EU Store, Physical Collector's order: unable to complete payment

So, today me and a lot of friends received a mail where the EU shop said they couldn't complete our order payment, and they asked to check if we had enought money on the card. And the card is fine, i also have the 1EUR fee...

Anyone with the same problem? Sent an email to the support, but still no reply.

Same problem here, but with the normal physical edition.

Same problem here (PS4 physical copy) with only difference they tried to take the money from my credit card which isn't the default payment method(Paypal is) so it's kinda bothering.
The money are there.
Sent an email asap, now i'm waiting for some answers.

P.S. I can't even remove the old method payment, the Paypal is set as default/primary payment method, but the credit card method can't be removed...

If tomorrow they try to charge again the credit card instead of Paypal i will go nuts.

They will retry the charge so make sure to contact your bank and see if anything was blocked if you are sure you have enough money on the payment method.

Also, if you have a new card, contact the support! They can change the payment method in your account.

There are no issue with the bank and we sent about 7h ago emaisl to the support and still no reply. A lot of people is having this problem with Visa Postepay and we simply don't understand why.

And, the bigger problem is that if the support doesn't help, tomorrow when the shop will try to complete the payment they will delete our orders.

My order via PayPal seemed to go through without a problem. It must be related to their credit card service provider.

I got that email, but for me it was a case of me getting the card I pre-ordered with skimmed while in the US a couple of months ago. I've entered my new card details and made it the default payment method and am now assuming all will go well when they try again tomorrow.

I had this problem and made a post a few days ago to try to bring it to attention of SE. Some card issuers, and paypal, will only allow a maximum of 30 days for a pre-authorised transaction. If no funds have been requested after that inital 1Eur/£1/1Kronor etc within 30 days it will expire. So in other words SE should not have allowed pre-order in the EU to take place in that way. Its a good method for grocerie shopping as thats usually delivered and final within a week but not pre-order of months in advance.
I've tried to get a resposne from SE over wether they will try to do just a simple debit on the re-try, or wether the game needs to be re-ordered but still no reply :(

my credit card one went through fine this morning

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Originally Posted by seekified

I got that email, but for me it was a case of me getting the card I pre-ordered with skimmed while in the US a couple of months ago. I've entered my new card details and made it the default payment method and am now assuming all will go well when they try again tomorrow.

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I wouldn't be so sure about that. Contact SE and tell them to change the payment method for that particular order to your new card. As far as I know, every order has a payment method attached to it since the beginning and they will keep using that until they get the money.
After their attempt at charging me yesterday, I contacted SE on the support chat and told them to change the payment method from my Paypal account (on which I had no money) to another credit card I have and they said they'll do that.
Also, use the chat. Emails take forever.

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Originally Posted by Imakun

I wouldn't be so sure about that. Contact SE and tell them to change the payment method for that particular order to your new card. As far as I know, every order has a payment method attached to it since the beginning and they will keep using that until they get the money.
After their attempt at charging me yesterday, I contacted SE on the support chat and told them to change the payment method from my Paypal account (on which I had no money) to another credit card I have and they said they'll do that.
Also, use the chat. Emails take forever.

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I emailed them about it earlier, but I'll take your word for it and get on the chat ASAP. Thanks. ;)

EDIT: Actually, could you link me the site you used for the chat? I'm confused. XD Did you use the Support Center?

Hi, I have the same problem. SE were not able to process the payment for my preorder (but not physical copy). I used PayPal.

Same problem. I changed my method now with the same but renewing the OneTimePassword (PostePay). I hope tomorrow will be ok.
If not I'm very disappointed from Square Enix. I done many payment with that and never had problem. (I bought many Digital games on Square Enix Store too)

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Originally Posted by seekified

I emailed them about it earlier, but I'll take your word for it and get on the chat ASAP. Thanks. ;)

EDIT: Actually, could you link me the site you used for the chat? I'm confused. XD Did you use the Support Center?

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http://support.eu.square-enix.com/ I used this. Log in and then get help under the Square Enix Store category :)

I sent SE an email to the support customer center. And i still have got no replies. Does anyone know how to enter the chat to talk to somebody? I never had problems with payments on the SE EU store. This is the first time and it's making me crazy.

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Originally Posted by Imakun

http://support.eu.square-enix.com/ I used this. Log in and then get help under the Square Enix Store category :)

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Just did this and they've manually updated the order with a new payment method, just like you said. :) Only took a few minutes!

So to confirm for everyone else - if you need to change the payment method on an existing order, use the Chat Support to get in touch with SE and have them make sure that the order is updated. They'll ask for the order number, the email address on your account and the last 4 digits of your new card/other identifying information for the new payment method (add the new method to your account before contacting them).

Same Issue.... and it's the same debit card that I use for subscription payment. I've contact SE support. Let's see...

So i just talked on the live chat.
I asked to change the payment method to paypal.
They said the can't and they asked me to use another credit card instead(which i don't have).
I could transfer the money from paypal to the credit card but...what if it takes too long?

I don't wanna risk.
So bye bye SE shop, i sended an email to cancel my pre-order(Hoping they'll able to do that atleast)
I'll take it somewhere else.

We're in 2015, and their customer service sadly is one of the most disappointing i ever saw.

This was my first time buying something on their store, and the last time.

I can understand why they said they couldn't manually change your payment method to Paypal, since that would require asking for your Ppal credentials which they can't do. Have you tried setting up your new paypal first on the site and then contacting them and ask for the switch? If the PP account is already set on the site I'm sure they'll have no problem switching it.
Also, I got specifically asked if my new CC was already set up on the site before proceeding with the switch. If it wasn't, I'm sure they'd have asked me to do that and contact them again since they can't ask for your CC info and whatnot.

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Originally Posted by Kuraudo7896

So i just talked on the live chat.
I asked to change the payment method to paypal.
They said the can't and they asked me to use another credit card instead(which i don't have).
I could transfer the money from paypal to the credit card but...what if it takes too long?

I don't wanna risk.
So bye bye SE shop, i sended an email to cancel my pre-order(Hoping they'll able to do that atleast)
I'll take it somewhere else.

We're in 2015, and their customer service sadly is one of the most disappointing i ever saw.

This was my first time buying something on their store, and the last time.

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You don't think it's more risky to cancel your pre-order this close to launch? I'd make doubly-sure that wherever else you choose to buy from is actually sure they can fulfill your order on release day. If it's not a CE though, you could just as easily just place another order with PayPal once you've cancelled your current one - buying from SE does make certain things easier (like early access codes).

At the beginning i choosed a credit card as Payment method, 2-3 weeks ago i changed to Paypal method(on the site they give you the possiblity to do that...but actually even if you change the payment method they'll stick to the first one you choosed when you made the order :|.I asked clearly on the live chat support and i said that i had selected paypal but they answered me that wasn't true...

Yeah, i know it is risky to try to cancel it now.But i can't risk to try and send the money from paypal to my credit card and wait 1/2 weeks.I don't know how much it will take.

So i prefer to cancel it, and if i'm not mistaken, if tomorrow they can't take the money they'll cancel my pre-order automatically, and that would be the best thing for me.

And i'm not the only one that has this issue...plenty of my friends has it.
It's sad that -10 days before the EA i have to be nervous instead of just chilling and waiting to play it :/.

So the only way is to change payment method?
Because I have read that some people had problems with Paypal too, and I don't have another credit card to use =\

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Originally Posted by Elisewin

So the only way is to change payment method?
Because I have read that some people had problems with Paypal too, and I don't have another credit card to use =\

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It seems so, and i have only 1 credit card and paypal account so...i can't do nothing :).

But i've already solved the problem.
Few minutes ago they cancelled my order.

I placed an order on Gamestop online, D1 guarantee delivery, and they will send me the bonus codes in 2 days.
Now i'm finally relaxed.

Sorry SE, but for me, this kind of things are unacceptable.

I hope that everyone else will solve their problems as well, in one way or another.

Cheers.

I just got the confirmation email now that I've been billed successfully. So telling them to update the order with a new payment method works, but it is a shame that they can't switch to a different payment type.

Same happened to me, I even called my bank to find out why it was denied - and it came out that the way SE bills is not compatible with my virtual visa (that's the one I have linked to paypal), so today I got the answer from the help center, and they said to add another card and that they will charge the order there. Unfortunately I have no other way of ordering anywhere else (living in a country that is backwards) but it gave me quite a headache trying to solve this. (luckily i have a second card <o<)

Luckily payment complete, without changing card of payment metod.

=\