Unable to buy gem cards IRL?

#2 - Feb. 12, 2014, 5:44 p.m.

Ysengrin.6428:

I realize that the real world (brick & mortar store) purchase of gem cards is not handled by ANet, but not sure where else to post this …

About half an hour ago I attempted to buy a Gem Card at Best Buy. Everything went smoothly until the end of the transaction, when authentication of the gem card failed, apparently because the connection to where ever that authentication is handled timed out on the store register.

Was this a one-of, or is there an ongoing issue with IRL purchases? I’m some distance from a store that sells the cards, so I can’t just bop down there on a whim.

I am sorry that this happened to you. I am not quite sure how authentication of the gem card works at the point of sale, so let me investigate that and I’ll respond when I find out more.

#3 - Feb. 12, 2014, 6:17 p.m.

Here is what I learned:

Gem cards like the one you wanted to purchase from Best Buy are powered by a third party, and that company requires that each card be activated at the register. So yes, the cards are authenticated at the point of sale at the register and they must be activated by the clerk. If the store clerk cannot activate them at the register then they will not activate at all. (And we can’t activate them from our end, I’m sorry to say.)

There have been issues with the cards activating fully at the point of sale (the store) even when the store believes the authentication/activation was successful. Fortunately, those situations are very rare. Our Billing Team agent has never heard of a case where the authentication or activation “times out” at the store register. However, when that happens, the retailer is supposed to contact the activation company, and each store should have their contact information on hand in order to get assistance with the activation issue.

I am sorry that the store didn’t pursue this further. I would suggest you contact the store manager and perhaps he or she can figure out a way to sell you a gem card. Alternately, you might consider buying through our Gem Store directly, if that’s a possibility for you and meets your needs.

I am sorry that you have had this hassle, and I hope it sorts out for you ok!

#5 - Feb. 13, 2014, 1:46 p.m.

Ysengrin.6428:

Thanks for the response! The store manager’s reaction was more along the lines of “It happens, come back and try again in a day or two,” but I’ll follow up with the store.

I hope it works out for you, and again, thanks for supporting the game.