Gem Store/Code Redemption Issues 31 Jan [merged]

#1 - Jan. 31, 2014, 10:23 a.m.

Our in-game billing system was placed in maintenance mode this afternoon about 1:00 PM Pacific time to allow us to address a problem with purchase fulfillment.

Purchases cannot be made and gem card cannot be redeemed during the maintenance. If you had a previous balance of gems, you can continue to use the Gem Store. Gems purchased today will be delivered as soon as possible. At this time, you do not need to submit a ticket, for the gems will be delivered as soon as the store is out of maintenance mode and back on-line.

Thanks for your understanding.

#4 - Jan. 31, 2014, 12:56 p.m.

~EDIT~

ILionHeart — I had initially asked you to submit a ticket. However, we discovered an issue with the Gem Store that was delaying deliveries, and while some at going through, they may be delayed.

I think I would as you to hold off on submitting a ticket until we complete the work on the Gem Store. If you do not have your gems after that time, then submitting a ticket would be advisable.

#9 - Jan. 31, 2014, 3:13 p.m.

goldenwing.8473:

Gems not showing up after purchase issue – today only

Purchased gems twice this morning. Game was slow to respond. Purchases completed and gems did not show up either time.

Contacted support who said they are aware this is an issue and they are working on it.

If you are having a problem, feel free to submit a support ticket, however, was told that in all likelihood, once the issue is fixed, the gems should just show up.

PS: in general, if there is an issue purchasing gems, submitting a support ticket IS the way to go. Turnaround time (other than weekends) is generally very quick… I have done this successfully at least a half dozen times in the last 18 months due to the large volume of gems I purchase.

There IS an issue, and we apologize for that! We’re working on getting that fixed ASAP! We will update when the problem is cleared.

#10 - Jan. 31, 2014, 3:14 p.m.

The team is working on this. Don’t worry, you will receive your gems as soon as possible.

We are sorry for this issue and thank you for your patience.

On the other comment: What “phishing site” are you talking about? Our support is located off the top of the page, “Support.” It may resolve to a different address, but if you enter from our page you’re going to the legitimate support site. Hope that sets your mind at ease!

#15 - Jan. 31, 2014, 3:52 p.m.

Oh Voodoo, if you don’t want those gems, we can get you a refund, just submit a ticket. Hopefully you’ll find a need for them, but we don’t want you to keep gems if you didn’t intend to buy them.

#16 - Jan. 31, 2014, 3:53 p.m.

ARAGON.8759:

On confirming e- mail,there is an transaction number and a red customer service tab in case there are any problem.if you hit that red tab -a gw2 pfishing alert page comes up.not very helpful site when i just made a credit purchase.

ARAGON — I did not know that! I’m sorry, I haven’t seen that link, and I agree — it would be very worrisome to get the flashing “THIS IS A BAD SITE” message! :-/

Let me ask about this as soon as the Billing issue is resolved, ok? (I don’t want to take the team’s attention right now, but I agree we would want to make sure our links are all squeaky clean!

#19 - Jan. 31, 2014, 4:08 p.m.

goldenwing.8473:

Gaile Gray.6029:

There IS an issue, and we apologize for that! We’re working on getting that fixed ASAP! We will update when the problem is cleared.

Thanks Gaile, I know you guys are.

Just wanted to post in case other folks were having problems, had not seen any mention elsewhere.

- Waiting patiently

Many thanks, folks! It’s good to help other players keep informed, and we’ll keep noses down until this is fixed.

#26 - Jan. 31, 2014, 8:30 p.m.

Hey there. Just an update. Some transactions are processing, which is great news. (Thanks for posting, goldenwing.)

In the meantime, all hands are still on deck and we’re working towards a resolution but are not quite there yet. We’ll post an “All Clear” when we can.

And again, thank you for being so patient with us, and thanks — especially — for your continued support of the game through the Gem Store!! ~major kudos!~

#27 - Jan. 31, 2014, 8:33 p.m.

Suit.3852:

Yes but i get them after thay repair this ? this is a question

Yes, you will get those gems, you bet! If, after I post the All Clear, you do not get them within 2 hours, I’d suggest you submit a ticket to let us know. But from all we can see, the gem purchases and gem code redemptions are “queued up and ready to go” as soon as the temporary issue is resolved, so a ticket won’t be necessary unless your situation is a bit different than most.

As I said, let’s get that All Clear, then give the system a few hours to shuffle through things and sort them into the right boxes. (I have this image of an old-fashioned postal worker hand-sorting the envelopes for his route. But don’t worry, our technology is a little more 21st Century. )

#30 - Jan. 31, 2014, 9:01 p.m.

Well, I merged this thread and it got a little topsy-turvy.

I’ll post my latest again in this new merged thread:

Hey there. Just an update. Some transactions are processing, which is great news. (Thanks for posting, goldenwing.)

In the meantime, all hands are still on deck and we’re working towards a resolution but are not quite there yet. We’ll post an “All Clear” when we can.

And again, thank you for being so patient with us, and thanks — especially — for your continued support of the game through the Gem Store!! ~major kudos!~

#34 - Jan. 31, 2014, 11:49 p.m.

Taisia.2813:

I guess this thing will be down till Monday?

This is still being worked on. I don’t imagine we’ll set it aside until Monday, but will continue to work with our provider to get this resolved.

Sorry for the delays!

#37 - Feb. 1, 2014, 1:14 a.m.

Ok, here’s the “All Clear” we promised. You are clear to purchase gems and redeem gem cards now. Maintenance is complete. Yaaay! Now, please note that the resolution of previous orders (from earlier today) could take a bit of time, but the gems will show on your balance within the next few hours at the most.

Thanks a bunch for your patience!

#40 - Feb. 2, 2014, 12:23 p.m.

Arathor.7419:

i just bought a gemcard but the redeem code gives an error that i have to contact costumer support is it still down ??

Ah, that’s why I dipped into this thread, in case there were any players who had issues. Here’s what I can tell you. The problem first seems to have cropped up at about 8:00 or 9:00 AM Pacific Time (-8 GMT) on Friday, January 31st. The billing server was placed into maintenance mode at a bit after Noon Pacific Time so that purchases and the redemption of gem codes was suspended. The issue was resolved by about 10:30 Pacific Time that same day, Friday.

So if you had problems on Saturday — which I think is what your post time-stamp shows me — then the situation you’ve encountered is outside the overall issue and yes, please do contact Support so the team can help you. Click “Support” at the top of this page, and then “Submit a request” and someone will look into this for you as soon as possible!