UPDATE: 7/31/14 3:30pm PDTOur development team continues to work on the known issues for Hearthstone. These are the latest updates:
- Players who have completed double purchases – We are currently investigating incidents where players were erroneously charged more than once to unlock the new Plague Wing, or were unable to purchase the wing using gold. While this issue no longer seems to be occurring for new purchasers, if your account was previously charged more than once for any purchases, we currently investigating and working to provide reimbursements as appropriate.
- Waiting for Authorization – We are actively working on a resolution for this issue. We don’t currently have an ETA available, but we’ll provide further updates as soon as they are available.
- Purchases complete but wing not unlocked – We are identifying all of the affected accounts and will be working to unlock the Plague Wing for those affected as soon as possible. No ETA is currently available regarding when this process will be complete.
Thank you for your continued patience! Our teams have been working around the clock to address these issues, and we will continue to provide updates as soon as they are available.
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UPDATE: 7/30/14 3:30pm PDTThanks to everyone for your continued patience. We're working as hard as we can to identify and isolate each issue, and resolve this situation as quickly as possible.
At this time, Blizzard Customer Support doesn't have the ability to provide refunds for purchases that may have gone awry due to these ongoing issues. Not to worry! The Hearthstone Dev Team is well aware of the impact this has had, and they are working to deliver the purchased content and address billing concerns.
As we hear any updates throughout the day, we'll be sure to post them here. We can't stress enough how important it is to help us keep this thread organized, and everyone has done a fantastic job of that and providing us with the information that we need to investigate and get this fixed. Much appreciated!
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UPDATE: 7/30/14 8:50am PDTGood morning, everyone. We're continuing the monitor the payment issues that are happening when trying to purchase the Plague Quarter. Rest assured our technicians are on the case.
In addition to the issues mentioned below, we wanted to let you know of other issues that we're also aware of. We don't have an ETA on these issues just yet, but our development team continues to investigate and are working towards a resolution.
- In Game Shop closed intermittently
- Double-billed for Naxxramas purchases
- Being stuck or crashing while "Waiting for Authorization"
- Naxxramas Wings are unavailable after successfully purchasing
Thank you for your patience, folks.
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[
Update]:
For everyone who had a failed transaction (gold or cash purchase), please check your
Order History in Account Management and let me know what you see.
- For failed purchases made by gold, the gold will be released back to you within 10 minutes or so.
- For failed purchases made by cash on PC, the money will be released from your bank within 72 hours (per your financial institution's policies)
- For failed purchases made by iTunes on iPad, the money will be reimbursed according to apple's policies.
- For all cases where more than one purchase was successful (gold, cash, or iTunes), our development team continues to review and work towards a resolution for these.
We are able to see which accounts have multiple purchases that were successfully completed with the Plague Wing unlocked, so even if you haven't posted in this thread the resolution will be rolled out to you as well as soon as it's ready!
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We are investigating cases where players are attempting to purchase the Curse of Naxxramas: Plague Quarter wing. Our technicians are on the case! To help aid their investigation, we'd like to collect some additional information:
Cash or Gold purchase:
Error received (if any):
To help keep data collection clean for our development team's research, off-topic posts may be deleted. Thank you!
Some players may also encounter Shop Closed messages when attempting to purchase access to Naxxramas wings, which we are also investigating.
