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Orders troubles. - 8/27/2010 7:07:20 AM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
Perhaps Matrix wants that people who buy games online think twice.

Like the last time I have this error message, furthermore, I use paypal.

We're Sorry.

Your order cannot be completed because either inaccurate or incomplete information was entered.

If you believe that we have mistakenly denied your order, please use your browser's "Back" button, re-enter your billing information, and try to submit your order again.

It is very important that the billing address you enter matches the billing address of your payment method. If you continue to have problems please wait 24 hours and try again.

(Error Number: 30024002 - 0)


Is there an other way to buy matrix games ?

Thanks

Please change your shop provider, it is alwais a pain with digitalriver.

< Message edited by Blutch -- 8/27/2010 10:02:04 AM >
Post #: 1
RE: Orders troubles. - 8/27/2010 12:14:20 PM   
Erik Rutins

 

Posts: 33800
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Hi Blutch,

I'm sorry - this only seems to happen with a small fraction of orders and we are working with DR to reduce the frequency. It's almost always because their fraud department is too aggressive, which works for more mainstream markets but not for ours.

Can you please e-mail me with your Order ID and I'll follow up with them immediately on this?

Regards,

- Erik

_____________________________

Erik Rutins
Director of Product Development


For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to Blutch)
Post #: 2
RE: Orders troubles. - 8/27/2010 12:52:51 PM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
Done

(in reply to Erik Rutins)
Post #: 3
RE: Orders troubles. - 8/27/2010 1:34:24 PM   
Erik Rutins

 

Posts: 33800
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Thanks, received it and I've started investigating with the store.

_____________________________

Erik Rutins
Director of Product Development


For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to Blutch)
Post #: 4
RE: Orders troubles. - 8/27/2010 1:49:30 PM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
Thanks, I've tryed several times, with different mail adress, cdredit card, paypal .....

I am desesperate

(in reply to Erik Rutins)
Post #: 5
RE: Orders troubles. - 8/27/2010 3:43:11 PM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
I try again, with two different credit card. I try paypal too.

Otherwise, I buy online on gamersgate and have no problem.

Is there an other way to download this game (legally, if I keep my patience)

(in reply to Blutch)
Post #: 6
RE: Orders troubles. - 8/27/2010 4:06:29 PM   
Erik Rutins

 

Posts: 33800
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Hi Blutch,

Please hang on until you hear from us - making lots of attempts in a short period of time just triggers the fraud checks again.

Regards,

- Erik

_____________________________

Erik Rutins
Director of Product Development


For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to Blutch)
Post #: 7
RE: Orders troubles. - 8/27/2010 6:31:13 PM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
It will be night here in France. Hoping to play tomorrow.

If I can t tomorrow you can stop your effort, I will wait for Patrician 4 on Gamersgate.

Thanks you anymore Erik, perhaps one day Matrix will find something better than digitalriver.

Good night

(in reply to Erik Rutins)
Post #: 8
RE: Orders troubles. - 8/27/2010 7:56:15 PM   
Erik Rutins

 

Posts: 33800
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Hi Blutch,

I'm told your order has been cleared as well and they think a re-order now will work.

Try a new order with PayPal or a credit card you know is good and please make sure your billing information matches precisely what is on record with them.

Regards,

- Erik

_____________________________

Erik Rutins
Director of Product Development


For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to Blutch)
Post #: 9
RE: Orders troubles. - 8/27/2010 8:25:56 PM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
No.

Sorry

Too much time spend ... to buy ?!

(in reply to Erik Rutins)
Post #: 10
RE: Orders troubles. - 8/27/2010 8:58:41 PM   
Erik Rutins

 

Posts: 33800
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Hi Blutch,

I'm sorry to hear that - same error or a different one? I understand the frustration, it's not a systemic issue though, it's something specific to your payment info and the store so we need to work with them on it and that takes time.

Regards,

- Erik

_____________________________

Erik Rutins
Director of Product Development


For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to Blutch)
Post #: 11
RE: Orders troubles. - 8/27/2010 11:08:45 PM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
Same error.

(in reply to Erik Rutins)
Post #: 12
RE: Orders troubles. - 8/28/2010 1:22:06 PM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
Why not by paypal, it don t use anything except the mail adress.

Is it possible to deal directly with digitalriver ?

(in reply to Blutch)
Post #: 13
RE: Orders troubles. - 8/30/2010 8:06:20 PM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
So, I retry 24h later,

Order number 1654657067 with Paypal,

and you know what ?
We're Sorry.

Your order cannot be completed because either inaccurate or incomplete information was entered.

If you believe that we have mistakenly denied your order, please use your browser's "Back" button, re-enter your billing information, and try to submit your order again.

It is very important that the billing address you enter matches the billing address of your payment method. If you continue to have problems please wait 24 hours and try again.

(Error Number: 30024002 - 0)




(in reply to Blutch)
Post #: 14
RE: Orders troubles. - 8/31/2010 8:49:07 PM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
So 24hours more, same error.

My Order Number: 1654658545.

If you don't have any interest with my problem just tell me and I will stop to post on this forum.

Thanks

(in reply to Blutch)
Post #: 15
RE: Orders troubles. - 8/31/2010 8:54:08 PM   
Erik Rutins

 

Posts: 33800
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Hi Blutch,

Sorry to hear this is continuing. We are continuing to pursue this with Digital River as well. It's unacceptable to us that they are not able to take your order.

Regards,

- Erik

_____________________________

Erik Rutins
Director of Product Development


For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to Blutch)
Post #: 16
RE: Orders troubles. - 8/31/2010 9:01:01 PM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
Thanks Erik,

I have send you by mail more elements.


(in reply to Erik Rutins)
Post #: 17
RE: Orders troubles. - 9/1/2010 8:12:58 PM   
hoe ist?

 

Posts: 113
Joined: 10/20/2008
Status: offline
I also tried two times to order this game with creditcard and got two times an error message saying that my order could not be completed.... Order nr of second try is 151300080

(in reply to Blutch)
Post #: 18
RE: Orders troubles. - 9/1/2010 8:28:43 PM   
hoe ist?

 

Posts: 113
Joined: 10/20/2008
Status: offline
Tried in vain to order a third time and got again an error message. What now?

(in reply to hoe ist?)
Post #: 19
RE: Orders troubles. - 9/2/2010 5:35:37 PM   
Erik Rutins

 

Posts: 33800
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Hi hoe ist,

Could you please e-mail me at erikr@matrixgames.com as well?

Regards,

- Erik

_____________________________

Erik Rutins
Director of Product Development


For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to hoe ist?)
Post #: 20
RE: Orders troubles. - 9/2/2010 7:05:17 PM   
hoe ist?

 

Posts: 113
Joined: 10/20/2008
Status: offline
Just sent you the mail; still hoping to get this game...

(in reply to Erik Rutins)
Post #: 21
RE: Orders troubles. - 9/2/2010 7:47:24 PM   
Blutch


Posts: 53
Joined: 9/12/2009
Status: offline
It is now good for me. By paypal.

Many thanks to Jeremah B.

(in reply to hoe ist?)
Post #: 22
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