Guild Wars 2

I purchased the Cook Outfit and the Pirate Outfit. I am missing the Pirate Pants. I really don’t want to buy it again.

Support Ticket Number: 120908-002028

It has been a few days since my last post, so I’m reposting to keep current.

I bought $20 worth of gems some days ago and haven’t received them. I know the gems show up on the gem panel on the Black Lion Trading Post and not in the mail. I would really appreciate them. Other than that, I’m having a great time with the game!

Thank you!

Billing Maintenance – 13 September – 7:00 AM PDT (GMT -7) – 9:00 AM PDT
We’ll be doing some maintenance on our billing system on 13 September from 7:00 AM PDT (GMT -7) – 9:00 AM PDT. Gem purchasing in-game and purchases on the website will not be available during the maintenance.
For more details, please read the post in the News and Announcements sub-forum.
This announcement will go away when you view the forum’s front page again.

MY GOD. Is it really going to happen. Is it really! ^^

This maintenance will enable players to delete the credit card on file as well as add additional security measures to prevent unwanted use of saved credit cards.

Oh forget it. I saw this in the original post. It has little to do with our issue.

Sangrivane.4360:

Is the billing maintenance that has been announced for 7am PT tomorrow morning intended to fix the problem for people who have been unable to purchase gems?

Exactly. We finally receive an official statement and ETA of a “fix”, but no mention of blocked gem purchasing and undelivered items, which are the root problems to start with.

I know a lot of people are having authentication errors when buying gems, so I used the work around where you just enter new card info every time. The problem is that I checked my bank statement today and the times that I had an error I was actually being charged. I have multiple charges on multiple days for gems I don’t even have! What do I need to do?

About items not being received, make sure your mail is not full (i didnt receive anything until I cleaned up some messages) – i tried this before converting gold to gems purchasing dyes. I did not receive the mail until I deleted the old messages filling up my mail.

About the fix, ATLAST x.x I don’t know if I was charged in my credit card… though I don’t think so…. glad enough I used paypal most of the time, so anything going out or in gets logged in there. As far as I tested, they havent tried to charge me, but who knows with when I entered debit and credit info..

[Incident: 120911-005204]

2 days ago I’ve purchased a Gem code card. Now it seems the code doesn’t seem to work. Is this a common problem?

Maintenance didnt make any difference.
I bought gems 2 times, then they broke.

No idea how incident numbers would help. ._.
[Incident: 120911-006752]

PLEASE FIX IT OR I WILL LEAVE THE GAME ._.

The day has come!

Thank you for providing that information.

To protect our customers, we have implemented a Payment Risk Management System to detect possible unauthorized transactions or account use. This means that something about your transaction is being perceived as high risk by our system.

Although there is something about your transaction that is being flagged by our system, we have authorized your “zyvera@hotmail.com” e-mail address to complete transactions for the next 24 hours. Please try your transaction again within the next 24 hours.

Often, these issues are temporary and you will not have the problem in the future. If you have this issue in the future, please let us know. We will be happy to review your transaction to determine if we can assist you with completing it again.

Regards,
Matt S.
——

Just now I was able to buy gems, so I bought a kittenload. However, I replied with this.

Hello Matt,

Thank you for this temporary solution. I’ve seen more players get this solution. However, I believe there is something seriously wrong with this Payment Risk Management system. I have once used a credit card that was not mine (a friend) to buy the game. After this, my account got flagged. Don’t you think it’s a little too quick to flag customers like this? I don’t want to go through this entire back and forth conversation everytime I buy gems, it’s also a lot more effort on your team.

Also, if I was really a fraud, why would you give me 24 hours to continue my ‘fraudilant’ actions? (Obviously I’m not a fraud, btw)

Please, I beg you to fix this system. Just now I have been able to make a succesfull paypal purchase, I would like to be permanently able to do this. It is my account, and I will only use paypal. Please. -.-

It REALLY don’t want to go through all this trouble again…

120910-000110 – same as above

Ticket: 120909-005691

I cannot purchase gems, just like the rest. Paypal and 3 different cards all refused.

Ticket #: 120828-017888

Since the first few days of GW2’s release I’ve had had these “card approval failed” error messages. After no replies for a week (the ticket was created on August 28th) I finally got ahold of live help. The support staff was very friendly and helpful, giving me a 24 hour grace period to buy as many gems as I want. However, he said to wait “a good while” before attempting any more purchases after those 24 hours because he did not know when the system would grant me permission again. If I were to encounter this error again, he said to submit another ticket and / or contact live help.

Well, it has been barely over a week, but I thought: “Hey, live help is on on Tuesdays, why not contact them if I try to make a purchase then?” Well, as it turns out, on Tuesday, the operation time for live help was mysteriously changed to Thursdays only. No problem, I thought. They did pull this trick a couple of times in the past week, but hey I got ahold of them once, I figured this constant time changes were not going to be something permanent. So, now that it’s Thursday, they have yet again changed their operating hours to Tuesdays only.

What the what? Am I the only one being played the fool here? I’ve heard bad (and good) things about NCsoft’s support system, but I didn’t think it would be this bad. Granted, NCsoft and ANet aren’t exactly the same entities, but still. If you simply can’t uphold a live help system, why lead your customers by the nose like this?

Anyway, I tried making a purchase and got the same error. I’ve updated the ticket to reflect that. Hope this gets fixed soon.

Same as everybody Invalid credit card info, trying to purchase gems since few days. seems like maintenance didn’t make any difference plz fix =/

120908-005299

I’ve had just about enough of this.

After the supposed “fix”, purchasing gems is still not possible. I tried both a new credit card and PayPal with no success. You can be certain that this forum represents only a microcosm of the multitudes of customers that are facing this problem. But yet, astoundingly, the problem persists and we continue to be ignored as a whole. Finally, and insultingly, we are teased with some supposed fix that really amounts to nothing more than a delete button!

This issue is quickly becoming a deal-breaking situation for me. If this problem is not fixed before my level 65 character achieves level 80 (which will not be long), I will uninstall the game. Moreover, I will make sure to discourage as many people as possible not to purchase any products produced by AreaNet or its subsidiaries.

Nevertheless, even at though I am at the point of complete exasperation, I am still willing to cooperate with your billing department to clear up this matter and get back in the game. THAT is how much I believe you have a masterpiece of a game here, so don’t blow it.

120904-007780

Well seeing all the problems, here I am kind of happy that this is a wide spread problem. I have to conclude what the OP . It is akittenshame…. no sorry it is INSULTING to a certain degree, how customer support in this game works. At one point I can use my credit card and at another I cant….. worte multiple e-mails (three) and got a rapid response regarding mulitple e-mails of the same kind—— yet the problem regarding my transaction with my VISA (not beeing able to pruchase gems, “card approval failed”) is beeing completly ignored…. 8 Days since I wrote the e-mail… My financies are tip top, as is my VISA even phoned my bank and all… well hope they fix this issue otherwise back to BF3 …. shame shame shame…

I´m really getting frustrated. Waiting since two weeks for a solution.

Here is for the third of fourth time in this thread my incident-number:

120831-017920 (german ticket from 8/31)

Credit card & paypal failure. Not able to buy gems at any time
I´m coming to the point, where I´m losing the fun ingame. I´m an altoholic, who loves to craft und level several toons at a time. Right the inventory is nearly full with Itmes fory my toons and crafting material. I´m also still not able to create the three missing classes due to the lack of character slots.

Just fix this issue for all of us!

120904-001722

Still missing 2000 worth of gems that went kaput.

I’ve bought 2 digital deluxes, 1 retail, $75 in gem sales, and cupcakes.

Can’t get a reply.
11 days now.

:(

:(

Hey there folks, I recently purchased myself 4000 gems. Spending it happily on some few things, I came across two bugs.
One froze when it said “Click to Confirm”, but my biggest concern is the second bug.
I purchased the Digital Deluxe Upgrade, I already had the deluxe edition previous. I believed that since it could still be purchased by a deluxe account that I could receive the items such as the pet, tome and chalice again. Once purchased and my gems gone, I relogged and found nothing added; I then got off the game completely and reopened it, still no items.
Is the Deluxe Upgrade buffed when purchased? Or was its presence in the gem store a bug when I already had the upgrade?

Sixna.6420:

Hey there folks, I recently purchased myself 4000 gems. Spending it happily on some few things, I came across two bugs.
One froze when it said “Click to Confirm”, but my biggest concern is the second bug.
I purchased the Digital Deluxe Upgrade, I already had the deluxe edition previous. I believed that since it could still be purchased by a deluxe account that I could receive the items such as the pet, tome and chalice again. Once purchased and my gems gone, I relogged and found nothing added; I then got off the game completely and reopened it, still no items.
Is the Deluxe Upgrade buffed when purchased? Or was its presence in the gem store a bug when I already had the upgrade?

EXACTLY the same bug I had.

It should not have appeared in the store if it cannot be gotten, yet it was. I am out the 2000 gems for a DDE upgrade on an account that already had DDE (and my poor retail copy for my GF still doesn’t have the DDE upgrade)

I have emailed, left messages here, PM’ed their reddit account, reopened closed tickets 3 times. It feels like they are actively ignoring someone who has spent over $300 on this game buying it for friends and loved ones and gem store purchases.

Yep still can’t purchase gems, same error as before, what was fixed exactly? O_o

Ryan.6951:

Sixna.6420:

Hey there folks, I recently purchased myself 4000 gems. Spending it happily on some few things, I came across two bugs.
One froze when it said “Click to Confirm”, but my biggest concern is the second bug.
I purchased the Digital Deluxe Upgrade, I already had the deluxe edition previous. I believed that since it could still be purchased by a deluxe account that I could receive the items such as the pet, tome and chalice again. Once purchased and my gems gone, I relogged and found nothing added; I then got off the game completely and reopened it, still no items.
Is the Deluxe Upgrade buffed when purchased? Or was its presence in the gem store a bug when I already had the upgrade?

EXACTLY the same bug I had.

It should not have appeared in the store if it cannot be gotten, yet it was. I am out the 2000 gems for a DDE upgrade on an account that already had DDE (and my poor retail copy for my GF still doesn’t have the DDE upgrade)

I have emailed, left messages here, PM’ed their reddit account, reopened closed tickets 3 times. It feels like they are actively ignoring someone who has spent over $300 on this game buying it for friends and loved ones and gem store purchases.

If they send you a reply on any of those sites/methods, could you send me a message so I can try it myself?

Good to know I’m not the only one who was affected by this either.

Best of luck to you

incident number – 120911-006946

i recently bought 5 dye packs (totalling 1000 gems) i then (just now) bought another dye pack to see if it was working, and of course i did not receive them either, so thats 1200 gems – can i please receieve the dye pakcs! thanks..

Update: I tried purchasing gems with my credit card after today’s “fix” and still am unable to purchase them.

I am getting the “Card Approval Failed” error message when trying to purchase gems from the Gem store using two different credit cards with available funds. I put in an incident ticket, 120909-007230, and am still awaiting a response. Thanks for your assistance.

I am having the same problom I want to buy Gems but it keeps telling me that my Credit card has Failed..I tryed my Husbands card and the same thing….my husband can buy gems just fine on his account but I can not…I Never had this problom before I could buy Gems just fine….. now I can not

I’m still getting the same error message saying “An error occurred finalizing your purchase.”
even after the supposed update on the gem store. Please fix this.

1. 120913-002938

Well this is the second time this is happening…first time they cleared it up, yet it still happens. Tried to use a different card this time, didnt work, so i used my paypal…still didn’t work…and now iim locked out again from even using the card that worked before. I don’t know why the system keeps seeing me as a threat, im using the same name thats on the account…same email address…even the same address. The system sees me as a threat every second purchase…and i have to submit a ticket yet again…i don’t know why this keeps happening, but seeing as its their main source of income, im surprised it wasn’t fixed a few days after launch…this is not looking good at all for NCsoft and ANET

I am unable to finalize purchases with either my debit card, my credit card, or paypal. With my two cards it tells me that my cards cannot be verified / fail verification. With payapl it fails after it redirects to your servers to finalize the transaction.

#120913-006391 is my incident number according to your support site.

thanks.

I’ve tried several times, both with Paypal and my bank debit card, and both methods fail, exactly as described above. The debit card fails almost instantly, with Paypal redirecting to the error page (and then “Try Again” to the game’s purchase site)

My support ticket (I just submitted it 09/13 2:34PM PDT) is #120913-006485

Hi,

I am having the “cannot purchase gems through credit card or paypal” issue. Made a purchase last week but am unable to purchase now.

Incident: 120913-005631

[Incident: 120908-006352]

Will not take my credit card still.

Here are my ticket numbers: 120904-009313 and 120831-002971

THIRTEEN days
two tickets
twenty+ posts in this thread
three PMs to ArenaNet Reps
Two letters to ArenaNet CEO
One discussion with NCSoft West CFO
Multiple FB posts
Multiple Tweets

ZERO RESPONSE, ZERO ACTION FROM ARENANET!!!!!!!!!!!!

And yes I tried purchasing after today’s update and am still getting “Approval Failed!”

TwilightStorm.7159:

The day has come!

---

Thank you for providing that information.

To protect our customers, we have implemented a Payment Risk Management System to detect possible unauthorized transactions or account use. This means that something about your transaction is being perceived as high risk by our system.

Although there is something about your transaction that is being flagged by our system, we have authorized your “zyvera@hotmail.com” e-mail address to complete transactions for the next 24 hours. Please try your transaction again within the next 24 hours.

Often, these issues are temporary and you will not have the problem in the future. If you have this issue in the future, please let us know. We will be happy to review your transaction to determine if we can assist you with completing it again.

Regards,
Matt S.
——

Just now I was able to buy gems, so I bought a kittenload. However, I replied with this.

---

Hello Matt,

Thank you for this temporary solution. I’ve seen more players get this solution. However, I believe there is something seriously wrong with this Payment Risk Management system. I have once used a credit card that was not mine (a friend) to buy the game. After this, my account got flagged. Don’t you think it’s a little too quick to flag customers like this? I don’t want to go through this entire back and forth conversation everytime I buy gems, it’s also a lot more effort on your team.

Also, if I was really a fraud, why would you give me 24 hours to continue my ‘fraudilant’ actions? (Obviously I’m not a fraud, btw)

Please, I beg you to fix this system. Just now I have been able to make a succesfull paypal purchase, I would like to be permanently able to do this. It is my account, and I will only use paypal. Please. -.-

---

It REALLY don’t want to go through all this trouble again…

Just think of the COMPLETE idiocy their solution presents. Their system flags you as a fraud risk. But they have decided to give you a 24 hour period to charge what you want. That means they obviously must not think their system works at all. But yet they are only giving you a TEMPORARY reprieve from the system. LUDICROUS!!!

Ticket #: 120831-005576

Declining all attempts on all 3 of my cards and my Paypal.

Reference # 120911-006192, Never had used this card with ANet before, couldn’t even make 1 purchase and I was already locked out…..

[Incident: 120913-006880]

This ticket is only from today. but i have filed a few others in the past and have not got a request. Im sure its been said but you would think you would want to fix you consumable income and allow people to give you more money.

Iv tried to buy gems everyday for the last 2 weeks and nothing. Im sure your busy but youd think you would want to fix systems that are not working. Like the gem market.

[Incident: 120913-006880]

This ticket is only from today. but i have filed a few others in the past and have not got a request. Im sure its been said but you would think you would want to fix you consumable income and allow people to give you more money.

Iv tried to buy gems everyday for the last 2 weeks and nothing. Im sure your busy but youd think you would want to fix systems that are not working. Like the gem market.

Hi there, no ticket number yet as I just submitted this issue.

I purchased a stack of 10 Mystic Forge Stones last night, I did not receive an in-game mail nor were they available for pickup. I logged off for the night, thinking it might just take time, but now nearly 24 hours later I still do not have the purchase. It definitely shows as “recently purchased” and my gem total went down, so I know it went through.

Thanks in advance!

[Incident : #120914-001120]

I already had the digital deluxe upgrade from when I had pre-purchased the game but I thought I could still buy it from the gem store and get the items to use again.. So I bought 2800 gems for 35 euro and spent 2000 on the upgrade to get the items.

I logged out and back in and didn’t receive anything.. I created a new char and didn’t receive any items at all.. It has been 2 days now and I have yet to receive anything.. My mail is empty so no problems with that end.

It was not stated anywhere that people who already had the upgrade could not purchase the one from the gem store so I thought it would still work for me so I could get the tome and the glory..

My question(s) would be: Will I receive any of item I am due or will I be refunded the 2000 gems to use on the gem store?

Tamer of beasts.2975:

[Incident : #120914-001120]

I already had the digital deluxe upgrade from when I had pre-purchased the game but I thought I could still buy it from the gem store and get the items to use again.. So I bought 2800 gems for 35 euro and spent 2000 on the upgrade to get the items.

I logged out and back in and didn’t receive anything.. I created a new char and didn’t receive any items at all.. It has been 2 days now and I have yet to receive anything.. My mail is empty so no problems with that end.

It was not stated anywhere that people who already had the upgrade could not purchase the one from the gem store so I thought it would still work for me so I could get the tome and the glory..

My question(s) would be: Will I receive any of item I am due or will I be refunded the 2000 gems to use on the gem store?

You should be. It’s an oversight that the button was enabled at all.

I have politely been asking through every available channel for a reply about exactly this for over 10 days now and have been completely IGNORED.

I’ve spent over $300 on gw2 for myself, friends, gems, and cupcakes that got delivered on launch day; and the flat refusal to even acknowledge that they got my email is really aggravating. No reply here. No email reply. No reply on reddit, the reddit account browsed and read my comments and chatted with someone else in the same thread and left me hanging, this was after nine days without a response.

We continue to be shocked that ArenaNet does not even ACKNOWLEDGE our problem in the game status updates!! Then again its apparent ArenaNet does not even care about us or the fact that we’ve been unfairly branded as fraud risks by its bogus payment protection system.

http://wiki.guildwars2.com/wiki/Game_status_updates

I continue to be completely stunned by the complete indifference of ArenaNet in relation to this problem.

ign Siberz server Eredon Terrace NA

bought one set of Black Lion keys
and 2 sets of Dye packs

never got them.
please fix.

Yesterdays maintance did not fix this issue in terms of thousands of people who want to buy gems.

I bought gems earlier this week, then the day after i was declined. (maybe i am registered as a high risk in arenanet system because I bought 4000 gems 2 times.as i have read some people talk about this issue.

I have, as many others tried my own, my wife’s visa card maybe 50 times. called my bank and checked all kinds of issues, and tried paypal many many times.

If any of you support guys read this contact me, as i want to give you money, but can’t…
Drakonix666@gmail.com

ticket:120912-002664

I tried after the maintance to delete my card and put it up again but same message.

Please help me out and remove me as high risk atleast for 24 hours so i can buy some gems.
Thanks from Norway!

Well. I got my 24-hour release and bought 16000 gems. -.-

@Sangrivane; I know the 24-hour fix doesn’t make sense. I included that throught in the reply on my ticket.

Also, if I was really a fraud, why would you give me 24 hours to continue my ‘fraudilant’ actions? (Obviously I’m not a fraud, btw)

Hi *,

Your ticket has been escalated to me as a supervisor for NCsoft Account Support. I know this must be a frustrating issue.

As mentioned, there is a system-wide limit on the number of accounts you can have associated with a credit card. The error message you are receiving indicates that you have reached this limit so you will be unable to use your credit card on a fifth account. We do not have the ability to delete your other accounts or remove the previous billing information. This is not something we can override. If you wish to purchase Gems with that card you will need to either use a different credit card or use PayPal® which will allow you to use that same card to purchase Gems.

Most prepaid prepaid/gift cards can be used for purchasing gems as long as it has a Visa® or MasterCard™ logo

I should add that in the future we also hope to also have game cards available through most major retailers which will allow for another alternate form of payment for you.

We regret we are unable to assist you in the manner that you had hoped but please let me know if you have any other questions.

Thank you,
Tim
NCsoft Account Support Supervisor
__________________________________________________________________

So thats what they reply after 2 weeks,now i dont care i managed to get my gems somehow but this is unbelivable…Its like spitting in the face of your fan that bought ur previous game.I played aion 2 year and never had to contact support but now i realise how terrible NCsoft is and by terrible i mean,fire the entire kitten staff.

Its disapointing realy to finaly look at a game and think its biggest flaw is being under nc soft incompetance support system and fail security.

I finally got a response. As I am german, it was a german response. I´ll try to explain in it english and hope you´ll understand it:

I played Guild Wars Factions and Prophecies for a short time. Since then the account wasn´t touched by me but once, when I tried to play again.
In the meantime the account-system was changed (I guess) and I a also forgot my account-name. So I couldn´t log in but I received a mail, that I could send in a copy of my id-card to verify my account. At that time that wasn`t worth it to me.

Today the support mailed me, that this account got abused and so I/it was estmitated as a fraud. I don´t know if it really got hacked or if there existed a problem coming with the change of the account-system and my unsuccesful try to login afterwards.

They aksed me today to send my name, adress. birthdate, all mail-adresses that refer to nc-soft products, the code(s) of guild wars 1 and the last four numbers of my credit card and/or my bank account used under that account.

It is a bit irritating to me, that I was able to merge my old account with the Guild Wars 2-account.

Keeping long short: Probably there has been a problem with the change of the account system, but I am not sure about that.

Hopefully all of us will have their problems fixed soon.

Regards

I have attempted to buy gems on multiple occasions. Only once have I been successful, every other time, my CC declines the charge and I get a phone call in the morning asking about potential fraudulent activity that has been occurring on my account. I tell them that the charge is okay and to go ahead and accept it, however of course, I receive no gems, and the next time I try to make a purchase, it gets declined again. This has happened probably about 6 times.

One time I was able to successfully make a purchase, but 6 other times, my CC has declined the charge for potential fraud, and at 8:00AM the next morning, I get a phone call from my CC to verify the charge. It never fails.

Kaeziel.5173:

Hi *,

Your ticket has been escalated to me as a supervisor for NCsoft Account Support. I know this must be a frustrating issue.

As mentioned, there is a system-wide limit on the number of accounts you can have associated with a credit card. The error message you are receiving indicates that you have reached this limit so you will be unable to use your credit card on a fifth account. We do not have the ability to delete your other accounts or remove the previous billing information. This is not something we can override. If you wish to purchase Gems with that card you will need to either use a different credit card or use PayPal® which will allow you to use that same card to purchase Gems.

Most prepaid prepaid/gift cards can be used for purchasing gems as long as it has a Visa® or MasterCard™ logo

I should add that in the future we also hope to also have game cards available through most major retailers which will allow for another alternate form of payment for you.

We regret we are unable to assist you in the manner that you had hoped but please let me know if you have any other questions.

Thank you,
Tim
NCsoft Account Support Supervisor
__________________________________________________________________

So thats what they reply after 2 weeks,now i dont care i managed to get my gems somehow but this is unbelivable…Its like spitting in the face of your fan that bought ur previous game.I played aion 2 year and never had to contact support but now i realise how terrible NCsoft is and by terrible i mean,fire the entire kitten staff.

Its disapointing realy to finaly look at a game and think its biggest flaw is being under nc soft incompetance support system and fail security.

This explanation is wrong. Honesty, I think NCSoft is just making up stuff. I don’t have five accounts with NCSoft. Also, I used a brand new credit card and it was still refused.

My next step is to consult legal counsel because a business cannot arbitrarily deny services to a person. With as many people as we have with this issue we could probably achieve class action status. Since we are getting no solutions from NCSoft or ArenaNet despite repeated communications this seems to be the only avenue left.

Well, my issues has been resolved it seems. My lost gems are refunded and now my extra character slot has been purchased, with success.
Though a shame that after 5days of waiting, you don’t even get a support ticket, but, oh well, even if its like, ’it’s fixed, please try again’, would have been sufficient. =s

yukizen.4980:

I am having the same problom I want to buy Gems but it keeps telling me that my Credit card has Failed..I tryed my Husbands card and the same thing….my husband can buy gems just fine on his account but I can not…I Never had this problom before I could buy Gems just fine….. now I can not

Its cause your account was flagged by their high risk system as well the others who are getting the same message " card not Approved", my biggest concern is its happening to people who purcahses for the first time and get blocked right away.

Incident number [120914-003040]
Bought Items via gem store but never received them in mail
Tried to buy 2 die packs and a crafting boost, When I thought I didnt do it right bought another crafting boost which i also never recieved.

So now down 700 gems without anything to show for it
Need some assistance pretty please.