Guild Wars 2

Unable to purchase Gems with Discover Card. Incident: 120915-001260. The error message I get is “type”: “orderModel:error”.

I just submitted a ticket, I was able to purchase for a few days about a week and a half ago and now nothing. I didn’t even know about this “security issue” lockout until reading this forum. I wasn’t able to purchase when I got the game and then it worked for a few days and then just stopped working.

Response Erik via Email 09/10/2012 07:08 PM
Hi Kitty,

I am escalating your ticket to our Payment Review Team to research your issue. Someone will be in contact with you as soon as possible.

Thanks,
Erik
NCsoft Account Support

My ticket is now “Closed”. You know what? I’m so unbelievably frustrated and livid that they would CLOSE my ticket. I haven’t gotten ANY sort of response from support after this. THAT WAS FIVE DAYS AGO. On a ticket from THE 31ST. Fifteen days.

And just a closed ticket without any further response.

You DO REALIZE there are less time consuming ways to give people the middle finger, right?

So my Ticket about this was CLOSED with not a single freaking answer from Arenanet or anyone.

I would just like to say your costumer service is the worst of all the companies I’ve ever had to contact.
No feedback, no answer in weeks, no help what so ever.
I’ll be making sure the word is spread about how crappy your service is.

Open a support issue(120915-000078)yesterday about buying $20.00 worth of gems and never receiving the gems. My bank account is still charged for the purchase but I have never received the gems.
Not much more to say beyond I went into the gem store selected the 1600 gem package, entered my CC information, clicked buy, then nothing the gem store kind of refreshed but no gems appeared. I have purchased gems before with no problems, but nothing but problems this time.

13 days without a single response.

still screwed out of 2000 gems.

Posted here every day, ignored.

Posted to the reddit account, ignored.

Opened email tickets (and reopened), ignored.

Still not one word from arenanet.

was able to purchase gems with my paypal account few days ago now cant anymore ticket #120916-001042

I also can’t seem to purchase through Guild Wars 2, but I havent submitted a support ticket.

I live in Canada (Westcoast), not quite sure if this has anything to do with it
I’ve tried paypal and visa and neither works
I’ve been trying to purchase Guild Wars 2 since two days ago, however my credit card and my paypal was denied, so i decided to buy through a third party (dlgamer), so its not just the gem shop, I couldnt even buy the game via whatever Arenanet has set up

I don’t know if im awkwardly amazed for the lack of response, the lack of attention or by the overwhelming capacity to ignore a completely crystal clear (a shattered one by the way) “bug” with the Gw2 billing system … The most “funniest” part of all this story its that we are almost beggin them to FIX that wretched billing system so we can spend our money to increase those guys profits …but don’t worry guys this dyna-bug its gon’ be fixed on 8 days when blizzard launches MOP =D LoL ….

I bought a primevil armor skin on the gem store and still have not received it. I bought it on 9/15/12. I didnt buy it with real money but i converted the gold to gems and bought it that way. and when I made my purchase I had nothing come in the mail.

For all you people not receiving items bought in the gemstore…. :

EMPTY YOUR MAILBOX

95% of the time THIS IS THE CAUSE.

Please people, read this thread before you post.

Hello. Please help me out with a 24hour window so i can buy as many gems as i need. I’ve been locked out for a week now. Pretty sure I am flagged by your system as high risk.

I have tried my visa, my wife’s visa, both trough paypal and checked with my bank if they have blocked you out, but they haven’t.

#120916-004027

Been locked out for over a week now due to purchasing gems on your system for a few weeks prior. Would like to request removing the high-risk lock out when possible, thanks.

#120910-000639

My ticket has been open since 9/9. A week. No response.

I am again having the issue of all purchases being blocked. I would appreciate some sort of response or a lift on limits being placed on my account. Thanks for your time.

ticket # 120916-005781

My issue two posts ago was just resolved and the ticket answered. Thank you.

Same problem everyone else is having. Seems they placed a block on my account from buying gems. Would like to be able to buy gems, as I was able too in the past, and it is nothing on my cards end. Thank you.

Incident: 120916-006232

Still haven’t had an answer to my question, my ticket number is #120914-003484, I am unable to buy gems as it says card approval failure, my details are correct and I have sufficient funds.

Cannot purchase gems . tried both CC and paypal. Get processing error.
ticket # 120916-006430

Greetings, I bought a character slot upgrade in the gem store today and for some reason, I got 2 of them instead of one.

At first I thought I must’ve bought 2 by mistake but it looks like I was only charged the 800 gems for a single slot. I realize this is low priority but could a support person remove the extra one? I don’t want to be banned for using this extra slot by mistake!

Many thanks!

Incident: 120916-005373

i am also unable to buy gems , getting approval failed with 2 different cards.

Ref# 120904-009443

Update Ok here we go again! Now I am losing my taste for this game. After they have seemingly fixed the issue and I was able to purchase again, I found a few days ago the problem has crept up again. Now let me say because of all this red-flaggery going on with my credit card, I decided to just load funds on my PayPal to avoid all of Anet’s minutia. So I was declined from using PayPal solely in this case which says that I am clearly being flagged for no obvious reason to me.

Is it me or is a company that does not charge a monthly subscription suppose to be making their money from their “cash store” for development and other expenses involved in publishing this game? Why in hell would this be prohibited on such a grand scale? It has caused me to ponder the long-term outlook for this game. Will it be just like the others where the publishers get as much money as they can upfront, hold up all the development, lie and lead on the customer/user base, and ultimately let it die?

I have reopened this case – its been 3 days!

Honse.3602:

#120916-004027

Been locked out for over a week now due to purchasing gems on your system for a few weeks prior. Would like to request removing the high-risk lock out when possible, thanks.

Same here.

It’s been 5 almost 6 days since I’ve opened my ticket and still no reply. I really want to buy gems, but as time goes on with no help at all, it makes me wonder if I want to give Anet anymore money than what I’ve spent buying the game….

Incident: 120909-006156

My “in progress” ticket is 8 days old now. Please respond with something. Anything.

This “An error occurred finalizing your purchase.” message keeps popping up whenever I try to purchase gems, and there’s nothing wrong with my PayPal account. I’ve called. I’ve checked. The error is entirely on your end. I’d like to know exactly what’s going on. I’ve read through this thread and a lot of people are angry with the same exact issue I’m having, yet their tickets are going unanswered (or even worse, closed without a response). Apparently there’s something called a Payment Risk Management System you guys have set in place that’s probably causing all of these legitimate customers from purchasing gems. If this is the case, let me be one of many to tell you this is absolutely insulting and unnecessary. Within the time frame I’ve started this ticket, I’ve been blocked, unblocked, blocked, unblocked, and blocked again. What is the point of that? Check my transaction logs and you’ll see what I mean. If there’s a limit on how many gems users are allowed to purchase within a certain time frame, you need to let us know instead of keeping us completely in the dark. If your system thinks I’m making fraudulent purchases, why unblock me at all? If your system is comfortable enough to unblock me, why keep blocking me after I make a few gem purchases? Please get rid of this payment risk management system. PayPal and credit card companies already have established systems set in place to detect fraudulent purchases and identity theft. The system on your end is obviously not working, and it’s punishing, infuriating, and framing a lot of innocent people who simply want to play the game and give you guys more money. I understand you guys may have this risk management system in place to help with the workload, but it’s clearly doing the opposite. If anything, it’s merely deterring a handful of bad guys while catching thousands of innocent customers in the cross fire. Please respond with something. We’re tired of being unfairly labeled as frauds, then being completely ignored. I’ve played many MMOs, and this is the first time I’ve felt like customer support has failed with how they’re handling support issues. A business can’t keep hiding behind “We’re busy, we’ll get to you as soon as we can.” forever.

ticket:120912-002664

Been waiting for support since last monday! Please help me out with a 24 hour window to purchase as many gems as i want..
Visa card declined,paypal declined. Bank has not blocked you guys out in terms of high risk..
Please help me out..!

ticket:120912-002664

Been waiting for support since last monday! Please help me out with a 24 hour window to purchase as many gems as i want..
Visa card declined,paypal declined. Bank has not blocked you guys out in terms of high risk..
Please help me out..!
drakonix666@gmail.com

Ticket: 120915-003?684

Card approval failure prevents buying gems. Please remove the ridiculous fraud prevention block so I can buy more gems. It should not be this incredibly aggravating for players to give your more money.

DarqueDiva.8032:

Is it me or is a company that does not charge a monthly subscription suppose to be making their money from their “cash store” for development and other expenses involved in publishing this game? Why in hell would this be prohibited on such a grand scale? It has caused me to ponder the long-term outlook for this game.

This is a very good point. Aside from game sales, the gem store is the prime revenue stream for supporting GW2’s future development. I purchased this game because I wanted to commit to an MMO for the long haul. However, as these gem store issues continue unabated, I would actually feel more secure if GW2 required a subscription. This way, we are virtually guaranteed further game development down the road.

Unfortunately, the lack of a subscription is a double-edged sword. We get to play a masterpiece of an MMO without a monthly subscription. On the flip side, AreaNet is under no obligation whatsoever to develop this game further, other than patches.

Given these points, my concerns regarding the gem store go beyond the customer service aspects.

I have a similar issue.

I have purchased before and after a lot of probs it was ratified.
I tried to purchase Gems on the 12th it states ..Failed…..
To-day I tried agin to see if it was ratified …No states ..FAILED
i Tried to login into Support from the game it states.. Blocked / incorrect password
so I cannot even update my ticket now .

Here is the ticket number plus my previous order

.credit card purchase [Incident: 120912-002924]
.

Date:

Sep 12, 2012 11:34

previous purchase below
..
Order number: 27730244
Order date: 8/24/2012

FINALLY got to purchase Gems yesterday, I ended up having to use a $50 Pre-paid MasterCard because my own card had been used on too many NC Soft Accounts and I had to get a 48 hour reprieve of my supposed “High Risk Status”.

I got three character slots and a bank expansion. Needless to say that’s the last bit of money NC Soft will see from me until they fix this atrocious system.

Lucky you. I Love the game som much and have been checking my mail constantly for a week now waiting for support so i can buy gems..

ticket:120912-002664

Been waiting for support since last monday! Please help me out with a 24 hour window to purchase as many gems as i want..
Visa card declined,paypal declined. Bank has not blocked you guys out in terms of high risk..
Please help me out..!

My issue took 14 days. This is a long, but understandable amount of time.

What I cannot understand, is why there is 0 communication between opening a ticket and resolution.

Thank you for the response; please consider sending out a mass mailer to those with open tickets letting them know you are not ignoring them and their issue will receive attention; I think it would go a long way to appeasing those of us who need support.

Ryan.6951:

My issue took 14 days. This is a long, but understandable amount of time.

I beg to differ. Two weeks to resolve an issue that requires a few keystrokes is completely unacceptable.

I’ve received (as of this writting) 46 emails thanking me for 1 purchase, please stop spamming me and send me news or something else

120913-003435

Ticket 120913-000666 submitted 09/12/2012

I submitted this ticket after getting “Transaction Failed” following an attempt to purchase gems using a credit card that I’ve had for years. A representative of Bank of America was on the phone with me when I attempted to purchase gems. When the transaction failed, the rep suggested that I contact support because the problem wasn’t at their end.

This afternoon (09/17/2012) I received a follow-up from support which said that: “In reviewing your account, I can see that I am able to override your purchase restrictions for 48 hours. Please make your purchase within this time frame. If you are unable to make the purchase within that time, you may need to contact us again.” The e-mail also included a link to the support forum saying I could review and update my ticket at this site.

Acting on this information I once again tried to purchase gems. The transaction failed. So I am submitting this update per the instructions in today’s e-mail from support.

Update 09/19/2012: Today I was finally able to purchase Gems. I contacted my credit card company again today to make sure that I am billed for only one purchase from NCSoft and that it was the one I made today. I consider this matter closed.

I hope that Gem Cards become a reality because I would prefer doing business with a local retailer.

In a way, it’s good to know that this is happening to a lot more players. Hopefully the anti-fraud mechanism is being reworked as we speak. They could even maintain the system, as long as they get a more permanent fix for legitimate players. This 24-hour window is ridiculous in a customer’s POV since it makes us feel like we’re asking for a favor to actually spend money with them. This “favor” will unavoidably make players far less eager to buy from them.

I had my credit card getting red flagged in GW1 some months before the launch of GW2. I had previously used my CC in GW1, in two accounts, for nearly 6 years before they’ve implemented this system.

My current problem is another one, as my purchase attempts are not even being registered. But when they fix this problem, I’m more than likely to fall into the same silly conundrum.

Same thing as everyone else, bought some gems the first day of release, worked fine. Tried to buy some a few days ago, card was rejected, as was my paypal account. No response to my ticket, etc etc. Here’s hoping its all cleared up soon.

Ticket number: 120914-001127

Cannot purchase gems from store
120916-002108
Updated
09/16/2012

Please let me buy gems again. I had to call my credit card company to fix my account and now it works again… Really annoying, just wanted Gems. Please also make Gem Cards soon lol. In the meantime please fix my account so i can buy again. Thx.

Same Issue. Cannot purchase gems.. I have tried Both PayPal and Credit Card, I have made 3 previous purchases in-game using the system but since Sep 3rd I haven’t been able to use it.

hi I think I have the answer to all this…. Failed on purchase

I was in contact with my card company and they have given the reasons for flagging.

As there security will not do the following.

Hi there , on contacting my card holder they have informed me of the following,

they did flag my card as………………………………………………………

Ncsoft are trying to make the account a Direct Debit.

This cannot be done on any Pre-paid card. (Mastercard)

these are for one of payments and should be as such.

Therefore you will encounter this on any pre-paid Mastercard.
………
I have been using this card for over 5 years on Guildwars 1 when they stopped Maestro card.
…………
so they must make the account as 1 off payments re security on pre -paid cards not direct debit.

So please advise as I only have pre-paid or maestro and what the alternative is.

.. credit card purchase [Incident: 120912-002924]

Therefore the support to askt wait for 24 hours then try again will not work as they problem is ..Pre-paid cards cannot be made as a direct debit

So will you please adise what can I do to purchase

Hello all. THis is just a nightmare. today i got respons after waiting since last monday. I have stated clearly that I have talked to my bank 2 times to check if they have blocked any further transactions towards bying gems.
If they have seen it as high risk, but they have not.

Today i got a reply, and ofc it will not help me at all. i have talked to my bank about this issue as STATED.

Now i give up, and ordered my selv a new visa card and new mastercard to see if it will work then.

Here is what support told me:
Hello Terje,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible.

After reviewing your account, we have found that your purchase attempts were declined by your financial institution. When this happens, we are not given a reason of the decline. Please contact the financial institution for information about the refusals. Once you have resolved the issue with your financial institution, try to make your purchase again. You should have no further issue.

Please let us know if you need any further information.

Regards,
Joshua
NCsoft Account Support

Support team!!!!!!!!!!!!!!!!

Please give me a 24 hour window to buy gems…

120912-001196

I still have not received my items either. I will continue to bring it up them until I get what I paid for, simple as that.

Character Slot Purchase Ticket#120903-010605
Hello ArenaNet, I first want to say TY for creating the most excited MMORPG in ages!!
I used 800 Gems to purchase a character slot yesterday and it took the 800 gems out of my gem balance but never added a slot. I then decided today to try it again and it worked but, I am out 800 gems from the attempt yesterday and would like the slot or gems returned. I have spent over 200.00 on Gems in the time the game has been live and would appreciate being treated as a valued customer. I plan to spend a great deal on Gems every month as I love the concept and the items are a great value. Also as of this post at 2:19am PST when I try to make a purchase of items from GEM store I click purchase and confirm but nothing happens. * I posted this on Sept. 5th and have yet to hear anything and it is now the 18th?******

i don’t understand anything. i come home now. patch game and can now buy gems

I’m one of those bemused customers who suddenly couldn’t purchase gems, put in a ticket and finally got a response about lifting a restriction for 24 hours.

If my account, or indeed anyone’s account is flagged as ‘high risk’ and then prohibited from purchasing gems – perhaps it would be a capital idea to let them know somehow. Oh, I don’t know, maybe through this wacky new thing called e-mail?. I didn’t even know this ‘risk’ system existed ’till I googled the jargon in my support ticket and found this thread.

What use a 24 hour window is to me I don’t know. Does this daft, secret restriction status rollover at any point?, or can I just not buy gems ever again unless I contact support and wait a flipping week for a new 24 hour window?.

The lack of clarity on this has been frustrating and unprofessional. Not what I expected after 6 years or so of happy gaming with Guild Wars. I think I’ll save my money for other games in future.

Well, finally. I’m able to buy gems, without a time frame. Somehow the issue is fixed!

But now I ordered 2 dye packs from the store, gems are deducted but I got nothing. ^^ And yes, my mailbox is empty. Could it be just lag?

Hey, much like most people here i tried to buy an item from the store and i did not receive it however the gems were deducted

the item i tried to buy was the cooks outfit and i have made a ticket: #120918-005156

I bought some things from the gem shop, the gems were deducted but I did not recieve the items.

Ticket #120918-005144