Debit card expiry...

[Tallisman]

... where do I update my billing info? My current card has now expired - it's been a couple of years and I just can't remember how to do this

Thanks.

EDIT: And now the wierdness starts. I find that I'm suddenly on a silver account. I should be on gold. What is going on? If I register my new card, do I get my gold access back automatically or do I have to "sign up"? What happens to all my stuff that I had under my gold access?

Sometimes, this game is really hard to play.

EDIT 2: /le sigh. I found where to add new card info. Duly completed the form. Dumped to a login screen. Re-logged, new details missing.

EDIT 3: OK, so it now has my latest card info. Odd, but anyway... I'm still showing as having silver membership. Does my gold membership get automatically reassigned, or do I now need to "upgrade to gold"? If so, do I retain everything I had before?

[TSR-AlexS]

Tallisman wrote:

... where do I update my billing info? My current card has now expired - it's been a couple of years and I just can't remember how to do this

Thanks.

EDIT: And now the wierdness starts. I find that I'm suddenly on a silver account. I should be on gold. What is going on? If I register my new card, do I get my gold access back automatically or do I have to "sign up"? What happens to all my stuff that I had under my gold access?

Sometimes, this game is really hard to play.

EDIT 2: /le sigh. I found where to add new card info. Duly completed the form. Dumped to a login screen. Re-logged, new details missing.

EDIT 3: OK, so it now has my latest card info. Odd, but anyway... I'm still showing as having silver membership. Does my gold membership get automatically reassigned, or do I now need to "upgrade to gold"? If so, do I retain everything I had before?

Hello Tallisman! Welcome back to Everquest II! Since this is an account specific issue, I'd recommend submitting a billing support ticket so our billing team can further assist you. You can even PM Either TSR SeanF or Myself with your ticket reference number.

[Tallisman]

Thanks for the reply; I've PM'd you.

I've set up a ticket (120803-001095) which reads:

Hello, I'll try to keep this short!- On 31 July 2012, my access level was gold.- On the same day, my debit card used for billing expired.- On 01 August 2012 I updated my billing info with my new debit card.- On 01 August 2012 my access level was dropped to silver.What needs to be done get my gold access back?When it is restored, do I retain *everything* I had before?Thanks

I never actually left the game; this is purely about my account moving from gold to silver when my card expired.

Cheers.

EDIT: PM sent to TSR-SeanF as well. As of 22:40 GMT, access is still silver.

[Tallisman]

More woes...

As I hadn't had a reply from CS nor here, I went ahead and reinstated my account to gold from the marketplace.

Now, five of my characters are locked as I'm over my limit, apparently. I am not buying these again so can you please reinstate them on my account.

Thanks.

[Lamatu]

When you login at everquest2.com scroll down to the bottom of the page and under My Acount click Subscription info.

The next screen will show your membership info and next to Active will be a circle with a question mark. Highlight over that and read what it says.

Also just because you added a new card on file doesn't mean the old one was deleted. Check to make sure you bought a gold sub using the new card info.

If all else fails you should use phone support on Monday.

[Tallisman]

Thanks for your reply!

Hovering over the question mark yields the information that my account is fully active. I (re)purchased the gold account with my new debit card - everything is verified on my account.

I just need CS to reinstate my locked characters i.e. those which I had already purchsed in the past.

I have an open ticket with CS but 'phoning them is awkward in the exteme given that I'm in the UK. I'm reliant on TSR's and CS to help me out here. My account has been in good standing since 2004 and all that's happened here is that my expired; my new one was registered at SOE the next day. It's not as if I left the game and came back...

Cheers.

[TSR-AlexS]

Tallisman wrote:

Thanks for your reply!

Hovering over the question mark yields the information that my account is fully active. I (re)purchased the gold account with my new debit card - everything is verified on my account.

I just need CS to reinstate my locked characters i.e. those which I had already purchsed in the past.

I have an open ticket with CS but 'phoning them is awkward in the exteme given that I'm in the UK. I'm reliant on TSR's and CS to help me out here. My account has been in good standing since 2004 and all that's happened here is that my expired; my new one was registered at SOE the next day. It's not as if I left the game and came back...

Cheers.

Hello Tallisman! Sorry for the late response! I'm actually reviewing the ticket right now. I'd recommend checking it soon

[Tallisman]

Hi, yes, I can see the reply from you and thanks for that. I've supplied all the information you need but you're asking for my "Account key". Where can I find that? I have no idea where that would be.

Thanks.

[TSR-AlexS]

Tallisman wrote:

Hi, yes, I can see the reply from you and thanks for that. I've supplied all the information you need but you're asking for my "Account key". Where can I find that? I have no idea where that would be.

Thanks.

Tallisman, please pm me so I can assist you further on your ticket