Today when I went to purchase gems I got a message that said my order was ‘pending’ and I should receive my gems shortly. I have used this CC to purchase gems in the past without issue and thus far have not received the gems from this purchase. I see my purchase pending on my card.
Please check again your gem balance again.
We had some pending transactions this morning that took longer than usual to go through.
Should be working again now.
The most recent post on this is before 10:00 AM this morning, and I know that there was a delay issue that cleared about that time.
I’m eager to hear from you guys about whether you are still having issues. Can you please let us know with a short post here? I really think that the deliveries have been received, but do let us know for sure.
And btw — THANK YOU for your support of our game through the Gem Store! <3
One of my associates just kindly forwarded me purchase logs, and our records show that everyone in this thread except Sartori received gems in relation to his or her purchases. I know that transactions may take a few hours, when the store is busy, but it appears that everyone is good to go… except poor Sartori, who thanks goodness has filed a ticket and will be helped as soon as possible. (Sartori, you’re not getting charged, but you’re also not getting your gems. Contacting your CC company was a good idea, as was submitting that ticket.)
We’re sorry for any confusion, and of course if some of you guys feel that things are not settled up properly, you’re welcome to submit a ticket and the team will carefully review the entire transaction history.
I recently got a Visa vanilla card with 80 dollars on it. I tried to purchase 20 dollars worth of gems, but it didn’t work. I have used a vanilla card before and it worked then (which was about a week ago), but now it is failing. I also know it is not a problem with the card as I am able to purchase using it elsewhere. I have filled in all the fields including the Visa symbol, and have tried everything. I still keep getting a payment failed message. I have been seeing people with a similar problem with Vanilla cards and hope Anet can fix this as soon as possible. If anyone knows any fixes, it would be greatly appreciated. Thanks.
In answer to both your posts on this issue, have you contacted Customer Support? If not, you can and they will assist you. Top of page – Services – Support – Ask a Question. Good luck. =)
Yep, contacting our Support Team — specifically choosing “billing” or “payments” on the drop-down — will get you the help you need. I’m really sorry that you’re having this difficulty, and I want to thank you for your efforts to provide that extra level of support for our game!
I’m using a pre-paid Vanilla Mastercard, however, I have bought gems using one before, no matter what amount of gems I try to buy, I continue to have this issue.
The message I am receiving states that the “Payment Approval Failed.”
Has anyone else been having this issue, or does anyone have any advice for me?
Darn it! Ok, I’m going to see if I can merge two posts about these cards into the main thread going on, but please help us help you — and others! — by making sure you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. And thanks for your support of our game!)
Update: Merging has been completed, but don’t think this is a “dumping ground” of posts about Gem Store issues. Our Gem Store team is watching this thread, so I try to keep things tidy for them, and I will send an email about these new or continuing issues.
Thanks for your patience and again — we greatly appreciate your support of our game through your Gem Store purchases! (And we want to make it smooth and easy for you to do that! 
)
Hi I want to purchase gem, but at the part where I have to enter my information it keeps telling me to check my credit card number in red text which is clearly correct. So how do I enter my card number ? ( I did it like this: xxxx xxxx xxxx xxxx and xxxxxxxxxxxxxxx and xxxx-xxxx-xxxx-xxxx but nothing work )
I am sorry that you’re having difficulties. This thread has been flagged for the team, and I’m sure that someone will address the game-side issues. In the meantime, if anyone viewing this thread has suggestions for work-around in a situation like Dragonax’s, please feel free to post them here.
Hello everyone,
Is me again. 11 or 10 days ago I posted here message about the Gems issuse (https://forum-en.guildwars2.com/forum/support/account/Buying-Gems-Issues/first#post2578148).
The 1st time pass and 2nd had a problem but I made it. now I did it again 3rd goes great but 4th not. (look at the Pic)
What I have to do?
PLZ HELP ME
I am sorry you’re having issues and I am sure that the team can help you. Please submit at ticket with a category such as “purchases” or “billing” and I feel certain an agent will be able to address this for you quite promptly.
Hello everyone,
Is me again. 11 or 10 days ago I posted here message about the Gems issuse (https://forum-en.guildwars2.com/forum/support/account/Buying-Gems-Issues/first#post2578148).
The 1st time pass and 2nd had a problem but I made it. now I did it again 3rd goes great but 4th not. (look at the Pic)
What I have to do?
PLZ HELP MEI am sorry you’re having issues and I am sure that the team can help you. Please submit at ticket with a category such as “purchases” or “billing” and I feel certain an agent will be able to address this for you quite promptly.
Thanks! I will do it.
Edit: i can’t find the Categories that you told me. I will post it in " technical issues"
It’s not a technical issue and if you chose that, you’ll get this long response that asks you to pull reports that are not necessary for your issues.
Try this: General Billing Questions.
I talked with our internal team that works on the Gem Store about recent posts. The issue that was present when this thread started is fixed. If you’re having an issue now, you will need to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. The team will be able to kitten the issue that is preventing you from making a purchase.
For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.
