Yesterday I tried to buy the new Legendary Items pack from the Playstation store. I was charged for it and cannot repurchase it, yet it doesn't show in-game. Instead all I get is "failed to update payment info". I've restarted multiple times. I'm getting frustrated- any advice or suggestions?

I get the exact same problem 

I already sent two tickets 

In the first one they only suggest me to enter the pearl shop in game and wait to entire load then restart the game but... It doesn't work so I'm waiting for the second response...

The problem was I bought that legendary pack with 15,000 Pearls in the same shopping car so... I'm getting really angry here... 

I'm relieved to hear this exact thing has happened to another player, but that still leaves us both screwed. I'll report back if I get anywhere (doubtful), but please do the same if you find out anything. Today I reported this to the FTC. 

I get the second response... 

And guess what... 

Doesn't work either... 

If there is a GM that can help us out with these issues, please feel free of telling us to restart the console again... >_< 

I will send a third ticket if the GM only said restart something again, then I'm going to ask for full refund with my bank.

 I received the exact same message from the exact same GM. Didn't work for me either. I'm also on my third ticket. I want to dispute the charges, but I think our account gets suspended if we do. I've spent too much time, money, and energy for that. I'm so frustrated. 

Let's hope the third ticket we get a better response 

I also spend to much time to get my account suspended just for asking for a full refund

We don't even get the support we deserve for God seick

 I'm trying to think of my own troubleshooting and if we have anything in common. When the other versions were 50% off I bought them for the bonuses. So I technically own more than 1 version. Also, the night before my purchase I received the 3hr playtime reward. The chest gave me a RCE. The next day when I logged in somehow I got the 3hr reward again, and the box gave the same(?) RCE. Since then I get the failed to update message. I wonder if those caused a bug? Did anything like those happen to you?

nothing in common there but I check  the list of services in my account information and the pack is there but for some reason we don't get it to deliver in the in game email

I guess we're just supposed to "rest assured"... 

 they don't do even the effort to write something diferent

That's an amazing custom support don't you think 

Yeah, this doesn't leave me feeling very positive, that's for sure. It prevents me us from buying more Pearl's, using coupons before they expire, taking advantage of sales right now... it's black Friday! Someone on world chat today has the same problem. I hope they figure it out asap

rofl First respond from gm is like a joke ;] . We all here are gamers here. First thing we do is turn off and on game then ps4 if somthin more some ppl probably redownload game and then write to support. Reset console, pc or laptop they could advice to some first timers and respond probably took couple of days there was definitely couple of turns off and on ps4.

I think our GMs are some kind of automatic machines I'm pretty sure of it

At least they should care a little bit more and think in real solutions not that kind of jokes like you said

 I was finally able to speak with a CM on Discord yesterday. Apparently this is a known issue that is affecting multiple players and it is taking longer than expected to fix. I've come across so many people who have this issue, I can't beleive its not a priority (at least it doesn't seem like they're making it one), but for me I'm really bothered by the lack of communication about this problem. People have been out $50 or more (if they purchased Pearls) but there has been no official comminication on the problem. I think they should have posted in the "News" that some PS4 users are experiencing issue purchasing the Legendary Pack and they are working on a fix. Instead, they leave us a "ticket pending" and expect us to call it good.

imagine for me I spend the US $49.99 of the legendary pack and

US $99.99 for 10.000 Pearls 

US $29.99 for 3.000 Pearls 

US $19.99 for 2.000 Pearls 

US $9.99 for 1.000 Pearls 

And nothing... Yet

Thank you for tagging me Linxz! We are aware of the issue and are working with PlayStation to get it sorted. Since it was a purchase through the PlayStation store it's taking a bit longer to clear up the issue than it would take if it was a purchase straight from the pearl abyss. Thank you for being patient everyone. ??

CM Valtarra

bump this thread to the top...

been having the  same issue since the dec 3rd. curious if they fixed it for you or are still waiting 3 weeks later...

i contacted sony when it happened. they said everything was good on their end, items credited and issued to account and that its a problem on pearl abyss side. most likely that pearl abyss has their own trigger happy fraud bot that now has all of us stuck in linbo till they decide to figure their **** out.

so i already missed the black friday sale... didnt get the pearl payback rewards... cant repurchase the legendary pack after sony decided to refund b/c pearl abyss f up...

honestly with all this on top of the having to upgrade to ps4 pro only to still have invisble walls and be told go buy ssd...

if pearl abyss cant figure their **** out before i miss the xmas sale or i miss chance to buy the lynx... im leaning torwards deleting this game and moving on to call of duty or something else that doesnt have problems like this.

I regret to inform you that nearly THREE WEEKS LATER I am still waiting to receive my purchase. My ticket has remained on "pending". 

I have also missed sales, limited items from the Pearl Store, and my 20% coupon expired. Not to mention this is the first time since the game launced I have had to play without a Kama Blessing or Book of Combat. My progress and income has practically come to a complete stand-still, making all my previous work and purchases a waste. The worst part is they don't care - at all. Almost three weeks and ZERO updates on where my money went or where my items are.  

I don't know what to do. I've been waiting for the Lynx and I also will be so angry if I miss it. I would just delete the game, but I've already spent like $1,000 on it, so I'm completely screwed either way. Quit and be out all that money, or keep playing at a snails pace where all my previous purchases mean nothing.

I've filed complaints with the Better Business Bureau, my state Attorney General, and the international FTC. I doubt anything at all will come of it, but this is absolutely unacceptable and frustrating to no end. If the new year rolls around I'm going to submit all my receipts to Sony with a full explaination of this game breaking bug and see if they will refund all my money. I'm at such a loss. I don't understand why this is happening and why it's been this long with no follow-up about the situation from PA.

Thanks for the bump - sorry your going through this as well

 same here we are still waiting for a response that seems that will never come. 

I'll wait till end of December if they don't do anything at all I'm asking for a full refund  from my bank. I already have all the documents in order to proceed. 

I don't give a dirty penny if they ban my account they loose a very loyal player that was supporting the game. 

Also the support we receive from the GMs its a joke, all they do is copy and paste. 

 I'm trying not to get my hopes up, but I bugged a CM again today and I was told the console team has found a fix and will implement it on the 12/17 update. 

After all this time I would prefer a hotfix and I just hope it's for real because I'd be able to get the things I want from the Pearl Store that are on sale or leaving the next day. I also hope we'll get a little compensation from this because 3 weeks is completely bonkers, but I doubt we will. So fingers crossed - I'll report in on Tuesday if mine works or not.

  The update today finally fixed the issues for me. I hope yours is fixed as well.

That's good to ear... Unfortunately for me... Not yet

 Oh no! I'm sorry to see that - I am on the NA servers, just fyi. We just got an update early this morning. Hopefully it's rolling out to everyone.

 Yes I'm also in the NA server but it seems it doesn't work for all

Nice to ear it work for you tho

Finally I get all the items I bought

Here is what I had to do to finally get the items 

Reset ps4 to factory settings

Redowload the game but only the standar edition, for some reason the other editions don't work

Interesting... that's a lot to do and a long download. Do you still get a "failed to update the payment info" message when refreshing your mail?

I'm not sure the "failed to update payment information" is even related to the issue I see that msg every day multiple times a day 

I know it will block your mailbox for a while which relogging normally fixes temporarily

I'm pretty sure what the hold up is very simply they are going to go through every log to see if you ever got your item because they just don't want to reimburse anyone if they can help it and seem worried that it might be a scam

For all the tickets they shouldn't be closed the second it is responded to there should be a dialogue and there should be a button other than "yes very helpful" there should be a button added that says "no this didn't help at all get back to work"