Can't purchase the expansion

[Kaboom2112]

PURCHASE CANNOT BE COMPLETED

We’re sorry, your purchase cannot be completed. Possible reasons for this may be:

You have previously purchased the item.
This purchase cannot be applied to your subscription(s).
Offer is no longer available for purchase at this time.
We are currently experiencing technical difficulties.
We are currently performing maintenance.



Is something broken?

[Fallout47]

Is something broken?

Yes.

[Gnominal_Aphasia]

Similar thing here too... I tried a few times yesterday, got some errors (address, account finally recognised as the one I generally use in DDO store but wouldn't let me complete purchase) and the this:

PURCHASE CANNOT BE COMPLETED
We’re sorry, your purchase cannot be completed. Possible reasons for this may be:
You have previously purchased the item.
This purchase cannot be applied to your subscription(s).
Offer is no longer available for purchase at this time.
We are currently experiencing technical difficulties.
We are currently performing maintenance.

So I have no idea if I have managed to purchase the new expansion or not. "Possible reasons for this may be" is such a lame pointer.

EDIT... my bank account tells me I paid for the Expansion even though SSG still isn't sure

[Ausdoerrt]

I get a different one: "Were sorry, no payment methods are available for your Country and/or Currency. Please contact us at help.daybreakgames.com/ for more information on supported currencies."

Even before I get to enter any payment details.

Even though I have a card that works anywhere in the world.

Even though I have a US mailing address.

Even though I've purchased previous xpacks with no issue.

Even if I try this through any VPN location.

Oh, and DDO isn't even listed on the "help" site...


It's like, I'm trying to drop money on the game, but it won't let me. Funny and sad at the same time.

[Palna]

When this happens (did to me too) you can try some workarounds, go to the new market and try to purchase the version you want and when it fails use one of the "bypass-links" in the post below. I used the paypal link and it worked for me.

If you're having issues logging in to the store purchase page, and you use special characters/accents in your password, you might consider temporarilly adjusting your password to something "simpler" to log in there, complete purchase, and then revert back to your previous, more complex password. This seemed to work for some players.

For those stuck on the "Purchase cannot be completed" page, the PayPal bypass link appears to work for many. Make sure you select the edition you want first.

PayPal bypass link: https://account.daybreakgames.com/au...w!input.action

For those unable to complete the purchase via PayPal, this bypass link might work:

Payment Card bypass link: https://account.daybreakgames.com/au...d!input.action

(Make sure to right-click and "Copy link location/address" to get the full link, as the forum compresses it.)

If you're still having issues purchasing the expansion, and none of the workarounds address the issue (simpler password for login issues, no vpn, cleared cache, different browser, bypass link, and using an alternative form of payment), you may need to submit a ticket to account support and request a manual purchase with whatever card you have on file (you can add one via the in-game Store):

Submit ticket: https://help.standingstonegames.com/...s/requests/new

-Bel

[Klarnaar]

I get a different one: "Were sorry, no payment methods are available for your Country and/or Currency. Please contact us at help.daybreakgames.com/ for more information on supported currencies."

Even before I get to enter any payment details.

Even though I have a card that works anywhere in the world.

Even though I have a US mailing address.

Even though I've purchased previous xpacks with no issue.

Even if I try this through any VPN location.

Oh, and DDO isn't even listed on the "help" site...


It's like, I'm trying to drop money on the game, but it won't let me. Funny and sad at the same time.

Hi. I have the same issue. Have you found any workarounds? I've raised a ticket with SSG three weeks ago but nothing.
Also, I cannot buy DDO points in the in-game DDO store. Bought VIP card on the old good DDO market to have some points...

[Ausdoerrt]

Hi. I have the same issue. Have you found any workarounds? I've raised a ticket with SSG three weeks ago but nothing.
Also, I cannot buy DDO points in the in-game DDO store. Bought VIP card on the old good DDO market to have some points...

Hi, the response I've received from support was:

"I have reviewed your account in detail and see that based on your physical location you will not be able to make any payments with Standing Stone Games at this time. I apologize but I cannot assist you with this issue nor can I provide any work-around."

It's unclear just how they determine that, but apparently it's some sort of account flag. Typical workarounds like VPN or even remote access did not work. This means that you likely won't be able to buy anything even if you were to, say, hop on a plane to the U.S. My guess is it's some sort of an account ban, but applicable only to the store.

As for the in-game store, if you have that issue - just forget it. I've had this issue for years, since the introduction of the new DDO Store, and I wouldn't count on getting any help from SSG / support. It's not getting solved / fixed. May or may not be related to the issues with the new store.

DDO Market is the only thing that works, for now.

If you discover a workaround, please do let me know via a Private Message. Thanks!

[thedip]

Hi, the response I've received from support was:

"I have reviewed your account in detail and see that based on your physical location you will not be able to make any payments with Standing Stone Games at this time. I apologize but I cannot assist you with this issue nor can I provide any work-around."

It's unclear just how they determine that, but apparently it's some sort of account flag. Typical workarounds like VPN or even remote access did not work. This means that you likely won't be able to buy anything even if you were to, say, hop on a plane to the U.S. My guess is it's some sort of an account ban, but applicable only to the store.

As for the in-game store, if you have that issue - just forget it. I've had this issue for years, since the introduction of the new DDO Store, and I wouldn't count on getting any help from SSG / support. It's not getting solved / fixed. May or may not be related to the issues with the new store.

DDO Market is the only thing that works, for now.

If you discover a workaround, please do let me know via a Private Message. Thanks!

It would be interesting, and useful, if SSG would inform us what the included and excluded locations are.

[Ausdoerrt]

It would be interesting, and useful, if SSG would inform us what the included and excluded locations are.

In theory, and per terms of service, it's any country except a US-sanctioned location (like N. Korea, Iran etc.).

In practice, it is certainly more limited, probably by some terms of agreement between DDO and Xsolla. Because I'm most certainly not in a US-sanctioned location.

It is possible, and this is pure conjecture, that it was somehow too complicated for SSG to determine specific sanctioned locations, and they banned entire regions, instead.

[Klarnaar]

Hi, the response I've received from support was:

"I have reviewed your account in detail and see that based on your physical location you will not be able to make any payments with Standing Stone Games at this time. I apologize but I cannot assist you with this issue nor can I provide any work-around."

It's unclear just how they determine that, but apparently it's some sort of account flag. Typical workarounds like VPN or even remote access did not work. This means that you likely won't be able to buy anything even if you were to, say, hop on a plane to the U.S. My guess is it's some sort of an account ban, but applicable only to the store.

As for the in-game store, if you have that issue - just forget it. I've had this issue for years, since the introduction of the new DDO Store, and I wouldn't count on getting any help from SSG / support. It's not getting solved / fixed. May or may not be related to the issues with the new store.

DDO Market is the only thing that works, for now.

If you discover a workaround, please do let me know via a Private Message. Thanks!

Initially, I got the same response and asked to escalate as it does not solve my issue, and I don't see any legal restrictions for trading with me or with my country in general and following this there is silence.
I play DDO for ten years but rarely use this forum and don't know it's potential. Could we somehow make the issue more visible via this forum? May be right guys could step in and set a path forward. I have all possible purchases on my account (except for new expansion and some tomes), and I need to understand what to do next. Should I drop everything and start a new account (new game?) or what?

[Klarnaar]

In theory, and per terms of service, it's any country except a US-sanctioned location (like N. Korea, Iran etc.).

In practice, it is certainly more limited, probably by some terms of agreement between DDO and Xsolla. Because I'm most certainly not in a US-sanctioned location.

It is possible, and this is pure conjecture, that it was somehow too complicated for SSG to determine specific sanctioned locations, and they banned entire regions, instead.

As we can see, it's account-based restrictions. I have U.S. number and U.S. mail address that I set for my account, I use VPN, and it does not help me to make purchases for my account, but it works for other accounts.

Speaking about restricted locations - indeed, it's in section 26.5 of the Terms of Service - all countries to which the U.S. has embargoed goods. I'm a citizen of Ukraine and U.S. government regulations related to Ukraine states that only the Crimea region of Ukraine is under restrictions. Personally, I live in Kyiv (500 miles away from Crimea).
Link: https://home.treasury.gov/system/fil..._sanctions.pdf
Exact wording: "Together, these orders authorize, among other things, the imposition of sanctions against persons responsible for or complicit in certain activities with respect to Ukraine; against officials of the Government of the Russian Federation; against persons operating in the arms or related materiel sector of the Russian Federation; and against individuals and entities operating in the Crimea region of Ukraine. "

I may assume that SSG doesn't have a reliable source that provides IPs/CIDRs by the state instead of by country, to reliably block customers in Crimea so that they decided to block all accounts from Ukraine. But it doesn't make them compliant with sanction regulations since I know that players from Russia can buy the new expansion and use the in-game DDO store.

Both Ukrainian and Russian ISPs alike serve customers in Crimea (originally just Ukraine before Crimea's annexation by Russia, but Russia has since then built a cable to connect Crimea to the Russian mainland). I haven't heard anything about old lines being removed. I've seen plenty of (relatively recent) connections from Crimea belonging to CIDRs that still announced as Ukrainian (as well as from Russia), so I think, to be sure about blocking Crimea, SSG would probably need to block both countries.
Proof: https://qz.com/243619/crimea-just-sw...sian-internet/

But I don't want to move the discussion in that direction - definitely, I don't want anyone to suffer the same restrictions that I have for years. I touch this topic to bring awareness regarding the Ukraine-/Russia-related sanctions and problems associated with their implementation.

What I want to hear from SSG is what the reason and the plan for account-based restrictions?

[Ausdoerrt]

I've gone through the same chain back in 2014. Escalated, got a response, but no solution in the end. I don't think SSG particularly cares about proper compliance or resolving the issue.

Indeed, the devs can occasionally step in and comment on an issue, if they think it's worth picking up. I don't believe I've ever gotten a response from the devs on this, only other affected players. Despite topics like this occasionally popping up.

Happy to see SSG prove me wrong, but not holding my breath.

[Ausdoerrt]

In any case, you've encouraged me to go back and contact support again, let's see if it goes anywhere.

[Klarnaar]

I don't think SSG particularly cares about proper compliance or resolving the issue.

There should be some rationalities behind the decision to implement excessive account-based restrictions and cut a market/profit.
If it's because of sanctions, then blocking existing accounts along with IP based restrictions sounds like overkill.

I understand that sanction list verification is not SSG core business, but they can use market alternatives:
1) GeoIP database that gives sub-country granularity;
https://dev.maxmind.com/release-note...y-update-2019/

2) Payment gateways that do not work with sanction regions (e.g. instead of blocking everything, they can limit payment options to PayPal);

3) KYC/AML solutions like http://blockpass.org/ for accounts with high volume transactions.

Looking forward to SSG representative opinion.

[Ausdoerrt]

Should I drop everything and start a new account (new game?) or what?

Just wanted to mention, I'm sure as heck not ditching my 10-year-old account just for a chance to pay more money for what I've already bought.

Unlike you, I've also not had any success on alt accounts (made one for my GF during the summer sales, and it can't get Feywild, either).

I'll try to keep this thread on the front page so that hopefully we get some sort of comment, eventually.


P.S. I've seen some gaming channels raffling off 'gift codes' for Feywild. So they are technically possible, just not available to the players. I wonder if it's be possible for game support to let us pay directly and just give us the codes? Or make a giftable version available for purchase?

[Sho-sa]

I'm in the U.S., so no sanction issues there.

Tried three times to purchase the expansion, my Bank card got dinged each time for $0.10 as they tried to verify the transaction but it would never go through. (Got my money back after a day.)

I guess SSG just doesn't want our money...

C'mon Cordovan, bring back the access codes like every previous Expansion had.

[Klarnaar]

Unlike you, I've also not had any success on alt accounts (made one for my GF during the summer sales, and it can't get Feywild, either).

My setup is Linux PC with OpenVPN to one of IPVanish servers.

I'll try to keep this thread on the front page so that hopefully we get some sort of comment, eventually.

Thank you!

My main concern is not regarding getting the new expansion pack, but about the tendency to release new content, and, potentially, move everything from the existing DDO market to the modern market.
SSG already removed DDO points from the market, leaving me with the single option to earn points - by becoming VIP.

If we will not have access to new content and will not be able to make in-game purchases, all our gear will become obsolete after a few expansion packs. That's why I want to understand if SSG has a plan to address this issue.

The answer "I have reviewed your account in detail and see that based on your physical location you will not be able to make any payments with Standing Stone Games at this time. I apologize but I cannot assist you with this issue nor can I provide any work-around." that was not changed for six years already doesn't work in the light of forthcoming DDO market changes.

I need a clear understanding if there are will and possibilities on the SSG side to do something with improving the sanction restriction implementation, or excuses are all we can expect.

[Ausdoerrt]

I'm in the U.S., so no sanction issues there.

Well there are no sanctions where I'm located, either. Every other online store works fine - including those by xsolla, SSG's provider. Every other online game works perfectly fine - I've played and paid in WoW, Guild Wars 2, Final Fantasy XIV, Aion Wildstar, Neverwinter Online and more with no issue.

It's just DDO, and they haven't done back to look at this issue in 6+ years...

C'mon Cordovan, bring back the access codes like every previous Expansion had.

If not the perfect solution, this would be the easiest way to keep everyone happy, short-term.

Although, if they remove the DDO Market, then even that won't really work.

[Klarnaar]

I want to add that I not in the sanction region as well. I have paid subscription for Spotify, YouTube, Netflix and use cryptocurrency exchanges with strict AML/KYC regulations.
Indeed, it's just DDO support that mindlessly copy-pastes boilerplate about "physical location".
With this thread, I want to push this issue up to people who supposed to make money with that game.
I know that Wizards are looking for VP, DnD (https://www.linkedin.com/jobs/view/2259667226/) with a focus on "growing audience and revenue world-wide" so there are should be someone in SSG who will pick this up.

[Ausdoerrt]

Gotta keep this thread on page one so that we get a reaction.

So far, no further response from support, but it's only 4 days in. At what point should I start submitting more tickets?

And does anyone have experience with phone support - worth a try?

@Klarnaar, you ever get a response?