Just a note to let you know I’m merging about half a dozen posts to gather all the reports of players having trouble buying gems in the Gem Store. This means you may see some repeated comments within the thread, but making a merged thread allows us to give you one single, update so you know the status of this issue and it will make this issue and its upcoming resolution more visible.
In a nutshell, and I’ll post this at the bottom of the thread as well, we’ve been able to determine that our billing system provider has had an issue that has prevented some players from making a Gem Store purchase. Quite honestly, it was pretty hard to find what was going on, which is why for a few days we were not able to confirm exactly what was causing the issue, and we did wonder if the problems were unique to individual players. At this time, the provider is actively working on a fix and we hope to have this all ironed out very soon. I’d suggest that you do not need to submit a ticket, but you may if you wish to do so.
I will update you as soon as I have more information. In the meantime, please accept our apologies and our sincere thanks for your (attempted) support of our game through Gem Store. We hope you’ll make that purchase as soon as the problem is worked out.
I decided to purchase some gems today. I opened the black lions trading company and clicked buy gems. I then filled out the required field and selected PayPal. The game minimized and a browser opened to the PayPal site. I logged in to PayPal and allowed the charge. The page then went to fatfoogoo.com (wtf?). But I’m looking at a blank fatfoogoo.com page. Refreshing the page does no good. So…
What/who the hell is fatfoogoo.com – if its legit they need a better name!
Second, how am I suppose to get gems if the site doens’t function?
Awsome! Twenty minutes later (and a LOT of F5) the fatfoogoo.com page says:
“Unfortunately there was an error with the payment provider. Please try again later. If this error still persists please contact customer care.”
What is even better is that I just recieved an email from paypal and have the gems (in game). Seriously! Seriously! Every thing worked before (for me at least). Now I have to navigate this?!? – “there was a problem but we got your money and here are the gems” – what was the problem and why did it take sooooo long? Hampster die and had to replace it? Seriously!
Just to help put your mind at rest about fatfoogoo:
fatfoogoo | LinkedIn
www.linkedin.com/company/fatfoogoo?
LinkedIn
fatfoogoo provides the leading game commerce ecosystem for the monetization of online games and virtual worlds via micro transactions.
It seems Digital River bought out fatfoogoo; I suppose that is why you were re-directed (probably mistakenly?) to that page.
I am sorry you guys had trouble making a gem purchase, but really appreciate that your posted. Your experience could help others, where they’ll know if they wait a bit, the purchase will probably process. Also, hitting “buy” multiple times can result in multiple purchases. Now, of course we will refund those as quickly as possible (as long as the gems aren’t spent ) but it’s best to avoid the hassle for you by simply clicking once and then waiting a bit to see if the purchase goes through.
That great and all but the issue is still there, what’s going on and is there some issue with using the PayPal service for gem purchases? That message is getting old.
Mind Over Matter. If You Don’t Mind, It Doesn’t Matter
I actually have had this exact same issue for a few months now.
When i get to the checkout page on PayPal and i click purchase, it will give me the errormessage. Ive submitted a ticket but according to support its an issue on paypal’s end. However, PayPal works for me for everything else, so there must be something going wrong in the payment between anet and PayPal.
At any rate, after a few tries, whilst getting the errormessage every time, i finally get my gems sent to me.
WeirdScience — we are investigating this.
aesur — are you having this exact problem? (Are you able to purchase at all, after time, even with an error message?)
Mordachai — did your situation mirror WS’s exactly? But you found it did work eventually, it seems. Would that mean that even while you got an error message, the purchase eventually processed?
Can anyone recall the exact error message? We have folks looking into this, so the more details, the better. Thank you for your reports and any additional info you can give!
Aye, it was the exact same thing.. and it has been like that the past half dozen or so times ive tried to buy gems. After confirming payment on PayPal i get sent to fatfoogoo.com and the message reads something like “Unfortunately there was an error with the payment provider. Please try again later. If this error still persists please contact customer care.” , with the red button beneath it that leads to the customer support page.
That said, even though i get the errormessage every time, 20 or so minutes later my gems arrive.
Also, thanks for the update Gaile. Its good to know that its being looked into, even if its not solved yet.
I received the same message now, after using Paypal. “Unfortunately there was an error with the payment provider. Please try again later. If this error still persists please contact customer care.” cdn.fatfoogoo.com
After some minutes the gems arrived at my account. However, I tried it several times. Guess I will be billed now more than one time.
I never experienced this before, but there is one difference. It happened with the Internet Explorer 11. Before that, I only used Google Chrome.
I have this issue two or three times. I opened a ticket with support and they said it was declined from my bank. After contacting my bank they stated that there was no request from A-net. A few days later it worked.
Ours is not to question why, ours is but to do and die
Make sure the expiration date you put in is right. I had a problem like this awhile, i was buying gems for a good while without a problem and then it suddenly started to fail. Exp date was wrong.
I got this via Paypal, Visa CC….tried purchasing the game online – failed (mainly due to devs not knowing how to properly setup an accounting program) – if you are stuck like me using US CC and also using military overseas info, you get double kicked by company. You cannot use United States as your country address if you are overseas because the IP logger tags you in whatever foreign country you are – like Poland. So it will not show up on the listing of countries United States….so you cannot do anything since you have no option to properly use the country you normally have on your info. This has happened to me for all my payment methods…so ended up having to purchase this game via local Polish game store. Now I want to use the gems in game, but again…the devs did not setup the payment program properly and again, you cannot use both US/Foreign in combination even though this is normal for any military/diplomatic personnel who are in foreign countries using US based cc/etc. You would think that a company like this could fix it…thankfully at least no other store in Poland is too stupid to be able to use American CC while in Poland. Just wish these folks could figure it out.
I guess I see it this way. I would rather someone with a Poland IP not use my Canadian address CC that they stolen from say… a store or a bank machine (yes, there was a bank machine near me that actually had about 100 000 credit card numbers stolen) then Anet let it through because they knew the information. Just because you have the information, doesn’t actually mean it’s yours. I’m not saying that it’s not your credit card, but that is how hackers/thieves get the same information.
As I’ve already said, I’m having the same problem as the OP, but I just got word back from Arenanet saying that I had recently activated security measures with my recent purchases, which is strange since I haven’t bought gems in well over a month. That being said, my account was hacked earlier this month, and while everything has been restored, I don’t know if this has anything to do with this problem.
I had the same issue last night buying gems for a transfer. Never had a problem before. When I turned off my vpn I could buy them no problem but when I connected to the game via my vpn gem purchases failed. Don’t know if that’s anyone else’s problem but it might be worth checking if you use a vpn. I’m guessing digitial river (the people processing the gem purchase) have blacklisted blocks of ip addresses from known vpns.
Interesting as I also use a VPN when i play, didn’t try buying gems without using it though…. Is it possible to get the watchwork pick even though the sale is passed? Since I was buying gems to get the pick in the first place.
At this point, we’re still working to get this corrected, and we’re sorry if you end up getting more gems then you intended to purchase.
If this happens to you, submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. This is a Payments or Billing Issue, and I know that the team tries to react very quickly to such tickets. They will remove the unwanted gems and issue a credit as quickly as possible, so don’t hesitate to content the team if you want that service.
(I need to say again: Please do not file a charge-back. We will take care of you, but if you file a charge-back we are contractually required to close the account, and we don’t want to do that any more than you want us to!)
Same problem for me. I can’t buy gems at all. I’ve tried my debit card and paypal and neither work, I just get “Unfortunately an error has occurred. Please try again later!” massage every time for about the past week. I don’t believe the problems on my end as I’ve used the same card via Steam and it works just fine.
I also can’t purchase gems with a credit card or paypal. I decided to just buy a gem card from gamestop and now I get an error message when I try to redeem the code.
We have a very brief period this weekend when the Gem Store was offline for maintenance. Everything is back to normal now.
If you’re having difficulties purchasing with something other than PayPal, you should submit a ticket so that we can look at your situation individually.
If you have trouble with a gem card, you should submit a ticket so the team can examine the matter and see what is to be seen about the card and the redemption process.
Hi admins,
I tried to use the payment by paypal and credit card ways and not working.
It’s says: “Unfortunately an error occurred please try again later”
everysingle time
Plz help me fast as you can cuz i got to buy the Character Slot!!
Thanks in advence!!
I got the same error message from paypal. BUT just wait a couple of minutes … probably your gems will appear and the transaction will be finished.
A couple of weeks ago i got the same message and i retried to order several times just to see an hour later that EVERY order has been processed. I now have a lifetime stack of gems xD
I have been trying for n hr or so and same thing except I am trying to use my CC. I have tried about 5 times in the last hr so hopefully i didn’t just buy a million gems LOL. Pls fix!
It tells me that order cannot be processed no matter what option i chose from. I usually just use pay pal and i tried to use visa as well. still nothing. what do i need to do
I’m having the same issue, all the told me with support was to change my method of payment cause some others have had success. Tried going from my visa to paypal and still having the same issue. I’m slightly perturbed when they have these one day sales and then have these kinds of issues and seem to have no idea how to fix them. Whats even odder is I bought gems as a gift for a friend and that worked just fine on their account, but on mine its completly “An error has occured, please try again later.”
I’m sorry, I can’t hear you over the sound of how awesome I am.
This has been happening to me for a few months, I just tried again because I want to buy another character slot. Then my wife is going to need to do this as well. Generally I need to wait 30-45 min. after the purchase in order for the gems and purchase order to show up. It’s frustrating but don’t keep buying gems over and over this way because you’ll keep getting the error and it will keep processing it. Just a little warning. I double bought a few times.
I am so sorry you both are having this issue! I see that these posts were made earlier — are you ok now? Alternately, did you submit a ticket so Support could help you?
Hey everyone, I started playing Guild Wars about 2 weeks ago and decided to buy gems for the first time today, since a lot of stuff seems to be going on sale, especially the character expansions!
Well, when I tried to purchase them it said something about an error occurring and to try again later.
Well, I’ve tried multiple times throughout the day, and keep getting the same error. I know I have the money to buy them, and the info is correct, but it keeps saying to try later.
I’ve been wondering if anyone else has been having this issue, or if I am alone in this today?
I am sorry you are having this issue. I am going to gather these reports (mostly from today) and pass them along to the developers so they can make sure things are working ok. Sometimes these issues are individual — a credit card issuer has issues, PayPal is slow to fulfill the order — but sometimes player reports point to a genuine issue.
Let me pass this along, and thank you for your continued efforts! Can you update this thread if you find you’re able to purchase? Thanks!
) but it’s best to avoid the hassle for you by simply clicking once and then waiting a bit to see if the purchase goes through.