I've had several payments go through and yet received nothing...

14 Replies
adb7901
14 March, 2017, 6:28 AM UTC

Over the last two days. I need Plarium assistance to locate these transactions and credit my account in the game or get a refund. 


Please contact me.
UTC +8:00
Corgi_Viking
14 March, 2017, 2:48 PM UTC
You should write to support here . They must help 
UTC +3:00
prz5959
14 March, 2017, 4:43 PM UTC

I have the same issue. 4 payments for $19.99 that came back with a message that the transaction could not be completed but still charged my card but did not give the items and gold. I tried the support link and it will not let me in because it says it is not a secure HTTPS connection.


I tried other game support links and they work, but not the Vikings one.
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Corgi_Viking
15 March, 2017, 2:25 PM UTC

prz5959 said:


I have the same issue. 4 payments for $19.99 that came back with a message that the transaction could not be completed but still charged my card but did not give the items and gold. I tried the support link and it will not let me in because it says it is not a secure HTTPS connection.


I tried other game support links and they work, but not the Vikings one.
What browser do you use, mate? You just need to choose button that "continue anyway" and then link will work
UTC +3:00
Corgi_Viking
15 March, 2017, 2:49 PM UTC

Just checked it. Works Fine.


In Chrome you need to press ADVANCED and then choose "Proceed to support-portal.plarium.com (unsafe)"


Then you can write to the support team

UTC +3:00
prz5959
17 March, 2017, 12:34 AM UTC
I got it to work. Submitted 2 tickets and haven't heard a word about it. Getting a little frustrated. Almost $80 USD with nothing to show for it.
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Ivar Marksman
Administrator
20 March, 2017, 2:03 PM UTC

prz5959 said:


I got it to work. Submitted 2 tickets and haven't heard a word about it. Getting a little frustrated. Almost $80 USD with nothing to show for it.

Dear Jarl,

Please provide us with the following information here https://support-portal.plarium.com/ticketcreator/store/vikings-web?platformtype=plarium so we can investigate the issue:

1. Specify the date and time of the purchase

2. Provide your user ID and game version. To find this information, please go to the Menu and tap the "About the game" button.

3. Attach screenshot of the issue: the payment confirmation of the Offer.

Bearer of the highest Knowledge
UTC +3:00
prz5959
21 March, 2017, 4:49 AM UTC

Ivar, I've already submitted 2 tickets on this through the support portal. 

1. I tried to purchase packs for $19.99 on 3/12. I received a message that the transaction did not complete. I did not take a screen shot because I thought it was an upgrade issue and I would be able to make the purchase later. I tried a total of 4 times during the date of 3/12. I never received the items in the packs. On 3/13 I purchased 2 packs for $19.99 that went through the normal payment process and I did receive the items in the packs. Then I checked my credit card and saw 2 pending charges for $19.99 for the 2 purchases I had just made and 4 cleared charges for $19.99 each that posted on 3/13. These are the ones I am disputing.


2. User ID is 14784644. Game version is 2.2.0.16


3. I did not take screen shots of the error messages.

UTC +8:00
Ivar Marksman
Administrator
21 March, 2017, 9:00 AM UTC

prz5959 said:


Ivar, I've already submitted 2 tickets on this through the support portal. 

1. I tried to purchase packs for $19.99 on 3/12. I received a message that the transaction did not complete. I did not take a screen shot because I thought it was an upgrade issue and I would be able to make the purchase later. I tried a total of 4 times during the date of 3/12. I never received the items in the packs. On 3/13 I purchased 2 packs for $19.99 that went through the normal payment process and I did receive the items in the packs. Then I checked my credit card and saw 2 pending charges for $19.99 for the 2 purchases I had just made and 4 cleared charges for $19.99 each that posted on 3/13. These are the ones I am disputing.


2. User ID is 14784644. Game version is 2.2.0.16


3. I did not take screen shots of the error messages.

Dear prz5959!


Please dublicate provided information here: http://support-portal.plarium.com/ticketcreator/store/vikings and attach screenshot of the payment history. We'll try to answer your questions as soon as possible.


Best regards,

Your Plarium Support Team

Bearer of the highest Knowledge
UTC +3:00
raffaelo35
21 March, 2017, 8:17 PM UTC

Hello my english is not good. Myproblem is i cant buy 4,99  - 9,99 € 19,99 €. All my members become this payments. I not. I become always 49,99 € ore 99,99 €. I ask the support and i become nothing answear. Can you help me?


Greets Brokendream
UTC +7:00
prz5959
22 March, 2017, 12:51 AM UTC
Ivar, I submitted the support ticket again
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McGuigan
23 March, 2017, 5:01 PM UTC

I did this exact procedure and was then asked to provide further proof with pictures of the transaction??  This is not even close to being responsible, appears to be a delay tactic to disenfranchise anyone from obtaining actual support.  Please correct me if I am wrong but it appears even when you send in the correct information there is still a rejection protocol that takes over.   You still owe me for two packs that I sent in a valid and complete support ticket just to get the next rejection protocol.   
You can note that I paid by pay-pal which is not even recognised in your Ticket response. Paypal sends a sales report for every transaction and all you have to do is to match it up to my customer number. This is automatic in your platform so why is support asking me to verify something you already have in your system??  Are you really calling us all liars and cheats because we had real issue s with a buggy platform you just announced was just fixed on 03/13/2017?
The last two pac were not accounted for in your system but you did take the money so give me my 2 pac. please.


Actual response:

"#- PLEASE REPLY ABOVE THIS LINE -##


------------------------------------------------------------------------------------------------------------------------

Plarium Support Team | 03/04/2017 | 15:00

------------------------------------------------------------------------------------------------------------------------


Dear Jarl,


Thank you for сontacting Plarium Support Team.


We understand your concern and want to help you. Please, attach a screenshot of the receipt.Note that without this information we cannot proceed with your request. You can look through your Purchase history by completing the steps given in the link below:

1.for Google Play https://support.google.com/googleplay/answer/2850369?hl=en

2.for iTunes https://support.apple.com/en-gb/HT204088

3.for Amazon: https://www.amazon.com/gp/css/order-history/

4.for Facebook: https://tr-tr.facebook.com/help/220279601335568

5.for Plarium.com: screenshot of a receipt or payment order with the date of purchase, payment amount and application name


Hope for your understanding.


Best regards,

Your Plarium Support Team"



Ivar Marksman said:

 


prz5959 said:


I got it to work. Submitted 2 tickets and haven't heard a word about it. Getting a little frustrated. Almost $80 USD with nothing to show for it.

Dear Jarl,

Please provide us with the following information here https://support-portal.plarium.com/ticketcreator/store/vikings-web?platformtype=plarium so we can investigate the issue:

1. Specify the date and time of the purchase

2. Provide your user ID and game version. To find this information, please go to the Menu and tap the "About the game" button.

3. Attach screenshot of the issue: the payment confirmation of the Offer.



UTC +5:00
Ivar Marksman
Administrator
24 March, 2017, 9:44 AM UTC

Dear art_hannigan,

We have thoroughly investigated your issue. Unfortunately, lack of information does not allow us to refer the matter to the experts. If possible, please provide the data that was requested earlier so we could help you.

Best regards,

Your Plarium Support Team

Bearer of the highest Knowledge
UTC +3:00
soowow18
29 March, 2017, 3:55 PM UTC
when you pay with credit Card you can go to your bank and do a Charge back ...
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jska4evr
31 March, 2017, 7:51 PM UTC
I have the same issue with the same response. They admitted there were billing issues and that the system was back up and working. I will have all charges removed through paypal. I will send paypal all of my email correspondence with Plarium, thus far. It is ridiculous that an online gaming company cannot produce what they charged you for, only what they have billed. I even asked for stuff equal to the money they charged. Nothing. No more Plarium games for me. 
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