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twentyTREE
Stadia Player
Stadia Player

I preordered HUMANKIND but stadia says i have to pay

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In April I preordered HUMANKIND:

Photo of the preorder in aprilPhoto of the preorder in april

 

After that every time I look for HUMANKIND in the store it correctly said that I have preordered it (as it says it now, it's today' screen):

Screenshot 2021-08-17 at 17.02.11.png

 

But when I click on the game it says that I have to pay:

Screenshot 2021-08-17 at 17.02.19.png

 

 

What do I have to do? It's because of something I did wrong? The game comes out after here in Europe? Even if I can buy it?

Can someone help me? 

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Best Response
AndroiFy
Platinum Stadia Guide
Platinum Stadia Guide

Hi @twentyTREE 

The first transaction is a temporary charges:

I pre-ordered a game. When will my payment method be charged?

After you pre-order a game or add-on, a payment authorization will be placed on the payment method you used for the pre-order. This payment authorization is a temporary charge. After a few business days, the charge should be released and the funds returned to your account.

https://support.google.com/stadia/answer/9580659?hl=en#zippy=%2Cpre-order-faq

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Ivan
Platinum Stadia Guide
Platinum Stadia Guide

@twentyTREE The game is already out so if you pre-ordered you should already have access. Can you check your order history and see if the transaction is there? All I can think right now is that your pre-ordered got cancelled somehow. 

Can you try going to the link below while logged in using your Stadia account? Do you see your purchase there?

https://play.google.com/store/account/orderhistory 

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Stadia Guides are not employed by Google. Opinions are my own.

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12 Replies
AndroiFy
Platinum Stadia Guide
Platinum Stadia Guide

Hi @twentyTREE 

The first transaction is a temporary charges:

I pre-ordered a game. When will my payment method be charged?

After you pre-order a game or add-on, a payment authorization will be placed on the payment method you used for the pre-order. This payment authorization is a temporary charge. After a few business days, the charge should be released and the funds returned to your account.

https://support.google.com/stadia/answer/9580659?hl=en#zippy=%2Cpre-order-faq

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Ivan
Platinum Stadia Guide
Platinum Stadia Guide

@twentyTREE The game is already out so if you pre-ordered you should already have access. Can you check your order history and see if the transaction is there? All I can think right now is that your pre-ordered got cancelled somehow. 

Can you try going to the link below while logged in using your Stadia account? Do you see your purchase there?

https://play.google.com/store/account/orderhistory 

------------------------------------------------------------------------------------------
Stadia Guides are not employed by Google. Opinions are my own.
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twentyTREE
Stadia Player
Stadia Player

Hi, @Ivan I think that @AndroiFy is right.

Because a few days ago when I went into my bank account there wasn’t a real payment. 
In April, thinking that I had already paid, I hadn't thought about it anymore. 

Recently I found this in my emails:

twentyTREE_0-1629537893375.png

 

At that moment I didn't have enough money, so stadia couldn't make the payment.

But, my fault, because I didn't notice the email.

 

But anyway, thank you Ivan, and everyone for your help.

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Ivan
Platinum Stadia Guide
Platinum Stadia Guide

@twentyTREE thanks for the info. At least now we know that it was due to payment issue, so that makes a lot more sense. At least it wasn't cancelled.

Im curious though, since you have the option to 'fix or retry'. Did you try that route? I wonder if you can still get the preorder bonus if you go fix your payment info and keep your order.

------------------------------------------------------------------------------------------
Stadia Guides are not employed by Google. Opinions are my own.
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twentyTREE
Stadia Player
Stadia Player

Hi @Ivan,  thank you very much. No, I don't think I'll try to redeem it in some way. Just because I don't have a lot of time in this period, so fewer temptations I have and the better is. 

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AndroiFy
Platinum Stadia Guide
Platinum Stadia Guide

Thanks for sharing, look like the same behaviour when pre-ordering a device from Google Store: Authorization first and then when the shipping start, real transaction, but in the bank statements looks like a double transaction, you'll need the balance to see if the money were removed or no.

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Dimsedane
Founder
Founder

My preorder was cancelled in the same way, support told me it is a known issue 

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Ivan
Platinum Stadia Guide
Platinum Stadia Guide

@Dimsedane Did you change method of payment since you pre-ordered the game? Or maybe your credit/debit card expired? Or are there any other changes? Trying to think what would be causing your order to get cancelled.

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Stadia Guides are not employed by Google. Opinions are my own.
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Dimsedane
Founder
Founder

Not at all, in fact bought doom on sale a few days ago. Sounded like it happened to a large number of people. 

The mail I got mentioned that either the problem was with the payment method, which should not be the case, or the product is no longer available. I am thinking there was an issue when all the preorder went through for everyone and the system thought it was unavailable 

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Ivan
Platinum Stadia Guide
Platinum Stadia Guide

@Dimsedane Yeah I did notice a few other people are experiencing the same thing. This has happened in the past (a different game.. I forgot which one), and someone reported that by contacting support, they were able to re-create the transaction which enable them to claim pre-order bonus.

You mentioned you contacted support as well, so I was just wondering if this is the same case for you?

------------------------------------------------------------------------------------------
Stadia Guides are not employed by Google. Opinions are my own.
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Dimsedane
Founder
Founder

Yes, they said it was a know issue they were working on it an would get back to me, so crossing my fingers it will be soon :crossed_fingers:

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AndroiFy
Platinum Stadia Guide
Platinum Stadia Guide

Thanks for sharing!

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