Payment Pending for Support Pack - something went wrong between Xsolla and my bank

Tonight I bought Sunspire Support Pack and something happened between Xsolla and my bank. In the last stage it showed en error message. I went to my bank to check if there where some limitation for purchase through internet just to discover that I couldn't log in to my own bank neither on mobile app or on web.

When I try to log in to my bank it turns out they have log in issue which make it hard to confirm what have happened on my account. And yes there where enough money on account and I have made purchases before, so I am not new to using Xsolla.

Now after several hours waiting for bank to fix log in issue I can finally look at my account and there is a reservation for $60 from Xsolla, meaning as far as I can see that this transaction should gone through.

What am I to do now? As far as I can see I have paid for Sunspire and on my account for PoE it only show "Payment Pending" and nothing from Sunspire on my account. I don't want to pay a second time for getting my things in Support Pack. Can GGG fix this as far as I can see it is paid from my side. What documents do you need to prove this?

//RexyCat

You can e-mail support@grindinggear.com if you want to, but this isn't proof there's a problem with the payment - it just means that it hasn't gone through yet.

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Sarno escreveu:

You can e-mail support@grindinggear.com if you want to, but this isn't proof there's a problem with the payment - it just means that it hasn't gone through yet.

What do you mean with "this isn't proof there's a problem with the payment"?

Are you talking about "Payment Pending" or something else?

//RexyCat

This is very likely nothing to do with GGG or your bank and the payment has not been taken off.

I got this (actualy multiple pending payments) due to either/both my add blocker and no script interfeering with xsollas payment screen, after disabling them both via the browsers addon menu and trying again it processed the payment just fine...the issue with the add block/no script is that it seems to block the transaction verification process (in my case xsolla verify the purchase with my bank)

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lagwin1980 escreveu:

This is very likely nothing to do with GGG or your bank and the payment has not been taken off.

I got this (actualy multiple pending payments) due to either/both my add blocker and no script interfeering with xsollas payment screen, after disabling them both via the browsers addon menu and trying again it processed the payment just fine...the issue with the add block/no script is that it seems to block the transaction verification process (in my case xsolla verify the purchase with my bank)

I know Firefox have some new feature that might block insecure websites in the background (extended security features from Mozilla group) and maybe uBlock might have something to do with it. It is impossible to know for sure what is going in in background as FF and uBlock might update themselves from time to time.

I doubt it had something to do with browser or uBlock right now as I have done purchases before and in this case it is my banks security feature through VISA where you confirm your log in or purchases digitally at bank and as part of purchase process that did not work. At that time confirmation did go through with BankID on cell phone (purchase where made on computer - web browser, but you use your phone for BankID as part of confirmation process), but when I try to log in after getting error from Xsolla I couldn't get into my bank account either where you use BankID (digital confirmation about your identity). Message on bank where that they had technically difficulties at the moment. This happen during night time, so there is no costumer support until 7.00 in the morning.

In this case my bank also had an issue with all log in (through use of BankID) which could have an impact on confirmation process as in the last stage I had to use this (BankID) security feature to confirm to my bank that I wanted to allow a purchase of $60 to Xsolla with my cards info displayed and confirm this by a password/pin-code before I would be directed back to Xsolla and then to PoE site).

Confirmation process went through and money where being reserved to Xsolla on my bank account, but there is nothing on PoE site except for "Payment Pending" when I check my PoE account for purchase information.

I did contact by support and gave them the usually information about my PoE account and what happened, so I hope they can fix it as I had planned to actually use those Coins to purchase things on sale...



//RexyCat

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Al_GGG escreveu:

Hey RexyCat, I'll send you a PM regarding your purchase now.

If anyone else has issues making a purchase or if you've made a purchase and it isn't appearing on your Path of Exile account, please contact us at support@grindinggear.com from the email address associated to your account, just like Sarno has mentioned. We'll be happy to look into fixing this up for you!

Thanks, Al_GGG!

Now I am a happy exile again! ;-)

Although i do not feel that secure any more to use Xsolla to make purchases as it seem that there are several PoE player that have had "Payment Pending" issues already for a year ago on reddit.

Could you explain for me what happened in my case (you can explain it in my email sent to support that you responded to, if it is to sensitive for talking about it here on forum)?

Everything from my banks side looked ok with exception for that error message after my digital ID where confirmed at bank and page where redirected back to Xsolla site. Where there a interruption between Xsolla and the network for digital ID confirmation from my bank?

Thanks again for taking care to solve this issue.


//RexyCat