Unable to login as SoE seem to have cancelled my sub two weeks into cycle [Archive]

Tauron

09-14-2009, 05:12 AM

This just happened to my wife and me too...We paid our subscription 2 weeks ago and now we get the same error, no subscription available <img src="/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" alt="SMILEY" />I cannot find how to contact soe support about this issue, does anybody have a link? (besides <a href="http://www.station.sony.com/support">www.station.sony.com/support</a>)Can I just resubscribe or will that make me pay again for already paid time?Thanks in advance.

pedigr

09-14-2009, 07:13 AM

Whatever you do, DONT pay again. Thats just paying them twice and SoE policy is NEVER to give a refund. Theyre so strict on that policy that they have people there dedicated to getting chargebacks reversed. Youve paid for a month and by the sound of other threads, the systems are so borked, that I doubt if you could resub, even if you wanted to pay twice.

beastwarri

09-14-2009, 08:42 AM

any update on this matter?

Schwarzblut

09-14-2009, 09:59 AM

i have the same problem. Cant login since yesterday. My Account is closed without any reason or notification. subscription is paid until end of this month.Can we please get any official information about this matter?

Kincaid

09-14-2009, 11:15 AM

Myself and a friend are both effected. We were both booted out of game at 6pm UK time, 10am PDT, and refused to let us back in with a pop up message saying we do not have a active subscription, and we are both paid up to the end of the month. I know I was paid up to the 27th.

Crapule

09-14-2009, 11:45 AM

I have that problem too, I would love some official information about this... <img src="/eq2/images/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" />

Zuiya

09-14-2009, 02:00 PM

I have this problem too.Now I demand to know why this is.

Burrick

09-14-2009, 03:00 PM

Same, a great welcome back in the first 2 weeks in 2 years back lolCome on SoE fix this and let me back in!

jetandr

09-14-2009, 03:13 PM

Same problem here for me, hope we get a response soon.

freeSpirit

09-14-2009, 03:22 PM

Same problem here, paid on 29 august for 1 month and my subscription seems to be closed. No clue why. Trying to contact customer support (fingers crossed) and waiting in a queue. Pls give some official answer here already so we have an idea what is going on.Edit: seems I can get in now. However, too late for the raid <img src="/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" alt="SMILEY" />

pedigr

09-14-2009, 03:34 PM

Greetings, We apologize for the errors you have encountered attempting to register or play our games. Upon further investigation, it seem that the issue was temporary and should be resolved at this time. If your issue has not been resolved, then please respond back and we will gladly assist you further. We apologize for the inconvenience. Regards, Phil R. Technical Support Representative Sony Online Entertainment But Ive had enough of this already and cancelled my three accounts

TSR-DanielH

09-14-2009, 03:50 PM

Greetings,According to the information I have received, there was an issue with global collect that closed out some subscriptions. We ran a script to correct the problem this morning and everyone should be able to log in again. Please let me know if that is not the case.

pedigr

09-14-2009, 04:40 PM

You run automated processes like this on a Saturday morning where there are no support staff on? Thats hardly a smart idea is it

Barx

09-14-2009, 04:43 PM

<cite>pedigree wrote:</cite><blockquote>You run automated processes like this on a Saturday morning where there are no support staff on? Thats hardly a smart idea is it</blockquote>Today in the US is Monday. So I don't know where you get them running automated processes "on a Saturday morning" from.And based on what they said, the issue was with global collect, which is not a SOE company.

pedigr

09-14-2009, 04:49 PM

<cite>Barx@Antonia Bayle wrote:</cite><blockquote><cite>pedigree wrote:</cite><blockquote>You run automated processes like this on a Saturday morning where there are no support staff on? Thats hardly a smart idea is it</blockquote>Today in the US is Monday. So I don't know where you get them running automated processes "on a Saturday morning" from.And based on what they said, the issue was with global collect, which is not a SOE company.</blockquote>This started on Saturday and if SoE cant maintain their own customer databases, i think they need to do something. Now , why would global connect be able to tell soe to disable my account?

Barx

09-14-2009, 04:56 PM

<cite>pedigree wrote:</cite><blockquote>This started on Saturday and if SoE cant maintain their own customer databases, i think they need to do something</blockquote>SOE did nothing at fault. Look at DanielH's post: it was Global Collect (a middleman company who takes your money and then gives it to SOE) who closed all your accounts, not any kind of automated script of SOE's.It was SOE's script that they ran (on Monday) to fix folks that had been affected by Global Collect's error.At least place the blame where it belongs.

pedigr

09-14-2009, 05:04 PM

<cite>Barx@Antonia Bayle wrote:</cite><blockquote><cite>pedigree wrote:</cite><blockquote>This started on Saturday and if SoE cant maintain their own customer databases, i think they need to do something</blockquote>SOE did nothing at fault. Look at DanielH's post: it was Global Collect (a middleman company who takes your money and then gives it to SOE) who closed all your accounts, not any kind of automated script of SOE's.It was SOE's script that they ran (on Monday) to fix folks that had been affected by Global Collect's error.At least place the blame where it belongs.</blockquote>At SoE. they blindly trust GC, why not blame them? GC took my money two weeks ago, why are they progressing my account mind subscription? I blame SoE for giving GC the power, without question, do to what they want to our accounts.I think SoE owes us more than just a "oh well, it happened"Not even an apology in thread

Barx

09-14-2009, 05:11 PM

<cite>pedigree wrote:</cite><blockquote>At SoE. they blindly trust GC, why not blame them? GC took my money two weeks ago, why are they progressing my account mind subscription? I blame SoE for giving GC to power, without question, do to what they want to our accounts.I think SoE owes us more than just a "oh well, it happened"Not even an apology in thread</blockquote>Many companies use other companies like GC for parts of their operations, especially outside their normal area. Are you from outside the US?Just think of it this way: the alternative may be that you could pay for a subscription that way at all. Companies cannot afford to set up their own collection networks everywhere, and thats why you have companies that specialize in doing that, like GC.And I doubt they have the power to 'do what they want' to your account. All they likely control is billing issues: and apparently they reported some folks as not paying for or cancelling their subscription.But anyway, if you want to quit over a few days downtime, go ahead. But don't hold that like it's a threat, SOE hears that on these boards so often it probably barely provokes a yawn.

pedigr

09-14-2009, 05:31 PM

<cite>Barx@Antonia Bayle wrote:</cite><blockquote><cite>pedigree wrote:</cite><blockquote>At SoE. they blindly trust GC, why not blame them? GC took my money two weeks ago, why are they progressing my account mind subscription? I blame SoE for giving GC to power, without question, do to what they want to our accounts.I think SoE owes us more than just a "oh well, it happened"Not even an apology in thread</blockquote>Many companies use other companies like GC for parts of their operations, especially outside their normal area. Are you from outside the US?Just think of it this way: the alternative may be that you could pay for a subscription that way at all. Companies cannot afford to set up their own collection networks everywhere, and thats why you have companies that specialize in doing that, like GC.And I doubt they have the power to 'do what they want' to your account. All they likely control is billing issues: and apparently they reported some folks as not paying for or cancelling their subscription.But anyway, if you want to quit over a few days downtime, go ahead. But don't hold that like it's a threat, SOE hears that on these boards so often it probably barely provokes a yawn.</blockquote>I have to agree with you on one point, SoE dosent care what the customers think

Wingrider01

09-14-2009, 05:50 PM

<cite>pedigree wrote:</cite><blockquote><cite>Barx@Antonia Bayle wrote:</cite><blockquote><cite>pedigree wrote:</cite><blockquote>You run automated processes like this on a Saturday morning where there are no support staff on? Thats hardly a smart idea is it</blockquote>Today in the US is Monday. So I don't know where you get them running automated processes "on a Saturday morning" from.And based on what they said, the issue was with global collect, which is not a SOE company.</blockquote>This started on Saturday and if SoE cant maintain their own customer databases, i think they need to do something. Now , why would global connect be able to tell soe to disable my account?</blockquote>They told SOE to close your account by refusing to honor a payment request or returning a billing code that indicates the account you are trying to pay from is closed. No payment recieved from the bill from service to be processed = automaticly closed account. In other industries it generates a late charge or interest charge it that occursPayment processing has been automated for decades, so it is not a experimental process

Wingrider01

09-14-2009, 05:54 PM

<cite>pedigree wrote:</cite><blockquote><cite>Barx@Antonia Bayle wrote:</cite><blockquote><cite>pedigree wrote:</cite><blockquote>At SoE. they blindly trust GC, why not blame them? GC took my money two weeks ago, why are they progressing my account mind subscription? I blame SoE for giving GC to power, without question, do to what they want to our accounts.I think SoE owes us more than just a "oh well, it happened"Not even an apology in thread</blockquote>Many companies use other companies like GC for parts of their operations, especially outside their normal area. Are you from outside the US?Just think of it this way: the alternative may be that you could pay for a subscription that way at all. Companies cannot afford to set up their own collection networks everywhere, and thats why you have companies that specialize in doing that, like GC.And I doubt they have the power to 'do what they want' to your account. All they likely control is billing issues: and apparently they reported some folks as not paying for or cancelling their subscription.But anyway, if you want to quit over a few days downtime, go ahead. But don't hold that like it's a threat, SOE hears that on these boards so often it probably barely provokes a yawn.</blockquote>I have to agree with you on one point, SoE dosent care what the customers think</blockquote>Why becasue Global collect errored out? Would suggest you yell at the correct source of the problem

pedigr

09-14-2009, 06:14 PM

<cite>Wingrider01 wrote:</cite><blockquote><cite>pedigree wrote:</cite>They told SOE to close your account by refusing to honor a payment request or returning a billing code that indicates the account you are trying to pay from is closed. No payment recieved from the bill from service to be processed = automaticly closed account. In other industries it generates a late charge or interest charge it that occursPayment processing has been automated for decades, so it is not a experimental process</blockquote>Reading a little bit back (well, into my account anyway) would show you that I billed my account two weeks ago. so SoE just accepted GC word that my account, which wasnt due to renewal, should be closed... with two weeks of outstanding open subscription open. So, yes SOE are at fault, for just ignoring two weeks of outstanding valid play time.Idont pay GC for a service, I pay SoE for a service, who they pay is of no issue of mine. If I sell an item in my shop and it arrived broken and I have to tell the customer that they have to wait as its broken, do you think that blame my supplier? Hell no, they blame me and in turn, i blame SoE,. You can blame who you want, I can blame who I want. Both sides are at fault but do you have recourse of action agaisnt GC? no...

ashen1973

09-14-2009, 06:22 PM

<cite>pedigree wrote:</cite><blockquote><cite>Wingrider01 wrote:</cite><blockquote><cite>pedigree wrote:</cite>They told SOE to close your account by refusing to honor a payment request or returning a billing code that indicates the account you are trying to pay from is closed. No payment recieved from the bill from service to be processed = automaticly closed account. In other industries it generates a late charge or interest charge it that occursPayment processing has been automated for decades, so it is not a experimental process</blockquote>Reading a little bit back (well, into my account anyway) would show you that I billed my account two weeks ago. so SoE just accepted GC word that my account, which wasnt due to renewal, should be closed... with two weeks of outstanding open subscription open. So, yes SOE are at fault, for just ignoring two weeks of outstanding valid play time.Idont pay GC for a service, I pay SoE for a service, who they pay is of no issue of mine. If I sell an item in my shop and it arrived broken and I have to tell the customer that they have to wait as its broken, do you think that blame my supplier? Hell no, they blame me and in turn, i blame SoE,. You can blame who you want, I can blame who I want. Both sides are at fault but do you have recourse of action agaisnt GC? no...</blockquote>My wife is in the same situation.Was logged in fine earlier today, went to log in this evening and gets the 'you do not have a valid subscription'The account section of the SOE site says the account is open and next billing is not due until 28th September.So blaming GC at this time just doesnt ring true to me :/

Skemissa

09-14-2009, 06:52 PM

Just had the exact same thing happen to me station account details say account is active and next billing date is 28th of sept but eq2 says I have no subscription

snowfleck

09-14-2009, 06:59 PM

My account shows as active, sub not due 'til the 28th, but when I try to log in I'm told I don't have a subscription. The TSR bloke says he can log in on my account, but I can't, and neither can my partner logging in as me on his computer. I've tried deleting all the usual suspects from my eq2 folder to no avail. Lost two days of play now and am getting more than a little fed up.Is there some significance in the fact that most of the people with this problem are in the UK/on Splitpaw?

ashen1973

09-14-2009, 07:16 PM

My wife has just finished talking to a TSR through the livechat system.The TSR explained there was an issue with their system cancelling accounts wrongly.He was unable to re-open the account, saying he had to escalate the ticket to a supervisor. He also said this could take a couple of days to sort.My wife mentioned that TSR DanielH had posted on these forums for people to PM him and he would fix the accounts.The livechat TSr suggested she PM'd DanielH through the forums.So, if you are having this issue, its probably better to PM here than wait 30minutes+ for a livechat TSR that cannot help you <img src="/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" alt="SMILEY" />

TSR-DanielH

09-14-2009, 07:39 PM

<cite>Kalyyn@Splitpaw wrote:</cite><blockquote>My wife has just finished talking to a TSR through the livechat system.The TSR explained there was an issue with their system cancelling accounts wrongly.He was unable to re-open the account, saying he had to escalate the ticket to a supervisor. He also said this could take a couple of days to sort.My wife mentioned that TSR DanielH had posted on these forums for people to PM him and he would fix the accounts.The livechat TSr suggested she PM'd DanielH through the forums.So, if you are having this issue, its probably better to PM here than wait 30minutes+ for a livechat TSR that cannot help you <img src="/eq2/images/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" /></blockquote>It appears that some station access accounts were affected by the global collect fix that was put in this morning. In our system it shows that the station access is active but the individual games are closed, which doesn't make any sense. This is only happening to people who had station access and paid through global collect between 8/27 and 9/3. Sadly, it isn't something I can instantly fix from my end. For each case I need to submit a unique request to the platform support team so that it can be corrected. That said, I'm sure they will have a system wide fix available soon.To sum things up, feel free to PM me but contacting us through the other methods should work as well. Waiting for a fix should work too, but I can understand not wanting to wait for a service you paid for.EDIT: Keep in mind that we are always busy on a Monday and it may be faster to call instead of waiting for a response to your PM. I am still catching up on all the PM's I received over the weekend(since the original GC issue occurred on Saturday).

TSR-DanielH

09-14-2009, 10:37 PM

If you contacted me through PM regarding this issue then it should be corrected now. Please let me know if you are still experiencing this issue.

ashen1973

09-15-2009, 04:01 AM

<cite>TSR-DanielH wrote:</cite><blockquote>If you contacted me through PM regarding this issue then it should be corrected now. Please let me know if you are still experiencing this issue.</blockquote>The issue seems to have been corrected now, thank you <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" />

TSR-DanielH

09-15-2009, 04:11 PM

<cite>Kalyyn@Splitpaw wrote:</cite><blockquote>The issue seems to have been corrected now, thank you <img src="/eq2/images/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" /></blockquote>Great, I'm glad to hear it's working for you now. I believe there was a system wide fix that corrected this issue for everyone. If anyone is still unable to access their account because of this, please let me know.

DrkVsr

09-15-2009, 08:46 PM

Still don't see an explanation (or apology) for why this happened 2 weeks into a 4 week plan in the first place 2Why did GC wait for 2 weeks to tell SOE (even by remote) to close the accounts? For that matter, why was GC closing the accounts/games anyway?

Vallestra

09-15-2009, 10:50 PM

I am currently having this issue, AND apparently am not allowed to send PMs anymore.

Xaly

09-16-2009, 12:23 AM

This issue appears to be ongoing. I was playing earlier and was booted. I try to log in and get the "you do not have a EverQuest II subscription" message. I am on a station access subscription and not log into either EQ2 nor EQ.

Mithand

09-16-2009, 06:28 AM

Same problem here, and unable to send PM <img src="/eq2/images/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" />

Dessellion4

09-16-2009, 01:18 PM

Ok - unable to login for the same reasons quoted in this thread. Also unable to PM you as it says I do not have permission to send PMs. This then seems to be the only route I have to contact you. Suffice it to say that I am not that happy at the moment. I have Station Access, have played virtually non-stop since the beginning and am very close to saying enough is enough.Please try your hardest to resolve this issue as quickly as possible.My login name is ****.My password will have to remain nameless for obvious reasons on a public forum.

Dessellion4

09-16-2009, 03:09 PM

Ok now seems to have been resolved. Would love to know how.

TSR-DanielH

09-16-2009, 03:19 PM

<cite>DrkVsr wrote:</cite><blockquote>Still don't see an explanation (or apology) for why this happened 2 weeks into a 4 week plan in the first place 2Why did GC wait for 2 weeks to tell SOE (even by remote) to close the accounts? For that matter, why was GC closing the accounts/games anyway?</blockquote>Since international transactions can take longer to complete, the global collect system allows the subscription to run for 2 weeks without a completed payment. At that point it checks to see if we have received the money and closes the account if we have not. While I don't know the specifics of where the problem originated in this case, it seems that some completed transactions weren't reported correctly. That caused some accounts to close.Keep in mind that this thread is actually discussing 2 seperate issues, though. The global collect issue you're referring to has been corrected at this point. The one that people are still experiencing is related to station access. For that second issue I don't have as much information though I do have a procedure to fix it. Hopefully that sheds some light on the problem.If you PM'd me last night or today regarding this issue then I have already contacted the appropriate people to have the accounts fixed. I will be sending out updates as soon as I receive a response.

TSR-DanielH

09-16-2009, 03:20 PM

Also, if you are unable to send a PM, please contact us through any of the standard means. The following link contains all of our contact information:<a href="http://help.station.sony.com/cgi-bin/soe.cfg/php/enduser/std_adp.php?p_faqid=10404" target="_blank" rel="nofollow">http://help.station.sony.com/cgi-bi...p?p_faqid=10404</a>The entire team has been made aware of the issue and the procedures necessary to correct it. Let me know if you have any questions.

TSR-DanielH

09-16-2009, 03:28 PM

<cite>Arcos@Splitpaw wrote:</cite><blockquote>Ok - unable to login for the same reasons quoted in this thread. Also unable to PM you as it says I do not have permission to send PMs. This then seems to be the only route I have to contact you. Suffice it to say that I am not that happy at the moment. I have Station Access, have played virtually non-stop since the beginning and am very close to saying enough is enough.Please try your hardest to resolve this issue as quickly as possible.My password will have to remain nameless for obvious reasons on a public forum.</blockquote>I checked your account and it looks like it has already been corrected. Are you still experiencing the issue?Also, I contacted the mods to have your station name removed from the post for security reasons.

Kiara

09-16-2009, 03:37 PM

<cite>Arcos</cite>There was some maintenance on the login servers. This will almost always affect certain accounts' ability to access the forums and the game.It is highly likely that this is the problem that you encountered and we apologize for the confusion.

DrkVsr

09-17-2009, 11:35 PM

<cite>TSR-DanielH wrote:</cite><blockquote><cite>DrkVsr wrote:</cite><blockquote>Still don't see an explanation (or apology) for why this happened 2 weeks into a 4 week plan in the first place 2Why did GC wait for 2 weeks to tell SOE (even by remote) to close the accounts? For that matter, why was GC closing the accounts/games anyway?</blockquote>Since international transactions can take longer to complete, the global collect system allows the subscription to run for 2 weeks without a completed payment. At that point it checks to see if we have received the money and closes the account if we have not. While I don't know the specifics of where the problem originated in this case, it seems that some completed transactions weren't reported correctly. That caused some accounts to close.Keep in mind that this thread is actually discussing 2 seperate issues, though. The global collect issue you're referring to has been corrected at this point. The one that people are still experiencing is related to station access. For that second issue I don't have as much information though I do have a procedure to fix it. Hopefully that sheds some light on the problem.If you PM'd me last night or today regarding this issue then I have already contacted the appropriate people to have the accounts fixed. I will be sending out updates as soon as I receive a response.</blockquote>Thank you <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" />Explanations (even when it's a simple "oops, halflings tripped over the power cord") help <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" />