9 replies to this topic

[InnerSphereNews]

Greetings MechWarriors,

Some players have been experiencing a delay with the injection of their recently-purchased MC as a result of some issues with the current PayPal implementation.

We recently transitioned all PayPal transaction processing in-house. Prior to this change, PayPal transactions were being handled by one of our current third-party payment processors. In some cases this system was leading to transaction issues and processing delays, and as the system was being handled by a third-party the resolution of these issues was not always a speedy process.

As a result, we decided to transition PayPal services in-house to minimize the frequency of issues and to shorten any delays that may occur when trying to resolve them.

Over the long-term this change will be an extremely positive one. We have already been able to re-implement PayPal Security Key and PayPal Credit, which were two much-requested services that were not available under the previous system.

For now however, there are still some processing issues that need to be resolved. Transactions are being completed successfully, but PayPal is not reporting all of these transactions to our account systems.

We are working with PayPal to resolve this.

If you recently performed an MC purchase through PayPal but have not yet received your MC, please submit an e-mail ticket to billing@mwomercs.com with the following information:

• A basic summary of your situation.
  
• The e-mail address associated with your MWO account.
  
• The e-mail address associated with your PayPal account.
  
• Your MWO Pilot Name.
  

We will keep everyone updated as more information becomes available. Thank you for your patience.

UPDATE: We have resolved the issue that was causing this. Players should no longer experience MC injection delays when their PayPal transaction has been completed.
Standard delays may still apply for certain payment methods.

[Project_Mercy]

Thank you for implementing the Security Key feature. Working around it was a headache for me. It was nice to be able to use it for Wave 3.

[MFZ]

Does this potential problem apply to Wave III purchases as well?

[Alexander Garden]

MFZ, on 25 February 2015 - 02:31 PM, said:

Does this potential problem apply to Wave III purchases as well?

No this only involves MC purchases.

[Alexander Garden]

Update!

Looks like we've resolved the issue that was causing this. New (and successful) PayPal transactions should no longer experience MC injection delays.

[Joshenstein]

Email to Billing sent, as instructed.

I purchased 1,250 MCs for $6.95 on Saturday, February 21, 2015, to buy some paint and the ComStar warhorn, which was then on sale for 325 MCs. The transaction was processed by PayPal and money transferred, but the MCs never arrived. So no warhorn.

Update: That was fast. The MCs just arrived. Any chance of still getting the ComStar warhorn at the sale price? Thanks!

Update #2: Thank you so much Alexander for the warhorn! I do appreciate it!

Edited by James Benedict, 25 February 2015 - 03:10 PM.

[I_AM_ZUUL]

James Benedict, on 25 February 2015 - 02:59 PM, said:

Email to Billing sent, as instructed.

I purchased 1,250 MCs for $6.95 on Saturday, February 21, 2015, to buy some paint and the ComStar warhorn, which was then on sale for 325 MCs. The transaction was processed by PayPal and money transferred, but the MCs never arrived. So no warhorn.

Update: That was fast. The MCs just arrived. Any chance of still getting the ComStar warhorn at the sale price? Thanks!

Update #2: Thank you so much Alexander for the warhorn! I do appreciate it!

They have always been good about fixing issues when you spend money on this game.

[MFZ]

Alexander Garden, on 25 February 2015 - 02:32 PM, said:

No this only involves MC purchases.

*gnarf* Shouldn't have asked.
Wave3 purchase failed. :-( Ticket sent :-)

[Alexander Garden]

Something changed early this morning on PayPal's end that was again preventing successful transactions from being reported to us. This new issue included Collections and Gift Code purchases as well as MC purchases.

The issue has since been fixed, but transactions that were processed prior to the fix need to be manually resolved by support services.

If you recently performed a purchase through PayPal but have not yet received your content or if you cannot confirm the status of your Collection purchase on our website, please submit an e-mail ticket to billing@mwomercs.com with the following information:

• A basic summary of your situation.
  
• The e-mail address associated with your MWO account.
  
• The e-mail address associated with your PayPal account.
  
• Your MWO Pilot Name.

[MFZ]

My issue has been resolved. *thumbsup*