Guild Wars 2

Just got a nice email. Seems many issues were resolved! Check your inboxes..

Hello,

This is a mass message which you’re receiving because you appear to have contacted us about the Trading Post, Black Lion Trading Company, gems, or another similar issue. We’ve resolved a number of issues with these systems over the past few days. We’re sending this mass message to help us get this information out to as many people as possible as quickly as we can. Please take a moment to read through the message below. It’s split up into small sections so that you can read the section heading and move on to the next one if it’s not relevant to your request.

• Items purchased from the Trading Post weren’t received or money earned from a Trading Post sale didn’t arrive
  We have resolved an issue that was preventing the completion of Trading Post transactions. All the transactions that were delayed have now gone through, and you should be able to pick up your items or money. Remember: you must be at a Trading Post NPC to claim items or gold from the Pick Up tab of the Trading Post interface. If you still have not received your items or money, please reply to this message. If you didn’t already, let us know what you bought or sold, and the approximate time and date of the transaction.

• Gem store purchase didn’t arrive (boosts, character slots, or anything else purchased with gems)
  There are two possible causes of this issue. Firstly, your mailbox is limited to 10 mails at a time. If you receive more mails than that, the extras will not show up until others are deleted. This includes deliveries from the Black Lion Trading Company. In this case, you will need to delete some mail until the message with the items shows up. Secondly, a relatively small number of purchases from the Black Lion Trading Company were not delivered. We refunded the gems from the failed purchases this evening. If you bought something with gems, didn’t get it, and the gems have not shown up in your gem balance, please reply to this message. If you didn’t already, let us know exactly what you bought that didn’t show up, and the approximate time and date that you bought it.

• Purchased gems weren’t received
  There were some cases where gems were successfully purchased, but the delivery of the gems was delayed. We believe that this has been resolved in most cases. However, if you purchased gems but still do not have them, please reply to this ticket. If you have it available, please include the order number from your gem purchase.

****** Auction House, Black Lion Trading Company, or Gem Exchange down for maintenance
We can’t promise you’ll never see the maintenance message again, but at this point these features are all up and running normally.

****** Extra character slots received with a character slot purchase
We are aware of an issue that caused some folks to get extra character slots after making a character slot purchase. We reviewed our options for fixing this, and decided that the best thing to do was to leave them there. If you got a free slot, enjoy!

****** Gold or karma refund requests
At this time the support team is not able to offer refunds for mistaken purchases from NPC vendors, the Trading Post, or other in-game sources. We’re sorry that there’s not more that we can do; we just don’t have the ability to make the necessary changes to your character right now.

****** Gem or real money refund requests
Please reply to this message and we will review your request individually. Please include your order number if you have it available and didn’t already provide it.

****** Gems from beta events
Beginning with the third and final Beta Weekend, and during some of the stress tests, it was possible to buy gems for the regular price. Those purchased gems were reissued at the beginning of the Guild Wars 2 head start. Gems bought with beta gold or "purchased" during the earlier Beta Weekends when the purchase process didn’t result in an actual charge were not reissued.

****** Text difficult to read with some user interface size settings
When using the small interface size settings, the text on Black Lion Trading Company, Trading Post, and Gem Exchange sites can be difficult to read. We’re aware of this issue and we’re working on it. In the meantime, as a workaround you can set the interface size to "normal" while using these features.

****** Billing issues (multiple charges, removing your credit card information, and so on)
We have made an effort to get all billing-related issues directed to that team before sending this message, but it’s not always easy for us to separate them out. If you are requesting help with a billing issue, please reply to this message for assistance.

****** Other issues
If the issue you contacted us about was not mentioned above, please reply to this message and we’ll take an individual look at it.

Finally, I’d like to let you know that we’ve also changed the subject line of this ticket so that we can easily identify and appropriately prioritize any further response from you, should you need to reply. We still have a very large number of requests to respond to, but we will make every effort to get back to you as quickly as possible.

Regards,
Mitch
Guild Wars Support Team

The title of this post is deceptive – gem store distribution methods may have been fixed. Accounts trying to purchase gems but have been locked out by NCSoft has not been fixed.

Still can’t make purchases though.

(denied payments)

Lady Lozza.9670:

The title of this post is deceptive – gem store distribution methods may have been fixed. Accounts trying to purchase gems but have been locked out by NCSoft has not been fixed.

Hence the (?) at the end. Was curious if a good chunk have been fixed or not.

Also, it states in the email (if you have gotten one) to respond to the email in question and they will continue to assist you.

The email states that things are being looked into, and many issues have been solved. Was trying to offer hope to those who have been waiting. Hopefully your issues will be fixed next.

Sin, my issue has been a known issue since Beta 3, my support ticket is a month old. Other than the infeasible response of “get a new credit card” I’ve yet to see any sign that the archaic anti-fraud methods which are targeting old time NCSoft customers are in anyway being dealt with and -to be frank- given that it is NCSoft’s system which is tripping up our payments I see little which the Anet gem store team can do without upsetting their parent company.

#Billing Issues
Reference # 120906-000890

payment didnt go through, neither paypal or cc

I paid for 4,000 gems with Paypal 2 day ago but have still not received them on my account. My incident no. is 120905-007159.

I find this unacceptable that it is taking so long to look at these queries. I purchased the gems because I wanted to use them 2 days ago!

If the gem store wasn’t working it should never have been running, especially when you are dealing with ‘real’ money.

Gaile, the issue affecting the most people on the Gem Store thread is being unable to make purchases because people are randomly and unjustifiably being tagged “fraudsters” by ArenaNet’s clearly fault “payment protection system”. That issue was not even mentioned in the email! WHEN is that issue going to be addressed?

The issue of thousands of people not even being able to purchase gems was not even MENTIONED on the game status update!!!

I purchased gems on 09/06/2012 06:00 AM. Order number: 28522386. I STILL don’t have my gems but my husband has the gems he bought (on the SAME card) later that afternoon. No response to my ticket either.

Ticket#120906-005232

Incident: 120901-012227 and 120831-008473

Can’t buy any gems with credit card or paypal, since August 30th 2012…
Both are not working….

When using credit card – Card approval failed error.
When using paypal – An error occurred finalizing your purchase.

I tried two different credit cards and two different paypal accounts…

this started happening when i made a support account anyone else think this may be linked?

#120907-005522

Same as above! Stopped working today. When I was going to buy a few gems: worked fine up until now. Now neither payment method works: “When using credit card – Card approval failed error.
When using paypal – An error occurred finalizing your purchase.”

Correct I cannot make purchases for gems. I was able to make two at near launch but now I can’t make anymore.

Please fix them! Visa says there isn’t anything wrong with my card and paypal doesn’t go thru either.

120905-009810

Remove my card details.

There is no excuse for this not being a player controlled function, and is in direct contravention of the Data Protection Act.

Well, ArenaNet and NCSoft have definetly make a lot of their customers a.k.a “players” look like criminals with their fault “Payment protection system”.

I hope they do know that there is also National and Global “Black Lists” to firms, where people can inform those firms, who are making innocent people looking like “fraudsters”. Of course these “Black Lists” will affect those listed firms partnerships negative way and of course funding too.

I don’t want to be marked like “fraudster”, like any of firms don’t want to be part of these “Black Lists” either.

So please, be so kind and fix this problem. Clear your customers reputation.

PLEASE FIX THIS PROBLEM.
I WANT TO BUY GEMS.

Incident: 120901-012227 and 120831-008473

Can’t buy any gems with credit card or paypal, since August 30th 2012…
Both are not working….

When using credit card – Card approval failed error.
When using paypal – An error occurred finalizing your purchase.

I tried two different credit cards and two different paypal accounts…

120905-009810
Remove my card details.
There is no excuse for this not being a player controlled function, and is in direct contravention of the Data Protection Act.

GaileGray.9587:

We’re on board with the general message that we need to allow more people to make purchases, to adjust barriers that protect against fraud but which may also prevent legitimate purchases.

Fixing this is definitely in all our best interests, and it is something we’ll continue to try to improve. In the meantime, thank you for your patience, and thank you for your support of the game!

How long does ist take to fix this problem?
We all want to buy gems….

Incident: 120907-000336

When using paypal – An error occurred finalizing your purchase.

Seriously, not even Diablo 3 was this buggy on release

If you are still experiencing issues with the BLTC, please open a thread or post in an existing thread about the same issue. Since this thread is not bringing up a new issue, it will be locked. Please help keep the forums clean by staying on topic.