Can't buy EoD and now my account is locked??

[NIGHTstalker.5210]

So about 2 weeks ago I tried purchasing End of Dragons from their website using a referral link from mighty teapot.

 

So I am now on the website and selected the deluxe version then get to the payment option plan. I click on Paypal which I havw used multiple times now to buy gems and PoF. I use my credit card that is linked to paypal and get an error but was charged around 0.7$ for this. odd right? and this sends me back to the pyment option screen and i get notified my money had been paid back.

 

I move on and try my debit card linked to paypal. Exactly the same outcome. I leave it and come back a day later to try again (27 hours later) I try with my paypal, then my wife's paypal account and have the same results.

 

This leads to me opening a ticket and being told to try purchasing again using all methods and notify them if this continues.

It does 😅 So I respond to them with what happened and sent screenshots of every step I took this included new error messages with error numbers not ahown on any know error number list.

 

So they reply with:

___

When this happens , these transactions are considered risky and the system will not allow them to go through .
 The folowing suggestions have resolved this issue for some customers :
-- Use a different Internet browser
-- Try from a different computer
-- Adjust your security setting
-- Make sure that Javascript is enabled

___

So now back to trying . Over the next 24~30h time period I try using 3 different and 2 cellphones between 2 houses with the same results. By now I'm slightly annoyed. I think to myswlf maybe it's my credit card or paypal so I make 2 seperate 5$ purchases from steam using paypal and card info. Bith transactions have no problems and go through. I replied them with this info and offered to send payment details/proof.

 

a day goes by and I received this:

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After manually reviewing your purchase attempts, I see that they are displaying characteristics that are commonly found to be associated with high risk transactions. For that reason, your purchase attempts have been determined to be high risk by our payment processor and you will be unable to complete your purchase at this time.

The only suggestion we may offer at this time is for you to attempt your purchase at a later date. Alternatively, Gem Cards are available from several retailers around the world. Here is a list of authorized retailers that are selling Gem Cards.
 

If you have any further questions, please let us know.

___

I reply with a simple how long should i potentially wait? understanding that due to multiple tries it might be suspicious. So I wait about 72hours and try again with the same result. I notify them in the reply and emphasize that I am trying to buy EOD Deluxe version and not gems.

 

Their reply:

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Thank you for getting back to us.

As mentioned previously, we see that your purchase attempts are displaying characteristics that are commonly found to be associated with high risk transactions. We do not have any insight into these restrictions but can only tell you that if you experience any issues when making purchases in the future, please let us know.

For the mean time, we can only recommend you to try purchasing at a later date or look to these Global Retailers: GameStop®, Amazon®.

Please let us know if you have any other questions.

___

Now I tell them my situation. I moved to China before Covid started and have been living there ever since. Before leaving for China I contacted them and asked them what steps to follow here and so on when accessing there sites or the game and if vpns are permitted. I can play using a VPN but when accessing their website I can't use a VPN. okay, so I follow this rule but noticed I don't need a vpn to play so have not been using it at all for almost 2 years now.  I continue to ask if other payment methods are available such as Wechat pay or Alipay (Chinese Whatsapp and Paypal versions)

 

They reply with:

___

Hello,

To protect our customers and their billing information, we have implemented a Payment Risk Management system to detect possible unauthorized transactions or account use. After reviewing your purchase attempts, I see that they are being flagged by the Risk Management system. This means that something about your purchase attempt is being perceived as high risk by our system.

After manually reviewing your purchase attempts, I see that they are displaying characteristics that are commonly found to be associated with high risk transactions. For that reason, your purchase attempts have been determined to be high risk by our system and you will be unable to complete your purchase at this time.

The only suggestion we may offer at this time is for you to attempt your purchase at a later date.

___

And now I can't even log into my account.

My account is completely locked. I can log into the game launcher but not my account on their site.

 

I immediately notify them and get replied with this:

___

Hello,

For security reasons, we cannot go into more detail as to why your purchase attempts are being perceived as high risk. Providing further information would reveal confidential practices we use to detect and prevent high risk and fraudulent transactions.

To tell you what causes your purchase attempt to be high risk would be to provide information regarding how to possibly circumvent the system, compromising its ability to do its job correctly. Making such information public would only make it easier for those who intend to commit credit card fraud to do so.

I'm sorry that we're not able to provide the information you are requesting.

For now, we can only suggest you to purchase via our authorized retailers near your location. (https://www.guildwars2.com/en/retailers/)I hope this information helps.

Let us know if there's anything else we can help you with.

___

Now I send them screenshots of me not being able to access my account and get this reply:

___

Thank you for contacting us!

We have reviewed your issue, and it appears that your attempts are being blocked by our system due to security measures we have in place. While we are unable to override these restrictions, we do have some suggestions that have helped other users that you can try:
Use a different Internet browser
Make sure that Javascript is enabled
If you are using a VPN/proxy, disable the service
Verify that the device timezone is properly set for your location
Take your time filling out the form
If you have had too many failed attempts, wait 24 hours before making another attempt

Please understand that if you're unable to resolve your issue with the above suggestions, then I'm afraid you wont be able to access our website. Again, we are unable to override these restrictions.

Please let us know if you have any further questions.

___

 

So now what? I ask them what I can do and received this

___

Hello,

We sincerely apologize for the inconvenience this may have caused you.

Also, after reviewing your support ticket and account, it appears that your issue is resolved. Are you still experiencing this problem? If you still need assistance, reply to this ticket and let us know.

__

I immediately reply with a screenshot showing date and time with me still experiencing these problems and received another reply:

__

Thank you for contacting us!

Unfortunately as mentioned in the previous response, we are unable to override these restrictions, we would suggest trying the workarounds that were provided.

Please understand that if you're unable to resolve your issue with the above suggestions, then I'm afraid you wont be able to log in to your account. Again, we are unable to override these restrictions.

Please let us know if you have any further questions.

__

and now I have not heard from them since then. I've spent thousands on this game and have been playing with friends/family for years now. But now I can't even access my account. Even if I bought fron Amazon I wouldn't be able to connect the serial code to my account.

What do I do now?

I am beyond frustrated.

[yLoon.5289]

Well, at least they replied you.
I have the same problem as you and sent my ticket for like a week ago, not a single flying Eff is given by them. I guess i have to just ignore EOD, or buy it after launch.

Edited February 7, 2022 by yLoon.5289

[NIGHTstalker.5210]

18 minutes ago, yLoon.5289 said:

Well, at least they replied you.
I have the same problem as you and sent my ticket for like a week ago, not a single flying Eff is given by them. I guess i have to just ignore EOD, or buy it after launch.

Yeah, this is ridiculous. Why implement a system that you can't control? And when I try to find a workaround I'm being accused of potentially committing fraud.

[Divirel.4953]

This is why I stick to only buying keys.

[Inculpatus cedo.9234]

You might consider updating your ticket and asking to have it escalated to a Senior Team Member. (Make sure to include the correspondence that stated that your issues were resolved.)

Good luck.

[NIGHTstalker.5210]

13 minutes ago, Inculpatus cedo.9234 said:

You might consider updating your ticket and asking to have it escalated to a Senior Team Member. (Make sure to include the correspondence that stated that your issues were resolved.)

Good luck.

Thank you. Wasn't aware I could do that. will definitely try.

[NIGHTstalker.5210]

How exactly do I go about doing it though?

[Inculpatus cedo.9234]

Look in your email, reply to your original ticket, and ask to have your issue escalated to a Senior Team Member.  Should find all the responses in your email account.  (Make sure to check spam/junk folders.)