Help - Billing

FAQ

Your web browser is too old. Please use a modern browser to view the content of this page.

What are Aeria Points?

Aeria Points, also known as AP, are the virtual points that can be used on the Aeria Games platform. AP is the best way to heighten your Aeria Games gameplay experience. There are many items that can be purchased with AP in each game’s individual item mall, all of which provide special bonuses and exclusive benefits to your character.

How do I purchase AP?

To purchase AP, please visit our Billing page at http://billing.aeriagames.com or click on the circular AP icon next to your username at the top of the Aeria Games web page. AP cannot be traded between accounts, so please make sure you are logged into the account that you would like the points to be awarded to.

AP can also be purchased through the Ignite platform. When logged in to Ignite, please click on the circular AP icon next to your username at the top of the Ignite window and select Buy AP from the drop down menu.

This is my first time buying AP. What are my limits?

As a first time buyer, your account will be limited to one purchase per day for three days after your initial purchase. After three days, even if you have not made more transactions, you will be considered a registered purchaser with Aeria Games and the restrictions will lift.

I just bought AP and now I can’t use it! Help!

After you purchase AP, your account and AP may be subject to a short hold to ensure the security of your transaction and account. During the process, your AP may display as “Inactive” “-2” or “-1” and you will not be able to spend it in game or at the web item mall. There is no need to be alarmed by this, as your points will be available shortly after the process is completed. This simply means that your account is going through a wait period for security reasons. It will not affect any amount of AP you have purchased or will purchase in the future, and should not affect your ability to continue to play.

If your hold does not disappear after 40 minutes, please contact the Billing department for further assistance.

What are Bonus Points?

Bonus Points are additional points that you receive when purchasing AP. Bonus Point levels will vary depending upon value of purchase and payment provider used. For a complete listing of all payment options and bonus point values available to you, visit the billing page at http://billing.aeriagames.com and make sure to select the correct currency.

How do I change my currency and language?

To view different payment options for your location, visit the Billing page, where you will see a black drop down menu in the upper left hand corner. By default, it is set to English – USD, but if you click on it you will be able to select the currency and language of your preference.

I see I can get a lot of Bonus Points using PayPal Recurring. What is PayPal Recurring?

The highest percentages of Bonus Points are awarded using the PayPal Recurring payment method. PayPal Recurring is an automatically withdrawing account that will take money from your PayPal account and give you AP once a month with a higher level of bonus points.

For example, if you purchase $100 USD with PayPal Express, you will get a total 11600 AP. If you have a PayPal Recurring account set up, you would get 17500 AP once a month.

If you are a frequent purchaser of AP, having PayPal Recurring can be a benefit to you as points are automatically awarded. When you set up a PayPal Recurring account, the funds for the first month’s payment are immediately withdrawn. Next month and every following month, your PayPal Recurring will automatically withdraw on the 25th. We cannot change the date of PayPal Recurring withdrawal.

PayPal Recurring is not available to first time buyers. Once you have made your first purchase, you will then be able to access this service.

The highest percentages of Bonus Points are awarded using the PayPal Recurring payment method. PayPal Recurring is an automatically withdrawing account that will take money from your PayPal account and give you AP once a month with a higher level of bonus points.

What is PayPal Auto-Recharge? How do I use it?

PayPal Auto-Recharge is a feature that can be selected on the third payment step on http://billing.aeriagames.com when using the PayPal Express payment provider. When you have selected PayPal Auto-Recharge and your AP drops below 250 AP, your account will automatically re-fill with the amount you initially purchased in AP. This allows you to automatically have more AP available while in-game.

Is AP refundable?

AP is strictly not refundable and is not transferrable.

Which payment methods do you support?

The payment methods available to you may differ depending upon your location. For a complete list, please visit http://billing.aeriagames.com

Where can I see my AP?

When you purchase AP, your points will be awarded to the account that was logged in at time of purchase. If you can’t see your AP, make sure you have logged into the correct account.

Once you have signed in to your account, your AP balance is located in the right hand corner, next to your user name. If you hover your mouse over your balance, a drop down menu will appear and you can select your AP Purchase History to see all of your AP and in-game purchases.

The location of your AP balance in-game will vary depending upon each game. If you are unable to locate your AP in-game, please contact your game’s GM team for assistance.

Can I use my AP in a mobile game?

Currently, AP cannot be used in our mobile games. If you wish to make a purchase of funds to use on a mobile game, please visit the in-app store for your individual mobile game.

I’ve been charged but I did not receive my AP. Where are they?

All AP purchases can be subject to a security hold for a minimum of 24 hours. If it has been more than 48 hours from the time you purchased and you still have not received AP, there are many reasons why your payment may have been stalled.

If you’ve chosen to make a payment using PayPal E-check, your AP purchase can takes up to 7-11 days to clear. Even though the funds are withdrawn right away, PayPal will hold your funds until they have cleared the transaction. This is a standard PayPal policy and Aeria Games has no control over this.

AP is awarded to the account that is logged in at time of purchase. If you have more than one account, please check all accounts for your missing AP.

Your payment also might be under a hold from the payment provider you used to purchase. We can only award AP after notification from your payment method. To prevent further delay, please make sure to contact your payment provider first about your missing transaction.

If you have already contacted your payment provider and are still missing AP, please submit a ticket to the billing department with the information regarding the transaction (Identification Number, name of purchaser, date of purchase and amount, etc...)

What information should I know when contacting Billing Support?

Before contacting a member of the Billing staff (http://www.aeriagames.com/contact), please make sure that you have ALL of the following:

  1. Aeria Games Account ID (not in-game character name)
  2. Payment Method used to purchase
  3. Transaction or Receipt ID
  4. Date and amount of purchase

When submitting a ticket, please include as much information as you can regarding the issue. Please do not reply to the ticket while you are waiting for a reply from our support team, as replying to a ticket after it has been submitted will move it to the end of the line. Please allow up to 48 hours for our team to review your ticket. Due to the high volume of tickets, please do not submit more than one ticket as it will clutter our system.

I didn’t receive an item in-game.

If you have not received an item you purchased in game, or if you gifted an item and it was not received, you will need to contact a Game Master on the game you play. To submit a ticket to a GM, please visit: http://www.aeriagames.com/contact/support When submitting your ticket, please make sure to include the information regarding the missing item, such as item name, transaction number, and date and time of purchase.

I purchased AP during a Bonus Points sale. Where are my extra Bonus Points?

Bonus Point sales, and any corresponding sales, are awarded only if the transaction clears within the promotional time frame. If your purchase cleared after the end of the promotion, you will not receive the bonus. Please make sure to read all sale announcements in full for any limitations or restrictions.

If you feel your payment did clear and you still have not received your added Bonus Points, please first make sure that you have used a payment method that was included in our sale. Not all amounts will get the same percentage Bonus Points. When you are purchasing, Step 3 will show how much you will receive in AP and Bonus Points if you qualify within the time frame. All restrictions may apply on Bonus Point sales.

I got a code for AP. How do I use it?

If your code begins with the prefix CP: You have a coupon code to use with your next purchase of AP. To redeem this coupon, please go to our recharge center at http://billing.aeriagames.com and select Buy AP. Then, select your payment method. Coupon codes can only be applied when purchasing AP using the following methods: Google Checkout, Moneybookers, Moneybookers Bank, Moneybookers Credit, PayPal, PayPal Credit Card, PayPal Digital Goods, and PayPal Recurring, so make sure to select one of these options. Enter your coupon code and the amount of AP you wish to purchase and make sure to click APPLY. If you do not click apply, your coupon will not be added. Once you have applied the coupon, you can click through to step three and finalize your purchase.

If your code begins with the prefix EP: You have an E-Pin code which can be input directly into our billing page for AP. In order to redeem this code, please go to our recharge center at http://billing.aeriagames.com Please select E-pin as your payment type and proceed to step 2, enter the E-pin and finalize your purchase.

My gift card / pre-paid debit card / pre-paid credit card was declined but I was charged $0.99/$1

The $0.99/$1 charge you see is called an authorization fee. Authorizations, common for gift cards and prepaid credit card purchases, are not actual charges but are temporary holds placed on a credit card to insure it is a valid card. Please make sure that you have at least $1 more than the amount in AP you are trying to buy or your purchase may be declined due to insufficient funds. For Example: A Visa Gift Card with a value of $50 will only be able to purchase AP for $30 or below since the card will be charged $30 PLUS the authorization. If a purchase of $50 is attempted, the card will be declined since the card will be charged the $50 PLUS the $1 authorization for a total of $51.

Please keep in mind that gift cards and pre-paid debit cards have their own rules, so authorization fees are subject to issuing bank policy. Some cards cannot be used for online purchases until they have been registered.

Why do I get an error message when I attempt to use my credit card?

All credit card payments are processed through the PayPal system. If you are receiving an error when attempting to use your credit card, please contact PayPal for more information on the issue.

I did a free AP offer but I didn’t get my points.

All free AP offers are operated and maintained by third party companies, so Aeria Games does not have access to records regarding these points. If you feel you have completed an offer but did not receive AP for it, please contact the individual offer provider that hosted the offer.