Gem purchase fail

Gem purchase fail

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Posted by: Nightingale.9805

Nightingale.9805

I cannot purchase a gem in Black Lion via credit card or paypal. It say that “Unfortunately, an error occur please try again later”. I have done some research but not found anything helpful.

I have open a ticket but they have not answered me yet. Anyone has a solution for this problem ?

P.S. I’m sure my card for valid.

Thank

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Posted by: Shady.3142

Shady.3142

I’m dealing with the same issue. Unable to purchase gems on my credit card all day today. Its extremely frustrating. Trying to give them money and they don’t want to take it. No customer service phone number and cannot get a resolution online through emails. Amazing.

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Posted by: pyrophoenix.5187

pyrophoenix.5187

I’m having this issue as well. Seems like something they’d be on top of.

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Posted by: mugen.4763

mugen.4763

same issue here
Request #2105582 if any staff member wanna chase up on it <3

Mugen Tsukuyomi [ABC]
Sorrow’s Furnace

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Posted by: dadoppelny.7945

dadoppelny.7945

I’ve had the same issue, led to my other account being suspended for a week, still going. My account was supposed to go online again, but nothing happened so far.

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Posted by: Drucilla.3158

Drucilla.3158

Having issues purchasing gems after today’s patch. Anyone get a response on how to fix this?

Fires of Wisdom [WISE]
Angry Intent [AI]
Yak’s Bend

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Posted by: snowsounds.8415

snowsounds.8415

Same. I thought the new outfit looked cool and wanted to buy it, but got two errors trying to buy gems. I daren’t try a third time…

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Posted by: Ryuankh.4930

Ryuankh.4930

Same problem here. Tried to purchase through Paypal and online banking. The money did get withdrawn from my bank account but no gems in game…

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Posted by: Alwayshappy.2549

Alwayshappy.2549

Having the same problem. Bought 8000 gems with iDeal. Money was withdrawn from my bank account, but no gems in game…

Only bought them, because the gem-gold exchange is super positive…

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Posted by: Donari.5237

Donari.5237

Add me to the list. I just tried twice with PayPal to buy 800 gems. I’ve never had it fail before. PayPal does not show the transaction(s) going through, nor has anything been taken from my bank account.

I will submit a ticket in a moment, I just wanted to check this forum first.

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Posted by: NSevenDanny.4107

NSevenDanny.4107

Same issue as Donari above. Never had a problem using paypal before. Nothing taken (yet) but the transaction is failing each time.
Submitted a ticket regarding it.

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Posted by: Dravoon.7904

Dravoon.7904

same issue here, bought 800gems money has been withdrawn from my account, but no gems added

Gem purchase fail

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Posted by: sidhemoon.5029

sidhemoon.5029

Same here. Tried to buy 1600 two times via paypal. Same error as above.

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Posted by: Drucilla.3158

Drucilla.3158

EDIT: All of them are hitting my account at once…oh lord. Now how to I figure this out??

Update, I just received a gem purchase…I hope all three tries don’t go through!!!

Fires of Wisdom [WISE]
Angry Intent [AI]
Yak’s Bend

(edited by Drucilla.3158)

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Posted by: Alwayshappy.2549

Alwayshappy.2549

Received mine aswell!

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Posted by: snowsounds.8415

snowsounds.8415

My two payments came through! I wish it hadn’t submitted them tbh, I don’t need THIS many gems, but I’m cool with it I guess.

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Posted by: Ryuankh.4930

Ryuankh.4930

Received mine as well, all 3 transactions

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Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

Next

We are so sorry that you’re having issues. The team is busy analyzing this problem, and they’ve involved our billing provider as well. They hope to have this corrected as soon as possible.

In the meantime, thank you for your purchases, and if you need help with them on an individual level, please reach out to Customer Support and they’ll help you! (For instance, if you submitted multiple attempts and each of them processed so that you received more gems then you wished to purchase, they can make that adjustment. Just reach out before you spend ’em. )

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited by Gaile Gray.6029)

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Posted by: sidhemoon.5029

sidhemoon.5029

Mine finally showed up! Thanks!

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Posted by: darkt.9450

darkt.9450

DO not and i mean DO not keep trying to buy gems if you get the error msg, because now all of a sudden the game credited me for 3x 20 euro and 1x 35 euro’s.

already made a ticket about it.

greetz

darkt1981

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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DO not and i mean DO not keep trying to buy gems if you get the error msg, because now all of a sudden the game credited me for 3x 20 euro and 1x 35 euro’s.

already made a ticket about it.

greetz

darkt1981

I think that’s solid advice, darkt. It seems that multiple attempts may complete, so best to hold off for a bit. If you try once, wait a while and see if the order is fulfilled, even if it appears that it may not have processed.

And naturally, we’ll rectify any duplicate purchases that you’d like us to correct. Just click Support at the top of this page, then “Submit a request” so the CS Team can help you.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Donari.5237

Donari.5237

Update: My first purchase attempt went through. I don’t know if the second will. Fortunately it was only ten bucks worth and I’d likely spend that again in the next month as more things show up I want. I added that to my ticket.

It’s a little worrisome to have that potential 800 gems out there, though, since that’s ten bucks I could suddenly have spent at any time.

Edit: And boom, there they are. Guess I’m covered for the next purchase!

(edited by Donari.5237)

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I wanted to check with you folks who have had purchase issues today:

  • Are you using PayPal?
  • Are you getting a “failed transaction” type of message from PayPal?
  • Do you then get the gems, anyway? Perhaps multiple times if you tried more than once?

Thank you!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Legilimens.6451

Legilimens.6451

Okay, I tried it a couple of times, haven’t received gems. Says unable to make purchase. Tried it both via paypal and credit card. The transaction cuts off when you select confirm for the final time (in paypal just before it is directed to paypal)

Also, if transaction does go through I seriously hope its only once. I did not want to buy multiple amount of gems.

wait-what-NO PICTURE?!

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Posted by: Mizukiaki.8590

Mizukiaki.8590

I had this happen to me before, and yes they are good at rectifying the extra transactions if you tried multiple times. Thanks for the info, Gaile. I’ll keep an eye on the post so I can get my gems later too. Edit: I use Paypal.

Great games come and go, but the Awesome games are endless!!
Matron Kaldona Kye, Mesmer GW since launch.
Matron Kaldona Kye, Sylvari Chronomancer GW2 since closed Beta.

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Okay, I tried it a couple of times, haven’t received gems. Says unable to make purchase. Tried it both via paypal and credit card. The transaction cuts off when you select confirm for the final time (in paypal just before it is directed to paypal)

Also, if transaction does go through I seriously hope its only once. I did not want to buy multiple amount of gems.

So you tried directly through your CC, without PayPal, and it failed? That’s really good information for us to have. Thanks a lot!

And we will refund any duplicates purchases, if they occur. We will take care of you!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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(Just updated my first post, but to be sure this is noted)

UPDATE: The ability to purchase gems have been disabled while we look into this further. You may, of course, make purchases with gems at the present time, you just will be unable to purchase new gems while the gem-purchase issue is being addressed.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Update: My first purchase attempt went through. I don’t know if the second will. Fortunately it was only ten bucks worth and I’d likely spend that again in the next month as more things show up I want. I added that to my ticket.

It’s a little worrisome to have that potential 800 gems out there, though, since that’s ten bucks I could suddenly have spent at any time.

Edit: And boom, there they are. Guess I’m covered for the next purchase!

Thanks for this info, it’s very helpful.

If you’d rather have the refund, we can help you. If you have your March allotment in advance, and that’s ok with you, that’s grand as well.

BTW, thanks for your support!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Jacobbs.9468

Jacobbs.9468

I wanted to check with you folks who have had purchase issues today:

  • Are you using PayPal?
  • Are you getting a “failed transaction” type of message from PayPal?
  • Do you then get the gems, anyway? Perhaps multiple times if you tried more than once?

Thank you!

Yes. I tried to purchase gems twice using PayPal – both were failed transactions. I then purchased gems on my credit card. It seems the PayPal transactions went through anyway. I now have a lot of gems.

Ticket #2105978

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Posted by: Mizukiaki.8590

Mizukiaki.8590

I just got the gems I had ordered with the “failed transaction error” Message. Check your accounts for yours, everyone.

Great games come and go, but the Awesome games are endless!!
Matron Kaldona Kye, Mesmer GW since launch.
Matron Kaldona Kye, Sylvari Chronomancer GW2 since closed Beta.

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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New update (as of 12:10 PM Pacific time):

We have re-enabled purchasing of gems, but have left PayPal disabled, as the purchasing issue seems related solely to that purchasing provider.

We will re-enable PayPal as soon as the issue is addressed, but in the meantime, you may purchase gems using credit cards or Paysafe.

We’ll update this thread when we have PayPal back in the mix.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Alwayshappy.2549

Alwayshappy.2549

I had the same issues with iDeal, so it’s not just Paypal though. My husband is having problems with his CC now aswell.

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Posted by: Legilimens.6451

Legilimens.6451

So, I guess I’m the only one who can’t still buy? At least now the error has changed to “An error has occurred….” rather than “Unable to make purchase…”

wait-what-NO PICTURE?!

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Posted by: Kalgator.2945

Kalgator.2945

Hi, i need help, i have this error.. but now re 300€ duplicated, and i need fast this money.. i put a ticket.. How long does it take to fix this?

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Hi, i need help, i have this error.. but now re 300€ duplicated, and i need fast this money.. i put a ticket.. How long does it take to fix this?

What’s your ticket number? I’ll be happy to inquire about the turn-around time.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Kalgator.2945

Kalgator.2945

2106341:Devolución de Gemas (is spanish), but I had other charges after putting the ticket

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Posted by: AysonCurrax.3254

AysonCurrax.3254

Hi, i need help, i have this error.. but now re 300€ duplicated, and i need fast this money.. i put a ticket.. How long does it take to fix this?

What’s your ticket number? I’ll be happy to inquire about the turn-around time.

I wouldnt mind if you could help me out with mine aswell. #2106211

Not sure why it doesnt just stop the transaction if an error occurs, then goes through 30 minutes later, effectively making me spend 60€ i didnt mean to spend.

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Posted by: allorn.4169

allorn.4169

DO NOT make more than one purchase attempt, no matter what the web site tells you.

I tried at around 7 am to purchase gems using my PayPal account. I received the message “Unfortunately there was an error with the payment provider. Please try again later. If this error persists please contact customer care.”

I figured perhaps I had typed my password in wrong, so I tried again….same message.

Hmm must be PayPal since the popup says it’s the payment provider, so I will try my credit card… same message (yes, that’s 3…) Ok better call my bank. Bank says everything is fine on my end. Hmm..Ok..message says try again later…well I’ll try again now just for good measures, it’s been 20 minutes (what’s “later” anyway?"…that’s 4) Same message.. OK, must be Anet; better customer support like they said (when all else fails follow the directions, right?) Oh..they’ll want to know what that message was, so PayPal again..(5!) to copy down error message.

It’s later, right? yeah, and hour later..ok.. try again with PayPal (that’s 6..I really want those wings!) .. same message. Darn..guess no gems/wings today.

Suddenly…..BING!!(email from gw2…) “Thank you for your gem card purchase!!” Uh oh…. BING, OH NOOO!!

BING, BING, BING, BING.. all about 10 min apart. Talk about purchase lag!?
“Thank you for your gem card purchases!!!” (all 5 PayPal purchases, cc didn’t go through, YET)

That’s what happened on my end… hope you figure out what’s going on on yours. Thanks for all your hard work, Anet. You’ve always been good to help me out with these type of things and I have faith in you =) (plus PayPal has been put on alert as well as DigitalRivers that my account has been overcharged several times because of the web site error message : Unfortunately there was an error with the payment provider. Please try again later. If this error persists please contact customer care. )

Do not believe it….do not make more than one attempt.

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Posted by: snowsounds.8415

snowsounds.8415

Thank you ANet for your quick replies and solutions for this problem C: I am personally fine with having more gems (gotta stop myself from impulse buys!) but I appreciate you guys replying quickly C:

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Posted by: Skynet.7201

Skynet.7201

Thanks for keeping us updated! A few people in our GW2 FB group reported issues today, and I posted this thread there for them to keep an eye out.

We created the perfect infiltration machine.
Join 9K+ GW2 players: https://www.facebook.com/groups/GW2Gamers/
All are welcome!

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Thanks for keeping us updated! A few people in our GW2 FB group reported issues today, and I posted this thread there for them to keep an eye out.

Thanks — that’s really helpful!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Swamp.7549

Swamp.7549

I got charged 4 times as well for a purchase posted a ticket: Request #2106557, I hope i’l get 3 of the orders refunded as i only intended 1.

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I got charged 4 times as well for a purchase posted a ticket: Request #2106557, I hope i’l get 3 of the orders refunded as i only intended 1.

Yes, that will happen for you. Thanks for submitting a ticket — the team will take care of this as soon as they can.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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We are going to put Billing into maintenance mode while we work on this issue. You will be able to make acquisitions with your existing gems, but will need to hold off on the purchase of gems until this maintenance is complete. We’ll give you a heads up when things are back to normal.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Liquid Rhino.7192

Liquid Rhino.7192

We are going to put Billing into maintenance mode while we work on this issue. You will be able to make acquisitions with your existing gems, but will need to hold off on the purchase of gems until this maintenance is complete. We’ll give you a heads up when things are back to normal.

Hi Gaile,

Just a quick heads up:

Please note that while Gem Sales/Code Redemptions are disabled on the Black Lion Trading Main Menu (‘O’), the interface pane for Currency Exchange is still allowing the prompt to enter information for all payment types, including Paypal & Paysafecard (via clicking on either the Gold or the Gems columns) at the moment. This may lead to additional calls/support tickets.

Hope this helps!
(and thanks for all your attention to this issue!

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Posted by: Mark Katzbach

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Mark Katzbach

Content Marketing Manager

The maintenance is now complete and all billing services have been restored.

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Posted by: Drucilla.3158

Drucilla.3158

Any clue on how long it will take for the refunded extra purchases?

Fires of Wisdom [WISE]
Angry Intent [AI]
Yak’s Bend

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Posted by: Dragonovus.8514

Dragonovus.8514

FML i tried this with MasterCard for more than 8 times for 100 EUR xDD looks like someone is going to have a nice chat with the support team :p

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Posted by: Donari.5237

Donari.5237

Update: My first purchase attempt went through. I don’t know if the second will. Fortunately it was only ten bucks worth and I’d likely spend that again in the next month as more things show up I want. I added that to my ticket.

It’s a little worrisome to have that potential 800 gems out there, though, since that’s ten bucks I could suddenly have spent at any time.

Edit: And boom, there they are. Guess I’m covered for the next purchase!

Thanks for this info, it’s very helpful.

If you’d rather have the refund, we can help you. If you have your March allotment in advance, and that’s ok with you, that’s grand as well.

BTW, thanks for your support!

No refund needed here, I told Support that as well. To be clear, I should have said “within the next month.” I don’t have an allotment … maybe I should. Now that I have no income I think you guys are one big reason my personal spending bank account’s been shrinking

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Posted by: bunnyandbear.5734

bunnyandbear.5734

I’m having the same issue. Tried to purchase 800 gems last night, about 2-3 times and it failed every time with the error message “unfortunately an error has occured. Please try again later.” I opened a ticket 2111949:Unable to purchase items / gems and haven’t heard anything since yesterday. All I’ve gotten so far is:

Hello,

We’re looking into your purchase attempts and will get back to you as soon as possible. We appreciate your patience.

Regards,

GM Jayhawk

I don’t know how to get this resolved quicker or what they need to resolve the issue.

Please help.