Yes, there are many that are having a problem. And no solution that works for everyone other then going to customer service, and buying EA game cards until it’s fixed.
I can buy them also, but there are a ton that can’t. There are multiple threads in the forums about the problem, and more than 1 person has posted on here about it recently.
Yes – I posted this problem earlier with 15 replies that have this problem. I still have not heard back from Pogo, as they told me it had to be sent to a higher level and that was on Jan 5th.
I just heard back from a higher level and they were still telling me it was my bank.
I just sent back quite a long email stating it was not my bank, I had checked with my bank and they had no record of POGO even trying the card and then it being rejected. They had records of the times the card had worked only.
I also informed that a growing number of members seem to be having this problem. That they need to address it before they start to lose members over it. I also said I’m thinking twice about purchasing items such as from the mini mall with my other account. Because I’m afraid when I go purchase gems there it will also not work next time. Though it did work on that account when it wouldn’t work on my main account.
Paypal won’t work for me either, I receive a general notice at the point pogo is suppose to send me to paypal to verify payment. I’m wondering if maybe I have a block like a 3rd party cookie or something that is preventing me being sent on but I have no idea how the transfer works. If any one has any suggestions I could try please let me know
I would email Bret again, saying everything you just posted.
The fix has to come from Pogo, as I agree it’s not your bank. And I also agree that it’s happening to more people everyday. I saw 2 new posts on the forums earlier this morning.
1) It can’t be the bank or you wouldn’t have been able to put gems on your husband’s account.
2) If you added the gems to his account while on your computer it can’t be a cookie that’s blocked or it wouldn’t have let you thru on his account either. If a cookie is blocked, it’s blocked for everyone, not just 1 account.
Ok thanks Moms, I also tried on a small acer notebook that I rarely use and it didn’t work on that either.
I will forward my email I sent to Bret
I’m being very polite to POGO, but I’m not letting them close the file. Each time they email its closed and it must be my bank, I reply and say no the problem is not solved.
I found the email address online after hunting for a while of the chief executive officer of EA Andrew Wilson. I sent him and email about the gem problem. I’ll leave the address here if anyone else wants to send him an email
I would try one more thing, because I tend to buy typically more than 1000 Gems during a logon….typically 3000-4000, and here’s what happens sometimes.
1) First, it’s not your bank, Paypal or any of these other things going on, I’m confident you have plenty of funds to cover, especially if you have bought Gems in the past with the card.
2) Definitely not a cookie, or anything related to your computer(S/W or H/W) related
3) As happens from time to time however, just like trying to buy multiple powerups in a day or mini-mall items, etc., I believe there is an element whereby they do limit the number of transactions that go through, and if you do play HOG’s and ever see a -1 next to GEMS, that is not on your end, typically that’s a POGO issue, that will be resolved…by the next day, or I’ve resolved it by buying another 1000 GEMS, and for some bizarre reason, then it shows me all my GEMS back to normal, go figure?
4) Back to your question, since I’ve been buying a ton of GEMS during the last two weeks, especially, and I would add, during the date you cited, wanted to ask if you were also doing #3 above, as if you were purchasing a bunch of stuff, and then got the OOPS error, it may limit you from purchasing GEMS,,,,if that occurs, do not keep trying….wait 24 hours before attempting any more GEM purchases, and it WILL go through :) These are Pogo server errors, and they can’t figure it out most likely because my perception is it’s involving two things going on, and not many people will be doing these two things (whereby, your processing so many transactions…capped by Pogo on one server), and/or trying to buy GEMS(if it does fail) by one or the other for whatever reason, simply wait 24 hours as mentioned, and I can assure you, it will work…have had it happen to me I’d say at least a dozen times in the last year or so. Hope this helps….
Tiger I have tried all those things and it does not work. And I had not bought any thing recently on that account or purchased a lot in one sitting with it. And it is only one of my accounts. I waited 48 hours between tries and it still doesn’t work. And when I try paypal I get a general error at the point pogo should be sending me to paypal to verify.
Mellow – Interesting, I did read the part above with respect to Paypal too, bc I use it as well, but in all honesty not on Pogo transactions, wondering if that’s the difference?
Almost seems like it has to “hop”(like IP addresses and is hiccupping somehow, through one of three different points along the way(why is what you want to know…so we get to the solution!), and one is having some type of conflict with the other. The question therefore seems to be, could it be Paypal to Pogo or your Bank to Paypal, or vis a vis. Also, something to think about, did this just start to occur at the start of this calendar year? Perhaps something (and I’m just brainstorming) needs to be updated somewhere? I would always look toward the SITE at fault first because well, it’s usually them, lol, and Paypal and our banks are accurate, but wondering more if it’s a security function or verification that needs to be done? Thinking or Typing out loud…hope these help? I’m sorry, the other things didn’t work, didn’t realize we were using different payment types. I’m interested to see, if I switch mine to PayPal, if it would go through or not, worst case, is I could always put it back to my CC/Visa Debit, which is really the same card, in this case.
This all started in Nov/Dec when Origin got hacked and people were buying the Fifa game from Origin, using the info on someone else’s account. They couldn’t use it anywhere other than Origin b/c there’s not enough info that a person can access from a Pogo account.
When people started complaining and reporting it to their credit card companies the money was returned by Origin, but they locked the Pogo accounts from purchasing gems using the credit card on file and PayPal.
Then Pogo started looking at accounts where the same credit card has been used to purchase gems on more than 1 account. They never bothered to ask those people if there was something wrong, they started locking those accounts also. This didn’t happen, as far as I know, to people who were using PayPal at that time, but for the accounts that got locked they can’t switch to PayPal now, not until the account is unlocked.
Pogo/EA/Origin customer service is a JOKE. Half of the representatives have no idea what went on and has occurred, so they tell people to empty their cache and try another browser. The ones that do know are just telling people that it has to go to a higher level, which is probably true at this point. Unfortunately nobody at that higher level is doing anything either. The forums are full of members having the same problem. Pogo/EA/Origin better get this chit together and start working on the problem. People will only take so much until they throw in the towel.
Maddy – I don’t know if this will help anyone, but I got an invitation to take a survey about Pogo. It asked my opinion and I let them have it over the problem of purchasing gems. Let’s hope that someone in authority reads it.
Moms, you are sooo right. I’m one who has been dealing with this since the beginning. And, I’ve heard it all from POGO/EA/ORIGIN customer service. I’ve even talked to a “real person” on the phone. She honestly told me they were NOT accepting any credit cards being run as a “debit”. But, when the “higher ups” write ~~it seems to be a form letter full of comments pointing to things I’m doing wrong or suggestions of how I should handle the situation AND closes with the comment that my case is closed !! I don’t stand for that and they simply get a reply from me continuing to ask for a resolution. I also continue to state the fact that my bank is NOT at fault. All they want to do is blame anyone other than taking responsibility for the problem. As a matter of fact, I just got ANOTHER e-mail saying I should check with my bank ! This correspondence was in response to me responding to the recent correspondence about “checking with my bank” !!!!!!! Yes, you’re right about taking just so much. I wonder what they would be doing if all these members were having trouble paying for their membership and not just trying to purchase gems, etc. (?!?!?! ) I appreciate you continuing to “flush out” the possible solutions to this frustrating problem.
I understand how upset and frustrated I would be if I was one of the ones having the problem.
I honestly don’t understand why Bret hasn’t mentioned it in the LTE or even tried to get someone in the correct department to do something about it.
And some of the forum regulars (I’m not part of that group) are even saying it’s not a Pogo problem. I know they read more of the forums than I do, I only read 3 or 4 topics, and I see more and more posts every day.
But someone at Pogo/EA has to get off their duff and do something about it, and the sooner the better.
raggedyann I emailed the ceo of POGO the address is in a post on this link on Sunday.
I received 2 emails from POGO yesterday monday one from a service rep stating no they were’nt closing my case after all and they would be working hard to solve the problem. It did not look like a form later.
Then yesterday afternoon I received an email and this person said he was going to help me resolve this issue. He is one of executives in charge of customer service.
So now I sit with my fingers crossed they get it fixed. I did point out in my email to the ceo that it was not just me, but more and more members and they were losing business and members over it.
So here’s hoping they are working on it from their end now
Just received an email from POGO and they had frozen my account. It is now unfrozen and I can purchase gems. I just tried and it worked.
I don’t mind them freezing an account if they think there is a problem, but when you go to help , it show up so that help can either unfreeze or send to someone who can unfreeze the account.
Good Luck to everyone with this problem. But it is not settled within 48 hours of me sending the email to the ceo of ea games. It’s sad that I had to hunt up his email address to get this issue resolved.
I’m hoping now it has been brought to high management , that they retrain their front line staff and set in a policy that it can be resolved with one contact with the help line.
WTG Maddy! You have helped more people than you will ever know with that email. Here’s the latest from someone in the forums. I hope he doesn’t mind that I’m using it here……….
I was having the same problem earlier with not being able to purchase gems and at first was always brought back to homepage, then Origin would not accept my password and then got error code NU2001.
I talked to a representative {removed by moderator} who explained there had been an attempt at someone trying to hack into accounts, so Origin had to block access as to not have anyone’s account compromised. Those that are experiencing this dilemma, should know that this was done so your account could not be hacked (as mine never was) but an attempt had been made
It took only about 5 minutes to remedy this, and was told to let others with the same problem know that this cannot be solved via chat or email as it is a security issue, and must be resolved over the phone.
If you go to help.ea.com, and login using your name and password from the Pogo site and choose to talk to a representative by phone, a representative will contact by phone and this will be worked out.
They are available from 8 AM to 11PM Monday – Saturday.
Great service as always, and this problem was solved in a matter of minutes
Good luck all
Maddy -awesome that you got the issue solved. I still have the same problem and e-mail two times without any response, and still unable to purchase Gems.
I will talk to a service representative and hopefully I can get my issue resolved.
Hope all other POGO members with this issue gets it resolved.
I finally got my issue solved concerning the purchase of Gems after 2 weeks. I went help.ea.com again and requested a call back. This time when the service rep called me back he got the issue resolved. I still don’t know what caused the issue, but I am able to purchase GEMS.
*The Internal System “Flags” the transaction for “Fraud” thereby Freezing all Transactions NOT by YOUR BANK but by the System EA uses therefore your card works Fine for everything else but EA/Pogo Transactions*
How it gets “Flagged” is hard to say, but it could be anything that Alerts the System. It’s not a person that does this but a Computer.
(What kind of Monetary Transactional System EA/Pogo uses I don’t know)
Until the EA/Pogo People start understanding this the sooner they will know how to handle the E-Mails requesting help, instead of saying it’s the *Bank’s* Block.
If it were the Banks Block you would know it as soon as you tried to use your card for gas or grocery’s.
Thank you Maddy and Moms/Suz in posting this!! Have NEVER had problem with my CC in Pogo until today…followed advice to ea.com/login/ask for return phone contact *page said 102 minutes-LOL*…and I waited all afternoon for the call that never came, nor email of any kind. Just was playing along and went back to Home Page, happened to see my Add Gems link, and said ‘what the heck….maybe they fixed it instead of calling me’. Well!! Lo and behold, clicked Add Gems, went through regular procedure, as usual, and it worked!! BUT, it would have been nice to have been told that it was fixed, instead of me being brazen enough to try again. Of course, no phone call either. Oh well, it’s Pogo. 14 years have taught me to be patient. Thanks all…blessings, DD
p.s….Just hoping they won’t charge me for all the times I pushed that Pay Now button…think it’s 3 times…ROFL
Yes, there are many that are having a problem. And no solution that works for everyone other then going to customer service, and buying EA game cards until it’s fixed.
I got some this morning, no problem at all♥
I can buy them also, but there are a ton that can’t. There are multiple threads in the forums about the problem, and more than 1 person has posted on here about it recently.
Yes – I posted this problem earlier with 15 replies that have this problem. I still have not heard back from Pogo, as they told me it had to be sent to a higher level and that was on Jan 5th.
Still Waiting
I just heard back from a higher level and they were still telling me it was my bank.
I just sent back quite a long email stating it was not my bank, I had checked with my bank and they had no record of POGO even trying the card and then it being rejected. They had records of the times the card had worked only.
I also informed that a growing number of members seem to be having this problem. That they need to address it before they start to lose members over it. I also said I’m thinking twice about purchasing items such as from the mini mall with my other account. Because I’m afraid when I go purchase gems there it will also not work next time. Though it did work on that account when it wouldn’t work on my main account.
Paypal won’t work for me either, I receive a general notice at the point pogo is suppose to send me to paypal to verify payment. I’m wondering if maybe I have a block like a 3rd party cookie or something that is preventing me being sent on but I have no idea how the transfer works. If any one has any suggestions I could try please let me know
Good luck to all while we play the waiting game
I would email Bret again, saying everything you just posted.
The fix has to come from Pogo, as I agree it’s not your bank. And I also agree that it’s happening to more people everyday. I saw 2 new posts on the forums earlier this morning.
Good Luck!
Maddy – Just thought of 2 more things…….
1) It can’t be the bank or you wouldn’t have been able to put gems on your husband’s account.
2) If you added the gems to his account while on your computer it can’t be a cookie that’s blocked or it wouldn’t have let you thru on his account either. If a cookie is blocked, it’s blocked for everyone, not just 1 account.
Ok thanks Moms, I also tried on a small acer notebook that I rarely use and it didn’t work on that either.
I will forward my email I sent to Bret
I’m being very polite to POGO, but I’m not letting them close the file. Each time they email its closed and it must be my bank, I reply and say no the problem is not solved.
Hopefully they figure it out soon
I found the email address online after hunting for a while of the chief executive officer of EA Andrew Wilson. I sent him and email about the gem problem. I’ll leave the address here if anyone else wants to send him an email
[removed]
mellowmaddy1 I just tried to email using [removed] and Comcast said it wasn’t valid.
I would try one more thing, because I tend to buy typically more than 1000 Gems during a logon….typically 3000-4000, and here’s what happens sometimes.
1) First, it’s not your bank, Paypal or any of these other things going on, I’m confident you have plenty of funds to cover, especially if you have bought Gems in the past with the card.
2) Definitely not a cookie, or anything related to your computer(S/W or H/W) related
3) As happens from time to time however, just like trying to buy multiple powerups in a day or mini-mall items, etc., I believe there is an element whereby they do limit the number of transactions that go through, and if you do play HOG’s and ever see a -1 next to GEMS, that is not on your end, typically that’s a POGO issue, that will be resolved…by the next day, or I’ve resolved it by buying another 1000 GEMS, and for some bizarre reason, then it shows me all my GEMS back to normal, go figure?
4) Back to your question, since I’ve been buying a ton of GEMS during the last two weeks, especially, and I would add, during the date you cited, wanted to ask if you were also doing #3 above, as if you were purchasing a bunch of stuff, and then got the OOPS error, it may limit you from purchasing GEMS,,,,if that occurs, do not keep trying….wait 24 hours before attempting any more GEM purchases, and it WILL go through :) These are Pogo server errors, and they can’t figure it out most likely because my perception is it’s involving two things going on, and not many people will be doing these two things (whereby, your processing so many transactions…capped by Pogo on one server), and/or trying to buy GEMS(if it does fail) by one or the other for whatever reason, simply wait 24 hours as mentioned, and I can assure you, it will work…have had it happen to me I’d say at least a dozen times in the last year or so. Hope this helps….
Best,
Tiger
mellowmaddy1
I redid the email (the same way) and it worked. so sorry
Tiger
I have tried for over a week and still it sends me back home.
And I do wait 24 hrs. still nothing.
Tiger I have tried all those things and it does not work. And I had not bought any thing recently on that account or purchased a lot in one sitting with it. And it is only one of my accounts. I waited 48 hours between tries and it still doesn’t work. And when I try paypal I get a general error at the point pogo should be sending me to paypal to verify.
I also tried a different computer with no luck
Mellow – Interesting, I did read the part above with respect to Paypal too, bc I use it as well, but in all honesty not on Pogo transactions, wondering if that’s the difference?
Almost seems like it has to “hop”(like IP addresses and is hiccupping somehow, through one of three different points along the way(why is what you want to know…so we get to the solution!), and one is having some type of conflict with the other. The question therefore seems to be, could it be Paypal to Pogo or your Bank to Paypal, or vis a vis. Also, something to think about, did this just start to occur at the start of this calendar year? Perhaps something (and I’m just brainstorming) needs to be updated somewhere? I would always look toward the SITE at fault first because well, it’s usually them, lol, and Paypal and our banks are accurate, but wondering more if it’s a security function or verification that needs to be done? Thinking or Typing out loud…hope these help? I’m sorry, the other things didn’t work, didn’t realize we were using different payment types. I’m interested to see, if I switch mine to PayPal, if it would go through or not, worst case, is I could always put it back to my CC/Visa Debit, which is really the same card, in this case.
This all started in Nov/Dec when Origin got hacked and people were buying the Fifa game from Origin, using the info on someone else’s account. They couldn’t use it anywhere other than Origin b/c there’s not enough info that a person can access from a Pogo account.
When people started complaining and reporting it to their credit card companies the money was returned by Origin, but they locked the Pogo accounts from purchasing gems using the credit card on file and PayPal.
Then Pogo started looking at accounts where the same credit card has been used to purchase gems on more than 1 account. They never bothered to ask those people if there was something wrong, they started locking those accounts also. This didn’t happen, as far as I know, to people who were using PayPal at that time, but for the accounts that got locked they can’t switch to PayPal now, not until the account is unlocked.
Pogo/EA/Origin customer service is a JOKE. Half of the representatives have no idea what went on and has occurred, so they tell people to empty their cache and try another browser. The ones that do know are just telling people that it has to go to a higher level, which is probably true at this point. Unfortunately nobody at that higher level is doing anything either. The forums are full of members having the same problem. Pogo/EA/Origin better get this chit together and start working on the problem. People will only take so much until they throw in the towel.
Maddy – I don’t know if this will help anyone, but I got an invitation to take a survey about Pogo. It asked my opinion and I let them have it over the problem of purchasing gems. Let’s hope that someone in authority reads it.
I just sent an email to [removed] and didn’t have a problem. There’s got to be a simple solution to this problem, but doesn’t appear that way.
It is not the bank, credit/debit card or lack of funds causing this issue.
IT”S POGO!!!
Moms, you are sooo right. I’m one who has been dealing with this since the beginning. And, I’ve heard it all from POGO/EA/ORIGIN customer service. I’ve even talked to a “real person” on the phone. She honestly told me they were NOT accepting any credit cards being run as a “debit”. But, when the “higher ups” write ~~it seems to be a form letter full of comments pointing to things I’m doing wrong or suggestions of how I should handle the situation AND closes with the comment that my case is closed !! I don’t stand for that and they simply get a reply from me continuing to ask for a resolution. I also continue to state the fact that my bank is NOT at fault. All they want to do is blame anyone other than taking responsibility for the problem. As a matter of fact, I just got ANOTHER e-mail saying I should check with my bank ! This correspondence was in response to me responding to the recent correspondence about “checking with my bank” !!!!!!! Yes, you’re right about taking just so much. I wonder what they would be doing if all these members were having trouble paying for their membership and not just trying to purchase gems, etc. (?!?!?! ) I appreciate you continuing to “flush out” the possible solutions to this frustrating problem.
I understand how upset and frustrated I would be if I was one of the ones having the problem.
I honestly don’t understand why Bret hasn’t mentioned it in the LTE or even tried to get someone in the correct department to do something about it.
And some of the forum regulars (I’m not part of that group) are even saying it’s not a Pogo problem. I know they read more of the forums than I do, I only read 3 or 4 topics, and I see more and more posts every day.
But someone at Pogo/EA has to get off their duff and do something about it, and the sooner the better.
raggedyann I emailed the ceo of POGO the address is in a post on this link on Sunday.
I received 2 emails from POGO yesterday monday one from a service rep stating no they were’nt closing my case after all and they would be working hard to solve the problem. It did not look like a form later.
Then yesterday afternoon I received an email and this person said he was going to help me resolve this issue. He is one of executives in charge of customer service.
So now I sit with my fingers crossed they get it fixed. I did point out in my email to the ceo that it was not just me, but more and more members and they were losing business and members over it.
So here’s hoping they are working on it from their end now
Just received an email from POGO and they had frozen my account. It is now unfrozen and I can purchase gems. I just tried and it worked.
I don’t mind them freezing an account if they think there is a problem, but when you go to help , it show up so that help can either unfreeze or send to someone who can unfreeze the account.
Good Luck to everyone with this problem. But it is not settled within 48 hours of me sending the email to the ceo of ea games. It’s sad that I had to hunt up his email address to get this issue resolved.
I’m hoping now it has been brought to high management , that they retrain their front line staff and set in a policy that it can be resolved with one contact with the help line.
WTG Maddy! You have helped more people than you will ever know with that email. Here’s the latest from someone in the forums. I hope he doesn’t mind that I’m using it here……….
I was having the same problem earlier with not being able to purchase gems and at first was always brought back to homepage, then Origin would not accept my password and then got error code NU2001.
I talked to a representative {removed by moderator} who explained there had been an attempt at someone trying to hack into accounts, so Origin had to block access as to not have anyone’s account compromised. Those that are experiencing this dilemma, should know that this was done so your account could not be hacked (as mine never was) but an attempt had been made
It took only about 5 minutes to remedy this, and was told to let others with the same problem know that this cannot be solved via chat or email as it is a security issue, and must be resolved over the phone.
If you go to help.ea.com, and login using your name and password from the Pogo site and choose to talk to a representative by phone, a representative will contact by phone and this will be worked out.
They are available from 8 AM to 11PM Monday – Saturday.
Great service as always, and this problem was solved in a matter of minutes
Good luck all
Maddy -awesome that you got the issue solved. I still have the same problem and e-mail two times without any response, and still unable to purchase Gems.
I will talk to a service representative and hopefully I can get my issue resolved.
Hope all other POGO members with this issue gets it resolved.
I finally got my issue solved concerning the purchase of Gems after 2 weeks. I went help.ea.com again and requested a call back. This time when the service rep called me back he got the issue resolved. I still don’t know what caused the issue, but I am able to purchase GEMS.
Good Luck
Congrats mustang!
It’s just as mellowmaddy said:
I’ve worked for a (Bank) 26 years and :
*The Internal System “Flags” the transaction for “Fraud” thereby Freezing all Transactions NOT by YOUR BANK but by the System EA uses therefore your card works Fine for everything else but EA/Pogo Transactions*
How it gets “Flagged” is hard to say, but it could be anything that Alerts the System. It’s not a person that does this but a Computer.
(What kind of Monetary Transactional System EA/Pogo uses I don’t know)
Until the EA/Pogo People start understanding this the sooner they will know how to handle the E-Mails requesting help, instead of saying it’s the *Bank’s* Block.
If it were the Banks Block you would know it as soon as you tried to use your card for gas or grocery’s.
Yes, and Pogo does know this. See the post from the forum that I copied and pasted above.
Thank you Maddy and Moms/Suz in posting this!! Have NEVER had problem with my CC in Pogo until today…followed advice to ea.com/login/ask for return phone contact *page said 102 minutes-LOL*…and I waited all afternoon for the call that never came, nor email of any kind. Just was playing along and went back to Home Page, happened to see my Add Gems link, and said ‘what the heck….maybe they fixed it instead of calling me’. Well!! Lo and behold, clicked Add Gems, went through regular procedure, as usual, and it worked!! BUT, it would have been nice to have been told that it was fixed, instead of me being brazen enough to try again. Of course, no phone call either. Oh well, it’s Pogo. 14 years have taught me to be patient. Thanks all…blessings, DD
p.s….Just hoping they won’t charge me for all the times I pushed that Pay Now button…think it’s 3 times…ROFL