Xsolla issues

[Habu]

I had the same problem since they changed. I  had to contact Xsola, but it's something i didn't like. I hoped that it was fixed since december 2018, but it seems not. I didn't have any problem before they changed.

[Cacodemon96]

I had the same. I purchased from different computer (on the same account) and it worked.

[Chuffer]

6 hours ago, Cacodemon96 said:

I had the same. I purchased from different computer (on the same account) and it worked.

 

That is interesting, I may try this later. Thanks for the tip.

[Chuffer]

2 hours ago, Chuffer said:

 

That is interesting, I may try this later. Thanks for the tip.

 

Ah well just tried a different computer at a different location and it still fails.

 

Steam sale next year it is.

[Bolt1]

Tried to purchase the U2V when it went on sale using the same card that I've always used , tried a new card , same thing , payment rejected , then accepted , then refunded .

Is this a new bank that is handling payment transactions ? like I said , never had issues before until now . If this is posted in the wrong forum , apologies ...

 

 

Thanks , 

                 Bolt

[Lusekofte]

I used the support chat. Very fast and helpful 

[greywulf]

I also encountered the same exact problem.

[TG-55Panthercules]

Had the same problem a few weeks ago (I think when the new campaign went up for sale) - tried and failed twice, once with my usual credit card and once with PayPal.  Tried again a couple of days later and everything worked fine - never did figure out why it had the problem in the first place.

[Swing]

I want precommand BON and the new collectors plane but the site don't want my money (Paypal and VISA Metod refused...)....never happened before...

 

Contact with Xsolla support...Solved 

Edited November 26, 2019 by Swing

[SCG_Tzigy]

just used twice today w Visa, np

 

had trouble in past w Paypal

[HBPencil]

I have had the same problem today with Xsolla as I wish to pre-purchase BoN, so I created a ticket and hope it goes as well for me as it did for you!

[Swing]

you can contact xsolla via chat (it's the way i have used)

[HBPencil]

I had opened a ticket with Xsolla and when I got a reply they said that the denial of the transaction was at the bank's end and that I should contact them. So I contacted the bank and they said that their system flags Xsolla as "suspicious", so that when I next try to purchase BoN I should contact them first so they could temporarily remove Xsolla from their watch list.

The funny thing is I was going to do so this evening but decided to try purchasing BoN first just to see if I was still getting denied... but it worked!

Weird.

[Fafnir_6]

Hello,

 

I had planned to get Battle of Normandy for myself over the holidays.  I always purchase from the website to support the devs, but recently I have been having issues with VISA's fraud protection service automatically blocking my legitimate purchases from this website.  I can always get my purchases through by calling VISA's customer support and getting the block removed and then re-trying to buy the content. My concern is that while I am a passionate supporter of this product, other VISA card users who may not be so committed may encounter this issue and give up.  I would suggest either talking to VISA directly or getting Xsolla to talk to them to have this issue resolved so that purchases using fraud-protected VISA cards will be trouble-free.

 

Cheers and happy New Years,

 

Fafnir_6

[RedKestrel]

20 hours ago, Fafnir_6 said:

Hello,

 

I had planned to get Battle of Normandy for myself over the holidays.  I always purchase from the website to support the devs, but recently I have been having issues with VISA's fraud protection service automatically blocking my legitimate purchases from this website.  I can always get my purchases through by calling VISA's customer support and getting the block removed and then re-trying to buy the content. My concern is that while I am a passionate supporter of this product, other VISA card users who may not be so committed may encounter this issue and give up.  I would suggest either talking to VISA directly or getting Xsolla to talk to them to have this issue resolved so that purchases using fraud-protected VISA cards will be trouble-free.

 

Cheers and happy New Years,

 

Fafnir_6

I have had similar issues with my MasterCard on electronics store sites. For whatever reason it activates a security feature of my card. Only on one or two sites. Not much can be done from the merchants end as it is an automated process. 

[DBKKMAC4320]

So - i wanted to support the developers and buy direct. Go through the usual stuff - providing creditcard details ect. Then turns out that Xsolla debits a small amount in my account to use as verification for purchase. This is just not the way to do it... My card-transactions come with a delay and i cant see them in my account before the day after typically. Contacted Xsolla via chat. They told me there was nothing to do but contact my bank - wich i did. They cant see any amount debited either. So basically i am out of options. Using Xsolla just doesn't work for me. Buying stuff shouldn't be such a hassle requiring you to call your bank etc. (especially when you don't really need it/use it for fun).

 

This is not a post to ask for help, provide solutions or whatever. I just gave up and bought (BOK) via Steam instead. This is just a post to let the developers know that your cooperation with Xsolla is costing you money. I WOULD have bought the premium edition of BOK + some scripted campaigns that i am interested in but they are not available via Steam.

[simfan2015]

Months ago I had a very troubling experience with their payment-service as well.

It turned out that I somehow bought too much in too little time (over a few hours/days) and therefore my account was 'flagged' !

I had to prove to Xsolla that my Paypal/credit card account was really mine.

It's crazy that Xsolla demanded more proof by even sending them a virtual printout of my Paypal/bank account.

I had little choice and only did this because there was no other way (but Steam, but I insist to donate all $ to the Devs) to buy additional collector planes (in my case).

Hopefully this won't happen again because I am reluctant to do this ... it all feels kind of 'bogus' to me.

Luckily 1C is behind this (I hope) and therefore I trust this strange scheme set-up.  

BTW I have been buying from ED (and other simming/gaming sites) for many years and never had this happen.

Edited March 2, 2020 by simfan2015

[I/JG53_Kurtz]

I'm experiencing big troubles since yesterday continuing to try to buy battle of kuban and Bodenplatte even with different credit cards, everytime a different error message or behavior, I waste also 2 promo codes!!!

 

What I have to do? buying through Steam?

 

Thank you

[humdinger]

So frustrating, trying to take advantage of the discount promo codes that have been offered and directly allow my proceeds to benefit the Developer.  But I have just had the worst customer experience with your vendor, Xsolla.  No matter what payment I try, I cannot complete a newly desired purchase (another Premium product and campaigns).  I had just purchased the entire Premium BoBPlatte edition on 4/1, and then suddenly my account is blocked and labeled "fraudulent."  When I reached out to Customer Support - they want me to send in my credit card statements to their email support.  Are you kidding me?  I am absolutely appalled by this - buyer beware.  It looks like I will have to purchase from Steam unless there is another resolution someone can offer.  I am still shocked by how bad this entire "buying experience" has been - what a huge waste of time and disappointment.  ?

 

 

[=FEW=fernando11]

I have had some  dificulty since they went with Xsolla...

But it's doable. I think I did a PayPal account and that fixed it. It might not be perfect, but it's not imposible.

[IckyATLAS]

I had the same frustrating experience with Xsolla straight at the beginning, but for other reasons related at how the banks register the data related to credit cards from creditors. And so finally after loosing hours and a few days with their "support" I got an "sorry" from Xsolla recognizing that their way of proceeding did not work. I finally solved it also through Paypal. The problem with many US companies like XSolla is that they think because it works in the US it should work in the rest of the world. Unfortunately so it is not, and every country has particularities in its banking system and the way it handles credit cards. Laws are different too and this has implications on the banking and financial system. But why bother, the world outside the US is too complicated. After all the main target business market remains the US,  and this happens to be often true.

[humdinger]

Thanks all, nothing seems to work - the PayPal suggestion was a good one but no luck.  So far I have not found a way to purchase directly from the Devs while they are using this awful Xsolla vendor.  I'm going to try one more suggestion Jason provided - and then I'll have to resort to Steam purchases or other alternatives.  

[humdinger]

Finally - success...  I would like to extend a public shout out and huge THANK YOU to Olga from the 1C Support Team for working with the vendor to get this corrected.  She is the reason why I am now the proud owner of another premium series set and some campaigns.  Painful buying experience, but glad this finally got resolved... and now the proceeds can go to the  development AND Customer Support teams.   

[IrieGibbon]

Hello,

as you can see this is my first post here.
I tried purchasing BOBP today as my first step back into IL2 (i flew a little bit of 1946), specially since there is this awesome sale going on, but the purchase process is killing me:

Upon arriving at Xsolla, i clicked Paypal, got redirected and Paypal asked me for new bank details(?), which did not get accepted. So i logged into Paypal on their website and double checked my account: Details still in there & Debits are accepted.

Next I tried amazon pay, multiple times, but the process also always failed. I then contacted Xsolla via that 24/7 chat function (bot?), they told me Amazon cancelled it.
However, i had, multiple "pending" transactions in my amazon pay account, so i decided to call their customer service. They actually been pretty friendly, but told me it's not them, and the process being cancelled / not going through from Xsolla's site. I agreed with Amazon support to have everything cancelled and me trying again later.
So i tried again a little later, also with a different browser, cleared cookies etc.. Same results, Xsolla again telling me it's Amazon, multiple pending transactions there, and i already know what Amazon told me if i called them again.

While i also opened a ticket with the IL2 support on this issue, i was hoping to maybe hearing of a possible solution in this forum as well while i'm waiting for an answer from the official support.
Surely i am not the only one having such problems? Googling Xsolla's failure message didn't bring up any usable results, just frustrated customers from various games / sims, including this here.

But maybe by now somebody figured out a timeframe when Xsolla has a high chance of success or something?

Otherwise just take this as frustrated rambling from somebody that would've loved to join the IL2 club again, but couldn't do so because of the payment service being used. 
Opens up a question.. Why does RoF's Xsolla page offer a Direct Debit service (which worked just fine every time i used it) and others that IL2's Xsolla page does not?
The shops themselves appear very identical, even the shopping card symbol is the same..

[RedKestrel]

7 hours ago, IrieGibbon said:

Hello,

as you can see this is my first post here.
I tried purchasing BOBP today as my first step back into IL2 (i flew a little bit of 1946), specially since there is this awesome sale going on, but the purchase process is killing me:

Upon arriving at Xsolla, i clicked Paypal, got redirected and Paypal asked me for new bank details(?), which did not get accepted. So i logged into Paypal on their website and double checked my account: Details still in there & Debits are accepted.

Next I tried amazon pay, multiple times, but the process also always failed. I then contacted Xsolla via that 24/7 chat function (bot?), they told me Amazon cancelled it.
However, i had, multiple "pending" transactions in my amazon pay account, so i decided to call their customer service. They actually been pretty friendly, but told me it's not them, and the process being cancelled / not going through from Xsolla's site. I agreed with Amazon support to have everything cancelled and me trying again later.
So i tried again a little later, also with a different browser, cleared cookies etc.. Same results, Xsolla again telling me it's Amazon, multiple pending transactions there, and i already know what Amazon told me if i called them again.

While i also opened a ticket with the IL2 support on this issue, i was hoping to maybe hearing of a possible solution in this forum as well while i'm waiting for an answer from the official support.
Surely i am not the only one having such problems? Googling Xsolla's failure message didn't bring up any usable results, just frustrated customers from various games / sims, including this here.

But maybe by now somebody figured out a timeframe when Xsolla has a high chance of success or something?

Otherwise just take this as frustrated rambling from somebody that would've loved to join the IL2 club again, but couldn't do so because of the payment service being used. 
Opens up a question.. Why does RoF's Xsolla page offer a Direct Debit service (which worked just fine every time i used it) and others that IL2's Xsolla page does not?
The shops themselves appear very identical, even the shopping card symbol is the same..

Xsolla causes issues for many people. In my case it does not like my credit card but is OK with my paypal. It seems that it wants additional security measures in terms of banking information or authentication that the other payment services don;t have active all the time, and this causes a failure. Probably it is not the same as other stores because you have to pay them extra for processing certain transactions and it may not be worth it for the team to do so. 

[IrieGibbon]

7 hours ago, RedKestrel said:

Xsolla causes issues for many people. In my case it does not like my credit card but is OK with my paypal. It seems that it wants additional security measures in terms of banking information or authentication that the other payment services don;t have active all the time, and this causes a failure. Probably it is not the same as other stores because you have to pay them extra for processing certain transactions and it may not be worth it for the team to do so. 

Thanks for confirmation that Xsolla indeed causes problems, i still didn't have nay luck from my place, however i passed my login data to my brother.
Strangely enough, he was able to complete the purchase for me from his location.

My question regarding RoF and IL2 having different option on their respective XSolla pages came to mind since both products are distributed/made by 1CSG & 777 Studios, but at the end of the day i am no business man that would know about all clauses and conditions possibly included in business contracts.

Anyways, downloading now and eager to enjoy some flying over my hometown area, for now, til i get used to the planes.

[Germanico]

Gents, 

 

For the last half an hour I've been trying to give you the sum of 88 USD worth of IL2 products. But Xsolla isn't letting me. I feel the need to raise your attention to the downright miserable service this company provides to you hardworking developers... By now I've entered 4 credits cards - two of which were flat out rejected (being Revolut - yet one worked fine just the other day) and two others are now stuck in the "XSOLLA doesn't trust anyone" loop, aka their dubious method of adding another 2 USD in microtransactions to confirm payment (see screenshot below). These additional payments have NEVER shown up on either of the two other cards, nor have they been confirmed via SMS and returned the required key. Both of these cards are legit in two different countries and two different banks and work fine every other day. If you value your customers and your revenue I propose you start looking for a new provider of online payment services quickly. As much as I want to give you my hard earned cash: Xsolla is preventing me from becoming a happy player -  and customers trying to pay but denied time and again - even adding further payments - should get alarm bells ringing nicely. Cause unlike XSOLLA you deserve this money. Hope it helps.  

 

Stay safe,

 

//G

 

[Jason_Williams]

Germanico,

 

I answered this in the other thread. Just have patience please. We'll try to get you sorted.

 

Jason

[Germanico]

UPDATE: Hi Jason, no worries - and rest assured I just want you the devs to get your share (I work in online software myself - so it's natural).

I finally managed to make the payment - via Paypal. So yeah - glad it worked and you can earn something with me

 

Have a good one,

 

//G 

 

 

 

[VA_RageBull]

Hi Jason, 

 

Please check your inbox. I have sent you a private message with regards to game development. Thanks. 

 

Rage Bull 

[sgtpete43]

I’ve tried three times to purchase Battle of Bodenplatte using PayPal with no success, kept getting error message that something went wrong and to try again, very frustrating when I know there is nothing wrong with my account, I’ll try again later but if it doesn’t work again then they’ve lost a sale. Anyone else have the same problem?

[Zeev]

Were you able to purchase with Xsolla before? What is the error/error number? Do you see any transactions attempts in Paypal payment history?

[jollyjack]

I coupled my paypal payments via my credit card. Seems to work fine.

 

Has the benefit that you cannot trust paypal, with their claims policy on closing disputes without possibility to object their decisions.

 

I had 4 counts of claims towards paypal last year (ebay buys f.i with counterfeit software where they closed the case so that they kept their 3.5% provisions, benefiting the fraudulent seller).

 

VISA and my legal assistance insurance broker saved my ass on two counts. Paypal  is NOT to be trusted with your bank account and money IMO anymore.

Latter was advise from my insurance's lawyer, as they have far too many cases running against paypal.

[WildWilly]

I wanted to support Dev team and buy direct on the homepage. IMPOSSIBLE with credit Card. On steam the credit Card worked without any Problem. So i had to buy there. Do i have to buy only on steam ? Strange... Maybe u have a look?

[ksetuni]

odd as I had no problems with a credit card, or a virtual one. What about paypal? I specifically avoided steam. Did you try contacting them via support as it would seem that would get better help vs posting on a forum. Especially since you can give more details than you would want to put openly in a forum such as location etc.

[WildWilly]

Anyways ist to late.. bouht the huge bündle on steam. More or less was asking ref. future Shopping, Normandy map aso… I will not touch PayPal... no time to wait for support answer, cause the Discount was not lasting for ever… 

[RedKestrel]

The payment processing service they use, Xsolla, causes issues for some people.

For me, it always triggers some wacky fraud protection thing and the transaction fails. I usually resort to Paypal.

[WildWilly]

For example, wanted to buy on webside and got such note… i am realy a bit confused.. Maybe it is due to the fact, that on steam the Discount is over ? 

 

MC.202 Series VIII Collector Plane - A keyless non-Steam product

$2.99

You can purchase this product set only in the form of gift keys due to one or more following reasons:
- the cart contains incompatible products
- the cart contains products incompatible to the ones already activated on your account
- the cart contains products, already activated on your account
- the cart contains products that require the base version of the game

[cardboard_killer]

2 hours ago, WildWilly said:

- the cart contains products that require the base version of the game

 

Do you have a copy of BoS, BoM, BoK or BoBp? If you don't have at least one of those, you cannot buy a collector plane like the MC.202.

[WildWilly]

I was forced to buy them on steam..so i bought em ALL, only normandy and africa missing ( waiting for next Discount )  … forgot to buy the mc.202   and the p47 Mission.. 

 

MC.202 Series VIII Collector Plane - A keyless non-Steam product

$2.99

You can purchase this product set only in the form of gift keys due to one or more following reasons:
- the cart contains incompatible products
- the cart contains products incompatible to the ones already activated on your account
- the cart contains products, already activated on your account
- the cart contains products that require the base version of the game

Edited December 7, 2020 by WildWilly