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Contributor
Posts: 11
Registered: ‎04-28-2013
My Device: Z10
My Carrier: Orange

Urgent: Users Unable To Purchase Virtual Goods

We have a live app on BB World where users are unable to purchase virtual goods.  We are losing out on a lot of potential revenue - this is a very serious "bug".

 

There error occurs after either the user attempts to purchase a virtual good / download a paid app, after the phone asks to verify the user's BB ID. It then gets the payment details and then shows the following error:

 

"Terms of Sale: Failed to Load (500)"

 

 

Here is a link to a screenshot:

https://dl.dropboxusercontent.com/u/14491090/ringtones-error%20(1).jpg

 

The app in question's ID is: 25266896

 

vendor id 59434

 

When tested the virtual goods both locally / via sandbox and via these methods the purchase works well.

Any user outside the sandbox is unable to purchase the virtual goods within the app.

 

Please help!! We have tried contacting vendor support multiple times over the last 10 days, but we have yet to receive any detailed response.  This is a really urgent and critical bug that is resulting in loss of revenue.

 

 

Retired
Posts: 2,559
Registered: ‎10-16-2009
My Device: BlackBerry Z10
My Carrier: Bell

Re: Urgent: Users Unable To Purchase Virtual Goods

Hi and welcome to the forums! The forums are the place where you can ask technical questions, vendor support is typically used for questions related to the portal only.

 

I have not heard reports of this issue apart from your post/tweet. At what point during the purchase process does this error occur? 

Which device OS version(s) has this been reproduced on?

Can you reproduce this issue yourself?

Do you know of any successful purchases being made?

Which SDK and version was used to create this app?

Garett
@garettBeuk
--
Goodbye everybody!
Contributor
Posts: 26
Registered: ‎03-19-2013
My Device: Z10
My Carrier: WiFi

Re: Urgent: Users Unable To Purchase Virtual Goods

Hi Garret,

 

You were actually assigned to help me out on the "update customer info" bug a few weeks back. Thanks for taking care of that :smileyhappy:

 

Here are the details of the new bug:

 

1.This error seems to be occurring after the user confirms his payment details.

2. Our test device is a Z10 but we have not been able to reproduce this issue. Our user is a sandbox user and everything seems to work smoothly on our device.

3. There have not been any successful purchases made since the apps release.

4. Since the apps release we are getting many many emails from users telling us that the they can not purchase any of the virtual goods and that they are receving error messages when attempting to purchase the IAPs.

5. Native SDK 10.0.9.1673. QNX Momentics. I have used this development environment to build all of our other apps and none of them seem to have any issues...

 

I hope this helps.

 

If you have any other questions/comments dont hesitate to ask.

 

Thanks

Sol

Retired
Posts: 2,559
Registered: ‎10-16-2009
My Device: BlackBerry Z10
My Carrier: Bell

Re: Urgent: Users Unable To Purchase Virtual Goods

"Our test device is a Z10 but we have not been able to reproduce this issue. Our user is a sandbox user and everything seems to work smoothly on our device."

If you remove your user from the sandbox can you reproduce?

 

Are all digital goods approved and listed as "Up For Sale" in your vendor portal?

Garett
@garettBeuk
--
Goodbye everybody!
Contributor
Posts: 26
Registered: ‎03-19-2013
My Device: Z10
My Carrier: WiFi

Re: Urgent: Users Unable To Purchase Virtual Goods

I just removed myself from the sandbox and reproduced the bug:

 

payment_error.png

 

This actually happens after entering my BB password and before displaying payment information.

 

All Digital good are approved and listed as "up for sale":IAPS.png

Retired
Posts: 2,559
Registered: ‎10-16-2009
My Device: BlackBerry Z10
My Carrier: Bell

Re: Urgent: Users Unable To Purchase Virtual Goods

Thanks for confirming! Could you send me the logs off your device? 

Please also specify the OS version.

Garett
@garettBeuk
--
Goodbye everybody!
Contributor
Posts: 26
Registered: ‎03-19-2013
My Device: Z10
My Carrier: WiFi

Re: Urgent: Users Unable To Purchase Virtual Goods

BlackBerry Z10

STL100-2

Software release: 10.0.10.90

OS Version: 10.0.10.690

 

I just sent the log to your email.

 

If you have any other questions please let me know.

 

Thanks again,

 

Sol

 

Retired
Posts: 2,559
Registered: ‎10-16-2009
My Device: BlackBerry Z10
My Carrier: Bell

Re: Urgent: Users Unable To Purchase Virtual Goods

Hi Sol,

 

We've been investigating this issue internally as well and found a possible workaround, can you go into your vendor portal, open each Virtual Good in edit mode and Save them without modifying?

 

This should cause the BlackBerry World server to refresh cache of your goods. It can take a few hours to clear for the device so please try this out then wait a few hours and re-test then let me know if it works.

 

Note we have been able to reproduce this issue internally as well, so we will keep testing in tandem.

Garett
@garettBeuk
--
Goodbye everybody!
Contributor
Posts: 26
Registered: ‎03-19-2013
My Device: Z10
My Carrier: WiFi

Re: Urgent: Users Unable To Purchase Virtual Goods

Thanks for the quick response. I just re-saved each good. In a few hours I will test again and post my results here.

 

Thanks.

Sol

Contributor
Posts: 11
Registered: ‎04-28-2013
My Device: Z10
My Carrier: Orange

Re: Urgent: Users Unable To Purchase Virtual Goods

We tried purchasing the iaps after saving iaps again in the vendor portal as you suggested, however we still get the same error!

 

Please advise.