15 replies to this topic

[Ogryn]

Like certain other members of the community, I am experiencing significant trouble ordering my Founders Package from Ultimate Pay. I am currently deployed overseas, and my billing information does not line up with my current location, and will not until October. After trying to have my wife back home use her information to purchase the founders package and have it rejected, I am unsure how to proceed.

Ultimate Pay will not accept payments with discrepancies in billing/location, regardless of the card being valid. Attempts to pay using PayPal have failed as well. We have been unable to find out why her attempting to purchase a Legendary Founders Pack from home, with a working, valid CC is also rejected.

I have been unable to find any way to directly contact MWOnline regarding this issue, and after Google pointed me at this forum and certain other member posts with similar situations, I'm attempting to find some guidance here.

Any help or guidance would be greatly appreciated.

[Wolvenhaven]

Since they're using Ultimate Pay you should be able to go buy two $50 and one $25 ultimate game cards, go to their website and put in the serial numbers and have all those points credited to your account, so when you go to buy the pack it says "you have X points, would you like to put them towards this purchase?". However, I don't know if they still want a CC or if with enough points to cover the price it doesn't ask, hopefully someone else can chime in about that.

[John Clavell]

I'm in Belgium, and both my MasterCard and My GF's Visa credit cards have been declined, both cards are valid.

[Zekoo]

New Zealand, CC is always declined and all the details are right i know this because i use the same as my WoT details and i bought some gold from WoT to check if it was working, and it did, so not sure why this one will not go through

[Carl Wrede]

I got this email from UltimatePay when i ordered the legendary with my VISA:

Hello ,
We have received your payment for MechWarrior Online. It has not yet been accepted by MechWarrior Online but we are working with them to quickly correct the problem.
We apologize for this delay and inconvenience.
As soon as we resolve this matter we will contact you.

This was two days ago and i have not heard anything from either UltimatePay or MWO. The money have been charged to my bank account but no Founders for me.

Edited by Carl Wrede, 21 June 2012 - 03:50 PM.

[Mad Martigan]

I'm also deployed overseas right now and i'm having the same issues. It's really too bad, i was all set to drop $120 on this game.

Meh, it wasn't even a guarentee that i would be able to play without some sort of horrible lag anyway.

[Zekoo]

Well i signed up on PayPal and it said it failed but it seems to have casually charged my CC.... what the f

[Ogryn]

When I attempted my paypal, with a cash balance, or my wifes with her credit card, we had the same result. There was a hold on the $120, then the seller canceled the transaction about 2 minutes later. No information back from vendor regarding this yet. Ultimate Pay has been less than stellar in every interaction I have had with them, regardless of game or problem.

I am especially frustrated in that I cannot find any way to contact MWO support regarding these issues. Either my irritation with the failed payments is distracting me from seeing it, or there is no actual help/support ticket system in place.

Edit:
Update: Ultimate Pay 'Cannot tell me what the problem is, because it is security related.' Well isn't THAT convenient. So far, I have gone from less than impressed with this vendor to downright infuriated. They won't tell me what the problem is, and they won't help me find a workaround.

Edited by Ogryn, 23 June 2012 - 03:31 AM.

[Mad Martigan]

Well, the only other thing i can suggest is using a proxy to appear like you're back in the states. The problem with that is that most free proxys aren't trustworthy, and i can't guarentee that it would work well enough to justify purchasing a us proxy account from a more reputable source. There is the TOR option, which i just tried, but it's a ***** to get a final proxy in the country you want, let alone the right area. I finally got the proxy to within the same area of the same state as my address, and they still rejected me.

This really is not destined to be.

Edited by Mad Martigan, 23 June 2012 - 02:59 AM.

[Ogryn]

One last update until/if I can get a resolution to this. Nerd rage made me miss the big sticky post up at the the top of the forum with the support contact email.

support@mwomercs.com

Emailed them, waiting for a response. Hopefully some of the problems can be resolved by a vendor side whitelist.

[Carl Wrede]

Ogryn, on 23 June 2012 - 03:41 AM, said:

One last update until/if I can get a resolution to this. Nerd rage made me miss the big sticky post up at the the top of the forum with the support contact email.

support@mwomercs.com

Emailed them, waiting for a response. Hopefully some of the problems can be resolved by a vendor side whitelist.

I have also emailed them and are waiting for a response.

[Mad Martigan]

So uh, yea, don't use proxies. Pay Pal freaks out and Ultimate Pay isn't fooled.

[Ogryn]

This is a copy paste direct from Ultimate Pay response.

"Thank you for your email. We apologize for the inconvenience caused. Please know that online transaction are processed automatically by the system. Since this process is automated, the system has several inbuilt security filters which verify the online transaction to ensure a safe and error free transaction. If the criteria set by these security filters are not met, the order gets declined. Your payments were declined due to any one of the security reasons mentioned in our previous email. Please correct any discrepancies and wait a full 48 hours before attempting a new payment. If the system still rejects your payment, you will need to select a different payment method for this account."

Previous Email regarding possible rejection reasons:

-You may have entered incorrect billing information
-You may have attempted the purchase from a remote location
-You may have attempted the purchase while traveling
-You may have used proxy Internet settings while attempting the purchase

So what I'm getting from Ultimate Pay is that it is all my fault for being overseas, they won't do anything to help me, and I'm wasting their time. I realize that I am irritated, but when I can use the same cards to purchase items from my current location from Amazon, Blizzard and Steam just fine, the issue is not the frigging cards or Paypal. The issue is their 'automated security checks'. And while I appreciate the need for security regarding online payments, the unwillingness shown by their 'customer service' department regarding assistance is infuriating.

What I find especially frustrating is their policy of not telling you why a specific payment or method failed to complete. I can't troubleshoot a bloody thing if I'm not getting any feedback other than 'Denied'. Equally frustrating is the 48 hour wait period before I can reattempt the same method, after 'correcting any discrepancies'. Since I CANNOT correct my physical location/billing difference, I'm pretty much boned and going to be unable to use Ultimate Pay for anything.

At this point, I'm holding out hope for a response from the MWO support email. Still the weekend, and I'll hope to hear back from them in a day or two. If they can't help, I'll have the wife try one last time with her card on my account. And then wait two more days, then convince a buddy to use his confirmed working Paypal for me, and reimburse him the money. I'd rather not do that final route, as it's a pain for all involved, and I'd rather fix a broken process than engage in needlessly complicated workarounds.

TL;DR

If you failed payment overseas, wait 48 hours before attempting alternate payment means back in the states.
Ultimate Pay will not tell you exactly why a specific card or attempt is rejected.
They will also not tell you without you initiating contact whether your account is on hold, or for how long.

[Golden Dragon]

I am included in those overseas Americans. I'm in the R.O.K. for a least a year more and I was trying to purchase the legendary founder's pack.

It said my credit card was denied. So I walked to a nearby department store and bought something with the same card. No problems.
I can say that my card is still a valid U.S. credit card.

Is there another method for making this purchase? I don't use paypal anymore since they stiffed me in the past. What about if I just pay over the phone during business hours? Please get back to us!

[Zekoo]

I fixed mine, what had happend was when i first tried to pay i put a different city, then the city i usually use for my WoT gold, my WoT gold uses more a town than city, so i tried with a city name too many times and it locked it out, but it does not tell you, so later on when i tried using the town name i still thought it was broken,

Thankfully the second time i contacted Ultimate Pay they answered properly, and I was told to wait 48 hours (but i waited about 60 just to be safe) and sure enough now it works,

I wish it would actually say CC decilned due to too many false information attempts, instead of just saying the CC was declined leaving you wondering why

[Kyle Polulak]

Please contact support at:

support@mwomercs.com