Basically I have the same problem as the most of you.
I’ve bought a mini pack for 300 gems, the gems were deducted but didn’t receive anything, I do have space in my mailbox. I bought those gems with ingame cash so now i’m kindakitten
I tried to buy the free cap and that works, even multiple times, that also appears in recently bought items. But the pet pack didn’t.
After 8 pages of replies about this problem I’m pretty surprised that they haven’t made a public response yet, or even acknowledged this issue in one of their Game Status Updates.
After 8 pages of replies about this problem I’m pretty surprised that they haven’t made a public response yet, or even acknowledged this issue in one of their Game Status Updates.
The issue as it were, is with NCSoft’s systems, not Anet’s game. How much Anet CAN do about it is in question at this time. Keep in mind here NCSoft elevated my ticket to senior account management staff about a month ago – and I have not heard from them.
After 8 pages of replies about this problem I’m pretty surprised that they haven’t made a public response yet, or even acknowledged this issue in one of their Game Status Updates.
The issue as it were, is with NCSoft’s systems, not Anet’s game. How much Anet CAN do about it is in question at this time. Keep in mind here NCSoft elevated my ticket to senior account management staff about a month ago – and I have not heard from them.
Well NCSoft has a phone number to call when it comes to billing and account issues, which this is as far as I can tell. They even have a live chat system, which is only available on Mondays for some reason. Why aren’t we being told to directly contact them or make a ticket on the NCSoft site instead? Wouldn’t that make more sense and take a load of ticket’s off Anet’s shoulders?
After 8 pages of replies about this problem I’m pretty surprised that they haven’t made a public response yet, or even acknowledged this issue in one of their Game Status Updates.
The issue as it were, is with NCSoft’s systems, not Anet’s game. How much Anet CAN do about it is in question at this time. Keep in mind here NCSoft elevated my ticket to senior account management staff about a month ago – and I have not heard from them.
But I paid the gem store money and didn’t get gems. Who runs the gem store? Keep in mind that I’m not really asking a question here.
After 8 pages of replies about this problem I’m pretty surprised that they haven’t made a public response yet, or even acknowledged this issue in one of their Game Status Updates.
The issue as it were, is with NCSoft’s systems, not Anet’s game. How much Anet CAN do about it is in question at this time. Keep in mind here NCSoft elevated my ticket to senior account management staff about a month ago – and I have not heard from them.
Well NCSoft has a phone number to call when it comes to billing and account issues, which this is as far as I can tell. They even have a live chat system, which is only available on Mondays for some reason. Why aren’t we being told to directly contact them or make a ticket on the NCSoft site instead? Wouldn’t that make more sense and take a load of ticket’s off Anet’s shoulders?
Which is all well and good if you live in the US. And if you make a ticket on the NCSoft site it’s the same as making a ticket here. All account related stuff for GW2 is immediately forwarded to the NCSoft Account team so it doesn’t matter where you make the ticket. Chances are live chat or a phone call would yield the same results as an email/ticket.
I’ve been getting the impression this forum is for Anet to know of the issues so they can lean on NCSoft’s support team – I’ll take a wild guess here and say the gem store team (Anet) have been in the dark about all the accounts being flagged as high risk.
In short the only people they may be able to help directly in this thread are the people who were able to purchase gems and didn’t get them. There are two separate issues here – Gem Purchasing (like me) who have been flagged by NCSoft’s system and hence cannot purchase, and those who CAN purchase and/or bought stuff from the gem store and haven’t had gems/items show up.
After 8 pages of replies about this problem I’m pretty surprised that they haven’t made a public response yet, or even acknowledged this issue in one of their Game Status Updates.
The issue as it were, is with NCSoft’s systems, not Anet’s game. How much Anet CAN do about it is in question at this time. Keep in mind here NCSoft elevated my ticket to senior account management staff about a month ago – and I have not heard from them.
Well NCSoft has a phone number to call when it comes to billing and account issues, which this is as far as I can tell. They even have a live chat system, which is only available on Mondays for some reason. Why aren’t we being told to directly contact them or make a ticket on the NCSoft site instead? Wouldn’t that make more sense and take a load of ticket’s off Anet’s shoulders?
Which is all well and good if you live in the US. And if you make a ticket on the NCSoft site it’s the same as making a ticket here. All account related stuff for GW2 is immediately forwarded to the NCSoft Account team so it doesn’t matter where you make the ticket. Chances are live chat or a phone call would yield the same results as an email/ticket.
I’ve been getting the impression this forum is for Anet to know of the issues so they can lean on NCSoft’s support team – I’ll take a wild guess here and say the gem store team (Anet) have been in the dark about all the accounts being flagged as high risk.
In short the only people they may be able to help directly in this thread are the people who were able to purchase gems and didn’t get them. There are two separate issues here – Gem Purchasing (like me) who have been flagged by NCSoft’s system and hence cannot purchase, and those who CAN purchase and/or bought stuff from the gem store and haven’t had gems/items show up.
Was waiting for a reply like that. I actually called the number the other day, last Friday, since I was fed up with the long wait time between replies and was redirected to contact Anet since they deemed it as a “game issue” and not a billing or account issue. I managed to get some progress done on my ticket and got a 24 hour purchase window which of course is not working. I replied to their response letting them know it’s not working still and have yet to hear back. To be honest this is really the worst experience I have had with customer service/support for a game. It’s worse than EA and Ubisoft and that’s saying something.
After 8 pages of replies about this problem I’m pretty surprised that they haven’t made a public response yet, or even acknowledged this issue in one of their Game Status Updates.
The issue as it were, is with NCSoft’s systems, not Anet’s game. How much Anet CAN do about it is in question at this time. Keep in mind here NCSoft elevated my ticket to senior account management staff about a month ago – and I have not heard from them.
Well NCSoft has a phone number to call when it comes to billing and account issues, which this is as far as I can tell. They even have a live chat system, which is only available on Mondays for some reason. Why aren’t we being told to directly contact them or make a ticket on the NCSoft site instead? Wouldn’t that make more sense and take a load of ticket’s off Anet’s shoulders?
Which is all well and good if you live in the US. And if you make a ticket on the NCSoft site it’s the same as making a ticket here. All account related stuff for GW2 is immediately forwarded to the NCSoft Account team so it doesn’t matter where you make the ticket. Chances are live chat or a phone call would yield the same results as an email/ticket.
I’ve been getting the impression this forum is for Anet to know of the issues so they can lean on NCSoft’s support team – I’ll take a wild guess here and say the gem store team (Anet) have been in the dark about all the accounts being flagged as high risk.
In short the only people they may be able to help directly in this thread are the people who were able to purchase gems and didn’t get them. There are two separate issues here – Gem Purchasing (like me) who have been flagged by NCSoft’s system and hence cannot purchase, and those who CAN purchase and/or bought stuff from the gem store and haven’t had gems/items show up.
I had both issues happen to me. At first I could use the gem ship, then the next day I was declined, then the next day it worked… and then later in that day I bought gems, I was billed, but I did NOT get the gems. I’m still waiting to get them. My whole guild stopped playing because 7 of 140 of us had this problem, so the guild leader asked us not to play. So we are all playing a different game until this gets sorted out… if it does.
Tried to buy 5 fine transmutation stones from the gem store today for 200 gems. it took my gems and showed them on the recently purchased section but i did not recieve them in my mail, any help would be much appreciated. Thank you
BloodDoll – NCSoft have a daily purchase limit which may explain your initial inability to purchase if you play other NCSoft games.
The fun part about all of this is simply that you get declined and they don’t tell you why. I had no idea about the daily limit till a friend hit it, and I had no idea about the credit card used on accounts limit until a month ago, and I had no idea you could only have a couple of cards tied to the one account, and no idea that they created me a Master Account without my approval.
I still have no idea whether my GW2 Master Account can be hacked if someone lifts the general Master Account database off the NCSoft servers, and I have no idea why Support is so slow when I’ve actually had good experiences in the past. Keeping in mind here once again my ticket precedes all hacking and exploits by weeks.
BloodDoll – NCSoft have a daily purchase limit which may explain your initial inability to purchase if you play other NCSoft games.
The fun part about all of this is simply that you get declined and they don’t tell you why. I had no idea about the daily limit till a friend hit it, and I had no idea about the credit card used on accounts limit until a month ago, and I had no idea you could only have a couple of cards tied to the one account, and no idea that they created me a Master Account without my approval.
I still have no idea whether my GW2 Master Account can be hacked if someone lifts the general Master Account database off the NCSoft servers, and I have no idea why Support is so slow when I’ve actually had good experiences in the past. Keeping in mind here once again my ticket precedes all hacking and exploits by weeks.
I don’t play other NCSOFT games anymore. It’s been about 3 years since I have. Anyway the purchase went through and they billed me so they have my money, but I don’t have the gems. That’s the part that bothers me. It was only 2 purchases in 48 hours too that day. One of my friends bought gems also for their first time that day and didn’t get them either.
BloodDoll I understand you don’t have your gems, and it sucks – but please understand there are two topics in this thread. Those not receiving gems or items despite having been billed. This problem is what, a week old?
The other issue in this thread is players being blocked completely from buying – this problem has been an issue since Beta 3, yes since before launch.
I purchased 2 sets of 5 black lion keys from the store over an hour ago and they are still not delivered to me. 900 gems gone(poof). Please fix this asap.
Is it possible to get some feedback/a fix for this anytime soon? I’m loving the game but my 4k gems missing is starting tokitten me off. How can it take.. now 3 days.. to sort this out? And no replies whatsoever.. Spending real money on this is kinda making it a big deal imo!
What is even more frustrating is you can see ArenaNet reps responding in the forums today to other issues but they are completely ignoring this issue which is affecting thousands of people!
4 days ago, I purchased gems and used some on a bank tab and a bag slot (which worked fine), but then spent 600 on dye packs. The gems were removed from my account, but I never received the dye packs. Submitted the ticket about an hour later.
I also purchased 1600 Gems from the trading company in game, the gems were credited just fine, I then proceeded to purchase an extra character slot, assuming all was fine, I continued playing for several more hours. I logged out to character select to make my new character, and it shows I have 5 of 5 character slots used with no ability to create a new one, there is no history of a transaction on the trading company window ( not sure if there would even be one ) But my bank shows record of the $20.00, 1600 gem purchase and my gem balance reflects 800 gems, ( minus the 800 that the system took for the character slot)
I too enjoy this game, but I am leery of continued purchases if this is the kind of thing to expect.
Incident: 120904-009514
Having same problem buying gems as everyone else. Will not accept my credit card anymore after it did for the first week of the game.
EDIT: Literally just got a response back saying “they are escalating my ticket for further assistance.” Not to mention this is after waiting 4 days for even an initial response. This is really getting rediculous, many upset people out there.
I bought one character slot for 800 gems and I got two character slots, I’m fairly sure this is a bug and not intentional to get 2 slots for one? Is there something I should/could do?
What is even more frustrating is you can see ArenaNet reps responding in the forums today to other issues but they are completely ignoring this issue which is affecting thousands of people!
To be honest I’d be more interested in knowing whether Anet can do anything about it or whether we are completely at the mercy of NCSoft Account & Risk Management who clearly couldn’t give two fluffy white bunnies of the issue that was flagged a month ago.
What is even more frustrating is you can see ArenaNet reps responding in the forums today to other issues but they are completely ignoring this issue which is affecting thousands of people!
To be honest I’d be more interested in knowing whether Anet can do anything about it or whether we are completely at the mercy of NCSoft Account & Risk Management who clearly couldn’t give two fluffy white bunnies of the issue that was flagged a month ago.
To your response, i am wondering the same thing. But it would also be great for a response of any sort even indicating if they can do anything about the problem, are working on the problem, or if we need to seek assistance elsewhere.
Just a little more info (for the curious). Apparently, the new character slot just shows up on the main character page. As for the “recent purchases” tab on the BLTP screen, it only shows the free hat(s) I got for pre-purchasing. Nothing about a character slot. But I did get the (real) email message confirming I bought the 800 gems.
just tried again, my gems were refunded, and I bought a new character slot. whew!
So I just got a e-mail…after 4 days of waiting…..
this was the response.
Hello,
Thanks for contacting NCsoft Account Support.
We are in the process of investigating this issue for you and you should receive an update as soon as we have more information to provide. We may need more time if you contacted us on a weekend or holiday, but someone will respond to this support ticket as soon as possible.
Vague…..
Dont they want my money? Cause I want to buy gems…LOL
Well its also been 4 days since I submitted a ticket for not receiving Mini sets off the Gem store. 600 gems gone and no items delivered. I just logged on to find the 600 gems have been refunded to me. Didn’t receive a response thou.
Earlier this week buying gems wasn’t a problem, but now I get the message that ‘Card Aprroval Failed.’ like a lot of people (both paying by credit card and using PayPal aren’t working). Ticket: [Incident: 120906-006106]
I spent 35 bucks to upgraded to Digital Deluxe edition in gem store
I received everything including Rytlock but my Mistfire Wolf elite is greyed out. I cannot select/equip/use it. (which is my lvl 40+ character Engineer)
however it is unlocked for new chars that i make
im almost LV 50 on my main and there’s no way I’m going to remake her just to get the skill
its the elite skill is the only reason I upgraded
ANYONE GET THE SAME ISSUE???
I sent a ticket to them 5 days ago but nothing respond
On 5th Sept roughly around 2000hrs-2300hrs (cant remember time exactly) 8GMT
Purchased additional character slot for 800 gems.
800 gems were deducted.
Did not receive my additional slot.
Have been trying to purchase gems for the past few days with no luck.
Rotated between my mastercard and visa doesn’t work.
Tried using my paypal account to purchase, order created, but got an error in the end as well.
Sent in a ticket before but no response.
Please help.
Gem store distribution methods have been fixed.
Those of us who have been locked out of purchasing gems due to NCSoft’s “anti-fraud” methods are still waiting for a solution.
My prior message was deleted within 2 minutes of posting on this topic. The main topic of this thread was not even addressed in the mass email. Can we get some acknowledgement by ArenaNet that they are aware of the issue that many people have posted about in this thread? And that something is going to be done and when we can expect it? We are all upstanding customers that want to spend money with ArenaNet. The problem itself is frustrating enough. Being ignored is adding insult to injury.
HI, just logged in to find my gems that I had paid for via credit card 2 days ago finally arrived, so just a thank you, and good luck to the rest waiting, all we can do is be patient.
EDIT
Although I wanted to add no one contacted me about my ticket number or the ticket being closed, if so please close it: [Incident: 120905-004475]
