Gnollrunner Posted May 27, 2020 Report Share Posted May 27, 2020 Can someone tell me where to find a support email or phone number for hero games? Here's my problem. I tried to order some PDFs from the site and it said there was some problem with payment. However according an SMS message from my bank I got charged and when I called my bank and they said the transaction was half done and was waiting for something from Hero games which I didn't really understand. They said I should call you guys. This was yesterday my time (I'm currently in Russia). I went to the support page and filled out a message with my email address and described my problem, but so far I have no response. So I'm kind of in limbo I don't have my purchase and I don't have my money and I'm trying to figure out what to do about it. I used to play Champions and Fantasy Hero back in the 80s and 90s and I'm trying to start up Traveller Hero game and get back into it. I have a fair number of HERO system books so I'm a long time customer, so please give me some love here. Thanks. Quote Link to comment Share on other sites More sharing options...
Simon Posted May 27, 2020 Report Share Posted May 27, 2020 First things first: you can contact Jason at support by clicking on the "Support" tab at the top of the screen and starting a new request. What you're seeing is a check on your credit card, no funds have been withdrawn (nor will they be). The credit processor that HERO Games uses performs a verification step prior to actually charging the card. This verification step includes validating the card number as well as the address associated with it and that the funds are available (basically, that the charge will go through). The address validation in particular fails frequently for international card holders. Especially those in Russia. When the verification step fails, the entire transaction is halted and no charge is made. It's not the best way to process credit cards (obviously), but is out of HERO Games' collective hands until such time as they move to a different credit processor (there are not that many out there and very few that are compatible with the software). Again, no charges have been made against your account. Depending on your bank, a "pending" transaction may show...and will disappear once it times out (that is entirely up to your bank). If you need to make the purchase ASAP, I'd recommend using the PayPal option (you don't need a PayPal account -- there's an option to use your card via PayPal linked near the bottom of the PayPal payment screen) - that will avoid the issues with the credit processor validating your address. Quote Link to comment Share on other sites More sharing options...
Gnollrunner Posted May 27, 2020 Author Report Share Posted May 27, 2020 Thanks for the reply. A couple years back when I tried to order some stuff on eBay, It was literally impossible to create a PayPal account as a US citizen in Russia. I just tried it again and apparently they fixed some things and now it's possible, although you have to have a bunch of Russian immigration documents which by some miracle I managed to dig up. In any case, when the old transaction times out I'll give it another shot on PayPal. Thanks again for the help. Quote Link to comment Share on other sites More sharing options...
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