Why Your Purchase Isn't Active

[Papa John]

First of all don't panic, you haven't been scammed out of your subscription or item. The likely issue is that you are either missing some key information, your payment hasn't gone through, or, on very rare occasions, there was a store error in processing your payment. This thread is designed to help you work through the common issues associated with your account not receiving your purchase.

 

Quick Issue Resolution

• If you are already in a game server, disconnect from it and then reconnect and see if the issue is resolved
  
• Wait 5 to 10 minutes before checking to see if the issue is resolved (to allow payment / server processing)
  
• If purchasing a subscription ensure your Linked Steam Account is correct
  
• Check either your debit/credit card or Paypal account to ensure the payment was completed (E-Checks / Bank Payments may take additional time of one or two days to process)
  
• If you are already banned from our server(s) the purchase covers, understand you WILL NOT be automatically unbanned for purchasing the item/subscription.
  

The first step in the process is to make sure you do not have any purchases pending, you can find this information in the Your Invoices pending section in the client area.

(Note: You MUST be logged into the forums to access your client area).

 

 

Following the Your Invoices link should lead to you to a similar page shown above (only with your purchases items, and no white box). If you see your purchased item here (be sure to pay attention to the purchase date under the order's name) it means that you have yet to pay for the item/subscription. Click the "Pay Now" button located to the right of the item/subscription to continue with the payment process. If you don't see your purchase here be sure to check it isn't in the Canceled tab on the right (if it is, repurchase your subscription/item).

 

The next step is to head to the Your Purchases section of the client area, which is the hub for all your purchases here on HeLLsGamers (Note: You MUST be logged into the forums to access your client area).

 

 

Following the Your Purchases link should lead you to the page that resembles the one shown above (Your purchases may vary, and it will not include multicolored boxes). Here you can see purchases I made recently via the store, for an item (Perp Cash) and two subscriptions (Platinum and Gold). If you purchased an item, like the 200,000 Perp Cash (or HG Bux / Rep) I purchased on Feburary 16th, it should show up similar to how it is shown in the yellow box above. On the other hand, if you purchased a subscription then it will show up like either the green or red boxes shown above. In the former (green box), it will append the green word "(Active)" next to your account subscription if it is currently paid for and functioning as intended. Or it will show up like the latter (red box) with it appending the gray word "(Expired)" to the end of the subscription.

 

If your purchase shows up like either the yellow or green boxes then your account should be functional and you can proceed to the next step for troubleshooting. If however you do not see your subscription on this page go back to the initial step and double check that you don't see the purchase in the pending or canceled tap of Your Invoices. After that your next step is to check with either your debit/credit card company or Paypal (if used to purchase) to verify the transaction went through. If you see that a payment in the amount of your purchase went through on the date of your purchase then make a Support Request detailing as much payment information as possible along with the date of the transaction. If you find the payment didn't go through, then simply repurchase the item or subscription.

 

The final step is dependent on if you purchased an item or a subscription. If you purchased an item the following will explain how to verify it is currently active, however, if you purchased a subscription skip forward to the next section and ignore this one entirely.

 

Item Purchase

 

So if you purchased an item and have yet to receive it, click the name of the purchase item in the Your Purchases section of the client area. In this case my item was 200,000 Perp Cash.

 

 

Here the most important part is what is highlighted in the green box. Normally this should contain the name of your current steam account alias (or a friends if you choose to purchase for a friend). To confirm this click the name of alias (in this case, myself, Papa John) and it will take you to their community profile page. If you find that it isn't your steam account, you logged in with the wrong account, or it doesn't have the green check mark next to the account's name you need to make a Support Request detailing your purchase information and the error made (Note: Delaying this request reduces the possibility of recovering the item(s). If everything checks out and you have still not received your item, make sure you wait at least 5 to 10 minutes before making a Support Request. Also try (if you are already in the game server) disconnecting from the server and reconnecting.

 

 

Subscription Purchase

 

So if you purchased a subscription and it isn't activated, click the name of the purchased subscription in the Your Purchases section of the client area. In this case my Active subscription was my Platinum Account.

 

 

Here the most important part is what is highlighted in the green box. Normally this should contain the name of your current steam account alias (or a friends if you choose to purchase for a friend). To confirm this click the name of alias (in this case, myself, Papa John) and it will take you to their community profile page. If you find that it isn't your steam account, you logged in with the wrong account, or it doesn't have the green check mark next to the account's name you need to click the Change Linked Steam Account link. If everything checks out and your subscription is still not active, make sure you wait at least 5 to 10 minutes before making a Support Request. Also try (if you are already in the game server) disconnecting from the server and reconnecting.

Edited July 21, 2013 by Papa John

[tinkerbell]

i had an issue with this in the past with item purchasing and i just wanted to say ty to the individual who resolved this for me.. it was much appreciated