Payment Information


Q: What kind of payment methods do you accept?

A :Emsgold  accepts the following methods of payment:

- Paypal
- Credit Cards (Visa, MasterCard, American Express)
- eCheck - Money Order
- Moneybookers

Please note payment with confirmed billing address and optional verified buyer status will help your order be processed faster. 

Q : How do I pay with my credit card without using Paypal?

A: We do offer the option to pay using a credit card outside of Paypal. To place an order with a credit card is easy and simple. Proceed through the order process as normal, and once you are forwarded to Paypal you will be presented with an option to pay with your Paypal account or an independent credit card. The option to use a credit card is available through both services.


Q: Credit Card Cannot Be Used for PayPal Payment Error

A: When purchasing or buying products and services online, PayPal is one of the most commonly used payment gateway used by the e-commerce sites to allow customer to pay for the invoices.

However, when users attempt to make a payment by using credit card without logging in to PayPal account, occasionally PayPal will reject, or doesn't accept the credit card users desired to use with the following error message:"The credit card you entered cannot be used for this payment. Please enter a different credit card number."

Here's some explanations and possible resolutions that suggested by users on Internet.

Credit Card Is Linked or Associated with a PayPal Account

Many believes the credit card is not accepted by PayPal when using it not signing into PayPal account is that the credit card is already been used in a PayPal account. If you're using a credit card that's linked or assigned to a PayPal account, try login to PayPal during payment process. You can change the source of fund to make the payment after logged in to use credit card instead of PayPal balance.

Credit Card Is Previously Used in PayPal Account or Assigned in Closed PayPal Account

PayPal remembers a credit card details even when it's already been removed from the account. The information also been remembered even if PayPal account which linked to the credit card is closed and deleted. In this case, try another credit card, or assigned the credit card to a PayPal account, and pay with account logged in.

PayPal Limit on Non-Member Credit Card Usage

According to PayPal source, there is a limit based on the number of times, the amount of the transactions, the type of merchandise being sold that a credit card can be used within the system without having to verify ownership by opening an account. The restriction is for security and fraud protection reasons. There is no workaround to this limitation, but you should be able to use another credit card. If there is problem, try using another email address. Else, register an PayPal account.

Credit Card or Email Address Raises Flag in the Transaction

Closely link to reasons above, where some part of the transaction raises flag on the server that stop the payment. Two possible flags are on credit card or email address. Try changing either credit card or e-mail address or both when attempting to pay again.

Cookies Problem

Try using another web browser and/or delete cookies and attempt to pay with PayPal gateway using credit card again.

Credit Card Is Not Confirmed in Account

Contrary to some of the reasons above, if the credit card has been linked to an account, but not yet confirmed, try to complete all credit card information such as Card Verification Number or Security Code, and confirm the card by entering the PayPal code shown on the credit card statement on special refundable charge by PayPal.

In all case, the problem won't arise if you add the Cedit Card to PayPal account, and use it as funding source to pay the transaction through PayPal account.

Q: What is a pending e-check, and why do I need to wait for it to clear?

Q: I've sent an e-check, but I did not mean to. How do I cancel it?

A: If you have mistakenly sent a pending e-check, you may log onto our live chat to request a refund. If you wish to receive an instant delivery, you may place the order with a valid credit card or paypal. Our live chat representatives can guide you through this process and will answer any questions you might have.

Q:How do I avoid sending an e-check?

A:An e-check results when a payment is sent from an unverified account without sufficient balance of your Paypal or Moneybookers account to cover the cost of the order. The payment provider must contact your bank to verify that funds are available, thus the cause of the 3 to 4 day delay. To avoid sending an e-check, first complete the verification process for your account, and then make sure the funds are present in your Paypal or Moneybookers account. To confirm your payment type, just click the blue hyperlink of "choose more funding options" before placing the order, and you may determine which option is currently selected for your payment, and what payment options your account supports.

Q: Why does your price change so frequently?

A: We raise and lower our prices in accordance with market supply and demand. We do comprehensive observation of the market situation every day to guarantee our customers a most competitive price and we strive to offer you the lowest price and best service. This is the reason why our price keeps fluctuating.
 
Q: What security precautions are taken to protect my personal information?

A:Emsgold  is committed to protecting all personal information. We have various systems in place to screen each and every order for anything that might seem amiss. Emsgold.com has been verified by Trustwave as Trusted Commerce. Trustwave PCI DSS Compliance demonstrates Emsgold has taken security measures to protect customer Credit Card number and order information, and the information submitted will never be disclosed to any third parties. 


                                                     Order and Delivery


Q: Why do you sometimes need to call me when I've placed an order?

A: 1.There may have been an error on your order, a mis-spelt character name or complications with payment. If you have been unavailable to receive your order, we may call you to ask you to collect your order in game, if remote delivery is not available.

2.For larger orders, we must confirm your identity and legitimate possession of the card or Paypal account you are using to pay. This serves to decrease fraud and deter scammers, something which benefits all our customers and MMORPG players.

I3.f you are worried about an order or have not managed to resolve an issue via e-mail, we may call you to assure you and help resolve any problems you are having.

Q: How do I check on the status of my order?

A:If you would like to check on the status of your order, simply log into your emsgold account or contact our 24/7 live support and one of our customer service representatives will assist you straight away, in real time.

Q: Why does my shopping cart remain empty even after I have tried to add something?

A:We use 'cookies' to link your payment with the details of the purchase, and if there is something preventing the cookies from adhering properly the shopping cart can appear empty. If you are placing the order behind a firewall or from work or have special software installed to block cookies, you may experience this problem. If you are having this problem, our live chat representatives are standing by to assist you through the order process.

Q:I have ordered on the wrong server or character name. What should I do?

A:Please send us an email from your Paypal email address or contact our live chat representatives that you have placed the order from and include your Order number and the correct server or character name at once. If  the order has not been delivered yet ,we will make delivery according to the new instructions given.

Q:Why did the delivery person send me a message and then disappear from the game?

A: Sometimes the stock ordered is spread across several accounts, and we like to consolidate it for the convenience of the client before the final trade takes place. It is also possible that our character has been disconnected, and is attempting to log back into the game. If at anytime you feel unsure about the status of your order, feel free to log onto our live chat service to check on the progress of your delivery.

Q:How is delivery accomplished?

A:After you complete the order process and have sent payment, the order appears in our delivery queue in the order in which it was received. Our delivery team will then log into the appropriate game and contact the character specified on the order form. If our delivery team is unable to make contact, an e-mail will be sent to the contact address provided. You may reply to this e-mail or log onto our live chat to verify the status of your delivery.

Q:I have been waiting in game for a really long time. How do I confirm my order?

A:If you have placed an order and have been waiting in game for more than 30 minutes, first check your contact email to see if we have tried to locate you. If no email is in your inbox, feel free to log into our live chat window and speak with one of our customer service representatives to confirm everything is alright with your order.

Q: How long does delivery take?

A: This is a most concerned question. If your order is in stock we can usually deliver within 10 minutes. deliveries can occasionally take up to 30 minutes or longer however depending on order volumes and game server traffic. And for large orders and also the orders of high demand servers and game , we suggest you check the stock on our live chat before you place the order in order to have a quick delivery. We hope every customer can have a quick and safe delivery and a good impression on our service.

Q: How is delivery accomplished?

A: After you complete the order process and have sent payment, the order appears in our delivery queue in the order in which it was received. Our delivery team will then log into the appropriate game and contact the character specified on the order form. If our delivery team is unable to make contact, an e-mail will be sent to the contact address provided. You may reply to this e-mail or log onto our live chat to verify the status of your delivery. 

Q: Why should I wait in the game for such a long time but no one contacts me?

A: Since many customers login the game for delivery, our game developers need arrange and do delivery one by one, which may cause the delay. Please stay in game patiently. Our game developer will PM/whisper you as soon as possible.


                                                        Other Information

Q: Is this safe and legal?

A:  We promise all of our virtual assets come from the hard works of our employees. And our target is to make you get better experience in virtual world and enjoy your game life.

Q:Is there any returning policy?

A:  We offer a 24-hour refund policy. Simply return any services rendered within 24 hours of purchase for a full refund. No refund will be given in dispute situations beyond our control, such as difficulties caused by the network, servers, and buyer's email account.

Q: How can I get a coupon for my order?

A: You can always enjoy a lower price by using a coupon.  Please pay attention to Emsgold promotional information and news. You may also find Emsgold official coupon and discount codes shared on some coupon sites.

Q: Your Live Chat is on but you are not responding. What's wrong?

A: Sometimes our Customer Sevice Reprsentatives are all busy dealing with every customers' problems, and could not respond you in short time, please bear with us. We will respond to you as soon as possible. You may also email your Inquiries or requests to us if you are having difficulties in messaging us, and we would reply your letter within 30 minutes max after we got your email.