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Payment done -Never got keys.

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0AW
Dec Member 2019

0AW

Posts: 134 Iron Posts by user Forum Profile RuneMetrics Profile
I have purchased keys with my mobile via a gift card but the keys are not showing up on my account. The transaction was approved by the credit card company.

Is this normal ? How long should it take before the keys are applied to my account ?

Thank you for the help!

24-Feb-2021 01:33:48

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
0AW


Jagex always send a confirmation of purchase message if the purchase is successful.
Until you get that message, the purchase has not yet been processed.
The message will be emailed to the registered email of the account and put in to the 'Messages' tab in account management.

Start by checking that you have received a confirmation of purchase message.
If you have, is the message only emailed or is it both emailed and in the Messages tab?
If you only have an email, check that the email has been correctly addressed to the display name of the account, meaning the purchase may be on another account.

If there is no confirmation of purchase message, go to the Unsuccessful payment support page and work through the points.

The main thing with a gift credit card is to check that you are able to make a purchase from the UK.
If you are not in the UK, read the fine print as the card may only be able to be used in your country and not for an international purchase.
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24-Feb-2021 02:06:23

Oryxaren

Oryxaren

Posts: 2 Bronze Posts by user Forum Profile RuneMetrics Profile
Hi

What is the normal time that a e-mail confirmation will be sent by Jagex? As Payment has been confirmed by my bank/Google play however, nothing from Jagex. This account is linked through google as well, so im really not sure whats going on.

Reading through the FAQ, there is no helpful answers and this is a becoming a little frustrating to say the least.

Thanks.

24-Feb-2021 13:14:01

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
Oryxaren


Email confirmation is sent as soon as the payment is received.

I recommend you work through the Common Mobile Payment Issues support page, particularly the part under "Membership / Item not added to account" .
There are a couple of points specific to Google Play purchases in there.
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25-Feb-2021 01:30:45 - Last edited on 25-Feb-2021 01:32:49 by Malua

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