Guild Wars 2

In-Game Billing is in maintenance mode while we address a problem with purchase fulfillment. If you had a previous balance of gems, you can continue to use the Gem Store.

Gems purchased within a few hours of this maintenance period will be delivered as soon as possible. Thanks for your understanding.

I believe you posted while I was posting. Yes, this is a known issue we’re dealing with as a TOP priority. Should be fixed very soon and we’re sorry for the inconvenience!

I’d say that those of you experiencing this issue can hold off on submitting a support ticket because the purchases are all recorded and will be fulfilled when this is fixed. If we need you to file a ticket, we will let you know.

Saint.4165:

So are we talking minutes? hours? DAYS???

You can be sure this is a priority and that folks are working on this right now. I’m sorry but we couldn’t predict a resolution time at this point but if this follows normal patterns I think it’ll be addressed soon. (And yes “soon” is not precise, but it’s the best I can do. Thanks for understanding.)

Sinaya.4201:

Just to check, are retail-purchased gem cards still working?

~EDIT:~ I made an error in my post, in that gem cards do use our billing system. so I’m editing to remove my error, but making a full confession by leaving this post intact.

Sinaya — It turns out that gem cards function like credit cards — sorta. So you would not be able to use the gem card right now, since its implementation would go through the Billing System, which is in maintenance mode.

Sorry for my previous statement. I learned something new today.

Behellagh.1468:

But they want to make sure that everyone who bought or redeemed gem cards get’s what’s owed them so they are going to check their sums twice as well as rooting out the problem and fixing it.

Thank you — that’s exactly right! We want to resolve this so that everyone gets his or her gems, so great care is taken to sort it correctly.

Update for you, to keep you in the loop. Some transactions are processing, which is great news. We have confirmation within the system and on the forum from a player or two, so that’s good.

The team is working to correct this problem for everyone and they will continue to do so until it’s resolved. We are not in an "All Clear” position yet, but work continues, testing will take place, and we’ll post when we’re good to go.

We want to thank everyone for being so patient. Also, I can’t say it enough, so please bear with me on repeating this, but it’s from the heart: thanks for your continued support of the game through the Gem Store!! <3

Seabreeze.8437:

I want another character slot. So I logged on this morning, ready to buy gems when I noticed that the gem purchase option was disabled. I thought, “that’s weird, but hey, the redeem code option is still functional. I’ll just go buy a card.”
So I hopped in the car and drove a short way to the mall where I bought a gem card. I wandered for a bit with my bro and our girlfriends until we all wanted to go back home to feed our Guild Wars addiction.
We all went home, with gem cards in hand. Scratched off the little code. Logged on to redeem our gems.
…Redeem code is disabled. Well alright then!

I’m not upset, mind you. We actually all had a good laugh. Hope this gets fixed soon though. My charr necromancer is itching to get out of my head.

So sorry, Seabreeze! And thanks for your good attitude.

Hello all,

We have enabled Billing Purchasing and Gem Card Redemption. Some of the orders from before the maintenance may take a few hours before they reflect in your gem balance.

Thank you for your patience and have a wonderful weekend.

~Sarah