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30 Apr 2012
By eguun

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ERROR 80023102 - cannot make any purchase online

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22 Replies 2,249 Views edited 30-04-2012

Hi,


During the past 48H I am trying to buy content in the SEN (or Playstation network).

 

I keep receiving error 80023102

 

I have seen this error has been the subject of several threads around here in March, which seems to have been consolidated then solved under this thread by SuperFastZombie:

http://community.eu.playstation.com/t5/Technical-Help/download-list-amp-transaction-list-both-gone-o...

 

This fix is NOT working here; I cannot complete any purchase or load my wallet.

 

For reference, the titles I am trying to purchase are:

- I am alive

- The walking dead season pass

 

The card in my profile is a VISA credit card.

The numbers are correctly entered in my profile in the sonyentertainmentnetwork.com site

I cannot either add funds in the wallet or make a purchase in the store

 

What is your advise?

 

Thank you

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09
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fi8767

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Can you connect to the internet browser & Online games on PS3 fine?
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Re: ERROR 80023102 - cannot make any purchase online

02
/16

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Thank you for your answer,

I certainly have access to internet via the PS3 if this is what you mean.

The PSN store displays currently promoted content, and I can login the PSN store.
I can download trial games (DEMO), but not upgrade them to full content.

Is there an area where consumer can send support ticket to get support?
This method of posting in forums like sending message in the bottle and hoping for an answer seems sub optimal.
I have been looking around, and couldn't find it: only forums and FAQ.

It would be so great if customers could get support by SONY representatives who can access accounts details, history and advise on what to do for quick resolution.
It doesn't seems the PSN is strategic for SONY entertainment.

 

Edit: sent a note to assistancereseau@fr.playstation.com and sonyentertainment.fr@eu.sony.com

Hope this helps getting some traction

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02
/16

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I was getting the same error message today, I checked my CC info, the expire date was 01/12, made the changes to the date and security code and was able to make a purchase.
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02
/16

eguun

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Thanks for you answer.

 

I checked this before initial post.

CC data is OK, CC is valid: I use it for purchases on daily basis.

 

Sony hasn't responded to this thread or my emails.

I don't think they need customers.

 

I will acquire these games through other means.

I feel sorry for game developers, victims of Sony's apathy

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Re: ERROR 80023102 - cannot make any purchase online

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strangeplaice

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No need to make threats!

 

 If you want a fast response from Sony, you're best contacting customer support directly over the phone. Their numbers are available here.

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02
/16

eguun

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Thank you for your answer.


Don't misread threats where they aren't: read a tough journey to be a customer.

 

It might help ensuring you surface these support method per phone; can't find them here:

http://lu.playstation.com/psn/support/

 

Faster turnaround in forums or emails would be appreciated too.

 

I will be contacting the support method you provided

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02
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eguun

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I opened 3 support tickets: each time I receive a standard answer that doesn't really help me move forward, and the case is closed.

 

The root cause to this error message is Sony enforcing a policy where you can't make payments if your card is issued from another country where you registered your account to.

My account is registered in France, my credit card from Luxembourg, therefore I can't be a customer.

 

I have a new job since one year and crossed the border: I moved from France to Luxembourg (50km away).

 

Also, Sony doesn't enable to change country in account settings.

Users can't do this update, employees on the support ticket can't either.

 

I don't understand this policy: other companies selling retail goods (like Amazon) or digital goods (like travel tickets or Valve) doesn't enforce this.

 

Sony, why do you make it so hard to use the PSN (or SEN)?

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Re: ERROR 80023102 - cannot make any purchase online

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strangeplaice

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That answer pretty much sums it up I'm afraid. You can't change the country as it'd be abused by people who would try to access content they're not legally able to use.

Why not just use PSN Cards, or a Credit/Debit card from France if you have one?

Amazon don't have this policy because they aren't a digital content distributor and aren't governed by the same laws.
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02
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eguun

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Agreed for Amazon ... although they are also selling music.

But Valve would fall into this digital content distributor bucket and still doesn't do this. Other examples in this.

 

At the end of the day I am very dissapointed at Sony's focus on customer satisfaction:

1- they could have done a much better job at their error message to cut short all confusion: that same error # says "can't process transaction". The interesting questions are why, and what can we do about this.

2- they could have surfaced support methods (phone, email) on their site

3- the support per email could largely be improved

 

If Sony had a monopolistic situation I'ld shrug it and reach out to open a FR bank account or a Sony payment card, but it's far from being the case so I'm giving up and getting this digital content by other means.

 

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Re: ERROR 80023102 - cannot make any purchase online

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Music again has different rules, and as far as I'm aware Valve don't operate in as many countries as Sony do, which limits them less.

Unfortunately, that error message could have been encountered for multiple reasons, in your case it was regarding the card, however there could be so many possible reasons that it wouldn't fit on the screen, and reasons that have not been encountered before could also trigger it which would make the information provided misleading.


Support methods are all over the sites ;) For example the one I have linked you to. Also, they have to deal with hundreds/Thousands of requests per day, and email support is only intended for easily resolvable issues. More complex issues are better dealt with on the phone to ensure the issue is resolved properly. :)

As you're using a PS3, you could just create another PSN ID to use to make purchases, or use as a new main account. That way you'll have all your old stuff, and be able to purchase things again.
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Re: ERROR 80023102 - cannot make any purchase online



02
/16

eguun

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1- customer facing error notification

I know this error message represents a multitude of different error. This is precisely the issue I am speaking of!

On Sony's side the payment didn't work, they could certainly tell more precisely why.

 

Text for error description doesn't fit on screen? Not a problem, just create more error numbers to ensure each problem has its error number. Then provide a translator error number/english to ensure a player can find his way through.

 

 

2- support

Not OK with how easy support method are displayed. This is the support site: http://lu.playstation.com/psn/support/

The big fat option featured is forums, just after FAQ. The customer service on the side is for hardware support, doesn't seem to apply for PSN (at least to me).

I don't see a list of phone numbers or emails ... or a web form for opening a support ticket.

 

Dealing with lots of support request also means they have plenty of customers and should staff accordingly. Plenty of large corporations face similar volume.

 

Additionaly since Sony kind of suck at point #1, they are doing their best to ensure they receive a lot of customer requests: I'm a perfect example of this. I got a generic error "payment doesn't work". I can't tell if it's permanent or not,and what's the root cause without engaging in forums and support.

 

 

3- account

That is very interesting advise, thanks!

I wans't aware that creating a new account would enable me to keep my stuff: I thought this was like steam: new account=new gamelist.

So I can keep games, saves, everything from my account and create a second one that also has all his stiff?

 

Or do I need to switch accounts depending on the game I want to play?

 

In any case, what's the point then of this "you can't change country" policy?

I can create an account for any country I want and still get the digital content.

Even if they check IP, we have so many VPN since the last decade, that this whole thing just doesn't add up.

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The policy is to prevent the fraudulent changing of countries. People can create accounts in places they don't live, there's nothing that can stop that, but once caught out they can and will be banned, as is legally required. 99% of the time it's the user who gets themselves caught out, though there are other ways Sony can easily detect it, no matter where you are.

If you legitimately create a new user on your PS3, content from both accounts (usually) can be played on each account. If you want to keep your trophies etc I'd suggest using a new account for purchases, but retain the old one for usage.
The account content is purchased using must be active and a user of the system for other users to play their games.

Point 1 would require the entire OS to be reassembled and waste time and money because the conditions for an error can be created in potentially infinite ways, not just the ones that Sony are aware of. Imagine the number of possible causes for a game failing to start. Sony list a few suggestions sometimes, but usually troubleshooting will be needed to confirm an issue.


Finally, point 2, as it appears I've answered in the wrong order. I can link you to all the support details if you'd like :)
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02
/16

eguun

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Hi,

 

this account thing seems really complex... I read your post a couple of time, not sure I understand all you mean...

 

Error message, re-compile the OS? Probably, but this is the price to pay if it wasn't done correctly the first time.

They went high-level for error codes and it's not customer centric to ensure he can act on the data displayed on screen.

 

When building software, you can also have it very laconicaly display a single error code sayingerror 00001:  "doesn't work". I'm taking an extreme here, but you get the picture. Yes it would need to recompile the code and gets in some work to provide a finer set of granularity in error codes.

 

I would imagine that providing some hints to buyers stuck in the last steps of checkout would be a low hanging fruit.

I hope Sony is collecting some data as to which error codes pops-out the most and try to break down this error code into sub-buckets to help it's customer.

 

Anyway, I don't think I'm smart enough to be a customer here, all this situation is very complex.

A console is for me the path to easy access to game and entertainment. All this kind of defeats the purpose.

 

Thank you for your time

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Make a new account on your ps3, and use it to buy stuff. Then play it on your old one. Simples ;)
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Re: ERROR 80023102 - cannot make any purchase online



02
/16

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well, i get this and comes to adding funds, everythign ihave is in put in right etc, i just bought like dlc like last week and now i cnt put funds in to be able to purchase ps1 LoD :(

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What are you attempting to add funds with? Credit Card?
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02
/16

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pretty much, i make small dlc purchases here n there thats under $7 usually, so there arent any psn ards that are to the amounts only $25 and $50 cards
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I assume you're American if you're using dollars. Best Buy sell $10 PSN Cards. If possible, try a different card if it isn't working and see if that gives you the error.
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02
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im in canada, and i have yet to see any $10 cards anywhere.. only $25 and $50 ones..

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Has the card worked in the past?
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