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Fasti
01-17-2015, 12:45 AM
Greetings Adventurers!

From time to time, players will run into an issue preventing them from adding a payment method, or completing a purchase. If you run into any of these problems, please submit a help ticket (https://trionworlds.zendesk.com/hc/en-us/articles/204400287-Contacting-Trion-Support). Our support team will work with you to get this fixed up as soon as possible.

You can also post your ticket number in this thread, and we will come through to clear out the tickets at every opportunity.

There are some errors we can fix very easily, while other errors may require additional information. In some cases, the error is not one we can fix and we will ask you to try a different payment method.

If you get an email that your purchase is "Under Review" this means that someone on the GM team is going through to clear the error for you, so you won't have to place it again. This process can take up to 24 hours, but is usually much faster. If you receive that message, no further action is needed from you.

At the end of the review, if your purchase is declined, check the information on your account, and payment method, to make sure it is accurate. If you are unable to complete a purchase with one payment method, please try another, such as PayPal (https://support.trionworlds.com/hc/en-us/articles/203372568-PayPal-Purchase-Failed) or a prepaid Gift Card, if possible.

Check out our support site for more information on specific purchase errors (https://trionworlds.zendesk.com/hc/en-us/sections/200487758-Purchase-Issues).

Thanks very much!

Annasthetic
01-17-2015, 09:26 AM
Im getting the error " We are very sorry, but we were not able to approve your recent purchase order: (216203484)." Received this error multiple times. I've submitted a ticket almost a week ago and still haven't heard from support.
This was my latest ticket. (6269)
Any help would be appreciated. I was trying to buy the $20 credit pack. I can purchase patron subscription with no problems.

N1ky
01-17-2015, 12:47 PM
#12413

Unable to complete purchase on Glyph online store

CDT221
01-17-2015, 01:35 PM
Unable to add payment methods

#12478

barjin
01-17-2015, 03:44 PM
I recently bought 100$ worth of the credits and it charged me twice and gave me double the credits. I only want the 100$ worth and i want a refund on the other 100$. Whats the fastest way to do this so i dont have to wait a month for my money?

Parait
01-17-2015, 07:22 PM
#13006

Can't purchase.

Fasti
01-18-2015, 12:06 AM
#12413

Unable to complete purchase on Glyph online store

Hi N1ky, can you update your ticket to include any sort of error you are seeing?



Unable to add payment methods

#12478

Can you sign out of your Glyph account on the site for me? Stay signed out for at least 20 minutes, then sign in again using a different web browser than you normally use. You should be able to add your payment method at that point. Sorry for the trouble!


I recently bought 100$ worth of the credits and it charged me twice and gave me double the credits. I only want the 100$ worth and i want a refund on the other 100$. Whats the fastest way to do this so i dont have to wait a month for my money?

Go ahead and check your ticket for an update. You should be all set now.

BitterChaos
01-18-2015, 02:33 AM
hi i deleted my payment method hoping that maybe once i added it again i could make a puchase.
but now i cant even add a new payment method.....
ticket numbers are : 10442, being the ticket for being unable to make a purchase; and 13272 : being the ticket for being unable to add a new payment method

Fasti
01-18-2015, 03:29 AM
hi i deleted my payment method hoping that maybe once i added it again i could make a puchase.
but now i cant even add a new payment method.....
ticket numbers are : 10442, being the ticket for being unable to make a purchase; and 13272 : being the ticket for being unable to add a new payment method

Make sure to sign out of your account on the site for at least 15 minutes, but when you sign in to add a payment method, do so using another browser, if you don't mind.

Thanks!

N1ky
01-18-2015, 05:51 AM
#12468
Unable to purchase credits to renew patron on Archeage


Unable to complete your purchase!
We're really sorry about this, but we're not able to complete your order right now. This can happen for a number of reasons, and there may be some things you can do to help.
Why did this happen and what can I do about it?

We take security around our customers' accounts very seriously. This order might have raised one of our security flags that you can clear by filing a Purchase Support Ticket. We'll have someone look into the order on our side, and once we're sure it's really you, we'll be able to get you all set!
If your account was compromised in the past, it may have a past block on it. You can also get in touch with us here, and we'll be happy to get you back on your feet again quickly.
The bank or service that issued this payment method may have blocked this order. You may want to get in touch with the payment provider and make sure the order can go through on their side.
You may want to try a different payment method entirely.
You may also want to try again tomorrow. Sometimes when people order too much, too fast, the billing services may interpret an order as attempted fraud. If this is how you normally order or plan to in the future, you can also get in touch with us here. We can verify it's really you, fix you up for this order, and make sure you don't get blocked in the future.

We really wish that there was no need for any of this. We'd love nothing more than to make sure your order gets into your hands as soon as possible. And we thank you very much for your patience!

felixius
01-19-2015, 02:30 PM
Hey GM Fasti,

Ticket # 13168. My buddy is unable to complete his patron purchase. He's had the ticket open for 3 days now, and hasn't gotten a response yet. I told him to post in this thread but he was having issues finding this thread. Please assist =)

GeneralTrue
01-19-2015, 09:08 PM
We have reviewed and accepted your order (217698161), but there was an error when your order was processed. You have not been charged by Trion Worlds for the following items:



Request #15417

ManMeetDog
01-20-2015, 03:48 PM
REQUEST #16310

Continuous payment errors, removed my payment method and now I cant add it back.

I know my back account and Paypal are working fine because I just bought a game.

Leucaruth
01-20-2015, 04:15 PM
Hi, I can't complete any payment, all get refused, the last one is the one with the order number 217847561, all the others were also rejected, so i'm only interested in getting this last one.

Fasti
01-21-2015, 02:27 AM
Hey all!

Check your tickets for updates, when you get a second. Thanks!

Careby
01-21-2015, 04:49 AM
"We are unable to complete your purchase..." when attempting to add patron subscription.

Reference number #16324

Fasti
01-21-2015, 07:37 AM
"We are unable to complete your purchase..." when attempting to add patron subscription.

Reference number #16324

In about 20 minutes you should be able to make a purchase without the error. Sorry about that!

Lamoose
01-21-2015, 01:10 PM
I keep getting the error on two accounts and when I click the link to submit a ticket I get "Ooops the page you are looking for does not exist" a this address https://support.trionworlds.com/app/PurchaseAssistanceForm

Careby
01-21-2015, 02:06 PM
In about 20 minutes you should be able to make a purchase without the error. Sorry about that!
Working as promised. THANK YOU!

GM Hummingbird
01-21-2015, 04:10 PM
I keep getting the error on two accounts and when I click the link to submit a ticket I get "Ooops the page you are looking for does not exist" a this address https://support.trionworlds.com/app/PurchaseAssistanceForm

Sorry about that!
We recently changed a few things, so check out this link (https://support.trionworlds.com/hc/en-us/articles/204400287-Contacting-Trion-Support) instead!

KatyaTsoni
01-21-2015, 04:28 PM
i just tried to buy apex and i got purchase under review response. What is this i have been buying apex for the longest time and suddenly this happens. What does this mean? Will i be charged with no warning randomly when i least expect it or will this be resolved in the matter of hours?

GM Hummingbird
01-21-2015, 06:47 PM
i just tried to buy apex and i got purchase under review response. What is this i have been buying apex for the longest time and suddenly this happens. What does this mean? Will i be charged with no warning randomly when i least expect it or will this be resolved in the matter of hours?

These are usually processed within a matter of hours, but can take up to 24 hours. You should receive an email updating you on the status of your purchase after it has been reviewed.

FrothyBumSqueeze
01-22-2015, 01:37 AM
So erm, 2 days ago I tried to purchase two Apex's but to no avail, i was just met with the message "unable to complete your purchase order", have been trying ever since to buy it both with PayPal and my card. Both do not work and PayPal is met with an error saying "error processing your payment"
And now I cant even put down my credit card details as I deleted it and tried to re add it back to see if it would work. When I try to now enter my card details and press save payment method it freezes for a second and then sends me back to an empty payment method page with all the boxes Unfilled
Please help

Fasti
01-22-2015, 03:18 AM
You should be able to complete your purchase in about twenty minutes. Thanks!

Sarfist
01-22-2015, 05:28 AM
I've been told that purchase was being reviewed... this was 36 hours ago and still no credits. Order number 217895991. Please take my money and give credits please :)

ZeroEiyuu
01-22-2015, 07:11 AM
Request #16872

Been getting 'Unable to complete your purchase' since the 19th then now just a few mins ago I tried to just update my payment method through paypal since my Patron ended. Now I can't even register a payment method, it just keeps saying 'Error processing your payment.' I bought Patron, credits, and Apex in the past but now just can't do anything.

GM Hummingbird
01-22-2015, 04:44 PM
Sarfist, please go ahead and submit a ticket (https://support.trionworlds.com/hc/en-us/articles/204400287-Contacting-Trion-Support) so we can look further into this for you.

ZeroEiyuu, you should have an update to your ticket!

ZeroEiyuu
01-22-2015, 05:49 PM
Thank you GM Hummingbird, though things still appear to be the same... Must be on my part but I still don't know what to do. Replied and updated the ticket though.
16872

bookwormqn
01-23-2015, 01:33 AM
MY request number is 19345. I tried to buy a patron but failed at the Choosing Payment Method. When I have filled in all necessary information, the website processed, and then just stopped there, with all blank boxes, as if I had never filled them in. My card is 100% active and has no problem. So can you help me asap? Thank you very much for your help

Fasti
01-23-2015, 06:08 AM
Hey folks,

Make sure to sign out of your Glyph account on the site and stay signed out for 20 minutes. After that restart your browser, sign in, and add your payment method/try your purchase again. Thanks for your patience!

ZeroEiyuu
01-23-2015, 07:18 AM
Thank you GM Fasti and Hummingbird, everything is fine now and got my Patron back, woo. Thank you very much. :D

Modowine
01-23-2015, 08:34 AM
I have the same problem, I would buy a month's patron and does not work. Ticket #19602

Paypal gives me error (unable to complete your purchase) and when I enter data manually my credit card and keep payment method, reload the page and all the holes are blank. My paypal status is OK and work, i dont understand why i cant to do the payment.

I put ticket, please help me.

jose cisneros
01-23-2015, 09:26 AM
help i canīt purchase

ticket #19678

bookwormqn
01-23-2015, 09:30 AM
Hey folks,

Make sure to sign out of your Glyph account on the site and stay signed out for 20 minutes. After that restart your browser, sign in, and add your payment method/try your purchase again. Thanks for your patience!

It did not work. Have tried to do that several times

Scrivean
01-23-2015, 12:03 PM
removed all payment options, reapplied, reset subs, and still not working (19884)

CoreFlood
01-23-2015, 06:15 PM
Payment under review message. First time it's happened and I'd like to know the status of my account in general.
Is this is going to be a regular thing or one time weird thing.

Ticket #: 20388

Kayla Rayleigh
01-23-2015, 06:49 PM
I am having the same problem where I buy a month's subscription and it says up top that the transaction was completed, but on the bottom it says non active and I do not have Patron Status. Ticket #20428

Thanks:)

Fronde
01-23-2015, 07:04 PM
I lost patron status on this account today when I updated my cc info, I submitted a ticket just now and here is the # as requested: 20448

Aleydis
01-23-2015, 10:20 PM
Ticket number #20619

Unable to add my Paypal account as payment methods, need help >_<

Fasti
01-24-2015, 03:52 AM
help i canīt purchase

ticket #19678

Check your ticket for an update, when you get a chance.


removed all payment options, reapplied, reset subs, and still not working (19884)

I followed up and it looks like you're all set. Update your ticket if you need additional help.


I lost patron status on this account today when I updated my cc info, I submitted a ticket just now and here is the # as requested: 20448

Check your ticket for an update as well. I am sorry for the inconvenience.

Sabrina
01-24-2015, 09:44 AM
I lost Patron Status on this account when my other account's credit card was updated. I submitted a ticket on this one also and the Ticket Number is : 21070

Fronde
01-24-2015, 09:58 AM
My issue is resolved now and I have Patron status back, ticket 20448 (I closed the ticket)

Sabrina
01-24-2015, 10:01 AM
Ticket #21070 My issue has been resolved and I've closed the ticket. Thank you

Kayla Rayleigh
01-24-2015, 10:02 AM
My issue has also been resolved and I've closed the ticket.

Thank you.

Chariot
01-24-2015, 02:37 PM
I cannot add a payment method to my account. I would like to add Patron status. I submitted my ticket yesterday.

Fasti
01-25-2015, 02:13 AM
I cannot add a payment method to my account. I would like to add Patron status. I submitted my ticket yesterday.

Check your ticket for an update. Let us know if you're still having trouble.

Valkenheim
01-25-2015, 03:17 PM
Ticket #20073
Created the ticket 2 days ago.

The problem is that I cannot create a payment method to my account. I lost my Patron status and wanted to renew it, but I cannot due to being unable to add a payment method. Everything should be explained in the ticket.

Xymnas
01-25-2015, 04:30 PM
Ticket # 23129

Unable to buy patron service.

Disregard....Your systems are buggy and worked after trying it a few more times.

titanbooh
01-25-2015, 06:46 PM
Ticket #20833
thank you for your help
closed ticket.

ryan880880
01-26-2015, 01:26 AM
Ticket #23582

I'm getting "Purchase In Progress - Your Glyph Order Is Under Review"

Never got this before when purchasing credits or patron :/

Would appreciate help in this issue. Thanks!

cloud777
01-26-2015, 03:13 AM
Ticket# 23654

Solved via Live Chat. Thanks

Ember1017
01-26-2015, 03:13 AM
Ticket#23660
Issue cleared up via Livechat, thanks.

Merancc
01-26-2015, 03:17 AM
Ticket#23650

Resolved in Livechat.

Ember1017
01-26-2015, 05:43 AM
Ticket#23660 Resolved via live chat.

Chariot
01-26-2015, 06:19 AM
Ticket #20679
It worked. I have closed my request.

WoodyMario
01-26-2015, 09:38 AM
I can not buy credits. I forgot the secret question so i can't submit a ticket

Nyuuish
01-26-2015, 01:49 PM
I was going to purchase 6 months worth of patron since its the cheaper route in the long run but for some reason or another I can't I've already bought from Trion with My paypal so I don't see the problem, I've tried with My PayPal and credit card no luck.

Been waiting two days for a response.
#21899

Loley
01-26-2015, 05:17 PM
219098574 - help pLEASE VERY IMOPORTANT

AlMcFly
01-26-2015, 11:42 PM
REQUEST #25168

"Purchase In Progress - Your Glyph Order Is Under Review"

Oh and figure out your "Secret Question" ♥♥♥♥♥♥♥♥. You always ask the answer to our two secret questions, but don't even tell us what the questions were. GG Trion.

Bejondon
01-27-2015, 04:27 PM
Cant add new credit card ! Never get any helped with live chat before!
#26133

Oren Dlin
01-27-2015, 06:47 PM
REQUEST #26269
INVALID TOKEN
Oren Dlin Today at 18:10
I'm trying to purchase more patron account time, but I cant log into my account. When i try, it asks for the authentication code, which I copy paste into the bar and it says "invalid token"

Fasti
01-28-2015, 07:41 AM
I can not buy credits. I forgot the secret question so i can't submit a ticket

Hey there! Send an email from the email address on the account to support@trionworlds.com. You'll receive a response very shortly thereafter with a ticket number. Post that here and we'll get you fixed up.

Nebbies
01-28-2015, 11:53 PM
Request# 27969
Purchase Cancelled After Review.

Same credit card made a purchase on this account, for an identical amount, 4 weeks ago. Please help? :)

TromzOr
01-29-2015, 06:02 AM
Request # 27581

Fasti
01-29-2015, 07:45 AM
Request# 27969
Purchase Cancelled After Review.

Same credit card made a purchase on this account, for an identical amount, 4 weeks ago. Please help? :)

Give it 20 minutes and give it a try again for me. Sorry about that.


Request # 27581

Looks like someone beat me to it, so you should be able to make your purchase now.

iRichmond
01-29-2015, 08:58 AM
Request # 28371

esclade
01-29-2015, 01:16 PM
Your request (28759) has been received and is being reviewed by our support staff.

Nebbies
01-29-2015, 04:01 PM
Give it 20 minutes and give it a try again for me. Sorry about that.



Looks like someone beat me to it, so you should be able to make your purchase now.

All set, thanks for your attention :)

GM Hummingbird
01-29-2015, 04:15 PM
The rest of you should have updates to your tickets now! :o
If you're still having trouble check out our Support article (https://support.trionworlds.com/hc/en-us/articles/203372328-Troubleshooting-Failed-Purchases) for more info, and update your ticket if you still need assistance.

esclade
01-29-2015, 05:56 PM
(28759 updated still need real help

Akiko666
01-29-2015, 07:37 PM
Request #29348. I've tried several times over live chat to get it resolved. Thank you.

GM Hummingbird
01-29-2015, 08:07 PM
Hi guys!

You should have updates to your tickets now, and if you're still having trouble update them so we can address this further!
As always, please wait at least 20 minutes before attempting your purchase again.
Thanks!

Nyxiraven
01-29-2015, 09:01 PM
I just purchased 3 months of Patron tonight. It worked! I was going to take advantage of patrons getting that little bonus when buying credits. So I went to go buy $20 worth of credits, and it keeps "reviewing my purchase" & declining me! It amazes me how they allowed me to be patron, but not buy credits! I tried again... declined... again... declined! Finally I wrote a ticket! Can't wait to see how long this crap takes.
I'm not the only person having this issue either. A member of my guild is too! Plus people, through just a google search, are complaining too!
I just began playing this game a little over a week or so ago. My experience so far? My server, Salphira, consistently crashing because of DDOSing, & now problems buying credits! Not happy so far! (-_-)

Nyxiraven
01-29-2015, 09:05 PM
Hi guys!

You should have updates to your tickets now, and if you're still having trouble update them so we can address this further!
As always, please wait at least 20 minutes before attempting your purchase again.
Thanks!

Im going to wait 20 minutes then, and see it that helps. Im going to be even more frustrated if it doesnt though. =/

Nyxiraven
01-29-2015, 09:37 PM
Waiting 20 minutes did not help! the ticket I wrote... Ticket number 29363

iRichmond
01-29-2015, 10:01 PM
ticket #29159

Phoenixash
01-29-2015, 10:40 PM
Please fix this.

#27640

Akiko666
01-29-2015, 11:57 PM
Request #29348. Credit card declined again. Perhaps it is cursed?

Sybreed
01-30-2015, 04:43 AM
#29728 thanks

InHelL
01-30-2015, 10:14 AM
#30267 pls

Rimlins2
01-30-2015, 01:21 PM
Request #29805

Misakitty
01-30-2015, 05:03 PM
Request # 30704

I've been trying over the past 24 hours to purchase a starter pack or credits from the store. I tried first by credit card, then attempted using paypal. All attempts said purchase under review then received the email message that they were canceled. They DID gain authorization on my card each time though, so obviously the problem is not on my end. You need to get it together; people shouldn't have to struggle to get you to take their money. It doesn't make me feel very secure to know I have to keep putting my information out there with no return, and I'm just trusting that it's true that I won't get charged for those amounts because the authorization still shows on my billing.

Nyxiraven
01-30-2015, 06:41 PM
So last night I had trouble getting $20 worth of credits after getting patron literally minutes before... After hours of trouble I came here for help. To my surprise, someone fixed it! I had my credits & was successfully charged for it. Figured maybe it was fixed, and I wanted another $20 worth of credits... Tonight I tried to buy again, only to be experiencing the same exact issues! It wants to review my purchase, then declines me! There is nothing wrong with my card. I know the funds are there, because I was just paid yesterday. This is not an issue on my part, but an issue that needs to be fixed on the company's part! There are way too many people having this problem. Meaning it needs to be fixed! I'd also like my $20 worth of credits I just tried to buy.
Sadly, it'll be the last time I put money into this game, until the game fixes everything. I will go free to play after this, because having to deal with hassle every time is not worth it.
Order Number: 219943763
Request Number: 31296

ThisGirl
01-30-2015, 08:23 PM
Your request (31288) has been received and is being reviewed by our support staff.
order 219967836

To add additional comments, reply to this email.

Simeone
01-30-2015, 08:31 PM
Please check on Order #163617437. Successfully purchased patron through credits today but its not showing in game. Please help.

Caligrrl
01-30-2015, 10:29 PM
31612

btw has anyone actually read the security part of the form to submit a ticket?

Thepervertone
01-31-2015, 12:30 AM
Please check 31536

i've bought patron using credit, and patron status didn't show up in game

ShawnWos
01-31-2015, 12:42 AM
So I've run into a problem, tried getting apex 4 different times, each time I got a "your payment is under review and needs to be manually verified" but then maybe 5 minutes later i'd get a "we're very sorry we're not able to approve your recent order" email. Meanwhile I just checked and all of my orders are currently on hold with my bank waiting for authorization. I purchased APEX and Patron last week and everything went smooth but today I tried to do multiple orders because we don't even have the option to buy an amount of apex, have to do it 1 at a time which probably raised a red flag.
Ticket Number: 31161
Apex Order Numbers: 219964432, 219921089, then after those 2 I get an email saying, "There was an error in processing your order. You have not been charged by Trion Worlds for the following items: ArcheAge Apex however it still pulled it out of my bank, have 4 "on hold waiting for authorization". If there's a way for you guys to clear me after this is fixed to go ahead and be able to purchase multiple orders I would be happier.

Edit: the holds have been cleared however I would still like to purchase APEX.... 3rd Edit: For some godly reason 2 of the $10 APEX orders have been placed back on hold when I watched 4 orders clear and got my money back.....
2nd Edit: Just tried to buy $20 worth of credits and actually got the "awaiting approval" and same thing, but this time about half an hour later got a declined email. $20 placed on hold at my bank but then you guys declined it on your end, please remove this block as it's very frustrating.....

Fasti
01-31-2015, 07:35 AM
Please check on Order #163617437. Successfully purchased patron through credits today but its not showing in game. Please help.

Hey there! If your purchase went through, then your issue is the one discussed in this thread (http://forums.archeagegame.com/showthread.php?158986-Known-Issue-Patron-Time-Not-Reflected-In-Game). We are working on a fix for this now, and will update that thread with more details. Thanks for your patience!


31612

btw has anyone actually read the security part of the form to submit a ticket?

Give yours a try again in about 20 minutes.

Rimlins2
01-31-2015, 07:41 AM
And the rest of us that posted here?

Fasti
01-31-2015, 07:54 AM
And the rest of us that posted here?

Just about everyone has received an email update to their ticket. If you haven't, you should very shortly. If your payment method has been decliend repeatedly, please try another payment method, such as a prepaid gift card, or PayPal, if you haven't yet. I'm sorry for the inconvenience.

Rimlins2
01-31-2015, 08:02 AM
Just about everyone has received an email update to their ticket. If you haven't, you should very shortly. If your payment method has been decliend repeatedly, please try another payment method, such as a prepaid gift card, or PayPal, if you haven't yet. I'm sorry for the inconvenience.

No email yet, and tried to purchase with paypal but still the same: Purchase cancelled after review‏.

ShawnWos
01-31-2015, 08:04 AM
Just about everyone has received an email update to their ticket. If you haven't, you should very shortly. If your payment method has been decliend repeatedly, please try another payment method, such as a prepaid gift card, or PayPal, if you haven't yet. I'm sorry for the inconvenience.

Same thing as Rimlin, tried paypal, tried rixty same thing, have $50 in my bank that is on hold and those holds should have been cleared by now

Rimlins2
01-31-2015, 10:25 AM
Just about everyone has received an email update to their ticket. If you haven't, you should very shortly. If your payment method has been decliend repeatedly, please try another payment method, such as a prepaid gift card, or PayPal, if you haven't yet. I'm sorry for the inconvenience.

Still waiting for an update to my request #29805.

Mahrii
01-31-2015, 11:55 AM
just bought a prepaid visa to try to buy credits and it still not letting me add new payment method
sent multiple emails, got response that was fixed but it isn't

JungleKitty
01-31-2015, 02:25 PM
What the hell is this :(.. Please fix this issue.. i can't even submit a ticket because i forget my security anwser's/questions :s And you won't allow me to sumbit one without the answers.. the chat is filled with 70 people /: Ugh.. i know it isn't mainly your guy's issue but most of us are trying to get credits for regrade charms, or apez for gold, patron.. please try to fix this asap..

Brandox
01-31-2015, 07:51 PM
32451

Everytime I try to purchase 50 credits its goes for review and then is denied...

Brickwall
02-01-2015, 12:24 AM
34248

unable to purchase apex, credits, or add a card for subscription. need to pay my taxes, much speed!

Fasti
02-01-2015, 12:35 AM
No email yet, and tried to purchase with paypal but still the same: Purchase cancelled after review‏.

Hey, I am very sorry about that. Go ahead and try your purchase again. If it goes to review again, let me know and I will check on the status.


just bought a prepaid visa to try to buy credits and it still not letting me add new payment method
sent multiple emails, got response that was fixed but it isn't

I've updated your ticket again, when you get a chance.

Rimlins2
02-01-2015, 01:19 AM
Hey, I am very sorry about that. Go ahead and try your purchase again. If it goes to review again, let me know and I will check on the status.

Tried to purchase a second time with PayPal: We have reviewed and accepted your order, but there was an error when your order was processed. You have not been charged by Trion Worlds.

Fasti
02-01-2015, 02:45 AM
Tried to purchase a second time with PayPal: We have reviewed and accepted your order, but there was an error when your order was processed. You have not been charged by Trion Worlds.

We approved the order for you, but it looks like PayPal is declining on their side. Please check out this article (https://support.trionworlds.com/hc/en-us/articles/203372568-PayPal-Purchase-Failed) for info on making sure the transaction goes through.


34248

unable to purchase apex, credits, or add a card for subscription. need to pay my taxes, much speed!

Looks like your order was approved. You should be good to go.

Aired
02-01-2015, 05:12 AM
We have info regarding purchase errors on this sticky post.


I can't purchase credits with card I have used since launch

I am failing the manual review. The same credit card I have used to subscribe to patron and credit purchases since launch. I even re-added the card to my account.. I opened a ticket but those take forever. Same account, same card, now I can't purchase credits.

Request #34060

Misakitty
02-01-2015, 12:24 PM
Request # 30704

I've been trying over the past 24 hours to purchase a starter pack or credits from the store. I tried first by credit card, then attempted using paypal. All attempts said purchase under review then received the email message that they were canceled. They DID gain authorization on my card each time though, so obviously the problem is not on my end. You need to get it together; people shouldn't have to struggle to get you to take their money. It doesn't make me feel very secure to know I have to keep putting my information out there with no return, and I'm just trusting that it's true that I won't get charged for those amounts because the authorization still shows on my billing.

I'm replying to this thread again because my initial post was apparently overlooked, and it's been two days with no activity on my request. I'm trying to be patient here, but this is preventing me from playing the game the way I would like to.

request 30704

Brandox
02-01-2015, 12:53 PM
After three hours of talking through the tech support chat adding 2 different credit cards and talking to both banks I am really not impressed. Your support tells me its the banks and the banks both say its your systems. Just like Misakitty they see authorizations and the monthly subscription goes through fine but every time i try to purchase a credit pack its reversed. I just started playing this game and its really disappointing that it's this hard to give you money for a game I was starting to enjoy. Once this month runs out I am really going to have to reconsider renewing the subscription... really frustrating I have to say. :mad:

Bellabel
02-01-2015, 02:01 PM
I couldn't purchase again (like for the 10th time in a row), My ticket number is 35068

Suslord
02-01-2015, 02:12 PM
I was able to purchase patron for a month, with the receipt, yet still have no buff and it has been 3 days. REQUEST #35085

Aired
02-01-2015, 04:50 PM
I know most won't see this but..

I found my problem was with the way I registered back in Sept-2014, I apparently used Canada as my country which in turn prevented me from entering in my actual address.

Make sure you country is set correctly, GM Obalistar helped me in Live chat.

Dracstorm
02-01-2015, 05:31 PM
This is ridiculous.
#35339

BlackForce
02-01-2015, 11:53 PM
@Fasti i can't add a method payment to my account so please make it able i need to buy my patron today :(

Misakitty
02-02-2015, 12:57 AM
As an update, on a whim I added a third payment method to see if it would work. I still got the "payment under review" message, but then later got an email saying I was successful. I figured I had to keep trying to figure something out on my own because I never did receive any update to my request, and am still concerned that this may be a fluke that I succeeded in purchasing something. Third time's the charm?

It was ironic though that buying the starter pack triggered my credit card's fraud alert. The charges are showing up all haywire (showing the charge for the 150$ three separate times) but I'm trusting that once everything is done pending it'll appear properly. My recommendation to those of you stuck in my situation is keep trying different cards if you have the ability to do so. It's certainly not convenient, but I finally succeeded.

embers
02-02-2015, 01:42 AM
#35662

I've made plenty of payments with this card. I have way more then enough on said card and also my bank is not blocking the charges. I have had this happen a few times now. Its really annoying to say the least.

*edit*
So apparently the one time I tried using my paypal account, the purchase failed and I also received an email saying that the payment failed. I just logged into my Glyph account on a different browser and was going to try to buy credits once again. It has been about 20 - 30 mins since I logged out. Well, scrolling down I noticed my account now has the credits I tried to by 3 or 4 times now. Logged onto my paypal and it now shows that transaction went threw. My question is, how the hell did it go threw if it was denied? Dont get me wrong, I am happy for finally getting my credits, but I just dont get how the payment gets denied and then some how just randomly goes threw..

Indbakke
02-02-2015, 10:21 AM
Have tried to purchase credit in the store most of the week. It went ok a few times, but every time it says i have to be reviewed by a person, it gets denied.

I have talked to live support, who suggested i try to check my payment methods, i did, and they check out ok, and work just fine on other online shops. Both credit card and paypal have been tried.

I plan to do purchases pretty often, and hope this will not continue to happen.

Mirracleface
02-02-2015, 07:27 PM
My ticket: 34155

Please review my case! I can't pay my taxes in game without patron, and it has been days.. at this rate I am going to loose everything I worked for! Please help!!

Blancodraco
02-03-2015, 09:23 AM
Having issues as well....waiting inline to talk to live chat...sigh...

Northon
02-03-2015, 02:09 PM
#37302

Hello,

I have been trying to buy creditts for 2 hours. and you declined my every single payment request... I tryed one paypall acount, one visa and master card... and I read 'Troubleshooting Failed Purchases' issues and I did everthing it says. So can you tell em sir? What's the problem about my payments and what else can I do? my best regards

yuricorn
02-03-2015, 05:44 PM
this is seriously stupid. I have never played a game that rejects my payment so many times. When are you going to stop making your customers feel like criminals with these stupid checks that are hurting your customer satisfaction more than they are helping your bottom line.

You know what the best part is? Being told "We are unable to complete your purchase", then getting a paypal email telling me I have been charged 10 minutes later. I better not receive one of these for each time that the purchase failed because of YOUR errors.

Fasti
02-04-2015, 05:11 AM
I better not receive one of these for each time that the purchase failed because of YOUR errors.

Update your ticket if there are any issues so we can address it with you as quickly as possible.


@Fasti i can't add a method payment to my account so please make it able i need to buy my patron today :(

Hey there! I followed up for you, and it looks like they got you fixed up. Thanks for your patience!

Vorandril
02-04-2015, 07:44 AM
Request #38645



I had been trying last night to purchase APEX and was getting a similar issue. I get through the whole process and instead of getting a notification that the purchase is under review or approved it simply states the process cannot be completed. I've already verified with my bank that the issue isn't with my card or account.

Any help would be appreciated.

Northon
02-04-2015, 12:57 PM
GM Fasti, can you have a look my request? I really need that credits soon. #37302

GM Hummingbird
02-04-2015, 06:22 PM
Both of you should have updates to your tickets! If you're still having trouble, please reply back to your ticket so we can further assist you.

Northon
02-05-2015, 03:09 AM
I just updated my ticket by this;




-Hello, I tryed what you said me in that email. I have deleted my payment methods and added again,

I called my bank and asked them if there is a high security system (there is none).

And then I tryed to buy credits again... But result is the same as before. You declined my payment again.

There is one thing really I don't understand; I bought founder account and patron status by using same

paypal account. But it's not working on buy credits. And my visa and master card works in other

shopping websites (etc: ebay, amazon) as well. I don't understand what is the problem with buying credits...

And what can ELSE be done with it? My best regards

Jaze
02-05-2015, 07:01 AM
Request #40048

I can't purchase credits, I need credits much speed!

GM Hummingbird
02-05-2015, 07:29 PM
You guys should have updates to your tickets! :o
If you're still having trouble, please update your ticket for further assistance. Thanks!

Also, check out our Support article on failed purchases (https://support.trionworlds.com/hc/en-us/articles/203372328-Troubleshooting-Failed-Purchases) if you're having trouble as this may assist you.

Velennis
02-05-2015, 10:26 PM
So i tried purchasing credits with a new credit card and it gave me "Your order is under review" email and then after about 30 minutes "Cancelled after review" so i decided to go and make a ticket about this which i was fine with, until they asked for the answers to my secret questions... without asking the secret question, with my account being made in beta i really cant remember that far back. I have tried ordering twice with both failed attempts. I would really appreciate some help!

Edit - I did manage to make a ticket with relevance #41144

Tarpas
02-05-2015, 10:43 PM
41663

Incredible: new requests for authorization show up on my credit card online pages (7 with one card and 2 with an other - all of which were approved by the CC company, but.... surprise... then reversed by you(?????!!!!!) why did not even one make it through????), but you refuse to finish the transaction, on 2 credit cards???? The first credit card is used to pay for my subscription, the 2nd I added because you refused to sell me credits on the first card. Only after several attempts did you sell me credits last week. Now you once again refuse both cards? Way to go!

Your e-mail refusal indicates that the problem is with the CC company, but it is not: I called them, and there is no issue.

Don't insult me with hypothesizing that maybe I do not have enough balance to finish the transaction... I carry no balance on either card.

When I click 'open ticket' I am referred to a link that doesn't work...


edit: I am trying online chat now, but have 25 others before me, and have been waiting now over half an hour.... it's good the game is down.... what a mess.

edit2: I also removed both CC from my account (had to cancel subscription for that), waited 20 minutes, then added one card... no luck.

edit3: it gets better: I get the standard response that I either did not enter the cc info correctly (but I did, because the attempts to purchase were all authorized buy the cc company), or that there is not enough funds.. which there are .... or that the cc company is refusing to finalize the transaction.. which the cc company says they are not... so there is nothing that the GM can do for me... holy smokes.... so the advise is to try another payment method... or to try again later.... really?????? I can see why there are a lot of people quitting this game... incredible...

edit4: just come off the phone with the cc company whose card I just used to attempt to buy credits again.... the attempts by Trion to get the transaction authorized show up instantly on my online cc records... these attempts are validated.... yet the purchase is denied upon review yet again...

I have now deleted both credit cards... will not attempt again... really like your game... but this is too much...


I feel like the poster 2 posts below me: technically I have now made 11 purchases to buy $20 worth of credits... all these purchases were approved and went through... the cancellation/reversal came from Trion's end... and you keep telling me it's me....

Northon
02-05-2015, 11:48 PM
Updated #37302

"Dear sir,
With all my respect, I belive you did not read carefully my ticket; I'm using and allready used a paypal account, a visa card and a master card. And that is the kicker; those all working very well on other shopping websites inculuding buying patron states in trion website... But when I try to buy credits by using those methods; you decline my every single attempt ... And I tryed to delete all my payment methods and adding again and buy credits, ofcourse result is same as before... Declined! My best regards."

Gamblor
02-06-2015, 03:38 AM
Request #41105

Hi, i purchased 20$ worth of credits 5 hours ago, got an email saying "For your protection, the order that you just placed is currently being reviewed by a human before it can be completed. " Date of Order: February 06, 2015, 4:47:19 AM (UTC)

Then i get this email
"We have reviewed and accepted your order (221332339), but there was an error when your order was processed. You have not been charged by Trion Worlds for the following items:

Patron: 3,250 + 325 Credits

Date of Order: February 06, 2015, 4:47:19 AM (UTC)"

I checked my credit card company and they said ""Transaction from TRION *RIFT164317756 877-708-7466 US $-26.44 went through on our end."

I feel helpless and confused. :(

Luffian
02-06-2015, 10:52 AM
Ticket #41642

In a nutshell: card used to work on glyph, doesn't anymore. Worked fine as recently as last week, and works elsewhere. ...also forgot my secret question, so I couldn't do a normal ticket.

Annasthetic
02-06-2015, 02:06 PM
Ticket #41949

Just tried to buy the $20 Credits.. Bought a pack 3 weeks ago with no problem. Now its being declined by Trion. Any help would be appreciated.
Thanks.

hazy1
02-06-2015, 04:56 PM
Ticket #42268

trying to buy credits keep getting this error We are unable to complete your purchase"

Phoenixash
02-06-2015, 07:51 PM
42518
Please fix this. Also change the system. The new customer support system is terrible.

Phoenixash
02-06-2015, 08:40 PM
#42518
Can you please hurry up and approve this already.

Inviso
02-06-2015, 09:41 PM
Bought credits about a month ago. Working on day 3 of my ticket and no response yet. Support times are unreasonable if you want people to keep spending money with your company.

Ticket #40023

Fasti
02-07-2015, 04:38 AM
Ticket #41642

In a nutshell: card used to work on glyph, doesn't anymore. Worked fine as recently as last week, and works elsewhere. ...also forgot my secret question, so I couldn't do a normal ticket.

Your purchase should go through if you try again. Thanks for your patience!


#42518
Can you please hurry up and approve this already.

Hey there! I am really sorry about that, looks like the order was approved, and you should be good on future purchases as well.


Bought credits about a month ago. Working on day 3 of my ticket and no response yet. Support times are unreasonable if you want people to keep spending money with your company.

Ticket #40023

You are also good to go. Try your purchase after twenty minutes.

Xantor
02-07-2015, 02:12 PM
Ticket #43573

Trying to work through live chat but seems to take forever. My CC is on file, and is intermittently being accepted or denied, always after review.

So far:

$149.99 Archeum starter pack -- Denied (ah well, gotten too far in now)
$14.99 1 month Patron -- Accepted after review
$5.00 credits -- denied
$5.00 credits -- Accepted after review
$20.00 credits -- denied....

All with the same CC. Can someone have a look at this and permanently unblock the thing?

Sintima
02-08-2015, 10:56 AM
These are usually processed within a matter of hours, but can take up to 24 hours. You should receive an email updating you on the status of your purchase after it has been reviewed.

I get the same message, but stopped either getting the Apex in game or the follow-up email that used to appear in past. No update/no item/no follow-up mail one way or another. It's been 3 days without a response/update/item. Please fix.
Ticket 41719.

sevron
02-09-2015, 06:22 AM
I have recently been declined as well
#45715
also I have another open ticket
#45714 if that could be looked at too that might help me

mafkees
02-09-2015, 05:21 PM
hi im trying to get the payment done im working for 6 hours now im realy sick of it why is it so troublesom to do i just want to get it all done withoud allot off problems i put in all info for paying stuff i payed 2x 20 euros im not gonna do this stuff nomore im realy sick off all the errors and stuff

Toes
02-09-2015, 10:42 PM
Ticket #46778

mafkees
02-10-2015, 04:48 AM
i even cant make ticked to the gm nothing i cant pay annithing what now why that dont acceped it im working for 6 hours now to get it done i even called the visa companny thay say all working ok but to pay and getting cradits not working why if its not working i dont know what to do plzz fix the pay system plzzzz

mafkees
02-10-2015, 04:49 AM
the patron works 1 time and now this not working :(

mafkees
02-10-2015, 05:58 AM
i think it works after 200 trys phhhh

menethis
02-10-2015, 08:08 AM
Chat started on Tuesday, February 10, 2015 8:03:38 AM

(8:03:38 AM) *** peter gallacher has joined the chat ***
(8:03:38 AM) peter gallacher: unable to purchase credits, so I deleted payment method to try re ad it again, and now I cant re add my debit card details

p.s Ive had my partner check our bank and theres nothing wrong with my debit card, just so ya don't ask check your bank !

(8:03:41 AM) Trion Worlds Automated Message: You have entered queue. An agent will be with you shortly.
(8:03:46 AM) *** GM Drator has joined the chat ***
(8:03:56 AM) GM Drator: Hello! I can certainly understand how that can be frustrating. I will be more than happy to assist you with that! In order to do so, I'm going to need to collect some information from you.

Is the e-mail on this chat linked to the account in question, or is there another e-mail related to this issue? If there is another e-mail related, may I please have that information?
(8:04:20 AM) peter gallacher: ok sure my email is snea*****pan@***.com
(8:04:25 AM) peter gallacher: for my trion account
(8:04:30 AM) GM Drator: Great, thanks! Just a moment while I retrieve your account information.
(8:04:34 AM) peter gallacher: ok thankyou
(8:04:48 AM) GM Drator: No problem.
(8:05:00 AM) peter gallacher: as ive said Im just trying to rre register my credit card that ive used prior, but it wont let me.
(8:05:11 AM) Trion Worlds Automated Message: Thanks for waiting. Our average wait time is less than 25 minutes.
(8:05:29 AM) peter gallacher: and please look at my account and make sure im able to purchase the $100 package
(8:05:52 AM) GM Drator: We will need some additional information to verify your account: please verify only the last four digits of the credit card currently on file, including the expiration date. Please do not provide the full credit card number within our chat. Lastly, please provide the billing address associated with that card.
(8:06:09 AM) peter gallacher: ****
(8:06:19 AM) peter gallacher: billing address ***************
(8:06:22 AM) peter gallacher: ****
(8:06:25 AM) peter gallacher: is zip code
(8:07:10 AM) peter gallacher: mastercard
(8:08:53 AM) peter gallacher: expiration is *****
(8:09:20 AM) GM Drator: Thank you for verifying your account. One moment please!
(8:09:41 AM) peter gallacher: ok no problem, as ive said its been used before so there shouldn't be a problem
(8:10:17 AM) peter gallacher: I just tried following steps to delete it and re add when it wouldn't process my purchase
(8:10:35 AM) peter gallacher: not the first time this has happened unfortunately
(8:12:57 AM) GM Drator: It, could be because you had entered in something incorrect and than attempted to make a purchase.
(8:13:09 AM) peter gallacher: no sorry I double check the info
(8:13:27 AM) peter gallacher: the card that was added ive given you info for was already used for another purchase
(8:13:46 AM) peter gallacher: so it was a matter of click click click as it was already on my account
(8:14:04 AM) peter gallacher: but no in all seriousness its your system and its no secret
(8:14:10 AM) peter gallacher: all fixed?
(8:14:42 AM) GM Drator: I have located the issue with your account. It appears an error kept your purchase from processing successfully. This error can be caused by one of these issues:
1) Your financial institution is preventing the charge from processing which could be due to fraud prevention systems
2) Your billing information was input incorrectly into our system
3) There are insufficient funds in your account

Although this may not be the case, it is good to double-check the funds in your account and attempt to re-add the billing information for your purchase. If you continue to experience issues, we ask that you contact your financial institution as to why they may be preventing the charge.

May I assist you with anything else today?
(8:14:42 AM) peter gallacher: gotta remember customer is always right ;)
(8:15:03 AM) peter gallacher: my account all fixed?
(8:15:28 AM) GM Drator: This error can be caused by one of these issues:
1) Your financial institution is preventing the charge from processing which could be due to fraud prevention systems
2) Your billing information was input incorrectly into our system
3) There are insufficient funds in your account

May I assist you with anything else today?
(8:15:53 AM) peter gallacher: ive over $500 in my account and ALREADY CALLED BANK TODAY!!!!!!!!
(8:16:02 AM) peter gallacher: AM I ABLE TO RE ADD MY DEBIT CARD OR NOT???
(8:16:16 AM) peter gallacher: I already told you I called the bank don't patronise me
(8:16:31 AM) peter gallacher: or ill make a formal complaint about this particular service
(8:16:37 AM) peter gallacher: too which soo far im not happy with
(8:16:47 AM) peter gallacher: ill ask one more time
(8:16:59 AM) peter gallacher: am I able to re add my debit card and make a simple purchase?
(8:17:20 AM) peter gallacher: simple yes or no answer
(8:18:06 AM) peter gallacher: please take your time to process this question
(8:19:49 AM) GM Drator: One second while I delete your payment methods for you please.
(8:19:57 AM) peter gallacher: I already did
(8:20:01 AM) peter gallacher: so don't know why its there
(8:20:31 AM) peter gallacher: when I log in RIGHt now it shows no payment method and been like that for many hours??? so whats the deal there?
(8:21:02 AM) peter gallacher: ive also submitted a support ticket 7 hrs ago when this issue occured
(8:21:29 AM) peter gallacher: still awaiting a response, So ive 'Especially waited up till nearly midnight for live chat
(8:21:35 AM) peter gallacher: follow what im saying?
(8:21:51 AM) peter gallacher: Request #46832
(8:22:06 AM) peter gallacher: that my ticket number if you have trouble believing that
(8:22:26 AM) peter gallacher: I quoted this in my ticket
(8:22:29 AM) peter gallacher: peter gallacher Today at 17:04

p.s Ive had my partner check our bank and theres nothing wrong with my debit card, just so ya don't ask check your bank !
(8:22:33 AM) peter gallacher: among other things
(8:22:57 AM) peter gallacher: quote why im annoyed when you say check your bank for card problems and funds
(8:23:00 AM) peter gallacher: got me?"
(8:23:11 AM) peter gallacher: all starting to come together now?
(8:23:17 AM) GM Drator: Thank you for your patience. I've made some adjustments to your account. In order to resolve the issue, I did need to remove all payment methods from your account. Please re-add your payment information and retry your purchase again after 15 minutes, so the system may refresh properly.

May I assist you with anything else today?
(8:23:35 AM) peter gallacher: ive already removed my payment methods
(8:23:55 AM) peter gallacher: I did that 7 hrs AGO are you not reading what im saying??????????????????????
(8:24:54 AM) peter gallacher: let alone 15 minutes ive waited over 7 hrs
(8:25:11 AM) peter gallacher: I WONT LET ME RE ADD it unless you've fixed it
(8:25:12 AM) GM Drator: You didn't. I just deleted 18 payment methods. Which is why you weren't able to add anything else. We had to delete them from our side for you to actually delete your payment methods. Get what I am saying?
(8:25:24 AM) peter gallacher: nope
(8:25:33 AM) peter gallacher: totally don't get wtf your saying and I build computers
(8:25:56 AM) peter gallacher: your trying to tell me I havnt deleted my payment methods
(8:26:03 AM) peter gallacher: that is a lie my friend
(8:26:19 AM) GM Drator: Well your issue is fixed now. Please wait 15 minutes and than you can re add your payment method. May I assist you with anything else besides what I have already addressed?
(8:27:16 AM) peter gallacher: well id like to formally state for that chat that ill be forwarding, that what your telling me is your website is up the ♥♥♥♥ and not working properly and deleting payment information = do something about it ! rather tell me im a liar
(8:27:19 AM) peter gallacher: no that is all
(8:27:45 AM) peter gallacher: good day
(8:29:29 AM) GM Drator: Great! Have a good day and thank you for contacting Trion Worlds. In the bottom left of your chat window, you can find an 'Options' button. Please click this button and select 'End this chat'. If you don't see this option, please let me know.

menethis
02-10-2015, 08:08 AM
account still not fixed :P

menethis
02-10-2015, 08:09 AM
awesome customer service - this guy should be strung for not doin his job properly and understanding the customers issues
And basic language for that matter!!!!

Honestly guys get this whole error between your website relaying and updating information to your mainframe servers, cause clear example. Ive got someone clearly above stating I " Apparently had 18 payment methods " when I deleted the 3 I had earlier today. So ya aint gotta be a frigging EINSTEIN TO WORK OUT ITS YOUR SYSTEM!!!!! NOT THE CUSTOMER!!!!!!!!

menethis
02-10-2015, 08:16 AM
UPDATE ON MY ISSUE after raising it again to escalating it now.

Chat started on Tuesday, February 10, 2015 8:34:47 AM

(8:34:47 AM) *** peter gallacher has joined the chat ***
(8:34:48 AM) peter gallacher: unable to add payment method
(8:34:50 AM) Trion Worlds Automated Message: You have entered queue. An agent will be with you shortly.
(8:36:21 AM) Trion Worlds Automated Message: Thanks for waiting. Our average wait time is less than 25 minutes.
(8:49:49 AM) peter gallacher: formal complaint
(8:54:41 AM) peter gallacher: for reference of what the complaint is about just read this previous live chat I had with one of your staff
(8:54:45 AM) peter gallacher: Request #47079
(8:54:57 AM) peter gallacher: read that chat log of that reference number
(8:55:32 AM) *** GM Drator has joined the chat ***
(8:55:41 AM) GM Drator: Hello! I can certainly understand how that can be frustrating. I will be more than happy to assist you with that! In order to do so, I'm going to need to collect some information from you.

Is the e-mail on this chat linked to the account in question, or is there another e-mail related to this issue? If there is another e-mail related, may I please have that information?
(8:55:52 AM) peter gallacher: you have fixed it
(8:55:55 AM) peter gallacher: havnt
(8:56:18 AM) peter gallacher: and its not my Financial institution I want to formally Escalate my issue
(8:57:20 AM) GM Drator: Ok, I will escalate your issue to our high priority support department for further assistance. They will contact you via email when they have addressed your issue or need more information. May I assist you with anything else today?
(8:58:07 AM) peter gallacher: nope just please make sure the issue is addressed, I literally just used it online to make a different small purchase from another company and works perfectly fine
(8:58:37 AM) peter gallacher: and I quote I have called my instiutuion earlier today to check everything my end
(9:00:06 AM) GM Drator: Great! Have a good day and thank you for contacting Trion Worlds. In the bottom left of your chat window, you can find an 'Options' button. Please click this button and select 'End this chat'. If you don't see this option, please let me know.

Deathmancer
02-10-2015, 11:31 AM
Unable to complete purchase.... again...

Order Number: 222303274

EDIT:

Ticket number: 47420

EDIT 2:

Just made a purchase on STEAM to make sure it wasn't my credit card, everything worked perfectly.

xeno2k1
02-10-2015, 03:30 PM
same here t number 47690

supthereyet
02-11-2015, 05:57 AM
AGAIN and AGAIN. "Under Review". If you DON'T want my money, ♥♥♥♥ I'll go find another F2P cash shop game and waste money at.

Lovebane
02-11-2015, 03:06 PM
Hey GM Fasti, My issue is actually more about the way you put orders under review.

When an order is put under review, that amount is already dinged to your bank/card.
When you open a ticket to fix it, that initial ding isn't processed but instead it's like the support staff actually places the order *again* for you separately.

The initial ding to the bank/card is returned whatever grace period the bank/card has on pending charges.

So in the case of you saying to use alternative cards like a Gift card/prepaid, that means you need to have DOUBLE that amount you want to purchase, otherwise, your order WILL FAIL since the support staff will try to process an additional charge for the amount you won't have.
Suck especially If you consistently get the "Under Review" orders since example

$100 Prepaid Balance. Buying $100.
Under Review -$100 Pending Dinged. Prepaid Balance now 0.
Support Staff tries to process Order -$100 > Fail. No Balance.
Card is already 0. Can't buy anything until that clears.. In other words, you're out $100 for a week+ until it clears off and when that happens.....

$100 Prepaid Balance. Buying $50.
Under Review -$50 Pending Dinged. Prepaid Balance now $50.
Support Staff tries to process Order -$50 > Success because there was still balance.
However Card is now 0.. but should have been $50.
Usually 1 Week later when the transaction falls off, Prepaid Balance is $50 again..
With above, that means with this situation, you can only order half of whatever's left ad infinitum until remainder.

yuricorn
02-12-2015, 01:43 AM
why is a new ticket opened every single time I try to buy something? When are you going to be more transparent about what exactly is going on, and the way you are flagging your customers' accounts for review? I specifically asked Live Chat personnel how to avoid this in the future and they cannot say anything about it. I really don't want to have to follow up on my in game purchase every single time by posting a ticket number here. Does that sound like acceptable practice to you? Would you put up with this if you were in my shoes?

yuricorn
02-12-2015, 01:51 AM
Hey GM Fasti, My issue is actually more about the way you put orders under review.

When an order is put under review, that amount is already dinged to your bank/card.
When you open a ticket to fix it, that initial ding isn't processed but instead it's like the support staff actually places the order *again* for you separately.

The initial ding to the bank/card is returned whatever grace period the bank/card has on pending charges.

So in the case of you saying to use alternative cards like a Gift card/prepaid, that means you need to have DOUBLE that amount you want to purchase, otherwise, your order WILL FAIL since the support staff will try to process an additional charge for the amount you won't have.
Suck especially If you consistently get the "Under Review" orders since example

$100 Prepaid Balance. Buying $100.
Under Review -$100 Pending Dinged. Prepaid Balance now 0.
Support Staff tries to process Order -$100 > Fail. No Balance.
Card is already 0. Can't buy anything until that clears.. In other words, you're out $100 for a week+ until it clears off and when that happens.....

$100 Prepaid Balance. Buying $50.
Under Review -$50 Pending Dinged. Prepaid Balance now $50.
Support Staff tries to process Order -$50 > Success because there was still balance.
However Card is now 0.. but should have been $50.
Usually 1 Week later when the transaction falls off, Prepaid Balance is $50 again..
With above, that means with this situation, you can only order half of whatever's left ad infinitum until remainder.

If this is ture, then wow. Just wow.

I sincerely hope this is worth it for you Trion. This is some next level stuff.

Kaleesie
02-12-2015, 10:51 AM
Hey GM Fasti, My issue is actually more about the way you put orders under review.

When an order is put under review, that amount is already dinged to your bank/card.
When you open a ticket to fix it, that initial ding isn't processed but instead it's like the support staff actually places the order *again* for you separately.

The initial ding to the bank/card is returned whatever grace period the bank/card has on pending charges.

So in the case of you saying to use alternative cards like a Gift card/prepaid, that means you need to have DOUBLE that amount you want to purchase, otherwise, your order WILL FAIL since the support staff will try to process an additional charge for the amount you won't have.
Suck especially If you consistently get the "Under Review" orders since example

$100 Prepaid Balance. Buying $100.
Under Review -$100 Pending Dinged. Prepaid Balance now 0.
Support Staff tries to process Order -$100 > Fail. No Balance.
Card is already 0. Can't buy anything until that clears.. In other words, you're out $100 for a week+ until it clears off and when that happens.....

$100 Prepaid Balance. Buying $50.
Under Review -$50 Pending Dinged. Prepaid Balance now $50.
Support Staff tries to process Order -$50 > Success because there was still balance.
However Card is now 0.. but should have been $50.
Usually 1 Week later when the transaction falls off, Prepaid Balance is $50 again..
With above, that means with this situation, you can only order half of whatever's left ad infinitum until remainder.

If the above it true I'm basically screwed, i have posted a ticket in regards to my many issues, how do access the ticket again to get the number to post here, i have yet to receive an email with anything.

Voluntaris
02-13-2015, 04:44 AM
My ticket # is "REQUEST #50825".

***Further Update (2/14/2014 730am est): I am back to my transactions unable to go through on both of my valid payment methods.

My VISA card gets the "Unable to Complete Purchase. My PayPal goes for review but then get an email saying Trion didn't let transaction go through.

I would like to continue enjoying my weekend and buying a few more credits/apex.

Please have this cleared up asap.

gryphus492
02-13-2015, 01:36 PM
#50845

Unable to complete purchase on Glyph online store.

Here is the rixty successful purchase:

Order Status: COMPLETED
Order Type: Purchase
Item Description: 4,220 Credits
Order Amount: $22.62
Amount Paid: $22.62
TransactionID: 1EUVUIW2FO2P
Creation Date: Feb 13 2015, 3:14 AM
Completion Date: Feb 13 2015, 3:14 AM

learey
02-14-2015, 07:49 PM
#53117

Unable to buy anything, including Patron.
Removed subscription because I had to remove my payment method and add it again as one of the mentioned possible solutions in mails that I got telling me about the failed purchases.. And now I can not even add a new subscription.
Earlier today had contact with a GM (the one that handled the ticket #53117) and according to him the problem was resolved.
But after 20 minz of time and being logged out after that amount of time I still can not purchase!!!
I am using PayPal as payment method. I am not able to use any other payment method. This PayPal account has worked in the past, only for some really freaking strange reason it does not work anymore.
Its frustrating the hell out of me.
I have been trying to buy credits for a while now, not just today.. But all this time I thought it was some issue with my PayPal account.
But no.. there is nothing wrong there... it's really trion!! Please fix this.

Shind
02-15-2015, 03:35 AM
#53493

I can't buy anything from the Store.
I tried 2 different payment methods and both failed.

Edit : Nvm , found the problem.

Sapharix
02-15-2015, 11:03 PM
#54402

Its not letting me buy anything saying my transaction failed.

GM Hummingbird
02-16-2015, 03:59 PM
Hey guys,
Sorry for the delay in update, however it looks like everyone who has posted a ticket number has received a reply! :o
If you're still having trouble, please make sure to check out our Support page on failed purchases (https://support.trionworlds.com/hc/en-us/articles/203372328-Troubleshooting-Failed-Purchases) and update/submit a ticket if the issue persists.

Partynextdoor
02-16-2015, 06:41 PM
(55634) Just trying to add my payment method so i can purchase patron and some apex.

Keepcallyourbank
02-17-2015, 10:48 AM
Okay ! Keep call your bank for nothing .
Am I a Criminal ? I'm Not Stupid ! I know how it's work ! My bank never block the transaction from trion because there are no request from trionworlds to charge my card !!!!!!!!!!!!!!!!!!!!!!!
So why I need to call my bank ? and i mention there " is $1133 enough for an APEX ? " .



GM Karruell
Customer support
Chat started
CHRISTINA R SMITH
Purchase cancelled and also unable to complete ur purchase!
Trion Worlds Automated Message
You have entered queue. An agent will be with you shortly.
Thanks for waiting. Our average wait time is less than 25 minutes.
GM Karruell joined the chat
GM Karruell
Thanks for contacting Trion Worlds Customer Support. I'm happy to look into your issue for you today.

How may I assist you?
CHRISTINA R SMITH
hello
okay have problem with purchasing
GM Karruell
I can certainly understand how that can be frustrating. I will be more than happy to assist you with that! In order to do so, I'm going to need to collect some information from you.

May I please have the e-mail that is associated with the account you are having the issue with?
CHRISTINA R SMITH
ofc ,t this email addres
smith.christinar@yahoo.com
GM Karruell
Great, thanks! Just a moment while I retrieve your account information.
We will need some additional information to verify your account: please verify only the last four digits of the credit card currently on file, including the expiration date. Please do not provide the full credit card number within our chat. Lastly, please provide the billing address associated with that card.
CHRISTINA R SMITH
okay
***
expire : ***
address : 26************
so you know what problem is ?
My purchase always got cancelled
few times
and the credit card still have fund on it .
then Im trying to using different credit card .
GM Karruell
Thank you for the information! I am looking further into the issue for you!
CHRISTINA R SMITH
using my brother credit card
oh snap ! you need to read what I wrote here .
GM Karruell
I do see the information you have provided! I am taking that into consideration with my investigation!
CHRISTINA R SMITH
okay!
GM Karruell
Thank you for waiting patiently. I am still looking further into the issue for you!
CHRISTINA R SMITH
okok
GM Karruell
I have located the issue with your account. It appears an error kept your purchase from processing successfully. This error can be caused by one of these issues:
1) Your financial institution is preventing the charge from processing which could be due to fraud prevention systems
2) Your billing information was input incorrectly into our system
3) There are insufficient funds in your account

Although this may not be the case, it is good to double-check the funds in your account and attempt to re-add the billing information for your purchase. If you continue to experience issues, we ask that you contact your financial institution as to why they may be preventing the charge.

May I assist you with anything else today?
CHRISTINA R SMITH
LOL
is that what you found ?
so did you really read my story here ?
I told you the card have fund in it !
such a waste my time to waiting you finding something useless . I know this is not on my end , bank never blocked the charge . while your payment system is broke as usually .
GM Karruell
Not enough funds is not the only issue that may be causing a block, and if you continue to receive this issue I would contact your bank to see if there are any issues. I apologize for the wait of course, and appreciate your patience while I looked further into the issue.
CHRISTINA R SMITH
is $ 1133 enough to buy an APEX ?
I still checking my credit card statement .
the purchase was always going to get review
this mean you using manual review by human
even the card is valid or no .
and the unable to complete your purchase is the error on your end ,
or known as the account got flagged .
isn't it ?
GM Karruell
As I previously stated, it may not be that you do not have enough funds in your account. Even though a purchase goes to human review, if there is a block that is not on our end we can only approve the block. Since this is the case, and there are no errors on our end that I am able to clear, I am only able to redirect you to your bank to possible have the issue resolved.
CHRISTINA R SMITH
I read the whole forum .
the whole complaint about this .
and still , the GM playing stupid with this .
so many peoples got fixed when they facing " unable to complete your purchase " .
okay , gonna post this soon at forum . let see how the people react to this .
GM Karruell
Other players may have received this error with a different issue, and had something on their account we were able to clear, but in your case there are no errors I am able to clear to allow you to make purchases. I am very sorry for the issues this has caused, as I would like to see you make a successful purchase.

May I assist you with anything else today?
CHRISTINA R SMITH
and where I can leave a feedback ?
I need to forward this to the supervisor .
GM Karruell
You may email any feedback to GM_Feedback@trionworlds.com!

Fasti
02-18-2015, 01:53 AM
(55634) Just trying to add my payment method so i can purchase patron and some apex.

Looks like they got you fixed up. Update your ticket if you're still having any trouble. Thanks!

Dragonbacon
02-18-2015, 08:00 AM
I ordered 1 month of patron and it went through! Then I wanted to buy 975 + 98 credits. And it got denied. But on my bank it still says that you charged the 5 euros?!

Date of Order: February 18, 2015, 2:09:52 PM (UTC)
Order Number: 223998940

Fix please?!

Fasti
02-19-2015, 01:50 AM
Hey Dragonbacon, I see the support team has updated your ticket with more info. Please update your ticket if there are still issues going forward. Thanks!

Leiek
02-19-2015, 05:17 AM
Case: 53637
I have tried everything the GM's asked me to do. I'm not sure what else I can do.

I have tried:
- 1 credit card
- 1 activated and registered gift card
- Paypal using my Credit Card
- Paypal using my Gift Card
- Paypal using my Bank
I tried the above mentioned methods several times, on different PCs, nothing.

I've checked my address, check the CVV code, checked the expiration dates, checked with my bank to see if there were any charges attempt that were blocked (none).

amwranes
02-19-2015, 09:47 AM
Ticket 54685

Same basic issue here, cannot add any payment methods.

First reply from ticket did not resolve the issue, most recent reply was blank.

mah mokbel
02-19-2015, 03:15 PM
#59061
Tried 2 different methods and paypal,but still can't add payment method

MrUbiquity
02-19-2015, 06:49 PM
Ticket #59361

Trying to purchase credits. Can't select a method and when I try to add a method it tells me I can't add it twice. If I hit submit, it shows steam as a payment method. (screenshot in ticket)

Apex purchase looks fine though.

Vitaminz
02-20-2015, 02:58 AM
#59684
Unable to complete your purchase

Cheapneazy
02-20-2015, 02:04 PM
http://forums.archeagegame.com/showthread.php?163120-cant-buy-credits-with-mol

JasonChanChan
02-21-2015, 07:39 AM
Ticket Number: (61520)

Apex not received after the money was charged.

Aprilieo
02-21-2015, 12:16 PM
Still waiting for my APEX purchase to be accepted


Below is a summary of your Order:
Order Items: ArcheAge APEX
Order Number: 224831775
Date of Order: February 21, 2015, 5:04:35 PM (UTC)

Hikage
02-21-2015, 12:44 PM
Ticket Number: 61947
Cant purchase credits, says it needs to be checked by a human

tiereny
02-22-2015, 02:39 AM
I also can not purchase starter packs or credits although i was able to before please help.

tiereny
02-22-2015, 02:40 AM
ticket number 62623

Fasti
02-22-2015, 03:32 AM
Ticket Number: 61947
Cant purchase credits, says it needs to be checked by a human

Hey, sorry for the delay. Can you try that purchase again for me?


I also can not purchase starter packs or credits although i was able to before please help.

If you can try a different payment method, the purchase should go through.

Talexiz
02-22-2015, 09:56 AM
I still can not add any Payment Method to my account!! Each time results in a bogus error, whether paypal or my credit card. I put in a ticket and you guys responded with comments that did not even make any sense " wait a few hours"... Do you want my money or not ???

Please fix this issue or I will give my money to Blizzard instead...

Talexiz
02-22-2015, 06:30 PM
I still can not add any Payment Method to my account!! Each time results in a bogus error, whether paypal or my credit card. I put in a ticket and you guys responded with comments that did not even make any sense " wait a few hours"... Do you want my money or not ???

Please fix this issue or I will give my money to Blizzard instead...

Ticket #63149

Once again a customer trying to give you money and your not assisting him... *sigh*

Huorraaa
02-23-2015, 02:58 AM
Unable to complete purchase

REQUEST #64020

Santanasia
02-23-2015, 06:48 AM
Cant purchase anything...it says you've run into a problem whenever I ask it to resend code

AndreiMoiceanu
02-23-2015, 07:09 AM
Request #64042 Cannot make a patron plan on archeage

Fasti
02-25-2015, 02:37 AM
Unable to complete purchase

REQUEST #64020

Let me know if you run into trouble after trying your purchase again.


Request #64042 Cannot make a patron plan on archeage

Looks like you should be good to go.

Godparticle
02-25-2015, 04:50 AM
#66426
Purchase cancelled after review

Huorraaa
02-25-2015, 07:49 AM
Let me know if you run into trouble after trying your purchase again.



Looks like you should be good to go.

Nope, i tried multiple times but still doesn't let me complete the purchase.

Jackalope88
02-25-2015, 11:55 AM
Here is my ticket # 66303 . I've tried everything and finally found this thread. Hope you can help.

GM Hummingbird
02-25-2015, 07:17 PM
Hey there,
You should all have updates to your tickets! :o
If you're still having trouble, please update your ticket and check out this page on how to resolve purchase errors (https://support.trionworlds.com/hc/en-us/articles/203372328-Troubleshooting-Failed-Purchases).

Syntaku
02-25-2015, 11:09 PM
#65136

I can't buy credits. I've tried over and over. I've tried with my credit card and with paypal. Neither will work. They worked a few days ago but stopped for no reason. (I have cookies enabled so that's not the problem) I've tried on 2 computers and 3 browsers.

Fasti
02-26-2015, 07:25 AM
#65136

I can't buy credits. I've tried over and over. I've tried with my credit card and with paypal. Neither will work. They worked a few days ago but stopped for no reason. (I have cookies enabled so that's not the problem) I've tried on 2 computers and 3 browsers.

Check your ticket, when you get a chance.

MisterG
02-28-2015, 07:12 AM
I had the same issue, sent support a ticket but didn't receive any help so i closed the ticket. Can you guys take another look at it and maybe to something for me, if that is still possible? All that i encountered is in that ticket, in the conversation with the GM. REQUEST #65255 Thank you!

MisterG
02-28-2015, 07:14 AM
I had the same issue, but in my case i was somehow charged and the funds left my account for a reason. I unfortunately closed the ticket cause the support guys couldn't help me. In case you can still help me , this is my ticket REQUEST #65255. All you need to know is in that conversation. Thank you.

Malkavo9
03-01-2015, 04:28 AM
REQUEST #70621

Trouble with virtual card and after can't add a payment method.

amwranes
03-01-2015, 06:18 AM
Okay, so my ticket was closed with no response. Nothing here, either... Starting to think y'all don't want my money....

Would love to be able to actually purchase something without having to 'back-door' it with Rixty like I did as a stop-gap to try to get this resolved... Still unable to add any kind of payment method.


Ticket 54685

Same basic issue here, cannot add any payment methods.

First reply from ticket did not resolve the issue, most recent reply was blank.

Fasti
03-01-2015, 06:31 AM
Okay, so my ticket was closed with no response. Nothing here, either... Starting to think y'all don't want my money....

Would love to be able to actually purchase something without having to 'back-door' it with Rixty like I did as a stop-gap to try to get this resolved... Still unable to add any kind of payment method.

Hi!

That ticket received a response on February 16th indicating the error had been cleared. if you're still having trouble, please make sure to submit a new ticket.

amwranes
03-01-2015, 10:57 AM
I had replied to that ticket days before it was closed stating that whatver "clearing the error" means didn't work. I have submitted a new ticket now: 70928


Hi!

That ticket received a response on February 16th indicating the error had been cleared. if you're still having trouble, please make sure to submit a new ticket.

Cricket2010
03-01-2015, 05:09 PM
71311

Same issue others have described - "transaction must be reviewed by a human". I'd really like to continue playing the game today since this is my day off, so please clear this up and give me the tiny little $5 worth of credits I was trying to buy.

Cricket2010
03-01-2015, 05:31 PM
I just tried again because I really need the credits to unlock another slot so that I can play with a friend of mine who is waiting right this minute for me to be able to play with him. It's a measly $5. How long does it take for a human to review this? Come on. It's Sunday. People want to play the game! Let's go! Take my money already and let me play! :)

Cricket2010
03-01-2015, 05:48 PM
My friend has now tried both of his debit cards and his PayPal and your system will not let him make the purchase. He has confirmed that there is sufficient funds in his accounts (IT'S FIVE BUCKS). What is wrong with your system? I've now wasted an hour that I could have been playing!

Cricket2010
03-01-2015, 07:23 PM
It's now been well over an hour. My friend finally just bought an APEX and mailed it to me, even though that means I got 250 less credits than I would have had for the same money if your system hadn't screwed up and if your customer service reps had responded in a timely manner. It's really a shame that you want to make it this difficult and frustrating for your customers to give you money for the game you've made. It almost seems like you don't want to be paid for the work.

Sogenmu
03-02-2015, 12:42 AM
Hello, I'm continuously getting "reviewed by a human" for trying to make purchases,and then being "Unable to complete" them. I have more then enough money on my cards, and I've tried using two different credit cards. All I want to buy is 2 Apex, and I don't see why your site will not allow me to. I've also tried submitting a ticket about this, and have the methods you've given me, and still nothing is working. -_-' 71112

Chandranath
03-03-2015, 11:11 AM
72770

Talked to one of your GM's and he told me at the end that it is my bank that blocks the completion of the payment. When infact i know that is not true, since i subscribed as patron just 1-2 weeks ago. I would really be happy if you could solve this issue, cus i really want to be able get the things i want.

Ashiryu
03-04-2015, 01:54 AM
hi i can't pay again with my paypal account here my ticket number 65310. My patron finish in 10 days. Please help me

Fasti
03-04-2015, 06:22 AM
72770

Talked to one of your GM's and he told me at the end that it is my bank that blocks the completion of the payment. When infact i know that is not true, since i subscribed as patron just 1-2 weeks ago. I would really be happy if you could solve this issue, cus i really want to be able get the things i want.

It looks like your recent transaction went through. Please update your ticket if you run into other problems.

Fasti
03-04-2015, 06:24 AM
hi i can't pay again with my paypal account here my ticket number 65310. My patron finish in 10 days. Please help me

Please submit a new ticket (https://support.trionworlds.com/hc/en-us/articles/204400287-Contacting-Trion-Support) explaining your current situation, since your previous ticket is closed.

Also, make sure to add your PayPal account to your Trion Worlds account by following these steps (https://support.trionworlds.com/hc/en-us/articles/203372928-How-do-I-add-my-credit-card-or-Paypal-information-to-my-account-).

SniperAce
03-05-2015, 02:11 PM
My ticket is "REQUEST #75222" , i need to add it soon cause i have to pay taxes and i cant buy patron without my new credit card :(

Fallish
03-05-2015, 11:48 PM
REQUEST #75858

"We are unable to complete your purchase....."

mah mokbel
03-06-2015, 07:42 AM
#76090
I already got a verified payment method but I get this when I try to purchase "There was an error in processing your order"
Thank you

SonKagu
03-07-2015, 01:22 PM
#77783 please fix this ASAP

Zoloftt
03-07-2015, 04:30 PM
I tried to purchase several APEX for a few toons and the transactions failed (error processing your order, blah, blah...). I contacted my credit card co and they they approved the charges and Glyph (or whatever) then rejected / returned the funds. I didn't have this problem purchasing a sub to the game.

Oh, the emails that stated there was an error processing my orders said to submit a ticket BUT I will not submit a ticket to try and spend money on your game.

Please fix your payments system as I may attempt to purchase APEX in the future.

Thanks and have a great day.


Already canceled my sub, removed payment info due to lack of confidence with your store / billing. Take care.

SonKagu
03-07-2015, 11:45 PM
updated number #77703

Tormentedone
03-08-2015, 08:05 AM
We're really sorry about this, but we're not able to complete your order right now. This can happen for a number of reasons, and there may be some things you can do to help.
Why did this happen and what can I do about it?
#78596
I added a credit card, your site wouldnt take that. I removed my paypal and readded it. Your site wouldnt take it either.
What gives?



We take security around our customers' accounts very seriously. This order might have raised one of our security flags that you can clear by filing a Purchase Support Ticket. We'll have someone look into the order on our side, and once we're sure it's really you, we'll be able to get you all set!
If your account was compromised in the past, it may have a past block on it. You can also get in touch with us here, and we'll be happy to get you back on your feet again quickly.
The bank or service that issued this payment method may have blocked this order. You may want to get in touch with the payment provider and make sure the order can go through on their side.
You may want to try a different payment method entirely.
You may also want to try again tomorrow. Sometimes when people order too much, too fast, the billing services may interpret an order as attempted fraud. If this is how you normally order or plan to in the future, you can also get in touch with us here. We can verify it's really you, fix you up for this order, and make sure you don't get blocked in the future.

We really wish that there was no need for any of this. We'd love nothing more than to make sure your order gets into your hands as soon as possible. And we thank you very much for your patience!

Tormentedone
03-08-2015, 08:28 AM
Date Type Status Details Amount
Mar 8, 2015 Debit Card Signature (2769) Purchase-TRION *RIFT167676714,877-708-7466,CA, Pending Details -$10.00 USD
Related TransactionsDate Type Status Details Amount
Mar 8, 2015 Authorization to TRION *RIFT167676714,877-708-7466,CA, Completed Details -$10.00 USD
Merchant: TRION *RIFT167676714,877-708-7466,CA,
Purchase Date: Mar 8, 2015
Authorized Amount: -$10.00 USD
Authorization Date: Mar 8, 2015
Time: 07:23:33 PDT
Status: Completed

Moly
03-08-2015, 08:33 AM
Hello Tormentedone, i think your order in under review.
You should soon get a new mail saying that your purchase is completed or cancelled after review. Let's some time at the Billing service to check on your order.

Tormentedone
03-08-2015, 08:34 AM
Greetings from Trion Worlds,
We are very sorry, but we were not able to approve your recent purchase order: (228096181).
We have not charged you for the following items:



Date of Order: March 08, 2015, 2:16:50 PM (UTC)
Order Number: 228096181

Note: All is not lost! You may be able to fix this issue by:

Verifying your payment method and retrying your purchase.
Using another valid payment method.





The payment method is valid, based on the above Authorization on my account...

Moly
03-08-2015, 08:36 AM
Did you purchased twice quickly ? sometimes it raise a flag. Wait about one hour before send a new order if issue still occuring open a ticket

Tormentedone
03-08-2015, 08:39 AM
Im no longer spending money on this game. So its not an issue. I needed 14 apex. I REFUSE to go through this for even one of them. Much less buying that many of them. You can keep your game.

Moly
03-08-2015, 08:42 AM
I needed 14 apex

I think that the numbers of Apex you ordered raised the flag. I am agree that apex should be able to be ordered with *quantity more than one by one it would prevent those issues.

Remember that those flag are here to protect us against account's hackers as our payments methods are saved on our accounts
Gm and BSR will provide you some help on this case

Tormentedone
03-08-2015, 08:49 AM
Except that the order that failed, was the first one. I didnt order 14.




I think that the numbers of Apex you ordered raised the flag. I am agree that apex should be able to be ordered with *quantity more than one by one it would prevent those issues.

Moly
03-08-2015, 08:53 AM
From time to time, players will run into an issue preventing them from adding a payment method, or completing a purchase. If you run into any of these problems, please submit a help ticket (https://trionworlds.zendesk.com/hc/en-us/articles/204400287-Contacting-Trion-Support). Our support team will work with you to get this fixed up as soon as possible.

Then you may should open a ticket or try CS.live support (https://support.trionworlds.com) right now. Good luck on your case

Tormentedone
03-08-2015, 08:57 AM
Nah, they arent getting money out of me. That system is ******ed

Stell
03-08-2015, 07:44 PM
Gm help pls~! im unable to make a purchase again.. ticket #79382...

iRichmond
03-09-2015, 02:31 PM
ticket #80168

MCBOB
03-10-2015, 07:09 AM
Ticket# 80901

This is starting to get old. I tried to purchase $100 worth of credits with a $100 gift card. Then they ask you what your secret answers were, but they don't ask you the questions. You also can't go back into your account to see what the questions were. Sorry, but I can't remember which secret questions and answers I picked out 11 months ago.

Edit: I got the order to go through. Some gift cards do not require, but suggest you register the gift card on their website, which attaches a billing address to the card. I think Trion will auto decline some of these cards if there is no real billing address attached. Just a heads up for those who are having trouble.

Moly
03-10-2015, 07:18 AM
Then they ask you what your secret answers were, but they don't ask you the questions. You also can't go back into your account to see what the questions were.

Quite long ago but i heard something like that, did you tried to change language on that page where they're asking you secret answers. Not sure it still working but give it a try
Or contact support (https://support.trionworlds.com) They should be able to give you the question

GM Hummingbird
03-10-2015, 09:32 AM
Hey guys!

Once again if you've posted about your purchase issue here and have submitted a ticket you should have already received a response! :o

MCBOB, you are right regarding prepaid cards needing to have an address registered before they can be used. I'm glad to hear you were able to get it sorted out, but again I'm really sorry for the inconvenience.

Also, while the security question field is required on the ticket submission form, you can always put N/A or Unknown if you don't know the answers. These are generally used for players wanting to update their account information, and aren't made visible for security reasons. Should you not know the answers off the top of your head and still need to verify your account, Support will be able to ask your actual security questions.

If any of you are having purchase issues, please be sure to check out our Support article on the causes of failed purchases (https://support.trionworlds.com/hc/en-us/articles/203372328-Troubleshooting-Failed-Purchases). If your issue persists, submit a ticket (https://support.trionworlds.com/hc/en-us/articles/204400287-Contacting-Trion-Support) and post your reference number here so we can help you out!

oneandonlyAccuracy
03-10-2015, 03:37 PM
Need help to make these purchases smooth

#81436

ironicsilence
03-10-2015, 05:27 PM
order 228665703
order 228662766

ticket 81635

Lox
03-10-2015, 05:42 PM
Order #228654894

Ticket #81650

Says there was an error with my purchase, but money was taken from my account.

oneandonlyAccuracy
03-10-2015, 05:58 PM
Help please GM <33333

#81436

oneandonlyAccuracy
03-10-2015, 06:15 PM
Continue the help please <333

#81436

Fasti
03-11-2015, 01:59 AM
Continue the help please <333

#81436

Try your purchase and see if the issue happens again.

smatr
03-11-2015, 02:20 AM
Greetings from Trion Worlds,

We have reviewed and accepted your order (228753883), but there was an error when your order was processed. You have not been charged by Trion Worlds for the following items:

ARCHEUM SECRETS PACK

Date of Order: March 11, 2015, 8:01:26 AM (UTC)
Order Number: 228753883

Unfortunately, this can happen for a number of reasons and here are some steps that could help fix this issue:
Please verify your payment method and re-try your purchase.
Try another payment method. Click the link below or paste it into your browser to get started:
http://store.trionworlds.com/account/account-summary.action
The bank or service that issued this payment method may have blocked this order. You may want to get in touch with the payment provider.
If you continue to experience difficulties when making a purchase, please fill out a Purchase Support Ticket or visit our Support Center: https://support.trionworlds.com
We apologize for any inconvenience this has caused you.

Sincerely,
Trion Worlds Account Services







FOLLOW US ON:








Đ2015 Trion Worlds, Inc. Trion, Trion Worlds, Glyph, and their respective logos, are trademarks or registered trademarks of Trion Worlds, Inc. in the U.S. and other countries. All other trademarks and logos belong to their respective owners. All rights reserved.

This is a service email related to your use of Trion Worlds games and/or services. Please note that in accordance with our Privacy Policy, you may periodically receive service emails even if you have elected not to receive direct marketing emails. To learn more about Trion's use of personal information, please read our Privacy Policy.

Trion Worlds is located at 1200 Bridge Parkway, Suite 201, Redwood City, CA 94065

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Please do not reply to this message.







please continue helping
number-(82008) ,(82011)

smatr
03-11-2015, 02:33 AM
GM can u please reply am really awaiting ur reply and heard a lot about you so posted with great thoughts of being helped quickly plz reply i really need help

Lox
03-11-2015, 03:26 AM
Thank you GM Fasti <3

smatr
03-11-2015, 03:34 AM
Ticket numbers-(82008)
(82011)
still i cannot purchase
what is the problem i don't understand did all that was said on the thread still no progress still cant buy anything :'( plz help fasti

Arialun
03-11-2015, 03:48 AM
@GM Fasti

How long usually it takes for any purchases that under review to be accepted? I'm using Paypal for purchasing credit/apex from Glyph before, it works but today it put me under review.

Moly
03-11-2015, 04:49 AM
@GM Fasti

How long usually it takes for any purchases that under review to be accepted? I'm using Paypal for purchasing credit/apex from Glyph before, it works but today it put me under review.

Heard about 30 to 240 minutes
But even if it's regularly accepted sometimes it got rejected

Arialun
03-11-2015, 04:55 AM
Heard about 30 to 240 minutes
But even if it's regularly accepted sometimes it got rejected

Thanks for the answer, I got my purchase accepted within 30 minutes. :)

smatr
03-11-2015, 01:08 PM
placed purchase again plz plz accept this time or else am dead :'(

smatr
03-11-2015, 01:29 PM
again cancelled wtf is wrong >.<

GM Hummingbird
03-11-2015, 01:40 PM
Everyone so far should have had their issue addressed! :o
If you're still having trouble, please update your ticket so we can continue to help you out!

For any of you experiencing a similar issue please check out support pages on troubleshooting failed purchases (https://support.trionworlds.com/hc/en-us/articles/203372328-Troubleshooting-Failed-Purchases), and submit a ticket (https://support.trionworlds.com/hc/en-us/articles/204400287-Contacting-Trion-Support) if you require further assistance.

smatr
03-11-2015, 01:54 PM
ticket number 82008 still nothing
placed an order n got rejected again
what is this ????will i ever get accepted

smatr
03-11-2015, 01:55 PM
Greetings from Trion Worlds,

We are very sorry, but we were not able to approve your recent purchase order: (228654653).
We have not charged you for the following items:



Date of Order: March 10, 2015, 11:27:37 PM (UTC)
Order Number: 228654653

Note: All is not lost! You may be able to fix this issue by:
Verifying your payment method and retrying your purchase.
Using another valid payment method.
We truly apologize for this inconvenience. If you continue to experience difficulties when making a purchase, please fill out a Purchase Support Ticket detailing your situation and we will be happy to help!
Sincerely,
Trion Worlds Account Services







FOLLOW US ON:








Đ2015 Trion Worlds, Inc. Trion, Trion Worlds, Glyph, and their respective logos, are trademarks or registered trademarks of Trion Worlds, Inc. in the U.S. and other countries. All other trademarks and logos belong to their respective owners. All rights reserved.

This is a service email related to your use of Trion Worlds games and/or services. Please note that in accordance with our Privacy Policy, you may periodically receive service emails even if you have elected not to receive direct marketing emails. To learn more about Trion's use of personal information, please read our Privacy Policy.

Trion Worlds is located at 1200 Bridge Parkway, Suite 201, Redwood City, CA 94065

Please note, this email message was sent from a notification-only address that cannot accept incoming email.
Please do not reply to this message.

smatr
03-11-2015, 01:55 PM
seeee :'( :mad:

smatr
03-11-2015, 01:59 PM
plzzzzzzzz acccceeeppppt

smatr
03-11-2015, 02:04 PM
what can i do plzzzzzzzzzzz will i ever get accepted :'(

Lox
03-11-2015, 08:37 PM
Okay so the attempt yesterday was refunded to me today, but two other mysterious debits have appeared (have supplied sreen shots in my updated ticket #81544) AND I attempted to make the purchase again as suggested, and exactly the same thing happened. The money has been released to you and taken from my account, yet you say there is an error (and will no doubt tell me that my money is in limbo). I understand that you may not see a successful transaction but when you can clearly see that the money IS there prior, and then has been removed, and have made numerous purchases using the very same method previously, there is a problem on your end! To me it seems like there is an error occuring while having to wait for someone to check over the purchase to ensure I am human.

It is ridiculous to have to go through this cycle continuously to try and make a purchase!

raceoflegend
03-11-2015, 11:50 PM
Ticket Number: 83228

Attempting to purchase multiple APEX. After 2 purchases in a row, it started blocking my next purchases. Would appreciate it I could be unblocked quickly.

smatr
03-12-2015, 03:01 AM
what shall i do still cant buy :'( should i re-order plz help???

Fasti
03-12-2015, 03:23 AM
what shall i do still cant buy :'( should i re-order plz help???

You will want to add a new payment method (https://support.trionworlds.com/hc/en-us/articles/203372928-How-do-I-add-my-credit-card-or-Paypal-information-to-my-account-) and try again, yes, please. Update your ticket if that doesn't work for you.


Ticket Number: 83228

Attempting to purchase multiple APEX. After 2 purchases in a row, it started blocking my next purchases. Would appreciate it I could be unblocked quickly.

Looks like you're already good to go. Update your ticket if not. Thanks!

Stormblaze
03-12-2015, 10:34 AM
@GM Fasti

please help :( I've been trying since Tuesday and no luck. Cant set up a payment method at all...

Ticket #81512 and 83645