zen purchase suspended?

prpr
prpr Posts: 0 Arc User
edited September 2008 in Support Desk
what does this mean?

Detail Zen Balance
Suspended 2000

i've already had the $20 drawn from my account by PWE.... and haven't recieved my zen, and i'm sure i'm not the only one having this problem.
Post edited by prpr on

Comments

  • suicidegirl
    suicidegirl Posts: 0 Arc User
    edited September 2008
    It just means it has to be verified, give it a few minutes or so and it should be fine.
    [SIGPIC]http://i239.photobucket.com/albums/ff195/NinjaLily/decay.jpg[/SIGPIC]
  • darthpanda16
    darthpanda16 Posts: 9,471 Arc User
    edited September 2008
    The customer support and billing teams are first making sure purchases are non-fraudulent, and this can take some time, depending on how you purchased ZEN.

    They are having to deal with a bunch of scammers along with all of you awesome legit players, so please be patient :D
    Do you need help learning about patching the game, installing it, changing antivirus/firewall settings, changing network settings, learn how to use a computer, keeping your PC maintained and more?
    Visit our BRAND NEW Knowledge Base & Support Website! - Tech Support Flowchart - Panda Caught on Camera
  • karmelia
    karmelia Posts: 0 Arc User
    edited September 2008
    It took around 30 mins for my order from Google to get approved. Quite acceptable delay.
    Frankieraye said : "we can promise that we will work to improve all facets of community, engineering, and customer service to ensure that something like this doesn't happen again."


    (We are still waiting to see any improvements or changes beign implemented. More empty promises from PWI?)
  • darthpanda16
    darthpanda16 Posts: 9,471 Arc User
    edited September 2008
    I asked the billing and customer support teams what the average time frame is from when you purchase ZEN to when it is given in game, here are the answers...

    Once the merchant (Paypal, Google CheckOut, etc) approves the transaction, and the money is legit according to the merchant, then PWE receives the monies. This time frame is wholly dependent on the merchant with how long it takes the money to be transferred. 10 minutes to an hour or longer depending on country of purchase origin and other criteria.

    When PWE receive the monies, they do their checks against fraud and apply the ZEN to your account.

    They said they try to keep it under 10 minutes from when the transaction is received by them and approved, to when your ZEN is applied to your account.

    Hope that helps some of you with your ZEN questions. :D

    For ZEN issues, please contact Customer Support or Billing if it seems to have taken too long.

    Also be aware if you have a comcast owned, or AOL owned email account tied to your purchase, you may not receive your emails from us properly, or NOT AT ALL, as they are blocking our emails intermittently for some silly reason.
    Do you need help learning about patching the game, installing it, changing antivirus/firewall settings, changing network settings, learn how to use a computer, keeping your PC maintained and more?
    Visit our BRAND NEW Knowledge Base & Support Website! - Tech Support Flowchart - Panda Caught on Camera
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