Guild Wars 2

Hi *,

Your ticket has been escalated to me as a supervisor for NCsoft Account Support. I know this must be a frustrating issue.

As mentioned, there is a system-wide limit on the number of accounts you can have associated with a credit card. The error message you are receiving indicates that you have reached this limit so you will be unable to use your credit card on a fifth account. We do not have the ability to delete your other accounts or remove the previous billing information. This is not something we can override. If you wish to purchase Gems with that card you will need to either use a different credit card or use PayPal® which will allow you to use that same card to purchase Gems.

Most prepaid prepaid/gift cards can be used for purchasing gems as long as it has a Visa® or MasterCard™ logo

I should add that in the future we also hope to also have game cards available through most major retailers which will allow for another alternate form of payment for you.

We regret we are unable to assist you in the manner that you had hoped but please let me know if you have any other questions.

Thank you,
Tim
NCsoft Account Support Supervisor
__________________________________________________________________

So thats what they reply after 2 weeks,now i dont care i managed to get my gems somehow but this is unbelivable…Its like spitting in the face of your fan that bought ur previous game.I played aion 2 year and never had to contact support but now i realise how terrible NCsoft is and by terrible i mean,fire the entire kitten staff.

Its disapointing realy to finaly look at a game and think its biggest flaw is being under nc soft incompetance support system and fail security.

120827-001121
Over 2 weeks old.

GaileGray.9587:

Guys, you’re right. I look through this thread and I feel bad — you’re not getting as much information and you should, and I apologize for that.

I’ve sent off an email to the team who is working night and day on various issues related to the BLTC and the Gem Store. I hope to be able to post more in the near future or perhaps one of their team members will post an update. But in the meantime, please accept our apologies for any difficulties you’re experiencing.

If you bought and did not get your gems, update your ticket (don’t make a new one, it slows the process) and we’ll watch for those. If you cannot purchase, we also need to look into those situations. We appreciate your interest in purchasing gems and believe me, we want to make it possible for you to do so!

Thanks, again, for your patience.

I know every single one of you are extremly busy atm and have bigger issues to iron out but what we want is to see anet acknowledge the problem…no pity post.

Youve been gone from this thread ever since you opened it,its been what ? over 5 days and this is still gone un noticed by anet game status while they did mention the gems delivery delay…While we kept receiving a generic GET A NEW credit card insulting reply.

Like others said,you guys need to fix this problem at large and stop trying to do silly 24 hour lifts and omg stop letting ur staff tell us to get another credit card this is beyond ridiculous…realy.

2 weeks still unresolved.
Incident: 120827-001121

Lady Lozza.9670:

Nunna.6413:

whoah they just fix my account problem!

Response Via Email (GM Atheum)
To protect our customers, we have implemented a Payment Risk Management System to detect possible unauthorized transactions or account use. This means that something about your transaction is being perceived as high risk by our system.

Although there is something about your transaction that is being flagged by our system, we have authorized your "xxxxxx " e-mail address to complete transactions for the next 24 hours. Please try your transaction again within the next 24 hours.

i tried purchasing gems and it works. i hope it’s not 24hrs only and stays ok forever.

anyways!
ty for the unban for the moment!
and guys/girls .. i hope your issues got resolved soon too

I don’t suppose I can get my credit card unbanned for 24hrs? My ticket dates back to the 10th of August for goodness sake. Players are managing temporary fixes and I’m really happy for you but given how old my ticket is and I’ve still heard well… nothing other than “get a new credit card” this is getting more than disheartening.

I feel you.

Incident: 120827-001121

Going on 2 WEEKS still havent fixed it.

Let me buy gems with the same card i bought the game u fhbejkhbfkjhebkjfbskj.
Makes no freaking sense.

Sankanyu.2714:

I purchased the Digital Deluxe edition in the gem store, I did get all the fun items delivered but I did not get the Mistfire Wolf skill. My question, is this a known issue and is it being worked on or should I file a support ticket?

You get it at lvl 30 as an elite skill.

Spaced Invader.1823:

Kaeziel.5173:

And its by far not the worst launch ever,if that wouldnt have been for the transfer issue,most people (including me) would have got no problem what so ever.Perfect launch for lot of people actualy.

Sure. Those people certainly were:
- Americans, so they were able to snatch the best names a few minutes before Europeans could log in
- Not guild leaders, so they wouldn’t be cut off from their own guild for the first 3 days
- Or actually unguilded, so they wouldn’t mind that pretty much every guild feature would not work in the first week
- Not very sociable, so that not being able to group would not bother them

A lot of people actually. I would really use the word PERFECT here. Since perfect could not be any better. Really fitting to describe GW2’s launch.

Your kidding right ?
-American snatched yhe best names ? Are you out ur freaking mind ? What is the best name even…that realy stopped u from playing the game ? SERIOUSLY ?

Theres much bigger problem in life then a name in a game boi i tell u that.

All ur comments sounds like a cry baby and or drama kid.
I played wih my gf and we barely had issues grouping up and so on,seriously you havent played many headstarts.Also if your idea of a fail launch is when you cant play with ur lil buddies and pick the “perfect” name for a few days u better quit now.

Spaced Invader.1823:

After ONE WEEK of waiting, yesterday I finally got an update for my issue #120902-017798 (can’t buy gems with CC or PayPal).

Could you please provide the following information so that we may review your billing issue and transaction attempts?

---

If the payment was attempted by credit/debit card, please provide the last 4 digits of the credit/debit card used ONLY:
—- Country where card was issued: (if you are using a credit/debit card)
—- Card Type: (if you are using a credit/debit card)
—- If the payment was attempted using PayPal®, the e-mail address associated with the PayPal account:
—- Do you have a verified or unverified PayPal account? (if you are using PayPal)
—- Country where PayPal account was created/set up: (if you are using PayPal)
—- Country where you are currently residing:
—- Your billing address, including your billing zip code or postal code:
—- The e-mail addresses you used when attempting to make your purchase:

We look forward to your reply.

Regards,
Allen
NCsoft Billing Team

I immediately gave them all the info requested, but that’s been 24 hours ago. I suppose now I am up to another 7 days of waiting until they tell me they can’t fix it.

Worst customer support of all time (befit for the worst launch in MMO history). I’d love to pay a lot of money (so they can hire more/more competent people). But alas, they won’t let me because of some anti-fraud system developed by a monkey.

Dont complain,after almost 10 days today,all i got is we need to transfer you to our billing departments.

They arent looking into this issue because theres already too many people buying from it,hence the overload on their system,reason why some arent receiving their items.So why would they try to sort this problem out to allow even more people to totaly crash their system.First fix the system,second allow more people to acces it.

Thats why it prolly wont be fixed until at least 1-2 more week.

And its by far not the worst launch ever,if that wouldnt have been for the transfer issue,most people (including me) would have got no problem what so ever.Perfect launch for lot of people actualy.

Lady Lozza.9670:

Kaeziel.5173:

Used mine for 2 years with ncsoft (aion) for regular cash shop item such as surgery ticket and skins…subs…Besides if you bought the game itself on THEIR site with the SAME card,it just plain stupid to refuse the card for gems purchase.

Called bank and they aint blocking the payment,in fact they actualy told me anet never even tried to process it.So its not on our end.

Indeed realy frustrating,its like asking someone to take ur money,ridiculous.

Here is where the catch I mentioned earlier in a post comes into play. If you have bought NCSoft games previously you are more likely to have this problem. When you purchased GW2 NCSoft (or Anet I’m not sure which) created for you a dummy Master Account. You can’t do anything with this Master Account, you can’t log into it, cannot do anything you can normally do with a Master Account.

(I’d really love to know if it sits on the Master Account database and can be hacked but Support wouldn’t tell me that.)

So you will have (at a minimum now – you will have more if you had one or two GW accounts tied to NCSoft) two Master Accounts, I’m guessing this Risk Management some other player was given relates to the limits I was given by Support. IE the more Master Accounts you have associated with a credit card, the higher the risk.

Yeah i got that part already,thats the only email they sent back in over a week.
Basicly,you have too many account with that card so you cant use it for another account,yet without letting me chose to put gw2 on same old account or warning us.

Further then that,if my card wasnt good enought for another account,why the * you let us buy 2 gw2 copy with it in the first place.Either way NEVER i will get another Credit Card for some broken security system.

Anet/Ncsoft yall dont want my card ? fine by me.

What a joke,ur card been used on too many account,get a new card.Not our problem.
Talk about support.

Calling bank wont make any difference for card approval failure,i did and they actualy checked who tested the card and nothing showed up.Anet isnt even trying the card before deying them.Althought it was a good card enought to buy the game right…

If you have problem buying gems it wouldnt be a bad idea to make sure ur bank isnt denying the request but i bet these problems are more on anet ends…security wise,fail.

Agenteusa.6380:

Seems pretty clear to me (despite ANet saying it’s a credit card problem and was deemed risky by their service) that it’s their service that isn’t working properly.

I’ve been using my CC in several payments for quite a number of years now never had any problems. In fact like I stated above I used it in GW2 once and it worked.

Now seeing the number of problems people are having I have to come to a conclusion that:

A) either your service has a problem or technical issue
B) your service sucks as it doesn’t work to the standards it should

I mean come on ANet people want to spend MONEY in YOUR store and they can’t?? That’s got to be a bit ridiculous hmm?

Used mine for 2 years with ncsoft (aion) for regular cash shop item such as surgery ticket and skins…subs…Besides if you bought the game itself on THEIR site with the SAME card,it just plain stupid to refuse the card for gems purchase.

Called bank and they aint blocking the payment,in fact they actualy told me anet never even tried to process it.So its not on our end.

Indeed realy frustrating,its like asking someone to take ur money,ridiculous.

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.

Haha…nice one.
All these buy a new copy,get a new credit card.
Dude YOU seriously think anyone here SHOULD get a new credit card just for ur freaking game ? That is straight up insulting man. Or worst buy another copy…wow.

Your not serious,its still not in the state of the game update…Clearly this issue shouldnt be a priority but should def be solved by now.I meankittenhow can you sell your game to somebody using that card and then refuse it to buy ur currency…Thats just plain illogical.

They took time to add a gem store tab for delivery problem,they coulda slip a lil word about we KNOW the card approval failures…sigh.

Incident: 120827-001121

Card approval failed.

Last update im making,not gonna fight with yall to take my money from a perfect card that is used to buy stuff online every week or so.Not to sound rude,love the game,but 1 week for this and still…Card approval failure are known spread issues.

Know people that never used their card for any online game let alone ncsoft still has issues…And i bought 2 copies of gw2 with this card,went tru perfectly fine,straight from anet site.Go figure,dumb system.