What Happened To My Zen? Please Help

lilqian
lilqian Posts: 0 Arc User
edited October 2011 in Cash Shop Huddle
Hello, I just bought $10 worth of zen use paypal, and i got email from paypal to confirm my payment, i went on the website, transfered all zen to the server I'm playing, i logged on, but i don't have the gold in my bag, i couldn't buy anything from the cash shop, i went back to the website, it says: detail of zen activity is Suspended and balance is 0.

so what happened??? what do i do now? please help thanks
Post edited by lilqian on

Comments

  • gattsuru
    gattsuru Posts: 3,184 Arc User
    edited December 2008
    There might be a slight delay, but this length of time suggests that making a support ticket would be strongly recommended, and/or calling the phone number on your transaction receipt.
    [SIGPIC][/SIGPIC]
  • XeroLan - Heavens Tear
    XeroLan - Heavens Tear Posts: 41 Arc User
    edited December 2008
    I just had a similar problem. I looked in my "wallet" and saw the payment, and the payment was taken via PayPal, but in my wallet it says the Zen is suspended. A few minutes later I got an e-mail from PWI saying that the Zen was suspended because my purchase had a "slightly large fraud score" and I had to fill out a form. I'm assuming I was just supposed to reply back with the correct info which I did. Who knows how long it will take now.

    Edit: That wasn't so bad, they replied very quickly. Thanks PWI!
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited December 2008
    Hello,

    All transactions that come in to Perfect World Entertainment have the possibility of being suspended. Every first time buyer will have their payment suspended as well. This is not to upset our customer but to protect them and their funding source. When you see the status of your transaction in the ZEN wallet change to "suspended", just give us up to 30 minutes and you should see the ZEN in your account. If you need any further assistance, you can reach the billing department by going to the ticketing system at http://support.perfectworld.com/ticketing and sign in to get the full list of ticket options. When sending tickets to us, you should receive a response within the next 24 hours.

    Thank you,
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • SinGirl - Heavens Tear
    SinGirl - Heavens Tear Posts: 4 Arc User
    edited December 2008
    i just checked my bank account, i got charged on the 8th of Dec, but my pw account says, status: cancelled, and i have 0 zen, could someone please help me on this? thank you!
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited December 2008
    SinGirl - Heavens Tear wrote: »
    i just checked my bank account, i got charged on the 8th of Dec, but my pw account says, status: cancelled, and i have 0 zen, could someone please help me on this? thank you!

    Please go here and submit a ticket with the billing department and we can help you there. The details needed as well as what needs to be discussed cannot be on the forums to protect your privacy. Please be sure you give us your transaction information in the ticket as well to get the fastest resolution to this issue.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • kromerevan
    kromerevan Posts: 1 Arc User
    edited December 2008
    hump the same thing with me but i thank there team for sending me messages in my gmail and helping me step by step they even refuned my payment. I dont know if it will be approved once i am done comparing the 2 accounts.
  • SinGirl - Heavens Tear
    SinGirl - Heavens Tear Posts: 4 Arc User
    edited December 2008
    I submitted a ticket on Monday, regarding the refused PayPal payment; I got an email asking me about all my details:

    (PLEASE DO NOT POST SENSITIVE EMAIL INFORMATION BETWEEN PWE AND THE USERS)
    -edited-

    it's not that I don't trust PWI, but I don
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited December 2008
    Hello,

    Your post broke after we had to take the sensitive email info out. Please avoid posting email correspondance in the forums. You do not need to send that form back to us if you feel that we are asking for too much information. We are only asking that you prove you are the account owner by submitting the information you already have entered for this account. The information is already on file and the request is for the matching information to prove that you are the owner of the accounts, as well as authorize the payment.

    Now, you do not have to do this. If you choose to not verify the information already on file, you can use one of our payment methods that do not require the additional security. Payments made via Ukash, PayByCash, and using Ultimate Game Cards do not require verification due to the extremely low risk that these payment solutions offer our users and Perfect World Entertainment and they safe-gaurd the user from fraudulent activity the best out of all of the payment solutions. If you require additional information or have any specific questions, you can reach us here.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • nicole14344
    nicole14344 Posts: 2 Arc User
    edited October 2011
    Transaction ID: 8N677536JP015680N

    Ive charged 100$ and paypal says transaction is complete and in my billing history is says completed as well..problem is my zen balance is still at 0 .what happen to my zen was supposed to be 10600?

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