Guild Wars 2

I bought $10 worth of gems about half an hour ago and when the gems didn’t appear I thought I must have misclicked or something, so I bought another $10 worth only to not receive those either. Is there a bug going on at the moment with the gem store? Has the money been taken still? Any help would be great!

Long story short, I purchased the Molten Alliance mining pick, didn’t realize that it was soulbound, and bound it to the wrong character. I’ve submitted a ticket to get it, in whatever way possible, removed from the wrong character and sent to the right one. I’m being told it’s against policy, which I disagree with. I don’t want a refund, I want my purchase moved to the right character because it wasn’t clear to me that the item was soulbound. Is there any recourse here or is this the way the gem store purchases are actually handled?

Sadly, customer support is often really difficult to deal with when it has to do with item restorations and similar problems. Good luck, though.

Canakun.8031:

I bought $10 worth of gems about half an hour ago and when the gems didn’t appear I thought I must have misclicked or something, so I bought another $10 worth only to not receive those either. Is there a bug going on at the moment with the gem store? Has the money been taken still? Any help would be great!

You may find this post helpful: https://forum-en.gw2archive.eu/forum/support/account/FAQ-Gem-Store-BLTC-Trading-Post/page/40#post2064549

Good luck. =)

Can’t buy Gems with my CC

Already checked with my bank and my CC is ok, also tried with Paypal… same result. Already tried looking for the gw2cache folder to delete it as suggested and there’s none on my computer, can someone help me with this?

Rorix.1274:

Can’t buy Gems with my CC

Already checked with my bank and my CC is ok, also tried with Paypal… same result. Already tried looking for the gw2cache folder to delete it as suggested and there’s none on my computer, can someone help me with this?

Have you submitted a ticket to support?

I’m trying to purchase gems and it says I need to verify my identity. My claim ticket number is 130903-002479. Please fix as soon as possible I have a lot I want to purchase with this new update. Don’t let me down anet thank you!

I’m attempting to purchase 8000 gems from the store. I keep getting a message that the purchase requires identity verification.

In the past (3 days ago approx.), I had the same issue and by contacting support they were able to resolve it.

I tried to contact support again, but the support page appears to be not working.

Apparently there’s a cap on how many gems you can buy. It would be very helpful if you could temporarily lift this cap one more time so I can buy 8000 gems.

If you need me to provide any additional identity details, please let me know.

Best regards,
Mouse

Mouse.1268:

I’m attempting to purchase 8000 gems from the store. I keep getting a message that the purchase requires identity verification.

In the past (3 days ago approx.), I had the same issue and by contacting support they were able to resolve it.

I tried to contact support again, but the support page appears to be not working.

Apparently there’s a cap on how many gems you can buy. It would be very helpful if you could temporarily lift this cap one more time so I can buy 8000 gems.

If you need me to provide any additional identity details, please let me know.

Best regards,
Mouse

You can contact support by emailing them at support@guildwars2.com
No need to use the site. Good luck. =)

I to have hit this a few times, I don’t want to comlane more just add that maybe you could have a email verify ever time you buy gems to prevent fraud

Gaile Gray.6028:

norris.3901:

I to have hit this a few times, I don’t want to comlane more just add that maybe you could have a email verify ever time you buy gems to prevent fraud

That’s an interesting suggestion, Norris. I do wonder what would happen if someone’s identity was stolen, or if both his/her game and email were hacked. Couldn’t someone then run up huge amounts of purchases against the desire of the real account owner?

If that were to happen, gem purchases would be the least of their concern. And in either case, those gem purchases, whether $100 worth or $5000 worth, would have to be reversed.

I have both email and mobile verification turned on, if someone got hold of account info for my game, my email and had my cell phone, then the fact that they have access to a saved gift credit card number from my last gem purchase (‘cause I never use my actual CC for security purposes,) is not really a concern.
I’d like this removed on a case-by-case basis, ‘cause it’s a real pain to have to get support for gem purchases 2-3 times/month when I hit the throttle limit.

I suggest phone verification. Automated system calls a verified phone number on the account and supplies a code. User enters code into the game to allow the purchase.

My two cents.

I bought gem’s 2 days ago with my card and everything was peachy. Today I went to purchase a few more, and accidentally deleted my card from the saves. I thought “hey no biggy, I’ll just redo my info and save and all will be fine.” Apparently I was wrong because since then I have gotten constant “Payment approval failed.” I’ve tried well over 15 times now and I can’t seem to get it to go through. Any help would be very much appreciated.

I had this issue the other day. Did a full reinstall of Windows 7 and it worked first try.

I do a lot of tweaking with the Windows OS so I very well may have disabled some necessary encryption/authentication feature.

Clean install did the trick!

Awesome, for me that’s not an option unfortunately.

I have the same issue, i put a ticket yesterday in the spanish support but 24 hours past and i still havent any answer and is 19:00pm here so im not expecting a answer today.

The last time that buy gems was the 25 agust, and always work fine, same card too and with other shops like steam works fine.

edit: Tested in my laptot to see if is a issue of my computer or Windows and still fail.

Thank you for the help Gaile. I will put my information through and see what comes up. Much appreciated.

Hi, went to purchase multiple gem orders on the store, and was locked out from purchasing more. It informed me to contact support to confirm my identity before I would be allowed to make any more purchases.

I went to the support site but was unable to remember my username/login ID, so requested it be sent to my email. The website said it sent a reset email to my address but I have yet to receive it. I have received emails from support before on this email so I know this is the correctly linked email. Please help I would very much like to be able to purchase gems again. Quaggen backpack/mini’s yum!

My issue has been resolved! Thank you very very much ANET! Now take my money, and keep up the good work!

Congrats Rhage, im in the same issue, i contact the spanish support 2 days ago but i dont receive any type of answer

Ticket: 130904-001785

I think that my biggest mistake was contact with the spanish support, the next time i will use the English one and im thinking in do another ticket but i dont want duplicate any ticket.

I will wait today for a answer, tomorrow is weekend alredy and i suppose that they dont work on saturdays so if they dont answer me i think that i will have to wait at least 6 days for 1 answer in a ticket :S

You have to do something in your computer that i would can try to fix the issue ?

edit: They just answer me that is my bank fault without give them any data about my bank, card, account etc…. and they send me a mail to try close the ticket alredy…. after i said that i bought yesterday in Steam withtout issues, buy gems 7 days a go and contact the bank they said that all is fine, 2 days waiting for a answer to know nothing…great job.

Can i pass the ticket to the English support Gaily Gray or is better that i simple write another new in english ?

I bought gems a week ago and everything was fine then. Then the next day I went to buy gems in order to transfer to my old guild form Guild Wars and it wont let me buy gems. I keep getting a “Payment approval failed.” message every time I try to buy gems. I know that there is money in the bank and also that the information is correct because I’ve attempted to buy gems at least two dozen times. I have emailed Guild Wars 2 and also support. I have reported the bug issue and its still not fixed. It has been one week and still nothing. I try to buy gems every day at least three times a day and still nothing. When will this issue be fixed. The only reply I got back from Guild Wars 2 was, “Its not your information many people are having this problem.” and that’s it. I would like a time line or possibly be able to talk with someone directly in order to fix this as soon as possible. One week of having this issue without any kind of help is horrible on Guild Wars 2 part. I just want to be able to buy some gems from a game, I don’t think that’s too much to ask for.

Enox.5870:

I bought gems a week ago and everything was fine then. Then the next day I went to buy gems in order to transfer to my old guild form Guild Wars and it wont let me buy gems. I keep getting a “Payment approval failed.” message every time I try to buy gems. I know that there is money in the bank and also that the information is correct because I’ve attempted to buy gems at least two dozen times. I have emailed Guild Wars 2 and also support. I have reported the bug issue and its still not fixed. It has been one week and still nothing. I try to buy gems every day at least three times a day and still nothing. When will this issue be fixed. The only reply I got back from Guild Wars 2 was, “Its not your information many people are having this problem.” and that’s it. I would like a time line or possibly be able to talk with someone directly in order to fix this as soon as possible. One week of having this issue without any kind of help is horrible on Guild Wars 2 part. I just want to be able to buy some gems from a game, I don’t think that’s too much to ask for.

Hi Enox,

It is not possible to talk to someone directly. GW2 is a game without monthly fees, that means they don’t have the resources to have a callcenter.

To get help you need to go to https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged and post your 12 digit ticket number there. That thread is for ticket that somehow didnt get resolved wihtout a full answer within the target of 72 hours (anet has tasked themself to try to answer everything within 72 hours).

Good Luck!