solved PAid via Skrill. Money got processed but Steam failed the transaction

[Ryoko-Sha]

Hello there,

i paid my purchase via skrill.

On the Skrill Platform the payment was processed like 8:44 PM
Steam had the in the purchase history that the purchase around hour 8:43 Pm was pending.
I waited and hoped that the purchase would go through

But now around 11:12 PM I received a failed transaction email and the purchase disaapeared completely from my account transaction details.

Skrill still shows the transaction a processed.

thats around 160 US$ that is gone from my account.

What do i need to do now?

[FaKRaS]

If you go to steam statistics and see the support section, you will se the amount of support tickets send to them. it's insane.
But yeah, if you sent the ticket first you should go first.
I sent mine 2 days ago at 18:32. got a reply the next day (yesterday) a 10:53. i answered them with the info they requested form me, and now im waiting again. right now it's 10:58

[Ryoko-Sha]

Originally posted by FaKRaS:

If you go to steam statistics and see the support section, you will se the amount of support tickets send to them. it's insane.
But yeah, if you sent the ticket first you should go first.
I sent mine 2 days ago at 18:32. got a reply the next day (yesterday) a 10:53. i answered them with the info they requested form me, and now im waiting again. right now it's 10:58

What info did they want to have ?

[FaKRaS]

They asked for a screenshot of the transfer made with the PSC PIN code.
Specifically, one screenshot showing the Transaction ID in the transfer's details

[Ryoko-Sha]

Originally posted by FaKRaS:

They asked for a screenshot of the transfer made with the PSC PIN code.
Specifically, one screenshot showing the Transaction ID in the transfer's details

Okey for me they might need the transaction Id from skrill thanks for the info

[FaKRaS]

Originally posted by Ryoko-Sha:

Okey for me they might need the transaction Id from skrill thanks for the info

You are welcome, but.... I attached the screenshot with the info even before they asked for it. I think guy from support didn't see the file attached...
I attached the screenshot AGAIN in my answer, and now i'm waiting.
I really hope you get more lucky with whoever takes your case.

Ok nvm. just as i was writing this the 10€ are now in my wallet. Oh lord thanks!

[FaKRaS]

now, what i wanted was to add 10€ twice... but i'm afraid that the same thing hapens if i try to add the other 10€ PIN code....

[Ryoko-Sha]

Originally posted by FaKRaS:

now, what i wanted was to add 10€ twice... but i'm afraid that the same thing hapens if i try to add the other 10€ PIN code....:lunar2019deadpanpig:

Better not to try hmm i dont know if there systems are up.

Hope mine money or the games i bought will be soon in my library or bank account

[crunchyfrog]

Originally posted by Ryoko-Sha:

Originally posted by Elucidator:

Does it use globalcollect, ingenico epayments or worldline as in between?

Hello there,

Skrill is saying that it went to global collect. I already know that global collect receives the money for steam as the middle man.

I dont know whom to contact to get the money back faster than just waiting for it. I know that steam got my money from global collect only that steam has a bugged reading of the transaction global collect received for them.

Always contact the payment provider when problems happen as only they can see or do anything.

It works like this everywhere with online payments:

When a vendor (in this case Valve) and your payment provider or bank handshake a window opens between them to transfer the data. It's a very short window of opportunity, and it's deliberate for security reasons.

The downside of this is that if things are busy it can fail. As we're in Steam sales, it gets busy so this happens a lot.

What then happens is that your money does NOT leave your account. I gets "set aside" so you can't use it again. It can correct overnight through a backup procedure, but if it doesn't it will remain unsable in your account for around 3 working days by which time it automatically gets released.

Now, if your payment provider or bank are good and have well trained staff you can ring them up and they can see the error and immediately cancel it, which will return the money for use almost instantly.

However if they can't then all you can do is wait those few days.

SO as you can see, contacting Vale is pointless, and only the payment provider can do anything.


For the future, when sales are on try these two things that I do:
(1) NEVER leave it until the last couple of days of the sale so if things do go awry you get your money back intime to try again.
(2) Ignore the store completely until the wee hours of the morning or as late in the day as you possibly can. I'm a night owl so I typically only bother around 2 am.

[Ryoko-Sha]

Originally posted by crunchyfrog:

Originally posted by Ryoko-Sha:

Hello there,

Skrill is saying that it went to global collect. I already know that global collect receives the money for steam as the middle man.

I dont know whom to contact to get the money back faster than just waiting for it. I know that steam got my money from global collect only that steam has a bugged reading of the transaction global collect received for them.

Always contact the payment provider when problems happen as only they can see or do anything.

It works like this everywhere with online payments:

When a vendor (in this case Valve) and your payment provider or bank handshake a window opens between them to transfer the data. It's a very short window of opportunity, and it's deliberate for security reasons.

The downside of this is that if things are busy it can fail. As we're in Steam sales, it gets busy so this happens a lot.

What then happens is that your money does NOT leave your account. I gets "set aside" so you can't use it again. It can correct overnight through a backup procedure, but if it doesn't it will remain unsable in your account for around 3 working days by which time it automatically gets released.

Now, if your payment provider or bank are good and have well trained staff you can ring them up and they can see the error and immediately cancel it, which will return the money for use almost instantly.

However if they can't then all you can do is wait those few days.

SO as you can see, contacting Vale is pointless, and only the payment provider can do anything.


For the future, when sales are on try these two things that I do:
(1) NEVER leave it until the last couple of days of the sale so if things do go awry you get your money back intime to try again.
(2) Ignore the store completely until the wee hours of the morning or as late in the day as you possibly can. I'm a night owl so I typically only bother around 2 am.

First and formost my payment provider is not doing a handshake wirh valve. They are doing a handshake with globalcollect. A valve contracted company. And valve on there own needs to handshake with globalcollect. If there is an error in this regards the money is goneand already processed as on its wait to globalcollect. But steam does not see it because they botched the handshake with globalcollect

[Ryoko-Sha]

Originally posted by crunchyfrog:

Originally posted by Ryoko-Sha:

Hello there,

Skrill is saying that it went to global collect. I already know that global collect receives the money for steam as the middle man.

I dont know whom to contact to get the money back faster than just waiting for it. I know that steam got my money from global collect only that steam has a bugged reading of the transaction global collect received for them.

Always contact the payment provider when problems happen as only they can see or do anything.

It works like this everywhere with online payments:

When a vendor (in this case Valve) and your payment provider or bank handshake a window opens between them to transfer the data. It's a very short window of opportunity, and it's deliberate for security reasons.

The downside of this is that if things are busy it can fail. As we're in Steam sales, it gets busy so this happens a lot.

What then happens is that your money does NOT leave your account. I gets "set aside" so you can't use it again. It can correct overnight through a backup procedure, but if it doesn't it will remain unsable in your account for around 3 working days by which time it automatically gets released.

Now, if your payment provider or bank are good and have well trained staff you can ring them up and they can see the error and immediately cancel it, which will return the money for use almost instantly.

However if they can't then all you can do is wait those few days.

SO as you can see, contacting Vale is pointless, and only the payment provider can do anything.


For the future, when sales are on try these two things that I do:
(1) NEVER leave it until the last couple of days of the sale so if things do go awry you get your money back intime to try again.
(2) Ignore the store completely until the wee hours of the morning or as late in the day as you possibly can. I'm a night owl so I typically only bother around 2 am.

But still thanks for trying to explain it

[crunchyfrog]

Originally posted by Ryoko-Sha:

Originally posted by crunchyfrog:

Always contact the payment provider when problems happen as only they can see or do anything.

It works like this everywhere with online payments:

When a vendor (in this case Valve) and your payment provider or bank handshake a window opens between them to transfer the data. It's a very short window of opportunity, and it's deliberate for security reasons.

The downside of this is that if things are busy it can fail. As we're in Steam sales, it gets busy so this happens a lot.

What then happens is that your money does NOT leave your account. I gets "set aside" so you can't use it again. It can correct overnight through a backup procedure, but if it doesn't it will remain unsable in your account for around 3 working days by which time it automatically gets released.

Now, if your payment provider or bank are good and have well trained staff you can ring them up and they can see the error and immediately cancel it, which will return the money for use almost instantly.

However if they can't then all you can do is wait those few days.

SO as you can see, contacting Vale is pointless, and only the payment provider can do anything.


For the future, when sales are on try these two things that I do:
(1) NEVER leave it until the last couple of days of the sale so if things do go awry you get your money back intime to try again.
(2) Ignore the store completely until the wee hours of the morning or as late in the day as you possibly can. I'm a night owl so I typically only bother around 2 am.

First and formost my payment provider is not doing a handshake wirh valve. They are doing a handshake with globalcollect. A valve contracted company. And valve on there own needs to handshake with globalcollect. If there is an error in this regards the money is goneand already processed as on its wait to globalcollect. But steam does not see it because they botched the handshake with globalcollect

Yes that's what I said. If it's third party it goes through extra steps. PAYMENT PROVIDER is the LAST step, that's the point.
Global collect is NOT a Valve company. See for yourself
https://www.crunchbase.com/organization/globalcollect

And no it is not Steam's fault. It doesn't work like that. You haven't understood what I wrote.

It does not matter who the vendor is - EVERYBODY Online has the same system. BACS.

The vendor NEVER gets the payment. That's the point so the payment fails. Please read my post again and if you have question, ask because you're getting confused about how it works.

I worked for many years with the BAC system in insurance and had to deal with this day in day out.

[FaKRaS]

Originally posted by Ryoko-Sha:

Better not to try hmm i dont know if there systems are up.

Hope mine money or the games i bought will be soon in my library or bank account

Yeah, i'm leaving the code in the drawer for the time the sales are over, and then wait for the next sales to buy the game i wanted.. I'm not in the mood to pass for this again

I want to add that the support ticket is still open, and i didn't get any further answer from them. I just recieved the email telling me that the "funds are successfully added to your steam wallet".... yeah steam.. SO 'successfully'.. thanks...
So i think the problem fixed itself. Who knows.
Anyway, good luck with your games Ryoko-Sha!

[Ryoko-Sha]

Originally posted by FaKRaS:

Originally posted by Ryoko-Sha:

Better not to try hmm i dont know if there systems are up.

Hope mine money or the games i bought will be soon in my library or bank account

Yeah, i'm leaving the code in the drawer for the time the sales are over, and then wait for the next sales to buy the game i wanted..:poco: I'm not in the mood to pass for this :♥♥♥♥: again

I want to add that the support ticket is still open, and i didn't get any further answer from them. I just recieved the email telling me that the "funds are successfully added to your steam wallet".... yeah steam.. SO 'successfully'.. thanks...
So i think the problem fixed itself. Who knows.
Anyway, good luck with your games Ryoko-Sha!:motoro:

thanks and have fun on your side FaKRaS

[Ryoko-Sha]

Okey it was solved on its own without wven steam support messaging me. I think steam fixed the problem. After nearly 1 day i got my games.

Thanks for you help guys

[crunchyfrog]

Originally posted by FaKRaS:

Originally posted by Ryoko-Sha:

Better not to try hmm i dont know if there systems are up.

Hope mine money or the games i bought will be soon in my library or bank account

Yeah, i'm leaving the code in the drawer for the time the sales are over, and then wait for the next sales to buy the game i wanted..:poco: I'm not in the mood to pass for this again

I want to add that the support ticket is still open, and i didn't get any further answer from them. I just recieved the email telling me that the "funds are successfully added to your steam wallet".... yeah steam.. SO 'successfully'.. thanks...
So i think the problem fixed itself. Who knows.
Anyway, good luck with your games Ryoko-Sha!:motoro:

Well you r solution solves nothing I'm afriad because you're not understanding how it works.

Sales are ALWAYS congested so you get this every single time. There is NOTHING Valve can do about this, any more than Amazon can on Prime day, or Glastonbury Festival can when tickets go on sale. When you get large demand, the internet can't cope. That's just reality and can't be "fixed".

So what you SHOULD do is understand how it works and how to avoid it. As I've explained already contacting Valve serves NO Purpose whatsoever as all they can tell you is what you already know. They obviously have zero access to your funds outside of Steam.

Now, what to do then?

Simples. If your payment fails in future, you ring your payment provider. If it's stuck at some thrid party collection like global collect, you're kind of ♥♥♥♥♥♥ until the automated time passes and it returns.

SO here's what I suggest because it works:
(1) Avoid using third party payments in future. If you can get a proper bank card, as the chances of this happeneing are less (less routes to go through). If you can't use Paypal and pay from there.
(2) AVOID the store during busy times. I typically IGNORE the store completely until the wee hours of the morning, around 2 am. But you can equally use as late as you possibly can before going to bed. The less people on the more chance of things working fine.
(3) In case this still happens make sure you don't buy with a day or so left in the sale, so that if things do fail, you get your money back before the sale ends.