Guild Wars 2

Just want to confirm that I spoke with my bank, and their has been no activity from Anet on my last few purchase attempts. My bank stated they only show the successful purchases from a few days ago.

I was able to purchase gems via paypal last night, after being unable to purchase them for the past week. No communication from ANet about what was wrong, what changed on their side to fix it, and if it’s a temporary thing or if I’ll be blocked again in the future.

Very surprised by all of this — this is the only transaction I’ve had in memory that I’ve had my cards rejected on. Here’s to hoping my account stays able to buy..

Well, after posting in this thread I was really hopeful that I would get a positive response from support. But after hearing what the response has been for other people…

Why is it impossible for them to give a response on this matter? Obviously some accounts should be flagged as high risk, especially ones utilizing Paypal which is notorious to the point most Free 2 Play game companies put a limit on how much you can buy with Paypal. (Like Webzen and Perfect World (the company))

But those using credit cards shouldn’t be punished! Hell, no account should be punished without an explanation. That is completely uncalled for. And there should be a way to unflag your account if you talk to support.

It’s wrong that the only option is that we get a new credit card and account!

#120905-009538
“Approval Failed”
Also was billed 6 times but no gems.

I bought 1600 gems last night and bought a bunch of mini pets but only recieved 1 pack and lost all but 200 gems.

Got problem with gem store
#120905-009609

3 days ago I upgraded my account for 2000 gems, which worked fine. Right after, I bought the minis pack (300 gems) and an extra characterslot (800 gems), but those 2 transactions didn’t go through. The gems got deducted, but the transactions don’t show up on the “recently purchased” list.

1 of the 2 items I purchased from the gem store still hasn’t come in the mail.

[Incident: 120901-002326]

Bought 5x Black Lion Keys on the 2nd September. Gems weren’t immediately deducted, so I thought the transaction hadn’t actually occured. Noticed later my Gem count was now reduced by the correct amount for the transaction. Still no sign of the keys, neither delivered nor showing up in the transaction history (which means the history now cannot explain my gem balance) Sent a support ticket at the time. Heard nothing yet.

Having this issue since Friday. Before I was able to buy gems without problems.
Now I get the “Card Approval Failed” error and a similar error when trying to pay with PayPal.

Incident # 120902-017798

Still cant buy gems with paypal. Once i finish on paypal website and it redirect me to gw2 website to finish the purchase i get “An error occurred finalizing your purchase.” and “Try Again” “Contact Support” buttoms. I`ve tryied the email support but after 4 days still no awnser.

i have the same problem. Tried to buy gems, with paypal, but got error. Then tried to buy with 3 different credit cards, but error again.

[Incident: 120829-012980]

thank you

Incident: 120904-005020, submitted 9/04: no response yet.
Same issue with “card approval failed” message when trying to purchase gems. Made dozens of attempts evenly spread over the last week and a half, since the headstart, but none of them have gone through.(including times when the trade post has been up and working in general) Tried using my Mastercard as well as a Visa pre-paid debit card, at different amounts, with the same results. It doesn’t even seem as if it’s trying to process the details of the card, just a flat denial on processing the transaction, based on the speed at which it comes back with a failure message.

In lengthy searches of the internet for resolution on this problem, it sure sounds like it may be related to the aforementioned purchase restriction inexplicably put on some accounts…but there should be no legitimate reason for me to be affected by such, not for any issue related to anything I can control, anyway. No administrative action taken on my account, no issues with accessing it thus far, haven’t linked my old GW1 account to it, no purchases(successful or otherwise) on the account thus far, long-standing credit card account in use for ~two decades and with zero issues or ever even any outstanding balances. If I’m a high-risk transaction, it’s not for anything I’ve ever managed to do.

I am completely shocked that this issue which by evidence of this thread is impacting ALOT of customers did not get acknowledged in the latest game status update posted to the GW2 wiki page. This bug is purely caused problems at ArenaNet, is dramatically impacting customers ability to enjoy the game, and perhaps most importantly is dramatically impacting the amount of money ArenaNet can earn from the game.

The solution here is simple. Remove permanently the purchase restrictions from everyone in this thread who has submitted a ticket, and do NOT apply new purchase restrictions until you have an anti-fraud setup that behaves sensibly.

The absurdity of these anti-fraud procedures is one thing. The lack of any official acknowledgement of affirmative action being taken to correct the issue is quite another.

To add to this – the complete absurdity of a purchase restriction being placed on my account is I am a Bank of America employee! Further, my wife has, with the same AMEX account, been able to purchase gems. We need some sanity injected into this issue quickly.

Reference:120830-000815

I purchased a dye pack from the gem store a week or so ago, and was surprised when I didn’t receive it in the mail. So I purchased it again, thinking I didn’t press confirm. And still no luck. So after the maintenance that same night I tried again thinking it would be better…. and guess what… still no luck… I’m really worried I wasted my gems/real life money. Please could you supply me with an answer regarding this issue? If phoning would be a better way to solve this issue what is the phone number I can reach support?

Update: I still haven’t received a response from Customer Service. And it has now gotten even worse. I can’t even receive ANY in game mail whatsoever. My main worry still lies with the fact I bought something with my money and still haven’t received what I paid for. Please may I get a response.

Reference: 120830-000815

Firestorm.8605:

Update: I still haven’t received a response from Customer Service. And it has now gotten even worse. I can’t even receive ANY in game mail whatsoever. My main worry still lies with the fact I bought something with my money and still haven’t received what I paid for. Please may I get a response.

Reference: 120830-000815

In case this might be helpful re: mail, you may want to check and see if your mailbox is full. You may need to delete old emails to make room for new ones. I wasn’t receiving mail for a day or so and realized I hadn’t deleted old mail. Once I deleted the old mail new mail that people had sent me starting showing up!

Same thing as everybody else, “Card approval failed”.

Obviously I would love for this to be fixed, but at this point I would just as much love if ANet addressed this issue in some official statement, and at least mentioned WHY some accounts were placed on this purchase restriction.

I bought 2 dye packs this morning between 8 AM and 10 AM and did not receive the dyes. I am still missing the 400 gems. The trading post went down for maintenance shortly after.

Would it please be possible to have an update on this issue as it appears to be a mass one? an indication at least ? anything is better than silence ^^

I’ve had the same issue for about a week now. I submitted a ticket a few days ago and still haven’t received a response. I’ve used both my credit card and my PayPal account to make recent purchases on the internet so I’m almost positive that it’s not on my end. Any help on this issue would be much appreciated as I know you have other pressing matters to tend to as well. Otherwise great game! I think you guys are doing a wonderful job :]!
[Incident: 120903-009904]
[—-001:000611:63786—-]

Card Approval Failed [Incident: 120905-010616]
I have made several purchases and all have gone through. But starting yesterday got the above message and haven’t been able to do it since.
-Thank you

120903-002418 Is my code. I have been trying to buy these gems for a week now with credit cards, pay pal accounts, gift cards, everything. They are all valid and are all working… no fund issues or credit card issues what so ever. You’re missing out on a lot of people money!

Just try and fix the issue, i’m looking forward to having the gems!

Ref# 120904-009443 – Hello – I have waited several days to get some feedback as to why I cant buy GEMS. I have purchased successfully in previous transactions but now can no longer purchase either with a valid CC or PayPal. I have also tried submitting this as a bug report in world. Would appreciate some feedback, this kind of thing ruins it for people like myself on instant gratification highs

I should note that anyone who attempts to buy and cant but persists (like I did) to try repeatedly (approx 4 times) to purchase should be aware your credit card may get flagged like mine did for fraud prevention. Once I cleared that up, then I figured NC Soft flagged it as well. Either way there is no issue with paypal or my CC at this time – Unblock please heh.

Thanks for your review!

My incident number: [Incident: 120904-006837]

I am also unable to purchase Gems from the store. The last time I tried (3 or so days ago), I received a message saying “Card Approval Failed”. The fraud department at my bank called me and verified that it was me trying to make this purchase and removed the hold on my credit card. I have been trying ever since to make a purchase to no avail – I still receive the message “Card Approval Failed”. I have even tried using PayPal with no luck. Please fix this soon as I’m trying to give you my money…

like everyone’s problem i cant buy gems with cc or pp

teckit:5849

thx.

No incident number appearing for me, but I have this problem. Cards are all fine.

Kaeziel.5173:

Used mine for 2 years with ncsoft (aion) for regular cash shop item such as surgery ticket and skins…subs…Besides if you bought the game itself on THEIR site with the SAME card,it just plain stupid to refuse the card for gems purchase.

Called bank and they aint blocking the payment,in fact they actualy told me anet never even tried to process it.So its not on our end.

Indeed realy frustrating,its like asking someone to take ur money,ridiculous.

Here is where the catch I mentioned earlier in a post comes into play. If you have bought NCSoft games previously you are more likely to have this problem. When you purchased GW2 NCSoft (or Anet I’m not sure which) created for you a dummy Master Account. You can’t do anything with this Master Account, you can’t log into it, cannot do anything you can normally do with a Master Account.

(I’d really love to know if it sits on the Master Account database and can be hacked but Support wouldn’t tell me that.)

So you will have (at a minimum now – you will have more if you had one or two GW accounts tied to NCSoft) two Master Accounts, I’m guessing this Risk Management some other player was given relates to the limits I was given by Support. IE the more Master Accounts you have associated with a credit card, the higher the risk.

Support ticket # 120903-001725

Tried to buy a pack of 5 Black Lion Key(s). Gems for three of those packs got removed from my account. But I received none. Attached screenshot of current balance and purchases (barring the free celebration cap). I have bought gems twice. Once for 1800, and this weekend I bought 4000 gems. Remember I only wanted 1 pack of 5 keys, not 3 packs of 5 keys…….

Hi,
I just submitted a ticket # 120905-010950 // I have tried paypal and two different credit cards that I know are clear to use, and all three failed. I’m trying to buy gems and have successfully bought about $50 before. Please fix my account if there is a restriction on it, or fix the gem store

I had no issue purchasing Gems, and made a few purchases without issue.
This past weekend I attempted 2 separate purchases from the Gem store only to have the items not delivered.
I continued to test with the 0 gem celebration ball cap a number of times, but continued to not receive the items.

My submitted ticket has more details.
120904-011591

I ordered 800 Gems with my Visa card and even received the purchase confirmation Mail but no Gems have been delivered yet. I’ve been waiting for about 8 hours or so. I hope they get through until tomorrow.

//Edit: They finally got through. It took longer than 24 hours but at least I got them.

I am also unable to purchase Gems through the store using Paypal nor Credit Card.

#120905-011126

I am not able to buy gems at the store trying multiple credit cards and paypal accounts. it’s been this way since the day the game launched, and my ticket 2 tickets have not been responded to.

120902-008692

I really want to buy gems, please accept my money. ^^

Incident: 120902-016784

Fails everytime I try and purchase gems with PayPal balance. Ticket made 3 days ago.

Edit: Just tried again now (bearing in mind I have tried it half a dozen times over the past few days with the same failure), and it worked. I dont know if its the result of this forum post or not, but Im happy either way.

Card approval failed constanly
[Incident: 120905-004800]

Ok I managed to puchase 1600 gems using Paypal. However, went on a spending spree in the Gem store – bought an armor pack and some dye packs. Gems were deducted from my total but the stuff never appeared. This happened on the 02/09/12.

I made a ticket on the 03/09/12, 12 hours after the items failed to arrive and I’ve been waiting ever since for feedback on that ticket.

Incident: [—-001:000673:04240—-]

120905-011158
I’ve got two tickets submitted on this issue now. One went unanswered for almost a week, so I opened another assuming that you guys missed the first.

The long and short of it is this:

Problem One:
I purchased digital deluxe. Got in on early access and created my first toon. Realizing that I didn’t love the profession and that my character slots were limited, I deleted her. Oooops…didn’t put two and two together to understand the Rytlock and the Tomes were single use per account. Items lost forever.

Problem Two:
Wanting my Rytlock and Tomes to help with my new guild, I purchased gems (no problem getting the gems). I used 2000 gems to “repurchase” the digital deluxe upgrade thinking that the items would be redelivered. Come to find out, that digital deluxe upgrade does nothing at all for people who are already digital deluxe. The items were never received.

At this point, I’m out my original digital deluxe purchase plus a second upgrade. Services have not been delivered due to some shortsightedness by ArenaNet on behalf of their customers.

Hope you guys have a make good plan in place to deal with all the upset, paying customers.

Can I at least get a response acknowledging that you guys see my ticket? Please?

On 08/28/12 I purchased 2 dye packs which I did not received. I opened a ticket on 08/28/12 and received an apologetic reply two days later with no indication it would be investigate or resolved any time soon.

On 09/02/12 I I updated my ticket to say the issue is persisting, no reply from ANET.

Last night 09/04/12 I purchased 2 Salvaging Kits and did not received them, I updated the same ticket for the Dye packs to note that as well, still no reply from ANET.

Yeah its been over a week now that I couldn’t do anything. I got it to go ONCE and then after that… Nothing…
You’d think that they would hurry and fix this so we could use it to get money, I guess money isn’t important for AreneNet!

Hello. i have been able to purchase gems. However i bought items with them 6 days ago and still not recieved any of them. The gems were taken off me right away though. I have now left to incident reports.

120904-010166

Circa, this problem has been in existence since Beta 3 – and for at least a few of us the problem is with NCSoft not Anet’s billing system, which when I’ve got it to work has worked fine. For many in this thread NCSoft is deliberately blocking our accounts making payments to them for fears of account theft and fraud. Even though I could fully explain the use of my card in their system (I’ve been a paying customer since NCSoft started offering their games to the West, around 10 years of payments a couple of card changes when I changed banks, and a desire not to put all my games in one account – stealing the account list to hack L2 accounts was a regular occurrence in the early days.) So even though I could explain, and account for, and approve every transaction lodged in their system against my card I was told by Support to get a new credit card.

Unless Anet chooses to bypass NCSoft’s payment system completely (and as NCSoft is the parent company I’m not sure that they are allowed to do that) then what we are waiting for is Anet to negotiate that our accounts and cards be unflagged, and we have absolutely no guarantees at this stage that they will be successful.

i hope to get some sort of comensation for this as if i knew i would have had to wait over 6 days i wouldnt have purchased them. im not expecting something big… but a gesture of good will wouldnt go amiss

I am having the same problem, tried multiple cards, and paypal and nothing works. Please let me give you money LOL.

Here is my ticket number…120904-010000

Thanks for your help.

My ticket about this is a week old #120901-012451 how long till you fix this????
It worked for 2 days, then stopped for 5 days, then it worked for part of a day, but screwed up later on, and hasn’t worked for several days now. USBank rep says your card system isn’t even attempting to auth. the purchases. I even tried several times with a banker on the phone, they confirmed your card system is down, and not actually sending out a request for payment. So fix it. Thanks.

I attempted to purchase XP boosts in the gemstore. The price of the boosts was deducted from my gem total, but I did not receive the boosts.

120905-001355

I’ve been having the same issue. The weird thing is that I had no problem purchasing Gems during the BWE and those Gems carried over to launch just fine. I used the same card then am I’m trying now and it’s still not working. Gives me the Card Verification Failed message like everyone else. The problem has been happening since last month and I’ve been trying over and over to the point they locked my Credit Card multiple times.

[Incident: 120902-003880]
[—-001:000530:54989—-]

I hope to see this fixed soon! Please and thank you!

Lady Lozza.9670:

Kaeziel.5173:

Used mine for 2 years with ncsoft (aion) for regular cash shop item such as surgery ticket and skins…subs…Besides if you bought the game itself on THEIR site with the SAME card,it just plain stupid to refuse the card for gems purchase.

Called bank and they aint blocking the payment,in fact they actualy told me anet never even tried to process it.So its not on our end.

Indeed realy frustrating,its like asking someone to take ur money,ridiculous.

Here is where the catch I mentioned earlier in a post comes into play. If you have bought NCSoft games previously you are more likely to have this problem. When you purchased GW2 NCSoft (or Anet I’m not sure which) created for you a dummy Master Account. You can’t do anything with this Master Account, you can’t log into it, cannot do anything you can normally do with a Master Account.

(I’d really love to know if it sits on the Master Account database and can be hacked but Support wouldn’t tell me that.)

So you will have (at a minimum now – you will have more if you had one or two GW accounts tied to NCSoft) two Master Accounts, I’m guessing this Risk Management some other player was given relates to the limits I was given by Support. IE the more Master Accounts you have associated with a credit card, the higher the risk.

Yeah i got that part already,thats the only email they sent back in over a week.
Basicly,you have too many account with that card so you cant use it for another account,yet without letting me chose to put gw2 on same old account or warning us.

Further then that,if my card wasnt good enought for another account,why the * you let us buy 2 gw2 copy with it in the first place.Either way NEVER i will get another Credit Card for some broken security system.

Anet/Ncsoft yall dont want my card ? fine by me.

What a joke,ur card been used on too many account,get a new card.Not our problem.
Talk about support.

I brought the primeval armour yesterday afternoon it has taken my 500 gems but I have not received the armour through email or anything

Hi there, I also have the same issue just like the others. My incident # is 120831-008371. Thanks for your time!