Digital order for Pathfinder 2nd edition

[Matthew Kelly 398]

I had placed an order on September 13th for a digital order of several of the books, the order was charged to my credit card twice (the second was refunded after a few days) but I did not receive an order number, nor did I get access to the digital downloads, I sent an email on September 14th, but did not receive my order, did not receive a response, and it's about to be three months since the order was placed. I understand things are backed up with the pandemic in emails, but three months is completely unacceptable, entire advantage of digital orders is immediate, convenient access afterall...

Can I get a resolution on this?

I had ordered:
Advanced player's guide
Bestiary
core rulebook
and I had ordered either the gamemastery guide or bestiary 2, I don't recall which one and without the order number being sent to me I can't really verify

Thank you

[Logan Harper She/Her]

Matthew Kelly 398 wrote:

I had placed an order on September 13th for a digital order of several of the books, the order was charged to my credit card twice (the second was refunded after a few days) but I did not receive an order number, nor did I get access to the digital downloads, I sent an email on September 14th, but did not receive my order, did not receive a response, and it's about to be three months since the order was placed. I understand things are backed up with the pandemic in emails, but three months is completely unacceptable, entire advantage of digital orders is immediate, convenient access afterall...

Can I get a resolution on this?

I had ordered:
Advanced player's guide
Bestiary
core rulebook
and I had ordered either the gamemastery guide or bestiary 2, I don't recall which one and without the order number being sent to me I can't really verify

Thank you

Hi! I took a look at your account and I wanted to reassure you that you have not yet been charged for the order. Your card was declined at first. Usually this happens when the billing address attached to your card does not match what the bank has on file for it. Each time you tried to submit the order your bank was pinged. When this happens most banks will put a temporary hold on the funds, which can look like a pending transaction on your end. The authorizations have been reversed on our end but please allow time for it to be reflected in your bank account. If you would still like to process this order, we recommend checking your billing address with your bank. Please let me know if I can further assist you!

[Matthew Kelly 398]

I checked my bank, the address on there was correct, so I tried placing the order again, it declined, so I checked the address on your end, when I had changed the address before placing the order in September, it had not updated on there, so I changed it so the correct address was the default address, tried again and it declined again, funds are there, but now there are 2 pending transactions for these attempts. I've used the card on online shopping elsewhere with no issue, so it appears to be an issue on your end