Guild Wars 2

Gem purchase problem; valid credit card (Cap 1), valid debit card (Bank of America/Visa), and paypal setup with my BoA/Visa – All do not work

120904-010614

Incident: 120831-005051

sent tix on august 31st, got reply on sept 05 but only like this:

Thanks for contacting the Guild Wars Support Team. In order to assist you with your account issue, I am transferring this ticket to our Account Support Department. An Account Support representative will be in contact with you as soon as possible.

Take care,

GM Serendipity
Guild Wars Support Team

still waiting . . . . . zzzz

Freyar.3254:

DeaHamlet.8493:

It’s character slots! One wants to try out races and classes at the beginning, how is that so crazy unreasonable?!?! They should not put a store up if they cannot even manage delivery of goods and prompt response to store issues. Store involves real money. It is not professional at all to not deliver goods AND have long waiting periods for resolution.
I’m sorry, it’s my fault for simply trying to play the game, enjoy it and heaven forbid send some money their way. Oh I’m soooooooo sorry for being such a fool indeed. rolls eyes

Overreact much? I’m not saying it’s an acceptable position to be in, I’m saying do what you intend to, wait until things are satisfactory before spending money. I’m also saying that with the amount of accounts compromised certainly don’t help you for a speedy resolution.

Post pointless comments much? Purchase was done. Your advice is completely and utterly useless. Cannot change the past.
And if I need to wait on a game for X amount of time to feel confident my money will not be wasted, that game will end up not getting my money. It’s that simple.
I do not need to be understanding of the game owner’s issues with loads of hacked accounts and banned accounts… I am a customer. All I care and should care about is the front end. My interactions with the company. Which are… take my money and take their sweet time with resolution. Unsatisfactory.
I also do not need to be paranoid in my fun time called gaming. I also do not need to be paranoid trying to support a gaming company whose product I am enjoying. If such is needed, they do not need my money, obviously.

Again, your comments however are completely useless AFTER the fact and simply patronizing and annoying. I also think if such advice is even needed, confidence in ANet is 0%. I do not give money to companies I have that little confidence with… no amount of time can fix that.

Freyar.3254:

Overreact much? I’m not saying it’s an acceptable position to be in, I’m saying do what you intend to, wait until things are satisfactory before spending money. I’m also saying that with the amount of accounts compromised certainly don’t help you for a speedy resolution.

Freyar, what is catching many people up is the fact that they are long term NCSoft or Anet customers. It is precisely because we have received good service in the past that we want to spend our money here, but our accounts have been flagged because we have previously been customers and are entirely due to actions taken on our behalf and unknown to us by either NCSoft or Anet.

In short had we not be long time customers our cards would most likely work fine and we would not be here.

Incident 120905-007159

Purchased 4,000 gems on the store with Paypal but its now been 12 hrs and they have not hit game account.

120903-009561

Was able to buy gems with no problem, no longer able to now.
Cannot buy them with credit card or paypal now, just gives errors.

So I was trying to buy gems and I got one of two problems:
1. Tried to use credit card but it was denied…
2. Paypal, but for some reason it doesn’t transfer me to paypal and goes straight to: Thanks for purchasing…
I sent a ticket support but got no response yet.

With Number:
120905-000097

Incident: 120902-012438

Here’s another one for you. 3 different credit cards, a debit card, and Paypal do not work since last Friday 8/31/12. Bought gems through paypal 8/28/12 with no problems.

Experienced the same thing as the rest of you guys, Kinda frustrating but understandable due to the game being new.

Incident #120906-003637

I’ve been having the same problem as everyone else on this thread. My ticket I submitted on 9/1/2012 is 120902-002922

120901-000790
Unresolved
08/31/2012

I can’t buy any gems using credit cards or Paypal.

#120904-003245 submit for 3 days

Misleading on display currency

I request a full refund regarding to my latest purchase from your Gem Store. When I would like to check out the price of gems selling and it shows “Select your country. This allows us to display the correct currencies and payment methods for your country……..” And then I typed in Hong Kong which actually preset with the game already and process to the final payment page and everything were smooth and I’ve got all my items. Hour later I checked my credit card bills and they told me that the whole transaction was in USD and it’s totally misleaded by your statement “display the correct currencies for your country” (Hong Kong never used USD as “OUR” currency) I think your company should seriously looking into this matter as it’s a real money matter. I would suggest that you may use USD instead of the “$” sign in game. Again, a full refund is much apperiated and you may just reverse all my item get from the store. See attachment for the statement that display right before price of the gems.

Added: I think there may have little something to do with your statement too, it’s seems like this not only one single region problem at all.

New problem when trying to purchase gems…
ERROR!
{
“type”: “orderModel:error”
}

Can’t purchase gems using credit card (tried 3 different ones) and paypal

120902-005207

Ticket Number: 120903-001176

09/02/2012 08:09 PM
I have purchased a character slot around 15 to 20 minutes ago using in-game gems and thus far it has not appeared on my character select screen. I am concerned, because the gems were deducted from my account. I am hopeful that you can help me resolve/clarify the situation. Thank you in advance.

Paid 700 gems for the Cook OutFit never recieved itdoesnt show up in recent purchases, Reported as a bug still awaiting reply on that, however i bought the aviator sunglasses almost right after and it recorded that all fine,

Basically purchased Cook outfit nvr recieved but still took my gems

Also my mailbox only has 1 thing in it

EDIT: 9/7/12 – Gems are received. Thank you

#120906-004290

My issue is:
1600 Gems bought and charged to the bank.
Going past 24 hours no Gems are present.
I submitted a ticket.

i have tried to purchase gems with both ways (paypall and new card) with 2 different cards (i have allready bought gems with one of them) and i allways get a fail message
I submitted a ticket with number #120905-002444. i hope you fix the problem soon

Incident: 120905-003057
I paid for gems and never got them

I can give the transaction number too if you need it.

I also initially had the credit card declined issue initially. I don’t know if I have it now but that last purchase I made did go through and I didn’t get the gems. I have no other problems with other mmos, steam, amazon, itunes or anything I use my card for so no idea what arenanet’s problem is. I just hope I get the gems I paid for.

Seems even after posting this yesterday I’m still not getting the gems I paid for but arenanet has my money.

I paid for 4,000 gems with Paypal about 14 hrs ago but have still not received them on my account. My incident no. is 120905-007159.

I tried to purchase 200 gems but the game just said “error” and took my money

I purchased 4000 gems 23 hours ago still havent recieved them, i submitted a ticket no responce.the ticket number is 120906-001350 prefer not to post my order number in forums. any feed back would b emuch appreciated. Thnaks in advance

Same problem. Tried two different visa cards. Think it has to do with the fact that I am in China now.

Incident: 120905-007304

Same issue since head start. Two of my housemates are suffering the same problem.

[Incident: 120831-005224]

Hello! I have a problem with payment. 05.09.2012 in 16:52 Moscow time, I paid $ 50 to get 4000 crystals in the game. Money lifted from me and the crystals did not come! Game just said “error” and took my money.Then I paid $ 10 and 800 crystals ??.? those 4000 never came. Going to another 4,000 to buy, but I’m afraid that too will not come!" Please solve this issue as soon as possible. I did not expect such…previously, everything was normal.

I purchased gems but never received them. Support ticket reference number: #120906-004636

Yesterday i purchased 800 gems the money transaction was successful but i never received the gems that i purchased, i waited 24 hours due to the auction house was playing up at the time but i still never received my gems. I also received the confirmation email from Paypal confirming that i purchased the gems.

i Purchased 1600 Gems over 24h ago for 20 Euro i got the mail, and dint not recive the Gems

[Incident: 120906-004588]

120905-006175 – same issue i have bought gems on 3-4 different occasions now all of a sudden my cards aren’t authorized….

I still can’t access the Gem Store at all so I haven’t been able to get the Celebration Hat. See attachment.

Hoping it will get fixed soon since I read the offer runs out on the 12th of September.

Just a quick update:

I got the situation fixed (at least temporarily) .

I had a ticket and got the same reply as others have posted that they would unlift the suspension on your card for the next 24 hours.

I replied back stating that while I appreciated it this wasn’t a full time olution as several others have the same problem and the service or the authentication of the card should be fixed.

I got this reply:

You’re welcome. Thank you for taking the time to let us know that your issue has been resolved. Yes, we’re aware of that issue, and I believe we’ve addressed it. If you know of anyone who did purchase gems, yet still didn’t get them after they logged in today, please have them submit a support ticket. Please let us know if you should need any further assistance with this account in the future.

After I bought the gems, got them in my account instantly and according to them the problem in my case at least is solved.

I’ll try again tonight and if it’s broken again I’ll update it here.

i Purchased 1600 Gems over 24h ago for 20 Euro i got the mail and dint not recive the Gems

[Incident: 120906-004588]

Hey guys, got an email from support last night..

Hello

Thank you very much for providing the card information. I was able to see what is happening. Currently, we have a limit of five NCsoft master accounts per credit card usage. If you happen to have multiple game accounts, along with other Guild Wars 2 accounts, you’ll want to use a different card, or payment method to purchase gems on this account. There’s also Paypal® for an option to use for purchasing gems. I don’t foresee that you’ll have an issue if a different method of payment is used. If you do come across an issue, please let us know. We’re here to help.

Please let me know if you should have any questions.

Regards,
Matt S.
NCsoft Payment Review

Bought Gems but never received them on the 5th at about 10:37 GMT. got the confirmation e-maila nd the money was taken out of my bank account.

Order number: Edited out
Order date: 9/5/2012

800Gems
Subtotal: £8.50

i cant buy gems myself anymore i also cant use my card or paypal as i keep getting “Approval Failed” when ever i try to buy them (gems) would love to give u guys some more of my money again

ticket number #120906-005038

Where’s the ‘like’ button for Trushot’s post

Still no reply for my 5 days old ticket. Still can’t buy gems.

[e] Still Incident # 120902-017798. Same as my post on page 5.

Trushot Swiftaim.4735:

I CANNOT BUY ANYMORE GEMS … who do you think you are ARENA NET

Look I am 41 years old and own many NEW car dealerships in 4 cities and have over 300 employees … i make 7 figures multiple times over each year …

AMEX / VISA / PAYPAL all tell me one thing

that you are the problem for me not being able to purchase gems not them – thats what they all said ….

so whatever this self policing fraud thing you have going on is stop it just stop …
i have all the credit protection i need from the CC companies and paypal to the companies i pay to monitor it .. i do not need you in the middle of it PERIOD

I play MMOS to relax and i like this one a lot and i spend massive amounts of money in a mmo i like … including this one in which ive already spent almost 600 dolalrs on gems and a game … i am a whale in this industry ill spend 500-1000 a month

but not if i am going to have to deal with this crap period – i was right in the middle of crafting and need to GEMS to convert to gold to buy mats and this is very disruptive and annoying

here is my ticket number i submitted to the NON IN GAME SEPERATE JUMP THROUGH HOOPS CUSTOMER SERVICE WEBSITE ….

i dont care if it seems like to many purchases to you guys are not its none of your business what i spend … AMEX / VISA / paypal … do not have a problem with it so why do you ???

unlock my account soon or ill be forced to take the 500-1000 i spend on gaming micro transactions each month elsewhere no matter how much i liek yourkittengame .. thats a word with a bark on it

#120906-005058

I will not wait long before i go back to other games in which i do nto have this problems … i dont care if you believe me or not im only giving you so long and my 8000-12000 dollars a year i spend on mmo gaming will go elsewhere

Show some respect.

It doesn’t matter whether you make 1 million or 2k bucks, really it doesn’t .

Stop being rude already and stop shoving into everyone face what you earn and what you spend. It doesn´t belong here.

Are you trying to say somehow you’re more important than the others cause you spend more?

Post your ticket in a civilized way next time.

Geez, some people seem like they come out of cartoon books…

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.

OMG if that is true do they even realize how many local state and federal commerce laws they are breaking …? the EULA doesnt protect that period ..

Agenteusa.6380:

Trushot Swiftaim.4735:

I CANNOT BUY ANYMORE GEMS … who do you think you are ARENA NET

Look I am 41 years old and own many NEW car dealerships in 4 cities and have over 300 employees … i make 7 figures multiple times over each year …

AMEX / VISA / PAYPAL all tell me one thing

that you are the problem for me not being able to purchase gems not them – thats what they all said ….

so whatever this self policing fraud thing you have going on is stop it just stop …
i have all the credit protection i need from the CC companies and paypal to the companies i pay to monitor it .. i do not need you in the middle of it PERIOD

I play MMOS to relax and i like this one a lot and i spend massive amounts of money in a mmo i like … including this one in which ive already spent almost 600 dolalrs on gems and a game … i am a whale in this industry ill spend 500-1000 a month

but not if i am going to have to deal with this crap period – i was right in the middle of crafting and need to GEMS to convert to gold to buy mats and this is very disruptive and annoying

here is my ticket number i submitted to the NON IN GAME SEPERATE JUMP THROUGH HOOPS CUSTOMER SERVICE WEBSITE ….

i dont care if it seems like to many purchases to you guys are not its none of your business what i spend … AMEX / VISA / paypal … do not have a problem with it so why do you ???

unlock my account soon or ill be forced to take the 500-1000 i spend on gaming micro transactions each month elsewhere no matter how much i liek yourkittengame .. thats a word with a bark on it

#120906-005058

I will not wait long before i go back to other games in which i do nto have this problems … i dont care if you believe me or not im only giving you so long and my 8000-12000 dollars a year i spend on mmo gaming will go elsewhere

Show some respect.

It doesn’t matter whether you make 1 million or 2k bucks, really it doesn’t .

Stop being rude already and stop shoving into everyone face what you earn and what you spend. It doesn´t belong here.

Are you trying to say somehow you’re more important than the others cause you spend more?

Post your ticket in a civilized way next time.

Geez, some people seem like they come out of cartoon books…

this was not addressed to you so stay out of it … at this time its one of two ways to talk to this company

I can’t purchase any gems. I tried 3 different cards (mine and my dad’s), also paypal and nothing works. I know GW2 is F2P, but I would love to give you some of my money – please let me do so!

I have sent a ticket in regards to that: Incident: 120904-002989

Hi. i use 2gold in game to get gems i did get gems but after i use 700 of the gems to buy pirate outfit from STYLE i lost all 700 gem and pirate outfit dint show up on mails.

I read that if u have 10/10 mail u loos all stuff, i wonder why did arena net make sucks big mistake in game, i wonder if its tru or not, ps i delete all my heard mails later on and still nothing.. not that i expet, closet to 1 day and still noting

Incident: 120828-005980 – Had issues since 08/28/2012 04:18 AM

this was not addressed to you so stay out of it … at this time its one of two ways to talk to this company

it’s not stay out of this. This forum is held by Anet and aside from that it’s a public forum so YOU follow the rules.

If you don’t like them GTFO and go be rude to whomever will take it.

Arrogant prick.

[—-001:000633:65214—-]

First i tried to buy Gems using a prepaid Mastercard, this failed, i had assumed it was because prepaids aren’t accepted. But after i tried to pay with Paypal, after i click “Proceed to Paypal” my browser doesn’t open and it goes to the next menu where it says something along the lines of “Transfering you to Paypal”, then the next menu lists the steps again and only has the option “Done”, also says “Finished!” at the top.

Agenteusa.6380:

this was not addressed to you so stay out of it … at this time its one of two ways to talk to this company

it’s not stay out of this. This forum is held by Anet and aside from that it’s a public forum so YOU follow the rules.

If you don’t like them GTFO and go be rude to whomever will take it.

Arrogant prick.

You are the one who does not follow the rules. Both, by cluttering this thread with unrelated spam and by directly insulting another person.

#120906-005058

i need an answer on why this account can no longer purchase gems
VISA is fine with / AMEX is fine with / paypal is fine with it … why can i not spend my money with you guys ? im really not getting it …

i have valid CCs and Paypal … and I am me

your fraud department is baffling me if what am reading others have posted is correct and your telling them to buy another game and start over? thats not acceptable

Purchase a whole other game account so i can buy gems again and lose all my progress … im not getting that CS response?

please advise

I purchased gems yesterday and still don’t have them. Hubby purchased gems a few hours later and he got his instantly.

Incident: 120906-005232

You are the one who does not follow the rules. Both, by cluttering this thread with unrelated spam and by directly insulting another person.

Whatever . I happen to dislike arrogant behavior , if youre fine with it good for you.

If you care to read this thread from the start it has been very helpful and respectful until someone decided to derail it and certainly wasn’t me.

I had a couple of useful posts and have been updating my situation and trying to help others (no I’m no savior I just like being helpful).

i need an answer on why this account can no longer purchase gems
VISA is fine with / AMEX is fine with / paypal is fine with it … why can i not spend my money with you guys ? im really not getting it …

i have valid CCs and Paypal … and I am me

your fraud department is baffling me if what am reading others have posted is correct and your telling them to buy another game and start over? thats not acceptable

Purchase a whole other game account so i can buy gems again and lose all my progress … im not getting that CS response?

please advise

see, much better

09/03/12 120903-011033 — I successfully purchased 2800 gems, and purchased an extra character slot within minutes. The character slot has not been delivered. No response from ArenaNet to date, 9/6/12 4:25 AM PST, so I want to make sure I’m in the right queue.

Please verify on your side that the character slot has not been delivered, and turn that flag on (it’s for the first new slot, so I’ll have a total of 6). Alternately, return the 800 gems spent so that I can redo the character slot purchase myself.

I’ve not made any further purchases and won’t until this is resolved, so that there is less data to look at.

Thanks for the help, and to the staff resolving problems.