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Purchase Assistance - Billing Support

How do I add my credit card or PayPal information to my account?

To add a credit card:

  1. Click this link (https://store.trionworlds.com/account/profile/manage-game!input.action?dd=1) and sign into your account.
  2. Click 'Payment Methods'.
  3. Fill in the requested fields.
  4. Click 'Submit'.

To add a PayPal account:

  1. Click this link (https://store.trionworlds.com/account/profile/manage-game!input.action?dd=1) and sign into your account.
  2. Click 'Payment Methods'.
  3. Click on the PayPal tab.
  4. Click 'Authorize'.
  5. Sign into your PayPal account and confirm your purchase.

For more assistance, please contact us at:

 https://support.gamigo.com/

 

How Do I Purchase with Karma Koin?

  1. Select the game you would like to purchase from, either using the Glyph Store page or the Glyph website (https://glyph.trionworlds.com/) .
  2. Karma Koin will be available under the tab 'Other'.
  3. Select Karma Koin and click 'Submit'.
  4. You will then be asked to enter your Karma Pin found on the back of your card.
  5. Click the Confirm button to finish your order.

If your code isn't working, please check your balance here (https://www.karmakoin.com/) to make sure you have enough funds for the product you are trying to purchase.

If you have enough funds but your code is not working, please contact Karma Koin directly using this link:

(http://karmakoin.com/support)

 

PaySafeCard - Frequently Asked Questions

1) Why is PaySafeCard not showing as a payment option?

This might happen for two reasons: either your country setting is incorrect in terms of not being set to your current country, or PaySafeCard is currently not supported for your country.

To find out if you are eligible for an account country change, please contact us at https://support.gamigo.com/

2) How can I get a refund for my purchase if I used Paysafe?

Unfortunately, we cannot directly refund purchases made through Paysafe. If you would like a refund for any purchase using Paysafe, you'll need to contact them directly (http://www.paysafecard.com/us/help/).

3) Can I use Paysafe to pay for subscription fees?

Unfortunately, you cannot use Paysafe for subscription charges.

 

PayPal Purchase Failed

There are several reasons why a PayPal account payment will fail to process. Your PayPal account must be 'Verified.' This means that your payment must have access to an 'instant form of payment' to make a purchase. You can use PayPal under the following scenarios:

  • Your PayPal account has the proper amount of funds, and you have linked your bank account to your PayPal account with your account ID and routing number. (If at any time you remove your bank account from your PayPal account, you will not be able to make future purchases with this payment method until you add your bank account back to your PayPal account.)
  • If you do not have a credit card linked to your PayPal account, you can select the option 'PayPal (One-time Payment)' when you are selecting your payment method. This should allow you to bypass the credit card requirement. This payment method cannot be used for setting up a subscription.
  • Your PayPal account has sufficient funds, and you have linked your credit card to your PayPal account.
  • Your PayPal account does not have sufficient funds, but you have linked your credit card to your PayPal account. This is still considered an instant payment by PayPal, so you can use this PayPal account for purchases.
  • Please be sure that the "Bill Me Later" feature that PayPal offers is turned off, as this will not work with our purchasing system.

Steam Wallet

To make purchases with a Steam Wallet, you must first add the game to your Steam library by following the below steps:

  1. Add the game to your Steam library by clicking the relevant link below and clicking Play Game:
  • ArcheAge (http://store.steampowered.com/app/304030/ArcheAge/)
  • Defiance (http://store.steampowered.com/app/224600/Defiance/)
  • RIFT (http://store.steampowered.com/app/39120/RIFT/)
  • Trove (http://store.steampowered.com/app/304050/Trove/)
  1. This will prompt you to download and install the game.
  2. Once it launches, log in with your Glyph Account and click Play.
  3. When the game loads up, open the store and attempt to make a purchase of something for real money.
  4. You should see the Steam Wallet as your payment option.

If you do not see it or it is not working, this is likely due to the Steam Overlay not being enabled. Make sure 'Enable the Steam Overlay while In-Game' is checked in your Steam settings.

  1. Continue through the flow and add money to your Steam Wallet if needed.
  2. You will get a confirmation receipt on screen once you are done, and your purchase will be added to your character.

For more information on Steam Wallet payment options, read the Steam Wallet FAQ (https://support.steampowered.com/kb_article.php?ref=1122-RTSC-0478) on support.steampowered.com.

 

Redeeming A Steam Code

If you purchased a game or a pack from Steam, you may need to get the voucher for the product from Steam. To view the voucher, right-click the game or pack in your Steam Game Library and click on the "View CD Key" button to see if the voucher is present. You can then redeem it online here (https://store.trionworlds.com/commerce/voucher/redeem-voucher-flow).

 

Cancelling or Adjusting Your Patron Subscription

In order to cancel or change your patron subscription, please follow the steps below:

  1. Using your web browser, navigate to the account management page (https://store.trionworlds.com/account/profile/manage-game) and click 'Sign in'.
  2. Log in using your email and password that you use to log into the game.
  3. Click 'View' on the game you are attempting to modify.
  4. Scroll down to the 'Patron Subscription Information' section and click 'Change Plan'.
  5. Choose a new subscription from the list of subscription plans and click the 'Continue' button. Or click the 'Cancel Subscription' button and confirm the cancellation when prompted.

 

Troubleshooting Failed Purchases

To avoid potential errors that may occur, please ensure that you have done the following:

  • Ensure the card is properly funded.
  • While entering your billing information, make sure all fields have been entered properly and that the information entered matches that assigned to your credit card.
  • For prepaid gift cards, make sure they have been properly registered and activated with the card provider.
  • Verify that there are no blocks on the card account.

Common Errors

Special characters: Please try removing any letters with accent marks and other special characters not common to the English language.

  • Incorrect credit card number: If the credit card number you have entered is invalid, our system does not know which financial provider to contact to verify your information. Please verify the numbers you have entered and try making another transaction. Keep in mind that you should not include any spaces while typing this number.
  • Miscommunication between your computer and our store: Try the transaction again in 15 minutes. There could be an increased load on the store and server currently.
  • Your bank is having difficulty completing your transaction with our bank: If you believe this is the case, please contact your bank for further information about how to troubleshoot this. If you have made multiple transaction attempts, you may be blocked temporarily from making further transactions for security reasons.

As a security precaution, we have been forced to limit the amount of transactions attempts you can make within a day. Please note this applies for the amount of times the same credit card can be used on various accounts as well as the amount of times a single account uses various cards.

If your credit card is being declined or if you are running into an error, please double check all your credit card information before attempting again.  Avoid making too many transaction attempts, as this may cause further issues with your store account and even result in a block from being able to purchase at all.

Can I resolve some of the errors myself?

  1. Check your payment method to make sure your credit card expiration date is correct, and that the country of residence matches the billing address for your credit card
  2. Try removing your saved payment method and re-adding it. Make sure to add the correct card verification code (CVV) when adding a credit card.
  3. If you use a prepaid credit card, be sure to register it online before using it. If no postal code or cardholder name is available, the payment will not complete. We suggest contacting the card provider if you need further assistance with this.
  4. Try to use a different payment method for your order or simply re-attempt the purchase later.
  5. Make sure you have Credit/Debit Card linked to your PayPal account and that the 'Bill Me Later' feature is disabled, as our system does not support this feature.
  6. Make sure you have sufficient funds on your credit card and PayPal accounts.
  7. Your bank may have restricted access to your card for security reasons. Contact your credit card provider or bank to make sure that no fraud prevention is blocking your order.
  8. Try to clean your browsers cache and website cookies.
  9. Try purchasing via another browser.
  10. If the above steps have not helped to address the issue, please try a different payment method, or contact your bank for further assistance.

If you are using Steam Wallet and the above steps did not help to resolve your issue, we suggest contacting Steam support at https://support.steampowered.com/.

 

I made a purchase via Steam and now my order is 'under review'

We need time to verify Steam orders of certain products.

Please be patient, your order will most likely be verified within the next few hours.

If this is not the case, then please contact us at https://support.gamigo.com/

Unfortunately, we need a bit more time to verify 'under review' purchases during weekends, so please be patient before opening a ticket with our support team.

 

What safe payment methods can I use for my purchases?

The safe payment methods should appear under the tab 'Other' when you are redirected to the online shop. These are typically prepaid methods that require you to buy a code which you then can use for paying.

The specific available methods depend on your region, but you should be able to see some of the following depending on your country:

  • KarmaKoin
  • PaySafeCard

Please check your 'Other' tab first to see the available methods before proceeding to purchase one of these codes, to make sure the method is available to you.

 

I want to change my Glyph country/Payment country.

To find out if you are eligible for an account country change, please contact us at https://support.gamigo.com/ and provide us the following information:

  • country you are currently connecting from
  • country where your account has been created
  • country of your credit card/billing address

 

I made a purchase during a special offer/sale but did not receive the advertised discount/goods.

Products from special sales are awarded only if the transaction clears within the promotional time frame.

If your purchase cleared before the beginning or after the end of the promotion, you would not receive the promotional price/promotional product.

Please make sure to read all sale announcements in full for any limitations or restrictions

 

I want to buy Credits, but I am not sure if I should buy for ArcheAge Legacy or ArcheAge Unchained. What is the difference?

ArcheAge Legacy and ArcheAge Unchained are two separate games and it is not possible to transfer Credits from one game to another.

Please make sure that you are in the online shop of the correct game before you make your purchase.

Please refer to the dedicated FAQs for more information on the differences of the two games:

https://support.gamigo.com/hc/en-us/articles/360036849854-FAQ-ArcheAge-Unchained

https://support.gamigo.com/hc/en-us/articles/203718026-ArcheAge-Frequently-Asked-Questions