Payment Failed

GrimMauKin · July 2014

I've had a PayPal subscription since day one; today I've had an email from Zenimax advising that my payment was declined. The Zenimax subscription is still active so I've cancelled it and set up another and I'll wait and see what happens.

Has anyone else had issues with their subscriptions lately?

LariahHunding · July 2014

I gave up on using Paypal. I think that is was some info didn't match up and the payment kept canceling. The emails on the accounts were different is what I think.

GrimMauKin · July 2014

It's worked since April. Despite setting up a new PayPal subscription my account page is showing no active subscription (payment failed) and I can't log into the game.

GrimMauKin · July 2014

I've just cancelled the new subscription which also didn't seem to work and have set up a third which has straight away given me a failed payment email (plenty of money in the account).

If ESO wasn't so bug ridden I'd blame PayPal but it's probably down to Zenimax. I'm not going to break my back sorting this out; I've been debating cancelling my subscription for a while due to Zeni's inability to sort out some major bugs; maybe this is a sign!

LariahHunding · July 2014

Don't know if they still do, but paypal use to let you setup a temp credit card number to use, maybe that would work.

Vantor · July 2014

Not working for me either...

Clansman2013 · July 2014

Same here, just got a notification my payment failed.

Amsel_McKay · July 2014

Same here but with Credit Card... Have a feeling something is broken...

Amsel_McKay · July 2014

I would also add that: https://account-testing.elderscrollsonline.com/account/billing/change-subscription looks like a scam URL...

Clansman2013 · July 2014

lol, I just checked my PayPal account, and the payment fully processed on the 7th July, so no idea what the hell is going on, but i'm guessing the problem is with Zenimax.

Artighur · July 2014

It looks like a email sent from a dev server, they just forgot to switch the email off :P

Drinkycrow · July 2014

same here but i see the transaction as pending...figures we go from fps bugs to banking errors :P

rophez_ESO · July 2014

I just got an email that my Amex account was declined. Checked card.. no problems. Not sure what's up.

michael.kuijpersb16_ESO · July 2014

Have you guys added a bank account to paypall or credit card? Since almost every company isnt accepting bank payments on paypall because of the delay ...

That is the reason i coulnt use paypall anymore for everything of that stupid update on paypall their side ...

Clansman2013 · July 2014

Looks like they are working on the account system. Try going to https://account.elderscrollsonline.com/

Auri · July 2014

Same to me. My PayPal account shows payment as completed. It looks like a failure to comply with the terms of the contract by Zenimax.

Malachi_DeCuir · July 2014

I was informed through my ticket that the maintenance may be the cause but no eta on when it will be back up.

bigscoothb14_ESO · July 2014

ETA on maintenance?

Riksis · July 2014

Same issue here. Received email that my paypal subscription was declined. Paypal shows the transaction as completed.
My ESO account shows that I have 28 days left and next payment is due 08/08.

Sent ticket (140710-002667) to find out whether that email was a legit email or some scam attempt.

If it is the former than Zenimax should solve the issue why they consider the subscription failed whereas paypal considers it complete.

If it is the latter than I wonder how somebody got the combination of the email address registered at Zenimax together with the email used for paypal. That combination should only exist somewhere in Zenimax's system and if the email is scam than Zenimax has some major leakage.

Fissh · July 2014

forums with this? CALL THEM!!!! They will happily work this out with you over the phone. This in forums for a solution is just crazy.

Tabbycat · July 2014

You can add me to the list of people that got this email. Called my CC and it shows the transaction on their end. Checked my account page from my bookmarks and it shows my subscription is active and not scheduled to bill again until next month. I can log into the game as I just tested that out as well.

I wonder what's going on.

kiralia · July 2014

This is an ongoing problem which crops up with new threads by new people it hits every month. Far as I am aware they still don't really know how to fix it. My boyfriend has about a month left on a 2 month gametime card he was forced to buy in order to continue playing...will have to see if it has been resolved for him at the end of that time or not.

So far suggested fixes from CS have included making sure the address on your eso account EXACTLY matches that on your cc (no abbreviations, no extra initials, no commas or anything else in the the wrong place) and changing your email address.

Tabbycat · July 2014

kiralia wrote: »

This is an ongoing problem which crops up with new threads by new people it hits every month. Far as I am aware they still don't really know how to fix it. My boyfriend has about a month left on a 2 month gametime card he was forced to buy in order to continue playing...will have to see if it has been resolved for him at the end of that time or not.

So far suggested fixes from CS have included making sure the address on your eso account EXACTLY matches that on your cc (no abbreviations, no extra initials, no commas or anything else in the the wrong place) and changing your email address.

That would make sense if mine was a new account. But this is the same CC I've been using since launch and all the other payments have gone through just fine.

kiralia · July 2014

yup same story been hearing every month, just hits new (as in new to the bug not the game) each month. Do a search on the forum for subscription or payment or renewal or refused and you will find plenty of threads about it. They tend to sink because the issue does not get resolved and players give up fighting so no longer have forum access.

Khazad · July 2014

Yeah, I got an email a few days ago saying the payment was cleared. Today, another email saying the payment transaction failed. Despite this, I could still play the game.

After getting a hold of Customer Support, things seem all clear - no apparent issue with my account, everything charged and processed as it should. I've never changed my CC info, or added/adjusted anything, didn't max myself out, and it's worked fine since release... so it was kind of weird.

Can't really explain it, but other than freaking me out with a random "YOU HAVE NOT PAID

" email, it hasn't actually caused me any problems.

kiralia · July 2014

hmm maybe they actually fixed whatever the problem has been in the past blocking payments then, and for some reason the failed mail is just still coming through. Not perfect but if it means people actually get to play I'll take it lol

kewl · July 2014

I just got the same issue.

"We were unable to process the payment for your subscription to The Elder Scrolls Online. Without an active subscription, you won't be able to continue your adventure!"

But PayPal and my Bank show the withdrawal and payment as complete. Why is there a discrepancy?

EDIT: Just received this

"Thank you for coming to The Elder Scrolls Online Customer Support Team! I'm sorry there is some confusion with the two reports. I'd be happy to look into this so you would no longer need to be concerned. I took a look at the account attached to xxxxxxxxxxxxxx and I see you in your billing history that everything is going swell. We are in the final stages of payment and you should be able to access the game. As to the reason for the e-mail that is indeed interesting.

None of your past transactions had any issues with our system and so there is no reason you should have received it that I can discern from your records. I would say that you can disregard it, but of course keep it in hand for the sake of future reference if you run into any other troubles. In the mean time you should have find in your renewed game time!

Finally, I apologize for this false alarm and the inconvenience it has caused you."

Iago · July 2014

The only way to not have payment problems with this game is to buy the 60 day time cards from Wal-Mart, all other forms of payment have one issue or another

Tabbycat · July 2014

kewl wrote: »

I just got the same issue.

"We were unable to process the payment for your subscription to The Elder Scrolls Online. Without an active subscription, you won't be able to continue your adventure!"

But PayPal and my Bank show the withdrawal and payment as complete. Why is there a discrepancy?

EDIT: Just received this

"Thank you for coming to The Elder Scrolls Online Customer Support Team! I'm sorry there is some confusion with the two reports. I'd be happy to look into this so you would no longer need to be concerned. I took a look at the account attached to xxxxxxxxxxxxxx and I see you in your billing history that everything is going swell. We are in the final stages of payment and you should be able to access the game. As to the reason for the e-mail that is indeed interesting.

None of your past transactions had any issues with our system and so there is no reason you should have received it that I can discern from your records. I would say that you can disregard it, but of course keep it in hand for the sake of future reference if you run into any other troubles. In the mean time you should have find in your renewed game time!

Finally, I apologize for this false alarm and the inconvenience it has caused you."

Thanks for posting this. I'm guessing my situation is the same as yours. At least I can still log in and play the game. If I get locked out, I'll contact customer support and find out what's up. Otherwise, I'll just figure it's one of their billing bugs.

pbourey75 · July 2014

I Have been debating Canceling As Well Guess They Made It Easy For me.

jasuk70 · July 2014

I've had the same thing happen too. Mine is with a credit card. My subscription is active so I'm assuming the second email was an error on ESO's part.