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General discussion (archive)Already billed, but my order is still processing!(27 posts)solved(27 posts)solved
(27 posts)solved
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Posted January 02, 2013
Hey, guys. Need some urgent help, and already sent a support ticket. I just bought 3 games during the sale (Duke Nukem 1+2, Wing Commander 4 and Terminal Velocity). I went through the order process and clicked on Process Order Now. My bank shows that the money went through, however, my order is still processing after 20+ minutes!

Seriously, this is urgent. What do I do? Do I exit out of it? Do I leave it as it is? And if I don't receive my games, will I be compensated in some way?

Assistance is much appreciated. Thanks.
This question / problem has been solved by wpeggimage
Posted January 02, 2013
Can you open up another window and see if the games are showing in your account yet?
Posted January 02, 2013
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HomerSimpson: Can you open up another window and see if the games are showing in your account yet?
I tried that, and they're not on my account. Seriously, I'm kinda on edge about this. Is any staffer on GOG catching wind on this?
Posted January 02, 2013
I wish I could be more helpful. If you've already sent a support ticket, I don't know that there's much more to be done.
Posted January 02, 2013
Did you receive an confirmation email from GOG?

If you want to play safe, leave the window open for as long as you want. But if you at least got the confirmation email from GOG, then you're safe. Worst case scenario you'll have to bugger the support team in case the games never show up in your account, and they're usually very helpful on those matters. Just remember to have that confirmation email (or the payment details) in hand.
Posted January 02, 2013
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HomerSimpson: I wish I could be more helpful. If you've already sent a support ticket, I don't know that there's much more to be done.
You're doing all that you can. Like I said, any help is appreciated. But I really hope GOG catches wind on this and helps me out. I don't wanna think that I just threw my money away for nothing.

Not angry, just a little bit ruffled by this. I don't care what happens as long as I got what I payed for.
Posted January 02, 2013
If you have been billed, gog will honour their commitment, dont sweat it mate, could be just a weird gliutch, but gog wont see you stuck :)
Posted January 02, 2013
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retsuseiba: Did you receive an confirmation email from GOG?

If you want to play safe, leave the window open for as long as you want. But if you at least got the confirmation email from GOG, then you're safe. Worst case scenario you'll have to bugger the support team in case the games never show up in your account, and they're usually very helpful on those matters. Just remember to have that confirmation email (or the payment details) in hand.
Unfortunately, I have no confirmation email as of yet. There's no order summery that I've received. So, it would seem that I'm UNsafe at the moment.
Post edited January 02, 2013 by CodeBreaker626
Posted January 02, 2013
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CodeBreaker626: Not angry, just a little bit ruffled by this. I don't care what happens as long as I got what I payed for.
No to worry, I have yet to hear about a costumer going without an already paid game. Filling a support ticket is obligatory, of course. Not sure how long it's going to take, though, support might be home from work until the morning here in Europe.
Posted January 02, 2013
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CodeBreaker626: Hey, guys. Need some urgent help, and already sent a support ticket. I just bought 3 games during the sale (Duke Nukem 1+2, Wing Commander 4 and Terminal Velocity). I went through the order process and clicked on Process Order Now. My bank shows that the money went through, however, my order is still processing after 20+ minutes!

Seriously, this is urgent. What do I do? Do I exit out of it? Do I leave it as it is? And if I don't receive my games, will I be compensated in some way?

Assistance is much appreciated. Thanks.
Please keep in mind that it's 21.12 in Poland at the moment so GOG office is probably empty. Some of them check out some problems from their homes but you cannot be sure when it happen. Just be patient I'm more than sure that they will add those games to your account!
Posted January 02, 2013
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CodeBreaker626: Unfortunately, I have no confirmation email as of yet. There's no order summery that I've received. So, it would seem that I'm UNsafe at the moment.
It's very unlikely that your payment is ever going to complete, if after 20 minutes it's waiting then it's just some javascript that's now looping waiting for a callback it's not going to get.

Dropped payments happen at times, it's because the site is having to receive callbacks from the payment providers, and sometimes these things get screwed up. GOG support are very quick to resolve this, it takes them very little time to look at their payments system and see the mistake.

So all you need to do is drop a support request to GOG via the support form. Try to include any transaction ids or evidence of payment that they can reference. Support work EU office hours, so you'll probably get your games added tomorrow morning. It's an unfortunate delay for you, but rest assured that you are not the first or the last to experience this, and it's always resolved swiftly.
Posted January 02, 2013
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Ghorpm: Please keep in mind that it's 21.12 in Poland at the moment so GOG office is probably empty. Some of them check out some problems from their homes but you cannot be sure when it happen. Just be patient I'm more than sure that they will add those games to your account!
Yeah, I had a check on the time in Poland. 21:12 = 9:12 in the night, so I understand if it will take a while, but I doubt I can keep this up until morning time over there. Though there's probably a few stragglers here and there in the offices, hopefully.

I can be a patient person, but usually not when my money hangs in the balance. Forgive the jitterness.
Posted January 02, 2013
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Ghorpm: Please keep in mind that it's 21.12 in Poland at the moment so GOG office is probably empty. Some of them check out some problems from their homes but you cannot be sure when it happen. Just be patient I'm more than sure that they will add those games to your account!
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CodeBreaker626: Yeah, I had a check on the time in Poland. 21:12 = 9:12 in the night, so I understand if it will take a while, but I doubt I can keep this up until morning time over there. Though there's probably a few stragglers here and there in the offices, hopefully.

I can be a patient person, but usually not when my money hangs in the balance. Forgive the jitterness.
I'm sure you can close the web page without any problems. They will work it out nevertheless. We are talking about GOG! They gave some vouchers for people who got scammed by some a$$hole to compensate their loses. And nobody could blame them because it was not their fault but they did it nevertheless just because it happened in this forum. Your money is safe, I can guarantee
Posted January 02, 2013
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CodeBreaker626: snip
I see here 2 options:
- wait and support will eventually add games to your account
- just buy games again and enjoy them immediately, send support a ticket that you’ve been double-charged and they will refund you (in my case it took 3 days)
Posted January 02, 2013
Well, I decided the close out the window and hope for the best. Like I said, I sent a support ticket to GOG before I made this post, and I got an email confirming they've received my ticket. So I guess I'm gonna have to play the waiting game while they get some shut-eye.

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Ghorpm: We are talking about GOG! They gave some vouchers for people who got scammed by some a$$hole to compensate their loses. And nobody could blame them because it was not their fault but they did it nevertheless just because it happened in this forum. Your money is safe, I can guarantee.
Yeah, you're right. This is GOG we're talking about. They've been good with support in the past. It'll just be a bit of a pain to wait for it. I'm sure they'll compensate for me.

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wpegg: Dropped payments happen at times, it's because the site is having to receive callbacks from the payment providers, and sometimes these things get screwed up. GOG support are very quick to resolve this, it takes them very little time to look at their payments system and see the mistake.
...Support work EU office hours, so you'll probably get your games added tomorrow morning. It's an unfortunate delay for you, but rest assured that you are not the first or the last to experience this, and it's always resolved swiftly.
If it only takes a moment to look at payment records, then at least I can find a bit of comfort in that.

Thanks for the help, you guys. I guess I'll have to do what I do best. Wait.
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General discussion (archive)Already billed, but my order is still processing!(27 posts)solved(27 posts)solved
(27 posts)solved