Unable to Purchase Via In-Game Shop: Blue Box

Support Customer Support
1

Like the title says:

While in the “Game Lobby” (with my list of available characters over on the right), I am unable to complete purchases via the In-Game Shop.

Initially, I was attempting to purchase a Race Change for one of my characters. I was able to select the Service and Character, but then received a blank, blue box and was unable to reach the Payment Screen.

I have attempted this several times, and have even attempted to purchase a mount instead, with the same result–the issue appears to be affecting the entire In-Game Shop, regardless of category.

I have submitted a ticket and read Support Article #135100 (https://us.battle.net/support/en/article/135100), and have followed the recommended steps in said article, including resetting my user interface, with no success.

According to my account’s Transaction History, my most recent purchase was literally within the last two weeks, so this appears to be a very recent development.

I would greatly appreciate any assistance in resolving this issue.

2

That is usually caused by something blocking. Security software can do it - ad blockers can as well as other programs running using overlays.

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3

Bullet #4 is one of the greater culprits for this, if you haven’t tried temporarily disabling them.

Additionally, overlay programs can also cause problems. Discord, Razer, Nvidia, etc. If any of those are running, close them and try again.

4

I did close down Discord, and that allowed me to reach the Payment Screen, but then I still received a blank, blue box while trying to check out.

Would it be a firewall program, or simply an ad blocker that is causing this?

5

Have you restarted you computer, and then made sure there are no other programs running when you have WoW open?

6

Could be either - or both, Velerya. It is pretty persnickety when it comes to the connection and what is allowed through.

7

I have found that Nvidia was still running, and closed that out, too. This allowed me to reach the Checkout screen.

However, I’m still seeing the Checkout screen freeze up as a blank box after inputting my information–per my account, the transaction does not appear to be going through.

I would like to restate that I have successfully made similar transactions via the In-Game Shop several times in the past, the most recent being within the last two weeks. Every time it’s worked without any problems, and I’ve never had to try any of these steps.

8

You might be able to get some more technical things to try in our Tech Forum, Velerya - but sounds like something still isn’t happy.

You might try a full reboot of your system, disabling everything you’ve already done so far - see if there is a difference. Just in case something is hanging in memory.

9

Have you tried doing a Scan & Repair from the Blizzard Launcher?

10

I have just revisited the shop, and was able to make a successful purchase.

I am still uncertain as to how this issue was resolved–perhaps I did simply need to close out of any overlays, like Discord or NVIDIA–but I thank everyone present for their helpful advice!

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