Cannot purchase zen

Limeball - Heavens Tear

I've tried purchasing 15$ worth via the phone payment but it's stuck at 5$.

I tried turning my phone off, then back on, and even rebooting my pc. It's definitely taken the 5$ from my phone, but it will not confirm or send any texts after that. Yes, I do have enough credit to make the full 15$ payment.

It's not my phone that's the problem, I believe it's the site.

aryannamage

International currency exchange rates:
All purchases made to PWE will be in USD so the exchange rates between your currency and USD has to be enough to fulfill a charge with us. You will get the error telling you that your region is not supported when that exchange rate is too low for you to make a purchase in USD.

SMS pricepoints for purchasing:
Contrary to popular belief, not every region is allowed to make large SMS payments. You will get the region not supported error if your region does not have a high enough SMS pricepoint to allow a purchase with our company. Most regions only allow SMS payments that are large enough to purchase a ringtone which is not enough to charge for ZEN with our company.

If you believe that your region was supposed to be able to make a charge via SMS and you get this error, you should email the billing department directly and inform us of this and we can confirm whether or not your region can make payments with this payment solution. Do note that because of exchange rates, it is possible to be able to purchase on one day and then not have the ability on the next day.

Some points in this maybe off a bit for you but it does explain your problem.

Limeball - Heavens Tear

I have more than enough to also cover for the exchange rate, it's simply that the site is not working and stops half way through purchase.

I'm not receiving any error messages, i'm not receiving any confirmation messages. I've done this same payment with the same amount of credit previously. It's simply stopping half way.

Edit: I have been able to transfer the 5$ I did pay, but I still can't resume my payment, and I don't wish to spend more credit on starting a new one.

aryannamage

Okay I just had a chat with Xarfox the website itself seems fine. Can you send a ticket to Customer Support please?

Limeball - Heavens Tear

I don't think the website is working fine as I've just looked through this forum and there's at least two others that have posted with the same problem.

I've sent in a ticket, including a screen shot depicting where it's been "stuck". I'm just not a fan of waiting a week for a reply.

Edit:
I'd like to link these posts who are having the same issues. Obviously something is not working as it should.

http://pwi-forum.perfectworld.com/showthread.php?t=585531
http://pwi-forum.perfectworld.com/showthread.php?t=615482

shnuggles

Limeball - Heavens Tear wrote: »

I don't think the website is working fine as I've just looked through this forum and there's at least two others that have posted with the same problem.

I've sent in a ticket, including a screen shot depicting where it's been "stuck". I'm just not a fan of waiting a week for a reply.

Edit:
I'd like to link these posts who are having the same issues. Obviously something is not working as it should.

http://pwi-forum.perfectworld.com/showthread.php?t=585531
http://pwi-forum.perfectworld.com/showthread.php?t=615482

In these cases, you need to get in touch with the payment solution because the problem exists at their part of the process. Once you contact them and they assist you in resolving this issue, your ability to purchase ZEN should return to normal. They should be able to either refund your transaction or help you complete the purchase.

Boku Customer Support

Limeball - Heavens Tear

Well it's been 2 days and all i've received so far from Boku is an automated response that was sent to me as soon as I submitted my ticket. I understand that they have more customers than just myself however, the fact that their payment system is not working should be a number one priority to get it back up and working again.

Thank you for submitting your support request to the Boku and Paymo Support Center.

This is an automated response to confirm that we have received your ticket.

You can find the answer to many requests in our Knowledge base that is found at boku.com/support or paymo.com/support.

Please note that Game Publishers can take up to 72 hours to deliver your points/coins.

If you receive your purchase after submitting this ticket, please let us know by updating the status of your ticket as Closed.

You may also submit a support request on the Game Publisher website to request that your purchase be credited to your account.

Boku and Paymo Support Team

I'm getting rather annoyed and impatient as i've no other way of charging zen at this current point in time. I was made to miss out on buying the packs during their last 45 mins after maintenance because of this, so not really happy.

I know PWE cannot do anything about boku not working but they've made it quite clear that their payment option not working is not a priority for them and Perfect World is losing money via this payment gateway.

shnuggles

Limeball - Heavens Tear wrote: »

Well it's been 2 days and all i've received so far from Boku is an automated response that was sent to me as soon as I submitted my ticket. I understand that they have more customers than just myself however, the fact that their payment system is not working should be a number one priority to get it back up and working again.

Thank you for submitting your support request to the Boku and Paymo Support Center.

This is an automated response to confirm that we have received your ticket.

You can find the answer to many requests in our Knowledge base that is found at boku.com/support or paymo.com/support.

Please note that Game Publishers can take up to 72 hours to deliver your points/coins.

If you receive your purchase after submitting this ticket, please let us know by updating the status of your ticket as Closed.

You may also submit a support request on the Game Publisher website to request that your purchase be credited to your account.

Boku and Paymo Support Team

I'm getting rather annoyed and impatient as i've no other way of charging zen at this current point in time. I was made to miss out on buying the packs during their last 45 mins after maintenance because of this, so not really happy.

I know PWE cannot do anything about boku not working but they've made it quite clear that their payment option not working is not a priority for them and Perfect World is losing money via this payment gateway.

I understand the frustration that comes with an error like this but we need to practice patience. Their whole system is not broken, it is only a few transactions here and there that have this issue and usually it is not Boku's fault, but your carrier. This does happen and that is the beautiful thing about technology, it is not perfect and doesn't always work as intended. You will need to wait patiently for them to respond to you and in fact, they may be getting in contact with us in regards to this issue as well. I can promise you that this will be resolved but there is no estimated time for how long that will take.

Limeball - Heavens Tear

5 Days still nothing.. no word at all. I wouldn't really mind if they were still investigating, but the very least they can do is send an email letting me know. Since there's been no word from them I can only assume that my ticket is floating around in a vitural trash can.

I'm not going to use this payment gateway in the future and sent them a rather angry ticket. They've taken about 10$ from me in a payment that did not complete, and I can't receive anything for it since there was still another 5$ to pay. When I tried to resume the payment it simply said I needed to top up my phone and come back later.. but i've got more than enough to cover the 5$ plus the exchange rate. I'm out of patience.

blackdragonro13

This problem happened to me 2 they swiped mi 4euro and didn't give me any zen that is just scamming, and you are guilty 2 cuz you wont make any thing to resolve the problem (you get a part of the mony to so do somthing) b:angry

Limeball - Heavens Tear

Ugh wow, people are being swiped money from this gateway yet it's just been advertised as a payment solution following this weeks patch? How about making sure the issues with it are fixed first....

shnuggles

Limeball - Heavens Tear wrote: »

Ugh wow, people are being swiped money from this gateway yet it's just been advertised as a payment solution following this weeks patch? How about making sure the issues with it are fixed first....

Hello,

Again, you need to be patient. A problem once in a while does not mean that this is a broken payment solution nor does it mean that people are losing money. You just need to be patient as this issue is worked out for you. I can guarantee that this payment solution is not broken, there are a few of these issues a week which is expected for 1000+ transactions a week through this solution. This is not a wide spread issue so please just wait for a reply.

Black__Kitty - Sanctuary

well after 3 days i got mi zen, a little later but i got them b:victory

Limeball - Heavens Tear

It's been 9 days for me and still have not received my zen. They finally decided to send me an email but it was a copy/paste of a self help page on their site which I already read, which had nothing to do with my problem which I stated in my ticket.

Do they hire monkeys or something?! It took them 8 days to send that!! I sent in another angry ticked yet again highlighting the actual problem and asking them to give me a proper solution rather than giving me a page full of random/ irrelevant questions (Questions aren't solutions) to assist me. They said in their logs that the reason my payments were not going through was because they didn't receive my text.

Then i'd like to know why I was charged (from my network) for the texts that I sent them, and that the payment would proceed beyond this point but stop after receiving 5 -10$ of my money which I never see again.

I'm out of patience and i'm angry.

orinj

hi there.

boku/paymo had some issues with their system over the weekend/bleeding into monday. we had to do a lot of manual activations for payments and yours was probably one of them.

did you check your wallet balance? we had to do some ninja ZEN insertions yesterday.

let me know if you're still having issues. pm me.

thanks,

orinj

Limeball - Heavens Tear

I've been checking it frequently, my balance is still 0. The thing is that the payments I made did not complete, but only went half way, like 5$ out of a 10$ payment then it would "freeze". I was charged for half of the payment, 5$ but because the payment didn't proceed onto 10$, I didn't receive the 5$ worth of zen.

I'm not sure if this would have shown up anywhere, but it happened a couple times. I was trying to continue that purchase this morning but the system changed, instead of just asking for my mobile number, it asked for my country which dosen't show on the drop down list so I wouldn't be able to say if the system is working fine for me.

Edit:
I've found out what the problem was with Australia not showing up. Normally before, the only payments available to Aussies would show up (with the current exchange rates yada yada), now all the options show up for me even if they're not available. I managed to resume my payment, which is 12$, only after receiving the 2x 5 $ and 2$ payment, it's stuck. It's still "loading" although it's charged me for it... why does it keep doing this?

DXBWarrior - Harshlands

That happened to me too , several times but wat can i do >_> Phone Payment method is best for me so i deal with it =/

orinj

Limeball - Heavens Tear wrote: »

I've been checking it frequently, my balance is still 0. The thing is that the payments I made did not complete, but only went half way, like 5$ out of a 10$ payment then it would "freeze". I was charged for half of the payment, 5$ but because the payment didn't proceed onto 10$, I didn't receive the 5$ worth of zen.

I'm not sure if this would have shown up anywhere, but it happened a couple times. I was trying to continue that purchase this morning but the system changed, instead of just asking for my mobile number, it asked for my country which dosen't show on the drop down list so I wouldn't be able to say if the system is working fine for me.

Edit:
I've found out what the problem was with Australia not showing up. Normally before, the only payments available to Aussies would show up (with the current exchange rates yada yada), now all the options show up for me even if they're not available. I managed to resume my payment, which is 12$, only after receiving the 2x 5 $ and 2$ payment, it's stuck. It's still "loading" although it's charged me for it... why does it keep doing this?

what will generally happen is that if boku/paymo detects that you are owed zen (either by their own means or by an email from the customer), an email will land in the billing guys' inbox asking for compensation. turnaround time for something like that is a few hours to one day.

let boku/paymo know if you are owed any zen.

oj