Xsolla issues

[=SqSq=switch201]

Since I came here to complain its only right that I come back and say I was able to make my purchase after a brief online text chat with customer service. After he spoke with me, I was able to make the purchase via paypal no issue.

Still doesn't change that fact that it was indeed a hassle I normally wouldn't have to go through.

[IckyATLAS]

I decided to try The Tank simulator. So happy that now my credit card is cleared without the need of codes I decided to buy it.

OH NOOOOOOO! we are back to square one. The same mess started all over again. This time I quit really. I will stay flying for the moment, just forget the tanks.

 

Xsolla you are a pain in the.............

[-TBC-AeroAce]

I had them decline my payment too. 

 

The devs really need to have a look at this because it is stopping a lot people giving them money.

 

[Lusekofte]

On ‎12‎/‎17‎/‎2018 at 6:38 PM, SYN_Mike77 said:

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!

 

Had Paypal for years, I regularly change password though , never been hacked

[muffmuffin]

Ahahaha. I can't even make a purchase now. Before xsolla I just used my PayPal without any problems. Now all I get is this "no payment option available" page and that's it. I guess it's back to shopping on Steam for me. Hopefully Po-2 will be available for purchase there soon.

[Bundook]

Yes, same here. I tried to buy a campaign , and I got the transaction refused (only a few dollars, for sure, but I've bought hundreds of dollars worth of IL-2 BoX stuff from this site in the past). Their verification options were unusable for me and their helpline couldn't help. Devs, you just lost a sale, guys.

[ew_uni]

hello, PayPal payment declined, don’t know how to get verification code. tried chat to find out why PayPal declined. concerned about the pending charges i’ve been reading about in other posts. It’s not worth the frustration. no sale

[SAS_Storebror]

I'm wondering what lines like...

12 hours ago, Bundook said:

their helpline couldn't help

... and ...

1 hour ago, ew_uni said:

tried chat to find out why

... should tell us.

 

Usually if you got in touch with the XSolla tech support, they would either sort out your issues or you'd have a clear reason why they couldn't.

Lines like the above ones don't really give confidence that you've tried at all.

 

Mike

[Dutch2]

Did buy BOBpl no problems here on Paypal. 

[DFmadasafish]

I Have just had my paypal payment declined, for the fist time, It's looks like I can only buy from Steam now.

[SAS_Storebror]

Did you try to get in touch with XSolla support?

 

Mike

[Rotmilan]

Hello,

 

Good news from my side. I was able to purchase from the store using Amazon Pay. It was entirely my fault I have to admit not Amazon's. It took me way too long to hit on the right idea but finally I tried allowing third-party cookies in my browser (something I never do) and lo and behold everything was a piece of cake. So, browser settings, baby, browser settings...

 

See you

Edited December 26, 2018 by Rotmilan
spelling

[DFmadasafish]

Good news for me too, (PayPal) allowed cookies the same as Rotmilan did, All went through fine.

Edited January 2, 2019 by DFmadasafish

[UberDemon]

This is not a user problem.  This is squarely on the service that the IL2 team decided to choose (Xsolla).  I have spent the last 3 hours working with their team and they have not been able to solve this.  I am trying to spend $175 to support the IL2 team and enjoy the new features, but I cannot do it through their interface.  I can't use PayPal (had same problems described above) and cannot use VISA.  I've had the purchase denied 3 times ( I monitored my own credit card site, and in the first time I saw the less than a dollar charge and the full purchase, then they were removed, then pending, then removed).  I had two useless technicians try to help me, including sending a picture of my credit card (minus some information that was blurred) and nothing.  I and my family successfully complete purchases on Amazon, Etsy, and other online dealers on a daily basis with all security features with no hassle.  A small developer would benefit from a system that works.

 

This is frustrating, period.  And there is a point in which it should not be "a user to solve" issue.  If you are paying for something, then it should be a "provide service" issue.  Right now it is a fail, no other excuse.

 

I want to also clarify that I have made 11 purchases since 2013 in this site, with the same credit card, and never had a problem.  So no the problem is not in my end.

Edited December 30, 2018 by UberDemon
Additional information

[UberDemon]

Yep... same problem here, using credit card, paypal, and chatting with Xsolla tech support.  Nothing worked.  I am trying to support the developers but their choice of e-commerce partner is not letting me.  When you have that many people having problems, I hope someone pays attention.  It would be a shame to lose business because of that.

Edited December 30, 2018 by UberDemon
.

[SAS_Storebror]

I understand your frustration and I fully agree that something should be done about this issue (Xsolla keeping users from painlessly being able to buy IL-2 content that is).

However, unless Xsolla changes something on their system or IL-2 gets another payment system applied, I'd recommend to try whatever you can on your end to solve the issue.

Not for being mad at you, but if you'd choose to wait for others to solve this, you might have to wait forever.

 

That being said, did you try @Rotmilan's suggestion three posts above to enable third party cookies on the Xsolla site?

What did the Xsolla support try to sort out the payment? What was their final comment? How did you reach out to them (chat, email, others...)?

 

3 payment attempts is almost nothing, especially within 3 hours.

When I've had my last issues with Xsolla, their chat sent me through 5 attempts within 10 minutes.

 

Mike

Edited December 30, 2018 by SAS_Storebror

[UberDemon]

Storebror,

 

Thanks for the reply, I'll try the cookie option later on.  Just venting some frustration, because I enjoy the series, and I want to help the developers.  Both technicians were over chat.  They took a while to respond.  For both of them their final comments were:  For the first technician, a female, she closed the session without my problem being solved, after leaving me hanging for a while (she kept on insisting for me to send an e-mail with my PayPal transaction, even though there was never a Paypal transaction that went to paypal; I also sent a screenshot of my credit card at their request through a direct upload link she put on the chat window); for the second technician, a male, he eventually stopped responding to my questions after saying they had removed restrictions (which did apparently did nothing because I had the same result, only the charges for the 2nd and 3rd trials never made it to my credit card).  I tried calling the support number but they asked me to leave a message.  By that point I was ready too frustrated to continue, so I posted here.   Yeah, maybe I had bad luck and I'll give it a try again later, after a bottle of scotch... a really large bottle of scotch.

 

Cheers.

 

Added:  I am going through the Xsolla help area in their website to try to see if I can resolve this.  (https://xsolla.com/gamer-support/#card_1).  They talk about the processing system and what causes problems.  Like I said, I will give it a go later.  I also did contact my credit card company to let them know that I'll be trying the purchase again and that if they see multiple charges (because of Xsolla's verification), that it is legit.

Edited December 30, 2018 by UberDemon
correction, then added information

[UberDemon]

Problem solved, for credit card that is.

 

Just a few minutes ago, I went through the purchase again.  I made sure that pop-ups and third party cookies were enabled for Xsolla.  When I got to the checkout, I added my credit card as a form of payment.  Sure enough as they stated, there was an amount less than a dollar that they use to add the account to my profile (based on e-mail from il2 site).  I checked my credit card site, and the small charge was there.  There was no way to return to the purchase so I tried it again, and sure enough now the credit card was an option for payment.  I went through the purchase and it asked me for what the amount of a small charge was.  I went to my credit card site and saw a second small amount, and entered it.  The purchase looked like it was going through... but no... the same problem I had last night.

 

I started another chat with their technicians, and this time, a technician called Angela helped me.  She was much faster than the other ones that worked with me yesterday.  She came back and said that she had removed restrictions (something that the technicians yesterday also told me to do) and to try again, and that I did not need to provide the "code" which appears in the charge that goes to your credit card.  I told her that I never received a prompt for the code, but she told me to proceed.  I re-submitted the purchase using my pre-entered credit card information and this time it went through, and immediately the information showed up in my il2sturmovik.com profile purchases.  Unfortunately the chat window disappeared before I had a chance to thank her for her help.

 

I went to the Xsolla site and started a chat with their support.  The content is below:

 

Quote

Me: Greetings.  I just wanted to thank the help that your agent Angela (I believe that was her name) provided me in completing a purchase which I had lots of trouble yesterday and she was able to make sure it was done.  This was associated with a purchase from il2sturmovik.com under my e-mail [removed email].  Please pass my gratitude to her.

Just a moment...

Julia:
Hello

Me: This was moments ago, but the chat window disappeared and I never had a chance to thank her or provide feedback.

Julia: I am happy we were able to help. If you liked the support you received, please share your experience online and leave a review on TrustPilot using this link
trustpilot.com/review/secure.x.... We take pride in offering excellent customer service. Thank you, and Enjoy the Game!

Me: Ok will do.

Julia: :wink:
thank you! 
Have a great holiday season!

Thank you for contacting us.

 

At the end of the session, I gave it a thumbs up (unfortunately yesterday, both were thumbs down, but in honesty, I did not have my problem solved, and today it was).  I called my credit card company and told them that the charges were legit.

 

Anyway, it was still frustrating, but they will work with you.  On the positive side, they seem to be keen on cutting down on fraud and identity theft, so that is good.

 

I hope this can be help to somebody else trying to use a credit card.

Edited December 31, 2018 by UberDemon
minor correction

[SAS_Storebror]

Thanks for your report @UberDemon.

It's exactly as you've described.

XSolla can be a PITA if they decide to put you on the "suspicious" list, but eventually the support chat will get you through.

Probably the choice of XSolla results in the IL-2 team not having to deal with any fraud or similar issues and that's most likely the top reason to choose XSolla over other such companies.

 

I still believe that there's a high risk of lost sales opportunities because many frustrated users will quickly give up on the XSolla quirks, nevertheless those who are floating around on the forums here should do what's possible on their side to sort out those issues, and that's getting in touch with XSolla support chat.

 

Mike

[IckyATLAS]

I have a solution. From now on I will buy on Steam when things will be on Steam. This means I have to wait that the new collector planes, and new pay releases are available on Steam. On that platform I have no problem to buy with a credit card. Simple and Straightforward.

The XSolla mess were you have to go and check bank accounts with microcharges and codes is really a bad solution. First it is a pain for the consumer because we have to handle additional procedures, and  they are far from perfect. Nobody does this kind of messy stuff. 

Here my question to JASON?

Why change something that worked perfectly. Nobody complained as far as I know.  If you have an international market then you must use solutions that work across countries and banking systems. I am afraid you will piss-off some of your supporters and this can only have a negative impact on business.

Believe me I spent hours with XSolla, I did the efforts to have it work. It is just not a stable, simple and convenient solution.

[THERION]

 

Just bought the two new scripted campaigns some days ago and as always with my PayPal account. Flawless, simply flawless and

as ever since I use PayPal.

[IckyATLAS]

1 hour ago, -IRRE-Therion said:

 

Just bought the two new scripted campaigns some days ago and as always with my PayPal account. Flawless, simply flawless and

as ever since I use PayPal.

I did try a few time with my Paypal account but get the same message as muffmuffin that Paypal is not an available option.

 

[sevenless]

42 minutes ago, IckyATLAS said:

I did try a few time with my Paypal account but get the same message as muffmuffin that Paypal is not an available option.

 

 

Huh? I bought PO2/U2 and a campaign last week using my PayPal? Worked flawless, as did buying in the store using my VISA in december.

[SOB_Sabot]

Xsolla wont let me use PayPal to purchase for security reasons, and reading on the forums if you use a debit card it requires a code from the bank but will still charge you so obviously that's not an option. Customer service is awful. I'm really bummed.. Iwas looking forward to this and supporting their development but unfortunately they're not getting any more support, not into giving steam commission, They need to ditch this Xsolla crap because its gunna cost them costumers

[SShrike]

Is there a reason you do t buy it directly from developers?

I am not familiar with xsolla. I bought earlier content through steam but once I realized I didn't NEED steam to run the game, I ditched it and bought directly from il2 website. 

p.s. 

Were you SOB in il2 46 days?

Edited January 29, 2019 by SShrike

[Lusekofte]

Have the same problem 

bought 4 havoc over Kuban using PayPal and suddenly it was unsecured then I tried credit card and they test charged me and wanted me to answer what amount they charged . I did and still it was refused.

 

[SAS_Storebror]

Get in touch with their support chat, they'll sort it out easily.

 

Mike

[sonnykims]

Since I had a complaint back on Dec.3, I feel it only right to say I now opened an account with PayPal and my purchase of BOM went through immediately. Now a happy camper..er..flyer. 

[SYN_Mike77]

Going to echo what sonnykims said.  Just purchased the campaign that I did not yet own, using the same credit card as before and everything worked just great!

 

If we complain when something seems broken, then we should give kuodos when that thing is fixed.

Edited February 7, 2019 by SYN_Mike77

[CountZero]

1 hour ago, SYN_Mike77 said:

Going to echo what sonnykims said.  Just purchased the campaign that I did not yet own, using the same credit card as before and everything worked just great!

 

If we complain when something seems broken, then we should give kuodos when that thing is fixed.

 

Fully agree, had few buys this week and all went well and fast, tm8s buys also with no problem.

[Guest deleted@50488]

Same here, just bought two campaigns and no problem at all...

Fast and efficient, as before.

 

Edited February 7, 2019 by jcomm

[Jetski]

I have the same problem and also agree that the chat support is not ideal.

This is the chat conversation I had;

Quote

Me: why won't you accept paypal? I have checked my account and all is good

 

Just a moment...

 

Joel:
Hello!

 

Me: hello

I have used paypal before for payment on IL2 products, so what has changed?

 

Joel: Atypical activity was detected on your account, this alert may be the result of multiple purchases being made in a short period of time using several accounts or submitting a large payment amount for a newly created game account. We recommend trying the payment again using the debit/credit card directly. Thank you for your patience and understanding.

 

Me: I don't want to pay by card due to forign currency transaction fees. There has been no suspicious activity on my paypal account - I have checked.

 

Joel: Please provide us with a screenshot of your Paypal profile. Please send it from email, linked to Paypal account, to support@xsolla.com. After that we will be able to change settings for your account and your next payment shouldn't be stopped by our security system.

 

Thank you for contacting us.
Chat session disconnected.

I don't understand why they feel the need to do this, and suspect that they are just trying to discourage PayPal - presumably because of fees? I hace sent an image as instructed (after checking the data in the image didn't include enough to allow identity theft.) so I wil see if they unblock paypal.

[Jetski]

So I got an email back from Xsolla saying that they had enabled my paypal account so I tried again.  Same thing happened, but this time when I used chat, after a couple of minutes waiting, Daria (also author of the email) said to try again - and I was able to use Paypal.So far, so good (reciept visible in my Paypal account) except that I now had to wait 20 minutes for the IL2 website to show my purchase...

 

the Xsolla website says

Quote

Runs on hybrid machine-learning mechanism, separating fraudulent activity with 95% baseline accuracy, even during high-traffic periods.

which seems doubtful unless they are ignoring false positive fraud detection.?

 

What a palava!!

 

This is going to derter me from future purchases if it continues...

Edited March 9, 2019 by Jetski
spelling correction

[SIA_Target]

For what it's worth,

   I just tried to buy a couple of a/c from the IL2 site and had my Debit card rejected. So I called my bank, the bank has Xsolla flagged as having been involved in fraudulent behavior so they won't allow the transaction. Just a heads up.

[Picchio]

When I'm on the payment method selection page in PayPal, it is clearly stated that I will be able to review my purchase before completing it.

But when I click "Continue", Xsolla DOES NOT ask for confirmation, and directly executes the transaction.

What the...!

[Chuffer]

Man do I love Il2 and I own BOS BOM and BOK now I'd like to own BOB except you wont let me pay you for it ?

 

Start rant!

 

I understand you want to maximise the money you receive to fully go to development, I originally purchased BOS and BOM from steam but later thought "hey Ill just give you guys the money directly for BOK".

 

I've just tried to purchase BOB and the stupid payment authentication you use will not let me pay, I've tried Amazon Payment, PayPal and even Directly entering my Visa details they all fail because of Xsolla.

 

Ive just had a quick browse on the forums and there are TONS of people having similar issues with Xsolla. I'm to the point where its already made me so angry that I don't want to jump through hoops and contact their support just to try and give you my money. Its almost like you are tying to make it as awkward as possible to give you money you deserve for a great product. What really makes me annoyed is now I'll just have to wait for it to come to steam and pay more for it because of having to buy collector planes separately... Thinking about it like it I may just pass all together and wait for the steam sale.

 

End rant!

[Beazil]

Well, it IS the middle of a Sunday afternoon, so I'm not sure how quickly they will be able to assist you with this before tomorrow.  I hear your frustration.  Personally, I've never dealt with this issue, and that is despite running through Steam, I've made all my purchases directly through this site.   Of course that does nothing to help you with your problem.

 

I'm afraid short of contacting someone directly, your best bet would be trying IL2's support.  

 

Honestly, I'm baffled by your issue.  I've made payments through Visa and Paypal with no issues.  I hope you get a quick resolution to your issue.  It is worth it.

 

 

[busdriver]

25 minutes ago, Chuffer said:

I'm to the point where its already made me so angry that I don't want to jump through hoops and contact their support just to try and give you my money. Its almost like you are tying to make it as awkward as possible to give you money you deserve for a great product.

 

When I was gifting a bunch of airplanes and campaigns last winter, I had to chat with Xsolla for multiple purchases (a fraud prevention thing). The gentleman that helped me was excellent. It was indeed an extra hoop to jump through. Only you can decide if dealing with Xsolla tech support is too cumbersome or troublesome.

 

I on the other hand won't let that requirement stop me from purchasing 24 (two dozen) gift Mosquito FB.Mk VIs collector's airplanes if the Devs decide to make it.

[Chuffer]

43 minutes ago, JG51_Beazil said:

Honestly, I'm baffled by your issue.  I've made payments through Visa and Paypal with no issues.  I hope you get a quick resolution to your issue.  It is worth it.

 

 

 

Me too. It would seem that Xsolla is the in between issue here as Ive never had payment issues with the 3 methods I've tried. As I mentioned I purchased BOK through IL2's website and paid with PayPal without a problem last year. I'll try again at some point I'm just frustrated at how awkward stuff can be that should be easy

 

24 minutes ago, busdriver said:

 

When I was gifting a bunch of airplanes and campaigns last winter, I had to chat with Xsolla for multiple purchases (a fraud prevention thing). The gentleman that helped me was excellent. It was indeed an extra hoop to jump through. Only you can decide if dealing with Xsolla tech support is too cumbersome or troublesome.

 

I on the other hand won't let that requirement stop me from purchasing 24 (two dozen) gift Mosquito FB.Mk VIs collector's airplanes if the Devs decide to make it.

 

My post is mainly born of frustration with how annoying buying games is turning out to be these days. It's mainly frustrating because I'm trying to do the best thing I can and give the devs the best purchase I can but it feel like I'm just being given grief for it.

 

It seems gone are the days where I just pressed purchase in steam. I understand that just using steam isn't the best as they are monopolizing the industry... but it sure is convenient. In the hundreds of games of purchased I've never once had a payment issue.

 

These days there are a million game launchers and stores and they all want passwords and payment info and they never really work as smoothly as they should. I know it sounds like a small thing to whine about but at the end of the day I just want to click buy and be playing by the time I make a cuppa coffee. I really don't want to have go through support to do it. Im just getting cranky in my old age and anything that is less that convenient really rubs me the wrong way.

 

I'll give it another shot at some point when I'm more chilled out

 

P.S. Just want to say that its really awesome to see you giving back to the community like that. 

 

 

[sevenless]

I recently bought 2 games I gifted away with ZERO problems. Also I never ever experienced any payment problems on this site, so I guess it is an individual problem which surely needs to be looked at in detail.