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Unable to process the payment
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fromtesonlineb16_ESO✭✭✭✭✭
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Yet another case of ZOS breaking something that worked fine.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!
Tell me what purpose this deliberate breakage achieves? What worked before shouldn't be broken now.
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Sakiri✭✭✭✭✭
✭✭TheScorpion wrote: »My issues is a little different, my paypal has a prepaid VISA card attached and apparently prepaids don't allow for reoccurring charges on them (I didin't know that, never popped up before).
They should not have allowed me to buy the game and sign up for reoccurring subscription all at the same time making me spend the initial $80 on the game using the prepaid, I should have been stopped there and informed it wouldn't work down the road. Not very impressed and relieved to know more people out there are having the same or similar issue as I am....maybe it will get fixed sooner than later. They should lift the subscription for anyone who has already played their free month until they sort it out on their end. After all it is their system having issues
I call bullpucky.
I've run recurring subs on prepaid MasterCards and Visas without issues.
Maybe it's just Paypal that can't process it?
I *have* noticed an issue sometimes(Blizzard, and they fixed it last I saw) where if it's a prepaid card that doesn't require you to provide information, like some Visa gift cards. If you don't have to register "billing information" with the card, it can fail.0 -
Ulvich✭✭✭✭✭TheScorpion wrote: »My issues is a little different, my paypal has a prepaid VISA card attached and apparently prepaids don't allow for reoccurring charges on them (I didin't know that, never popped up before).
They should not have allowed me to buy the game and sign up for reoccurring subscription all at the same time making me spend the initial $80 on the game using the prepaid, I should have been stopped there and informed it wouldn't work down the road. Not very impressed and relieved to know more people out there are having the same or similar issue as I am....maybe it will get fixed sooner than later. They should lift the subscription for anyone who has already played their free month until they sort it out on their end. After all it is their system having issues
I call bullpucky.
I've run recurring subs on prepaid MasterCards and Visas without issues.
Maybe it's just Paypal that can't process it?
I *have* noticed an issue sometimes(Blizzard, and they fixed it last I saw) where if it's a prepaid card that doesn't require you to provide information, like some Visa gift cards. If you don't have to register "billing information" with the card, it can fail.
Int his case it is an issue with ZOS. I posted a thread which describes what is going on:
http://forums.elderscrollsonline.com/discussion/comment/991755#Comment_991755
- BETA Group: 85 b 9
Savior of Nirn, Volendrun Vanquisher, Monster Hunter, Adventurer Across A Decade, Grand Master Crafter, Explorer,
Tamriel Skyshard Hunter, Tamriel Master Cave Delver, I Like M’aiq, Tamriel Trailblazer, Treasure Chest Hunter, Commemorative Defender,
Commemorative Conqueror, Commemorative Safebox Looter, Commemorative Pathfinder, Commemorative Skyshard Hunter, Commemorative Cave Delver, Commemorative Pathfinder, Commemorative Incursion Breaker.
- Hit hard. Hit Fast. Hit Often.0 -
GossiTheDog wrote: »I just received a call from CS and have resolved the situation. I hope this solution helps others as well.
The problem lies not with the credit card but with our email addresses. In an effort to stop spammers (who according to the rep use outlook.com for a large number of bad accounts), they have decided to not accept payments if your account is attached to an outlook.com email account. Outlook.com is not the only email provider that has been blocked.
To correct this problem you must change your email address. This can only be accomplished by contacting CS via phone or email.
After my email address was changed the payment went through with no problems at all.
Good luck all, I hope we all get it figured out.
This is amazing. Headdesk, Zenimax - for not communicating this anywhere at all, even to their own first line and 2nd line CS people. cc @ZOS_MattFiror.
This is NOT a solution! When their efforts of preventing spammers from getting in the game thwarts real paying customers/players from being able to use their existing email address then their corporate decision making is going in the opposite direction it should be. They want us all to be supportive and patient while they fix their issues yet the way they are doing that by making us change our lives to meet their requirements.... I don't think so! I've used the same email for every single game account I have ever created and never heard of such trash. What company that knows what they are doing even attempts this?1 -
Oevaag_Bur✭✭I'd maybe believe half of these "solutions" if ZoS would just answer one question.
Why did my original purchase for the game go through with zero issues yet, without my making any changes to my details on the account page, the sub' transactions won't ?0 -
TheScorpion wrote: »My issues is a little different, my paypal has a prepaid VISA card attached and apparently prepaids don't allow for reoccurring charges on them (I didin't know that, never popped up before).
They should not have allowed me to buy the game and sign up for reoccurring subscription all at the same time making me spend the initial $80 on the game using the prepaid, I should have been stopped there and informed it wouldn't work down the road. Not very impressed and relieved to know more people out there are having the same or similar issue as I am....maybe it will get fixed sooner than later. They should lift the subscription for anyone who has already played their free month until they sort it out on their end. After all it is their system having issues
I call bullpucky.
I've run recurring subs on prepaid MasterCards and Visas without issues.
Maybe it's just Paypal that can't process it?
I *have* noticed an issue sometimes(Blizzard, and they fixed it last I saw) where if it's a prepaid card that doesn't require you to provide information, like some Visa gift cards. If you don't have to register "billing information" with the card, it can fail.
You need to spend the bucks on the long distant call to your prepaid credit card company and ask them yourself before calling bullpucky. I called them to inquire why the transactions were failing and they specifically said "Prepaid Visa CC's can't be used to setup reoccurring transactions". I haven't used the PP Mastercards so I can't speak for those ones. Before calling someone on what they post, make sure you have your facts straight.0 -
kiralia✭Zen are still keeping silent on the boards about the issue (well about any issue really) so not like they are giving a definitive answer yet. And the solution my boyfriend chose rather than not being able to play with me was a 60 day timecard so he can't test out the email thing yet.
So has anyone actually found any of the CS solutions to work? Obviously I do not mean using prepaid cards.Edited by kiralia on June 16, 2014 10:48AM0 -
GossiTheDog✭✭✭✭✭@kiralia, paying via PayPal works around the Zenimax merchant authorisation issues.0 -
Well, ZOS got back to me for the first time in a week via email, new support person, had to explain it all over again only to be asked the same questions and try the same suggestions previous support personal asked/suggested. I have not retried to renew my sub in almost a week so last night I tried once again.
All my info matches ESO, Paypal, and Prepaid Visa. I took screen shots of every page of the process and compiled an email with a visual step by step process of my effort to renew and sent that to them last night. I even took screenshots of all 3 companies address info they have on me and included those to show them my info is correct. Also took screen shots of the Paypal and PrePaid transaction screens right from those websites to show those transactions in my personal accounts for those 2 companies.
In the screenshots I sent they could see I was clearly billed the $1 amount and can clearly see I paid my cell bill with the same prepaid visa card. This tells me my card works fine.
I phoned the prepaid company and they specifically said prepaids can't be used to setup reoccurring charges. I have relayed that info to support a couple of times now but they keep arguing that it WILL work. lol Really getting tired of all the sidestepping they are doing and really, they should be assigning ONE support person for each ticket. I have so far had different support people emailing me, all of which ask me the same questions over again or instruct me to try the same things over again! Frustrating as hell!
I am hoping to hear back something from them today. I can't possibly give them any more info than they have to sort their end out.
I find it odd they don't make some provisions for the effected players to be able to continue to play their game until they sort out their billing system. I have heard of others given game time codes but I have been offered nothing, only suggested to go buy their prepaid game time card.
This has to be the worst billing system I have ever come across!
Edited by TheScorpion on June 16, 2014 2:44PM2 -
The part of all this that makes no sense is this:
They allow onetime payments using THEIR prepaid gametime card. Correct me if I am wrong here but those cards can be bought off the shelf at say Walmart as is with no further info on the purchaser. Said card can then be used by anyone with a valid ESO account as their "ONE-TIME" subscription payment.
How in the world is that more secure than providing VALID Paypal account info or VALID registered PrePaid Visa?
They say the reoccurring subscription is to thwart off hackers and spammers and control bots. How could they possibly accomplish that if they allow the one-time game card payment method with so little info needed to activate. Basically they don't get any other information from users of their prepaid gametime card than they already have in the users ESO account.
This makes NO SENSE AT ALL!
This tells me they are feeding us a bunch of bull by saying the the reoccurring method is to thwart off the would be hackers. To me, this is just a method to try to lock people into a payment plan so they can see the big picture of just how many users will continue to use the game, it has NOTHING to do with their security and if it does then someone needs to explain this to us in a way that WILL make sense!0 -
kiralia✭Someone mentioned that this thread had been 'sunk' in an attempt to gloss over how bad of a problem this has become. I have seen talk of thread sinking here before...what exactly is it? It appears it is a deliberate forum action by mods but how can you tell if it has been done?0
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GossiTheDog✭✭✭✭✭This thread isn't sunk as it has been updated by this post. Sinking = a Vanilla Forums option (which Zenimax use) to 'sink' a thread, i.e. if people keep posting it doesn't bump back up the topic list. As a community manager you can use it to shift attention away from negative or disruptive problems.0
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fromtesonlineb16_ESO✭✭✭✭✭
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And the ZOS CMs have clearly been well trained on its use.GossiTheDog wrote: »This thread isn't sunk as it has been updated by this post. Sinking = a Vanilla Forums option (which Zenimax use) to 'sink' a thread, i.e. if people keep posting it doesn't bump back up the topic list. As a community manager you can use it to shift attention away from negative or disruptive problems.
Edited by fromtesonlineb16_ESO on June 19, 2014 2:06PM0 -
Darkestnight99Soul ShrivenI guess I wasn't the only one that has the same issue then, I tried with my VISA, American Express and Master Card, none of them are working. I called my my credit card service hotline, they told me that they saw the request, and they approved, nothing is on hold and my balance is more than enough to cover the funds. I used those cards for other games back in the past and never have any problems. I believe that must be ESO's billing department's problem. I requested a call back services, hopefully someone contact me soon... I really don't want to buy those prepaid game cards...0
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Well I have finally received a small bit of satisfaction after more than 2 weeks of unable to pay for my sub.... they gave me 3 free days, but that ONLY came after a dozen and a half emails back and forth and providing them with emails I received from PayPal and providing them with screen shots of the whole process that fails. I really hope they can solve this before the 3 days are up because I really don't want to be prevented from playing again...
I suggest if you do up a support issue and receive email with your ticket number that you reply requesting to ONLY deal with 1 CSR otherwise you will be going in circles having to explain the problem over and over again0 -
bobebo17b16_ESOSoul ShrivenI have the exact same problem, but 1 months later. 9 august.... WHATS WRONG.
I submitted ticket 3 hours ago. I tried and tried but it never work.0 -
KoreNestisSoul ShrivenZOS_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!
I am having similiar issues but my bank does show the payment is pending.... But elderscrolls page says billing information wasn't correct......
So i payed up!...... But i cannot play,
Someone help please We have contacted our Customer support team to help you solve your issue.0 -
ZOS_TristanK✭✭✭✭✭
✭Went ahead and created a ticket for you, @KoreNestis. Our support team will be in touch via email. Thanks for your patience!0