As we opened our new Store in August of 2023 we implemented anti-fraud and other security considerations that may be different from what you are used to under our previous store. To help make sure you have a smooth transaction with us, we have identified two leading causes of failed payment:
1. Billing Country, IP, or Payment Source Mismatch: Your IP (Internet Protocol) address, billing address, and payment source must be in alignment in order to make a successful purchase. This means that if your billing country is different from the location where you are making your payment, the transaction may fail. Additionally, any use of a VPN (Virtual Private Network) that adjusts your geolocation to a different country can cause a failed transaction.
You can make sure your information is accurate by accessing your payment profile. This can be done inside of the game through the Store or through our web site here. If using the in-game Store, click “Buy Points” and select any bundle to be redirected to the Payment Gateway, where you can adjust your payment method.
2. Missing name field for payment source: As an account security precaution it is not possible to edit your first or last name when editing a payment source, so if the name field is not present when attempting to edit a saved payment source, the stored payment source will need to be deleted and re-added, and recurring subscriptions will need to be re-enabled with the new payment source.
To remove and then re-add your payment method on file using the in-game Store, click “Buy Points” and select any bundle to be redirected to the Payment Gateway. Click on “Payment Sources” and then “Delete” your payment source on file.
From the LOTRO Market, click on “Payment Sources” and then “Delete” your payment source on file. Then, re-add your card on file.
If you continue to experience a payment-related issue after following the above steps, please get in contact with Account Support through help.standingstonegames.com. In your ticket, first select “I am experiencing purchase issues”, then fill out the form and click Submit. Thank you for your business!