Impossible to subscribe???

Lomograph · 08-02-2008, 05:24 PM

Whenever I try to sign up, when i enter my credit card information i hit continue and the page reloads without any information. Then when i try to re input the information it tells me that my information is already on file so i can't subscribe. And unlike my friends account there is no possible way to use my payment source to sign up for anything. I came to chat support with the same issue 3 days ago, and they told me that everything should work after my accounts free time is up. However I'm still stuck with the same issue, except on the weekend so I can't even go into chat support.

ExUnbrok · 08-02-2008, 06:40 PM

I can't do anything with my account info or subscription info either. Email support doesn't work either. Looks like we get to wait until Monday for our canned responses! Yay.

Lomograph · 08-02-2008, 09:41 PM

Yeah, email support is completely bunk.But I got through using the In-Game support tab. However I just got an email with a solution didn't work... So I guess i'll wait another 4 hours for a response. And hopefully this time, someone will acctually solve my issue. =/

Greenlantern9 · 08-03-2008, 06:23 PM

Same for me. I even tried to e-mail support and it keeps saying "e-mail address required" but there is no place to enter an e-mail address. This is sad that you can't even e-mail support about a support issue.Mine is doing the same thing that the OP said. You try to subscribe with your credit card that is already on file and it says "Payment source already on file" ... ok so you go and remove the card and try again. All it does is refresh the payment information screen and add the credit card to your payment sources. However, if you click on the subscription link, the account still says "Closed" and the subscribe link is still there. I want to play!!! Fix this please.

Lomograph · 08-03-2008, 08:50 PM

I sent in an email describing my problem and how the past 3 TSRs have tried to fix it. I was told my issue was being immedietly escalated to the acccounting/billing department. So far it's been about 20 hours and I have yet to hear even a peep.

Lomograph · 08-03-2008, 10:28 PM

I find it kind of upsetting that Email support takes so long. If i had known it takes this long I would have just waited for monday to roll around. It's rediculous.

Greenlantern9 · 08-04-2008, 12:47 PM

Any word on this, anyone??? I'm sure there are more people having this problem that haven't thought to post on the forums and have no way of e-mailing support.

Lomograph · 08-04-2008, 01:58 PM

With email support not working, and chat support being down, I'm just patiently waiting for when I can call for support.

Tinlung · 08-04-2008, 02:48 PM

My wife is having this exact same issue. Email responses were canned from the knowledge base (basically, "please make sure you're entering your info correctly" ), which obviously didn't help as we'd tried the KB first. Just got out of a chat session with customer support who gave the same canned responses, which once again didn't help. Tried to explain to the guy that we were obviously entering the credit card info correctly; otherwise, it would not be validated & show up under Payment Sources. The problem is that there the payment sources then DO NOT appear under the Subscriptions as an option (as they do for my account). Had nothing useful to say, end result was "please try phone support." edit: frikkin smilies

Lomograph · 08-04-2008, 03:14 PM

I used phone support and was told they were fixing the issue, and was given some free time so I can play while they correct the issue. So use phone support.

Tinlung · 08-04-2008, 03:33 PM

Update: Phone support pulls through where email/chat failed! Turns out that our problem was my wife's account was listed in another country (from our EQ1, pre-married days) and that was causing problems with the currency the system was trying to use. Phone support guy corrects her account (since you can't update that yourself) & everything works fine this time.

CHOPPERNIKI · 08-04-2008, 08:10 PM

Tinlung wrote:

Update: Phone support pulls through where email/chat failed! Turns out that our problem was my wife's account was listed in another country (from our EQ1, pre-married days) and that was causing problems with the currency the system was trying to use. Phone support guy corrects her account (since you can't update that yourself) & everything works fine this time.

You are so lucky about this....

How about the ppl who are not living in USA/Europe?Who will pay us back the long distance call fee that cos of SOE's faults?

K0R · 08-05-2008, 12:24 AM

I Live in australia and refuse to call phone support, Its looking more and more like i say goodby to all my level 80 raid toons, Goodby to SWG and Vanguard and go and play World of Warcraft atleast blizzard is happy to take my money.

phone support + chat support runs from 3am till 12pm if you live in Australia. I cant afford to call the phone support line, Its too late to do the chat support and i do need a few hours sleep for work.

My wifes account is still working strangely both are paid using the same credit cards, if i am still have issues on the weekend im going to un-subscribe that.

right now its tuesday 1:25pm (my lunch break) and i am still where i was on sat.

TSR-TrevorG · 08-05-2008, 04:02 PM

I believe I know what your issue is, could you PM me your station name and the Refernce number for your ticket please.

Tinlung · 08-06-2008, 12:20 AM

To clarify a little on my previous post, our problem turned out to be a currency mismatch. My wife used to live in Hong Kong, so that's what her account info said. She moved here (to U.S.) a few years ago, so of course the payment sources we're using are U.S. currency - and since you can't edit the country in your own account, we never bothered to change it. My understanding here was that the currency of our payment source didn't match the currency of her account's country. Since her account was listed as Hong Kong, it wasn't able to use our payment sources which use U.S.$, not H.K.$. This has to be a relatively recent check in the subscription form setup, because we never had this issue before & she had previously played EQ2 with these same payment sources from 2005-2007 with no problem. The issue was fixed by phone support dude correcting her account to the correct country, so that her account country & payment source country matched. Makes sense right?

ielixzia · 08-06-2008, 09:42 AM

...

Tinlung · 08-06-2008, 01:21 PM

Sadeness - where they completed, full charges or pending $1.00 charges? I had one pending charge for each time we'd attempted too but those are just temporary charges used to validate a credit card & should be automatically reversed after a few days.

ielixzia · 08-06-2008, 02:02 PM

Yeah, that makes me feel much better. It was a total of 12 charges for $1.00 each. My credit card company said they had not yet gone through and they were pending. So I was kind of waiting to see. I e-mailed support, so they will probably tell me the same thing.Thanks for responding SMILEY

08-02-2008, 05:24 PM	#1
Lomograph Server: Unrest Guild: Eternal Shadows Rank: Public Enemy Loremaster Join Date: Jun 2005 Posts: 12	Whenever I try to sign up, when i enter my credit card information i hit continue and the page reloads without any information. Then when i try to re input the information it tells me that my information is already on file so i can't subscribe. And unlike my friends account there is no possible way to use my payment source to sign up for anything. I came to chat support with the same issue 3 days ago, and they told me that everything should work after my accounts free time is up. However I'm still stuck with the same issue, except on the weekend so I can't even go into chat support. __________________

08-02-2008, 09:41 PM	#3
Lomograph Server: Unrest Guild: Eternal Shadows Rank: Public Enemy Loremaster Join Date: Jun 2005 Posts: 12	Yeah, email support is completely bunk.But I got through using the In-Game support tab. However I just got an email with a solution didn't work... So I guess i'll wait another 4 hours for a response. And hopefully this time, someone will acctually solve my issue. =/ __________________

08-03-2008, 08:50 PM	#5
Lomograph Server: Unrest Guild: Eternal Shadows Rank: Public Enemy Loremaster Join Date: Jun 2005 Posts: 12	I sent in an email describing my problem and how the past 3 TSRs have tried to fix it. I was told my issue was being immedietly escalated to the acccounting/billing department. So far it's been about 20 hours and I have yet to hear even a peep. __________________

08-03-2008, 10:28 PM	#6
Lomograph Server: Unrest Guild: Eternal Shadows Rank: Public Enemy Loremaster Join Date: Jun 2005 Posts: 12	I find it kind of upsetting that Email support takes so long. If i had known it takes this long I would have just waited for monday to roll around. It's rediculous. __________________

08-04-2008, 01:58 PM	#8
Lomograph Server: Unrest Guild: Eternal Shadows Rank: Public Enemy Loremaster Join Date: Jun 2005 Posts: 12	With email support not working, and chat support being down, I'm just patiently waiting for when I can call for support. __________________

08-02-2008, 06:40 PM	#2
ExUnbrok General Join Date: Oct 2006 Posts: 3	I can't do anything with my account info or subscription info either. Email support doesn't work either. Looks like we get to wait until Monday for our canned responses! Yay.

08-03-2008, 06:23 PM	#4
Greenlantern9 General Join Date: Feb 2005 Posts: 4	Same for me. I even tried to e-mail support and it keeps saying "e-mail address required" but there is no place to enter an e-mail address. This is sad that you can't even e-mail support about a support issue.Mine is doing the same thing that the OP said. You try to subscribe with your credit card that is already on file and it says "Payment source already on file" ... ok so you go and remove the card and try again. All it does is refresh the payment information screen and add the credit card to your payment sources. However, if you click on the subscription link, the account still says "Closed" and the subscribe link is still there. I want to play!!! Fix this please.

08-04-2008, 12:47 PM	#7
Greenlantern9 General Join Date: Feb 2005 Posts: 4	Any word on this, anyone??? I'm sure there are more people having this problem that haven't thought to post on the forums and have no way of e-mailing support.

08-04-2008, 02:48 PM	#9
Tinlung Loremaster Join Date: Oct 2005 Posts: 6	My wife is having this exact same issue. Email responses were canned from the knowledge base (basically, "please make sure you're entering your info correctly" ), which obviously didn't help as we'd tried the KB first. Just got out of a chat session with customer support who gave the same canned responses, which once again didn't help. Tried to explain to the guy that we were obviously entering the credit card info correctly; otherwise, it would not be validated & show up under Payment Sources. The problem is that there the payment sources then DO NOT appear under the Subscriptions as an option (as they do for my account). Had nothing useful to say, end result was "please try phone support." edit: frikkin smilies

08-04-2008, 03:14 PM	#10
Lomograph Server: Unrest Guild: Eternal Shadows Rank: Public Enemy Loremaster Join Date: Jun 2005 Posts: 12	I used phone support and was told they were fixing the issue, and was given some free time so I can play while they correct the issue. So use phone support. __________________

08-04-2008, 03:33 PM	#11
Tinlung Loremaster Join Date: Oct 2005 Posts: 6	Update: Phone support pulls through where email/chat failed! Turns out that our problem was my wife's account was listed in another country (from our EQ1, pre-married days) and that was causing problems with the currency the system was trying to use. Phone support guy corrects her account (since you can't update that yourself) & everything works fine this time.

08-04-2008, 08:10 PM	#12
CHOPPERNIKI Loremaster Join Date: Apr 2006 Posts: 20	Tinlung wrote: Update: Phone support pulls through where email/chat failed! Turns out that our problem was my wife's account was listed in another country (from our EQ1, pre-married days) and that was causing problems with the currency the system was trying to use. Phone support guy corrects her account (since you can't update that yourself) & everything works fine this time. You are so lucky about this.... How about the ppl who are not living in USA/Europe?Who will pay us back the long distance call fee that cos of SOE's faults?

08-05-2008, 12:24 AM	#13
K0R General Join Date: Feb 2005 Posts: 4	I Live in australia and refuse to call phone support, Its looking more and more like i say goodby to all my level 80 raid toons, Goodby to SWG and Vanguard and go and play World of Warcraft atleast blizzard is happy to take my money. phone support + chat support runs from 3am till 12pm if you live in Australia. I cant afford to call the phone support line, Its too late to do the chat support and i do need a few hours sleep for work. My wifes account is still working strangely both are paid using the same credit cards, if i am still have issues on the weekend im going to un-subscribe that. right now its tuesday 1:25pm (my lunch break) and i am still where i was on sat.

08-05-2008, 04:02 PM	#14
TSR-TrevorG Tech Support Join Date: Apr 2008 Location: San Diego Posts: 2,052	I believe I know what your issue is, could you PM me your station name and the Refernce number for your ticket please. __________________ EMAIL SUPPORT \| IN GAME SUPPORT \| CHAT SUPPORT \| KNOWLEDGE BASE SEARCH Phone Support 858-537-0898 Mon-Fri 10-7PM PST

08-06-2008, 12:20 AM	#15
Tinlung Loremaster Join Date: Oct 2005 Posts: 6	To clarify a little on my previous post, our problem turned out to be a currency mismatch. My wife used to live in Hong Kong, so that's what her account info said. She moved here (to U.S.) a few years ago, so of course the payment sources we're using are U.S. currency - and since you can't edit the country in your own account, we never bothered to change it. My understanding here was that the currency of our payment source didn't match the currency of her account's country. Since her account was listed as Hong Kong, it wasn't able to use our payment sources which use U.S.$, not H.K.$. This has to be a relatively recent check in the subscription form setup, because we never had this issue before & she had previously played EQ2 with these same payment sources from 2005-2007 with no problem. The issue was fixed by phone support dude correcting her account to the correct country, so that her account country & payment source country matched. Makes sense right?

08-06-2008, 09:42 AM	#16
ielixzia Loremaster Join Date: Jan 2005 Location: Georgia Posts: 44	... __________________

08-06-2008, 01:21 PM	#17
Tinlung Loremaster Join Date: Oct 2005 Posts: 6	Sadeness - where they completed, full charges or pending $1.00 charges? I had one pending charge for each time we'd attempted too but those are just temporary charges used to validate a credit card & should be automatically reversed after a few days.

08-06-2008, 02:02 PM	#18
ielixzia Loremaster Join Date: Jan 2005 Location: Georgia Posts: 44	Yeah, that makes me feel much better. It was a total of 12 charges for $1.00 each. My credit card company said they had not yet gone through and they were pending. So I was kind of waiting to see. I e-mailed support, so they will probably tell me the same thing.Thanks for responding __________________