#1 - Jan. 18, 2013, 2:08 p.m.
It have been about 2-3 days iam tryin` to use my credit card to get gems but it keeps giving me errors
Gem store issues [merged]
#3 - Jan. 18, 2013, 5:01 p.m.
I understand your comments, and I do see your point of view. I was rather surprised to learn we have “trottles” on purchases. The reasoning behind those controls could be related to many things, and I don’t want to misspeak in saying “They’re in place for ABC reason.” But I will share your thoughts and see what if there are changes planned, or individual flags possible, so you don’t run into this situation.
In the meantime, thanks for your support of the game and for your reasoned feedback.
#16 - July 2, 2013, 2:35 p.m.
That FAQ should give you a lot of helpful info, but if you need more personal assistance, please don’t hesitate to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to help you.
#31 - July 5, 2013, 6:30 p.m.
You can email [email protected], if you need to do that. A ticket will be created and you then can continue the discussion via that ticket.
#47 - July 9, 2013, 1:55 p.m.
I have written up a Knowledge Base article, so that players who have this issue will find it right away if they visit the support site. I agree — 99% of these cases involve an over-stuffed in-box. 
#48 - July 9, 2013, 2:07 p.m.
Same deal same message card works everywhere else and has worked before
130705-001511tried both cards that have worked several time an receive approval failure.
As explained in the ticket, your financial institution is rejecting the attempts. Please contact them and I’m sure they’ll work with you to get this figured out. Unfortunately, we can’t process until they clear the purchase(s). Thanks!
Anyone ? :/ still can’t get it to work.
As the agent explained a couple of days ago, PayPal is rejecting the purchase attempts. Please contact PayPal to get this cleared up, or you can update your ticket if you need more information.
I thought I’d chime in and mention I’m having the same issue, and have been for several days now. For the sake of troubleshooting:
I have entered two different cards, each linked to two different banks. Both have ample funds available to use. The billing information entered is accurate.
I opened a ticket about it, and have yet to receive any kind of reply.
I took a look in the system and cannot find any tickets with your associated email address. Can you please provide the 12-digit ticket number?
I have the same issue as romainette. My saved credit card is grayed out and cannot be selected as a payment option. Paypal doesn’t seem to work either. I really want to get that new axe, too. I also submitted a trouble ticket. Hope it gets resolved soon!
Have you tried deleting the saved card and re-entering it?
Thats about where my post comes in, you select the ammount of gems you wanted. i chose the 800 but couldn’t select my saved card to get to the next step. I eventually deleted the saved card and put in the information 5 or more times to still get the same error. It’s something on anets side, it’s just being ignored. we can’t fix it.
I do not see a ticket in the system for this. Could you please contact Support by filing a ticket through the “Ask a Question” tab on that linked page? They should be able to assist you.
had the same problem. i just deleted all my mail from my in game message menu and received both of my transactions. happy days.
Marvelous! I’m hoping we can make the “overfull mailbox” issues clearer to our Gem Store customers. It’s the cause of much confusion and we regret that.
I have the same issue as romainette. My saved credit card is grayed out and cannot be selected as a payment option. Paypal doesn’t seem to work either. I really want to get that new axe, too. I also submitted a trouble ticket. Hope it gets resolved soon!
Have you tried deleting the saved card and re-entering it?
I was having difficulty doing that, but it worked for me a few hours ago. Maybe the others can try deleting the card on the website again and see if it goes through this time.
Great advice, thank you. I don’t know why that works, but sometimes it does, and I recommend that players go ahead and try that as a “self-help” process. We’re ready to help if it does not enable the purchase.
#50 - July 9, 2013, 5:18 p.m.
Thanks to the kind support team. Now i have an support ticket about the two issues above and the recently issues which just happened recently about my certain character (I created another topic for it but they are all in the same ticket so i think i will just say it in here).
Incident: 130709-000438
The team has responded with some information for you. If you can go through the steps they have outlined, that would be great.
Getting the same problem. Tried a couple of time this evening. Checked with bank and balance is fine, no block on card. They did say there have been no attempts at authorisation from anet though. Looks like your billing system is messed up.
ticket #130709-002183
You seem to be good to go now.
I just bought some transmutation stones and I did not receive them in game, however my gems have been deducted from my account.
Sometimes it takes a few hours to arrive. Sometimes you need to remove a few mails from you in-box. If you can let us know via ticket if you don’t receive the item after 24 hours, the team can research the matter.
#58 - Sept. 3, 2013, 7:02 p.m.
I’m trying to purchase gems and it says I need to verify my identity. My claim ticket number is 130903-002479. Please fix as soon as possible I have a lot I want to purchase with this new update. Don’t let me down anet thank you!
You have submitted a ticket to ask about this, and that’s good. There’s really no point in posting at this time; the team will answer you as quickly as possible.
The forums are designed for follow-ups (after three days in the specific thread) and for general questions of an account nature. But we specifically do not encourage a “submit-and-immediately-post” culture.
If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.
#62 - Sept. 4, 2013, 3:54 p.m.
I to have hit this a few times, I don’t want to comlane more just add that maybe you could have a email verify ever time you buy gems to prevent fraud
That’s an interesting suggestion, Norris. I do wonder what would happen if someone’s identity was stolen, or if both his/her game and email were hacked. Couldn’t someone then run up huge amounts of purchases against the desire of the real account owner?
I believe the limits are put in place as a form of damage control: to prevent abuse of a person’s credit and, honestly, to reduce losses if the user were to be found to be using a stolen CC or to be involved in CC fraud.
I can’t argue that having limits is a pain in the patootie when you’re trying to make purchases. I guess I just see where it’s not altogether a bad idea, either.
#66 - Sept. 4, 2013, 8:24 p.m.
The team CAN help you. (And thank you for your support of our game!)
I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.
For tips on what information to provide in a ticket, please read this post.
#70 - Sept. 5, 2013, 12:54 p.m.
I bought gem’s 2 days ago with my card and everything was peachy. Today I went to purchase a few more, and accidentally deleted my card from the saves. I thought “hey no biggy, I’ll just redo my info and save and all will be fine.” Apparently I was wrong because since then I have gotten constant “Payment approval failed.” I’ve tried well over 15 times now and I can’t seem to get it to go through. Any help would be very much appreciated.
I think the best option is to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. 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.
#74 - Sept. 5, 2013, 5:04 p.m.
I have merged a few recent posts into this long-standing thread. What you will see if you look through this thread is a common message: For issues as personal and as individual a purchases of gems in the Gem Store, we suggest that you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They almost always will be able to assist you. At the least, they can answer questions.
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.