Guild Wars 2

I tried running the game as admin and still can’t purchase anything.

Hey havent submitted a ticket yet, i havent had any problems with getting stuff from gem store before, but i just bought 20 bucks worth of gems, and got the mad king outfit, the pack of keys, and 10 trick or treat bag and havent recived them, figured you could help with just my account name?

Ticket no: #121028-000342

I’m also having trouble purchasing gems via paypal/ credit card in-game.
Will be looking forward to hearing from you on how it can be resolved.
Many Thanks!

have has t happen before, now again

[—-001:000516:52312—-]

@ Briscoefever – check to make sure your mail inbox isnt full, sometimes it happens to me, delete a few messages and they will arrive

Hello, I am having some troubles with in game purchases, they never arrived in my “mail”. It has been 3 days now, so I’m filing a report.
character name: White foxes
Server : Ring of Fire
Items bought:
1. Devil Horns
2. 5-Black Lion Key
3. Devil Horns

Edit/Fix:
Sometimes your mail might be full even though it does not say. As it happened in my case. Just delete old mails and the items will arrive

I started having this issue today, too. “Card approval failed. Please contact customer support to confirm my identity before making additional purchases.”

What the hey?

This began last night for me..was hoping it would just fix itself in the morning but nada…tried my credit card 3 times and it kept saying “card approval failed”. Thanks to those 3 declines, my card got flagged for suspicious activity so I had to do the online fraud/identity confirm thing..still can’t even properly see my banking info yet..

Also tried with my PayPal but when I go through it all, at the end I’m taken to the GW2 page and it says “Error finalizing payment”. Le sigh..

I’ve tried the “Run as administrator” thing but no dice.

Hello, today I was putting a buy order for arachnophobia the halloween bow. I put one in at 27g, and it didnt go through so i did it again. I thought it was bugged so i relogged, and next thing i know instead of having 100gold in my bag, i had 20. I want it all back please Anet this is incredibly rage-inducing.

administrator thing didnt work for me either

Well no surprise, again I can’t purchase GEMS, this has gone from being annoying to being a total hinderance. I’ve contacted support who said they passed it to billing or some rubbish like that. The Card I use, as I told them, is a pre-paid card, the only time there is money on it is when I want to use it for something specific, otherwise it’s empty. Having to go through this rubbish EVERYTIME I want to spend money has reached it’s limits. True it’s a free to play game, yet when people choose to spend money (try to) then kitten well let them.

I’ve been trying to buy gems for the gem store for over a week now, but I keep getting the same failed attempt message whether it’s with credit card of Paypal. Because of this, I can’t fully enjoy the Halloween event like I’ve been trying to. Is there something wrong with the gem store or have I been cut off from buying gems?

For the first time I am being denied the ability to purchase gems from the store. I have had no prior issues, no suspicious activity on my account. I have now been told that in order to purchase gems I have to contact customer support to confirm my identity.

This seems absurd. There has only ever been one IP address connecting on my account. No suspicious activity on my credit card. What’s the damage? You don’t want my money any more?

I am having the exact same issue. Very frustrating trying to buy stuff and knowing there is a time limit with a fast-approaching deadline.

so i am still having the same problem “Card approval failed” and have been for 4 days now.

i have now put in a Ticket as the problem is still there.
Reference# 121029-001656

CWR

I have been able to purchase gems up until a few days ago when my bank blocked my card (for unrelated security issues)

I went to buy gems without realising the bank had done this. When the transaction was declined by the bank, it triggered your anti-fraud system.

Now I have spoken to my bank and they have unblocked my card, however your security system is still blocking it.

Please override your system for my account. I know this can be done.

I wish to buy gems before the halloween event items become unavailable. Some gems are for me and some are for my partner as a late birthday present.

I am planning on buying quite a lot of gems when this issue is resolved.

For such a simple problem, I have spent days waiting for a response and it now feels like I am just being passed around your support teams.

PS: Am i not correct in thinking that every major bank in the world has as much hi-tec security as it can handle?…especially for online purchases…

Is additional (gw2) gem-store security REALLY needed? Your security systems can’t match what the banks and credit card companys use, so why use it at all? It’s clearly just getting in the way.
If someone does happen to find themselves on the recieving end of a fraudulent transaction then 9 times out of 10 they will contact (or be contacted by) their bank.

It’s all very well having an ‘early warning’ system such as what you use, but it obviously needs a lot more tweaks and debugging before you can include it in the game.

As a company, you have put a fair ammount of money into getting the word out about the Halloween events, however this flawed security system is losing you a lot of money, as is obvious when you read the hundreds of unresolved gemstore posts on here.
Not to mention the probable countless unanswered tickets, posts on your twitter and facebook pages and the ammount of people generally ranting in-game.

Remove the piece of software until the issue is resolved, it is simple.

Bought one BLT Key and still didnt get it…

Been experience this problem since about the 24th, although was as able to purchase some right after the patch on the 22nd.

Reference# 121029-003077.

Thank you for your time trying to resolve this matter, and I’m sure all of us would appreciate it if the tech support team could talk the team in charge of gem store sales to extending the length of time the Halloween items, and Halloween Black Lion Chest are there for about 3-4 days.

“Card approval failure” was the same issue I had before the Halloween event started. I was forced to create a paypal account to buy from the gem store. This is the response I got about the “card approval failure” message. It might save you some time.

Currently, we have a limit of five NCsoft master accounts per credit card usage. However, you should still be able to have as many game accounts as you wish per NCsoft master account. If you require more than five NCsoft master accounts, you will need to use an alternate credit card, use the PayPal® payment option, or use a game time card.

I’m getting the same card approval failure message that many people are experiencing. I’ve had it for a week now. I already made a support ticket. They said they’d be escalating the issue to the appropriate department.

My ticket has since been closed without any further reply. My issue is still the same.
Not even PayPal works. I’ve even transferred money to my PayPal, thinking it was my bank denying the charge. I have the appropriate amount in Euros on my PayPal but it still won’t work.

Reference# 121025-003209.

Thanks for your help!

Hi,
I recently purchased the Witch’s Outfit from the Gem Store and my inventory was a bit full when I double clicked on it. Everything fit except for the witch’s broom which popped up in the over encumbered window. I was near a merchant so I sold some things to make room and then clicked the ‘Take All’ button on the over encumbered window but the broom was never put in my inventory. Any help would be great. Thanks.

The fact that I was able to use my card on an account which was not mine is surely proof that your system dosent do it’s job even when it’s not bugging out, right?

If card details are stolen and used (without the card being reported stolen) then your security systems will still let the transaction through, there is not much you (or any system) can do about this without ruining the accessability of the feature.

If the card is reported stolen then the bank will deny the transaction….

So what is your system for exactly? O.o

@Gav Not everyone who has CC stolen realize it right away. The bank is not going to notify ANet it was blocked by mistake. If ANet has no minimal system in place to block those fraudulent attempt, supports will have extra work load just by dealing with all other possible issues with stolen CC. Why not just use another CC to do the gem purchase or even paypal. I think you can even buy the cards at retail store that allow you to add gem into the account.

I apreciate your input but there are a number of problems:

A security feature has no way of telling who is using a CC. The banks can tell this (after some time) through their top-of-the-range security software coupled with dedicated teams of highly trained fraud investigators. ANet has none of these (as is understandable – they are a gaming company, not a bank)

I do not have any other CC available and can not use paypal because it’s still the same CC.

I can not buy gemstore cards at a retailer as i live in the UK (unless i maybe go into London, but that’s a long trip).

If ANet’s system were to be designed to ‘lock’ CCs to matching GW accounts then the system would work. But it would also bring up problems with regards to legitimately using the same card on multiple accounts.

I think when you go through Paypal, ANet do not have your CC info. Only Paypal is the one processing through your CC. I think that is one of the reason Paypal exists. I would try to use Paypal in your case.

I keep getting the card approval failed message for weeks now. It’s very annoying as i wish to purchase gems. I’m only using this credit card on one account.

#121030-002588

I too am unable to purchase gems, I have been using prepaid visa cards purchased from 7-11 to purchase amounts ranging from $35.00-50.00 today I tried to purchase $50.00 from the visa card I loaded ankittenep getting declined. All I want to do is purchase gems and support the product. Please fix this Gaile! :-)

yes Gaile here it is. I understand it might be the risk management system as I have spent a little over 100.00 bucks, but it was intentional I assure you :-D Support number: 121030-003153

I appreciate your help as always Gaile, I have updated the ticket with a screenshot proving the account is active with funds.

this is a strange issue that has also happened to me. my card has not been blocked by my bank. i use paypal to make my transactions online and if a site does not have paypal checkout then i dont buy from them. however i seem to have been blocked from the gem store also. after emailing support they said they removed the ban on my card for 48 hours. it is now banned again for no reason at all. why was it banned? how do i get it perma-unbanned. why does this happen in the first place?

Just purchased 2 sets of minis from the gem store and they have not been delivered. What gives? My gems have decreased by 600 so the purchase was made, but nothing has been delivered by mail.

It even shows them on my recent purchases list.

No incident number was given. Where the hell is that supposed to be?

Edit: Ugh…nevermind. Would be nice if it was posted in game that if your mailbox was full, you have to delete mail on your own in order to receive the purchase. The kitten spam mail from gold sellers was taking up the space.

I did. ANet’s Customer Service “unflagged” my account so that I could purchase more gems. Here’s the deal: Each time I make a $50.00 USD purchase in the Gem Store, ANet flags my credit card. The next time I try to make a similar purchase, ANet turns it down since they flagged it after the last purchase. Because it was a failed transaction, my credit card company also flags it and then my credit card becomes unusable. So, each 50.00 purchase results in my credit card becoming flagged both at ANet and the credit issuing company. I predict that this is going to have to change on ANet’s side of the transaction, because a tremendous amount of revenue is being lost and there are undoubtedly going to be a lot more purchasing opportunities in a month for the next holiday events.

#121031-001629

I have been having this issue (card approval failed) for at least 3 days. My wife purchased gems with the SAME EXACT card yesterday (hers was “saved” from a previous transaction though). Please fix this. I need more bank space!

#121031-001786
Card Approval Failed
Unable to buy Gems so I’m going to miss out on the Halloween costume. (Admittedly I did wait till the last day, but you guys are offering it. :P)

I’ve had an awful lot of problems trying to buy gems since early September.

Card approval failed here 2.
I hope you fix it soon or you may lose a pontential amount of money that we are willing to use only on halloween, and not after.
#121031-001920

Bare/Gaile I only happened upon this post because I was looking at why my room mate is getting firewall login issues when the computer next to it isn’t and I decided to click on this thread because it look relevant to my situation. I too use prepaid cards for when I want to purchase gems and I opened a ticket and a thread yesterday and got the same response that it is being escalated to payment support. But I have not received a single response or email and sure enough I still can’t buy gems. I have learned from my GW1 days that if anyone can help its Gaile, so place your trust in her and let her work her magic.

I have not gotten any response since the last email, something about it being taken to payment support. I noticed another thread with a user having the same issue, maybe we could merge that thread together to facilitate more accurate support? I am not overly worried about not being able to purchase gems as I already got some account upgrades/costume etc etc, but some people may be trying to get the last minute halloween rush done.

I’m trying to get the Halloween costumers now and billing security is only getting in the way at this stage. It shouldn’t be this hard to pay ArenaNet. I love the game! ><

Same problem here. It seems like I have to beg to be able to pay ArenaNet at this point, and worse yet is that I’m running out of time to buy what I want to get.

Completely Understandable Freyar, however the payment security system is in place because unfortunately some people out there want to do criminal things with accounts. while most of the time it protects the player sometimes it can punish them unintentionally. You have until nov 4th to get the costumes. Just leave your ticket number with Gaile on this thread and she Will help you as quickly as possible.

Just a note.. temporarily flagging for 24 hours doesn’t fix the problem. There is a fundamental issue with the way billing does security.

obscurapdx.7860:

Completely Understandable Freyar, however the payment security system is in place because unfortunately some people out there want to do criminal things with accounts. while most of the time it protects the player sometimes it can punish them unintentionally. You have until nov 4th to get the costumes. Just leave your ticket number with Gaile on this thread and she Will help you as quickly as possible.

What other people do isn’t my concern. I’m a customer trying to pay legitimately. I’ve got a CE, I’ve had no fraudulent transactions on my account, there are no fraudulent transactions on my father’s account (I bought gems for him once using a gift-card). Stands to reason that this long after having started my account, I’ve got no problems still legitimately paying for the game and it’s content.

Taking a page from another game, perhaps it’s better to have a bar that indicates how much you’re able to buy within a certain time period that increases as the account becomes more “trustworthy” based on purchase history and other issues.

I’m on limited time here to buy what I’m looking for, and I don’t believe support will get to my ticket on time. (Last time I had to ask for permission to pay ArenaNet it took them a week and a half just to move it to billing.)

Seems to be that prepaid cards/gift cards (what I am using) trips the payment risk system. I agree with you on the fact that time frames are not exact ally desirable, but support handles a ridiculous amount of tickets of which half usually tend to be about something the player could of solved on their own or from help from the community. I think that prepaid/gift cards should be looked into on why they are tripping the payment system. Unfortunately I can’t do anything to speed up your service time-frame as I don’t work for Anet, and I apologize, I can only offer support and ideas as to what may be causing the issue. I have requested to Gaile that we might merge threads of this type to cut down on the work flow of having to scan these forums for ticket numbers. This at least might decrease response times.

obscurapdx.7860:

Seems to be that prepaid cards/gift cards (what I am using) trips the payment risk system. I agree with you on the fact that time frames are not exact ally desirable, but support handles a ridiculous amount of tickets of which half usually tend to be about something the player could of solved on their own or from help from the community. I think that prepaid/gift cards should be looked into on why they are tripping the payment system. Unfortunately I can’t do anything to speed up your service time-frame as I don’t work for Anet, and I apologize, I can only offer support and ideas as to what may be causing the issue. I have requested to Gaile that we might merge threads of this type to cut down on the work flow of having to scan these forums for ticket numbers. This at least might decrease response times.

I never expected you to do much since you don’t work for Arenanet. Despite my poisonous words, I’m really just frustrated with it since it’s always a chore. It’s clear enough that the billing system’s security is flawed and that response times are not good enough when offering time-limited offers in BLTC.

ArenaNet is usually pretty good about providing a good customer-facing experience, but the BLTC is their weakest point right now.