I was able to access to the gem shop yesterday and see the available option to purchase gem. But today i decided to purchase gem.
1.There was no option on Billing Country
2.Even after I type United States of America and it still would not work
3.The amount of gem/$ option never showed up
4.Tried Selecting other payment method besides paypal did not help either!
5.Next button always become gray out after I click it once
We definitely want to help you! Can up please submit a ticket right away, including what method of payment you’re using, what error message you got (if any) and any other details you can give?
To submit a ticket, click Support at the top of this page, then Submit a Request.
Thank you for your help in getting this resolved, and even more, thank you for your support of our game!
Update I posted and then checked e-mail. The team is aware of this issue, and an e-mail was sent to get everyone on board to resolve this as quickly as possible. In the meantime, the Buy Gems and Code Redeem (Billing) page will reflect that the system is in maintenance mode while it gets fixed.
Thanks for posting, and please give it a bit of time and try again. I will try to post an “all clear” but the fix may happen in the wee hours of the morning, so if you wanted to try in a few hours, that would be terrific!
Sent a ticket about half an hour ago
Great. Many thanks! That may be how the team became aware of the issue, so we appreciate the help!
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!
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!
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. 
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
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!
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.
I received feedback about my ticket i submitted about all this now they’re trying to basically say i didn’t make any gem purchases yet i have an order number etc and still have been billed for this? been 24hours now seems ridiculously long considering i have order #’s etc to prove this has gone through….
xJord — I feel that Harley and Lindsay gave you some really good information. There is no way in the world we would want to charge you for gems you did not receive! So if, unlike Harley’s situation, you did not eventually receive gems that you are certain you paid for, that is, if the purchase is still active (fully transacted and not merely a “hold” on the price, which can be removed), then you will want to submit a ticket so we can get you the help you need.
You submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, because that will create a ticket within the support system. You are not required to provide all the information but may leave fields blank when you cannot a
^ 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.
