Unable to process the payment

Tallarra · June 2014

i am also having the same issue and am using paypal. every time i try to pay it fails. though when i go to confirm the order it says on the side 30 day subscription 0.00$ CAD... first i thought it was failing cause i have USD in my paypal rather than CAD but i guess thats not it..

Leeta · June 2014

traasdahlb16_ESO wrote: »

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.

I can tell you right now that it wont be fixed, they worked on a fix for months

VertLV · June 2014

Whelp, my 1 day pass is going to expire shortly. I have lost faith and am just going to move on.

What a waste of money, to have bought the game then have to abandon it because Zenimax can't figure out how to bill. My card has no problem with recurring payments. This is stupid.

Oevaag_Bur · June 2014

traasdahlb16_ESO wrote: »

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.

They won't have. I got the same 3 day offer then spent the next 8 days unable to play waiting for the 1st payment to come off hold so I could afford a game card from a store.

VertLV · June 2014

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.

Ulvich · June 2014

I am not going to change my email address again just to play a video game. If they want my money they are going to have to come up with a better solution then that. And they only have one more day till my 3 day pass expires.

kiralia · June 2014

So far people have been told its:-

a problem with their banking institution/credit card provider
a problem with the address on their card and account not being exactly the same down to not being able to use abbreviations
a problem with using the wrong type of email

And thats just the ones that I know about. But as yet no official statement informing customers about any of this

Somehow it smells like cs clutching at straws without really having a clue what the problem is.

Denjar · June 2014

They just locked my account tonight over the same issue. I know the card is good as I used it to purchase the game a month ago. Nothing on my account was changed since I entered it originally so it's something on ESO's account server side.

Denjar · June 2014

Wait, so they are saying we need to change our email addresses to pay our accounts? That makes no sense at all. I agree that it seems like someone is drawing straws here trying to come up with random reasons why their payment system is broke.

Boredmuseb14_ESO · June 2014

Yeah, my free time is up and no resolution. Got an email saying my sub ran out. I am done. Havent heard from "escalated" CS, and they cant even be bothered to post here to acknowledge the issue.

Im not fighting via email or phone to have the privilege of paying them. Way to figure out new and exciting ways to make a game fail ZMax.

p.s. The email thing is bogus, I dont use outlook. God they are lost.

Zeeed · June 2014

Well after over 400 hours played. Maxing my char in full legendary vr12 gear completing all quests in game. Maxing all professions and 2 horses I quit cause I cant pay ridiculous...

Last email from ZoS
If this is the end of our quest together, then we would just like to say how much we appreciated your support of The Elder Scrolls Online; should you ever choose to return, we will always have a sword and shield ready and waiting. I have confirmed that you do not have a recurring subscription, and please let me know if you would like to have your account with us removed entirely.

Have a good day, and again, we really hope to cross paths with you again in the near future.

Sincerely,

Greg
The Elder Scrolls Online Team

And I cant believe i took 5 days of unpaid holiday for this game lunch !!!! That itself set me back 250 pounds. Guess this is it for game Preorders ect going back to torrents on PC and originals on PS4. They just cant get *** running on PCs nowadays just look at Bugdogs.

Ill still be checking forums and come back with servers in EU when pvp is playable.

jimdove · June 2014

if Zeni cant be *** to take all forms of payment that almost every seller on the internet will take then they dont deserve our money. They have customers who WANT TO GIVE THEM MONEY and they are too incompetent to take the money. Screw them, go spunk the money on the GMG sale thats on atm. which will end as the Steam Summer Sale Begins (PREPARE YOUR ***)

Ulvich · June 2014

A few moments ago I made another attempt to renew my subscription. And once again it failed to go through.
Today my free three days expires. I gave ZOS until today to fix this issue. If they don't want my money then I will spend it elsewhere.
I have tried my best to keep faith and support ZOS as well as ESO. But I truly feel that the issues at hand are the result of poor leadership which I cannot support.
These past few days I have tried reverting back to playing and modding Skyrim. But my experiences with ESO has left such a foul taste in my mouth I can’t even enjoy that now. Every time I think “Elder Scrolls” I cringe. And that is bad.

Dafadau · June 2014

This has happened to me as well. Paypal declined and no alternative payment working.

This is very poor.

Ulvich · June 2014

You know what really frustrates me the most? I have met some really awesome people while playing. The people I have met took away the anger caused by broken quests, bugs, bots and so on.
It bothers me that ZOS is so screwed up that almost all of them have left.

Phantorang · June 2014

I went to my local Game Stop store, thought I was really lucky cause I bought the last Prepaid Game Time card they had. I was adviced to do it in a mail I got from ZoS yesterday after I wrote to them reporting they didnt want my VISA, while I wait for the VISA card issues to be fixed. But no, I am asked to insert Game Registration Code, something we didnt get if we bought a digital copy from Zenimax directly.

So now I sit here with 2 months pre paid game time I cant use either...

I cannot fathom how this is an issue at all, how can a company that is so dependent on income from their playerbase, not have made sure we can pay??

I am frustrated and irritated, this just sucks ass.

Zenimax dont accept my card, so I had to use my card to buy Prepaid game time.. Anyone see the Irony in this?

Zeeed · June 2014

Ulvich cause this game was last hope for myself and many many many other players to move on from WoW.

We ware forgiving them thing after thing after thing but. When i am looking direction this game is going.... It wont last 2 years.

AlexDrago · June 2014

Same problems here, contact to CS, they was great and say me that soon will be a quick fix.
Well, ppl, you know, i looked at window and - yay!- its summer time! Beautiful girls/boys, sun is shining, weather is fine and right now i'm with my friends wants to ride on a lake and make a good time!
And i know, that nothing bad happens with my sorc till i'll be away from Tamriel.
So, have fun everyone!

Phantorang · June 2014

VertLV 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.

So what is a valid email adress? I dont use outlook, but gmail. If I cant use that, then goodbye ESO

Ulvich · June 2014

Zeeed wrote: »

Ulvich cause this game was last hope for myself and many many many other players to move on from WoW.

We ware forgiving them thing after thing after thing but. When i am looking direction this game is going.... It wont last 2 years.

I agree with you. It seemed that most of this game's population came from WoW for one reason or another.
And yeah, if they don't get their act together soon this game won't last much longer.

Zeeed · June 2014

Ulvich from my perspective:

Broken skills and classes. And way they are fixing it ?? NERFS WTF

Whole Stamina system needs overhaul

Magika furnace ---> This set still in game oO

Endgame trials ---> eeee speed runs ?? What ?? Maximum 50 deaths and then reset. Most annoying ever system EVER

Lack of max VR dungeons and ZERO balance of bosses in ones we have. One bos extra hard then you 1 shot the rest WTF ??

Whole itemization system where stats on gear dont do much. Does not matter uch if ur in greens or legendaries. You will still swing that sword for awesome 130dmg...

This game needs about 6 months of patching still.

GossiTheDog · June 2014

VertLV 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.

Ulvich · June 2014

So a few moments ago I got an email from ZOS. They were going to close a ticket I sent in, and wanted me to send in information using an older ticket number. Instead I decided to call them. When I spoke to CS they closed both tickets and opened a whole new one. And with the new ticket they escalated it to billing. And since I spoke to billing two days ago I am right back to where I started.
'Round and round we go.
They kept insisting today my bank has put a hold on my funds. And yet I spoke to my bank and they said all was good. There are no holds or restrictions on my card of any type.
If they don't fix this insanity by the end of the day I am done. And I will never look back.

GossiTheDog · June 2014

@Ulvich, can you pay via PayPal?

Ulvich · June 2014

GossiTheDog wrote: »

@Ulvich, can you pay via PayPal?

I had a PayPal account many years ago. Had a major issue with their security so I closed it.

GossiTheDog · June 2014

Ulvich wrote: »

GossiTheDog wrote: »

@Ulvich, can you pay via PayPal?

I had a PayPal account many years ago. Had a major issue with their security so I closed it.

Roger. Zenimax Online Studios' billing is so broken that if they reject you, you can likely use PayPal with same card to pay (if you want). It's slightly crazy as I gather they've put in some risk controls around catching botters (which are starting to catch you guys out) - the problem is you can bypass those controls by just paying via another payment processor they support.

Ulvich · June 2014

According to other posts in this thread the problem is with the billing dept. And apparently they aren't talking to CS. So with that CS has no clue what is going on, and are only grasping at straws. Does that sound about right?
And from what I gather I'm not the only one seeing this problem.
If they want my money they have until the day's end to take it. Otherwise I'll spend it elsewhere.

Elyniana Mhuani · June 2014

Well this is the solution Zenimax came up with for me..

"Contact your financial institution and make sure they are not blocking that charge on their side.
Check to see if Javascript is enabled in your web browser's settings. If there are any programs that could be blocking Javascript, such as an anti-virus, firewall or web security program, please disable this temporarily while attempting this transaction. If you are receiving a popup asking to run the script, please press yes or accept to run the Javascript for the transaction.
Clear your cookies and try again.
Attempt to complete the transaction in a different web browser (or, if possible, on another computer).
Try a different payment method, such as PayPal.

It could also be an issue with your billing information. Verify that your information is entered correctly, and keep the following in mind:

Do not use abbreviations
Do not use an APO/FPO address
Use a standard US zipcode (5 digits)
If your zipcode is not a 5-digit number, please fill out the other fields correctly, and choose Non-US forState/Province and enter 00000 in the zipcode field. You will be able to update your information at a later date.
Please replace any special characters with English-language equivalents (e.g.: use ae for ä, ue for ü, oe for ö, ss for ß, efor é/è)
Remove any dots, commas, or dashes from the address and post code"

They also sent me a 3-day code to continue playing and for that i am gratefull.
But we found the solution ourself, a few weeks ago the payment was declined on my girlfriends account and whatever she tried Zenimax kept declining it. So we attached my PayPal account to her game account and it went through on the first go. After she saw me bashing my head against the wall because all of this stupid crap we get she attached her PayPal account to my game account (keep in mind her PayPal was declined over and over and over a few weeks ago) and what do you know...without any problems the payment went through $:\$ .

Don't get me wrong i am happy to be ingame again, but this...is just too stupid for words.

kiralia · June 2014

That seems very strange, perhaps it will help them to fix their problem (since its a solution a lot of people would not have the option to try) please make sure to send in a ticket to update them...pretty please.

Tallarra · June 2014

i just tried to pay again with my paypal and it went through finally! i was in contact with support but all they did was transfer me to a "specialized team" i then got a reply from the team asking me to reply to the email to confirm i still needed help and have not heard back yet. i guess they did something cause i was finally able to pay~