Blizzard Store Issue? Check Here First!

Greetings, everyone!

As many of you may have noticed, we recently announced the additions of the Celestial Steed and Lil’ XT to the Pet Store. With these additions, we’ve seen a large increase in the number of players visiting the Blizzard Store and have witnessed a few emerging queue and website issues that may affect your ability to make a purchase.

Below you will find a list of known issues and common difficulties that our players have reported when attempting to purchase items from the Blizzard Store. While this list is not comprehensive, we will update it as more information becomes available.

Losing Place in Queue
http://forums.worldofwarcraft.com/thread.html?topicId=24261280628&sid=1#1

Blizzard Store Down/Inaccessible
http://forums.worldofwarcraft.com/thread.html?topicId=24261280628&sid=1#2

Pet/Mount Not in Mailbox
http://forums.worldofwarcraft.com/thread.html?topicId=24261280628&sid=1#3

Unable to Process Your Transaction / Credit Card
http://forums.worldofwarcraft.com/thread.html?topicId=24261280628&sid=1#4

The selected World of Warcraft license is not available to play
http://forums.worldofwarcraft.com/thread.html?topicId=24261280628&sid=1#5

Redirected to Main Page at Checkout
http://forums.worldofwarcraft.com/thread.html?topicId=24261280628&sid=1#6

For more information on the Blizzard Store and, more specifically, the Pet Store, please review the following links:

Blizzard Store: http://us.blizzard.com/store
Blizzard Store FAQ: http://us.blizzard.com/support/article.xml?locale=en_US&articleId=22765
Pet Store FAQ: http://us.blizzard.com/support/article.xml?locale=en_US&articleId=29845
Announcement: Pet Store Additions: http://forums.worldofwarcraft.com/thread.html?topicId=24261190531&sid=1

Thank you!

Losing Place in Queue

The Blizzard Store queue system relies on cookies to track your place in queue; to properly navigate the queue, your browser must be enabled allow cookies. We strongly encourage you to check your browser settings to verify that cookies are enabled before entering the queue.

For more information on how to do this, please review the following pages:

• Firefox: http://www.mozilla.org/projects/security/pki/psm/help_21/using_priv_help.html
  
  ***Please be sure that Firefox addons are not restricting cookies***
  
  
• Internet Explorer: http://support.microsoft.com/kb/196955
  
  
• Safari: http://docs.info.apple.com/article.html?path=Safari/3.0/en/9277.html
  
  
• Chrome: http://www.google.com/support/chrome/bin/answer.py?hl=en&answer=95647
  
  
• Opera: http://www.opera.com/browser/tutorials/security/privacy/index.dml

Should this issue still occur after you have enabled cookies using your current browser, please try using a different browser.

Blizzard Store Down/Inaccessible

Due to heavy traffic, the Blizzard Store was unable to be accessed briefly. This issue has been resolved; however, we will continue to keep a watchful eye on the availability of the Blizzard Store to ensure you are able to make your purchases as smoothly as possible. Should any additional accessibility issues present themselves, we will do our best to provide updates as quickly as possible.

Pet/Mount Not in Mailbox

If you have purchased the Celestial Steed Mount or one of the various pets from the Pet Store and it has not yet appeared in the mail, please exit the game completely and log back in normally. In most cases, this will refresh the necessary character information and the in-game mail containing your new pet/mount will be sent. Please be aware that processing and delivery may take in upwards of 1 hour.

Unable to Process Your Transaction / Credit Card

If you are receiving the message "We were unable to process your transaction" when attempting to make a purchase from the online store, then we first suggest that you contact your card provider to confirm that there are no restrictions in place that may be preventing this specific transaction from being approved. Please keep in mind that even if you have used that same credit card with us in the past or for a recurring subscription for your World of Warcraft account, purchases from our online store may be treated differently by your financial institution.

If you have confirmed with your card provider that there are no restrictions in place, but you are still encountering difficulty with completing your transaction online, then please feel free to contact our Billing department by phone for additional assistance.

Billing and Account Services

Live Representatives are available every day from 8:00 AM to 8:00 PM PST
For phone assistance please call: 1 (800) 592-5499 || 1 (800) 59-BLIZZARD

• Players in Australia should call 1-800-041-378
  
• Players in Singapore should call 800-2549-9273
  
• Players in Chile should call 1230-020-5554
  
• Players in Mexico should call 001-888-578-7628
  
• Players in Argentina should call 0800-333-0778
  
• All other international players should call: (949) 955-0283

The selected World of Warcraft license is not available to play

The "license is not available to play" error message is given when the account you're attempting to assign the pet and/or mount to is currently inactive or in the process of being billed for a subscription charge. To verify whether or not your subscription payment is currently pending, please visit http://us.battle.net, log in, select your World of Warcraft account, and look for the date mentioned to the right of the "License Status" field. If the date listed is either today or tomorrow, chances are that you may need to wait until your payment fully processes before you are able to assign the pet and/or mount to the account. Once the date in the License Status field updates, you should be able to properly assign the pet and/or mount to the account.

Please Note: We have received some reports indicating that re-adding your credit card information to the account will refresh your billing process and may allow you to add the pet/mount immediately; however, this workaround is not guaranteed in all cases.

Redirected to Main Page at Checkout

When your browser is unable to process the information on a page due to bad saved data, you may be redirected to the main Blizzard Store webpage after trying to checkout. If you are being redirected, please try clearing your browser's cookies, cache, and temporary Internet files. Should the issue persist, please try to use a different, up-to-date browser and try once more.