Unable to purchase crowns

RyanStrife · May 9

So I tried to buy some crowns only to be told that my card is not supported. It is valid and has been used plenty of times to make purchases but apparently not anymore. Anyone else have this issue?

ZOS_Hadeostry · May 10

Greetings,

After further review we have decided to move this thread to a category we think is more appropriate for this topic, as it's an account/billing issue.

Thank you for your understanding

LYESHAMBLES · May 10

I am also having this issue. Tried multiple cards on multiple devices and browsers

dRudE · May 10

Same

ZOS_Bill · May 10

We are receiving reports of players getting the error "The card whose details you have entered is not supported. Please enter the details of another card or try another payment method", when attempting to purchase Crowns or ESO Plus on the website. While we are investigating this error, please attempt to use a different payment method. Our FAQ below has some additional information that may help.

Why am I getting a "The card whose details you have entered is not supported" error when trying to make a purchase on the ESO website?

RyanStrife · May 11

Thank you so much for the update Bill. Hopefully the team can solve the issue.

Sugram22 · May 12

i guess its the same issue
https://forums.elderscrollsonline.com/en/discussion/658497/whats-wrong-with-with-purchase-cant-buy-strange-error/p1?new=1

ZOS_Bill wrote: »

We are receiving reports of players getting the error "The card whose details you have entered is not supported. Please enter the details of another card or try another payment method", when attempting to purchase Crowns or ESO Plus on the website. While we are investigating this error, please attempt to use a different payment method. Our FAQ below has some additional information that may help.

Why am I getting a "The card whose details you have entered is not supported" error when trying to make a purchase on the ESO website?

this doesn't help me, and its first time in my new rig/pc
https://help.elderscrollsonline.com/#en/answer/65632

on steam i got this far with adding cash to steam wallet (final stage/verification)
https://us.v-cdn.net/5020507/uploads/editor/zs/sz0vz9z63crs.png
if issue were something blocking javascript then i wouldn't have gotten that far with steam

also did it in 2browsers

as small compensation, until u get this fixed unlock arcanist for 1time, so i can make 1arcanist

, cant make more unless i later buy Necrom

Sugram22 · May 12

ZOS_Bill wrote: »

We are receiving reports of players getting the error "The card whose details you have entered is not supported. Please enter the details of another card or try another payment method", when attempting to purchase Crowns or ESO Plus on the website. While we are investigating this error, please attempt to use a different payment method. Our FAQ below has some additional information that may help.

Why am I getting a "The card whose details you have entered is not supported" error when trying to make a purchase on the ESO website?

sins ur getting reports/tickets already i wont report it, cause ur team already knows the issue

Sugram22 · May 14

maintenance didn't solve the issue, still

https://forums.elderscrollsonline.com/en/discussion/658497/whats-wrong-with-with-purchase-cant-buy-strange-error/p1?new=1
i thought the hole point for this maintenance was to fix this issue
ESO Store and Account System for maintenance – May 14, 9:00AM EDT (13:00 UTC) - 12:00PM EDT (16:00 UTC)

the message comes when i enter 6th number, when i changed that 6th number randomly i found a number that made this message (the card you entered is not supported. please enter another card or try another payment method.) vanish and i agree button below was enabled again, before it was grayed out, but sins this number was not correct i changed it back to correct number and then this message was back (the card you entered is not supported. please enter another card or try another payment method.), also when i added more numbers the message was back, but yea issue starts from 6th number

Sugram22 · May 14

ZOS_Bill wrote: »

We are receiving reports of players getting the error "The card whose details you have entered is not supported. Please enter the details of another card or try another payment method", when attempting to purchase Crowns or ESO Plus on the website. While we are investigating this error, please attempt to use a different payment method. Our FAQ below has some additional information that may help.

Why am I getting a "The card whose details you have entered is not supported" error when trying to make a purchase on the ESO website?

i use random number to describe how i half to write my address numbers (street name 576/1-4) if u say that's a issue well then i cant write my address, this link doesn't give any examples/alternatives

Please replace any special characters with English-language equivalents (e.g.: use ae for ä, ue for ü, oe for ö, ss for ß, e for é/è)
and when it comes to city i replaced ä with a cause with ae no1 can understand what i mean, cause it feels like ur saying i should replace ä with ae what would change my city name/make it unrecognizable, so if that's the case ESO store needs serious fixing

what i mean is what's in the link/page isn't as detailed to understand it 100%, and if i do understand it correctly then as i said it means ESO store needs serious fix, i cant write address in a way that it doesn't make sense

also in 2021 i didn't have any issues with purchasing stuff
and master card is my only payment method

Sugram22 · May 15

RyanStrife wrote: »

Thank you so much for the update Bill. Hopefully the team can solve the issue.

sins they haven't publicly announced that they will do maintenance to fix this i have my doubts that they will do anything sins we are in minority and high ups made calculations that this loss will be minor if we no longer can use ESO store, and if high-up's say no eso team cant help

if they don't publicly announce it then don't get ur hopes up

we are investigating can remain investigation and not move further, can come to a halt

i have EXP with some games, small number of ppl get overlooked

about what was said in this thread
https://forums.elderscrollsonline.com/en/discussion/658497/whats-wrong-with-with-purchase-cant-buy-strange-error/p1?new=1

@furiouslog i give them end of this month max (but i hope it gets done by end of this week, i want to play arcanist already)

@Sakiri i have master card and so does my brother same issue with both

gamergirldk · May 17

this is really annoying i had to use paypal to renew my eso+ not any of my 2 main cards Visa and Mastercard are working on this site now

Sugram22 · May 17

gamergirldk wrote: »

this is really annoying i had to use paypal to renew my eso+ not any of my 2 main cards Visa and Mastercard are working on this site now

that sucks, some can use visa but cant use master and some cant use master and can use visa

LostScot · May 18

Same issue for me. Attempted to purchase crowns using the same card used for all my ESO purchases over the last year and a half, only to be greeted with the same message as the rest of you:

"The card you entered is not supported. Please enter another card or try another payment method."

I mentioned in the support ticket I logged that the JavaScript validation is kicking in after I enter the first 8 digits of my card, that's incorrect - it kicks in with the red error message after entering the first 6 digits. As soon as the client-side validation kicks in, it greys out the payment submission button.

My ticket number is 240518-005896. I don't have another method of payment to use @ZOS_Bill - when do you think this JavaScript validation issue on the Zenimax website will be resolved? It's not a problem with my financial provider, the Zenimax website isn't getting as far as letting me submit the payment.

Sugram22 · May 19

LostScot wrote: »

Same issue for me. Attempted to purchase crowns using the same card used for all my ESO purchases over the last year and a half, only to be greeted with the same message as the rest of you:

"The card you entered is not supported. Please enter another card or try another payment method."

I mentioned in the support ticket I logged that the JavaScript validation is kicking in after I enter the first 8 digits of my card, that's incorrect - it kicks in with the red error message after entering the first 6 digits. As soon as the client-side validation kicks in, it greys out the payment submission button.

My ticket number is 240518-005896. I don't have another method of payment to use @ZOS_Bill - when do you think this JavaScript validation issue on the Zenimax website will be resolved? It's not a problem with my financial provider, the Zenimax website isn't getting as far as letting me submit the payment.

for me the red message kicks in when i enter 6th number and then i agree button become grayed out

ZOS_Bill · May 21

@LostScot

Please check your forum inbox for an update on your ticket.

Sugram22 · May 22

@ZOS_JessicaFolsom
[COMPLETE] ESO Store and Account System for maintenance – May 22, 4:00AM EDT (8:00 UTC) - 6:00PM EDT (22:00 UTC)
but sadly this is still not fixed

LostScot · May 25

According to WorldLine Global this issue occurs when a merchant does not enable all regions for accepted payments - sometimes this is done to reduce the cost of the plan between WorldLine Global and the merchant (in this case Zenimax).

Basically they won't tell me the specifics of their arrangement with Zenimax (as you'd expect), instead they've made it clear that unless Zenimax chooses to re-enable payments for certain banking regions (notably Europe) then a significant number of European-based card issuers will not be able to make purchases through the ESO web site. The list of affected IINs they have emailed me include my bank Natwest, along with a large swathe of IINs from Santander and Barclays. These are 3 large European banks!

@ZOS_Bill Any chance you can check with the bean counters at Zenimax and ask them to ensure their WorldLine Global configuration hasn't recently changed please? Or as I alluded to in my support ticket, should we be keeping the bean counters in the dark about this, let them discover the financial impact for themselves? Bet that would end up with someone putting their fist in their mouth when they realise the mistake!

Sugram22 · May 25

LostScot wrote: »

@ZOS_Bill Any chance you can check with the bean counters at Zenimax and ask them to ensure their WorldLine Global configuration hasn't recently changed please? Or as I alluded to in my support ticket, should we be keeping the bean counters in the dark about this, let them discover the financial impact for themselves? Bet that would end up with someone putting their fist in their mouth when they realise the mistake!

i have no clue how to check it

HerrPulaRau · May 26

Hey guys,

I have the same issue. I checked the requests done. Seems that the get IIN details request is failing.

From a quick analysis, the response comes with isAllowedInContext: false, thus setting the validation to false. It seems that isInstallments param is sent as a string ("false") instead of bool (false). That string will most likely convert to true (depending on code and language used on server).

According to documentation (https://apireference.connect.worldline-solutions.com/s2sapi/v1/en_US/go/services/getIINdetails.html?paymentPlatform=ALL) it should be a boolean. The isRecurring param is sent as bool as expected.

Maybe that is the issue? I could make a curl request to actually check but I will not because maybe some security checks are in place (to see if the sender is who needs to) and I don't want to get banned or something for a test

.

If that is not the issue (well... I am fairly sure the request response isAllowedInContext is the reason why is blocked, but not sure the reason is that boolean, need additional testing to check that) then either the response is wrong (missconfig / fail on wordline part) either the request has another issue...

Note: By missconfig it can actually be what @LostScot said. That would be... intentional "missconfig" to reduce cost?

I want to give you money... and play

. Had a long week and not having to deal with inventory in eso right now would've been great... just want my usual eso+. I can help you debug if you want...

Yayree · May 28

I'd really like it if they could address the problem at all. Tell us what's going on.

Garethjolnir · May 28

Same problem here. Card all of the sudden doesn't work anymore, i.e. "The card you entered is not supported. Please enter another card or try another payment method."

LostScot · May 28

Apparently my ticket has been escalated. Hoping that if the relevant people are looking at it, they'll soon be able to confirm what has already been established in this and the other topic:

Some IINs (issuer identification numbers, the first 6 digits of your card) are no longer permitted for use with purchases through the ESO store.
This affects purchases of crowns, ESO+ subscriptions, and the base game or upgrades.
Worldline Global have advised me that this is typically due to a customer's subscription not being set up to permit all global regions for payments.
The issue did not exist prior to the 30th of April 2024. (I made a purchase on the 29th of April)

@ZOS_Bill any chance you can get us some sort of update on this please? I appreciate that we've got the expansion launch coming up so people are going to be busy. Thing is, won't this affect sales and potentially have a negative impact on customer perceptions if they find themselves unable to purchase the upgrade after it goes live?

It's obviously affecting sales at the moment - there's a bunch of us here eager to give Zenimax our money! (but not through PayPal, please - that's just torturing us!)

Serpentwing · May 28

How about stop using bots on your replies and accually answer if your working on the problem or you stopped care about the problem and consider us a no costumers and our money is irrelevant for the company.

Sugram22 · May 29

Serpentwing wrote: »

How about stop using bots on your replies and accually answer if your working on the problem or you stopped care about the problem and consider us a no costumers and our money is irrelevant for the company.

seems they don't care as long the number of ppl with this issue is small

RexyCat · May 29

Sugram22 wrote: »

Serpentwing wrote: »

How about stop using bots on your replies and accually answer if your working on the problem or you stopped care about the problem and consider us a no costumers and our money is irrelevant for the company.

seems they don't care as long the number of ppl with this issue is small

I don't think the number of people are small, but as this isn't mention on main page or General Forum which most user of forum would follow then this issue will be kept swept under the rug.

Those "options" for payment methods are also moving responsibility over to PayPal or PaySafeCard.

Sugram22 · May 30

RexyCat wrote: »

Sugram22 wrote: »

Serpentwing wrote: »

How about stop using bots on your replies and accually answer if your working on the problem or you stopped care about the problem and consider us a no costumers and our money is irrelevant for the company.

seems they don't care as long the number of ppl with this issue is small

I don't think the number of people are small, but as this isn't mention on main page or General Forum which most user of forum would follow then this issue will be kept swept under the rug.

Those "options" for payment methods are also moving responsibility over to PayPal or PaySafeCard.

i guess then we half to turn to social media, who turns to twitter who turns to other platform, but we need to spread it

LostScot · May 30

@ZOS_GinaBruno @ZOS_MattFiror Are you aware that your credit card payment system is broken?

LostScot · May 30

As an informational update, I want to share this list of IINs. Most of these are not accepted at the ESO Store since May 2024. These are just some of the IINs for Barclays Bank in the UK. You can use this site to look up the IINs for your own bank and test them on the ESO store.
https://bincheck.io/gb/barclays-bank-plc

As well as checking the IINs from both of my cards, I ran through a bunch of other IINs from my bank and was able to confirm what Worldline Global have told me.

RexyCat · May 30

ZOS_Bill wrote: »

We are receiving reports of players getting the error "The card whose details you have entered is not supported. Please enter the details of another card or try another payment method", when attempting to purchase Crowns or ESO Plus on the website. While we are investigating this error, please attempt to use a different payment method. Our FAQ below has some additional information that may help.

Why am I getting a "The card whose details you have entered is not supported" error when trying to make a purchase on the ESO website?

Any progression @ZOS_Bill on this issue? We are now close to Gold Road will go live on server, so I would like to use my VISA Debit Card to purchase Gold Road with Pre-purchase items before that date.

You, ZoS, have had more then 2 weeks (first post started at 9th Mai) to get your ESO Store to accept European VISA Debit/Credit cards and Master Card.

American Express isn't a common card where I live and PayPal could cause issues as PP allow to pay without founds and then decide to make a charge back which there also have been people here on Forum reporting about as they got banned even when they had make sure to have funds on PayPal.

dinokstrunz · May 31

Yeah this issue sucks, buying crowns is impossible at the moment. Any chance this could get resolved any word on this being resolved soon?