Unable to email support

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EmeraldKami
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Unable to email support

Post by EmeraldKami »

Hello i'm have a hard time trying to email support i bought the game roughly 6 hours ago and i haven't received and upgrade code for my account. if anyone can help i know i'm probably overlooking something right in front.

This is the email I am trying to send it to support@factorio.com from a live account. if anyone can help i have been really looking forward to this game :cry:

betka
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Re: Unable to email support

Post by betka »

Hello,
No idea why emailing to support doesn't work. Well, in such cases, sending me a PM has the same effect, and if the notificafions work, I will get to it quite quickly.
I checked the database for records connected with your email address, found one purchase attempt - unsuccessful, it looks, and most likely the status is not going to change. My guess is, the payment got declined for some detail, a typo anywhere, not filled or not matching verification codes (CVV/AVS), card setting, balance, things like that, which is the usual and very common scenario... Your card may have been charged by the provider, but the money hasn't been sent from them further, to us. If they won't send it to us, they will return it to you (that procedure takes possibly up to 7-10 days).
If you tried more times than what I found, I will need you to PM me the email you used for the purchase and/or the order ID.
You can as well PM me with any questions.

Betka

EmeraldKami
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Re: Unable to email support

Post by EmeraldKami »

I am not able to send PM as of being a new account. I did double check my bank account and it says pending so it looks like they payment has not reached you. I read that chase is really bad about over seas purchase. I'm guessing you might not get the payment and i'm going to have to find another way to buy the game. if it gets sent to me i will try again and double check that there are no mistakes when i enter my card info.

betka
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Re: Unable to email support

Post by betka »

I just rechecked, it's still pending, so I guess next where the money will go is back to your account.
When you try again, I think PayPal is a good alternative, I mean it usually works without errors.
The most common reasons a card payment gets declined are not matching verification codes and card limits and balance (the prices on the web are in EUR and USD, so if you have account in other currency, worth recounting to check the balance is ok)
Good luck,
Betka

EmeraldKami
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Re: Unable to email support

Post by EmeraldKami »

I have been poking around, i have chase as a bank and they dont let out of country payment go through what is nice in case my card gets stolen, but thank you for your help. i have been really wanting to play it looks like so much fun, so i will get it XD

also do you think i should make a subject on this site to tell people about the chase thing? not so the the staff can do anything but so other buys can find it in case this happens to them.

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