Gem Purchase Error

#4 - June 19, 2014, 4:02 p.m.

Brother Grimm.5176:

If these went thru a CC (via paypal) DO NOT reverse or contest the charges….your account will get perma-banned. Work with Anet CS to get this resolved.

Absolutely correct. Our payment provider has pretty strict rules about charge-backs, and we don’t want your account put into jeopardy with a charge-back. Simply click “Support” at the top of this page, then “Submit a request” and we will issue a credit for the erroneous purchases as quickly as possible. Refunds can take a few days to process on your card, but we take this very seriously and we will work as quickly as possible on our end to get that credit into the system!

#6 - June 19, 2014, 6:06 p.m.

Well, thanks for the info, proviticus. Sharing the info is helpful, and I will make sure the team knows about this situation. A “multiple purchase glitch” is not common, and normally it comes about because someone clicks “buy” too rapidly, without allowing time for the first purchase to be confirmed. But I can see this was not what happened in your case, so I will share so the team is aware of the situation.

Can you tell me the approximate day and time you made these purchase(s)? (And time zone, please.)

Thanks!

#11 - June 25, 2014, 4:45 p.m.

We are working on PayPal issues. Is this affecting anyone in transactions other than those submitting through PayPal?

#13 - July 2, 2014, 4:56 p.m.

Becka Williams.4978:

Just tried to buy gems with paypal. Same error.

I am so sorry, Becka! Let me follow up and see if I can get a status update on this situation. You’ve been more than patient, trying again days later, and we want to get this corrected so that you and others won’t have this hassle in the future. (And so you can continue to support our game, which we greatly appreciate! )

#14 - July 2, 2014, 5 p.m.

Becka — I notice that last time you received your gems about 1/2 hour after the transaction completed, even though the messaging said the transaction failed.

It’s been 2.5 hours since you made today’s purchase attempt. Have you received your gems now?

Thank you.

#17 - July 2, 2014, 5:58 p.m.

Rabbi Rick.3194:

Gaile,

I’ve had a similar problem occur on Saturday. Although customer service is working on it, I thought you might want the extra information. I bought $35.00 worth of gems Saturday, and upon completing the Paypal authorization, I received the failed transaction message; however, unlike the aforementioned issues, my debit card was charged the amount, but I never received the gems. I’m happy to be patient with customer service and work with them to get the issue resolved, but I’m hesitant to purchase more gems with Paypal before the issue is resolved, and I purchased them in order to get the watchwork pick while it was available again. I do think this is an issue with Digital River (which is what I told CS.) Once again, I’m only providing this information to you, not asking for you to take your time to intervene, you’ve enough on your plate.

Thanks,
Rick

Thanks for these details. They are helpful and I’ll pass them along!

Becka Williams.4978:

Yes, I did. Generally speaking, it takes about 20 minutes to get the gem(and that was true this time). I know this, so I’m okay with waiting., The problem is for new players who don’t, and make multiple gem purchases.

That’s my concern, too. It’s not a good “new player experience” to have this issue. Heck, come to think of it, it’s not a positive “veteran player” experience, either! So we’re working to get it corrected. It’s always best to have purchase fulfillment clear and tidy, so we’ll continue to address this delay issue until we can offer near-instant fulfillment.

Thanks to you both.

#26 - Sept. 29, 2014, 12:45 p.m.

We won’t talk about individual purchase details here in the forum. Please submit a support ticket so that an agent can review your particular situation with you privately. I’ve included a link to the ticket submission form below. Please select “Purchase Issue” from the drop-down menu for this type of inquiry.

https://help.guildwars2.com/anonymous_requests/new

#33 - Oct. 5, 2014, 12:11 p.m.

kerumica.2837:

bradldz.3728:

kerumica.2837:

I’m currently having trouble purchasing gems through paypal. I get as far as Paypal should open in another browser and then nothing happens. It skips to the end as though I have completed a transaction and wants me to select done. I’ve sent two tickets and haven’t really seen anything in the forums about a current issue. I would prefer not pay by credit card so I guess my best option is by a gem card from Amazon or Target.

Never make duplicate tickets because it puts you at the back of the queue again when you make another one. Wait for CS to respond, if it’s been 3 days or more and you have not received a response you can post it in the appropriate sticky thread.

Does CS ever respond to tickets? I sent one last week and never heard back from them. Do I need to just skip the in-game ticket and go straight to the forums? What exactly is the protocol for problems with the game? How long should I wait before I get a response to the sticky before I should move on to the next contact option? What is the next contact option? I haven’t had to contact CS in about two years and it shouldn’t be this complicated or take this long to help me with my problem.

I see that the ticket you submitted yesterday received a reply the same day. That is also the only ticket that we have on file for you; I do not see any tickets from the e-mail address associated with your Guild Wars 2 account other than this one. Please ensure that you only submit tickets using the support interface, which can be reached by the link at the top of the page labeled, “Support.”