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Digital River not taking my Credit Card number

 
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Digital River not taking my Credit Card number - 6/7/2006 10:06:01 PM   
Williamb

 

Posts: 594
Joined: 1/4/2001
From: Dayton Ohio
Status: offline 		Been trying for two days. I know I have money in the account and my card number is valid and talked to my bank said everything is fine.

Yet everytime I enter in all of my credit card info I get an error file and told to contact my bank. Is frustrating.

Anyone with a solution ? other than pal pal or ordering a different way. Want to download it right away not wait weeks.

Of course can just order the hard copy IF I can get my info to be accepted.

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Post #: 1
RE: Digital River not taking my Credit Card number - 6/7/2006 10:10:57 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		William,

Please e-mail me at erikr@matrixgames.com with as much order info as you have and we will work with you to figure this out.

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC



For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to Williamb)
Post #: 2
RE: Digital River not taking my Credit Card number - 6/7/2006 10:58:21 PM   
Okimaw


Posts: 268
Joined: 4/24/2006
From: Land of the brave, home of the Cree
Status: offline 		I had the same problem too but I emailed Mastercard, support at matrix and digital river (not Erik)before I saw this post. nobody got back to me. However, I'm positive it's the credit card company at fault. I'm going out of town tomorrow so I just cancelled the order and I'll wait to buy the cd.

_____________________________

I have returned

(in reply to Williamb)
Post #: 3
RE: Digital River not taking my Credit Card number - 6/7/2006 11:07:43 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Okimaw,

If you could also please e-mail me and let me know which e-mail at DR you used please? I'll check with our support to see if they followed up. While we are seeing no issues in general with the vast majority of orders going through smoothly, I'm concerned that there seem to be a few problems here and would like to make sure there's no common thread (or if there is, get it fixed ASAP).

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC



For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to Okimaw)
Post #: 4
RE: Digital River not taking my Credit Card number - 6/7/2006 11:19:53 PM   
Williamb

 

Posts: 594
Joined: 1/4/2001
From: Dayton Ohio
Status: offline 		Grr think I know what problem is.

I think I wil wait till I get home. I think the number is worn on my card and Im not reading it right.

< Message edited by William Amos -- 6/7/2006 11:22:16 PM >

_____________________________


(in reply to Erik Rutins)
Post #: 5
RE: Digital River not taking my Credit Card number - 6/8/2006 7:49:42 AM   
Williamb

 

Posts: 594
Joined: 1/4/2001
From: Dayton Ohio
Status: offline 		Had to send you and email Eric I still cant get it to work

Used my email address listed on this site

_____________________________


(in reply to Williamb)
Post #: 6
RE: Digital River not taking my Credit Card number - 6/8/2006 6:43:05 PM   
AllanW

 

Posts: 5
Joined: 7/13/2001
From: Burnaby, BC , CANADA
Status: offline 		Buying TOAWIII from Digital River triggered a security alert with Visa. Their secuirty department called me the next day to confirm that I had made the transaction. That may be the problem you are running into. I don't remember exactly what the problem was though, something about the countries not matching up I think.

Allan

(in reply to Williamb)
Post #: 7
RE: Digital River not taking my Credit Card number - 6/8/2006 7:25:16 PM   
Banquet

 

Posts: 1184
Joined: 8/23/2002
From: England
Status: offline 		I had similar problems purchasing this game.  In the end I rang the customer helpline/orderline shown on the order page..  I gave them the error code at the bottom of the rejection screen..   A very helpful man cleared the error..  I re-tried the order and it went through. 

Anyone with these problems, I'd advise they give the orderline a ring.  They are very helpful

(in reply to AllanW)
Post #: 8
RE: Digital River not taking my Credit Card number - 6/8/2006 7:53:05 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		FYI, we are also following up on any e-mails received, anyone who has not heard back yet but has e-mailed me should be getting a call from DR to walk through the process and find the specific error. So far, there has been no common thread, so I assume the higher number of issues is simply due to the current traffic in the store.

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC



For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to Banquet)
Post #: 9
RE: Digital River not taking my Credit Card number - 6/9/2006 11:03:37 PM   
ClaudiMCK

 

Posts: 5
Joined: 8/12/2001
From: Denmark
Status: offline 		I can't get Digitalriver to accept my billing info this time. I have tried all combinations now, very frustrating. And I know it has worked before ordering HTTR, WitP etc. Will try in 24 hours again.

_____________________________


(in reply to Erik Rutins)
Post #: 10
RE: Digital River not taking my Credit Card number - 6/9/2006 11:09:38 PM   
Banquet

 

Posts: 1184
Joined: 8/23/2002
From: England
Status: offline 		There's something wrong with the Digital River system.. having finally got my order for TOAW to go through after phoning them.. for my CotA order they flatly refused to 'fix' the error.. insisting instead I contact my bank to sort out the details for my cards.. well the details for my cards have my name and address and they have them correctly, so what am I supposed to tell my bank ? 'err.. you have my details correct, so.. thanks.. bye'?

Anyway, despite this problem - the next time I tried the order (planned to ring back and hope I spoke to someone else) the order went through without needing to ring again (no idea why).. so lucky me this time - but it's been such a pain getting these games ordered - if I'm on the fence about a purchase, the thought of this hassle will be enough to put me off I'm afraid.

(in reply to ClaudiMCK)
Post #: 11
RE: Digital River not taking my Credit Card number - 6/10/2006 7:15:57 AM   
petdoc

 

Posts: 111
Joined: 5/24/2002
From: Calgary, Canada
Status: offline 		Something funky is going on. DR wouldnt take my CC either. I called matrix directly and a very helpful young lady put the order through on her end and it worked! Go figure. Only problem was Matrix never emailed me a confirmation, but didnt matter too much as I had the order number and just retrieved the info that way.

(in reply to Banquet)
Post #: 12
RE: Digital River not taking my Credit Card number - 6/10/2006 9:40:33 PM   
Pergite!

 

Posts: 546
Joined: 6/7/2006
From: The temperate climate zone
Status: offline 		I have tried for almost four days to purchase TOAW III but instead gets the same error message when I want to confirm my order. I have contacted my bank and there is nothing wrong with my account or my Visa card.
I have also (the first thing I did) mailed the Matrix support with further details on the error, as well as after reading this thread mailed Erik with the same information.
I dont feel the need to actually call the US to sort this thing out, it shouldnt ber the customers trouble, and it feels strange that this problem iusnt better acknowledged somehow.

It wont help me to get a call from DR, in another funky timezone, to sort this out. I looked forward to take TOAW with me on my laptop for the vacation, but I guess I will have to find something else to spend those rainy days on.





< Message edited by Pergite! -- 6/10/2006 9:43:24 PM >

(in reply to petdoc)
Post #: 13
RE: Digital River not taking my Credit Card number - 6/10/2006 10:38:13 PM   
ClaudiMCK

 

Posts: 5
Joined: 8/12/2001
From: Denmark
Status: offline 		Tried again this evening with same result as last night DigitalRiver will not accept my billing info. Then tried the email support and got an automated response about european VAT. Well if you they don't want my money they shall not get it.

(in reply to Pergite!)
Post #: 14
RE: Digital River not taking my Credit Card number - 6/11/2006 5:11:46 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Gentlemen,

All the issues we looked into earlier this week had separate resolutions - there was no common thread. TOAW III is getting a lot of traffic and the vast majority of orders are having no problems, so this is an instance where we need to work with you case by case.

If you are having an issue with getting your credit card or other payment type to work, please do the following:

1. E-mail erikr@matrixgames.com with the subject "DR Payment Issue"
2. Include your order info (this is generated even before an order is complete, you should be able to see an order number for reference)
3. Make sure we have an e-mail address (not a forum login name) to contact you with

I have been and will be following up on each individual case with Digital River to make sure we get everything resolved. Please realize that in the case of a unique issue, our e-mail support won't be able to sort it out - the store (DR) support may be able to, but the best bet is to have us investigate.

I apologize for the inconvenience for those of you that are dealing with this. If you've e-mailed me and haven't heard back from me or from DR, please re-send as we do have a fairly aggressive spam filter.

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC



For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to ClaudiMCK)
Post #: 15
RE: Digital River not taking my Credit Card number - 6/11/2006 5:21:59 PM   
Terminus


Posts: 41459
Joined: 4/23/2005
From: Denmark
Status: offline 		Really weird how many problems this has caused... I've never had a single issue with DR, not with one of the many games I've bought. Just lucky, I guess...

_____________________________

We are all dreams of the Giant Space Butterfly.

(in reply to Erik Rutins)
Post #: 16
RE: Digital River not taking my Credit Card number - 6/11/2006 6:35:33 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline
quote:

ORIGINAL: Terminus
Really weird how many problems this has caused... I've never had a single issue with DR, not with one of the many games I've bought. Just lucky, I guess...


Yep, the vast majority of orders are going through fine and so far there's no common thread with the errors. In each case it's been a different problem/resolution.

Regards,

- Erik


_____________________________

Erik Rutins
CEO, Matrix Games LLC



For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to Terminus)
Post #: 17
RE: Digital River not taking my Credit Card number - 6/13/2006 1:35:00 PM   
Pergite!

 

Posts: 546
Joined: 6/7/2006
From: The temperate climate zone
Status: offline 		Thank you for the support Matrix and Erik!

I dont know what you did, but my order went through this time around. TOAW will be up an running on my system in minutes.


(in reply to Erik Rutins)
Post #: 18
RE: Digital River not taking my Credit Card number - 6/13/2006 11:33:14 PM   
Williamb

 

Posts: 594
Joined: 1/4/2001
From: Dayton Ohio
Status: offline 		Digital River finally got my moneyu order and I started downloading the file. Had to leave for work before it was finished however. (figures)
But thanks to Eric and all the others for their help.

_____________________________


(in reply to Williamb)
Post #: 19
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