I can not activate the gem code — Guild Wars 2 Forums

I can not activate the gem code

When entering the BLTC code on gems, the Redeem button is not active. The problem is many. Is there any solution to enter the code in the game?

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  • I'm having the same problem. I got two different CD Keys and I am having the exact same problem.

  • I did face the same problem when I was trying to redeem, basically it will work, just make sure you have not added any accidentally space before or after the code.,and it takes few seconds for me for that Redeem button to appear. After pasting the code, redeem button will not immediately pop up but takes few seconds (few can be more than 10-15 seconds).

  • Not working here, it should come up with English for me for the available language but the box just stays empty & is unselectable, so yeah it's definitely bust for me :(

  • Same, I have just tried to redeem a code and nothing has happened... it seems to be bugged out at the moment

  • Exactly my problem right now! Returning player here...bad luck I guess..smh :disappointed:

  • edited October 8, 2018

    Hey folks,

    If you're having trouble using a serial code or a gem card code, please reach out to the Customer Support Team and give them information about what you're attempting to do, and provide them (via private support e-mail) with the code you're trying to use. They can then review the issue. Please use "Purchase / Billing" as the option, so the ticket goes to the proper person as efficiently as possible.

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • So this is not an issue that is ongoing, it's individual cases?

  • @spyglys.4793 said:
    So this is not an issue that is ongoing, it's individual cases?

    It appears to be totally broken for me, when u enter the redeem code page it should auto select the language when u first go in or if it doesn't it should let you select it (top right corner) none of that is working , until it does you won't be able to redeem any codes, it's either been disabled or somethings broken.

  • @Rolacka.2814 said:

    @spyglys.4793 said:
    So this is not an issue that is ongoing, it's individual cases?

    It appears to be totally broken for me, when u enter the redeem code page it should auto select the language when u first go in or if it doesn't it should let you select it (top right corner) none of that is working , until it does you won't be able to redeem any codes, it's either been disabled or somethings broken.

    It is the same for me sadly, cannot select language or anything

  • Exactly same issue for me. :(

  • edited October 8, 2018

    I will check with CS about the question you've asked. I didn't realize this started for each of you with a language selection -- that is an interesting angle to this. I'll get back to you when I learn more.

    I want to be sure I understand you. Are you purchasing gem cards external to the game? And then are attempting to redeem those codes using the website, where you find you cannot do so?

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • @Gaile Gray.6029 said:
    I will check with CS about the question you've asked. I didn't realize this started for each of you with a language selection -- that is an interesting angle to this. I'll get back to you when I learn more.

    I want to be sure I understand you. Are you purchasing gem cards external to the game? And then are attempting to redeem those codes using the website, where you find you cannot do so?

    External gem codes, trying to redeem via in game gem store redeem button

  • edited October 8, 2018

    Are you following the steps on this page: https://help.guildwars2.com/hc/en-us/articles/230890448

    If you are, and you cannot redeem your gem cards (purchased external to the game) then please submit a ticket so we can figure out what's going on.

    Thank you!

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • @Gaile Gray.6029 said:
    I will check with CS about the question you've asked. I didn't realize this started for each of you with a language selection -- that is an interesting angle to this. I'll get back to you when I learn more.

    I want to be sure I understand you. Are you purchasing gem cards external to the game? And then are attempting to redeem those codes using the website, where you find you cannot do so?

    Yes, it's external code.
    I asked my friend to check if the issue appears also on her account, and she has the same problem. When we choose 'redeem code' and window pops up there is no language to choose from, after entering code redeem button is still grey and inactive.
    We also followed all the steps from the help page.

  • @Gaile Gray.6029 said:
    Are you following the steps on this page: https://help.guildwars2.com/hc/en-us/articles/230890448

    If you are, and you cannot redeem your gem cards (purchased external to the game) then please submit a ticket so we can figure out what's going on.

    Thank you!

    Yes I am, I am trying to redeem the gifts i have done so in the past.

  • @Gaile Gray.6029 said:
    Are you following the steps on this page: https://help.guildwars2.com/hc/en-us/articles/230890448

    If you are, and you cannot redeem your gem cards (purchased external to the game) then please submit a ticket so we can figure out what's going on.

    Thank you!

    Yes, I do all the steps on the site, and nothing works in the game.
    In which section of the help to send a letter with the code?

  • Hello, I'm experiencing the exact same issue, can't select language, and redeem button stays inactive after i put the code in. I made the ticket as suggested, hope in a fast solution since I'd really love to buy the garden plots on sale at the moment.

  • To submit a support ticket, click Support at the top of this page, choose "Submit a Ticket" in the upper right, then choose "Purchase / Billing" as the reason for the contact.

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • @Gaile Gray.6029 said:
    To submit a support ticket, click Support at the top of this page, choose "Submit a Ticket" in the upper right, then choose "Purchase / Billing" as the reason for the contact.

    How long to wait for a solution? Because the action in the BLTC will end soon ...

  • @Mobilk.3850 said:

    @Gaile Gray.6029 said:
    To submit a support ticket, click Support at the top of this page, choose "Submit a Ticket" in the upper right, then choose "Purchase / Billing" as the reason for the contact.

    How long to wait for a solution? Because the action in the BLTC will end soon ...

    Fair question. From what I learned this morning, the turnaround is running about 1.5 days, but that is very dependent on what kind of issue is involved. If you miss the opportunity to purchase something that is on a limited offer in the Gem Store, you should include that info in your ticket to get advice from CS about it.

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • Zero Soul.4523Zero Soul.4523 Member ✭✭
    edited October 8, 2018

    I was getting crazy because I bought 5 x2000 Gems Codes... It's a relieve to know it's not only me. Language tab is unselectable too.

  • Same issue, I received cards as birthday gifts this weekend and the language is blank and can not be clicked, and redeem is greyed out when trying to enter any code. I have submitted a ticket, hopefully a resolution soon if there is an underlying problem!

  • I'm experiencing the exact same issue, can't select language, and redeem button stays inactive after i put the code in... any ETA on a fix of this game problem?

  • I just submitted an ticket also, hope this game problem gets fixed soon, it would be a pity to lose the "on sale" items at the BL ...

  • Dibbiest.8259Dibbiest.8259 Member
    edited October 8, 2018

    My friend is experiencing the same issue with the Gem card he has. I also tried making purchases using my credit/debit card and also my PayPal account, I cannot make any purchases, he cannot redeem his code. My guess would be a total system outage in terms of their payment processing servers.

    "the turnaround is running about 1.5 days"

    Seriously? Lmao, all of the people here probably spent 25$+ a piece, I'm trying to spend a ton of money too. Ya'll seriously can't have a faster ticket response time? Not even give people the option to have a chat support? You'd think for a developer of a long-standing game, you wouldn't have such a stupidly archaic support structure for your playerbase, especially when most of us have given you business for well over a decade. Calling this lackluster would be an understatement. Really disappointed with that response.

  • my sister and my friend both reported this same issue I tried to redeem the cards for them I ALSO have the issue .. also when I go to try and buy gems with CC or Paypal it says Offer isn't available right now I think this is a Entire outage .

  • Torzini.1523Torzini.1523 Member ✭✭✭

    My partner also had this same issue earlier tonight. We tried to redeem his code on both our accounts and PCs, but nada. The 'Redeem Code' button is greyed out and unable to be activated, and also the 'Select a language' dropdown does nothing. He has submitted a support ticket but hopefully this can be resolved soon.

  • I just spent a $$$$ ton of money on cards and now I can't use them ? This is a bit frustrating. Anet could at least comment on this and say WHAT happen !

  • @Zero Soul.4523 said:
    I just spent a $$$$ ton of money on cards and now I can't use them ? This is a bit frustrating. Anet could at least comment on this and say WHAT happen !

    I'm really sorry you're stuck waiting. The best thing you can do to speed up the process is to create a support ticket. It's possible that it's something specifically affecting only a few people, and they won't be able to figure out what until they have data from some of those affected. It's possible it's a series of coincidences affecting people differently, so again, they need to know your specific situation.

    Hype is the path to the dark side. Hype leads to unfulfilled expectations. Disappointment leads to anger. Anger leads to disgust. Disgust leads to "oh, new shinies! I'm back!"

  • Im also having the same problem

  • @Illconceived Was Na.9781 said:

    @Zero Soul.4523 said:
    I just spent a $$$$ ton of money on cards and now I can't use them ? This is a bit frustrating. Anet could at least comment on this and say WHAT happen !

    I'm really sorry you're stuck waiting. The best thing you can do to speed up the process is to create a support ticket. It's possible that it's something specifically affecting only a few people, and they won't be able to figure out what until they have data from some of those affected. It's possible it's a series of coincidences affecting people differently, so again, they need to know your specific situation.

    It seems like you didn't even read the thread. It would be a sporadic issue if nobody replied. We have 20+ people who replied who are probably all in different areas, I highly doubt it's a local problem.

  • @Illconceived Was Na.9781 said:

    @Zero Soul.4523 said:
    I just spent a $$$$ ton of money on cards and now I can't use them ? This is a bit frustrating. Anet could at least comment on this and say WHAT happen !

    I'm really sorry you're stuck waiting. The best thing you can do to speed up the process is to create a support ticket. It's possible that it's something specifically affecting only a few people, and they won't be able to figure out what until they have data from some of those affected. It's possible it's a series of coincidences affecting people differently, so again, they need to know your specific situation.

    I tried to get a couple friend to see if they could do it (one in Europe, one on NA) and they both have the exact same issues - the redeem button won't allow them to redeem it and the language option won't allow them to select a language. I don't think the problem is specific to only a handful of random people.

  • @Illconceived Was Na.9781 said:

    @Zero Soul.4523 said:
    I just spent a $$$$ ton of money on cards and now I can't use them ? This is a bit frustrating. Anet could at least comment on this and say WHAT happen !

    I'm really sorry you're stuck waiting. The best thing you can do to speed up the process is to create a support ticket. It's possible that it's something specifically affecting only a few people, and they won't be able to figure out what until they have data from some of those affected. It's possible it's a series of coincidences affecting people differently, so again, they need to know your specific situation.

    First I created a ticket with anet, then I came here.

  • I'm having this same issue as everyone else. I also know another friend that is having the same issue.

  • @Dibbiest.8259 said:

    @Illconceived Was Na.9781 said:

    @Zero Soul.4523 said:
    I just spent a $$$$ ton of money on cards and now I can't use them ? This is a bit frustrating. Anet could at least comment on this and say WHAT happen !

    I'm really sorry you're stuck waiting. The best thing you can do to speed up the process is to create a support ticket. It's possible that it's something specifically affecting only a few people, and they won't be able to figure out what until they have data from some of those affected. It's possible it's a series of coincidences affecting people differently, so again, they need to know your specific situation.

    It seems like you didn't even read the thread. It would be a sporadic issue if nobody replied. We have 20+ people who replied who are probably all in different areas, I highly doubt it's a local problem.

    I just went and counted and it's 14, including those after you. You counted posts, not people. Considering the number of people playing the game, 14 is a very low number. And the answer actually is the best. Nothing said it was a sporadic issue. That they need the data for everyone affected to see what the issue is.

    For all you know everyone bought from the same source and it turns out it's all a 3rd party site that actually used a stolen card to buy the gem cards and resold them. You don't know. But submitted a ticket is how you will get help. It's going to be very rare if Gaile can come back to this post, and it's not even her job. They don't man these boards for help. Tickets are for help.

  • @svanxx.3420 said:
    I'm having this same issue as everyone else. I also know another friend that is having the same issue.

    Hi, I'm the friend. And yes, same issue. Greyed out, not even a language in the language box is selected or selectable. That right there tells me the origin of the code won't matter. Who cares why the car won't start if you can't even get the doors unlocked.

  • LooooL i am happy after hearing everyone got this problem not only me. I was soo dam scared from being scamed ~.~

  • Skai.8473Skai.8473 Member
    edited October 9, 2018

    When we can redeem codes @ArenaNet

  • @Ellieanna.5027 said:

    @Dibbiest.8259 said:

    @Illconceived Was Na.9781 said:

    @Zero Soul.4523 said:
    I just spent a $$$$ ton of money on cards and now I can't use them ? This is a bit frustrating. Anet could at least comment on this and say WHAT happen !

    I'm really sorry you're stuck waiting. The best thing you can do to speed up the process is to create a support ticket. It's possible that it's something specifically affecting only a few people, and they won't be able to figure out what until they have data from some of those affected. It's possible it's a series of coincidences affecting people differently, so again, they need to know your specific situation.

    It seems like you didn't even read the thread. It would be a sporadic issue if nobody replied. We have 20+ people who replied who are probably all in different areas, I highly doubt it's a local problem.

    I just went and counted and it's 14, including those after you. You counted posts, not people. Considering the number of people playing the game, 14 is a very low number. And the answer actually is the best. Nothing said it was a sporadic issue. That they need the data for everyone affected to see what the issue is.

    For all you know everyone bought from the same source and it turns out it's all a 3rd party site that actually used a stolen card to buy the gem cards and resold them. You don't know. But submitted a ticket is how you will get help. It's going to be very rare if Gaile can come back to this post, and it's not even her job. They don't man these boards for help. Tickets are for help.

    Mine was bought off Amazon, so maybe that's part of the problem.

  • @smoker.6731 said:
    I did face the same problem when I was trying to redeem, basically it will work, just make sure you have not added any accidentally space before or after the code.,and it takes few seconds for me for that Redeem button to appear. After pasting the code, redeem button will not immediately pop up but takes few seconds (few can be more than 10-15 seconds).

    I'm glad it worked for you after a bit but I was not so lucky and neither was a friend of mine ..So either something else went wrong or you got lucky...I'm not gonna try to put them in until I see that the language is English in the top right corner cuz that is how I'm gonna know that it got fixed...

  • Skai.8473 , Yeah I was too . It was a big relief :)

  • @svanxx.3420 said:

    @Ellieanna.5027 said:

    @Dibbiest.8259 said:

    @Illconceived Was Na.9781 said:

    @Zero Soul.4523 said:
    I just spent a $$$$ ton of money on cards and now I can't use them ? This is a bit frustrating. Anet could at least comment on this and say WHAT happen !

    I'm really sorry you're stuck waiting. The best thing you can do to speed up the process is to create a support ticket. It's possible that it's something specifically affecting only a few people, and they won't be able to figure out what until they have data from some of those affected. It's possible it's a series of coincidences affecting people differently, so again, they need to know your specific situation.

    It seems like you didn't even read the thread. It would be a sporadic issue if nobody replied. We have 20+ people who replied who are probably all in different areas, I highly doubt it's a local problem.

    I just went and counted and it's 14, including those after you. You counted posts, not people. Considering the number of people playing the game, 14 is a very low number. And the answer actually is the best. Nothing said it was a sporadic issue. That they need the data for everyone affected to see what the issue is.

    For all you know everyone bought from the same source and it turns out it's all a 3rd party site that actually used a stolen card to buy the gem cards and resold them. You don't know. But submitted a ticket is how you will get help. It's going to be very rare if Gaile can come back to this post, and it's not even her job. They don't man these boards for help. Tickets are for help.

    Mine was bought off Amazon, so maybe that's part of the problem.

    Grima Wormtongue .1582 here . The cards I and my friend get have always worked and been from a reliable source , so in our case I don't think it was a stolen / resold card.

  • Same problem here, the select language section / redeem button are both greyed out and no amount of typing the code in will resolve the issue. I've opened a ticket earlier today in the morning, but havn't gotten back a reply yet. Kind of bummed I've already spent the money on it :/

  • So my friend and I got our Gem Cards from Game Stop like we always have and have never ever had any problems . So I know it isn't a stolen/resold card. We redeemed cards not even 4 days ago and everything was just fine . So I know it isn't the cards or where I get them. The upper right corner of the redeem window where the language should be listed is totally blank and you can't select any language either . When my friend and I typed in our codes , the redeem button didn't even light up . Everything was inactive on the redeem window. It is very frustrating for my friend and I as we were really eager to use our gems in the store. I saw a post earlier from Gaile Gray.6029 ArenaNet › said "and provide them (via private support e-mail) with the code you're trying to use" at one point in her post. My issue is that I want to be able to redeem the code and once the code is active anyone who knows it can simply type it in and use it for themselves and I am loathed to do that . All it has done for me is what I said in the beginning of my post . Never had a problem before , so I doubt my gem card code is the problem which is why I am declining to provide it , because I know the problem has nothing to do with the gem cards I purchased.

  • Clyan.1593Clyan.1593 Member ✭✭✭

    I had the same issue with some of my Gem codes, what I did was open the redeem window, wait, wait, wait, then select the language, wait again, wait, wait, then type in the code and wait again, then finally try to redeem it. For some of my codes this worked, except for one.

  • Raidmaxxx.4950Raidmaxxx.4950 Member
    edited October 9, 2018

    Same for me, language is un-selectable and when the code is entered i cannot click redeem, the button stays greyed out.

  • Same concern here: bought two keys, cannot redeem them, cannot select the language option. No amount of waiting improves anything. Bought keys from CDKeys before and had no problems at all, so this is most probably a game issue. However, since we bought the keys from a third party, will the GW2 support team assist us in sorting the problem out?

  • Same issue here, did 3 days ago redeem some codes, yesterday and today it is not possible, no language is possible to select and Redeem button is not possible no matter the waiting or writing things before/after code and so on.
    Does not matter if I run 32 or 64bit client and any other things I have tried.

  • Same here. Cannot redeem code and cannot select the language

  • same problem

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