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Unable to renew subscriptions bought through web portal

Palizzoli
Palizzoli Member ✭
in WEB PORTAL ISSUES ONLY

After several rounds with Scopely and xsolla customer support I'm trying this route for an issue I've had the last month or so.

Upon automatic renewal of my Bronze pass (King of Kings) subscription in january I got a message from xsolla that due to a technical issue the subscription couldn't be renewed and I would receive a refund for it. When I got the refund I tried to buy the subscription again, but I now get the following message:

image.png

I have twice got the "This is an xsolla issue!" response from Scopely CS, and I have twice got the response "Have you tried to purchase it through another platform/device?".

I have tried to purchase the subscription through google play and I get the same message as above there. I have also been in contact with xsolla again, and they claim that this is not an issue with their service, but a technical issue with the website/webversion of the game. I don't know what else I can provide to clarify the issue, but please reach out to me if you need more information.

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Comments

  • Firpo
    Firpo Administrator, Community Manager Scopely
    edited January 2021

    Hey @Palizzoli,


    Do you use the same payment method for both services? are you sure there is nothing wrong with your CC? Other Payment methods don't work?


    We will have a look at it as well tho.


    Best,

    Firpo

    cant touch this!
  • Palizzoli
    Palizzoli Member ✭

    @Firpo Same payment, nothing wrong with the CC. The screenshot is what appears when I click either the $2.99/wk or $9.99/mo. Happens both on web version and android app.

  • paley13
    paley13 Dev Team Moderator

    @Palizzoli your account should be fixed now. Can you try processing payment again and let us know if it works?

    @Hungover for viz

    forum_signature_paley13.png
  • Palizzoli
    Palizzoli Member ✭

    @paley13 Thank you, looks like you fixed it for King of Kings. Can you do the same with the "Here comes the money pass"?

    I currently have the "DX Army Pass" active (bought through the webversion of the game), will I experience the same issue when the time comes for auto renewal of this pass?

  • paley13
    paley13 Dev Team Moderator

    @Palizzoli Sorry for the delayed response here. Is your other "Here comes the money" subscription also not working?

    I think your other subscriptions should be ok now.

    @Firpo @Hungover for viz

    forum_signature_paley13.png
  • Palizzoli
    Palizzoli Member ✭

    @paley13 Looks like the subscriptions are fixed now. Thank you.

  • Palizzoli
    Palizzoli Member ✭
    edited May 2021

    @paley13, @Firpo Issue is back, with the bronze subscription (king of king pass) bought through the webportal. Can't renew it through web version, nor in app.

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