Cannot buy new chapter

Chaos2088 · June 8

Everytime I go to buy the new chpater from the store I get: "The card you entered is not supported. Please enter another card or try another payment method"

I do not have another card or paypal to use, kinda wanna play the new chapter

ZOS_Kraken · June 8

@Chaos2088 We are aware of and investigating this issue. We have information located here: https://help.elderscrollsonline.com/#en/answer/65632.

You can also keep an eye on this thread where there is already a discussion of the issue: https://forums.elderscrollsonline.com/en/discussion/658920/credit-card-problem-i-cant-buy-eso-subscription/p1

Chaos2088 · June 8

Thank you for the reply - but not problem solving for my situation.

LostScot · June 8

Feel your pain bud, been unable to use my card to make purchases for ESO since the 29th of April when it last worked. All we're getting is "we are aware and investigating" but it's been that way for a month and still no progress. As someone with direct experience of the payment processing industry and integrations, I know that issues like this are typically solved in a day or two (if I was tasked with fixing it and it took any longer I'd be hanging my head in shame).

If it takes longer than a couple of days to resolve then there are other reasons for it not being fixed. We've been at that stage for the last month, and with so little communication from Zenimax it's abundantly clear that this is not a high priority for them to sort out, if indeed they do want to.

LostScot · June 8

@ZOS_Kraken offered a link to one of the topics on the issue, here are several more so you can get a better overview of public statements by Zenimax pertaining to their efforts to fix it.

https://forums.elderscrollsonline.com/en-gb/discussion/658370/unable-to-purchase-crowns
https://forums.elderscrollsonline.com/en-gb/discussion/659450/card-issue
https://forums.elderscrollsonline.com/en-gb/discussion/659867/i-was-ready-to-come-back-and-give-gold-road-a-try-d

You can probably tell I'm doing my best to keep awareness high on this issue since it's definitely low-priority for Zenimax to address. Here's hoping their bean counters from the accounts department finally notice the impact on revenue and insist that it gets fixed, because it's obvious that pressure from players is quickly dismissed.

Chaos2088 · June 9

I did a ticket and got this:

Greetings!

Thank you for contacting The Elder Scrolls Online Team regarding the Payment Issues you're experiencing.

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.

If you would like to be notified when this article is updated, log in to the website and select "Subscribe to Article" at the bottom of this page.

Regards,
The Elder Scrolls Online Team

I cannot use anotehr card - the other card I have says the exact same thing....

So basicaly I cannot buy anything from Elder scrolls online....but you can use the same card deets for my eso+ as sending me a scripted reply about the issue is really not helping and making not want to bother, hey if you do not want my money....

LostScot · June 11

ZOS_Kraken wrote: »

@Chaos2088 We are aware of and investigating this issue. We have information located here: https://help.elderscrollsonline.com/#en/answer/65632.

Does Zenimax plan to update that support article? It has remained unchanged for over a month. Little point subscribing to an article that doesn't get updated with new info.

Furthermore the article is a copy/paste of this one https://help.elderscrollsonline.com/#en/answer/6404, and has zero relevant information to the issue we have all encountered when attempting to use various credit or debit cards throughout the months of May and June. It has one extra paragraph at the start that says Zenimax is investigating.

Shame that Zenimax' customers have been able to figure out the cause of the problem weeks ago, have offered to help fix it, and yet Zenimax appears to be as ignorant about the issue as on day one. The question is whether that ignorance is wilful.

ZOS_Bill · June 12

An update regarding this issue has been posted in the following thread found here. Since there are multiple discussions ongoing regarding this topic, we've decided to close this thread. You can continue the discussion in the thread linked above.