Account shows active, but unable to login.

Paddyo · 09-10-2009, 04:56 PM

My account (station access) was due to expire on th 8th. I was going to downgrade from station access to just EQ2, so I canceled the account and bought a gamecard to pay for the next month. I needed to wait for my account to close from the station access portion in order to resub with the game card for EQ2 only. OK< no problem.

Except today, when I try to log in to EQ2 (the account was still active last night) it says I am not subscribed. Perfect! I log into account management to submit the gamecard information, and the subscription information shows my account still "pending". So as I try to enter the gamecard info, it is only giving me the option for the station access subscription. (No gamecard entry option through the subscriptions interface).

I go to the "enter activation code" menu option and enter the gamecard number there for EQ2. It informs me that my account is station access, and that by applying the gamecard I will get 15 days of stations access time. Sigh. Ok, that's all right, you talked me into it. I submit the information. I go to log in to EQ2 and it still says I am not subscribed. I go back to my station account subscriptions information: it now shows I have a pending station access sub that expires on 9/8/09 from a non recurring source (just as before) and now shows the subsequent 15 day non recurring source when the first payment expires. So even though my account is active, pending, and has a subsequent payment applied and in line to pick up the slack, The game itself says I have no subscription.

I used chat support, and I will not name who I got but it is the same individual I ALWAYS get and he is ALWAYS unhelpful. The last time we had an account issue in this house I had to go to supervisor to get the situation taken care of, and it frustrated me beyond belief. This time, I was asked for name, Birthdate, email address, and my secret question answer. This is too much information for an individual working in support to have on my account. The secret question in and of itself ought to be enough, or the other information, but all of it combined makes my personal identity at risk to someone.

Honestly, though, my real issue is: why do I need to answer ANY of those questions just to get my account, which none of the information has changed on and is paid and in good standing, to be able to be logged in? This isn't an issue with my payment source or a security issue because I have changed any of the account information, it is a GLITCH or BUG that is happening most likely due to the patch yesterday that has me locked out now due to inconsistent information between the game and the account database.

Can someone simply tunr my account on? Honestly? If I have to pay for a long distance call to get service (chat is no longer an option as long as I repeatedly get He Who Shall Remain Nameless as my agent) I will seriously have to consider jumping off a cliff!

Paddyo · 09-10-2009, 05:26 PM

I should clarify, also: The account status showed as "pending" initially, and after I added the game card it rolled to "active". This is just how it should be; however, still no ability to log in to EQ2 (or vanguard either; I tried it, too.)

TSR-DanielH · 09-10-2009, 06:46 PM

Greetings,

Generally speaking, we only need to ask for that information when you are trying to change account info(password/secret answer/etc). It will be hard to say what happened in this case without looking at the account though. Are you able to send me a PM with the account name? If you can, please send me a PM so that I can look into this for you.

Paddyo · 09-10-2009, 06:49 PM

I can't send PMs from this account, because everything but the station.com account interface shows my account closed. But I will send a PM from another account with the information you've requested.

TSR-DanielH · 09-10-2009, 06:52 PM

Paddyo wrote:

I can't send PMs from this account, because everything but the station.com account interface shows my account closed. But I will send a PM from another account with the information you've requested.

I also responded to your other thread as well. From now on lets keep all of the responses in this thread for clarity's sake, though.

TSR-DanielH · 09-10-2009, 07:23 PM

In case you have already logged out of your secondary account, I have just corrected this issue for you. You should be able to log in immediately. I also sent you a PM with some additional information.

If anyone else is experiencing this issue then please PM me with your account name. It appears that this is a developing issue that I will need to correct.

Paddyo · 09-10-2009, 11:00 PM

I appreciate the speedy response and support.

pedigr · 09-13-2009, 04:18 PM

Im getting this today on my other account, which Ive PMed TSR-DanielH about, with my account details.

Wingrider01 · 09-13-2009, 06:26 PM

pedigree wrote:

Im getting this today on my other account, which Ive PMed TSR-DanielH about, with my account details.

Just so you know - the normal support times are monday to friday 10 AM to 7 PM pacific.

TSR-DanielH · 09-15-2009, 04:06 PM

I believe this issue has been corrected system-wide at this point. Please let me know if you are still experiencing it.

Carg · 09-15-2009, 08:59 PM

I am experiencing the same problem.

Carg · 09-15-2009, 09:01 PM

... but I can not PM you with the info as it says I do not have permission to send/receive PMs. I have a support ticket in (#090915-001377)

maphrodite · 09-16-2009, 01:50 PM

I am having the same issue it shows i have an active account but cant log in as it says i am not subscribed, also like the others i cant pm you as it says i dont have permissions even tho i pay for the full station access, this is the second day i have had issues ggrrr even tho yesterday i even paid the sub and of which i have got an email saying the funds had been recieved.

Maphrodite

TSR-DanielH · 09-16-2009, 03:34 PM

Cargoh wrote:

... but I can not PM you with the info as it says I do not have permission to send/receive PMs. I have a support ticket in (#090915-001377)

I just checked the account associated with your ticket and it looks like it has already been corrected at this point.

I think the platform team is currently running or just ran a script to correct this issue system-wide. Let me know if you are still unable to log in.

eisaimalakas · 10-18-2009, 04:54 PM

i just reactived all three of my accounts today. 2 of them are fine. However the third account shows that the account is active until 1/18/10 but when i try to log in it says the account has expired and that i need to re subscribe.

I have sent an email to customer support but wanted to cover all my basis and post here as well. Since today is Sunday I guess I wont have access to that account until tomorrow at best.

eisaimalakas · 10-19-2009, 01:05 PM

nevermind... im a dope and accidentally subscribed to EQ1 instead of EQ2 with the same account info.

Have updated my CS ticket and asked them to correct the mistake for me. Hopefully its not a huge deal.

TSR-DanielH · 10-19-2009, 03:47 PM

eisaimalakas wrote:

nevermind... im a dope and accidentally subscribed to EQ1 instead of EQ2 with the same account info.
Have updated my CS ticket and asked them to correct the mistake for me. Hopefully its not a huge deal.

That's a common mistake and we should be able to correct it for you. We'll need to verify the last 4 digits of the credit card you used to make the purchase and then move the time to the correct game. Anybody you contact through phone/e-mail support should be able to handle it but let me know if you have any trouble.

eisaimalakas · 10-19-2009, 05:04 PM

Hey Daniel,

Since it's a common mistake hopefully my current fears are unfounded however...

I just received an update to my ticket, they reactivated my eq2 account and closed the eq1 account. However they only gave me 30 days instead of the 3 months that i paid for. Will the charge be reduced to 14.99? or can someone possibly just update the account with the proper amount of time paid?

As it stands it looks like i have paid 41.97 for only one month of game time.

TSR-DanielH · 10-19-2009, 05:33 PM

eisaimalakas wrote:

Hey Daniel,
Since it's a common mistake hopefully my current fears are unfounded however...
I just received an update to my ticket, they reactivated my eq2 account and closed the eq1 account. However they only gave me 30 days instead of the 3 months that i paid for. Will the charge be reduced to 14.99? or can someone possibly just update the account with the proper amount of time paid?
As it stands it looks like i have paid 41.97 for only one month of game time.

That must have been a mistake. Respond to the ticket and explain that you purchased 3 months or send me a PM with the ticket number and I'll take care of it.

eisaimalakas · 10-19-2009, 06:05 PM

They corrected it and added a 60day credit to the 30days they originally gave me.

Looks good now.

Thank you

TSR-DanielH · 10-19-2009, 09:03 PM

eisaimalakas wrote:

They corrected it and added a 60day credit to the 30days they originally gave me.
Looks good now.
Thank you

Great, I'm glad to hear that we got it corrected. Let us know if you need any help in the future.

09-10-2009, 04:56 PM	#1
Paddyo Loremaster Join Date: Aug 2005 Posts: 185	My account (station access) was due to expire on th 8th. I was going to downgrade from station access to just EQ2, so I canceled the account and bought a gamecard to pay for the next month. I needed to wait for my account to close from the station access portion in order to resub with the game card for EQ2 only. OK< no problem. Except today, when I try to log in to EQ2 (the account was still active last night) it says I am not subscribed. Perfect! I log into account management to submit the gamecard information, and the subscription information shows my account still "pending". So as I try to enter the gamecard info, it is only giving me the option for the station access subscription. (No gamecard entry option through the subscriptions interface). I go to the "enter activation code" menu option and enter the gamecard number there for EQ2. It informs me that my account is station access, and that by applying the gamecard I will get 15 days of stations access time. Sigh. Ok, that's all right, you talked me into it. I submit the information. I go to log in to EQ2 and it still says I am not subscribed. I go back to my station account subscriptions information: it now shows I have a pending station access sub that expires on 9/8/09 from a non recurring source (just as before) and now shows the subsequent 15 day non recurring source when the first payment expires. So even though my account is active, pending, and has a subsequent payment applied and in line to pick up the slack, The game itself says I have no subscription. I used chat support, and I will not name who I got but it is the same individual I ALWAYS get and he is ALWAYS unhelpful. The last time we had an account issue in this house I had to go to supervisor to get the situation taken care of, and it frustrated me beyond belief. This time, I was asked for name, Birthdate, email address, and my secret question answer. This is too much information for an individual working in support to have on my account. The secret question in and of itself ought to be enough, or the other information, but all of it combined makes my personal identity at risk to someone. Honestly, though, my real issue is: why do I need to answer ANY of those questions just to get my account, which none of the information has changed on and is paid and in good standing, to be able to be logged in? This isn't an issue with my payment source or a security issue because I have changed any of the account information, it is a GLITCH or BUG that is happening most likely due to the patch yesterday that has me locked out now due to inconsistent information between the game and the account database. Can someone simply tunr my account on? Honestly? If I have to pay for a long distance call to get service (chat is no longer an option as long as I repeatedly get He Who Shall Remain Nameless as my agent) I will seriously have to consider jumping off a cliff! __________________ Paddyo, #1 Halfling Templar on Antonia Bayle 90 Templar/90 Master Woodworker/450 Adorner/450 Tinkerer Stuue Griffon90 warden/ 90 Master Tailor & 450 Tinkerer Quasifrodo Jolie'Pitt 90 Brigand / 90 Master Alchemist Wokker Hexes'Strangers 82 Necromancer /90 Provisioner Feature Presentation 90 Troubador / 90 Armorer

09-10-2009, 05:26 PM	#2
Paddyo Loremaster Join Date: Aug 2005 Posts: 185	I should clarify, also: The account status showed as "pending" initially, and after I added the game card it rolled to "active". This is just how it should be; however, still no ability to log in to EQ2 (or vanguard either; I tried it, too.) __________________ Paddyo, #1 Halfling Templar on Antonia Bayle 90 Templar/90 Master Woodworker/450 Adorner/450 Tinkerer Stuue Griffon90 warden/ 90 Master Tailor & 450 Tinkerer Quasifrodo Jolie'Pitt 90 Brigand / 90 Master Alchemist Wokker Hexes'Strangers 82 Necromancer /90 Provisioner Feature Presentation 90 Troubador / 90 Armorer

09-10-2009, 06:46 PM	#3
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	Greetings, Generally speaking, we only need to ask for that information when you are trying to change account info(password/secret answer/etc). It will be hard to say what happened in this case without looking at the account though. Are you able to send me a PM with the account name? If you can, please send me a PM so that I can look into this for you. __________________ Daniel H Technical Support Representative Sony Online Entertainment

09-10-2009, 06:49 PM	#4
Paddyo Loremaster Join Date: Aug 2005 Posts: 185	I can't send PMs from this account, because everything but the station.com account interface shows my account closed. But I will send a PM from another account with the information you've requested. __________________ Paddyo, #1 Halfling Templar on Antonia Bayle 90 Templar/90 Master Woodworker/450 Adorner/450 Tinkerer Stuue Griffon90 warden/ 90 Master Tailor & 450 Tinkerer Quasifrodo Jolie'Pitt 90 Brigand / 90 Master Alchemist Wokker Hexes'Strangers 82 Necromancer /90 Provisioner Feature Presentation 90 Troubador / 90 Armorer

09-10-2009, 06:52 PM	#5
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	Paddyo wrote: I can't send PMs from this account, because everything but the station.com account interface shows my account closed. But I will send a PM from another account with the information you've requested. I also responded to your other thread as well. From now on lets keep all of the responses in this thread for clarity's sake, though. __________________ Daniel H Technical Support Representative Sony Online Entertainment

09-10-2009, 07:23 PM	#6
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	In case you have already logged out of your secondary account, I have just corrected this issue for you. You should be able to log in immediately. I also sent you a PM with some additional information. If anyone else is experiencing this issue then please PM me with your account name. It appears that this is a developing issue that I will need to correct. __________________ Daniel H Technical Support Representative Sony Online Entertainment

09-10-2009, 11:00 PM	#7
Paddyo Loremaster Join Date: Aug 2005 Posts: 185	I appreciate the speedy response and support. __________________ Paddyo, #1 Halfling Templar on Antonia Bayle 90 Templar/90 Master Woodworker/450 Adorner/450 Tinkerer Stuue Griffon90 warden/ 90 Master Tailor & 450 Tinkerer Quasifrodo Jolie'Pitt 90 Brigand / 90 Master Alchemist Wokker Hexes'Strangers 82 Necromancer /90 Provisioner Feature Presentation 90 Troubador / 90 Armorer

09-13-2009, 04:18 PM	#8
pedigr General Join Date: Mar 2005 Posts: 233	Im getting this today on my other account, which Ive PMed TSR-DanielH about, with my account details. __________________ 80 Warden \| 80 Brigand \| 80 Illusionist

09-13-2009, 06:26 PM	#9
Wingrider01 Loremaster Join Date: Nov 2004 Posts: 5,999	pedigree wrote: Im getting this today on my other account, which Ive PMed TSR-DanielH about, with my account details. Just so you know - the normal support times are monday to friday 10 AM to 7 PM pacific. __________________ Fixing computer issues, one SOC7 at a time. Yes Jim, the user has experienced the dreaded PICNIC error

09-15-2009, 04:06 PM	#10
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	I believe this issue has been corrected system-wide at this point. Please let me know if you are still experiencing it. __________________ Daniel H Technical Support Representative Sony Online Entertainment

09-15-2009, 08:59 PM	#11
Carg General Join Date: Feb 2006 Posts: 2	I am experiencing the same problem.

09-15-2009, 09:01 PM	#12
Carg General Join Date: Feb 2006 Posts: 2	... but I can not PM you with the info as it says I do not have permission to send/receive PMs. I have a support ticket in (#090915-001377)

09-16-2009, 01:50 PM	#13
maphrodite Loremaster Join Date: Dec 2004 Posts: 20	I am having the same issue it shows i have an active account but cant log in as it says i am not subscribed, also like the others i cant pm you as it says i dont have permissions even tho i pay for the full station access, this is the second day i have had issues ggrrr even tho yesterday i even paid the sub and of which i have got an email saying the funds had been recieved. Maphrodite

09-16-2009, 03:34 PM	#14
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	Cargoh wrote: ... but I can not PM you with the info as it says I do not have permission to send/receive PMs. I have a support ticket in (#090915-001377) I just checked the account associated with your ticket and it looks like it has already been corrected at this point. I think the platform team is currently running or just ran a script to correct this issue system-wide. Let me know if you are still unable to log in. __________________ Daniel H Technical Support Representative Sony Online Entertainment

10-18-2009, 04:54 PM	#15
eisaimalakas Loremaster Join Date: Jan 2006 Posts: 4	i just reactived all three of my accounts today. 2 of them are fine. However the third account shows that the account is active until 1/18/10 but when i try to log in it says the account has expired and that i need to re subscribe. I have sent an email to customer support but wanted to cover all my basis and post here as well. Since today is Sunday I guess I wont have access to that account until tomorrow at best.

10-19-2009, 01:05 PM	#16
eisaimalakas Loremaster Join Date: Jan 2006 Posts: 4	nevermind... im a dope and accidentally subscribed to EQ1 instead of EQ2 with the same account info. Have updated my CS ticket and asked them to correct the mistake for me. Hopefully its not a huge deal.

10-19-2009, 03:47 PM	#17
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	eisaimalakas wrote: nevermind... im a dope and accidentally subscribed to EQ1 instead of EQ2 with the same account info. Have updated my CS ticket and asked them to correct the mistake for me. Hopefully its not a huge deal. That's a common mistake and we should be able to correct it for you. We'll need to verify the last 4 digits of the credit card you used to make the purchase and then move the time to the correct game. Anybody you contact through phone/e-mail support should be able to handle it but let me know if you have any trouble. __________________ Daniel H Technical Support Representative Sony Online Entertainment

10-19-2009, 05:04 PM	#18
eisaimalakas Loremaster Join Date: Jan 2006 Posts: 4	Hey Daniel, Since it's a common mistake hopefully my current fears are unfounded however... I just received an update to my ticket, they reactivated my eq2 account and closed the eq1 account. However they only gave me 30 days instead of the 3 months that i paid for. Will the charge be reduced to 14.99? or can someone possibly just update the account with the proper amount of time paid? As it stands it looks like i have paid 41.97 for only one month of game time.

10-19-2009, 05:33 PM	#19
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	eisaimalakas wrote: Hey Daniel, Since it's a common mistake hopefully my current fears are unfounded however... I just received an update to my ticket, they reactivated my eq2 account and closed the eq1 account. However they only gave me 30 days instead of the 3 months that i paid for. Will the charge be reduced to 14.99? or can someone possibly just update the account with the proper amount of time paid? As it stands it looks like i have paid 41.97 for only one month of game time. That must have been a mistake. Respond to the ticket and explain that you purchased 3 months or send me a PM with the ticket number and I'll take care of it. __________________ Daniel H Technical Support Representative Sony Online Entertainment

10-19-2009, 06:05 PM	#20
eisaimalakas Loremaster Join Date: Jan 2006 Posts: 4	They corrected it and added a 60day credit to the 30days they originally gave me. Looks good now. Thank you

10-19-2009, 09:03 PM	#21
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	eisaimalakas wrote: They corrected it and added a 60day credit to the 30days they originally gave me. Looks good now. Thank you Great, I'm glad to hear that we got it corrected. Let us know if you need any help in the future. __________________ Daniel H Technical Support Representative Sony Online Entertainment