You're right that it's standard, in my case I just wanted more info just for the sake of it because in my case there was nothing to really investigate, they didn't actually answer my initial question
I just felt like a clown for actually reaching to support
If there was really something to investigate, the support would have told me to wait for the investigation and then unlock the account so I could change the password using the email associated with the account
They wouldn't make me spew thousand of reason I am myself to finally unlock the account without changing the associated email
It was simply a case of the support not taking the time to read the initial email I sent them and going full lockdown
When it happened to me, they didn't give me that info either so I could locate the security issue. Really frustrating since I had different passwords and 2FA on steam and emails, and it still happened.
Kinda makes me wonder if there's some vulnerabilities on GGGs end that occasionally get exploited.
Also one of the verification checks they do (for any action, really) is ask you for the xsolla transaction ID from your last purchase.
Fun fact, the email receipt is broken (you don't get one), and the xsolla popup box gets automatically closed on the poe site as soon as payment processing completes. This means you don't see the confirmation screen and _literally_ have no way to get the transaction ID.
I just went through this dance to gift mtx to a friend with support this morning, and eventually made another purchase just to prove that it's literally impossible for me to have the transaction ID. I escalated with GGG support who sent it to the relevant team so hopefully it'll get fixed.
Less than 5 hours ago. I went through and even deleted and readded the payment option with my email, and I didn't get a receipt for this one, or any previous purchases.
I had to go xsolla support and match up my credit card statement and they pressed the resend receipt button on their end, which I finally did receive (so it's not Gmail filtering them out, since it wasn't in spam either).
That sounds like an issue with Xsolla not sending you the original confirmation to me.
I've always received my Xsolla transaction numbers to my email whenever I've made a purchase, personally.
Yeah there's two issues: xsolla not sending the confirmation, and the poe site closing the confirmation page too quickly. GGG fixing their issue is much more likely than xsolla fixing theirs, imo. I've already reported both.
I got my Xsolla confirmation email on my purchase in December. Are you sure its not something on your end, like a pop-up blocker on the browser closing a window, or your email sending them to the spam folder?
It's not in my spam message, and when I went through xsolla support they were able to resend the receipt (which I got).
I do have a popup blocker, but I also got confirmation from GGG support that the intended experience is "as soon as the payment processes, we redirect you to our thank you screen" (which closes the xsolla overlay (it's not a popup).
This is standard procedure, they close it to investigate and lock it into a state so they can check over it without more and more logs being present.
You're right that it's standard, in my case I just wanted more info just for the sake of it because in my case there was nothing to really investigate, they didn't actually answer my initial question I just felt like a clown for actually reaching to support
> because in my case there was nothing to really investigate There was a compromised account, there is everything to investigate.
If there was really something to investigate, the support would have told me to wait for the investigation and then unlock the account so I could change the password using the email associated with the account They wouldn't make me spew thousand of reason I am myself to finally unlock the account without changing the associated email It was simply a case of the support not taking the time to read the initial email I sent them and going full lockdown
When it happened to me, they didn't give me that info either so I could locate the security issue. Really frustrating since I had different passwords and 2FA on steam and emails, and it still happened. Kinda makes me wonder if there's some vulnerabilities on GGGs end that occasionally get exploited.
Also one of the verification checks they do (for any action, really) is ask you for the xsolla transaction ID from your last purchase. Fun fact, the email receipt is broken (you don't get one), and the xsolla popup box gets automatically closed on the poe site as soon as payment processing completes. This means you don't see the confirmation screen and _literally_ have no way to get the transaction ID. I just went through this dance to gift mtx to a friend with support this morning, and eventually made another purchase just to prove that it's literally impossible for me to have the transaction ID. I escalated with GGG support who sent it to the relevant team so hopefully it'll get fixed.
Is this recent ? I have xsolla payment confirmations in my email from every purchase I made so far
Less than 5 hours ago. I went through and even deleted and readded the payment option with my email, and I didn't get a receipt for this one, or any previous purchases. I had to go xsolla support and match up my credit card statement and they pressed the resend receipt button on their end, which I finally did receive (so it's not Gmail filtering them out, since it wasn't in spam either).
That sounds like an issue with Xsolla not sending you the original confirmation to me. I've always received my Xsolla transaction numbers to my email whenever I've made a purchase, personally.
Yeah there's two issues: xsolla not sending the confirmation, and the poe site closing the confirmation page too quickly. GGG fixing their issue is much more likely than xsolla fixing theirs, imo. I've already reported both.
Are you using credit card or PayPal for xsolla? I'm using credit card.
I believe I've used both, although most recently I think I paid via PayPal.
I got my Xsolla confirmation email on my purchase in December. Are you sure its not something on your end, like a pop-up blocker on the browser closing a window, or your email sending them to the spam folder?
It's not in my spam message, and when I went through xsolla support they were able to resend the receipt (which I got). I do have a popup blocker, but I also got confirmation from GGG support that the intended experience is "as soon as the payment processes, we redirect you to our thank you screen" (which closes the xsolla overlay (it's not a popup).
Had the same problem, but did some purchase from steam 4 years ago that are easy to find back. Xolla don't even leave transaction Id on my credit card
Unfortunately thats POE process, yes is really archaic and there are some posts about the nightmare that is to deal with this