Amazon Appstore not allowing payments

Bug Report
1

Using the Amazon Appstore (AA) (v32.2.0000) version of Hearthstone (HS) (v15.0.32826) I’m unable to use any payment methods for any item requiring an external currency (edit: https://photos.google.com/share/AF1QipMn6WCCbeC4kiLgVeJf4oGTg89OmQJVKOggxShwXonW1znSzPmMT0494iRKW9s4og?key=cmlTR0lwV3dpMEJYcjRLRmp1cEN2dkQ1dUxBR0dB).

I’ve been in regular contact with Amazon support since Tuesday (before the SOU expansion release) and we’ve tried a number of basic troubleshooting methods (full reinstalls of HS and AA, and changing settings within Amazon account). Other apps (such as Township) through the AA will allow purchases, so it is not an issue present with all AA programs. This occurs for any Blizzard account I attempt to use so does not appear to be an account-side issue. I am, however, able to see purchase options using the Google Play version (same build). This error occurs on various versions of Android (5, 7, 9) and across various physical and virtual devices (Pixel2xl, Pixel3xl, several emulated versions of those and others).

Amazon is directing me to the app developer: you. Please help me spend money with your company!

2

Sounds like a Web Ticket is the best for you, here is a direct link to the purchase failure section:
https://us.battle.net/support/en/help/product/hearthstone/531/1251/channels

3

@Rhasimir I created a web ticket, they directed me to bug report.

I want to be clear: this is not a purchase failure. This is a lack of being offered a purchase option whatsoever, specifically through the Amazon Appstore.

Here is what I see: https://photos.google.com/share/AF1QipMn6WCCbeC4kiLgVeJf4oGTg89OmQJVKOggxShwXonW1znSzPmMT0494iRKW9s4og?key=cmlTR0lwV3dpMEJYcjRLRmp1cEN2dkQ1dUxBR0dB

4

Do you have your payment method set up at the Account Settings page, on the Blizzard Account Management site?

5

@Theoden I have a payment method set up within Blizzard account management, but even that is not showing within the Amazon Appstore version of the game (understandable, as Amazon uses their own payment gateway to get their 30% slice of the sale - refer to the link above to see the lack of purchase options). I am attempting this through the Amazon Appstore version of the game on an Android (mobile) device, not the PC client, as this is the only way to make a purchase using Amazon Coins.

Purchasing through Google Play version of the app or through the Battlenet PC client is unaffected. This issue occurs regardless of Amazon account used, Blizzard account used, or device used.

6

Have you signed your Amazon account into the Amazon App?

Hearthstone Shop

7

@Fuschia I have tried it using two separate Amazon accounts and in two separate Blizzard accounts, with in-app purchasing on and parental controls off on the amazon side. Latest version of both AA and HS.

8

The Blizzard account has nothing to do with the Mobile Device payment method, only where the goods are sent.

See the provided link above.

9

@Fuschia I understand, and have referenced the link you provided above, as well as the links relating to both the Amazon specific resources and the Blizzard account resources.

I have attempted this while logged into two entirely different Amazon accounts (with each Amazon account being installed alone on the device at the time of testing) on many (2 physical, 2+ emulated) different devices. These are fresh installs on both live devices, as well as brand new installations that have only AA and HS installed (to eliminate potential conflicts with other apps) on the emulated devices.

Settings look fine on the Amazon side. I have previously made many purchases using my Amazon account across several devices and several accounts, the most recent of which was April 9th of this year.

10

Are you using cell data or Wifi?
Do you allow the App to use background data?

Have you been able to do a purchase through the Amazon App (without doing the finalize actual purchase)?

11

@Fuschia I have attempted this on cell, on wifi, and (through the emulator on my pc) hardwired.

HS app and AA app are both allowed to use background data (just checked on two physical devices, each logged into a different Amazon account, at your request). All permissions that I can possibly grant are enabled.

Have not been able to do any purchase through Amazon’s Hearthstone. I have not even been offered the opportunity to do so. Please refer to my screencaps: https://photos.google.com/share/AF1QipMn6WCCbeC4kiLgVeJf4oGTg89OmQJVKOggxShwXonW1znSzPmMT0494iRKW9s4og?key=cmlTR0lwV3dpMEJYcjRLRmp1cEN2dkQ1dUxBR0dB

In pic 1, you can see that the only purchase package that is offered is a single pack, for 100g of ingame currency. The normal packages of 2, 7, 15, 40, and 60 packs are not presented.

In pic 2, you can see that the option to start a Brawliseum Run with outofgame currency is grayed out with an N/A, and when hovered gives the error “Buy: This has temporarily disabled.” The same occurs when attempting to purchase an Arena.

All of Amazon’s Hearthstone is operational, except purchasing. I can start and play games in every mode, and the Shop is open, displaying and allowing the purchase of single packs.

–

However, I have been offered a payment screen in AA’s Township (by Playrix) when doing earlier troubleshooting. But I was not offered a payment option in Candy Crush Saga.

This made me curious, so I just tested a series of other apps from the AA to see if there was any pattern of other games that did or did not allow purchasing. Test performed on a physical Pixel3xl, on wifi, logged into my primary Amazon account, all apps current (see first post for version numbers). (Had to slog through some pretty rough games, this test renewed my appreciation for Hearthstone!)

Surprisingly, I found a mixed bag, and a loose pattern! All games worked for the most part – but, some would refuse to connect the Amazon payment gateway to the app’s servers and/or my own client:

Title
Publisher
Last Update
In-app purchase status

Double Win Slots - Free Vegas Casino Games
上海狂热网络科技有限公司
2019.06.04
YES

Minion Rush: Despicable Me Official Game
Gameloft
2019.07.02
YES

Pixel Gun 3D (Pocket Edition) - multiplayer shooter with skin creator
Cubic Games
2019.07.18
NO

Township
Playrix
2019.07.22
YES

Dragons: Rise of Berc
Ludia Inc.
2019.07.22
NO

My Free Farm 2
upjers GmbH
2019.07.23
NO

Hungry Shark Evolution
Ubisoft
2019.07.24
NO

Candy Crush Jelly Saga
King
2019.07.30
NO

Hearthstone
Blizzard
2019.08.06
NO

Candy Crush Saga
King
2019.08.12
NO

All games tested that were last published to the AA after July 22 would not connect the payment gateway. All games prior to July 22 worked. There was one exception: Pixel Gun 3D is an outlier that falls in the “good” dates but does not work.

This test suggests an issue within Amazon’s systems, not within Blizzard’s. I will go follow up with Amazon now that I have this data and see if it’s helpful in diagnosing the issue.

That said, it seems to be in Blizzard’s best interest to contact Amazon on their end to ensure the payment process is smoothed out, so both Blizzard and Amazon can continue to receive sales through this channel.

–

If anyone has the opportunity and desire to confirm any of my results within any of these Amazon Appstore titles (even if it’s just Hearthstone) I would appreciate the assistance. All are free games with in-app purchases, and no money is spent unless you confirm the purchase (just seeing the option to pay is the marker of success).