Hello, after 8 years and too numerous to count transactions through Xsolla they have refused my transactions during the last two Gem Sales on The Settlers Online...
I have tried nearly every method of payment but they refuse my payment even though several financial institutions have approved them. They say it is a security problem even though the same computer (MAC Address) and IP Address has been used for years.
The latest refusal is Amazon Pay even though Amazon Pay has sent the money, Xsolla refuses it and refunds the money Amazon Pay sent every time!
When I contacted Xsolla this is what I got for a response:
"Unfortunately, your last payment triggered our security system. Please, turn on two-step verification in your Amazon account and send us a screenshot of it turned on. Please send it from email, linked to Amazon account, to support@xsolla.com. After that, we will be able to change settings for your account and your next payment shouldn’t be stopped by our security system."
Xsolla says; "The payment was not canceled by Amazon, but by our security system. We need this screenshot to verify you as an account owner and change the security settings."
And; "Verification helps us to combat fraud and provide the highest level of security for our customers. We know that verifying your payment account might cause a minor inconvenience, but we believe that the security of your information is worth an extra minute or two, and we hope you agree. Thank you for understanding."
Please explain how emailing screenshots of information on my Amazon account over unsecured networks is "the highest level of security" for anyone...!
I do not have to spend hours trying to purchase anything else using these same methods -- only Xsolla costs me hours of wasted time, over and over again, only to never have the transaction completed and I am done with this BS.
What legitimate company asks for information from another company's account and security system to be sent unsecured via email? If Xsolla wants two step verification it should be through their system not Amazon's. And if Amazon Pay sends them money why refuse it? I trust Amazon's security a whole lot more than Xsolla's by far...
Find another provider for Gem purchases or provided one yourself in-game if you want to make any more money from me. I highly suspect you loose a large amount of Gem sales do to the lack of people's ability to use Xsolla services seamlessly like any other normal on-line financial transaction.
I am very disappointed by this situation and you should be too.
Pteris