Xsolla issues

[Aufpassen]

11 hours ago, Jason_Williams said:

Moved to complaints. I've already told you to write support or Xsolla. See my comments in the other thread. 

 

Jason

In my case paypal and VISA both do not work. Never had anything like this before. I am not going to bother spending my time to solve Xsolla's problem. In the mean time, no sale. ?

Edited December 6, 2018 by Aufpassen
spelling

[Pajeka]

Just a quick update to my previous mail regarding Xsolla's rejection of my Paypal payment. I received a return mail from them advising "Unfortunately, your last payment triggered our security system and we did not charge your account. We have now changed security settings for you, and you may retry the payment."

 

A second attempt earlier today did prove successful, but after Paypal had made the payment there was further delay by Xsolla "Your payment is undergoing additional security verification. In case the payment is not delivered to your account within 30 minutes, please contact our customer support". After some few minutes delay, the transaction was eventually approved.

 

Got there in the end, a painless (but frustrating) process without too much faffing about. I just hope I don't have to repeat this process for any further purchases I might make.

[SAS_Storebror]

I'm in contact with Xsolla support.

Something's fishy there.

I've read a couple of complaints about Xsolla here in the forums now, and the internet is full of them.

Now they caught me too:

While in the past (pre-Xsolla time) only Paypal wasn't ever working for me (for unknown reason), at least I could purchase items directly using my Credit Card.

About a month ago, I've purchased BoK for a friend through Xsolla using my Credit card.

Today I've tried the same for "Fortress on the Volga" and dang - no go.

 

MobileGo, Paypal, Amazon Pay: All instantly give Error 3032.

Credit Card payment lets me enter my card data, thinks about it 10 seconds and then... Error 3032.

 

The Xsolla support isn't quite of the most helpful sort in the beginning.

The first replies so far were "what's the problem?" and "please retry the payment".

Then they've finally fixed it, I guess they have manually unlocked my IP address.

I can only recommend to take half an hour time (for the waiting required), maybe put a coffee cup aside, and get in touch with Xsolla Support:

https://static.xsolla.com/system/chat.html

 

Nevertheless... I understand that you see lots of successful purchases through Xsolla so far, but let me say that you might not even have the slightest clue of how many sales figures you've lost because people will just give up on the meaningless error messages they get from Xsolla (which btw. lack any link to the support you should contact according to the message).

 

Mike

Edited December 6, 2018 by SAS_Storebror

[SYN_Mike77]

Here is my question.  If I have bought everything from the company store before now, can I buy this through steam and have it applied to my existing game?  If so what must I do (besides purchasing the game of course) to get them to sync up?

[BlueHeron]

Just made four attempts to pre-puchase the new campaign but got a generic message Unable to Complete your Request.  Support simply asked my to try again, so no help there.

I keep hearing that you need to enter a 4-digit code that they will send, but I only receive an alpha-numeric code which doesn't work.

XSOLLA* Z3PK CODE

 

Is there some alternative method to purchase this campaign?

 

EDIT:  Tried with multiple credit cards with no luck.  Also failed using PayPal.   Finally I was able to successfully purchase using my Amazon account.   That was brutal!

Edited December 9, 2018 by BlueHeron
Add update

[pegg00]

Every time I attempt to make a purchase, Xsolla asks me to verify my card by entering a code that they charged to my bank account, after I do it it says, "We are unable to complete your request at this time."  Very annoying.  How fix?

[SAS_Storebror]

Go to https://static.xsolla.com/system/chat.html and explain your issue:

"Hi, I've tried to purchase an item from il2sturmovik.com store but the process always fails with error code 3032. Please advise how to proceed."

 

Change Error Code if yours isn't "3032".

Wait a few minutes for feedback, answer questions as requested.

When they say "try again": Try again.

Worked for me.

 

Mike

Edited December 10, 2018 by SAS_Storebror

[SAS_Storebror]

17 hours ago, BlueHeron said:

Support simply asked my to try again

...and that's exactly what they mean.

You should reach out to their support from the same PC you've tried to do the purchase from.

https://static.xsolla.com/system/chat.html

Worked for me. When they said "try again" I've tried again and it worked.

Apparently they've had to unblock an IP address (/range).

 

Mike

[SYN_Mike77]

didn't work for me.  They suggested I use paypal.  Reading above it doesn't sound like that will work either.  Guess I am permanently banned from buying stuff.  Luckily I have preordered all the stuff they have coming out.

[SAS_Storebror]

1 hour ago, SYN_Mike77 said:

didn't work for me

What didn't work for you?

You need to be a tad more specific.

You won't drop you car at the garage just with "doesn't work" either.

And you probably won't take it with you before they fixed it, do you?

 

This...

1 hour ago, SYN_Mike77 said:

Reading above it doesn't sound like that will work either.

...rather sounds like you didn't even try.

 

Mike

[SYN_Mike77]

The link you provided to chat with xsolla,  Well, to be specific, it did work in that I chatted with one of their agents for about a half an hour and she couldn't clear my account for use through their system (even though I can use that card for every other internet purchase I have made this christmas season).  Literally, a half an hour.  My question is, how hard should it be for a customer to give his money to a business?  At what point does the customer just shrug his shoulders and walk away?  

 

I get the decision by 1C;  'We will lose a certain number of customers but all of our transactions will be safer.  As long as the number of customer losses is low enough, it makes sense'.  It's just my bad luck to be in that small group.

Edited December 17, 2018 by SYN_Mike77

[SAS_Storebror]

After my purchase I did leave a comment on the Xsolla Payment System here:

https://www.trustpilot.com/users/5c093d1db4a3e7f1e3e1332f

 

According to their reply, the best bet is to choose credit card, not paypal.

This corresponds to my observation, especially as when I pay through paypal (and that account in turn gets paid through my credit card), it's actually two steps that could fail instead of just one.

Add to that, their reply to my comment fits as well, as in previous purchases I've used a different credit card, and only recently used the one that gave me trouble. The "good" one apparently had Xsolla clearance already whereas the "new" one didn't.

I take it that this is really the trouble you have to take from today's insecure payment systems and the ways to work around that issue.

Nevertheless, I totally agree that there's a high risk of losing a substantial amount of potential customers without even knowing.

I could imagine that the majority of newcomers who try to buy this game and crash their nose on Xsolla, won't even bother to contact their support, let alone come here and report their issues (which they probably can't do due to missing account anyway).

Instead, they'll simply let go after 3 attempts (at best) and move on to another game.

 

That being said, I'd suggest to the dev team - if they didn't do so already - to try to get some figures about the success ratio of Xsolla payments, to get an idea at least how many customers they might have lost.

 

Mike

[SYN_Mike77]

Yeah I don't do paypal.  My Brother-in-law worked for the FBI in their electronics division and he swore that the worst security they ever saw was with paypal.  His adult daughter ignored him because he was just dad being an old man.  Her account was hacked within 6 months and it was a major pain in her backside.  He didn't know whether to laugh or be mad at her!

 

 

[ForceToast]

Works fine for me.

[SYN_Mike77]

Update on my situation.  I called my credit card company to double check to see if there was any possible fraud  problem.  They said no.  The microcharges from Xsolla are showing up and they are oking those charges.  They have not received any codes to pass on to me.  The guy knew what I was talking about and said they weren't there.  So, I'm going back to xsolla and see if this information helps move them.  

 

Further update.  I went back into xsolla and gave them the above information from my Credit card company.  This time the Xsolla agent was able to clear my number and the purchase went through!  I'm now back to 100% purchase from this team.  I hope to god I don't have to go through that everytime I try to buy something here!

Edited December 17, 2018 by SYN_Mike77

[SAS_Storebror]

Don't worry.

Once your credit card has been cleared by Xsolla, you can use the same card again without any issues.

 

I'm glad to read that we've got you back aboard again 

 

Mike

[IckyATLAS]

XSolla is a mess. I tried with a credit card. But they send codes through a microcharge. But the problem is that nothing appears on the banks credit card transactions. So no codes impossible to do at least here with Swiss banks. I decided to try with PayPal where I have a valid account. I get an 1902 Error for security reasons. They say I should use a credit card instead. Back to square one. I filed a ticket, and if this is not solved then I quit, I won't loose more of  my time with XSolla. Good that I already pre-ordered Bodenplatte with the previous normal credit card system. Why change something that works. Anyway in the future it will not be possible for me to buy anymore anything on the IL2Store, end of the story.?

 

 

Edited December 18, 2018 by IckyATLAS

[SAS_Storebror]

They have to give a clearance to your card in advance, which can either work through the codes from Micropayment (which doesn't work in your case since your bank probably "eats" the micropayments before they appear on your account) or through a support ticket / chat call.

Once the card has received clearance it will work.

 

Mike

[SYN_Mike77]

On 12/18/2018 at 1:14 AM, SAS_Storebror said:

Don't worry.

Once your credit card has been cleared by Xsolla, you can use the same card again without any issues.

 

I'm glad to read that we've got you back aboard again 

 

Mike

Well, I just went to buy the new plane and got blocked again.  So, once again I have to go through way more work to give them my money.  

[SAS_Storebror]

That's odd. The same credit card should work once it has been cleared.

[Pajeka]

Oh well another Paypal purchase (Gambit’s new Campaign “Havoc over the Kuban”) rejected by Xsolla for same security reasons as previous purchase (noted above). On the last ocassion I was advised By Xsolla staff that my security settings had been changed to prevent re-occurance, Obviously not. Yet another ticket submitted....patience is wearing thin. 

[SYN_Mike77]

Right, we are dedicated fan boys who will stand in line, the more casual, or even worse, first customer, will be walking out the virtual door.

 

I think it is safe to say, Xsolla is indeed broken.

 

Edited December 19, 2018 by SYN_Mike77

[Pajeka]

Surprised! Xsolla responded promptly to my ticket (approx 15 min) advising (as previously) that security settings had been altered and purchase could go ahead. Purchase via Paypal was straightforward, but further 25 minutes was required for Xsolla to carry out their  additional “Payment Security Verification Checks”. Well! now proud owner of Gambit’s new campaign, I’m sure it was worth the wait.....

[YoYo]

Again I have the problem, cant buy Po-2 and Gambits campaign ?

 

Edit.

With chat (Xsolla) finally was ok.

Edited December 19, 2018 by YoYo

[IckyATLAS]

I admit I was too frustrated to abandon. You feel discriminated in these kind of things. You feel deep injustice. So after three or four liters of 40 years old Scotch Whisky and twenty pills of Xanax I felt calm enough to try again.

 

First I tried again credit card, bank codes etc. but no way. So I called the online Chat. You have to be patient, you can drink some acquavit between questions and answers, and after a small chat to understand whats going on, they tried to do micropayments and codes again and they saw that indeed it does not work, and after downloading a scan of the card but showing only some specific parts of the card as they required  (I have photoshop so no problem to hide what has to be hidden) they finally gave a special security clearance to the card so that I do not need any codes anymore. Thank you Julie, kisses you are my savior angel.

 

So my hands shaking I am back on the store and try to buy all what remains to be bought in one shot (you never know what may happen next time) as now we have an additional campaign and the U2 plane. I plug the credit card data and first got my bank asking for clearance of the payment, okay for that step, seems positive, never had it before, then........ bang got a display saying that Xsolla had do to credit card security check and this may last 30 minutes and if it does not go through then call customer support. I started drooling with a kind of nervous spasm, but my brain was fighting... Okay Okay stay calm you still have 30 minutes to wait before you commit........... anyway another liter of 60 year old Scotch goes down the drain, a few additional Xanax pills and then after 10 minutes more or less ....ohhhhhhh  a miracle... a green box with a text and a smile saying that the payment is accepted. At that moment you see the light. Everything becomes nice, shiny and glittering the magic of Christmas, blessed by Santa Claus. 

 

Beware, if you use Xsolla, you may end up a complete alcoholic. By the way nobody saw my bottle of Scotch.....or was it..... no Acquavit...... or no ............

 

 

Edited December 19, 2018 by IckyATLAS

[Pajeka]

5 minutes ago, IckyATLAS said:

I admit I was too frustrated to abandon.

 

 

Well done Icky, perseverance won the day... great news!

[=SqSq=switch201]

This...... this xsolla stuff..... is drving me crazy. I tried to pay pal and it won't let me do that. I try to do xsolla, and when I entered the correct code it still failed. now I am trying again and it won't send a second code and the old one doesn't work either. This is a serious hindrance to me buying directly from the Sturmovik website. 

Just tried a second card. and that one doesn't work either. I'm literally trying to give you money and you won't let... Please seriously reconsider working with xsolla. I've never seen them before until now, and I hope I don't see them again.

First card was debit second card was Credit

[TheHighwayman]

Tried multiple payments, was told to get a code and enter it. But my accounts don’t update in real time.

 

I get the security thing, but this is overzealous. It’s not a normal experience. 

 

I wanted to purchase “Fortress on the Volga” but I won’t do so through this system. I tried three different accounts. And I should not have to waste time with customer service just to spend $8 of my money. 

 

Sorry guys. I support this sim and own almost all of the content, but I want the experience to be hassle-free. 

 

I hope this gets fixed.

[SAS_Storebror]

1 hour ago, SCG_TheHighwayman said:

I hope this gets fixed.

Please define "fixed".

The system is working, it's just on the uncomfortable end of being cautious (almost overcautious), but it does work.

On the other hand, this way the team probably won't have to deal with fraudulent activities at all.

I think it's fair to raise concerns about the system, but it's not the right solution to sulk in a corner instead of "wasting" a minute at the Xsolla customer support.

 

Mike

[=SqSq=switch201]

8 hours ago, SAS_Storebror said:

The system is working, it's just on the uncomfortable end of being cautious (almost overcautious), but it does work.

 

 

If the system was working I would have the plane I tried to purchase in my account but I don't. I went to bed and tried to purchase the plane again this morning. The frustrating thing to me isn't that I have to jump through a bunch of hoops to buy something (getting codes from my account and such). Its that even after i jump through said hoops it still doesn't work and fails to complete the transaction. I get the need to have security when dealing with online credit card payments, but They need to partner with a company that can provide a constant service.

I hope the 20 dollars that got charged to my account gets dropped because the transaction never went through.

 

 

This is only with one of the cards I tried. This is ridiculous. This literally prevents me from buying one of your products, and now I don't know if I even want to anymore.......

[SAS_Storebror]

Did you ever try to reach out to the Xsolla Support Chat?

Worked for me on first try.

 

Mike

[THERION]

Ladies and Gentlemen,

 

Is it possible that you all got trouble in buying things with your credit card or PayPal linked with your credit card?

Because, since they changed their payment system (Xsolla), apparently only people with credit cards or PayPal

linked with their credit cards seem to have trouble.

 

I only use my basic PayPal account to buy things from the net and I've never had any issue - before and after

the new payment system. And to be honest, I feel much more safe, not using my credit card in the web.

 

Cheers

[SYN_Mike77]

I've had ongoing troubles (since last week) with Xsolla.  Try their chat function as Stoebror suggests.  Eventually it will work but it may take time.  And you may have to deal with them the next time you make a purchase (I did).  

 

My worry is that if you look at the people here who are giving an hour or more to make this purchase, they are long time fans.  I fear the more casual user will just walk away.  

 

Security sure, but at what cost?

[=SqSq=switch201]

27 minutes ago, SAS_Storebror said:

Did you ever try to reach out to the Xsolla Support Chat?

 

I will try this, but what Mike77 is saying resonates with me, and I believe he makes a very valid point. I love this game and even I am getting frustrated, and if I hadn't already bought the main game outside of steam I would have simply just gone to steam the moment I ran into trouble.

 

Quote

Is it possible that you all got trouble in buying things with your credit card or PayPal linked with your credit card?

Because, since they changed their payment system (Xsolla), apparently only people with credit cards or PayPal

linked with their credit cards seem to have trouble.

 

I have tried paypal (which is linked to my bank account directly). It didn't even have paypal open up to let me log in, it simply said I wasn't allowed to use paypal. I then tried a debit card which didn't work (after following sxolla's instructions) and then I tried a credit card which also didn't work

[TheHighwayman]

This customer experience isn’t normal. 

 

I don’t want to jump through extra hoops or interact with someone. Part of the point of shopping online is to avoid human interaction. ? 

 

In my opinion, this payment system is unsatisfactory from a customer standpoint. I’m sure it solves problems for the business, but it creates a “pain point” for me and a few other consumers. 

 

I’m choosing to refrain from this system for the reasons listed above. I’m making this known so the team at IL2 can consider it when making future decisions. I’m grateful others are also communicating their opinions. 

 

I’m speaking up because I enjoy and value IL2. But I am not willing to jump through extra hoops to purchase a single scripted campaign. 

 

It’s likely they’ve done their research and have chosen what is the most effective option. I can’t fault this. But I will say, I am not a fan and I hope it gets tweaked to make the customer experience better. 

 

See everyone in the skies!

 

 

 

[=SqSq=switch201]

I agree with everything Highwayman posted above. I am in the same boat

[SAS_Storebror]

While I fully understand your frustration, it doesn't change the fact that you've got the choice to either keep complaining, or get in touch with Xsolla support chat to get your issues sorted.

It's all your choice.

 

Mike 

[YoYo]

More infos about problems with Xsolla You can find here:

 

[TheHighwayman]

You are correct, SAS Storebror.

 

I am choosing not to buy at this time. My complaint only serves the purpose of making the issue known to the IL2 team, and to show others here they are not alone in their concern. 

 

And thats it. ?

 

 

[Rotmilan]

Hello,

 

Similarly disappointing experience here. This time, to complete the picture so to speak, Amazon Pay (so no credit/debit cards or Pay Pal involved this time) didn't go through. Funny thing is there is an open order waiting for delivery at Amazon (unrelated to il2sturmovik.com) and another one that's been completed a fortnight ago (equally unrelated) - all carried through via the same bank account. To be fair, I must add that, first, I would have been a first-time customer for Il2sturmovik.com (well at least I really tried, as in hard) and then, second, in my case Amazon is the culprit, which for some unfathomable reason (remember there is an order still open and I am a long-time customer of Amazon to boot) declined the transaction for security reasons. Xsolla customer service (live chat) really tried to help. How about just cutting out all those middlemen and offering SEPA bank transfer (here) in Europe, as in me being foolhardy enough to even give you the money before I receive anything and forfeiting any means of charging back (which Amazon Pay still entails as a security blanket for the customer) on top of it?

 

Nevertheless, have Fun!