Guild Wars 2

Ticket 567823 – Refund for double gem store skins

Not a word since the 24th of April after this:
“Hello,

Thank you for contacting Guild Wars 2 Support Team.

I’m transferring your ticket to a member of the Guild Wars 2 Game Support Team to further assist you. Someone will be in contact with you as soon as possible.

Regards,"

Morrigan.2809:

I play as a party of one in a guild of 1 and Megaserver is not great for me.

I haven’t actually seen any of my friends or people from my server, the maps are completely over run by random people.
there are trolls everywhere and the Tower of Babel is not funny.

I have never felt this alone in the game, which is ironic because people are like ants- everywhere.

I want my lovely server and our community back

This. I log in and I have to party up with people from my own guild, people I’ve been RPing with for how long now? -Just- to get onto the same server as them. Everyone that logs on has to ask for a party so we can try and RP a little.

This is seriously ridiculous, Anet. You claimed we’d get put together with guildies, friends, yadda yadda. All I’ve seen is lollers, and for the FIRST time in all the years I’ve been on GW2, I’ve been getting whispers from gold sellers. -A lot- of whispers.

You tried to fix something that was never even broken, and now you’re just chasing away people who used to enjoy the game.. I can’t even say I’m angry anymore. I’m just sad. This entire patch has completely screwed over the players, and you’re not even listening to what we’re saying.. I hope you’ll eventually come to your senses and fix this, because right now, I don’t even want to play anymore..

(I’m on Piken Square)

Gaile Gray.6029:

Harley.2837:

^ seriously? I still haven’t heard back from customer support at all, but I’ve just logged in on GW and my gems have come through. I’m very happy, although I think these issues should be solved with more “care” from the support team (Excluding the lovely Gaile) next time. This is concerning actual money :/

Well, now, that’s sort of what I said might happen, right? I said you’d find that you (1) were not charged or (2) were charged and the gems would arrive, given a bit of time. So I’m happy to hear that you got what you wanted without having to reprocess another order, but sorry if you didn’t hear from a CS agent.

I can ask if the team is answering such tickets or simply verifying (by review of the ticket-submitter’s account) “Oh, the gems did arrive, that’s a closed subject.” I think I’d prefer that we did update the ticket, if only to say “I checked and you received your gems. Thanks!” but I’ll ask what standard practice is.

Indeed! Thank you for all your help, it’s greatly appreciated.

To be honest it would be really nice if you could check that, because.. I received no e-mail whatsoever to say it was sorted or anything. I checked my mails, saw nothing new and figured “Drats.. they’re still working on it, I guess..” but then I logged on and my gems were there, so I e-mailed to say that I received my gems and that help was no longer necessary.

Updating the ticket would definitely help! And thanks again, Gaile. You’re a rock star!

^ seriously? I still haven’t heard back from customer support at all, but I’ve just logged in on GW and my gems have come through. I’m very happy, although I think these issues should be solved with more “care” from the support team (Excluding the lovely Gaile) next time. This is concerning actual money :/

Gaile Gray.6029:

Harley.2837:

Gaile Gray.6029:

If you were charged and did not receive your gems, please submit a ticket. Use “Did not receive purchased gems” in the subject line if you’re making a new ticket. If you already submitted a ticket, that’s great, and please do not start another ticket.

These tickets usually are handled quite promptly, but I’ll see if I can get any insight. If you posted a ticket, could you provide your ticket number here?

Thank you. And again, thanks for your support of our game through the Gem Store!

Thanks so much for your assistance, Gaile. I opened a ticket with number 505430 about 11 hours ago, if that helps.

Edit: I accidentally sent a second ticket a few hours after the first because it didn’t appear in my Gmail sentbox and the reply had gone to my spamfolder.. I do apologise for that! It wasn’t intentional :/

No worries — it happens with all those “helpful” providers that sort our mail into the wrong bins.

And I do see your ticket in the system and assigned, so you should get a response soon.

Aye, Gmail is stupid

And yay! Ooh I hope it gets sorted tonight still, that’d be amazing! <3

Maybe in your spam folder? Or perhaps a different email address? Either way I’d open a support ticket and ask if you can maybe get your serial key again.

How do you not know your serial key? Don’t have the box anymore?

Gaile Gray.6029:

If you were charged and did not receive your gems, please submit a ticket. Use “Did not receive purchased gems” in the subject line if you’re making a new ticket. If you already submitted a ticket, that’s great, and please do not start another ticket.

These tickets usually are handled quite promptly, but I’ll see if I can get any insight. If you posted a ticket, could you provide your ticket number here?

Thank you. And again, thanks for your support of our game through the Gem Store!

Thanks so much for your assistance, Gaile. I opened a ticket with number 505430 about 11 hours ago, if that helps.

Edit: I accidentally sent a second ticket a few hours after the first because it didn’t appear in my Gmail sentbox and the reply had gone to my spamfolder.. I do apologise for that! It wasn’t intentional :/

I must agree this is very concerning, indeed. As an active RPer, myself, I’d like to see a solution to this so that I don’t lose half of the community I roleplay with.

Anyone heard back from Customer Support, yet?

^ I hope so too.. I paid €20, I’m not looking forward to waiting 24-48 hours to get my 1600 gems.

SarahWitter.2317:

Hello all,

This issue was recently resolved and the Gem Purchase and Code Redemption options are no longer in maintenance. As Gaile mentioned earlier, if you feel there are issues with your purchase or redemption please contact our Customer Support team by submitting a ticket.

We appreciate your patience.

Thank you,
Sarah Witter

I submitted a ticket when this all started, including my order number, since I got charged but haven’t received my gems.

Order number: AVMW2ECE

(I added this to my ticket too)

Gaile Gray.6029:

Harley.2837:

Gaile Gray.6029:

Harley.2837:

Thanks for the help, Gaile. I hope it is resolved quickly because (I think I’m not just speaking for myself) when vanishing money is involved, I get kinda panicky. :P

Vanishing money is never a good thing, for sure! Don’t worry, judging by the e-mail threads this should be very short lived. In fact, I’m almost tempted to say “Try again” now, but I’d give it a few more minutes at least.

If there are any issues with purchases after the system is back online – for instance, if you believe you may have inadvertently made a double purchase – contact Support and we’ll take care of you!

Superb! Thanks so much, I’m online on GW2 so I’ll keep an eye out and see what happens Would the money be refunded or the gems come through? (I’d prefer the latter, but, just so I know.)

Fair question. What I’ve seen — and I’m no expert, but basing on observations — most purchases get sort of “queued up” and they happen if there’s a glitch in the system or they never get transacted at all. Very, very seldom are they processed where someone is charged but the gems don’t arrive. That’s so rare I think I’ve only known of a half-dozen cases total.

So if you were in the midst of a purchase and it failed, most likely you were not charged for the gems and can simply transact the purchase again. If you then see two delivery mails and you only wanted to buy once, of if the very rare happens and you were charged and never got the gems, once that’s all verified the team can help you resolve any issues.

I want to emphasize that usually when you get an error your transaction didn’t go through and you’re free to start anew, but to be conservative you could of course wait a good few hours and see if the gems “drop down” into your mailbox and if the charges appear on your CC.

All this from a non-expert, just an observer, but I hope it helps.

I checked my CC and it was charged for €20. Gem Store is up and running again, CC is still charged but have gotten no gems. So I guess I’ll just.. wait? Thanks for the help so far, though!

Gaile Gray.6029:

Harley.2837:

Thanks for the help, Gaile. I hope it is resolved quickly because (I think I’m not just speaking for myself) when vanishing money is involved, I get kinda panicky. :P

Vanishing money is never a good thing, for sure! Don’t worry, judging by the e-mail threads this should be very short lived. In fact, I’m almost tempted to say “Try again” now, but I’d give it a few more minutes at least.

If there are any issues with purchases after the system is back online – for instance, if you believe you may have inadvertently made a double purchase – contact Support and we’ll take care of you!

Superb! Thanks so much, I’m online on GW2 so I’ll keep an eye out and see what happens Would the money be refunded or the gems come through? (I’d prefer the latter, but, just so I know.)

Thanks for the help, Gaile. I hope it is resolved quickly because (I think I’m not just speaking for myself) when vanishing money is involved, I get kinda panicky. :P

Keep an eye on this post, guys: https://forum-en.gw2archive.eu/forum/support/account/Can-t-Buy-Gem-Issue/first#post3846304

Sent a ticket about half an hour ago

^ Have you tried en.support.guildwars2.com ? I couldn’t use the one through Services > Support either, but clicking straight on support in the top bar worked.

Same problem.. My CC was charged for €20 after it got stuck on finalizing transaction, but I got no gems..

Same problem here.. I sent a ticket for it. My CC was charged for €20 but got no gems, it got stuck on the transaction screen and even after restarting the game (after half an hour) .. nothing.

Edit: As posted by original poster, I can now not get past the screen of entering a country either.