Unable to process the payment

Goibot

Does anyone having this problem have a middle initial listed on the credit card you are trying to use? Just wondering because I do. Unfortunately ESO's subscription page does not provide a place for you to enter it. I have tried using it without it and placing it after my first name but it still comes out with "unable to process the payment". Last months subscription was charged without it.

I swear this is being done by a bunch of rookies.

MissTreated

sorry for the *** picture but wth, I log in this morning I get account has expired i log into the account page tells me my password is incorrect, yet it still allows me to log onto my account, so I change my password, I change my payment method and this is what I am faced with, Zenimax what is going on ?

VertLV

4 hours waiting on the email response now... 1.5 hours on the call back.

Horrid customer service. These guys make Blizzard look good, really good.

VertLV

I received my call back and CS is sending me a 24 hour code and elevating my issue.

It's not fixed but that is a workable solution, for now anyway.

TheScorpion

Can you be kind and let us know if and when you receive the code.... curious how long it takes... I wasn't even offered a code to continue playing!

Ulvich

TheScorpion wrote: »

Can you be kind and let us know if and when you receive the code.... curious how long it takes... I wasn't even offered a code to continue playing!

When I placed a request for a call back I got the call in less the 5 minutes. My 3 day pass showed up in my email about 10 (or less) after I got off the phone, and I was able to log into the game. This all happened today (June 10).
While my issue has not been fully resolved CS took care of me really quickly. I am surprised to see others with the same issue as me having poor experiences with CS.

TheScorpion

My experience was awesome in the beginning. I just ground to a halt after it was suggested to go buy their game card by email after I already signed up for and was accepted for the payment plan I used to buy the game.

After spending most of the afternoon reading through many topics in the forums today, I may just take my losses and go back to playing the incredibly fun Neverwinter where all this payment plan drama does not exist and can play for free. ....and I can make purchases in game with the same prepaid credit card ESO's subscription system won't work with. Sorry ESO, I tried giving you my money but I won't beg you to take it!

I bought this game because I have been an ES fan since day one and have played ALL of them. For me, they game awesome entertainment value for the dollar for everyone through Skyrim. I even bought the Alduin's Wall hoody, an ESO T-Shirt and a couple of Skyrim "I Hate Morndas" coffee mug from their online store because I was pleased with their product and name. I can no longer say the same and it is sad to see the franchise come to this. It's almost like a completely different Management team threw this together without doing the proper homework needed to make it the same success the previous titles had.

superbigd_77_ESO

I have the same problem but I also noticed something else. My sub was activated on May 12th....unless I'm counting wrong...a 30 day sub should not have expired until June 11th....why am I locked out a day early? I know its only a day but....a day that I paid for none the less.

Ulvich

superbigd_77_ESO wrote: »

I have the same problem but I also noticed something else. My sub was activated on May 12th....unless I'm counting wrong...a 30 day sub should not have expired until June 11th....why am I locked out a day early? I know its only a day but....a day that I paid for none the less.

I noticed this on my account as well. My account doesn't expire until the 11th, and yet they tried to take a payment on the 10th.

Oevaag_Bur

I'm truly rather peeved to hear that this is still an issue. I had to give up and buy a game card from a store in the end to get an active sub working. Genuinely starting to believe that this issue is likely keeping 20-25% of people who played the 1st month away from the game People who actually WANT to play the game but can't because of this.

For those with outstanding tickets...... contact your cc/bank/whatever now and get their fax number. You're going to need it to get those holds on your account lifted and your money back Unless you want to wait the full time your cc/bank allows for these things to just expire anyway (30-45 days for most).

I've 40 days remaining on my sub and if I'm not able to pay with my credit card again when that time runs out I won't be renewing until I can.

I've suggested it a few times now but you need to add a buy game time option to your shop. That is buy NON-RECURRING sub option of 1/3/6 month with the same discounts. Seriously. I was able to buy the game from you with ZERO issues. I changed NOTHING between the time of that purchase and trying to buy a 6 month sub yet, the latter won't go through.

KeynesAlley

I'm having the same problem.

ESO managed to use my paypal account successfully 4 times now (pre order of Imperial edition, palomino horse upgrade, May's subscription and taking £1 today), but can't manage to get this month's payment to go through.

I have over £2,000 in my checking account.

If you can use my details to take £1 from my account today, then you can take the full subscription out.

EDIT: corrected for clarity (I removed the extra "out" in the last sentence)

yiasemi

My bank declined after trying to ring me while I was busy at work (teachers can't really answer the phone in class). Sorted it out after work. Apparently, people my age shouldn't be playing games. Ah well. They said nothing last month. Or when I set it up. Or any other game I purchased. Must be a quiet month at my bank.

Elyniana Mhuani

You have got to be kidding me...i have been waiting since yesterday for a reply from CS about my payment decline and the first mail i get from them is this

"Greetings Paul,

We're sorry to see that you've canceled your subscription to The Elder Scrolls Online, and we'd like to take this opportunity to hear your direct feedback in this brief questionnaire. Please click here to take the survey.

Thank you for taking the time to share your thoughts. Your account and characters will always be waiting for you if you choose to rejoin your friends in Tamriel.

Regards,
The Elder Scrolls Online Team"

Can i get some extra hands to facepalm me please?

Leeta

How long have they been ''working on a fix'' for this now? 3 months soon?? If they havent found a 'fix' now they wont...

Ulvich

Yesterday after I spoke to CS on the phone they closed my written ticket. This morning I woke up to find a new email from them, and my ticket reopened.

Ulvich

Leeta wrote: »

How long have they been ''working on a fix'' for this now? 3 months soon?? If they havent found a 'fix' now they wont...

I have 2 days left on my 3 day pass. If they can't fix this issue by the time the 3 days expires I won't be renewing. I really had high hopes for ZOS and ESO. I wanted to see this succeed and become something great. I still do, but I am rapidly losing faith in them.

Goibot

This morning I contacted my bank. Nothing wrong with my card or account. I knew this but was just checking. The CS at my bank told me that they are not seeing anything from ESO except the charges they did on the previous month and the original purchase. So I set up paypal using the same card. The $1 authorization charge hit ok for both accounts. Lets see what happens when they charge for the subscription today.

These people have some serious problems with their billing department.

TheScorpion

Not just billing, but customer support too. They come on strong appearing to want to help you but all they do is sidetrack the issue and make suggestions for other options. They are the ones that accepted the initial $80 for the game and in the same transaction approved the payment type to establish the reoccurring payments.

The problem would go away if they would drop the reoccurring payment and replace that with a reminder system your sub is coming due and allow everyone to use the one-time method of paying for the subscription.

Their attempt to thwart the game hackers by locking them into a sub in order to get into the game has no doubt caused a lot of people problems with the billing system.

Obviously they never did their homework before implementing the billing system and as proof of that they accepted my purchase via paypal which has a prepaid card attached for payments without first warning me that prepaids don't allow for reoccurring payment plans to be attached to them. I would NOT have bought this game if I would have been told this!!!!

I have purchased over the last 8 years 152 games online using paypal with a prepaid cc attached to it and NEVER had a single issue doing so. I think I am pretty much done with this game since there is no support that is working here and they don't bother to keep their interested clients in the loop or offer FREE game time in order to keep their payed / paying clients happy while they sort out their problems with the billing.

It costs them nothing to allow us who paid for the game to continue playing during the time they work out their issues. On top of not being able to play now, I have spent additional money on long distant calls to the cc card provider and paypal to verify I don't have an issue with those services.

Instead, they leave all of us hanging, no forum responses, not expressed ounce of concern that they are totally pissing off their affected customer base.

Ok, rant over, my 2 cents worth thrown in and I wish all of you good luck with all of this.

Fairydragon3

superbigd_77_ESO wrote: »

I have the same problem but I also noticed something else. My sub was activated on May 12th....unless I'm counting wrong...a 30 day sub should not have expired until June 11th....why am I locked out a day early? I know its only a day but....a day that I paid for none the less.

@superbigd_77_ESO and @Ulvich‌
There are 31 days in May.

Fairydragon3

TheScorpion wrote: »

Obviously they never did their homework before implementing the billing system and as proof of that they accepted my purchase via paypal which has a prepaid card attached for payments without first warning me that prepaids don't allow for reoccurring payment plans to be attached to them. I would NOT have bought this game if I would have been told this!!!!

This is something that you should have known when you got the card. Don't blame ZOS for you trying to use something that would have never worked in the first place

jimdove

same here, with paypal. I dont think ill bother getting them to fix it. Might fire up secret world for the summer

Zeeed

U know what after 2 days of sending emails back and forth i give up..
They cant even fix my payment not to mention bugs.
So no money from me till you fix ur *** and get servers to eu.

TheScorpion

Fairydragon3 wrote: »

TheScorpion wrote: »

Obviously they never did their homework before implementing the billing system and as proof of that they accepted my purchase via paypal which has a prepaid card attached for payments without first warning me that prepaids don't allow for reoccurring payment plans to be attached to them. I would NOT have bought this game if I would have been told this!!!!

This is something that you should have known when you got the card. Don't blame ZOS for you trying to use something that would have never worked in the first place

Regardless of what you think I should have known or not, they are the retailer that is required to follow the strict guidelines of their online payment systems and as such should have implemented the proper checks on the payment method used before agreeing to allow a consumer to make a purchase that would be a problem later on.

I have never had to deal with a reoccurring charge before and the point here being is THEY approved the payment method on their end without first implementing all safeguards to prevent something like this from happening.

The consumer should be forewarned of any issues that could arise from the method of payment they use, not take $80 first then tell the consumer they have to find another way to pay for the subscription.

It's obvious all you people who are defending their means are on the Zenimax payroll since you all try to put the blame on me. Like I said, if I was informed this would be the issue, I would have either made other payment arrangements or not bought the game in the first place but THEY approved the method I initially made which in my books formed and validated the conditions for me to be able to play the game. That is THEIR responsibility as a business, not mine. If I choose a method that won't work then they should prevent me from making that choice, NOT take $80 first then inform me to change the method before I can play again. How simple do I have to make this for you bunch of ESO defenders to get this through your thick skulls? It's plain and simple bad business practice.

I have been using the prepaids for years and years without any issues like I have here. My method of payment should NOT have been approved for the initial purchase and subscription and as a e-commerce business, it's up to THEM to protect themselves and provide an honest and non-misleading means for people to do business with them. They can't even get it right for holders of REAL credit cards so go troll elsewhere or at least see it for what it is.

I'm done with this whole stupid mess. I will take my losses and give my money to a company that want's it and appreciates my business.

Fairydragon3

Does you bank let you know of every little buisness practive that they do, and this is on the prepaid cards side,the fact is the only place that says that you cant use a prepaid credit card for a subscription based transaction is on the cards' WEBSITE. ZOS has nothing to do with the fact that it's prepaid. This only affect the subscription, not the game purchase. and some people have worked around this by using the prepaid card to supply paypal.

We would all love that every buisness practice was plainly explained to us, but that's just not that easy. unfortunately the bottom line is, it's is up to the consumer to know what they are buying. if they are unhappy with the service they are free to take their money elsewhere just as you said. Yes this billing is affect some people, but it doesn't affect all, and the problem usually occurs in between the two institutions involved. You really can't blame one side or the other, because the problem occurs when they act together. Pretty much this is this just like if you brought your credit card to a ball game and they only accept cash at the stadium. They have an ATM machine, but it cost money. Because to the situation from both sides you know have to go to the ATM to get chas, and pay for the ATM service, or not go to the game.

Phantorang

ZOS_TristanK wrote: »

Hi, folks. If you haven't done so already, please check to make sure that your billing address at account.elderscrollsonline.com and on your payment method match exactly even down to the punctuation (for instance, if you use Street and Robert on your bank account, be sure not to use ST. and Bob on your ESO account). Sometimes editing the billing information on your ESO account will resolve the issue.

If your billing addresses are identical and you are still having payment troubles, please let us know!

in account.elderscrollsonline.com I cant find anywhere to fill in any adress, in the Account Summary its only which country, and no adress is in any of the links either.

TheScorpion

Fairydragon3 wrote: »

Does you bank let you know of every little buisness practive that they do, and this is on the prepaid cards side,the fact is the only place that says that you cant use a prepaid credit card for a subscription based transaction is on the cards' WEBSITE. ZOS has nothing to do with the fact that it's prepaid. This only affect the subscription, not the game purchase. and some people have worked around this by using the prepaid card to supply paypal.

We would all love that every buisness practice was plainly explained to us, but that's just not that easy. unfortunately the bottom line is, it's is up to the consumer to know what they are buying. if they are unhappy with the service they are free to take their money elsewhere just as you said. Yes this billing is affect some people, but it doesn't affect all, and the problem usually occurs in between the two institutions involved. You really can't blame one side or the other, because the problem occurs when they act together. Pretty much this is this just like if you brought your credit card to a ball game and they only accept cash at the stadium. They have an ATM machine, but it cost money. Because to the situation from both sides you know have to go to the ATM to get chas, and pay for the ATM service, or not go to the game.

Well you just proved to be another idiot that doesn't see the situation for what it is... THEY ACCEPTED all of this but using paypall to test payment with a 1$ transaction that wasn't the same as the transaction I agreed and they agreed to perform for the subscription. They should have taken the subscription out right then and there as the test, not perform a test transaction that is NOT the same as the transaction we agreed to make.

Your analogy of the situation is way off key here, the ball park doesn't take your money then NOT let you watch the game. The bank informs you of ALL it's policies when you enter into any transaction with them regarding payment plans, nothing is hidden. The very fact that there are ESO paid forum trolls here to push blame on the consumer for their lack of proper planning and execution of an e-commerce environment just blows me away and if you want to defend them on this then you show they are just another scamming corporation taking advantage of any mechanism available to take consumers money.

Any site I have previously tried to use a prepaid on that didn't accept prepaids for whatever reason has been up front and prevented the payment from being made. I would expect the same of any and ALL businesses!

YOU and everyone else that has defended their position on this matter is the reason they just lost another paying customer.

Fairydragon3

what is the country set to, is it the same as your card?

TheScorpion

Fairydragon3 wrote: »

what is the country set to, is it the same as your card?

You obviously just troll the forum without reading full details! THEY took the initial payment which wouldn't have happened if any details were wrong! geeeesh! Find something better to do with your time or get a life!

traasdahlb16_ESO

Had the same issue here.

Contacted CS by mail, got an answer 1 hour later, two mails back and forth and they gave me a three day promotional code for compensation. The whole process took two three hours to complete. So very satisfied with the CS service.

Will try again in three days, and hopefully they have fixed the issue.

BaKaNoOB

the new Visa 3D authentication maybe ?