Payment & Purchase Troubleshooting

If you are experiencing difficulties upgrading your account, or completing a character service, please follow these tips:

Payment Option/Billing Profile

A Billing Profile is required to make purchases within Heroes of the Storm. In the event that your purchase fails, double-check your Payment Options for accuracy as expired cards do not automatically remove themselves.

  1. Log on to Account Management
  2. Click on Settings and select My Payment Options
  3. Click on Add a Payment Method
  4. Add all the required information and click Save Payment Method when you are done
  5. Success! You are finished adding a Billing Profile

Multiple Billing Profiles and Primary Payment Method

If you have multiple Billing Profiles on your account, make sure that the card you are using to make the purchase is set as the ‘Primary Payment Method’. By default, we will always default to your Balance before using your Primary Payment Method.

  1. Log on to Account Management
  2. Click on Settings and select My Payment Options
  3. Look for the card you wish to use and click on ‘Make this my primary payment method’

You can also add, remove or edit payment methods on this Wallet page.

Credit Card Payment Assistance/Invalid Credit Card Errors

If you are encountering credit card errors and have already added a Billing Profile, please verify that all the information is entered as it appears on the card.

This includes:

  • Card holder’s Full Name
  • Full Card Number
  • Expiration Date
  • Billing Address[
  • Verification Code

Additional troubleshooting steps can be found in our Common Credit Card Payment Issues page.

Note For security purposes, please DO NOT post any of the above information on the forums.

Should you continue to experience any payment related issues and you have already talked to your financial institution, please contact our billing and account services team directly.