Nutmuffin.9803 Posted January 13, 2018 Share Posted January 13, 2018 My son bought me some gems for a Christmas gift and gave me the code to redeem in the game. I did so and the gems did appear on the gem store for a while. However today on logging into the game the gems have all disappeared. I've not bought anything and my games history window can confirm this.Where did my gems go and how can I get them back?? Link to comment Share on other sites More sharing options...
mercury ranique.2170 Posted January 13, 2018 Share Posted January 13, 2018 I would suggest contacting support about this (top of this page). We can only speculate. To do so, it might be that the payment for the gems never reached Arenanet and thats why the gems are withdrawn.So contact them about the reason. If your son does not want to share the payment info with you (as it was a gift). It is also possible to forward the mail with the confirmation of the ticket to your son, he can then reply directly to support with the payment info (e.g. the reciept). Link to comment Share on other sites More sharing options...
Mina Shi.9735 Posted January 13, 2018 Share Posted January 13, 2018 I doubt, that this is the solution. It's the same for me and my husband. We both suddently have zero gems. It's different accounts and different credit cards. I just spent a hundred bugs and really would like to get my gems back. Link to comment Share on other sites More sharing options...
Nutmuffin.9803 Posted January 13, 2018 Author Share Posted January 13, 2018 Thank you for the reply, this is the first tech support issue I've had and I have no idea how to contact the company.I've made a support ticket though, thanks again for your help. Link to comment Share on other sites More sharing options...
mercury ranique.2170 Posted January 13, 2018 Share Posted January 13, 2018 @Mina Shi.9735 said:I doubt, that this is the solution. It's the same for me and my husband. We both suddently have zero gems. It's different accounts and different credit cards. I just spent a hundred bugs and really would like to get my gems back.It can be off course that they have a bug in the system. It might even have to do with some pre-work for the maintanance planned for tomorrow. But before a supportteam can handle it as a bug they need to investigate individual cases. As that requires also sharing some personal data like payment info, contacting the supportteam is the best thing to do. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted January 13, 2018 Share Posted January 13, 2018 @mercury ranique.2170 said:I would suggest contacting support about this (top of this page). We can only speculate. To do so, it might be that the payment for the gems never reached Arenanet and thats why the gems are withdrawn.So contact them about the reason. If your son does not want to share the payment info with you (as it was a gift). It is also possible to forward the mail with the confirmation of the ticket to your son, he can then reply directly to support with the payment info (e.g. the reciept).The Payment CS Team will discuss issues only with the account owner. Do not forward any tickets to another person. You would do best to ask the purchaser for the confirmation number. It's not like the amount is a secret. Also, be aware that if the Gem Card was not purchased from an Authorized Retailer, your son may need to deal with the establishment he purchased from.Good luck. Link to comment Share on other sites More sharing options...
ReaverKane.7598 Posted January 13, 2018 Share Posted January 13, 2018 Yeah best thing to do is to make a support ticket. Link to comment Share on other sites More sharing options...
mercury ranique.2170 Posted January 13, 2018 Share Posted January 13, 2018 @Inculpatus cedo.9234 said:@mercury ranique.2170 said:I would suggest contacting support about this (top of this page). We can only speculate. To do so, it might be that the payment for the gems never reached Arenanet and thats why the gems are withdrawn.So contact them about the reason. If your son does not want to share the payment info with you (as it was a gift). It is also possible to forward the mail with the confirmation of the ticket to your son, he can then reply directly to support with the payment info (e.g. the reciept).The Payment CS Team will discuss issues only with the account owner. Do not forward any tickets to another person. You would do best to ask the purchaser for the confirmation number. It's not like the amount is a secret. Also, be aware that if the Gem Card was not purchased from an Authorized Retailer, your son may need to deal with the establishment he purchased from.Good luck.Talk and discuss yes, accepting information of a third person who bought it is a different thing. Link to comment Share on other sites More sharing options...
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