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Posted - 2004.08.12 19:24:00 -
[151]
Well I have been using American Express for ages without a problem until now. :(
I am getting the invalidated cared message and 3 of my 4 accounts are now suspended.
I checked with Amex and they said that the payment request was presented and then REVERSED by the BILLING people .. not rejected by Amex as all is ok with my account!! 
They checked my July statement and saw that this had happened loads of times last month before the payment request finally reached my account to be paid. If that isn't a problem with the billing system i don't know what is!!
I also trade a lot on e-bay (not eve stuff before you start!  ) so thought I would use my Paypal account just this once so I could continue to play whilst this was sorted.
Went through ok until the Paypal details came up when it said I was a new user with ú12.00 in my account and unverified!! ... I have only been using it for about 2 years and have been verified almost as long and the balance is slightly more than ú12.00 I can assure you!! ( Did you spot the sarcasm there? )
Come on CCP get your act together or a lot of people will walk even if they don't want to.
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bratar
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Posted - 2004.08.12 19:24:00 -
[152]
Well I have been using American Express for ages without a problem until now. :(
I am getting the invalidated cared message and 3 of my 4 accounts are now suspended.
I checked with Amex and they said that the payment request was presented and then REVERSED by the BILLING people .. not rejected by Amex as all is ok with my account!!
They checked my July statement and saw that this had happened loads of times last month before the payment request finally reached my account to be paid. If that isn't a problem with the billing system i don't know what is!!
I also trade a lot on e-bay (not eve stuff before you start! ) so thought I would use my Paypal account just this once so I could continue to play whilst this was sorted.
Went through ok until the Paypal details came up when it said I was a new user with ú12.00 in my account and unverified!! ... I have only been using it for about 2 years and have been verified almost as long and the balance is slightly more than ú12.00 I can assure you!! ( Did you spot the sarcasm there? )
Come on CCP get your act together or a lot of people will walk even if they don't want to.
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Commander Krager
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Posted - 2004.08.13 09:10:00 -
[153]
Just in case u have one they take visa electron card..
even if u r in uk..
it worked for me 
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Commander Krager
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Posted - 2004.08.13 09:10:00 -
[154]
Just in case u have one they take visa electron card..
even if u r in uk..
it worked for me
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Urkle
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Posted - 2004.08.15 06:26:00 -
[155]
I just got hit with this tonight. I played the free trial, and after a week I decided I liked the game so well that I'd play 2 aco****s on 2 machines, so I fired up a 2nd trial account. Now here's what makes this so frustrating:
About a week ago I payed for my 1st account with my Visa card with no troubles at all. Tonight my 2nd trial account expired, and the VERY card that worked just fine a week ago will ont go through tonight. I've tried the suggested fixes here to no avail. Why would it work last week and not tonight?
This is very aggravating, and I hope it gets fixed very soon. I've tailored my characters to work together, I'm not happy about losing half the team. |
Urkle
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Posted - 2004.08.15 06:26:00 -
[156]
I just got hit with this tonight. I played the free trial, and after a week I decided I liked the game so well that I'd play 2 aco****s on 2 machines, so I fired up a 2nd trial account. Now here's what makes this so frustrating:
About a week ago I payed for my 1st account with my Visa card with no troubles at all. Tonight my 2nd trial account expired, and the VERY card that worked just fine a week ago will ont go through tonight. I've tried the suggested fixes here to no avail. Why would it work last week and not tonight?
This is very aggravating, and I hope it gets fixed very soon. I've tailored my characters to work together, I'm not happy about losing half the team. |
Moklor Vok
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Posted - 2004.08.16 01:33:00 -
[157]
I tried to reactivate an account that I canceled in Feb of this year and ran into this problem. Not realizing that it was an issue I diligently checked all of my entries...tried a debit card...tried 2 regular credit cards. All to no avail.
Interestingly enough, I was able to start the free 14 day trial from MMORPG.com and started to play.
I hope they will at least respond to my support request before that time. I would have preferred to react my old account rather than starting a new one. But...who knows...maybe this one will be dead in two weeks anyhow. 
And... yes..I did try the suggestions in the Credit Card problem threads...they don't work. 
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Moklor Vok
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Posted - 2004.08.16 01:33:00 -
[158]
I tried to reactivate an account that I canceled in Feb of this year and ran into this problem. Not realizing that it was an issue I diligently checked all of my entries...tried a debit card...tried 2 regular credit cards. All to no avail.
Interestingly enough, I was able to start the free 14 day trial from MMORPG.com and started to play.
I hope they will at least respond to my support request before that time. I would have preferred to react my old account rather than starting a new one. But...who knows...maybe this one will be dead in two weeks anyhow.
And... yes..I did try the suggestions in the Credit Card problem threads...they don't work.
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Moklor Vok
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Posted - 2004.08.16 08:35:00 -
[159]
Good news! I have already had a response from a GM (Rend I believe it was). I hope they will have me warping across the galaxy soon.
*crosses fingers*
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Moklor Vok
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Posted - 2004.08.16 08:35:00 -
[160]
Good news! I have already had a response from a GM (Rend I believe it was). I hope they will have me warping across the galaxy soon.
*crosses fingers*
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Dane
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Posted - 2004.08.16 11:05:00 -
[161]
Woot! They DID get my account reactivated while this is being resolved. That is a good thing. There is hope people!
Looking for someone to make me a sig banner. Please eve-mail me :) No ridiculous offers need apply. |
Dane
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Posted - 2004.08.16 11:05:00 -
[162]
Woot! They DID get my account reactivated while this is being resolved. That is a good thing. There is hope people!
Looking for someone to make me a sig banner. Please eve-mail me :) No ridiculous offers need apply. |
Evineem
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Posted - 2004.08.16 12:43:00 -
[163]
Mines working too now
- He Who Fears Death Is In Denial, For Death Is Promised - |
Evineem
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Posted - 2004.08.16 12:43:00 -
[164]
Mines working too now
- He Who Fears Death Is In Denial, For Death Is Promised - |
Tolkh
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Posted - 2004.08.16 15:50:00 -
[165]
I got mine to work too just now. I did what Nigni said :
Few minutes ago i decide to try again but using my account itself, dont click oin the big logo "modify an existing account".
Go to account management then click on subscription details. your account should be inactive just click on the link near payment type and fill the form. And voila its working....
However I had petitioned the problem this weekend so maybe they are the one who fixed it, who knows... If you guys didn't fixe my problem then I suggest you look into why the steps above worked and the Extend link didn't .
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Tolkh
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Posted - 2004.08.16 15:50:00 -
[166]
I got mine to work too just now. I did what Nigni said :
Few minutes ago i decide to try again but using my account itself, dont click oin the big logo "modify an existing account".
Go to account management then click on subscription details. your account should be inactive just click on the link near payment type and fill the form. And voila its working....
However I had petitioned the problem this weekend so maybe they are the one who fixed it, who knows... If you guys didn't fixe my problem then I suggest you look into why the steps above worked and the Extend link didn't .
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Jenni Exxon
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Posted - 2004.08.16 17:47:00 -
[167]
"Dear GMs" ..
I¦ve not recived ANY help or answers after almost 1 MONTH , my
real account is Dreez - this is just a 14-day trial account
that i activated so i would be able to use the forums.
I have changed Creditcard, there is money in the bank, im not
putting in wrong digits , all information is correct and verified.
But i still get errors , cannot reactivate my account.
So after 1 month , still no help, no answer, no playing.
Once again, my REAL account is: Dreez - Omega Corporation.
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Jenni Exxon
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Posted - 2004.08.16 17:47:00 -
[168]
"Dear GMs" ..
I¦ve not recived ANY help or answers after almost 1 MONTH , my
real account is Dreez - this is just a 14-day trial account
that i activated so i would be able to use the forums.
I have changed Creditcard, there is money in the bank, im not
putting in wrong digits , all information is correct and verified.
But i still get errors , cannot reactivate my account.
So after 1 month , still no help, no answer, no playing.
Once again, my REAL account is: Dreez - Omega Corporation.
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Ruiz Mateos
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Posted - 2004.08.16 21:10:00 -
[169]
Woot !.Mines work now too!
Im not a carebear! NO!NO!NO! AND NO! |
Ruiz Mateos
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Posted - 2004.08.16 21:10:00 -
[170]
Woot !.Mines work now too!
Im not a carebear! NO!NO!NO! AND NO! |
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Dane
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Posted - 2004.08.18 11:48:00 -
[171]
It seems that some are getting reactivated now, which is good. Here is the last bit of information they sent me, and what you should provide in your petition to get quick action:
I'm sorry, but we don't have a phone number you can call. The problem is lies with our credit card servie providor. We need those information we asked about earlier, then we can contact our service provider and clear this with them.
I have opened your account for 10 days, that ought to be enough time for us to fix this. If you can now send us the information we need:
1. The last six digits of your credit card number
2. The type of card (VISA or Mastercard)
3. The name of the bank which issued the card
4. The expiry date of the card
If you can recall the error you got when you tried registering the account, it could also be of help.
If you need further assistance, please don't hesitate to contact us again. We'll do all we can to help.
Best regards,
[GM]Q
The EVE Online Customer Support Team
So...that's it...If you are still having trouble getting activated...submit a petition with the above information and they should take care of it...if nothing else, activate you for 10 days as they did me, while they get it all sorted out. It was totally unexpected given what I have been reading in this thread.
Good luck!
Looking for someone to make me a sig banner. Please eve-mail me :) No ridiculous offers need apply. |
Dane
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Posted - 2004.08.18 11:48:00 -
[172]
It seems that some are getting reactivated now, which is good. Here is the last bit of information they sent me, and what you should provide in your petition to get quick action:
I'm sorry, but we don't have a phone number you can call. The problem is lies with our credit card servie providor. We need those information we asked about earlier, then we can contact our service provider and clear this with them.
I have opened your account for 10 days, that ought to be enough time for us to fix this. If you can now send us the information we need:
1. The last six digits of your credit card number
2. The type of card (VISA or Mastercard)
3. The name of the bank which issued the card
4. The expiry date of the card
If you can recall the error you got when you tried registering the account, it could also be of help.
If you need further assistance, please don't hesitate to contact us again. We'll do all we can to help.
Best regards,
[GM]Q
The EVE Online Customer Support Team
So...that's it...If you are still having trouble getting activated...submit a petition with the above information and they should take care of it...if nothing else, activate you for 10 days as they did me, while they get it all sorted out. It was totally unexpected given what I have been reading in this thread.
Good luck!
Looking for someone to make me a sig banner. Please eve-mail me :) No ridiculous offers need apply. |
Rimmer LaserAce
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Posted - 2004.08.30 04:17:00 -
[173]
This game is absolutely doomed to fail, no matter how great it might be. When the company is this indifferent about making it easy for customers to open an account, how could they possibly care about anything else?
I tried to extend my trial account also, after cancelling the account I ordered through Gamespy because of more "customer unfriendliness". CCP gave me no way of adding my new account key to my trial account, so I had to cancel it. They could have simply had a spot on the account page, where you enter an account key from a purchase or an actual CD case, that converts your trial account to subscription, but once again, they could care less. They're response time for customer support is estimated at 3 to 4 days right now. WHAT??? Are you kidding me? This has to be the absolute worst customer service I have ever heard of, and with such a small subscriber base, there is simply no excuse.
After cancelling the other account, I tried using my Mastercard debit card, that I have used to play virtually every MMOG out there, and it said your credit card could not be verified. Is this a joke? Do you people at CCP honestly want to block future subscribers like this? This initial post is well over a month old now, and there is still not a single resolution to the problem from CCP. Absolutely unacceptable. If I were running CCP, I would immediately fire everyone even remotely involved in billing or the credit card transaction department, and get some real professionals to streamline the interface, and actually accept debit cards. You know, bring in a customer friendly system that companies that actually want to be successful and make money use. The people running the billing are probably costing the company 10 times their salaries per year in lost subscriptions, because of their sheer incompetence.
How do you expect your game to survive for even one more year, when you lose possibly hundreds of thousands in revenue in accounts that never switched from trial because of this problem that you choose to ignore. How many people I wonder, tried to extend their account, had the same problem, and just simply said forget it, without even asking for help? I would bet in the hundreds. Many, many people use debit cards exclusively, to make their online transactions with. To force people to use a credit card, or pay in inconvienient and more expensive ways is ludicrous.
The MMOG market is getting larger and larger each month. I want to stick with a community, where the people running the game do a tremendous job of attracting and retaining subscribers. Good customer support and service is also crucial for me, and many other gamers. I don't see either happening here, and it's a shame. I talked to a GM in game earlier about my problem, he gave me absolutely zero advice or help, said to submit my problem to the eve website, and the response time is 3 to 4 days. I told him my trial expired today though, and he says, have a nice day. Arrogance and incompetence, great what a combo. How do the people that create these games, decide on the support and payment/subscription staff? These people obviously care zero about the game, and only about their personal paycheck. Get some people in there that care.
It looks like I'll be bidding a fond farewell to Eve over this, because I am not subscribing if I can't use my debit card. It depresses me too, because I was more excited about this MMOG, than any I have tried in the last several months. If the company is this indifferent about me being a paying customer though, and offers no way for me to easily turn my trial account into a subscription account, why should I care about ever paying them?
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Rimmer LaserAce
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Posted - 2004.08.30 04:17:00 -
[174]
This game is absolutely doomed to fail, no matter how great it might be. When the company is this indifferent about making it easy for customers to open an account, how could they possibly care about anything else?
I tried to extend my trial account also, after cancelling the account I ordered through Gamespy because of more "customer unfriendliness". CCP gave me no way of adding my new account key to my trial account, so I had to cancel it. They could have simply had a spot on the account page, where you enter an account key from a purchase or an actual CD case, that converts your trial account to subscription, but once again, they could care less. They're response time for customer support is estimated at 3 to 4 days right now. WHAT??? Are you kidding me? This has to be the absolute worst customer service I have ever heard of, and with such a small subscriber base, there is simply no excuse.
After cancelling the other account, I tried using my Mastercard debit card, that I have used to play virtually every MMOG out there, and it said your credit card could not be verified. Is this a joke? Do you people at CCP honestly want to block future subscribers like this? This initial post is well over a month old now, and there is still not a single resolution to the problem from CCP. Absolutely unacceptable. If I were running CCP, I would immediately fire everyone even remotely involved in billing or the credit card transaction department, and get some real professionals to streamline the interface, and actually accept debit cards. You know, bring in a customer friendly system that companies that actually want to be successful and make money use. The people running the billing are probably costing the company 10 times their salaries per year in lost subscriptions, because of their sheer incompetence.
How do you expect your game to survive for even one more year, when you lose possibly hundreds of thousands in revenue in accounts that never switched from trial because of this problem that you choose to ignore. How many people I wonder, tried to extend their account, had the same problem, and just simply said forget it, without even asking for help? I would bet in the hundreds. Many, many people use debit cards exclusively, to make their online transactions with. To force people to use a credit card, or pay in inconvienient and more expensive ways is ludicrous.
The MMOG market is getting larger and larger each month. I want to stick with a community, where the people running the game do a tremendous job of attracting and retaining subscribers. Good customer support and service is also crucial for me, and many other gamers. I don't see either happening here, and it's a shame. I talked to a GM in game earlier about my problem, he gave me absolutely zero advice or help, said to submit my problem to the eve website, and the response time is 3 to 4 days. I told him my trial expired today though, and he says, have a nice day. Arrogance and incompetence, great what a combo. How do the people that create these games, decide on the support and payment/subscription staff? These people obviously care zero about the game, and only about their personal paycheck. Get some people in there that care.
It looks like I'll be bidding a fond farewell to Eve over this, because I am not subscribing if I can't use my debit card. It depresses me too, because I was more excited about this MMOG, than any I have tried in the last several months. If the company is this indifferent about me being a paying customer though, and offers no way for me to easily turn my trial account into a subscription account, why should I care about ever paying them?
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Ulthar
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Posted - 2004.08.30 07:22:00 -
[175]
Hmmm, I wonder if they do have "billing staff" or if it is supposed to be fully automated so they don't have to hire anyone specifically for that? It could be that everyone has been working on Shiva and the Castor instability problems, and answering petitions by the hundreds and not leaving time for solving this. I've not heard any mention of dedicated staff to this issue, and I suspect that might be part of the problem.
I also suspect that their whole billing system is buggy, and it's not just one problem. I've seen several different solutions posted, and they all work for some people. What is so frustrating is that we have to do this troubleshooting for them. Did they write the code for the billing system themselves or buy it from a vendor? And if it came from a vendor, what kind of support came with it, or was it "as is"? Things to consider for anyone thinking about starting up an internet-based business.
Also, I used to sell Thompson Consumer Electronics products (RCA etc). For everyone ready to bash CCP for having no customer service number, I will tell you that TCE and many others no longer have telephone numbers for this. I looked literally for days trying to find them for customers, but even tremendously large corps have done away with them. So CCP is not alone at relegating customer service to email only. This does not excuse them and they must still answer to a rightfully upset customer base, but it shows that this is not a "small corp" issue exclusively.
Ulthar
Now with new, improved Night Hawks Corp power!!! |
Ulthar
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Posted - 2004.08.30 07:22:00 -
[176]
Hmmm, I wonder if they do have "billing staff" or if it is supposed to be fully automated so they don't have to hire anyone specifically for that? It could be that everyone has been working on Shiva and the Castor instability problems, and answering petitions by the hundreds and not leaving time for solving this. I've not heard any mention of dedicated staff to this issue, and I suspect that might be part of the problem.
I also suspect that their whole billing system is buggy, and it's not just one problem. I've seen several different solutions posted, and they all work for some people. What is so frustrating is that we have to do this troubleshooting for them. Did they write the code for the billing system themselves or buy it from a vendor? And if it came from a vendor, what kind of support came with it, or was it "as is"? Things to consider for anyone thinking about starting up an internet-based business.
Also, I used to sell Thompson Consumer Electronics products (RCA etc). For everyone ready to bash CCP for having no customer service number, I will tell you that TCE and many others no longer have telephone numbers for this. I looked literally for days trying to find them for customers, but even tremendously large corps have done away with them. So CCP is not alone at relegating customer service to email only. This does not excuse them and they must still answer to a rightfully upset customer base, but it shows that this is not a "small corp" issue exclusively.
Ulthar
Now with new, improved Night Hawks Corp power!!! |
Thraxll
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Posted - 2004.08.30 10:59:00 -
[177]
Edited by: Thraxll on 30/08/2004 11:02:14
 Originally by: Rimmer LaserAce
They're response time for customer support is estimated at 3 to 4 days right now. WHAT??? Are you kidding me? This has to be the absolute worst customer service I have ever heard of
I take it you never played Everquest
I had a 3 year-old character just disappear from my EQ account one day and it took them a MONTH to get it fixed, and that was with me calling their long distance "support" number every few days (and no, I wasn't reimbursed for lost time). 3-4 days for a petition response is nothing to me, in EQ the prevailing wisdom was "don't even bother petitioning" 
EDIT: I had the same credit card problem when I activated my trials, BTW. It was fixed in 2-3 days for me. Not bad at all in the opinion of a former SOE victim.
"The long and short of it is that this game, or any game, is either going to be a kindergarten where it's safe and cuddly and secure and you can play with plush tigers, or it will be a harsh place, harsh but interesting and interesting because harsh, where you must take risks to succeed and so must everyone, since victory is tasteless without danger." - Raivn Akhama
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Thraxll
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Posted - 2004.08.30 10:59:00 -
[178]
Edited by: Thraxll on 30/08/2004 11:02:14
Originally by: Rimmer LaserAce
They're response time for customer support is estimated at 3 to 4 days right now. WHAT??? Are you kidding me? This has to be the absolute worst customer service I have ever heard of
I take it you never played Everquest
I had a 3 year-old character just disappear from my EQ account one day and it took them a MONTH to get it fixed, and that was with me calling their long distance "support" number every few days (and no, I wasn't reimbursed for lost time). 3-4 days for a petition response is nothing to me, in EQ the prevailing wisdom was "don't even bother petitioning"
EDIT: I had the same credit card problem when I activated my trials, BTW. It was fixed in 2-3 days for me. Not bad at all in the opinion of a former SOE victim.
"The long and short of it is that this game, or any game, is either going to be a kindergarten where it's safe and cuddly and secure and you can play with plush tigers, or it will be a harsh place, harsh but interesting and interesting because harsh, where you must take risks to succeed and so must everyone, since victory is tasteless without danger." - Raivn Akhama
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