Verified by Visa problems

[Lanmandrago]

<p>Tried to subscribe to EQ2 again. Cant get past Verified by Visa window.  This isnt the first time.  This happened a year ago as well.  I have talked with customer support before......No help.  They continue to say that it is on the bankholders for the card.   Tried 2 different cards...from different banks.....same problem.  I have passwords already set up for this on each card.....they work with everything else that I use the cards for....but not for this game. After trying multiple times with 2 cards, on final try, the Sony Station account login screen pops up in the window that is said to be owned by the bank of the cardholder.  I do not think this problem is with the bankholders for the card.   This problem really seems related to this game, especially when the "bank owned" window requests me to login to my Sony account from it.  I have never seen that one before. I can subscribe to World of Warcraft.....Rift....Age of Conan....all without any problems at all.  None of them even ask for Verified by Visa.  How can anyone hope for a subscription base to grow if people cant even get past the billing screen?  Very Very Frustrated.  Someone needs to look into and revamp the subscription process.  Why not allow a paypal option. </p>

[TSR-JoshuaM]

<p>Please open a support ticket.  I would be more than happy to pick it up and work with you directly but this will require revealing personal information that we do not allow posted on the forum here.  You can tell me the incident number once it is opened <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" /></p>

[ZUES]

<p>I'm a disabled vet and my monthly income is put on a goverment issued Mastercard. Sony has never accepted it. It's the only company on the internet that I have encountered, that will not accept <a href="http://www.usdirectexpress.com/edcfdtclient/index.html" target="_blank">Direct Express</a> cards. The US government no longer issues checks to people that get VA Disability or Social Security. They only pay by means of that card. So I'm 100% certain many players have the exact same problem.</p><p>When I called customer service 2 years ago they told me my credit card was "stolen". I still have the exact same card and use it all the time just fine. And guess what, it's not stolen and never has been!</p><p>By the way Sony, this is the primary card issued to over 8 million people. It might be a smart business move to figure out how to accept it and why it's currently not accepted. I know of 3 people that cant use it for this game. I brought this up a couple years ago but it appears you guys are fine with it because it still wont be accepted as a source of payment.</p>

[TSR-JoshuaM]

<p><cite>ZUES wrote:</cite></p><blockquote><p>I'm a disabled vet and my monthly income is put on a goverment issued Mastercard. Sony has never accepted it. It's the only company on the internet that I have encountered, that will not accept <a href="http://www.usdirectexpress.com/edcfdtclient/index.html" target="_blank">Direct Express</a> cards. The US government no longer issues checks to people that get VA Disability or Social Security. They only pay by means of that card. So I'm 100% certain many players have the exact same problem.</p><p>When I called customer service 2 years ago they told me my credit card was "stolen". I still have the exact same card and use it all the time just fine. And guess what, it's not stolen and never has been!</p><p>By the way Sony, this is the primary card issued to over 8 million people. It might be a smart business move to figure out how to accept it and why it's currently not accepted. I know of 3 people that cant use it for this game. I brought this up a couple years ago but it appears you guys are fine with it because it still wont be accepted as a source of payment.</p></blockquote><p>Here's the reality.  We send a $0 charge with your billing information, which you provide, to your issuing bank.  It is then up to your bank to authorize the charge or not.  We do not deny transactions, your bank does.   I have no idea what discussion you may have had 2 years ago, as I wasn't here back then, but I can assure you of a meaningful discussion today if you would like.  </p><p>Now, I play EQII myself, I'm in a guild with 24+ members, and we are all over the age/background scale.  We do have many retired vets whom have the same type of card Direct Express.  As anecdotal as it is, they got it to work and I am certain we can as well (you and I).</p>

[Lanmandrago]

<p>Joshua M,</p><p>I talked with a rep. today regarding this issue, and while they were very polite, they basically said the same thing that was said 2 years ago when I had this same problem.  Take a look at the transcript:</p><p>Billing Issue - EverQuest II [Incident: 110809-000555</p><p>Someone should be at least willing to take a look at the subscription page, there has to be something wrong with it.  My cards are all good, they all work everywhere else.  Any other game that I subscribe to is a piece of cake to do.  I'm literally playing 5 minutes later.  Your subscription page times out before the Verified by Visa even responds....not good....your login screen pops up INSIDE  the Verified by Visa window....should not happen.....  This has been this way for a long time......it's a problem that should be addressed and corrected.  I've tried with Internet Explorer....I've tried with Mozilla...same problems.  If my cards work everywhere else, you could at least investigate your own system for flaws....dont just tell me to call my bank and wash your hands of the situation.  By the way, I have called my bank about this before....they say there is no problem on there end, and since my cards work everywhere else....I'm inclined to agree.</p><p>This especially should not happen if I could use the same credit cards in-game while I still had a subscription for the Station Access to buy housing or mounts.  That all went very smooth....subscriptions should be the same way.</p><p>Other games that take visa (WoW....Rift....AoC) do not even mention the Verified by Visa when signing up.</p><p>I've played some form of everquest since 2001.  I try other games but always seem to come back to this one......the game world is huge and the storyline is deep.  I want to play again...errr...sure would be nice to play again.</p><p>Please fix this</p>

[TSR-JoshuaM]

<p>While I can understand why you would feel strongly about having the subscriptions info looked in to, we have and I am prompted by Verified by Visa for my own transactions and do not have the issues you describe.</p><p> That doesn't mean anyone is washing our hands of it but the behavior cannot be produced and we have a grand total of 1 reported issue on this topic, yours, regarding that window.  It is simply very difficult to track down why this behaves like this for you.  Feel free to submit your MSINFO file to the ticket and I will pick it up and see if I can spot anything out of place.</p><p>However, as for the transaction failures themselves, what I said above turns out to be the case.  Your bank returned a Do Not Honor.  What that means is they received our request for authorization and simply said No.  This could be a merchant related block on SOE transactions or an account specific issue.  However, what it isn't, is a problem with the billing system. </p><p>Paymentech, the payment processor, delivered authorization to your issuing bank which was declined and no specific reason was given.  This is how Paymentech classifies the error received from your issuing bank, "Generic Decline - No other information is being provided by the issuer" (the bank in question).  </p><p>If the Merchant services department at your issuing bank cannot provide further assistance in resolving this for you, we will not be able to use that card in our system and you will need to find another payment source.  You can let them know our charges always show up under SOE Commerce</p>

[Lanmandrago]

<p>I got this going last night.  Deleted Cookies, which allowed Verified by Visa password to work.  It took 4 or 5 times after that because the screen continued to time out and boot me to the Sony Account login page.</p>