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Unable to purchase from store

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TotallyWill

TotallyWill

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile
I have recently came back from about a 2 year break from the game and wanted to get back into playing. So I decide I want to buy a couple bonds and membership. When I select the items and click to checkout I am met with a screen that simply says "We're getting your order ready" This message will just sit there and continue to load. I even left this page open while I went to work (for 9 hours) and it did not budge. I am unsure how to fix this issue and can't seem to find much about it on the web. I have opened a ticket with Jagex but 48 hours is a long time to wait when you have that itch. Please let me know if someone has a solution.

Edit: It's also worth noting that I have tried to purchase from multiple devices (two computers and my phone), and from multiple different browsers on each device.

24-Jun-2022 00:47:57

TotallyWill

TotallyWill

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile
I have attempted that already, it doesn't even give me the option to select what payment method I want to use. Also, splitting the order up yields the same result. I have tried to purchase on different days as well, yesterday and today. One other thing to mention is during my time off my account was compromised and banned for scripting, all of which was deemed at no fault of my own by Jagex support and I was unbanned in a matter of days of submitting a ticket. Could that have any bearing over this?

24-Jun-2022 02:15:21

TotallyWill

TotallyWill

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile
From what I can see, no the hijacker has not put my account into debt. According to the debt support articles this would completely remove my ability to log into the game; which I can still do. Also, its not so much of not having more than one payment option but rather it simply does not get to the payment screen at all. Once I place an item into my basket for purchase, I click 'continue to payment' and am prompted with the infinitely loading message saying "We're getting your order ready". Again, I have tried this on multiple browsers and devices and get the same outcome. I even tried using cellular data just in case there was some kind of weird thing happening with my internet / an IP ban from when the account was compromised. Surely this has to be something on their end regarding my account. Thank you for the support though Malua! Hope a JMod can straighten this out for me.

24-Jun-2022 04:07:46 - Last edited on 24-Jun-2022 04:08:13 by TotallyWill

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi again
TotallyWill


I have had a reply to the flag about the problem.
The JMod says that the error message indicates a connection based issue.
The JMod recommends you try making the purchases in an incognito or private tab on your browser to eliminate any interference from cookies etc.

The JMod said there might be a tech issue at Jagex' end, in their internal system, but he couldn't see anything that would indicate that when he checked.

My comment: Try clearing your browser cache. It won't hurt and might help.
Instructions: How to clear your browser Cache

If you continue to have a problem, please post back.
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24-Jun-2022 10:15:13

TotallyWill

TotallyWill

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile
Switching to private browsing mode has made no difference, even after clearing the cache. I suppose I will just have to wait for Jagex to respond to the ticket I submitted yesterday. Thank you and the JMod for the help you've provided thus far. If you have any other suggestions please let me know. What I am going to try is making a burner account and see if I am able to purchase membership there, if I can it pretty much confirms that it is an account based issue. Really weird and frustrating bug, hopefully it can be fixed soon. I just want to give Jagex my money! :P

UPDATE: I actually had an account already made with my alternate email, so I reset my password and logged into that account and low and behold no snags. There has to be something locked on my account on their end.

24-Jun-2022 12:48:17 - Last edited on 24-Jun-2022 12:55:13 by TotallyWill

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
There is another tech fix you could try: Set up exceptions to your firewall for RuneScape

If you are able to buy membership on that other account, you could always get it transferred to the account you want via the Bought membership on the wrong account support page.
This works for Bonds purchases too: Bought items on the wrong account
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24-Jun-2022 13:22:36

TotallyWill

TotallyWill

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile
I can give the firewall fix a try when I get home, don't think the bank I work for would take kindly to firewall changes :P Also it doesn't even work on cellular data which to me indicates that it shouldn't be firewall related. Transferring was an idea I had almost immediately but I would rather just have it work on my account than have to go through the hassle of purchasing membership and items to another account and then having to go through the process of having it transferred. Hopefully I will hear back from Jagex sometime today but I doubt it since it hasn't even been 24 hours yet.

Is there any scenario where they will disable the account from completing purchases after being compromised? That is the only thing I can really think of.

24-Jun-2022 14:00:32 - Last edited on 24-Jun-2022 14:09:27 by TotallyWill

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
TotallyWill said :
Is there any scenario where they will disable the account from completing purchases after being compromised? Only if the account has an unpaid debt to Jagex.
Once the debt is removed from the account, purchases can resume.

You are among a small group of players that have posted about this particular error message recently. I am still trying to identify a common thread between the posts I have seen.
When I flagged your thread, I flagged a couple of the others too.
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24-Jun-2022 14:56:18

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