49 réponses à ce sujet

[KaOSoFt]

Hello there.

I just recently acquired Mass Effect 2, and I wanted to buy some DLCs. I'm also new to this BioWare points stuff, so I tried to buy some so I could get the DLCs.

I'm currently having trouble with my both possible buying options: Credit Card, and PayPal.

With the credit cards, both failed. I always get the CSC code invalid message, though they are perfectly fine. I called my bank, and the cards have no reported issues (liked blocked or something).

So I tried with PayPal to no avail. First, it's the first time I see a website asking me to register the e-mail address I use to login PayPal. In other stores, it would just jump to a mixed website: PayPal with a request from the store, so I would only need to login to PayPal through that new page, and I could approve (or not) the transaction. I don't know how this system works, or even why would they need the PayPal e-mail addres, but oh well, the thing is, it also failed. I got a message saying that an error occurred, and that I should try later. I've tried three times today, and I get the same message.

So, with details: I'm from Colombia, currently living there as well, which means my credit cards are registered in Colombia, though this is the first time I get errors buying.

Also, there is something weird with my EA accounts. It seems I have two accounts: one I can access through this link, and the other one I access through this link. When I acquired my games, I registered through the second link. I no longer remember how I got there, but that's just how it is. That link lets me register my country (Colombia), and my billing and shipping addresses. The second link though, does not present these choices (the country list is like 20 countries, and mine is not there). I tried contacting support, but they could only read the second link data. Which means because of EA, I'm screwed.

No idea why the PayPal transactions are giving trouble. I just went to buy something from another store to test PayPal availability, and it worked just fine.

I hope I can get help here, because between EA official support and these issues, I'm going crazy.

Thanks in advance!

EDIT: I found BioWare points in EA Store! Is it safe to get them? Thanks!

Modifié par KaOSoFt, 12 janvier 2011 - 07:14 .

[Apocalypse89]

I'm also an international customer and also getting the Invalid CSC error. Maybe there's a link?

[KaOSoFt]

Apocalypse89 wrote...

I'm also an international customer and also getting the Invalid CSC error. Maybe there's a link?

But did you start getting those errors just recently, or always since you joined?

EDIT: I got a response from EA live chat that the problem had escalated, and that I'd be contacted within 24 hours by a senior department. Let's see what is happening. I hope they can help me!

Modifié par KaOSoFt, 12 janvier 2011 - 07:31 .

[Apocalypse89]

This is the first time I've bought anything from EA or Bioware online from my home country, so I can't say if it's a new or old problem.



And from that response, it sounds like a problem on their end. Hopefully they'll get it fixed soon.

[sarales]

I'm a US customer and have also had a CSC failure problem, Customer Service didn't even have a record of failed attempts.

[Tredien]

Same problem here.



Tried with the internet card service from my homebanking service and it accepted the csv but it charges 1 euro every try and fails...

[sarales]

Tredien wrote...

Same problem here.

Tried with the internet card service from my homebanking service and it accepted the csv but it charges 1 euro every try and fails...

Yeah, I have 3 $1 charges pending.

[KaOSoFt]

Well, I got no contact here. I'm going to update my question (ticket), and if I don't get a response after eight hours, I'll open a new question to check on the first one status'.

Also, like DanKATL thread mentions, if your EA account country doesn't match your credit card's and your IP, it will simply won't work. Just had another EA support ticket confirm it.

Modifié par KaOSoFt, 13 janvier 2011 - 05:09 .

[Shinju]

Same here...4 days ago (monday) i bought BP without any problems...but since Tuesday its imposible.Im using PayPal and all the time im getting this msg:



"Server not found

Firefox can't find the server at masseffect2.points.bioware.comlockbox-ui."



I tried few browsers...but same thing.



Im living in UK so its not only international problem

[MaxxCrash]

^ I got exactly the same problem as described above. Seems like a typo in the URL (.comlockbox-ui/etc should probably be .com/lockbox-ui/etc). But entering the correct URL manually gives me this message:

"It seems that this purchase request has already been submitted. If you want to make another purchase, start over."

The PayPal payment went through, but the BW points show up "Pending".


edit: contacted EA via chat, and got the points added to my account within minutes! 

Modifié par MaxxCrash, 14 janvier 2011 - 03:16 .

[KaOSoFt]

Well, at least the transaction worked for you, eventually. I can't even get a Pending that EA can easily solve. I have now two unresolved questions in EA Support, which tell me the same thing. The link I get with the error is https://masseffect2....er/place/paypal, so it's not a typo.



I certainly hate when people can't manage exceptions so they simply put a generic message that doesn't give any meaninful information. Arrggh...

[Apocalypse89]

Is there anyway to check which country my account is registered to? And is there anyway to change it? Because I travel fairly often.

[KaOSoFt]

Go to http://www.ea.com/profile/. Well, in fact, I really don't know which link to access, because my country exists in the list from https://profile.ea.com/, but it doesn't in the first link I posted.



When I contacted EA, they told me the country registered in my account was the one in the second link. In any case, you should contact EA directly.

[Siibi]

I've been having problems too...Yesterday tried to buy DLC for ME2 but Paypal or Credit Card just won't work...Paypal tells me to try again and Credit Card says CSC is invalid (tried at least 3 different cards and still no luck) I hope they fix it

[virtrael]

same problem here (germany) paypal is through an bioware says pending... waiting for an support agent right now...

[Dsurian]

Alrighty - ea.com/profile is kinda the public 'faceplate' to your profile - at least this is what it seemed to be originally designed for. It's where others can semi-easily (but not really) view your profile...that is if EA.com was at all socially constructed - and if you havnt set your profile to 'private'. If you're logged in and viewing your 'faceplate', you can edit a few things, but note that the majority of your editing powers are significantly limited. Also, you should be able to access this page through the main site - ea.com /// While profile.ea.com is your "Account Manager" as it's self-titled and when accessing this page, the goal isn't for promoting your virtual self-worth or checking on your orders...it's simply for editing the 'nuts and bolts' of your account, such as persona's, billing information, etc. I swear  it used to be accessible through the support page (Support.ea.com > My Account), but that seems to have changed now...

Yes there are some duplicative options between the two, which i can only assume relates to my prior point about EA trying to develop some sort of significant social aspect to their site.  Who really knows, though, since it's obvious that EA Support doesn't seem to have a clue in this specific regard.   I'm assuming that, as large as EA is, there's two different groups of people who tried to do the same thing (or 'improve' and older thing) and don't know how to properly integrate their creations - since there's now no way to fully edit your profile (unless you know the direct link - profile.ea.com), which is just rediculous.  It should also be noted that, if you make your faceplate 'private', no one will likely be able to veiw it - aparently even EA Support reps...though honestly, since there's nothing unique about the domain ea.com/profile, i don't have a clue how anyone could go about accessing any other specific profiles faceplate.

---- ----

The problem you all are experiencing probably relates to the fact that they've changed several things - one being the BP store being updated in general, another being how one can access their "account manager", etc. All I can suggest is keep bothering their Support deptarment about it, and hopefully it'll eventually motivate their IT/Web-design department(s) to find out how they screwed themselves over.

Modifié par Dsurian, 14 janvier 2011 - 09:59 .

[Juzam]

Here's my Chat Transcript with the online support:

-------

Chat Transcript 01/15/2011 07:02 AM

Hi, my name is Robert. How may I help you?
2256849324: Hello, I'm trying to buy additional Bioware points
Robert: Hi
2256849324: when I select my saved PayPay account as a payment option I get this error: An error has occurred while trying to process your request. Please, try again later.
Robert: What is the problem that you are facing?
Robert: Which payment method are you using ?
2256849324: when I select my saved PayPay account as a payment option I get this error: An error has occurred while trying to process your request. Please, try again later.
2256849324: I then select to pay with a credit card and enter the details. But this time It says that my CSC is invalid
2256849324: I tried several different cards with same results
Robert: ok
Robert: May I request you to provide some information that I need in order to investigate this issue further?
Your EA Account Id(Email Address):
2256849324: ktorpil@yahoo.com
Robert: Were you able to purchase earlier the points ?
2256849324: Yes
Robert: ok
Robert: Please give me a moment while I check this for you.
Robert: Have you tried both the paypal account and he credit card to purchase the points ?
2256849324: Yes
2256849324: I mentioned the errors I get for each method before
Robert: Please give me a moment while I check this for you.
Robert: ok
Robert: From where are you trying to purchase the points ?
2256849324: As in country?
Robert: EA store or bioware site ?
2256849324: https://points.biowa...yOfferSelection
Robert: ok
Robert: I would suggest that try to purchase the points from www.eastore.com
2256849324: ok I'll try that now
2256849324: It seems that the minimum amount that I can buy is 800 Bioware Points from the eastore site. Am I right?
Robert: You can only purchase the points that are given there
2256849324: Well I wanted 400 and it was available at the bioware site... but if it's going to work then I'll pay more for 800 points
Robert: ok
2256849324: Only Canada and USA are available at the billing information section
2256849324: I currently reside in Turkey
Robert: You please try to select canada
2256849324: ok
2256849324: it says "Thank you for your order. Your order is being processed and you will be notified of the result shortly. "
2256849324: but nothing so far
Robert: ok
Robert: I would suggest that you please wait for some time and contact us back and we will let you know if the order is processed or not
2256849324: ok
Robert: Is there anything else I can do for you at this moment ?
2256849324: Nothing, thanks. And by the way I'm aware that this issue has escalated and a large number of people are also experiencing this.
Robert: Yeah
Robert: Thank you
Bye take care !

'2256849324' disconnected ('Concluded by Agent').

---------

Well, there you have it folks. So far still no points, no nothing....

Modifié par Juzam, 15 janvier 2011 - 03:17 .

[DarkOPrince]

ok im have the same problem i keep getting an error message with paypal btw im from thailand

[KaOSoFt]

Juzam, the problem I have, is that (I guess, not sure really) since my country's native language is Spanish, the EA Store site I get is the one from Spain, which has everything in Euros, which means that, if I even were to buy the points from EA Store, I would have to buy extra points I don't need, also, and most significant, I would have to pay much more for them because it's in Euros.

It's nice (yet still irritating) that they suggested the EA Store. Sure, it's an alternative, but it looks like they just send you there because they haven't fixed the problem with the Points site, so instead of giving false hope, they give you a choice. What's funny is that even that still has not worked with you, but from what I've read, it's easier to fix it by their agents once you have a receipt. The problem is for people like me who don't even get to pay their points.

I have four questions now with EA Support about it, and all have told me to wait a maximum of 24 hours to get contacted by a senior department, which, of course, has not yet happened.

Let's really, really hope they fix it...

Modifié par KaOSoFt, 15 janvier 2011 - 06:40 .

[Juzam]

Yeah it's been 5 hours but I still got no points. While https://points.bioware.com/ still gives me the same errors as before, now https://masseffect2.points.bioware.com too is acting up. It seems that there's some serious stuff going on:



masseffect2.points.bioware.com uses an invalid security certificate.



The certificate expired on 15.01.2011 17:43.



(Error code: sec_error_expired_certificate)



Nothing to do other than wait for the issue to be solved I guess...

[Juzam]

Order Status: Order Cancelled by System

great....

And now I'm being punished for legally obtaining licensed copies of the game(s):

----

Chat Transcript01/15/2011 05:21 PM
Hi, my name is Susane. How may I help you?
2256849324: Hello I'm contacting you again following Incident:110115-003855
Susane: All right.
Susane: I would appreciate if you could please stay online, while I check this incident number.
2256849324:
I am still unable to buy bioware points and when I check my order
status at ea store it says that it's been cancelled
2256849324: ok I'm waiting
Susane: Thank you.
Susane: Thank you for your time and patience.
Susane: I have checked the incident and found that you were having issue with Bioware points purchase.
2256849324: Affirmative
Susane: Now, please let me know the issue that you are facing now /
2256849324: I am still unable to buy bioware points and
when I check my order status at ea store it says that it's been cancelled
Susane: Are you getting any error message?
2256849324: The exact same messages as before
2256849324: Invalid CSC when trying to buy with a credit card
2256849324:
"An error has occurred while trying to process your request. Please,
try again later." When I try to buy with paypal
Susane: Did you try to purchase it through credit card ?
2256849324: I tried both the credit card and paypal methods
Susane:
I apologies for any inconvenience caused to you. If you are having
trouble using your credit card then please check the following:

1. All credit card information is listed exactly as it appears on the credit card.

2. The credit card expiration date has
not passed. (The card is still valid.)

3. The address listed matches what the credit card company has on file. (This is where you receive bills.)

4.
The credit card or bank card has a MasterCard, Visa, Discover, or
American Express logo on the card. (Regular debit cards will not work.)

If
you have confirmed that all the information is accurately listed on the
account then you will need to contact your credit card company
regarding the issue. They could have a block for use on certain web
sites, or they may have a hold on your account for some reason.

If
the credit card company has confirmed that there is no issue and you
continue to get errors, you may wish to wait 24 hrs before trying again
and if it still doesn't work after that time you may
wish to use a different credit card.
2256849324: OK. Let me get this straight
Susane: Yes, please.
2256849324: This is neither my first time purchasing something online nor from the EA/Bioware store
2256849324: I have absolutely no problems whatsoever with my credit card(s) and/or PayPal account
2256849324: I have purchased Bioware points before
Susane: Which browser you are using ?
2256849324: I tried Firefox and IE8 both
2256849324: I also cleared cookies, emptied cache etc.
Susane: All right.
2256849324:
And as I have said before in the previous incident I am aware that this
issue is an escalated one with many people also experiencing it.
2256849324: In fact, I'm discussing it right now at the Bioware Social Network
forums
Susane: I apologize for the inconvenience caused to you. This
is a temporary issue, I would suggest you to please wait for sometim
Susane: sometime*
Susane: And try to purchase bioware points again.
2256849324: Will you please inform your supervisors about this problem so that they can take immediate action?
Susane:
All right, I have already looked into your issue at my level. As per
your request I need to escalate your issue to our seniors for further
assistance, They will research your issue and contact you through email
as soon as possible to resolve it.
2256849324: This has something to
do with the website and/or scripts. Even I have an opinion about it and
100% sure that it's not caused by me with my limited knowledge
2256849324: Yes,
I'd much appreciate that
Susane: Is there anything else I may assist you with, today?
2256849324: No, thank you
Susane: Many thanks for your continued patience.
Susane: Thank you for contacting Electronic Arts support today. It was pleasure talking to you.
Susane: Bye and take care
'2256849324' disconnected ('Concluded by Agent').

-----

I bet all those people who downloaded the games and DLCs from bittorrent are laughing at me right now...

Modifié par Juzam, 16 janvier 2011 - 01:26 .

[VehX]

MaxxCrash wrote...

^ I got exactly the same problem as described above. Seems like a typo in the URL (.comlockbox-ui/etc should probably be .com/lockbox-ui/etc). But entering the correct URL manually gives me this message:

"It seems that this purchase request has already been submitted. If you want to make another purchase, start over."

The PayPal payment went through, but the BW points show up "Pending".


edit: contacted EA via chat, and got the points added to my account within minutes! 

Lucky you. I had that exact problem myself, but contacting support via chat resulted in a typical "Wait 24 hours and contact us if it hasn't magically fixed itself." response.

Actually I quote the CSR :"In case of points it takes time , it written on the pay pal receipt it self . "

Yes it does say that on the receipt, but it's been over an hour and last time I bought points it was instantaneous. I got the receipts in my email but the Bioware Manage Accounts page lists both of my purchases as Pending Pending Pending Pending.

I am not a happy camper at the moment.

[vanchrian]

I just tried to purchase points at the points.bioware site. Not sure about the paypal problem but the invalid CSC problem is still there.



This is seriously bad. This problem has been going on for at least 4 days. Have there been any announcements about this yet?

[Dsurian]

I might suggest sending PM's out - yes, you've contacted the hierarchy about it, but since there appears to be no progress on that front, and there are no Bioware reps monitoring this forum, bring the news to them. I've already tried PM'ing the priestly Chris with (of course) no acknowledgment...so, if more voices is what it takes to see results, so be it - try sending Chris a PM.

Edit: Got a response from Chris - he says he'll investigate.

Modifié par Dsurian, 17 janvier 2011 - 08:27 .

[KaOSoFt]

Again told to wait 24 hours... agent told me there is no way to fill a complain, I mean, like a category "Complaint" or something.

I'm going to finish my second (and hope final) run on Mass Effect, and I really, really hope the problem is fixed by the time I get to play Mass Effect 2...

Modifié par KaOSoFt, 17 janvier 2011 - 04:25 .