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Old 11-18-2008, 09:18 AM   #1
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I woke up to an e-mail this morning that said, "Due to a credit card billing failure we are unable to complete the pre-order you placed on 11/3/08, for the The Shadow Odyssey - All-In-One Compilation. As a result, your pre-order has been cancelled and your access to the expansion has been revoked. You may attempt to place your order again by visiting Station.com (http://www.station.sony.com/) and selecting your game."

I checked my bank account, I had $96 in there, how could this happen?

I've looked all over the Station.Com area and "My Account" area and there is no place to even order the game, I'm assuming that they'll put that up after the game goes live again later today?

I'm beyond disappointed. Anyone have any idea why it wouldn't have gone through?

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Old 11-18-2008, 09:37 AM   #2
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If you had any holds when they put the charge through could be the reason. In case you don't know, a hold is when a company sort of pre-charges your account to ensure you have the money to cover your purchase (usually the automated ones). These purchases take at least two business days to process so while your account may show you having the full amount, if there is a hold on it that money on hold is unavailable to be counted toward any other purchases.

If that wasn't the problem, it is also possible your bank may be having technical difficulties with their account payment system. If a banks validation system is down, anyone attempting to debit your account will receive a failure and the debit will be refused.

It's definitely not on SOEs side though as I just checked my email and bank account and have received confirmation of my debits and the money is currently on hold with my bank.

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Old 11-18-2008, 10:03 AM   #3
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[email protected] Bayle wrote:

I woke up to an e-mail this morning that said, "Due to a credit card billing failure we are unable to complete the pre-order you placed on 11/3/08, for the The Shadow Odyssey - All-In-One Compilation. As a result, your pre-order has been cancelled and your access to the expansion has been revoked. You may attempt to place your order again by visiting Station.com (http://www.station.sony.com/) and selecting your game."

I checked my bank account, I had $96 in there, how could this happen?

I've looked all over the Station.Com area and "My Account" area and there is no place to even order the game, I'm assuming that they'll put that up after the game goes live again later today?

I'm beyond disappointed. Anyone have any idea why it wouldn't have gone through?

Interesting.. this made me check my e-mail. My hubby's and mine went through, the one for my son's account didn't. All were being charged on the same CC that had $2100 available. I'm not overtly concerned about the order for my son's account at the moment, but odd that it happened, eh?

The only difference is the failure e-mail was before 7AM EST this morning while the other two were closer to 7:30AM EST. Maybe they bank systems were down, who knows?

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Old 11-18-2008, 10:04 AM   #4
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Call your bank and verify what charges are pending on your bankcard. As the previous poster said, it's probably a hold on funds in your account for something else- maybe an automated billing program like a cell phone, etc?

My pre-order went through this morning, so it's not SoE and you need to contact your bank about any billing failure. Honestly $96 is cutting it really close, particularly if you've charged other stuff recently and it hasn't gone through yet...

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Old 11-18-2008, 10:46 AM   #5
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I'd suggest doing what the other posters said. Call your bank, ensure you had the funds, take a screenshot of your balance window and any checkcard holds. Then file a petition with SOE asking for your pre-order bonus.

I once had technical difficulties with their site whereby none of the graphics appeared so i accidentally pre-ordered an EQ1 expansion rather than the EQ2. As soon as i realized my mistake, i took a screenshot and petitioned and they reimbursed me the burynai seeker.

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Old 11-18-2008, 10:56 AM   #6
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i got exactly the same email as the OP and i KNOW its not my fault - have checked and rechecked - am very disappointed as i pre-ordered on 17 October. the game isnt instore where i live and i have missed out on bonus items too.

=/

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Old 11-18-2008, 10:57 AM   #7
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NardacMM wrote:

I'd suggest doing what the other posters said. Call your bank, ensure you had the funds, take a screenshot of your balance window and any checkcard holds. Then file a petition with SOE asking for your pre-order bonus.

I once had technical difficulties with their site whereby none of the graphics appeared so i accidentally pre-ordered an EQ1 expansion rather than the EQ2. As soon as i realized my mistake, i took a screenshot and petitioned and they reimbursed me the burynai seeker.

will be trying something like this, thanks SMILEY

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Old 11-18-2008, 10:58 AM   #8
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Same crap here. I checked our bank account and we have more than enough money in there and there is nothing waiting to go through so there should be no reason for a billing error. I am not at all amused >SMILEY

My only concern is that once I go to the store to find and purchase a retail copy that soe will realize something got bugged and send an 'oops we messed up' email and reinstate my pre-order and charge me again.

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Old 11-18-2008, 11:05 AM   #9
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well the way it looks the order was actually cancelled so SOE couldnt then try and charge you for it without obtaining your permission. I have now ordered thru amazon.co.uk (£14.99 reduced from £19.99 with free postage) and am expecting delivery on 21 November.

i'm disappointed but what else can i do? i just want to play the game

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Old 11-18-2008, 11:11 AM   #10
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                    I have 7 account's. 3 didnt go through.There is no way of fixxing it but going through email or call support that im aware of.Put in my email

http://help.station.sony.com/cgi-bi...p?p_faqid=18720

                   Plan on calling but doubt it will go through.Hopefully my local game stop will have some copies though im figuring there wont be any. 858-537-0898

                   More then likely I wont be using direct download next year.If I renew my order at all.Unfortunatly one of the account's is my wife's and she took off work thur's and friday to play.

                  

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Old 11-18-2008, 12:46 PM   #11
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W...T...F...

I woke up to the same [Removed for Content] e-mail. Coincidence that multiple people are getting the same e-mail?

How about the fact that we're getting this e-mail ON THE DAY OF RELEASE! When it's too late to qualify for pre-order.

I better get my Cloudskipper painting

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Old 11-18-2008, 12:48 PM   #12
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I got the same e-mail. Not happy.

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Old 11-18-2008, 12:54 PM   #13
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Mine was canceled as well.  What is going on here.

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Old 11-18-2008, 12:59 PM   #14
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All I can tell you for those of you who got it cancelled is to call the CSR to get it fixed.  Sorry to hear about all your problems though.

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Old 11-18-2008, 02:05 PM   #15
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After getting the e-mail, went into my account and re-purchased the digital download of TSO. I just logged in, and I still got the painting, booster pack and void pet. I got my painting, that's all I really cared about, whew SMILEY

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Old 11-18-2008, 02:08 PM   #16
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I've forwarded this issue to Customer Service.

Please make sure that you contact them if you have problems.

Check this thread for information on how to contact CS.

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Old 11-18-2008, 02:33 PM   #17
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Greetings,

If your preorder was cancelled then that means that we received a hard decline from the bank when we tried to process the payment.  A hard decline is usually caused by insufficient funds or a do not honor given to us by the bank.  This is especially common for people who buy the expansion on multiple accounts since banks will often regard the charges as duplicates and deny them. If you experience a hard decline then you will need to try to purchase the expansion again after correcting the problem.

Otherwise, if your billing failed but the preorder isn't cancelled then that means that we experienced a soft decline when trying to charge.  Soft declines are usually caused by invalid card information or a processor error.  When the charge declines like that it will not immediately cancel the preorder and our system will retry the charge for a few days before cancelling out.

If you are unsure about the reason for the decline then I would advise calling in to our support line so that we can give you more information.  We can always look up a failed charge for detailed information about why it didn't go through and help you correct it.

Our contact information is available here:

http://help.station.sony.com/cgi-bi...p?p_faqid=10404

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Old 11-18-2008, 02:36 PM   #18
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Phantie wrote:

Interesting.. this made me check my e-mail. My hubby's and mine went through, the one for my son's account didn't. All were being charged on the same CC that had $2100 available. I'm not overtly concerned about the order for my son's account at the moment, but odd that it happened, eh?

The only difference is the failure e-mail was before 7AM EST this morning while the other two were closer to 7:30AM EST. Maybe they bank systems were down, who knows?

The bank is almost surely regarding the third charge as a duplicate.  We see that quite a bit when people pre-order expansions on multiple accounts.  If you call the customer service number for the card and ask for the fraud department then they should be able to remove the do not honor placed on the charge.

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Old 11-18-2008, 02:37 PM   #19
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[email protected] wrote:

i got exactly the same email as the OP and i KNOW its not my fault - have checked and rechecked - am very disappointed as i pre-ordered on 17 October. the game isnt instore where i live and i have missed out on bonus items too.

=/

You will not miss out on the pre-order bonus items.  Assuming we can verify that you tried to pre-order, we'll give you the pre-order items when you actually make the purchase.

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Old 11-18-2008, 02:40 PM   #20
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Gellawyn wrote:

Same crap here. I checked our bank account and we have more than enough money in there and there is nothing waiting to go through so there should be no reason for a billing error. I am not at all amused >

My only concern is that once I go to the store to find and purchase a retail copy that soe will realize something got bugged and send an 'oops we messed up' email and reinstate my pre-order and charge me again.

Assuming you got an e-mail that says the pre-order was cancelled, we will not automatically attempt to bill for the expansion.  If you are double billed for some reason we will correct it for you even though that shouldn't be possible.

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Old 11-18-2008, 03:45 PM   #21
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TSR-DanielH wrote:

Greetings,

If your preorder was cancelled then that means that we received a hard decline from the bank when we tried to process the payment.  A hard decline is usually caused by insufficient funds or a do not honor given to us by the bank.  This is especially common for people who buy the expansion on multiple accounts since banks will often regard the charges as duplicates and deny them. If you experience a hard decline then you will need to try to purchase the expansion again after correcting the problem.

Otherwise, if your billing failed but the preorder isn't cancelled then that means that we experienced a soft decline when trying to charge.  Soft declines are usually caused by invalid card information or a processor error.  When the charge declines like that it will not immediately cancel the preorder and our system will retry the charge for a few days before cancelling out.

If you are unsure about the reason for the decline then I would advise calling in to our support line so that we can give you more information.  We can always look up a failed charge for detailed information about why it didn't go through and help you correct it.

Our contact information is available here:

http://help.station.sony.com/cgi-bi...p?p_faqid=10404

I spoke with my bank this morning when my 3rd account didn't upgrade.   They hard declined because of multiple charges for the same amount from the same company.   Those with multiple accounts all going to the same card may have this problem.   The person at card support said that this is part of their fraud support for ATM/Debit style visa, not real visa.   So if its coming out of your checking account, it could be your bank thinks its fraud.

As stated, contact Sony support AFTER talking to your bank.

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Old 11-18-2008, 07:12 PM   #22
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That happened with me too.  I went ahead and re-ordered the DD and checked in game.  No house pet listed, but I did get teh painting.  I will try and check with customer care for the house item per Kiara's post and hope for the best.  I ordered the Retail one on my other account for the mount... but I wanted the house pet on at least one account.

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Old 11-20-2008, 02:59 AM   #23
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My preorder also failed due to billing failure..i only have one account and i used the same credit card and bank account as the one that pays the monthly eq2 bill hmmmm..it never gets canceled

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Old 11-20-2008, 12:13 PM   #24
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Aye, it ended up being a hard decline from my bank. I got a robocall later in the afternoon asking if the recent charges from "a toy store" were valid, heh.

I'm honestly not too upset since it happened to my son's account, and he's no where near being able to use the new zones. I just wanted him to get the house item bonus, but I think he'll live without it (as he wasn't even aware of the expansion anyways) and can just wait until he gets some more levels. SMILEY

So yes, if you haven't yet, check with your banks. SMILEY

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Old 11-20-2008, 12:16 PM   #25
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Phantie wrote:

Aye, it ended up being a hard decline from my bank. I got a robocall later in the afternoon asking if the recent charges from "a toy store" were valid, heh.

I'm honestly not too upset since it happened to my son's account, and he's no where near being able to use the new zones. I just wanted him to get the house item bonus, but I think he'll live without it (as he wasn't even aware of the expansion anyways) and can just wait until he gets some more levels.

So yes, if you haven't yet, check with your banks.

I believe TSR Daniel mentioned that if you tried to preorder, then they can still get you that preorder item..  A few posts up I believe...  SMILEY

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Old 11-20-2008, 12:21 PM   #26
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TSR-DanielH wrote:

Phantie wrote:

Interesting.. this made me check my e-mail. My hubby's and mine went through, the one for my son's account didn't. All were being charged on the same CC that had $2100 available. I'm not overtly concerned about the order for my son's account at the moment, but odd that it happened, eh?

The only difference is the failure e-mail was before 7AM EST this morning while the other two were closer to 7:30AM EST. Maybe they bank systems were down, who knows?

The bank is almost surely regarding the third charge as a duplicate.  We see that quite a bit when people pre-order expansions on multiple accounts.  If you call the customer service number for the card and ask for the fraud department then they should be able to remove the do not honor placed on the charge.

Would it not be an idea to implement a system where someone can purchase multiple copies of an expansion in a single order with SoE?

Would make the whole thing easier IMO.

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