#1 - Aug. 22, 2014, 11:40 a.m.
It tells me that order cannot be processed no matter what option i chose from. I usually just use pay pal and i tried to use visa as well. still nothing. what do i need to do
Klergic
Cant buy gems on gem store
#3 - Aug. 22, 2014, 9:24 p.m.
I am so sorry you both are having this issue! I see that these posts were made earlier — are you ok now? Alternately, did you submit a ticket so Support could help you?
#5 - Aug. 22, 2014, 11:07 p.m.
I am also having this problem still! I did submit a support ticket and it got boosted, but nothing yet.
Thanks for letting me know. How did you try to purchase? Credit card? PayPal? Are you still having the issue?
I want you all to be assured I’m escalating these reports to relevant GW2 team members to let them know about them.
#10 - Aug. 24, 2014, 1:31 p.m.
As you’re probably aware, there were some external incidents late last week, and they may have caused some of these problems. And yet, I’m seeing that these posts are as recent as this morning. Therefore, having received a very detailed response from the team that manages our Gem Store where they looked into the matter and were not able to identify a systemic issue, I think the best thing for you to do is to submit an individual ticket so that the team can look at your personal situation and help you make the purchase(s) you desire.
Please 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 accurately complete them. The team should be able to help you.
I should add that according to the team, there haven’t been issues with people getting the “try again” message and getting charged for the purchase. So if you get the “try again” message, you can be confident that you do need to resubmit the purchase and that you will not be double-charged (and double gemmed
).
Remember, by some odd chance you do get more gems than you intended, set them aside (don’t spend them) and submit a ticket. The Payments Team will ensure you get a refund after they’ve retrieved the gems that processed in error.