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General discussionDear GOG, I would like to give you money(23 posts)(23 posts)
(23 posts)
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This is my favourite topic
Posted November 29, 2021
I have put in a couple of "tickets" into support asking why they are refusing to accept my payments from a saved card I've used on GOG before and works just fine elsewhere. They don't seem interested in sending anything other than form letters telling me to try stupid things. It's amazing to me that "customer cannot give us money" is not a priority ticket.

(and no, random responders, I am not going to post my CC information)
No posts in this topic were marked as the solution yet. If you can help, add your reply
Posted November 29, 2021
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danmargog: I have put in a couple of "tickets" into support asking why they are refusing to accept my payments from a saved card I've used on GOG before and works just fine elsewhere. They don't seem interested in sending anything other than form letters telling me to try stupid things. It's amazing to me that "customer cannot give us money" is not a priority ticket.

(and no, random responders, I am not going to post my CC information)
1. Delete your *saved card credentials*
2. Try to purchase something without saving your card.
3. Please report back here about results.

I've experiences same issues with saved debit card (it was dying Visa Electron) and one day it stopped working. My bank said that GOG rejected my payment. GOG staff suggested to remove the saved card and it worked.
Posted November 29, 2021
I know this is a stupid question, but did you make sure the expiration date is correct?
Posted November 29, 2021
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danmargog: I have put in a couple of "tickets" into support asking why they are refusing to accept my payments from a saved card I've used on GOG before and works just fine elsewhere. They don't seem interested in sending anything other than form letters telling me to try stupid things. It's amazing to me that "customer cannot give us money" is not a priority ticket.

(and no, random responders, I am not going to post my CC information)
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Cadaver747: 1. Delete your *saved card credentials*
2. Try to purchase something without saving your card.
3. Please report back here about results.

I've experiences same issues with saved debit card (it was dying Visa Electron) and one day it stopped working. My bank said that GOG rejected my payment. GOG staff suggested to remove the saved card and it worked.
Actually in trying various other cards and payment options, the card is no longer saved at this point. Thanks
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Darvond: I know this is a stupid question, but did you make sure the expiration date is correct?
Yeah, after a few attempts the system decided that the saved card was bad. All the other manual attempts with this and other cards have failed. Bank says they never see any attempt at transactions. Thanks
Post edited November 29, 2021 by danmargog
Posted November 29, 2021
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danmargog: Actually in trying various other cards and payment options, the card is no longer saved at this point. Thanks
Thanks for what? Does it work? Or every bank card you're trying to enter get you nothing?
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danmargog: Bank says they never see any attempt at transactions. Thanks
Very-very strange indeed.

Clear cookies, history, try another browser maybe? Something is not right.
And try GOG Galaxy, yes, just to be certain. If GOG Galaxy works the issue is with your browser for certain.
Post edited November 29, 2021 by Cadaver747
Posted November 29, 2021
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danmargog: Actually in trying various other cards and payment options, the card is no longer saved at this point. Thanks
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Cadaver747: Thanks for what? Does it work? Or every bank card you're trying to enter get you nothing?
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danmargog: Bank says they never see any attempt at transactions. Thanks
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Cadaver747: Very-very strange indeed.

Clear cookies, history, try another browser maybe? Something is not right.
And try GOG Galaxy, yes, just to be certain. If GOG Galaxy works the issue is with your browser for certain.
good idea but no, it failed in galaxy as well.
Posted November 29, 2021
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danmargog: good idea but no, it failed in galaxy as well.
There is one last bastion of insanity:
https://www.gog.com/user/refresh
Posted November 29, 2021
Use paypal.
Your bank is probably denying payment for fraud prevention and has nothing to do with gog.
If your banks/cards are like mine, they may actually be frozen now.
My first few payments were via debit but got frozen, didn't realize it until I went to the store a few days later. Same with a CC. No issues with paypal though and that's what I use for all payments, just easier and no risk of being stranded.
Posted November 29, 2021
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Swissy88: Use paypal.
Your bank is probably denying payment for fraud prevention and has nothing to do with gog.
If your banks/cards are like mine, they may actually be frozen now.
My first few payments were via debit but got frozen, didn't realize it until I went to the store a few days later. Same with a CC. No issues with paypal though and that's what I use for all payments, just easier and no risk of being stranded.
My bank can't deny the payment if, as noted above, they never see the transaction attempt. The problem is GOG and I doubt it's going to be resolved until someone at GOG decides that they feel like looking into it. I'm just dusting off the ticket again since many of the things in my cart are on sale again.
Posted November 29, 2021
low rated
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Swissy88: Use paypal.
Your bank is probably denying payment for fraud prevention and has nothing to do with gog.
If your banks/cards are like mine, they may actually be frozen now.
My first few payments were via debit but got frozen, didn't realize it until I went to the store a few days later. Same with a CC. No issues with paypal though and that's what I use for all payments, just easier and no risk of being stranded.
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danmargog: My bank can't deny the payment if, as noted above, they never see the transaction attempt. The problem is GOG and I doubt it's going to be resolved until someone at GOG decides that they feel like looking into it. I'm just dusting off the ticket again since many of the things in my cart are on sale again.
Right, there's some employee there 'refusing your payment'.
How do you think my payments that were refused went?
THEY WERE REFUSED AUTOMATICALLY.
The system is automated.

Most banks, especially CU's, don't like overseas payments.
You rarely if ever buy games here so it's not a common charge.
Random overseas charge comes through from "GOG Sp. Z o.o.", gets denied.

Genius.
Post edited November 29, 2021 by Swissy88
Posted November 29, 2021
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danmargog:
If you have a good friend you can ask to try and use your card. Or better yet, you can create a new account and try to buy something (GIFT code) with your bank card or paypal. Creating a duplicate account is forbidden by GOG rules, yet in practice it's a grey area and justified in your case since there is no response from Tech. Support.

The only way I know of to speed up your ticket check with Tech. Support is to try and catch a GOG staff (blue) and PM with ticket ID or the link.
Post edited November 29, 2021 by Cadaver747
Posted November 29, 2021
I can't help with the card problem, as that's out of my realm of expertise (I'd use ONLY cash to buy ONLY physical goods if that were possible but DRM-free is the next best thing) but as for the ticket, typically support responses from any company will run you through a boatload of common potential fixes before getting into the nitty-gritty of personalized responses. This is because companies only have a set number of very human support specialists and as such, they can't respond personally to each and every ticket in a timely manner if they start everything off with the personalized response.

My best advice is to keep it up and be patient with your ticket, for two reasons: first, as I mentioned above, you'll always be run through a load of common potential fixes first. Second, as a guy who worked in support for a decade (and about five of those years were on a very popular service), I know first-hand that it's disheartening and actually MORE difficult to help people when they're not patient with you. As frustrating as their issues might be, people forget that support specialists are flawed human beings operating within the parameters of a company's specific internal support guidelines; sometimes, they're required to answer specific ways. At the end of the day, getting impatient or rude toward support benefits absolutely no one. I'm not saying you, specifically, were being rude. I'm simply offering that reminder to everyone who is reading this thread.

Also, one final note: in my past experiences with support, if it takes an unreasonable amount of time to get a response (longer than a week for anything that isn't 100% crucial), either PMing one of the GOG community managers or submitting a new response on your ticket (saying something like "just checking in") helps. In the past, just submitting a new response has always gotten me a response in a day or two after that. I don't know if tickets sometimes end up buried or what but it has always helped me out.
Posted December 02, 2021
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JakobFel: ...
Also, one final note: in my past experiences with support, if it takes an unreasonable amount of time to get a response (longer than a week for anything that isn't 100% crucial), either PMing one of the GOG community managers or submitting a new response on your ticket (saying something like "just checking in") helps. In the past, just submitting a new response has always gotten me a response in a day or two after that. I don't know if tickets sometimes end up buried or what but it has always helped me out.
A week, lol. The most recent ticket was opened on October 22. The one before that was in April. Their last response to the ticket of "Payment declined. Bank has no record" was "Based on your description, it appears that your ticket concerned two-step login issues" But I setup two step login anyway and, shocker, it still fails.
Posted December 03, 2021
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JakobFel: ...
Also, one final note: in my past experiences with support, if it takes an unreasonable amount of time to get a response (longer than a week for anything that isn't 100% crucial), either PMing one of the GOG community managers or submitting a new response on your ticket (saying something like "just checking in") helps. In the past, just submitting a new response has always gotten me a response in a day or two after that. I don't know if tickets sometimes end up buried or what but it has always helped me out.
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danmargog: A week, lol. The most recent ticket was opened on October 22. The one before that was in April. Their last response to the ticket of "Payment declined. Bank has no record" was "Based on your description, it appears that your ticket concerned two-step login issues" But I setup two step login anyway and, shocker, it still fails.
As I said, sometimes tickets seem to get buried and adding a reply to the ticket has always succeeded in getting a quick response for me. If not, you can PM the GOG community managers here to get some help if you're not getting responses.
Posted December 03, 2021
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danmargog: A week, lol. The most recent ticket was opened on October 22. The one before that was in April. Their last response to the ticket of "Payment declined. Bank has no record" was "Based on your description, it appears that your ticket concerned two-step login issues" But I setup two step login anyway and, shocker, it still fails.
Open your ticket, write anything in it, , for example "I can't process my payment still, help ASAP!". This is needed to change it to Open status if it was changed before, and even if it wasn't any update might help, then find any GOG member (they wear blue coats) and PM in chat about your situation with ticket ID.

If GOG member will not react - report back here.

Thank you.
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This is my favourite topic
Community
General discussionDear GOG, I would like to give you money(23 posts)(23 posts)
(23 posts)