View Full Version : Missing gems?
Hi BB,
i have sent issue to support via mail,
but it nearly 5 hours ago since i purchased gems .
Areop-Enap
29.04.17, 11:08
Hi BB,
And now u banned my player?
Don't know about the gem issue. But if you are using Uplay account and has difficulties login in, you are not alone right now. A few people has reported an issue here (http://forum.thesettlersonline.com/threads/34640-Login-Error-browser-and-app/page3) in that regard.
lordloocan
02.05.17, 21:14
2 members of my guild independently bought gems in the recent happy hour. Both paid in good faith yet neither have received the gems despite contacting support and waiting patiently for several days now.
Reason for the thread is to try to get some idea of the scale of this issue and why it is happening. If you have the same issue did you use PayPal, credit card or what? Maybe we can solve it for bb?
Playerslights
02.05.17, 21:26
I have been waiting since April 29/2017 for this to be resolved.
I was one of those who bought gems and didnt get them delivered.
Bought lots, used Paypal, still waiting 4 days later
I would contact paypal or whoever you used to pay for the gems and ask for a refund, I bought gems on that sale and got them about an hour later, if BB can't sort it out they should just refund you, no doubt you have proof that you bought them
MosterTina
04.05.17, 11:48
I have the same problem. Bought gems on tuesday, using my credit card that I've used before. The last time I bought gems I received them a few minutes later. This time I've been waiting for more than two days now. Support has been contacted, they're just not very communicative.
I also bought get during the happy hour 7 days ago, and still havent gotten any gems.
Made a ticket about it and had to provide proof from my paypal ( receipt ) which i then sent them and they told me that i sould get then "soon", i also asked if i had done something wrong regarding my payment but got told that, they could not go into further details, so yea 7 days in and still waiting for the final delivery.
I got mine but they were very slow coming (at least an hour) compared to more or less immediately on previous occasions.
i got robbed last nite. i have proof of purchase and if i dont recieve my gems in the next 24 hr`s i will contact trading standards and open a resolution case thru paypal with ubirobbers. GIVE ME MY GEMS THAT I PAID FOR !!!!!!!
i complained and they responded to close zone on server,and will not pay Money back.
lordloocan
06.05.17, 18:49
Have now found another in the guild who bought them on Tuesday and still hasn't received them. If we have 3 in one guild there must be a lot of others across all the servers.
I've been waiting for my gems since 2 May. Only got the receipt on the 6th!. This isn't good enough. Either I get the gems or I want a refund pronto.
I'm also in communication with support about gems purchased through PayPal on Saturday and not yet received.
badboy6869
07.05.17, 13:02
I bought gems Saturday moring and I still have not received them why
KungFuWarrior
07.05.17, 15:53
Hi...also bought Gems on Sunday morning and still waiting for them to appear...:(.
Have posted a ticket with support,And awaiting a reply..
NOT Happy about the wait for my Gems :mad:..
Received my gems On Wednesday,Fingers crossed everyone else who are missing there gems receive them soon..
P.S.Thank you to the support team :)
I bought gems through my steam wallet using paypal. I've always used this method and it's always pretty fast, but this time I'm still waiting 6 hours later.
Hopefully this will be sorted soon.
Also bought gems and didn´t get them yet. Ticket sent this morning. While waiting for the gems I have checked other forums-looks like german and american server has the same issue. What I can read from german forum-its both paypal and safecard there they have issue with. My problem is paypal like many others here
Just got my gems now,hope everyone else missing theirs get them today :) Ps:Thanks to support for helping
it takes way to long to get gems. bought some the other day and didnt get them so after waiting 24hrs i sent in a ticket. they responded within a few hrs and 4 hrs later i got the gems. other games ive spent money on ive had the items within secs of paying.
At 1st i thought it was the payment company not letting BB know about the transaction. but after reading this several other payment systems have been used to what i used. so its BB with the delay.
I get an email confirming the transactions within 2 mins of completing it. yet have to wait hrs sometimes days to get the gems. in my case its xsolla doing the transactions.
Playerslights
08.05.17, 11:31
I received my gems this morning. I purchased them on April 29,2017.
Hey, guys - we're actively working on manually pushing all payments through the affected providers (e.g. PayPal, Xsolla). This takes time, but I can assure you that if you bought gems, you will get them. If you have an open Support Ticket, please refrain from opening additional ones and just reply to the original.
We're planning on providing a small gift to those who were affected - this will be credited automatically.
Thank you for your continued patience!
I purchased them 05/04/2017 i have give them all info but they close my first ticket....
FruSvampbob
08.05.17, 18:38
I purchased gems 24 hours ago with creditcard through xsolla, the payment were charged at once but i still haven´t recived any gems.
Had contact with support providing them with printscreen and reference number from the payment but till nothing... yet...
tostos open another ticket and give all info again. I noticed I was given only 48 hours to respond with the information required. Perhaps you exceeded the deadline before being able to reply? Try again though.
LordMaldat
08.05.17, 22:22
HI last lot I brought , took a few days to come thru .. I just thought it was like internet banking and it doesnt happen in the week ends .. .Gems turned up on monday morning .. .but I was sweating about it for 2 or 3 days
ive never known it to take so long to get gems. its not the payment companies with the delay as ive used some of them before and got the gems within secs of making the payment. think the problem is with BB not processing the payments not the payment companies. we shouldnt have to go through support everytime we buy gems and dont get them. I bought some more gems 24 hrs ago. got confirmation email within a few secs of completing the transaction. but still no gems.
Its putting a lot more work on the support team to sort out a problem caused by the finance team.
1st time i bought gems i had them within 2 hrs. the last 2 lots have taken several days. that clearly points to a problem with BB staff not doing there jobs right.
I play settler through steam, bought gems I normally only purchase when gems at 100% but I wanted to buy a medical pack to revive m MMA straight away to finish a quest. I am still waiting for my gems, I finished quest using Var general. I haven't notified about the gems problem, because they should see the problem , because they have excepted the payment but not sent me the mail in the game notifying me of the gems purchased, there is quite a few people with the same problem so I think blue byte will work through the problem, there could be quite a lot of people to check through, so I will wait patiently for my gems.
I use paypal but the funds used are from my steam wallet. I always have some money there in readiness for the 100% gem sales.
MosterTina
09.05.17, 11:53
Still none of the 3500 gems I bought have showed up :/ But at least I now have hope for something to happen within the next days, since people are starting to get their gems.
ETA: I received my gems this afternoon :)
must be some wierd special offer going now. i bought 24,000 gems and only got 1,700. just sent in yet another ticket to get what i paid for.
But maybe the 1,700 i was credited was as compo for the delay in sending me the last lot i bought but didnt get for ages.
36 hrs since i bought the last lot of gems and still waiting.
sad state affairs if u have to send in a ticket to support every time u buy gems just to get what u pay for.
Think what will happen is ppl wil just stop buying gems or quit the game if they dont get what they pay for. seen it in other games where ppl boycotted gem buying till they got things sorted out. those boycottes were only to get bugs in the game fixed or get a very bad update removed. none have been about not getting gems as every other game i play give the gems within secs of paying for them.
every other game when ive bought gems using xsolla ive usualy had them before i even get the purchase confirmation email. so why is it with BB it takes days and u have to send in a ticket to get them?
I received my gems this morning. Thank you Support. :)
lordloocan
10.05.17, 08:37
Pleased to say all 3 in my guild have now received their gems, they are now waiting for the above mentioned 'little gift'.
Pleased to say all 3 in my guild have now received their gems, they are now waiting for the above mentioned 'little gift'.
Thanks to them for being patient. Again, not ETA on said gift until we're 100% everyone has got their gems.
lordloocan
10.05.17, 18:52
Thanks to them for being patient. Again, not ETA on said gift until we're 100% everyone has got their gems.
That's understandable, just felt since I started the thread I ought to also add the positive news.
queen-vicious
11.05.17, 03:08
I have a missing gem purchase made today via mobile, 2k gems $10 - my gems usually arrive instantly- first time i have experienced this
I have a missing gem purchase made today via mobile, 2k gems $10 - my gems usually arrive instantly- first time i have experienced this
Please contact support via a web ticket regarding this, they'll investigate whether or not this is related to the previous issues (it shouldn't be).
I haven't received the gems I bought last night either.
Obviously the problem of 29 April has NOT been fixed, and now the whole fiasco is repeated. There should be no further gem selling untill you (BB) can guarantee safe delivery.
My son purchased gems yesterday and is still waiting for them to arrive, 24 hours later (and yes, he has lodged a ticket.... before all the silly comments begin).
I have purchased gems over 24 hours ago via paypal and have not received them. I have raised a ticket, but just posting here to say that OBVIOUSLY this issue is still not resolved.
I can assure you that the previous issue has been fixed (and everyone affected now has their gems). You've done the right thing by making a Support ticket, and they will ensure that you get the gems you purchased after they've investigated your issues.
The previous issue may be fixed because you manually pushed the gems out to the affected players. That does not fix the problem, in that there is a fault in how your (BB) database is talking to external payment sources such as paypal. Fix the root cause and the problem will stop re-occuring.
thats odd indeed i bought severel times , they came within 5-7 minutes,
Hey, guys - we're actively working on manually pushing all payments through the affected providers (e.g. PayPal, Xsolla). This takes time, but I can assure you that if you bought gems, you will get them. If you have an open Support Ticket, please refrain from opening additional ones and just reply to the original.
We're planning on providing a small gift to those who were affected - this will be credited automatically.
Thank you for your continued patience!
Still waiting for the promised compensation gift!
Powered by vBulletin™ Version 4.0.4 Copyright © 2025 vBulletin Solutions, Inc. All rights reserved.