Guild Wars 2

Kitosh.7925:

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.

Is your mail empty? Some players are having the same issue but forget to clear there mail and recieved it after all old mail is deleted, just trying to help out. I think 10 mails can be saved up and all other mail wait for you saved up ones to be cleared.

I bought Primeval Armor Skin. Why can not I use it on my PvP armor? (doubleclick and nothing happens in mists) And do not tell me that this is only for PvE, because this game earns money on this. 10 $ spent for nothing? SRSLY?!

blackfoot.5027:

Kitosh.7925:

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.

Is your mail empty? Some players are having the same issue but forget to clear there mail and recieved it after all old mail is deleted, just trying to help out. I think 10 mails can be saved up and all other mail wait for you saved up ones to be cleared.

OMG you are amazing that worked. After clearing my mail they started appearing.

In previous purchaes 2 weeks ago I didnt need to do that it just auto removed the oldest mail.
THanks very much!

Kitosh.7925:

blackfoot.5027:

Kitosh.7925:

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.

Is your mail empty? Some players are having the same issue but forget to clear there mail and recieved it after all old mail is deleted, just trying to help out. I think 10 mails can be saved up and all other mail wait for you saved up ones to be cleared.

OMG you are amazing that worked. After clearing my mail they started appearing.

In previous purchaes 2 weeks ago I didnt need to do that it just auto removed the oldest mail.
THanks very much!

That fix has been said over and over and over and even in the “common errors”, yet people come here and vent all they want.

Clear your mail if you’re having issues receiving your items… your in-game one, yes… click the little delete button and you should receive all the other pending e-mails because your inbox is full

Sangrivane.4360:

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.

Same exact issue here, after weeks of back and forth I get told that between my wife and myself we have hit the 5 NC Soft Master account limit for our credit card. This wouldn’t happen if Guild Wars 2 could be added to an existing master account instead of creating it’s own dummy account. The math still doesn’t make sense though, I had one master account and my wife has one we are sure of and another she may have had but doesn’t remember the credentials for, however we have only used the CC on two accounts max. Adding GW2 dummy master accounts it only makes 4. I asked them to give me a listing of accounts using this CC and they forwarded me to a senior rep, but I have a feeling that will probably be a fruitless request.

I was also told that this CC would not work on their systems anymore, but she can still use it just fine, while I cannot. It’s getting hard to breath with all the BS piling up in here.

Not happy.

no help, no response, no nothing.. can anyone even see this? woudl i be noticed if i opened up more tickets? its UNFAIR.. others do not have this issue and its NOT MY FAULT.. please look into and fix this? or explain to me whats wrong with my visa or paypal account so i can fix it myself? PLEASE?

Ummm… yeah! I would like to buy some gems please… I have been able to use my cc before, but today it simply says Card Failed! ANet, you need to respond to us that are having issues please…

Hello, I mistakenly purchased a Digital Deluxe upgrade through the gem store when I already own the Digital Deluxe version through pre-purchase. In the late of the evening, and seeing that the gem store would allow me to purchase the DD upgrade, I had thought possibly I owned simply a Digital version vice Digital Deluxe… slightly stoopid. I was really in pursuit of the guild influence consumable, as my guild morphed into something else than it had been, changed servers, and changed names, hence, my one-time use +2000 guild influence consumable has gone to waste. If you can refund the 2000 gems, that will be good, or if you can credit me the +2000 guild influence consumable, that would be better! Reference# 120911-007571

Card approval failed ticket number is #120914-005104

Hi,

I’m a french customer with the same worldwide problem. I just received a hilarious answer for my ticket regarding that issue.

The french technical support ask me to change card, and he add they cant remove the risk thing on my card. So for me, the only solution is to use another card…
After that message, they simply disabled my support account. An easy way to forget customers problems.

Useless to add that i tried paypal too, and its not working the same way, with 2 cards testes…

I sure at 99% that if I try another card, the problem will be exactly the same.

Thus, I found my solution: I won’t give a cent to Anet as they don’t want, and deserve; it.

Never met such situation in any online game.

Graven.9462:

Same exact issue here, after weeks of back and forth I get told that between my wife and myself we have hit the 5 NC Soft Master account limit for our credit card. This wouldn’t happen if Guild Wars 2 could be added to an existing master account instead of creating it’s own dummy account. The math still doesn’t make sense though, I had one master account and my wife has one we are sure of and another she may have had but doesn’t remember the credentials for, however we have only used the CC on two accounts max. Adding GW2 dummy master accounts it only makes 4. I asked them to give me a listing of accounts using this CC and they forwarded me to a senior rep, but I have a feeling that will probably be a fruitless request.

I was also told that this CC would not work on their systems anymore, but she can still use it just fine, while I cannot. It’s getting hard to breath with all the BS piling up in here.

Not happy.

Actually according to what Support told me your card should work just fine on accounts to which it is already assigned. You also need to take into consideration purchases in the merchandise store as they count against the limit, and games bought but where the sub has been cancelled within a month because even though you do not pay via card for it – the card had to go into the system to register the game in the first place.

So you have one old account, your wife has two old accounts, your wife’s dummy GW2 account makes number 4 so she is allowed to use the card. You are five so you cannot. When they say the limit is 5 it means account number 5 puts you over – 4 works 5 doesn’t.

You are lucky it still works on your wife’s account. I can no longer buy anything in Aion, GW, or L2.

EDIT: Is it really too much to ask to get an update on this. This has been a known issue since well before launch. 120809-002854 <— August 9 ticket, and yet apparently you are busy fixing everything but this.

well i have never had anything to do with arenanet before, no games or accounts previously bought.. thing is i bought gems 5 times before it got stopped, thats all.. no second or even 5th account should be registered on me or my name..

so the only thing that would trigger this lockout from gems is if there is a limit to how “many” you could buy.. this should really be mentioned somewhere if thats the case..

there is no mentioning of this safety system anywhere as far as i could tell, you hear about it after you get screwed over by it essentially.. nice stuff..

all in all its the thing that i do not get any response at all from the people that i dont know.. runs the game? even if im told to contact them.. i dont NEED to be told exactly when its fixed, i need to hear you know its a problem, and someone will “eventually” fix it.. just silence is the worst crap.. leads to nothing good.. more complaining mostly.. though i have just waited 5-6 days..

but why are gems only available for “certain” customers? i dont get that bit.. disable it so it gets fair for evryone then..

lastly, lets say 2000 people want to spend 20 dollar on gems, but cant.. ill say thats a fairly low estimate when you see the amounts of post on this topic.. well thats like 40.000$ they dont give a crap about.. lol? what kinda business model is this?

its kinda obvious regardless how you twist it the problem is the failed security protection measure, wellkitten disable it and deal with a few scams instead, not with thousands of legit customers beeing mistreated?

people will only be faceslapped so much before they find another game, this game is good but not the only one..

CombatWombat.2950:

well i have never had anything to do with arenanet before, no games or accounts previously bought.. thing is i bought gems 5 times before it got stopped, thats all.. no second or even 5th account should be registered on me or my name..

so the only thing that would trigger this lockout from gems is if there is a limit to how “many” you could buy.. this should really be mentioned somewhere if thats the case..

Wombat, there is a 24hr limit on what you can buy within NCSoft’s system. But it’s only a 24hr lock out. If you have been locked out I would suggest give it 48hrs and then try and buy again.

Otherwise excessive purchasing is another item we can add to things the fraud system permanently blocks your card for.

And the account registration is not for your name – it’s where your card has been used. Merchandise store purchases count too. If you are a brand new NCSoft customer – and keep in mind here NCSoft runs multiple games by many different developers, ArenaNet is only one of them – you should not have any issues.

Keep in mind the type of people getting tripped up by the five account rule are husbands/wives, brother/sister/siblings, parents/children – all who you would actually expect to share credit card details.

I will guess that long time customers like myself are probably the minority, though by how much I’ve no idea.

ive tried regulary the last 6 days using both visa and paypal, does not work.. whatever lockout im under its been stuck there ever since.. my purcases did come close to eachother, im just gonna assume thats the problem.. the amount of crystals wasnt even that high.. meh whatever.. i can only guess right`?

i was gonna play today but this thing is giving me a bad taste in my mouth, its perhaps best to just find some other thing to do til this gets fixed.. im sure it eventually will.. but that so many people can be stuck on this issue and that NOTHING gets done.. lmao.. impressive

the only mail i got today was gold spam.. tempting, but theres limits to my stupidity if i cant get it from the gemstore, i cant get it period.

Righty-o folks, apparently according to NCSoft Support it is now more or less in the hands of the Developers. Whether they mean Anet or NCSoft Billing Devs I have absolutely no idea.
__________________________________________
Hi,

We do not have an update regarding a fix for this credit card limitation. The system change request has been escalated to the Developement Team, but this is all we can do at this point. I understand that they are toying with some ideas, but nothing is set in stone. All we can do is wait until we hear that the Developement Team has decided to make changes to the way the billing system works. We can keep this ticket in progress if you would like, and update it if we hear more information.

I have done that. We will let you know of any changes that they make.

Thanks,
NCsoft Account Support Lead

CombatWombat.2950:

ive tried regularly the last 6 days using both visa and paypal, does not work..

Once again this might be what is tripping you up. When you hit the limit you need to stop completely for over 24hrs, otherwise the restriction is just refreshed. I’m going to hazard a guess you will be locked out permanently now as I know that multiple tries and failures will lead to account locks.

On the plus side, talk to Support (will take them 5 days or so to get to you) and they should be able to give you a 24hr unlock.

Anyone reading this who thinks they may have hit the 24hr limit do not keep trying. I can guarantee you that your card will be locked permanently from purchasing with NCSoft if you keep doing so. Stop give it 24-48 hrs and try again.

I’ve logged a ticket: #120914-005826

How long can we expect to wait until we’re able to purchase gems again?

Soazak I can’t even hazard a guess without having some idea of what the issue is, so a quick summary:

If you are locked due to the 24hr limit – leave the gem store alone for 48hrs and then try again.

If you are locked due to multiple attempts to purchase failing. Support will hopefully get back to you in 5 days with a 24hr unlock. Yes it’s 24hrs only and after that ends you will need to contact them again for another unlock if you want to buy more.

If you are locked due to too many accounts using the same card – there is no ETA on a solution. If they even bother with it. From the email Support sent me, which you can read in a post a little way up, they have ideas but it’s at the idea stage only. So could be 6 months or more before we see a solution.

alrite.. in a weird way i can see what ur saying.. it would be a .. insane system, but regardless.. since i know now how long it is since my last attempt, i wont try again then in 48 hours.. (should mean if i dont play this weekend it would be fine)

alrite.. in a weird way i can see what ur saying.. it would be a .. insane system, but regardless.. since i know now how long it is since my last attempt, i wont try again then in 48 hours.. (should mean if i dont play this weekend it would be fine)sigh xD means ill get a month for the secret world then.. they will accept my visa, and stuff i buy does not have a tremendous impact on anything but how you character looks, here money gets you gold, wich in essence gives you ITEMS and thus a HUGE benefit..

alrite.. in a weird way i can see what ur saying.. it would be a .. insane system, but regardless.. since i know now how long it is since my last attempt, i wont try again then in 48 hours.. (should mean if i dont play this weekend it would be fine)sigh xD means ill get a month for the secret world then.. they will accept my visa, and stuff i buy does not have a tremendous impact on anything but how you character looks, here money gets you gold, wich in essence gives you ITEMS and thus a HUGE benefit..i see the part that i should be able to play without gems, and ye, i could, but i have a character lvl 80, and im a adult that have enough money to use some on whatever activities i take part in.. (it means i dont have to farm).. i know this puts me in a diffrent league than evryone that does not use money in the game, but thats how it goes.. theres enough people spending money that i in no way feel alone..

alrite.. in a weird way i can see what ur saying.. it would be a .. insane system, but regardless.. since i know now how long it is since my last attempt, i wont try again then in 48 hours.. (should mean if i dont play this weekend it would be fine)sigh xD means ill get a month for the secret world then.. they will accept my visa, and stuff i buy does not have a tremendous impact on anything but how you character looks, here money gets you gold, wich in essence gives you ITEMS and thus a HUGE benefit..i see the part that i should be able to play without gems, and ye, i could, but i have a character lvl 80, and im a adult that have enough money to use some on whatever activities i take part in.. (it means i dont have to farm).. i know this puts me in a diffrent league than evryone that does not use money in the game, but thats how it goes.. theres enough people spending money that i in no way feel alone..just removing my option to use money wouldnt impact me if i was lower lvl or if the gems only would make you look good.. here it actually changes things alot.. why should i use a minute of my time on something i can just get from the ah and ignore from then on? meh.. not worth it.. if i can pay to avoid farming in a mmo, i will, here i can, so .. eventually thats how i will play it

alrite.. in a weird way i can see what ur saying.. it would be a .. insane system, but regardless.. since i know now how long it is since my last attempt, i wont try again then in 48 hours.. (should mean if i dont play this weekend it would be fine)sigh xD means ill get a month for the secret world then.. they will accept my visa, and stuff i buy does not have a tremendous impact on anything but how you character looks, here money gets you gold, wich in essence gives you ITEMS and thus a HUGE benefit..i see the part that i should be able to play without gems, and ye, i could, but i have a character lvl 80, and im a adult that have enough money to use some on whatever activities i take part in.. (it means i dont have to farm).. i know this puts me in a diffrent league than evryone that does not use money in the game, but thats how it goes.. theres enough people spending money that i in no way feel alone..just removing my option to use money wouldnt impact me if i was lower lvl or if the gems only would make you look good.. here it actually changes things alot.. why should i use a minute of my time on something i can just get from the ah and ignore from then on? meh.. not worth it.. if i can pay to avoid farming in a mmo, i will, here i can, so .. eventually thats how i will play itah whatever venting kitten here has helped, screw it cheers Lady

After my time window of 24 hours, I am blocked out again. I’ll post here my converstation with support;

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. -.-
——-

*Hello,

Our security measures are constantly updated to match current fraud trends. As the trends change, our security measures will change to prevent fraudulent purchases to the best of our ability.

If, after review, we felt that your purchase attempts were too high risk to accept, we would not assist you with creating purchases. However, after review, we made an exception and created the window so that you could complete your purchases.

Regards,
Steve S.*

Hello Support,

Alright, so, I’ve made €250 euro worth of purchases through my trusted PayPal account. Now, after 24 hours, you’ve blocked me back out. I just want permanent access, or, you can just tell me what exactly is fraudulent about my recent purchases? I only used my PayPal, which has the exact same address and e-mail as my GW2 account. Then why would you block me back out?

I have taken every measure to not ‘appear’ fraudulent to your Risk-management system, but at the moment it is blocking out honest customers that want to give you money, like I do.

To make a long story short, I hereby request that you lift me restriction permanently, unless there seems to be any suspicious activity. If you don’t, I want to know (it is my right as a customer since I’m being accused of something) what exactly I did wrong to get flagged.

Regards,
———

Am I missing something here?

blackfoot.5027:

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.

blackfoot.5027:

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.

SO Why am I a High Risk?? Im a big girl I can do what ever I want with MY money..Because of all the Hacking going on I canceled my card and got a new one and it still dose not work..But my husband is having no problom…If the game people do not want my money fine…but I would like to know what is going on and why I am a high Risk…

yukizen.4980:

SO Why am I a High Risk?? Im a big girl I can do what ever I want with MY money..Because of all the Hacking going on I canceled my card and got a new one and it still dose not work..But my husband is having no problom…If the game people do not want my money fine…but I would like to know what is going on and why I am a high Risk…

You aren’t high risk. Their system is just idiotic. My wife and I have the same problem. I’ve been blocked from making any purchases but my wife (USING THE SAME CARDS) can make purchases with no problem. Its beyond stupid.

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

FOURTEEN days
two tickets
twenty+ posts in this thread
SIX PMs to Gaile that have been completely IGNORED
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!”

THIS IS TOTAL BS. FIX THE PROBLEM ALREADY OR JUST SEND ALL OF US 10,000 GEMS FOR OUR PAIN AND SUFFERING

<<< another customer getting failed authorisation crap, ticket number 120914-004916

Lady Lozza.9670:

Graven.9462:

Same exact issue here, after weeks of back and forth I get told that between my wife and myself we have hit the 5 NC Soft Master account limit for our credit card. This wouldn’t happen if Guild Wars 2 could be added to an existing master account instead of creating it’s own dummy account. The math still doesn’t make sense though, I had one master account and my wife has one we are sure of and another she may have had but doesn’t remember the credentials for, however we have only used the CC on two accounts max. Adding GW2 dummy master accounts it only makes 4. I asked them to give me a listing of accounts using this CC and they forwarded me to a senior rep, but I have a feeling that will probably be a fruitless request.

I was also told that this CC would not work on their systems anymore, but she can still use it just fine, while I cannot. It’s getting hard to breath with all the BS piling up in here.

Not happy.

Actually according to what Support told me your card should work just fine on accounts to which it is already assigned. You also need to take into consideration purchases in the merchandise store as they count against the limit, and games bought but where the sub has been cancelled within a month because even though you do not pay via card for it – the card had to go into the system to register the game in the first place.

So you have one old account, your wife has two old accounts, your wife’s dummy GW2 account makes number 4 so she is allowed to use the card. You are five so you cannot. When they say the limit is 5 it means account number 5 puts you over – 4 works 5 doesn’t.

You are lucky it still works on your wife’s account. I can no longer buy anything in Aion, GW, or L2.

EDIT: Is it really too much to ask to get an update on this. This has been a known issue since well before launch. 120809-002854 <— August 9 ticket, and yet apparently you are busy fixing everything but this.

This would be true if my wife’s other account ever used that CC but it was for a CoH trial account that never had a sub paid, but it was so long ago that we don’t even remember the credentials for it anymore. It would be great if we could get clarification on which accounts had a CC associated to them or not. I’m hoping the senior account rep can help, but I’m not going to hold my breath.

As it stands now I’ll probably have to wait until they release Gem Cards in stores.

12 days without acknowledgement of getting my issue.

Not one update/reply/response.

Gems store ate 2000 gems and I can’t get a “thank for letting us know, we’re looking into it”

Rude. For a paying customer to wait 2 weeks without you even acknowledging that your system put them out money is nothing but rude.

Can’t fix it right away? No problem.

Ignore them for 12 days? It’s getting to be deplorable. I’m not the only one.

Graven, I’m not sure you understood me – it doesn’t matter whether you paid the sub or not, if the credit card was ever put in the system at all (regardless of whether payment was made) then it counts.

I’ll give you a few examples:

1) I bought Aion for my sister through the online NCSoft store, printed the key they gave me and gave it to her when she came to visit. She then setup the account listing her own credit card information for the sub. I was not logged into a Master Account when making the purchase – I was worried it would apply it against my own account. NCSoft kept the transaction for the purchase of the game (normal) but linked my credit card to the newly made account my sister made (without my knowing anything about it) simply because I purchased the game for her.

2) After Aion went free to play I created an account to play the other faction on. A friend of mine had a spare account key from when the game was paid-to-play which would give me a mini panda pet which could hold a few inventory items. When I applied the key it asked for my credit card. No harm done I thought, I was never going to have to pay a sub for the account so my credit card would never be charged. However it now associates my credit card with that account despite the fact it was never charged and was removed immediately from the system.

3) I bought the Art of Guild Wars 2 from the merchandise store. I’m a big sucker for concept art and I couldn’t resist. I didn’t need to log in to buy it just give my credit card details. And yes that counted too.

I have also had issues buying gems, I am unable to use paypal or credit card for this. I have tried several times over the last 2 weeks and nothing but failure. I have also tried with my husbands card and paypal and he also couldn’t buy them. We called the bank and they said the cards are fine. Please help.

ticket# 120910-008098

This morning I woke up to find that I was suddenly credited with 4000 gems. I have no clue whatsoever where those gems came from. In the past I have tried to buy gems 289374 times with credit card, but it kept saying approval failed.

It seems highly unlikely one of those came through, right? Is there any way to check where those gems came from? How they got ordered? I don’t have money missing from my paypal either.

Greetings,

hopefully I’m at the right place here. I’m not able to successfully buy gems anymore (paying with paypal). I was able to buy a few ones this month and then it suddenly popped up an error anytime I tried to buy some. Anyone got a workaround or something?

Ticket: 001:000711:03661

I bought a dye pack about 5 days ago and it never showed up in my mail…

Commerce Gem Store – Items not delivered [Incident: 120910-002395]

And now I can no longer log into my support account. Any help would be most useful.

Thank you

I’m getting the failed card message over and over now. I’ve used it to buy gems before, but now it’s not wanting to work. Getting really fed up.

Card get declined. tried my wifes, got declined. tried them both through paypal, both declined.

To add insult in injury on all this RB and RB2 are DELETING posts about this problem on GW2’s Facebook page.

I’m actually going to give up on this now. Support have stopped responding to me, the FB page is a waste of time, and coming back to this thread hoping for a solution is starting to get depressing. I can’t buy any gems with Paypal, my mailbox is so empty there’s an echo in there, I refuse to use a credit card when the system (and Support) is so unreliable.

I apologize, I just noticed this post after I wrote one. Anyway I have a problem with the GEMS. I purchased them and all good, but after I bought a 5 pack of transmute stones they didn’t show up, I waited 10 minutes and bought another set because I need them, NOTHING. What the heck. I always get everything instantly on this order i got jipped… twice!!! Can I get some help here please, its my motivation to play T_T.

Hey everyone, I was able to purchase gems today. I never received a response to my support tickets but I was just able to purchase gems. I’d go in and see if you can also. Maybe they fixed the problem. Good luck!

No the problem has not been fixed.

Sangrivane.4360:

Hey everyone, I was able to purchase gems today. I never received a response to my support tickets but I was just able to purchase gems. I’d go in and see if you can also. Maybe they fixed the problem. Good luck!

Hopes = dashed

I tried again today, since I though you had the “NC Soft Account limit” issue as well. I put the transaction through and it hung there for a bit like it was actually working instead of immediately shooting me down like it always does. But alas “Card Approval Failed”

@Lady.Lozza
I understand what you mean, however the account that has the CoH trial on it and nothing else, never had any CC details entered whatsoever as the trial was free and didn’t require a CC input ahead of time. I did not however know that purchases not tied to an Master Account, such as from the NC store counted and my wife may have purchased a pet in Aion or something. Hard to remember at this point.

Le sigh.

Sangrivane.4360:

Hey everyone, I was able to purchase gems today. I never received a response to my support tickets but I was just able to purchase gems. I’d go in and see if you can also. Maybe they fixed the problem. Good luck!

I finally got some gems yesterday after receiving the dubious “24-hour authorization”. I was told to contact support if I wished to purchase gems again. I had to wait a week for a temporary purchasing authorization, and many of us are still waiting.

Could someone please explain the logic behind such an authorization system? I can understand taking such measures temporarily and only if you are among the many people whose accounts were hacked. But my GW2 account was never compromised.

Is the hacking problem more pervasive than AreaNet is saying? Are they in full-bore lockdown mode until they get a handle on it? Whatever the case, consumers should not be arbitrarily flagged for fraud on a wholesale basis.

I will continue my story now. I actually received quite a clear and long reply.

Hello Support,

Alright, so, I’ve made €250 euro worth of purchases through my trusted PayPal account. Now, after 24 hours, you’ve blocked me back out. I just want permanent access, or, you can just tell me what exactly is fraudulent about my recent purchases? I only used my PayPal, which has the exact same address and e-mail as my GW2 account. Then why would you block me back out?

I have taken every measure to not ‘appear’ fraudulent to your Risk-management system, but at the moment it is blocking out honest customers that want to give you money, like I do.

To make a long story short, I hereby request that you lift me restriction permanently, unless there seems to be any suspicious activity. If you don’t, I want to know (it is my right as a customer since I’m being accused of something) what exactly I did wrong to get flagged.

Regards,

In regards to your inquiry, there is no permanently exemption or “fix” to prevent your purchases from being reviewed. The system will review each new authorization when it occurs for high risk characteristics. As long as there are high risk characteristics associated with your purchase attempts, those attempts will require manual review. This is the case as NCsoft is held just as responsible, if not more responsible than our players, for the security of credit card information and protection against fraudulent transactions. As fraud trends and characteristics change, so do our methods to prevent them.

While I can’t say that you won’t experience this issue again in the future, I can tell you that we will work hard to assist you with completing your purchase attempts.

Additionally, we cannot go into more detail as that would reveal confidential practices we use to detect and prevent high risk and fraudulent transactions. Making such information public would only make it more easy for those who intend to commit credit card fraud to do so. I’m sorry that we’re not able to provide this information that you inquired about.

At this time, I have taken the same steps for you as Steve took on September 14, 2012. You should be able to complete your intended purchase anytime in the next 24 hours.

Regards,
Matt S.

Thank you for your in depth reply.

Well, I really just want to fix this problem, and buy gems (only through paypal, I will never use a credit card) without having to ask you for the 24 hour permit all the time. It’s a lot of effort for me, and for you as well.

Fact is just; I don’t use a credit card, I use paypal. That’s why I don’t understand why that would be a high risk to your system. Every detail of the account matches with my GW2 account.

Thank you for permitting me again for the next 24 hours, but you may also understand this is not a holding solution that is satisfying to me. Will you be offering any other ways of payment in the future? Because when my 24 hour release expires, my payment will just be blocked again. (Using paypal)

Anyway, besides all this stuff I really love your game.

Regards.

I’ve stopped playing the game, and will not play until this is fixed. I know many like me out there is freaking out cause of this so i will as many others link what they told me:

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) as i have read some people talk about this issue.

I have as many tried my own, and my wife’s visa card maybe 50 times. called my bank and checked all kinds of issues.
please!
if any of you support guys read this contact me, as i want to give you money, but can’t…
paypal is not working either.

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!

about a day ago
Report

John Smith

I’m showing on Sept 11, your card was refused many times which is why sales have become unavailable. It’s possible your bank doesn’t like us, you should contact them and make sure they are not declining before any whitelist is made.

TwilightStorm.7159:

This morning I woke up to find that I was suddenly credited with 4000 gems. I have no clue whatsoever where those gems came from.

Lucky break! Enjoy the free gems! You and everyone here deserve some measure of recompense.

Same as all the other posts. I have tried multiple credit cards.
120915-005358

So I decided to pick up a $50 pre-paid MasterCard, since they said that my issue was that I needed to get a new Credit Card, because the card I have is linked to too many Master Accounts.

No dice, thanks for nothing NC Soft.

Graven.9462:

So I decided to pick up a $50 pre-paid MasterCard, since they said that my issue was that I needed to get a new Credit Card, because the card I have is linked to too many Master Accounts.

No dice, thanks for nothing NC Soft.

Just be really careful here. I bought three Visa gift cards and on the third one they stopped working altogether. I had just about every reason for it not working before they admitted my account was just locked completely and gave me a 24hr reprieve to use the final one.

My ticket #120909-006515 was changed to “In Progress” the other day with no actual response to the ticket. I gave it a day or 2. Still have not received my items I purchased. I updated the ticket to reflect that. It has now been 6 days since the purchase and no delivery of items.

Yeah I only plan on using one, and just loading up on character slots. Then they can go pound sand with their asinine billing system.