Hi,
At some point a few months ago I could no longer use my card to pay for purchases. That card was from Revolut, so I assumed they're to blame and used a card from an actual bank - after a few purchases it stopped working too.

Despite the chatbot I managed to submit a support ticket - that was on Dec. 8th 2021, and up to this point I've received absolutely no feedback after the confirmation email. At some point PayPal stopped working as well, leaving me unable to pay for games.
This is the worst (lack of?) customer support I've ever dealt with for a product I've paid for (I've purchased ~80 games on gog in the last few years), and I live in Eastern Europe, so my standards are quite low.

Is there anybody around here that can help?
Thanks!

Do you use a VPN? Is it your PC or someone else's (e.g. company pc)?

I got a similar issue, including trying several banks (the second bank being blocked too after a couple purchases) and suffering from insanely long waiting times.

The issue was on GOG side, and could be fixed very quickly once I got a human looking at my support ticket.

I suggest bumping your support request (by answering to it), asking for your issue to be forwarded to GOG financial team. It's what unblocked the situation for me.

Basic question, but did you reply to the auto email?

If so, you could try to follow up with a blue by PM.

No VPN, it's my own PC. I replied to it just before posting on the forum. I can't ask for my issue to be forwarded until I get some response from a human. The email said: "If your issue is already solved, please reply to this message and put " #solve " in your reply. This will close your ticket automatically. Otherwise, please do not reply to this message.", so I didn't (up until a few hours ago).

Ah, they must have changed it. I haven't had to contact support in a couple of years (when I last contacted them it was a "here's an auto generated message; please reply if you haven't solved your problem already"

Payment methods are a funny one - we're quite lucky in the UK as real credit cards (Visa/Mastercard/Amex) seem to just work, but I know that people in the US have issues quite a lot.

Their email is written poorly, you have to reply from my experience, they've never addressed this.

You're not going to get any meaningful reply. I don't know why you people think there's someone at gog that's personally denying money. It's an automated system through a third party. At most you're going to get some canned reply to try it again, which will just end up having your bank freeze your card from attempting multiple times.

Just use a service like paypal or whatever equivalent in your neck of the woods. Gog does a lousy job at being a known reputable business. I'm guessing many paid and wanted a refund, and had to do charge backs because gog takes months to reply to tickets, which gets them flagged, and now the automated processor doesn't like the transaction. This happened to me multiple times and froze 2 of my cards. Never had a single issue with paypal.

Disclaimer: Can't wait for idiot achievements nerd to come in here and act like I'm saying banks have a personal vendetta against gog. Again, it's all done through a third party automated system, obviously. What is this, 1980, wake up.

As I said, PayPal worked exactly once, then stopped working as well. When I select it now it says right off the bat: "Selected payment method is currently unavailable, please choose a different one."

I don't believe they don't want my money - that's in fact the most surprising part of the whole experience, you'd expect the "I want to give you money and can't" kind of support ticket to get some attention.

I would suggest you PM a blue like ponczo_, they have always helped with expediting tickets.

It’s of course not about some nasty GOG employee blocking payments for fun, neither about banks blocking GOG (I got confirmation from my two banks that they never blocked any payment to GOG).

But GOG seems to use an anti-fraud system that can sometimes flag false positives, leading to legit accounts being blocked from any payment by card. A manual action can be taken by GOG employees to fix that, probably by whitelisting the account that had been wrongly flagged.

The false positive can probably be triggered by several legit behaviours, in my case I suspect it was because I use unique card numbers for each payment, generated from my real payment card. So for the anti-fraud system I think it is treated like I used a unique card each time, leading to the flagging of my account as suspicious.

Anyway the GOG support human that treated my issue could find a fix in 48h, so this is something that they know how to fix quickly. The main issue being the awfully long waiting time before getting the attention of a human…

A lot of "I think" and "probably" because I did not get a clear explanation of what caused the issue in the first place, and did not want to waste the time of overworked support people once my issue was fixed. The only thing I can be 100% sure of is that the blockage was on GOG side, not on the banks side.