Refund

[Qby]

Hello guys!


I have purchased 2 DLC's but as I have been playing for a long time I use ArenaNetes user , but I have been starting the game from steam for a couple of years now and I purchased the DLC's here . But I have not received the newly purchased DLC's for the account and that is why I would like a refund as it is not working. But they claim that I have more than 2 hours in the game which is true but not in the DLC . Any idea what can be done? :'(

[DarkSlayer197]

From what I understand, you bought an expansion from Steam despite you having a traditional Anet account. Steam accounts and ArenaNet accounts are 2 different things. They cannot be linked. If you have a traditional Anet account, you must purchase through Anet's website. If you use a Steam account, you purchase through Steam only. So you will want to get that refund as you purchased through the wrong way.

[Qby]

Yes, this is the case. Since I have played the game for more than 2 hours, the DLCs do not work, and they do not want to issue a refund.

[Qby]

Any ideas?

[DarkSlayer197]

Originalmente postado por Déjà vu:

Yes, this is the case. Since I have played the game for more than 2 hours, the DLCs do not work, and they do not want to issue a refund.

Contact support with transparency of the issue. If all fails, charge back from the bank.

[$2 Hero]

Try refund/support again. I have like 50hrs and refunded the $7 DLC bundle option when I realized I needed to be level 80 to use the mount. Then someone told me they changed it so I could use the mount under 80 lol. Anyways my refund worked fine so maybe it's the cross-account thing that's the problem, not playtime.

[Qby]

Ok, then I will email them. Do you have an address? I got the info that [e-mail] is no longer available.

[BUSS DRIVER]

Originalmente postado por DarkSlayer197:

Originalmente postado por Déjà vu:

Yes, this is the case. Since I have played the game for more than 2 hours, the DLCs do not work, and they do not want to issue a refund.

Contact support with transparency of the issue. If all fails, charge back from the bank.

Charge back from steam will led to steam account closure.

[𝒞𝒶𝓉𝓎𝒶♡]

Originalmente postado por BUSS DRIVER:

Originalmente postado por DarkSlayer197:

Contact support with transparency of the issue. If all fails, charge back from the bank.

Charge back from steam will led to steam account closure.

Never do charge back from bank, never. Not in any mmo standalone client also. They all have policy to instant account ban & closure. Because this is used for fraudulent purposes in most cases. Like the account sellers/bot farmers are always trying to use this etc.

So always ask for normal refund if needed, but if does not get it (for reasons like going over that 2h rule), accept it and move on. HoT+PoF is like 7,5eur/dollars anyways while on sale, so the refund value is not much and Steam is rather strict with that 2 hours outside few exceptions.

So if accidentally bought wrong platform, happens.. then can try repeal them by explaining the accidental wrong platform purchase/situation as well as can and show you bought it from other platform already, but Steam rarely does exceptions to that 2h rule. Then can only accept it. But never do bank charge backs, or if do, don't be surprised to see account closure.

[Sneaky_Koala]

Further to the above - Chargebacks were only ever meant to be used as a last resort. Banks/credit providers don't appreciate it themselves either if done for trivial issues like the above listed. I can't believe that was even placed as an option.

It's intended purpose is if I go and buy a microwave and it doesn't work, take it back to the supplier who then says 'bad luck - you bought it' sort of scenarios. It's NOT meant for "I doesn't like dis gimme money back".

[DarkSlayer197]

Originalmente postado por Sneaky_Koala:

Further to the above - Chargebacks were only ever meant to be used as a last resort. Banks/credit providers don't appreciate it themselves either if done for trivial issues like the above listed. I can't believe that was even placed as an option.

It's intended purpose is if I go and buy a microwave and it doesn't work, take it back to the supplier who then says 'bad luck - you bought it' sort of scenarios. It's NOT meant for "I doesn't like dis gimme money back".

Hence why I said "if it all fails" meaning last resort.

[Qby]

I purchased the EOF and SOTO DLCs, which are now priced at 35 euros. If I can't get a refund, I should receive a coupon to activate them within the game.

[dootee]

"I purchased the EOF and SOTO DLCs, which are now priced at 35 euros. If I can't get a refund, I should receive a coupon to activate them within the game."

I hope you already have HoT+PoF, the two must-have expansions in one deal

[cosporcos]

Your dlc doesn't work because you're using steam but your account is a arenanet account.

Arenanet clearly states here on steam and in their website that:
If you have a Steam account for guild wars 2, your purchases have to be made on steam
If you have a Arenanet account for guild wars 2 your purchases have to be made on guild wars 2 website.
That is the reason for your DLC not working.

About refunds
Steam does not refund dlc purchases.

About who you should contact
You have to login to your arenanet account using your guild wars 2 credentials and open a support ticket to see if they can help you. Steam can't help you in this case, it has to be the publisher support.

If you want to access your DLC it is on your steam account waiting for you, you'll have to use a steam account to play guild wars 2, so, for that you'd be starting over from the begining.

You can read more here https://steamcommunity.com/app/1284210/discussions/0/3432326055083362216/