When we buy AP we want it NAO! Completely understandable - buy now, get now...right?!
Not always :/
Here's some reasons why your AP purchases don't come in right away and what to do about it.
If you see "ERROR" look at the actual AP balance on any Item Mall Webpage.
Note I said WEBPAGE
. The AP balance you see in game does NOT reflect billing errors.
********-1 SUSPENDED ERROR*******
IF THAT AP BALANCE SAYS -1 YOU WILL NEED TO SEND A TICKET TO BILLING.
There's several reasons for a -1 error.
- Change of payment method
Such as: you used a different credit card or You used a Fun Card when you normally use Credit Cards.
- You used a card that is expired
I did that once >.<
- You've been inactive or haven't purchased AP for a long time and now suddenly you are again.
This causes a red flag because they want to make sure you didn't get hacked - who wants a hacker gleefully spending their AP?
- You changed the PIN on your credit card.
If you've changed any information on your card Aeria doesn't have it, so they'll need you to verify.
- Using the same card on multiple accounts
A few other reasons - you don't have the money in the account like you thought you did, paypal just isn't working right, etc.
Another easy indicator of a -1 error is you will see "Suspended" on your Item Mall webpages.
This ONLY means that your BUYING is suspended. NOT your account. You can still play your game.
You may (should) receive an email if your account is suspended for buying, and directions on how to proceed. Be sure to check your spam folders and put Aeria on your whitelist so you can receive these emails.
All of these things are certainly annoying, however, they're for your financial and gaming protection. None of us would want Aeria to NOT check these things and just let anyone use our money, right?
If you do indeed have to send a ticket
to Billing, even though it's frustrating and hard to wait, please be patient
. DO NOT SEND MULTIPLE TICKETS FOR THE SAME ISSUE. DO NOT REPLY TO YOUR TICKET IF IT HASN'T BEEN OPENED YET.
I cannot stress this enough. It resets the timer on your ticket, basically putting you back to the end of the line and then you'll be waiting even longer. Replying or sending more information before your ticket has been opened will do the same thing. The billing department serves all
, did I say all?!
30+ Aeria games, not just your game. That means they're helping a lot of people, which can take some time. Generally billing will get back to you in 2 or 3 days, sometimes sooner, depending on how many tickets they've got in the pile. Sometimes, although this can be extreme, billing can and has taken up to a week or more, but this is rare and generally for more complicated issues like proving you are the account owner.
Your 2 to 3 day wait time begins from when you've submitted the ticket, NOT from when you got your error.
When you send that ticket please put "Account Temporarily Blocked" or something similar in the subject line. Thank you Dutch_ for that information : )
********-2 INACTIVE ERROR*******
IF THAT AP BALANCE SAYS -2 RELAX!! YOUR AP IS ON ITS WAY!!
-2 Error is a not-so-fancy way of saying "The transaction is in progress...please stand by." Basically, even though paypal or your bank account may say the money has already been deducted, there's still some processing time and the error will clear itself in about 5-20 minutes.
No need to send a ticket or make a post in forums.
Another indicator of a -2 error is the word "Inactive" on your Item Mall webpages.
This simply means that buying and spending is on hold until the transaction finishes processing.
ERROR CODE: -901
This means that paypal cannot complete the transaction and you will need to contact them to see why. This is explained here.
Thank you GS b1ank for finding the link.
-1 / SUSPENDED ERROR = SEND A TICKET
-2/ INACTIVE ERROR - WAIT ABOUT 20 MINUTES, THE AP WILL SHOW UP
-901 ERROR - GO TO PAYPAL, THAT IS THEIR ERROR.
If Billing requests your purchase or transaction history you can find it here: https://billing.aeriagames.com/report/out_list.asp
If you do not have a transaction number please follow the instructions in the Billing FAQ
If you miss a promotion due to a billing error you can send a Missed Promotion ticket and you will receive the item(s) or something similar. www.aeriagames.com/contact
If you are having difficulty or Billing is taking an unusual amount of time to resolve your ticket please make a post in Billing forums so your ticket can be reviewed by the proper person(s), or give your ticket # to a GS for your respective game for forwarding.
There are a few payment methods that can take up to 24 hours to receive the ap. Those methods are outlined here. Thanks to GS Giovanna_X.
If I've missed anything, posted incorrect information, or you have a suggestion for this post please feel free to point it out. Thanks <3