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Metrixbot Mar 16, 2014 @ 8:48am

Transaction Failed but money still gone from paysafe card

Did anyone experience the following problem? I tried buying the Grand Theft Auto pack and paid 0.70 euros from my steam wallet and 5.29 euros from a paysafe card. The transaction was pending for hours when it then changed to Failed. But the money form my Paysafe card are still missing and the weird thing is that the money (0.70) from my wallet are returned. Of course i contacted steam support with the TICKET but i haven't heard from them for 20 hours now. I also contacted the Paysafe company to see if the problem is from them and they say that the payment is successful so the problem is certainly from steam. Does anyone have any idea what i should do?
Thanks and sorry for the long text

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Showing 1-9 of 9 comments

crunchyfrog Mar 16, 2014 @ 8:54am

It is quite common under times of congestion for payments to fail as there is only a brief window for the handshake to happen. Under these circumstances your money is "set aside" but still in your account.

The best bet is to contact your card provider, as they can see the error and (if they are helpful staff) will release the funds and clear the error.

No need to bother with Steam Support, as they'd be unable to help in any case

Metrixbot Mar 16, 2014 @ 8:59am

thank you for the reply but i contacted the paysafe company and they said that the payment was successful. They also give you a serial to see that the money were successfully transferred to Steam.

TirithRR Mar 16, 2014 @ 9:02am

Even if the bank or card issuer says it was successful, if Steam lists it as failed, then Steam will not collect the money and will return it in a few days.

Metrixbot Mar 16, 2014 @ 9:05am

Ok. So the problem will resolve in a few days. But i was wondering if money can be returned to paysafe cards... Also i will lose the opportunity to get my steam offer right?

crunchyfrog Mar 16, 2014 @ 9:11am

Originally posted by Metrixbot:
thank you for the reply but i contacted the paysafe company and they said that the payment was successful. They also give you a serial to see that the money were successfully transferred to Steam.

This is precisely why I said "if they are helpful staff" - some either don't know what they're doing or can't be bothered to help.

When a payment fails in this way, it clearly shows as an error if they checked correctly. It appears at first glance the payment has been made (as this will be the REQUEST for the money), however there is also accompanying data with it which shows whether it is pending, failed or otherwise.

So when a payment fails like this, it should be showing as request made and something akin to "handshake failed" (I forget the exact terminology or code). Sometimes it can correct later on in the day, so this is why it is set aside. Of course, if it doesn't correct, then the funds are freed up after about 3 working days.

I'm sorry, but it seems that the staff you spoke to are unhelpful. There isn't much else you can do except try to speak to another member of staff or wait. I'm afraid Valve can't help you because there's nothing they can do - if the payment didn't go through they can't see it and can't tell you anything, or if it did go through, there's nothing they can do about it either as they can't cancel it - it's already "gone".

crunchyfrog Mar 16, 2014 @ 9:13am

Originally posted by Metrixbot:
Ok. So the problem will resolve in a few days. But i was wondering if money can be returned to paysafe cards... Also i will lose the opportunity to get my steam offer right?

Yes, the money will be returned (because it really hasn't left in the first place - it's just been set aside). All online purchasing uses the same method.

Sadly, yes, unless you have funds elsewhere, you will most likely lose out on the offer.

The only thing I can suggest for the future is to find yourself a bank (if possible) and use a bank's debit card - the staff generally are better.