Guild Wars 2

Gaile Gray.6029:

runeblade.7514:

3rd day of not being able to buy gems.

Well rats! Our provider did put through a change and according to records, they believe they corrected the issue for everyone affected by the bug. Therefore, I think what you’re running into is an individual issue, so I encourage you to submit a ticket to allow an agent to help you.

Hi Gaile,
I have submitted a ticket on 2 different occasions (months apart) in regard to the same scenario. When attempting to make an in-game purchase through the Gemstore and paying via PayPal, I am put through the buying/paying process until I get to the screen attached below, disallowing me to make said purchase. To these ticket submissions I am given the same response:

— ArenaNet claims that there is NO issue on their end that would not allow me to make an in-game Gemstore purchase paying via PayPal and that the issue has to be with PayPal.

— PayPal claims that there is NO issue on their end that would not allow me to make an in-game Gemstore purchase paying via PayPal and that the issue has to be with ArenaNet.

I never had this issue before ArenaNet changed their ‘provider’ to Digital River, Inc.

I don’t have those ticket numbers any longer.

Edit: I was able to dig into some recovered deleted emails and found this: Request #744128

Gaile Gray.6029:

runeblade.7514:

3rd day of not being able to buy gems.

Well rats! Our provider did put through a change and according to records, they believe they corrected the issue for everyone affected by the bug. Therefore, I think what you’re running into is an individual issue, so I encourage you to submit a ticket to allow an agent to help you.

Just wanted to let you know that I’m able to purchase gems with my CC.
The Providers change did work for me Thanks Gaile and your tech team for the help

I sent a ticket. Hopefully, it’ll be resolved before the sale is over.

Also unable to purchase gems – attempting to use a credit card I get past the first validation screen (so my card appears to be okay) but when I try to ‘confirm’ the transaction on the ‘Review Order’ dialog I get a message that ‘Unfortunately an error has occurred. Please try again later!’ I’ve been trying again later for 3 days now and it’s just not working for me. Support ticket raised (Request #864814 “Gem Store Issues”)

Yes, as I had stated before, I did contact PayPal also. They claim that there is no problem with my PayPal account and that there should be absolutely no reason for this transaction to not go through.

Copied from the email correspondences of (4) different ArenaNet CS people:
See Attachment!

Spr808

Jul 11 16:58

I just recently (about 30 minutes ago) attempted to purchase gems in-game through the BLTC, paying via Paypal. It goes
through the purchasing steps to the point of logging in and paying through Paypal; and then the transaction fails. I
have had this issue twice before, a few months ago. Both of those times I submitted a a ticket just the same as I am
doing now. Both of those times I talked to an ArenaNet Customer Service Representative AND a PayPal Customer Service
Representative. Both of those times I was told by BOTH ArenaNet and PayPal CSRs that the issue ‘was on the other
end’; meaning ArenaNet said that there was no problem with their system and that the transaction should go through and
that I need to talk to PayPal about why it was not going through; and that PayPal said that there was no problem with
their system and that the transaction should go through and that I need to talk to ArenaNet about why it was not going
through.

I didn’t complete this most recent (July 2014) ticket correspondence because the (3) times that this has happened and I have submitted tickets wherein I have explained in detail that I have talked to PayPal and that PayPal has found zero reason for this transaction not to go through, ArenaNet has asked me, “Did you ask PayPal?”

Day 5, I hope I get it resolved before the sale is over.

Gaile Gray.6029:

runeblade.7514:

Day 5, I hope I get it resolved before the sale is over.

I looked up your ticket and it was routed to our provider. They should be able to resolve this soon. Feel free to post in the Tickets for Review Thread if you don’t hear by tomorrow Noon Pacific time.

Whats the difference between sending a ticket vs. posting it in that thread?

Posting your existing ticket number in the Tickets for Review thread can speed up the process. Sending duplicate tickets about an issue always slows down the process. That’s the difference. =)

I just ran into this issue myself. I tried to purchase gems twice but it failed. Then I came here and found this thread. I went to submit a ticket and tried one more time so that I could copy the exact text from the error message. The purchase went through.

The only difference was that I tried not checking the “agreement” check box when I hit confirm. After it errored out and made me check the box, then I checked it and hit confirm. It might have been a fluke, it might have been a weird work around. You might try it.

Zolarie.8293:

I just ran into this issue myself. I tried to purchase gems twice but it failed. Then I came here and found this thread. I went to submit a ticket and tried one more time so that I could copy the exact text from the error message. The purchase went through.

The only difference was that I tried not checking the “agreement” check box when I hit confirm. After it errored out and made me check the box, then I checked it and hit confirm. It might have been a fluke, it might have been a weird work around. You might try it.

I unchecked the agreement box, and then it would not let me hit confirm. After checking it again, I still get an error message.

Having the same issues purchasing gems. "Unfortunately an error has occurred. Please try again later!’ Support ticket has been raised (how do I check what tickets I have created so I can post the number here?)

I was actually able to buy gems after the update Tuesday. Thanks for your help, Gaile!

runeblade.7514:

Zolarie.8293:

I just ran into this issue myself. I tried to purchase gems twice but it failed. Then I came here and found this thread. I went to submit a ticket and tried one more time so that I could copy the exact text from the error message. The purchase went through.

The only difference was that I tried not checking the “agreement” check box when I hit confirm. After it errored out and made me check the box, then I checked it and hit confirm. It might have been a fluke, it might have been a weird work around. You might try it.

I unchecked the agreement box, and then it would not let me hit confirm. After checking it again, I still get an error message.

Guess mine was just a fluke then. It was worth trying. Good luck.

I’m scared. Support is taking too long, and I know that ANet wouldn’t extend the sales date just for me if they couldn’t fix the problem in time.

Why won’t you take my money!

Sorry Gaile,

I cannot purchase gems through PayPal.
I have tried it twice, but at the PayPal confirmation screen it does not open my PayPal account.
When checking my PayPayl account directly, there is no transaction waiting.

As I can purchase other things from the internet with PayPal I do not think the problem lies with PayPal per sé.

Is it possible that Chrome is the issue here?
I created a ticket. I hope this will get sorted out before the sales is over.

I think that the problem is in ANet’s end. I used my credit card, so I don’t need to open chrome and I am having just as much problem as you do.

But it does not hurt to try other browsers.

I have also been getting the same error message (“Unfortunately an error has occurred. Please try again later!”) for the past number of days.

I have contacted support, receiving a response stating I triggered a “Risk Management security feature”? Request #: 856689

Hope this gets resolved before the sale ends.

I use Chrome as well, but tried it using IE and still had the same problem.

2 more days till sales end and I am still not seeing any fixes at sight.

Issue is resolved.

Thanks ANet support.
Thanks Gaile!

I will be poor tonight

Hi Runeblade,

Good for you.
Maybe you can tell me how it was resolved for you, as the response I got was to open the game in window-mode. But that did nothing, I still cannot get any gems.

AcidLex.4879:

Hi Runeblade,

Good for you.
Maybe you can tell me how it was resolved for you, as the response I got was to open the game in window-mode. But that did nothing, I still cannot get any gems.

Support team personally looked into the problem and solved it for me.

OK, thanks, then I just have to wait ;-)

Having the same issue as well, again i might add. Over the last few months i had to raise three or four tickets on this. Just now i wanted to purchase some gems and i got this issue again. To be honest i am not even going to bother raising a ticket anymore. I am just not going to buy gems anymore, easiest solution.

OK, this worked for me (with the help of ArenaNet Support):

1. Use a different browser (set that browser to default): I used Internet Explorer.
2. Purchase some gems with PayPal.
3. PayPal opens and I could finish the payment.

Note: I double checked that the email on my PayPal account was the same and prime as the email on my GuildWars2 account.

Note-2: as I never used IE before there were no add-ins or cache to complicate things. Try to clear your internet cache and disable add-ins for the session.

Hope this will help someone else too!

Ticket Number 870065. Having problems buying gems.

Error: Unfortunately an error has occured. Please try again later.

My ticket is only a few hours old but the Sale ends in 15 hours and there are 3 items I wanted to purchase which will go away after midnight tonight.
Support is currently investigating my issue.

Since the error was happening when I was using a credit card, if I went out today and bought some Gem Cards would that work as a quick fix to make my sale purchases or would that fail too when activating with the Gem Card number I wonder?

Good afternoon.

I submitted a ticket because I’m also receiving the Unfortunately an error has occurred. Please try again later. error.

I was told that I cannot buy anything on my account – but this is the exact same billing info I used to purchase this game.

I’ve spoken to my financial institution and they’ve not received any attempt besides the original game purchase from your company – So I’m being blocked by GW2/ Digital River.

How do I get this fixed? Your support hasn’t told me what my options are besides going out and buying a gift card – which isn’t a proper solution.

I’m really trying to support a game I’ve enjoyed playing for the last 4 months, but if I’m treated like this, I will take my money / business else where.

Could you look in to this or perhaps help me?

Thanks.

Dan

Yalora Istairiea.6287:

Ticket Number 870065. Having problems buying gems.

Error: Unfortunately an error has occured. Please try again later.

My ticket is only a few hours old but the Sale ends in 15 hours and there are 3 items I wanted to purchase which will go away after midnight tonight.
Support is currently investigating my issue.

Since the error was happening when I was using a credit card, if I went out today and bought some Gem Cards would that work as a quick fix to make my sale purchases or would that fail too when activating with the Gem Card number I wonder?

So I went out and bought Gem Cards at Best Buy and was able to use them to put gems on my account so the priority of getting gems is no longer an issue. Would still like to be able to purchase In Game in the future though, so please continue to consider this an open issue.

Thank you,
Yalora

I had no problem purchasing gems last week but now I constantly get this messege when I use my paypal “Error: Unfortunately an error has occured. Please try again later.”

I’m guessing that due to the number of people that are trying to purchase gems the servers are all qued up and unable to process soo many transactions at once.

I have the same problem with purchasing gems, it always shows “Error: Unfortunately an error has occurred. Please try again later.”.
Anything I can do right now?

The error came back.

I sent out a ticket and waited for a reply to fix the store error problem. The sale ended and the problem didn’t get resolved, I guess Anet doesn’t want our monies…

/facepalm I really wanted to get a bunch of chest keys. QQ

Yep got the error too (on my virgin Internet Explorer)
Ticket submitted.

Waiting… hoping all will be fine in the end.

P.S. I see the error is originated by cdn.fatfoogoo.com and not by digitalriver.com, so is this a correct re-direction or an old entry still in the code somewhere?

P.P.S. just received PayPal mail that the purchase was successfull. As I went three times through the procedure (luckily I purchased a small amount), I received three payments. So it works, sort of, but still not good to have an error instead of a confirmation that the purchase was good.

I want to buy some GEMS, but always errors.
Show “Unfortunately an error has occurred. Please try again later!”

Sakay.5147:

I want to buy some GEMS, but always errors.
Show “Unfortunately an error has occurred. Please try again later!”

Did you try the steps I described some posts above? Maybe that can help you, it sure helped me.

Note: cdn.fatfoogoo.com is the company handling the gems purchases for digitalriver.com, as it was explained to me.

Figure I’ll weigh in and note that the issue began for me also yesterday and continues today. I’ve opened a ticket, so hoping it’ll be resolved.
:)

Just tried to buy Gems got the trans code… but no Gems. Already submitted a ticket in the support area.

I’m having this problem also, so I’ll be presumptuous and give you my ticket number as well: #878816