Technical Help

[Foxxis]

I thought this was supposed to be a technical help forum? While I do appreciate your replies, they come off more like apologies and an attempt to brush over the issue.

I naively thought that perhaps someone in a capacity to help (like a Sony employee) would see this and attempt to help. But I guess this is another case of "let's set up a forum and let the unwashed help themselves while we laugh all the way to the bank". Yes, I am quire annoyed at this point.

It is clear that Sony has no idea how to operate an online infrastructure. You have lost a customer, but I doubt you care.

[chrisa3211]

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Foxxis wrote:
I thought this was supposed to be a technical help forum? While I do appreciate your replies, they come off more like apologies and an attempt to brush over the issue.

I naively thought that perhaps someone in a capacity to help (like a Sony employee) would see this and attempt to help. But I guess this is another case of "let's set up a forum and let the unwashed help themselves while we laugh all the way to the bank". Yes, I am quire annoyed at this point.

It is clear that Sony has no idea how to operate an online infrastructure. You have lost a customer, but I doubt you care.

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Beh I'm afraid that I have no clear cut solution to the problem, so attempts to "brush over the issue" were in fact the best workarounds or explanations I could think of.

You can pm RabidWalker or SuperFastZombie on these forums if you want an official response, or check out the Skandinavian boards for Swedish mods.

http://community.eu.playstation.com/t5/Skandinavisk-Forum/ct-p/20

[RabidWalker]

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Foxxis wrote:

We have been having this problem on and off for a couple of months. I have done too much research and tried to get in contact with the local support (Sweden) to no avail. 

The problem is that it is impossible to add funds to the online wallet both during a purchase or as a separate action. The attempt is met with the "Can't add funds to wallet" or "Error 80023102". 

I know of the usual suggestions for solution of this problem, so to prove that the error isn't on our end here they are and debunked:

- We have tried with difference credit cards. Both cards have had the small test-charge gone through without a problem. So there is no adress or credit card detail problem.

- We have managed to buy content using both cards. The error is thus intermittent. It sometimes works, but most often not. AND this is without us changing anything. No network changes, no card detail changes. Nothing. It rarely works, but on some occasions it does.

- There are no connection problems. Online gaming is problem free, all other actions in the store or vs. PSN works well. We have tried connecting the PS3 with an ethernet cable directly to the cable modem = no router or firewall inbetween. This has no effect on the problem.

- The credit card company has investigated the issue and for all our attempts report that Sony has not attempted a charge. The transaction is aborted before it has even begun contacting a payment processor or bank. So it is not the case of our credit card company denying the charge.

All in all, I am 100% confident that this problem lies with Sony and I would like to see this resolved. I am a professional game developer by trade and my guess is that Sony has implemented some rigorous security system in the wake of the fiasco that led to accound and credit card details being stolen. This security system generates false positives and is apparently for some reason blocking our attempt to spend money with Sony.

Rest assured we will NOT purchase any additional Sony products this or the next generation unless this is responded to in a professional matter and resolved. If Sony doesn't want our money and denies our transactions then fine - we will take our business elsewhere.

Regards,

Foxxis

Disappointed customer.

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Hello Foxxis,

Thankyou for messaging me,

As chrisa3211 asserts the error code you are receiving when you attempt to add funds to the wallet (80023102) indicates an issue connecting to the PlayStation Network. This error code can appear when trying to sign-in, accessing account details, online gaming or as you have experienced, issues with PSN purchases.

This can occur when there are issues with the PlayStation Network servers, however if you receive this intermittantly it can indicate a connection issue. However as you mention you have not had any other connection issues and have tried a direct wired connection with the same problem.

The security in place on the PlayStation Network does involve a number of checks on the card, so it is possible that the card is failing at one of these points and the error is occurring. Others have reported this but it tends to be down to the nature of the card, for example some have had a similiar issue with 'top up' credit/debit cards which can have a problem.

Although I am aware other users have reported this, it is not a systemic issue at this point so we will have to look into each case seperately. Initially it would seem that the card has an issue with the security used by the PSN, and although this has worked before there is an essential incompatibility here.

I will have a look into this further for you and update when I have more information.

Thanks,

Rabid

[Foxxis]

Hi Rabid,

Many thanks for your reply. This is the first time I have had any official help or reply to this issue despite repeated mails to the swedish support email address.

As far as the theory of card incompatibility I would be very curious to find out if/how that can be the case, given that the two cards I have had the issue with are "normal" mastercards. One is private and the other one is used with my business. In no case when this problem has occured has the credit card company seen any attempt to charge the card, so whatever security check that (supposedly) fails would have to be entirely internal to Sony.

Regarding connection issues, I would have thought that had this been the issue I would have had other connectivity problems. I can download content, play online (BF3 for example), and do all other normal things you would assume would fail or be intermittently problematic. The *only* case where I get an error is when I attempt a purchase or wallet funding.

I would very much appreciate if you would look into or escalate this to hopefully solve it. As a family this is an absolute dealbreaker. Try explaining to your 5 year old why you can't purchase the game you have promised him. The "there is some weird error with the servers" don't really fly with him and to be frank it doesn't with me either....

BTW - if you would need more details on my account etc. then please PM me so we can arrange for a trustworthy and safe way to get those details to you.

Thank in advance!
Cheers,
Dan

[RabidWalker]

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Foxxis wrote:
Hi Rabid,

Many thanks for your reply. This is the first time I have had any official help or reply to this issue despite repeated mails to the swedish support email address.

As far as the theory of card incompatibility I would be very curious to find out if/how that can be the case, given that the two cards I have had the issue with are "normal" mastercards. One is private and the other one is used with my business. In no case when this problem has occured has the credit card company seen any attempt to charge the card, so whatever security check that (supposedly) fails would have to be entirely internal to Sony.

Regarding connection issues, I would have thought that had this been the issue I would have had other connectivity problems. I can download content, play online (BF3 for example), and do all other normal things you would assume would fail or be intermittently problematic. The *only* case where I get an error is when I attempt a purchase or wallet funding.

I would very much appreciate if you would look into or escalate this to hopefully solve it. As a family this is an absolute dealbreaker. Try explaining to your 5 year old why you can't purchase the game you have promised him. The "there is some weird error with the servers" don't really fly with him and to be frank it doesn't with me either....

BTW - if you would need more details on my account etc. then please PM me so we can arrange for a trustworthy and safe way to get those details to you.

Thank in advance!
Cheers,
Dan

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Hi Dan,

I have queried this further so hopefully I will be able to get more information for you. I am suprised you have received no response from Swedish email support, just to check with yourself the address is support@ se.playstation.com.

I will update when I know more,

Thanks,

Rabid

[RabidWalker]

Hi Dan,

I have queried this a bit further for you and recently more stringent checks have been put in place around verifying the cardholder's billing address, so it's worth checking you have put in the full and correct billing details as they appear on the card statement.

The changes bought is may also affect you if the account/or bank was created in a different country to where the account is setup.

The other option you could also try is to log into your PlayStation account online via the Sony Entertainment Network- https://account.sonyentertainmentnetwork.com/pc/login.action?request_locale=en_GB

You are also able to add the details and fund the wallet from here.

Let me know how it goes,

Rabid

[Foxxis]

Hi,

Thanks for the update. But yes, I have verified the billing details for both cards. Also, please remember that the same card has (during less than a month) gone through the cycle of failing->succeeding->failing. And that is without me altering *any* info for that card. Just repeated attempts.

However, I just recently received a reply from the scandinavian support (handled by Nordisk Film, so not SCEE) claiming that SCEE has informed them that "currently there is a general problem of registering cards within the region". I am not sure exactly what they mean by this.

Again, I really doubt there is anything incorrect with my cards or the entering of the details given the above. Also, had the details been incorrect wouldn't it have failed the test charge and/or given me a message about this rather than the cryptic "can't add funds" message? Also, isn't it the task of the card issuer to accept or deny charges? Again, my cc company claims that no charges are attempted when the wallet funding attempt fails.

Regards,
Dan

[xX-_Tunechi_-Xx]

i have the same problem but what makes me the most upset is that i put $10 into my wallat just fine the day before, and now it doesnt worked i have money in my card i checked with the bank, my card is valid, master card, i called playstation network they didnt even know what they were doing, or they could not figure out the problem,  they just said buy cards online or from the store......, so i lost money from them and they said they cant give me my money back, this is sony, they created the network why can they figure it out or put some time and effort into this im very disapointed, plus losing money is not fun.

[KingJokerCFC]

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xX-_Tunechi_-Xx wrote:

i have the same problem but what makes me the most upset is that i put $10 into my wallat just fine the day before, and now it doesnt worked i have money in my card i checked with the bank, my card is valid, master card, i called playstation network they didnt even know what they were doing, or they could not figure out the problem,  they just said buy cards online or from the store......, so i lost money from them and they said they cant give me my money back, this is sony, they created the network why can they figure it out or put some time and effort into this im very disapointed, plus losing money is not fun.

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Totally agree with you dude,

i have exactly the same problem...Gee... Do you think Sony might begin to realise that this is an issue with there new card security system? or do you think they know but are in denial?

I tell you what, its a joke...ive had this ps3 for 2 months know and its technical issue after technical issue OVER AND OVER again! and i do my best from my end to figure it out without bothering sony and realise rather quickly thats it not my damn fault lol, I can totally agree with Sony on the fact they needed to add extra security messures to card using, but come on this takes the buscuit,

if I CAN'T use my card then whats the point of letting people put there card details on there ps3 in the first place?

AND! as for "unforcenetly this happens from time to time, you will have to buy yourself vouchers from your local game shop" BULL!!! My local game shop is over 2 hours AWAY!!!! and i dont drive so about a 24 hour walk!!!

Or i can get the bus and spend £8 Return! Which works out at about $14 US dollars!!!!

I tell you something for nothing, i go away until monday starting tommorow and if i get back and i still can't add funds to my account with my bank account, I WILL EXCHANGE MY PS3 FOR AN XBOX!!! mainly because i spent 3 years with microsoft and NEVER!!! Had 1 little iddy biddy problem! SORT IT!!!!!!!

[OZZYBINLADEN]

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KingJokerCFC wrote:

I WILL EXCHANGE MY PS3 FOR A PS VITA!!!

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Fixed