Cannot make purchase with Crysta even though I have it on hand ERROR i2501

[NekoHina]

Hello, please help. I just refilled my Crysta so that I could add my retainers and companion app back to my account. That went just fine and I added some extra in order to purchase a mount and fashion from the store.

I added the items to purchase to my cart and the total is LESS than the amount of Crysta on hand. However, when I go to check out all I get is error i2501. It does not even go to the purchase page. As soon as I hit the Crysta choice, I get the error. I tried adding additional Crysta to my account and when I choose the payment method, it does not even go through the purchase process. It just gives the error code immediately.

I have had to use PayPal and Crysta for a long time now because the payment system refuses to accept my completely valid credit card (which I had used since the ARR beta), and that is a pain because it does not automatically renew my sub. But I have never had an issue using PayPal and in fact, I used it just minutes prior to this store issue at the Mogstation when I renewed my additional retainers. So why the problem now?

None of the conditions for the error code apply since my payment type is valid (even with plenty of Crysta in my account to cover my purchase) and I do not use a VPN. I even tried switching browsers just in case and still got the same error.

Please help me resolve this. I paid in advance, added the additional Crysta for the store purchase and now I cannot complete it. It is EXTREMELY a frustrating because you already have my money….the Crysta is right there in my account! Yet I cannot buy my items. Very upsetting so please help ASAP. Thank you in advance.

Regards,
Hina Meishou

[NekoHina]

No suggestions as to what I can do? If this remains an issue, I will not be able to renew my sub. Please advise. Thanks.

[Psyryn]

I just posted the following on a new thread. Same kind of issues, which I hope they will resolve soon:

Hello! I'm not sure where else to turn as Support hasn't been helpful with this issue, so, my apologies as I know this is in the wrong place.

Last night, my husband tried to purchase something from the online store using our debit card - the same one that pays both of our monthly subs with no issue - and it kept giving him a 'Card Unavailable' message. I then tried to gift it to him from my account and received the same message. Then we tried both Amazon Pay - didn't work - and buying Crysta via PayPal, which also didn't work. Checked with our bank and our card and account are both fine, no holds or anything.

So, we waited the recommended 24 hours and tried again tonight. It let me purchase the Crysta through PayPal; however, when I try to actually purchase something with it, it returns a i2501 error on paying with the Crysta that's sitting here in my account (and our card and Amazon Pay still won't work either and also return the i12501 error).

Can someone please advise who we need to speak with to resolve this issue? I'm wanting to spend money but SE doesn't want it? :P

Thank you kindly in advance for any assistance you are able to provide.

P.S. I did just read that you cannot gift items with Crysta, which is fine. We would still like to be able to purchase directly on account (instead of with Crysta) and are also concerned this may affect our monthly sub auto payment if there is an issue.

-Lady Psylynce - Primal - Exodus

[Votraftur]

Good morning! Thank you for posting in the Final Fantasy XIV Technical Support Forums.

Unfortunately, the issue you are describing is something we are not able to assist with in the Technical Support Forums. As the account in question is North American in region, we advise to contact the North American Support Center. This thread will be moved to the 'Separate Support Required’ subforum as contact with the Square Enix Support Center is necessary to resolve the issue.

This thread will be moved to ‘Separate Support Required’, thank you once again for visiting the Final Fantasy XIV Technical Support Forums!