Guild Wars 2

I haven’t been able to purchase any gems since the 1st day of the head start with either CC or PayPal. I submitted a support ticket but haven’t received any response.

[Incident: 120831-017603]

Ticket Reference 120830-012733

Hello Support team,
I’m writing this new ticket because in this moment i’m very upset with the problem i am having for 9 days now:
It’s since day 27 i want to purchase gems with my money. I go to the Black Lion Trading Company page and select the Buy Gems option. I follow and fill all steps with correct infos, then it opens me the payment screen or i get moved to website page if i use paypal.
If i use credit card, i always (i used more than 1 credit card) get the message “Credit Card Approval failed”;
If i use PayPal, i always get the message “An error Occured finalizing your purchase”.
None of the purchasing options are working and none of my cards is working, while if and when i use them for anything else they do work, plus i asked ingame and many people could purchase gems.
I made 3 tickets, i asked for assistance many times on facebook and twitter too with no reply, i updated my tickets after your issues update post and still got ignored. Can i have some assistance please?

I have been trying for a week to buy gems with no luck. I would much appreciate it if you could look into my issue. Please not that my cards work everywhere else online and offline.

[Incident: 120905-002654]

I have been able to purchase gems. I’ve also successfully used them a couple of times. However, I attempted to purchase a 5 black lion key set but never received the item. Gems were removed but item not sent. 120904-003199

taken from my ticket as it didn’t get answered yet.

September 1, 2012

I already sent a bug report about this and i thought the items from the gem store that i bought was just lagging, but it didn’t appeared.

i had 750 gems

what i bought are

1 piece of mini-3 pack 300 gems
5 pieces of bank access express 125 gems
5 pieces of black lion merchant express 100 gems

my gems got deducted from 750 to 225 but i still haven’t received the items that i tried to purchase.

• September 2, 2012
  I tried buying another dye pack to see if the gemstore works i used to have 225 gems and now it’s down to 25 but after 10+ seconds, i received the item on my mail. :|

Reference # 120901-029402

Current incident number: 120831-009112 – Can not buy Gems

My initial incident number (120825-000136) has been closed after I’ve received a generic e-mail.
Through the same means of billing I’ve bought two copies and it would not allow me to buy a 3rd one for a friend, who had a billing issue as well.

Ever since I can not use any of the billing methods (Paypal, CC) provided to purchase gems.

My CC has reached its monthly spending now, but my PP (other non ArenaNet supported CC attached) not.

Regards,
G

Cannot buy gems for days: Card Approval Failed, though the card is ok, I checked it (MasterCard). Also tried a VISA, same result.

Incident number: 120905-002349

I have submitted tickets about this but thought I would try the forums.

I cannot purchase gems in the gem store. My credit card approval always fails. I called Visa and they said there is nothing wrong with the card and they don’t have any record of the transactions occurring from your end.

I attempted to use paypal and I can create an order and login to my paypal account but the money is never deducted from my account. I also do not receive a paypal confirmation email about the transaction.

So, we are unable to make gem purchases? When do you think we will be able to? Anyone else having similar problems?

I have exactly the same problem, I have buy gems until the 29 august and since the 30 I can’t anymore, having the same error as you.
Also tried with paypal, and like you it has failed.
My support ticket is still unanswered since then…
Hope it will be fixed soon.

Like many others, I bought items in the store for gems but never recieved my items. Since then I’ve been able to buy items and recieve them but I still haven’t got my first purchases.

Ticket: 120831-004628

[Incident: 120828-018306]
I have not been able to receive any items purchased in the market since 8/27. Items purchased do show in history and gems where taken. My in game incoming mail has been down since that time also. I receive rewards from events but haven’t been able to receive items or materials other players have sent. I can send out. Just got the generic FAQ response from support since that date. I’ve been patiently waiting for this issue to be resolved or at least some sort of follow up on it’s status. Please check and advise.

8/27 charged for and never received: 2 dye packs and a 5 pack exp booster

Resolved, thanks GW2 support!

I, too, like everyone else here…

Cannot use both my Visa cards nor Paypal.

Wasn’t even able to pre-purchase the game
via https://buy.guildwars2.com/en/.

[Incident: 120902-017699]

[Incident: 120904-003402]

Same problem as others – can’t buy gems. With a credit card I get an approval failure and using Paypal I get ‘An error occurred finalizing your purchase’.

Seems like some sort of account restriction to me but why on earth would this be in place?

(Was able to pre-purchase fine from the Guild Wars 2 website)

Well here goes. issue number 120901-008174

I purchased 1600 gems to play around with the pets and stuff, inks and such, (its what amuses me) I bought some extra bag slots and i “THOUGHT” i bought a 3 pack of pets, it didnt SEEM to work, so i tried AGAIN, then realized i was not recieving the pets but that the gems had been taken, the bag slot purchases and the other things i bought as an “experiment” seemed to work fine.

SO basically, I bought 2x pet packs and received nothing, I submitted a ticket, and updated the ticket, but havent received any response. the biggest part of my frustration is.. i spent money, real money, and well… received nothing in return.

After posting on the GW2 facebook page and getting nothing much but flamed for my concerns I had considered going to my cc company and filing a claim until i saw the post leading here. hopefully this may help my issue get resolved.

[Incident: 120903-000529]

Purchased 800 Gems with Visa, card charged but no Gems added not keen to buy more Gems till i get a reply about this incase it happens again.

Edit: Ofcouse soon as i post this and manage to log in after E-maint Gems are now on my acount no reply from CS tho so dunno if Gems just got lost in the Mist for 3 days or what

Bought 800 Gems with in game currency, attempted to buy an in game character slot but nothing happened, waited and decided it had lagged and not received my order so tried again and nothing, closed the store and opened it and my 800 gems were gone but no character slot, this was a few days ago. Ticket number 120903-001900

Paid for 800 gems using gold, received the gems without issue. When I attempted to pay for a character slot, the gems were deducted, but the new slot never appeared.

Ticket #120903-001881

Hey guys, credit card not approved and paypal wont work.

note: I’ve used this credit card before to purchase the game.

Please let me give u guys my money =(

120829-000409

Same issue here 100%, put in a support ticket about it and hoping they’ll eventually get around to replying or fix the issue. Tried paypal also, same deal..all fails.

[Incident: 120903-001501]
I have been trying for days now to try and purchase gems.
On launch I was able to purchase them with the credit gift cards I buy.
Then a few days ago I got another and tryed to use it, It kept saying failed to authorize.
I went and bought another card. It does not work as well. So now I have 2 Credit gift cards that fail to Authorize. One is Visa, the other Mastercard. I know the gift cards should work because I spoke to the companys and they said there both in working order.

[Incident #120904-003676]
Same issue – unable to purchase gems with credit cards (Amex, Mastercard, system says “please check your card details and try again”, but details should be fine) or PayPal (“An error occurred finalizing your purchase” ); have been trying several times during these days… lack of bank space drivin’ me nuts, so please

I purchased an 800 gem pack for $10 with paypal about 30 minutes ago. the transaction went through, paypal took the money from my bank account, I have not received any Gems in game. the message told me to contact support if I didnt get my gems withing 15 minutes. it sounds like some of the other users in this thread have been waiting a lot longer.

This is very disappointing guys.

Order number: 28519624
Order date: 9/5/2012

800Gems
Subtotal: $10.00

Can’t purchase gems, payment error from credit card and paypal.

[Incident: 120902-016910]

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’m having the same issue with the credit card approval.

What’s funny is I used it before on Guild Wars 2 to buy gems on the first week and it worked. Now it’s getting the approval error message.

Opened 2 tickets about it and the best reply I got was they were going to forward it to the Payment Review Team.

tickets : [Incident: 120904-003612] [120901-029421]

Incident report number 120829-016703 here. I have tryed paypal as well as my credit card. The issue seems to be an IP block issue not an account issue. I used both my paypal as well as my brothers on both accounts without success but he is able to purchase using his paypal and IP where as I was unable to using my IP and using both accounts.

I bought gems and have not received them yet. You took my money already and sent me an email.

Ticket #120905-003629
Order number: 28519164

Had 600 Gems in account, bought 200 Gem worth of Fine Transmutation Stones, Gems all gone, item was not delivered.

Bought more gems, bought the item, worked fine, but still missing the 400 Gems (600-200), and 5 Fine Transmutation Stones.

Ticket #120905-001268

I bought a primevil set off the gem store but it was never delivered to me. It took my gems but didn’t give me the set. At this point I don’t even want it and would rather have the gems back.

[Incident: 120903-003888]

purchased a dye pack from the store and got charged triple the amount the gems. never recieved one pack because i am no longer able to recieve mail either.

120831-003719

here is my ticket
Incident: 120902-000778

The title says it all. 3 days ago I’ve exchanged some gold for gems and then bought a pack of 5 boosters for 550 gems at the store. I got charged, the hint floated up and stated that i should get my goods from the store via the global mail system. I’ve waited for a few hours, but i didn’t get anything. I’ve waited some more and then tried to claim my celebratory hat, just to test whether or not the store or the mail actually works and the hat got delivered instantly. Also, it’s interesting that the “my recent purchases” tab shows only a hat being “purchased” for 0 gems, but not the pack of 5 xp boosters for 550 gems. I’ve created a ticket (just in case someone from anet is reading this, the number is 120903-000891) 3 days ago. So now I’m in a position when I’ve been charged for something that i ultimately didn’t get and it’s been 3 days since the ticket submission with no response. I know that this ain’t no “first world problem” when there are difficulties with even entering the same dungeon as a party in this game, but still, thought that i should report that.

p.s. if anyone else has the same or similar issue, please speak up.

p.p.s. What’s the average response time on support tickets, by the way? I honestly have no idea.

120903-002864

Basically I bought the heavy armor look from the gem store. gems vanished and the item never showed up in my mailbox.

bought gems, said successful purchase, but gems never showed up

Ticket number 120831-005017 submitted 8/30/2012

I’m having two issues. The first (and more troubling) is items I have purchased and never received. I bought several items on the evening of 8/30/2012. My gems weren’t being subtracted and I didn’t receive my items so I thought the server has having a problem. Eventually all the gems I thought I hadn’t spent caught up to my account balance but the items never arrived. This has happened on two separate occasions.

I’m also having the issue with purchasing gems. If I try to add a CC it fails. If I try to use a CC through PayPal it fails. The only way I can successfully buy gems is if I do a direct transfer from my bank account using PayPal.

I’m disappointed that it’s been nearly week with no response about my ticket.

Same issue here.

Ticket Number: 120905-003820

Bought 800 gems from the store a few days ago via PayPal, and no problem, went through pretty smooth.

Tried again maybe 20 mins ago, via PayPal, and am getting “Problem with finalizing your payment”

paid for gems, but still not recieved.

120905-003973

I received the email stating Thank you for your Gem store purchase, but not Gems. I know you guys are working hard on ironing all of this out, thanks for the hard work. Thank you for the patience with those of us who have none. lol Seriously Thanks for the Hard work Guys. Its a Great Game!

120903-007032
tried paypal and 2 visa card notworking
plz help wanna buy some gems

#120905-004307

Yesterday evening, I bought gems, needed more and could not buy any anymore – for no apparent reason.
PayPal never seems to have gotten the money-request, the account only shows the successful transaction and after that nothing.

EDIT

ah yes, my credit card does not work either.

Unable to purchase gems from day 1 with credit, debit, or paypal. Approval failure like the rest of the posts. Cards work fine everywhere else.

1st Ticket- 120829-010814 29 Aug
2nd Ticket- 120905-003428 05 Sep

Incident: 120827-011964

Guys, i have an update on this.

I submitted my ticket about not being able to make purchase (neither visa, AE or Paypal) on 27th Aug (10 days already).

Skip the details, after 3-4 emails back and forth, today i finally received an email from them acknowledging and being able to identify the problem. The cause of the problem is not from our side, i cannot make any purchase simply because i am flagged on their so call Risk Management System.

Funny thing is, having identify the problem they refuse to help me to correct it, instead, they “suggest” to me i should buy “another” copy of game from an online retailer…..

I have NOT violated any of the policy and they banned me from making purchase and refuse to undo the ban for no reason??? This is a total joke and totally unreasonable. I need some gems to unlock bank space that’s all, i cannot see myself continue playing this game and dealing with the stress on inventory space management.

Their reply word by word:

+ To protect our customers and their billing information, we have implemented a Payment Risk Management system to detect possible unauthorized transactions or account use. After reviewing your purchase attempts, I see that they are being flagged by the Risk Management system. This means that something about your purchase attempt is being perceived as high risk by our system.

After manually reviewing your purchase attempts, I see that they are displaying characteristics that are commonly found to be associated with high risk transactions. For that reason, your purchase attempts have been determined to be high risk by our system and you will be unable to complete your purchase at this time.

The only suggestions we may offer at this time is for you to attempt your purchase at a later date or to locate another authorized online retailer who has the game available for purchase.

If you have any further questions, please let us know.

Regards,
Matt S.
NCsoft Payment Review +

I wrote back to state the fact that i have NOT violated any policy:

+ I have made a pre-purchase of the deluxe digital months before the game releases and this shows you how much support I have given to your company

Since I started playing I have not used any bot, I have not use and 3 rd party software (except VPN), I have not taken part in any of the known exploit.

I have not even farm gold on purpose ingame

Near two weeks after release I have 1 level 38 character, for which you can see I am progressing as a normal player should

I only have 1 gold in my account

I have 0 transaction using the trading post

I have not even sent or received any email with any player ingame, meaning it is impossible for me to be involved in any gold transfer activity +

This is totally crazy, i spent 10 days in trying to solve this, now that they know why but tells me to buy a new game?

If they do not solve this i have no choice but to try to ask for a refund because of this unfairness.

Hope the above give you an idea on what might have happened. Well, i am really disappointed and maybe you will be too. Best luck.

Yesterday i had changed 1 gold to 307 gems, next time i log in all gems and my money is gone! Befor this i had 307 gems and 50 silver, now only 4 copper are remaining. Lost anyone else money without any reason? I also noticed that some items are lost in my equip ( a ring, a amulette and some weapons). Items in my inventory and equiped are lost…

Bought 3 dye packs for 600 gems on august 26th, gems gone but received only one pack!

ticket: 120901-005192

Your not serious,its still not in the state of the game update…Clearly this issue shouldnt be a priority but should def be solved by now.I meankittenhow can you sell your game to somebody using that card and then refuse it to buy ur currency…Thats just plain illogical.

They took time to add a gem store tab for delivery problem,they coulda slip a lil word about we KNOW the card approval failures…sigh.

Same problem and have tried Visa, Master Card, and PayPal.
120903-001106

Zero.1987:

Incident: 120827-011964

Guys, i have an update on this.

I submitted my ticket about not being able to make purchase (neither visa, AE or Paypal) on 27th Aug (10 days already).

Skip the details, after 3-4 emails back and forth, today i finally received an email from them acknowledging and being able to identify the problem. The cause of the problem is not from our side, i cannot make any purchase simply because i am flagged on their so call Risk Management System.

Funny thing is, having identify the problem they refuse to help me to correct it, instead, they “suggest” to me i should buy “another” copy of game from an online retailer…..

I have NOT violated any of the policy and they banned me from making purchase and refuse to undo the ban for no reason??? This is a total joke and totally unreasonable. I need some gems to unlock bank space that’s all, i cannot see myself continue playing this game and dealing with the stress on inventory space management.

Their reply word by word:

+ To protect our customers and their billing information, we have implemented a Payment Risk Management system to detect possible unauthorized transactions or account use. After reviewing your purchase attempts, I see that they are being flagged by the Risk Management system. This means that something about your purchase attempt is being perceived as high risk by our system.

After manually reviewing your purchase attempts, I see that they are displaying characteristics that are commonly found to be associated with high risk transactions. For that reason, your purchase attempts have been determined to be high risk by our system and you will be unable to complete your purchase at this time.

The only suggestions we may offer at this time is for you to attempt your purchase at a later date or to locate another authorized online retailer who has the game available for purchase.

If you have any further questions, please let us know.

Regards,
Matt S.
NCsoft Payment Review +

I wrote back to state the fact that i have NOT violated any policy:

+ I have made a pre-purchase of the deluxe digital months before the game releases and this shows you how much support I have given to your company

Since I started playing I have not used any bot, I have not use and 3 rd party software (except VPN), I have not taken part in any of the known exploit.

I have not even farm gold on purpose ingame

Near two weeks after release I have 1 level 38 character, for which you can see I am progressing as a normal player should

I only have 1 gold in my account

I have 0 transaction using the trading post

I have not even sent or received any email with any player ingame, meaning it is impossible for me to be involved in any gold transfer activity +

This is totally crazy, i spent 10 days in trying to solve this, now that they know why but tells me to buy a new game?

If they do not solve this i have no choice but to try to ask for a refund because of this unfairness.

Hope the above give you an idea on what might have happened. Well, i am really disappointed and maybe you will be too. Best luck.

Haha…nice one.
All these buy a new copy,get a new credit card.
Dude YOU seriously think anyone here SHOULD get a new credit card just for ur freaking game ? That is straight up insulting man. Or worst buy another copy…wow.

Error when trying to buy gems! [Incident: 120904-006258]?

Hi. I am trying to buy gems through the Black Lion Trading Company and with both my VISA and my paypal account I am getting errors which unable me to achieve the purchase. This is really kind of annoying, I love the game and I want to spend some money on it yet I cant purchase anything.

Hopefully you reply back fast, thanks!

Hot Fuzz.6504

Thanks. Really want to buy me some gems.

#120905-004542
can’t receive items from friends in mail as well as have not received items bought in gem store.

Kaeziel.5173:

Zero.1987:

Incident: 120827-011964

Guys, i have an update on this.

I submitted my ticket about not being able to make purchase (neither visa, AE or Paypal) on 27th Aug (10 days already).

Skip the details, after 3-4 emails back and forth, today i finally received an email from them acknowledging and being able to identify the problem. The cause of the problem is not from our side, i cannot make any purchase simply because i am flagged on their so call Risk Management System.

Funny thing is, having identify the problem they refuse to help me to correct it, instead, they “suggest” to me i should buy “another” copy of game from an online retailer…..

I have NOT violated any of the policy and they banned me from making purchase and refuse to undo the ban for no reason??? This is a total joke and totally unreasonable. I need some gems to unlock bank space that’s all, i cannot see myself continue playing this game and dealing with the stress on inventory space management.

Their reply word by word:

+ To protect our customers and their billing information, we have implemented a Payment Risk Management system to detect possible unauthorized transactions or account use. After reviewing your purchase attempts, I see that they are being flagged by the Risk Management system. This means that something about your purchase attempt is being perceived as high risk by our system.

After manually reviewing your purchase attempts, I see that they are displaying characteristics that are commonly found to be associated with high risk transactions. For that reason, your purchase attempts have been determined to be high risk by our system and you will be unable to complete your purchase at this time.

The only suggestions we may offer at this time is for you to attempt your purchase at a later date or to locate another authorized online retailer who has the game available for purchase.

If you have any further questions, please let us know.

Regards,
Matt S.
NCsoft Payment Review +

I wrote back to state the fact that i have NOT violated any policy:

+ I have made a pre-purchase of the deluxe digital months before the game releases and this shows you how much support I have given to your company

Since I started playing I have not used any bot, I have not use and 3 rd party software (except VPN), I have not taken part in any of the known exploit.

I have not even farm gold on purpose ingame

Near two weeks after release I have 1 level 38 character, for which you can see I am progressing as a normal player should

I only have 1 gold in my account

I have 0 transaction using the trading post

I have not even sent or received any email with any player ingame, meaning it is impossible for me to be involved in any gold transfer activity +

This is totally crazy, i spent 10 days in trying to solve this, now that they know why but tells me to buy a new game?

If they do not solve this i have no choice but to try to ask for a refund because of this unfairness.

Hope the above give you an idea on what might have happened. Well, i am really disappointed and maybe you will be too. Best luck.

Haha…nice one.
All these buy a new copy,get a new credit card.
Dude YOU seriously think anyone here SHOULD get a new credit card just for ur freaking game ? That is straight up insulting man. Or worst buy another copy…wow.

Yeah this is BS. Ban my purchases all you want if you can explain / prove HOW i have violated any policy. Or let us know the exact conditions on how someone gets flagged by your Risk Management System. Tell me to buy a new copy?…….unheard of…..

I am no botter or exploiter, just a normal player. All the facts i stated should be enough to validate that (they have back end monitor system to cross-check my ingame activities).

First D3, then GW2…what’s happening to the gaming industry. All this security BS is good if you can catch the right people, but please don’t effect normal players like us who want to give you our money legit. All these online security measures we see lately are just WAY over done.

I really hope they can solve this, and….don’t tell me to buy a new copy please!!!!!!