Also unable to purchase Turbine Points

[Amafets]

Also unable to purchase Turbine Points

Until December last year I happily purchased TP regularly using PayPal but from mid- to late-December and including all this year I've been unable to buy any TP at all.

What has changed? I'm still able to use PayPal and my credit card for purchases online, just not from the DDO Store anymore.

Skipping PayPal and using the card directly in the DDO Store doesn’t work either. Plus this method wants USD or EU which is a more expensive option as I’m in the Australasia / South Pacific Region but it doesn’t work anyway.

The first message that comes up is "ERROR" "We're sorry. There was an unexpected error." then it has a 'continue' link with writing underneath..... "2016-08-25, 20:08:48 Mozilla/5.0 (Windows; en-us) TurbineBrowser/3.0 AppleWebKit/535.19 (KHTML, like Gecko) Chrome/18.0.1003.1 Safari/535.19 Awesomium/1.7.4.2"

When I click "CONTINUE" it says "Unfortunately we cannot process your payment at this time"
"We are always working hard to make your experience better. Please take a moment and leave your comment"

It then has details of the transaction (item, transaction number, details, etc).

Having tried most of this year I'm wondering is there going to a fix for the problem (as I'm not the only person it is affecting) or is there a way around it? My once huge supply of Turbine Points has dwindled alarmingly and is seemingly unable to be replaced.

I’m sorry if this has been posted in the wrong place or is not properly formatted for these types of things. This is my first and likely last post.
Any help is welcomed. Thanks

[cdbd3rd]

Right place.

Being the weekend this may not get attention until Monday, but CS_Alkaid has been good at watching the forums for threads like this.

[SSG_Alkaid]

I have been summoned!

The first message that comes up is "ERROR" "We're sorry. There was an unexpected error." then it has a 'continue' link with writing underneath..... "2016-08-25, 20:08:48 Mozilla/5.0 (Windows; en-us) TurbineBrowser/3.0 AppleWebKit/535.19 (KHTML, like Gecko) Chrome/18.0.1003.1 Safari/535.19 Awesomium/1.7.4.2"

When I click "CONTINUE" it says "Unfortunately we cannot process your payment at this time"
"We are always working hard to make your experience better. Please take a moment and leave your comment"

Well then. When you bring up the store in game, try updating your payment information first by clicking on your username in the top-right corner of the store overlay and then click 'My Payment Accounts'. From here, you should be able to update your information and save a payment method to your account. Once saved, you should then have no issue making purchases through the store. If your payment details are saved and you still can't make a purchase, CS can assist you with a manual purchase if you reach out to us via email. If you can't have nice things at all and your payment details won't save, toss in a ticket anyway and we can take a closer look into what the issue might be. Contact details are in my signature.

Keep in mind that your card needs to be associated with the same area that you are playing the game from. If your billing information is tied to an address in Australia but you actually happen to be playing from another country, this may be part of the issue. Additionally, sometimes PayPal accounts may now require you to transfer money directly into your PayPal balance before you can use PayPal with online merchants.

Let me know how it goes!

[cdbd3rd]

I have been summoned!...

I heard a rumor that taking weekend time to help folks out can cause swelling in your greenis.

[Amafets]

Thanks cdbd3rd and CS_Alkaid.

It would appear that I’m unable to save PayPal as my payment method in the Store.

Opening My Payment Accounts it says “No saved payment accounts”.
Clicking ‘+ Add account’, has two choices ‘Quick Payments’ (Credit / Debit Cards), and ‘Popular Payment Methods’ (PayPal).

After clicking PayPal I get the exact same error message as before – “Error – We’re sorry there was an unexpected error” but clicking CONTINUE here, returns me to the “No saved payment accounts” screen with an additional message in red, “Operation cancelled by the user’.

I have not relocated and as mentioned earlier I can still use PayPal just fine on other sites and for online purchases elsewhere, it’s only stopped working in the DDO Store. My last successful purchase using PayPal in the DDO Store was on 2 December 2015 (33,500 TP).

I’ve never ever had to transfer money into the PayPal account before using it. Is this a new requirement from DDO?

Thanks for the quick replies, both in the weekend too

[SSG_Alkaid]

I heard a rumor that taking weekend time to help folks out can cause swelling in your greenis.

There are so many comments I want to make right now. :X.

I’ve never ever had to transfer money into the PayPal account before using it. Is this a new requirement from DDO?

From what I gather, this is something that PayPal itself is requiring in some cases. You may want to reach out to PayPal directly for more information; we had another player report a similar issue (sorry, I don't remember who!) and they were able to resolve it by adding the funds directly after contacting PayPal.

[Amafets]

Well then. When you bring up the store in game, try updating your payment information first by clicking on your username in the top-right corner of the store overlay and then click 'My Payment Accounts'. From here, you should be able to update your information and save a payment method to your account. Once saved, you should then have no issue making purchases through the store.

This works. Manually entering credit card details in "My Payment Accounts" allows purchases through the store. PayPal would be better because currency conversion is instant and it works out cheaper. Using PayPal also means not having to enter credit card details on the site, but I'm happy to report it works AND just in time for the bonus points sale!! Yay!
Thanks very much for your help

[SSG_Alkaid]

This works. Manually entering credit card details in "My Payment Accounts" allows purchases through the store. PayPal would be better because currency conversion is instant and it works out cheaper. Using PayPal also means not having to enter credit card details on the site, but I'm happy to report it works AND just in time for the bonus points sale!! Yay!
Thanks very much for your help

Awesome, glad to hear it worked for you!

[stgo]

Hi CS_Alkaid,

I'm also experiencing a similar issue. I have been paying for my VIP subscription via PayPal for several months now without issue. Suddenly, my subscription was "cancelled" without my input early this Nov when my last quarterly subscription ran out. (I saw this in my account history.)

I tried to enroll to a new subscription, but I always receive the following error when I try to pay with my existing PayPal account:

2001: Sorry, this payment method is currently unavailable. Please try again later or select a different payment method

I checked the Pre-Approved payment account in PayPal for Turbine and it is active.

I also tried creating a new PayPal account, but I also get an error there after I select on the PayPal option:

We're sorry. There was an unexpected error.
2016-11-18, 09:11:47 Mozilla/5.0 (Windows; en-us) TurbineBrowser/3.0 AppleWebKit/535.19 (KHTML, like Gecko) Chrome/18.0.1003.1 Safari/535.19 Awesomium/1.7.4.2

I already created a ticket for this on Nov 14, but other than the automated reply, no one has gotten back to me...

Hoping for your assistance.

Thank You and Best Regards

[Krelar]

I already created a ticket for this on Nov 14, but other than the automated reply, no one has gotten back to me...

Did you reply to the automated email? Generally with those if you do not reply they assume that the automated suggestions fixed your problems.

[stgo]

Did you reply to the automated email? Generally with those if you do not reply they assume that the automated suggestions fixed your problems.

Hmmm, I was under the impression that customer support will be contacting me first...

Thank you for your help request. This automated email has been sent to let you know that we have received your help request. You will receive a response from a Customer Service Agent as soon as possible. While you are awaiting a response, please review the below information, as it may help to troubleshoot the issue you have reported.

In any case, I sent my reply already... Hopefully, I'll hear from them soon... ^_^

[stgo]

CS_Alkaid replied to my ticket and arranged to have my VIP subscription processed from their back-end systems but still through my existing PayPal account. Apparently there must still be some kinks in the system when they moved to the DDO-store based subscription management from the old method via the www.ddo.com website.

A big thank you goes out to CS_Alkaid for his assistance!

[Skeggy69]

Is anyone still having issues with upgrading their VIP subscription using PayPal. I have recently tried and my account is still 'Premium' not VIP. There is no record of my subscription in the DDO store but the money has gone out of my credit card and through PayPal. I have made several attempts to contact Customer Support and all I got was 'we're looking into it'... that doesn't help me playing the game ;(

Any suggestions?

Thanks