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Can't Seem to Buy Anything???

Quick find code: 410-411-816-66254232

9mmBlank
Mar Member 2021

9mmBlank

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
I bought RuneCoins through Steam and they still haven't shown up in my balance for Solomon's Store after 24 hours (Steam has confirmed that the transaction went through successfully on their end). If I try to buy RuneCoins or Keys or anything directly from the Payments Site, I get a "You are not eligible for any items in this category" error message.

I'm a paid member with an active subscription and I have no idea what the issue is.

29-May-2022 02:33:00 - Last edited on 29-May-2022 02:33:29 by 9mmBlank

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
9mmBlank


It should take only one hour for the purchase to be processed to your RS account.

Check which Runescape account you have linked to your Steam account.
If you have another Runescape account linked, the purchase would have gone there.
(you can check by logging in to RS through the Steam icon and see which account you get taken to).

If you find the RuneCoins on the wrong account, you can get them transferred via the contact point on the Bought items on the wrong account support page.
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29-May-2022 03:34:29

9mmBlank
Mar Member 2021

9mmBlank

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
I did double-check the linked accounts and they are correctly linked. When I "Login with Steam", it does log me into the account that is missing the RuneCoins from Solomon's Store.

Also, I think there must be something weird about my account, since it won't let me buy RuneCoins or Keys directly from the website because of that ineligibility message. I don't have any billing issues that I can see.

29-May-2022 08:41:47

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Check your Steam wallet to see if the money has been returned.

If the money has not been returned, you are supposed to contact Steam but it sounds like you have already done that.
Support page: Steam payment issues

Jagex can't see the purchase until the money is received at Jagex and, if you haven't received your RuneCoins, then either the money has not been received or the purchase went to another account.
I recommend contacting Steam again.
If they still insist the purchase processed correctly, post back here again.

The "You are not eligible for any items in this category" error message is showing because you must have purchased your membership through a mobile app.
The mobile app purchase system and the direct from website purchase system are not compatible with each other. You can use one or the other but not both together.
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29-May-2022 10:27:22

9mmBlank
Mar Member 2021

9mmBlank

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
I've reached out to Steam again and I'm waiting to hear back.

I did purchase my membership through a Google Play Store promotion. If the direct website purchase system isn't compatible with the mobile purchase system, could that mean that Steam purchases also aren't compatible with the mobile purchase system?

If so, I can just see if they'll refund the purchase on Steam and buy the RuneCoins on mobile.

29-May-2022 22:32:28 - Last edited on 29-May-2022 23:53:56 by 9mmBlank

9mmBlank
Mar Member 2021

9mmBlank

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
Steam responded and sent this message:

Hi there,

Thank you for letting us know this matter. Let me have it checked for you.

Our records show the transaction was successful.

If the purchase is missing in-game, you will need to contact the game’s support department directly. They can verify the status of your purchase and add the missing content if there has been an error.

Be sure to include the Steam Transaction ID as proof of purchase:
Navigate to Steam Help and log in with your Steam account.
After you have logged in, click on Purchases.
Find the in-game purchase and click on it to view your receipt. The Transaction ID is included in the purchase details.

You can reach RuneScape support by using the information from the Official Support section found here.

If they are unable to correct the issue, please provide a copy of your communication with them in your next response.

Kind Regards,
Archie

At this point, I'm not sure if I should be chasing this down with Jagex/RuneScape or Steam. I can't figure out how to contact RuneScape Support directly to give them the transaction information either.

31-May-2022 19:01:54

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