Pre-Order Digital Download problem

[Speer]

So, I pre-ordered RoK as a digital download from Sony (2 copies, 1 for each account I have).  Patch day comes, I get access... AWESOME!  Now, 2 days LATER, I get 2 emails stating that there has been a billing problem (same card that I just paid for my subscription of one of the accounts of course), and that my access to RoK has been revoked!?!? (btw, my account page hasn't updated that part yet).The email then states that i can go back to the Station Store to reorder.  Guess what? I go there, and it is NOT even listed.  So now what??Do I lose my 2 house pets? My 70+ progress?  My Sarnak character???And of course they don't have a support page for anything related to this LOLAnyone have any tips (before I go crazy)?  Thanks in advance.

[MKL]

I just received this exact same email.  What gives?

[Josgar]

go to www.everquest2.comclick get the gameclick get it nowthen click the link to the station store one... there you will be able to get ROK.

[Speer]

Thanks, but the pre-order pets? I'd like to keep them... BADLY lol...

[Speer]

Sorry, to be very clear, the house seeker (feed it and get shinies) pet

[WtheD]

I go the exact same thing today.  I'm pretty sure I did nothing wrong.  I would like to keep my pre-order pet too.  My account screen still shows Kunark is active (and of course they never gave me the adventure packs I was supposed to get), but I'm not at home to see if I can actually sign on.  I checked my card and I wasn't charged yet.

There is a glitch somewhere, I hope they see this thread and look into this.

[Synd]

Same here, I need this resolved ASAP!

[Ranjadanja]

I have the same email. I looked on my card and it did not get charged for the RoK preorder although the regular monthly subscription charged fine. On the station site it shows RoK as activated so I cannot seem to purchase it. Here is the email I received:

Due to a credit card billing failure we are unable to complete the pre-order you placed on October 17, 2007, for the EverQuest II Rise of Kunark(TM) - All-In-One Compilation. As a result, your pre-order has been cancelled and your access to the expansion has been revoked. You may attempt to place your order again by visiting the Station Store (https://store.station.sony.com/).

Thank you.

Sony Online Entertainment Inc.

SOE Europe Limited for customers in the EU www.station.sony.com

 I have the digital download and am enjoying the expansion. I am not sure how to reorder to pay for it since it is marked activated on the store. The phone number is busy.

You can reach the Accounts department by phone Monday - Friday, 10am-7pm PST at 858-537-0898. lol good luck...

[CBS31]

I also received this e-mail...and waited in line to speak with someone from Sony for three hours before giving up.Everything is working in the game, and I have access to the expansion, so I don't know if the e-mail was a mistake or not.  I'd like to hear an official word on this!EDIT - Just an update that I finally got in touch with someone at chat support, named Ken.  I described my problem, and he told me that I had to re-order the game, which is exactly what the e-mail said.  When I told him that I was unable to do this, as it was still listed as active, he did not respond.  Nor did he respond for the remaining 12 minutes that he stayed in the chat before leaving, even with my continuing to ask questions.  In other words, he just ignored me!

[Valena]

Same problem here. I have 2 accounts paid with the same card, one was billed and the other got this payment problem e-mail.

I contacted my credit card company and they said that there had been no attempt by SOE to claim the money from my card. I have re-ordered and it has gone through OK, I just hope that I don't lose the free shiny pet (who has given me 2 nice rare shinies so far)

[Ranjadanja]

I found this in the knowledge base:

 If you purchased a Digital Download pre-order and have suddenly lost access to the content, the charge for your pre-order has likely been declined by your financial institution. The billing system will not charge your credit card for the pre-order until the expansion goes live. This will sometimes create a large discrepancy between when the order is placed, and when the charge occurs. Some banks or credit card companies will deny a charge if this amount of time exceeds their limits. This may be different for each company. It is also possible the card no longer had the funds available when the pre-order was charged.In these instances, access to the pre-order will be granted to your account for a short period, between one and two weeks. During this period, we will attempt to complete the billing for this pre-order. If the billing fails after 5 attempts, or is not completed by the end of the grace period, the expansion is revoked from the account and will need to be re-ordered. You may purchase a retail copy of the expansion, or re-order the Digital Download for your account from the Station Store (http://store.station.sony.com/).

Maybe my CC company did not like the time from preorder to actual charge?? I am ready, willing and able to pay to play SOE !!

[Tagurok]

I got the same e-mail. I know it wasn't any error on my part or my banks. I triple checked my information to be sure i wouldnt lose out on RoK. This is an error on SOEs part and they need to fix it. If I lose levels or anything I've gotten in RoK I'll leave the game for good. I shouldn't be put out when I preorded within a few days of the preorder being offered.

[Boss_DJ]

I am also having the same issue but havent been charged or recieved failed billing email but still have no access to anything but the regular expansion stuff no adventure packs ect and any attempt to contact them has failed, really bothers me as to since I'm already on the fence about this expansion and if it will be less of a headache to let it be revoked. I was worried about the house pet being taken away but I'll bet within a few weeks it will be nerfed to uselessness as usual. Main issue.... a little info..... heck is it that hard to go and put a nice little sticky explaining what to do, i really dont want to go ahead and reorder only to be charged twice nor do i want to end up getting to 74 or something and get rolled back.

[Garden]

I'm having the same problem with both of my accounts.I've checked with my bank, there's no problem with my bank account, nothing's been blocked recently and there are no payments to SoE showing other than my monthly subscription.My accounts both still show as having access to RoK and the Buranai pet (though the one that previously didn't have adventure packs is still without). And I am unable to find a RoK option on the station store to repurchase it as the email instructs (presumably due to my account still showing it as active).Edit:  Also, following Josgar's instructions above I managed to navigate to a different screen from the one the email gave that allowed you to purchase 'add-ons' for your account (it's the same as the account management screen you get by clicking on 'my account&#39. This showed that the Ruins of Kunark Expansion was active, but the All-in-One pack wasn't purchased. It's also trying to say that I don't have DoF or EoF - my level 67 Fae Swashbuckler will be slightly disconcerted to hear that... Here's a screenie:

[Aloen]

Exact same E-mail here.  Says billing issue, I haven't actually been billed (according to the Sony Store Website Utility-Thing), but still have access to all the content.  Sent an e-mail to CS, but no word back from 'em. Mighty weird.

[Garden]

I've put a post over in tech support linking to this thread, hopefully that will get us some answers.

[Garden]

Ok, no official TSR response, but Josgar replied to my thread over on support and, even though I'd already been to the link he gave, I went and had another look just to make sure. Seems they've now removed the active RoK and you can purchase an 'RoK all-in-one' bundle. For me some of the older expansions still weren't showing as active - but I went ahead and ordered the all-in-ones and now they are all showing as active.And, the important bit of course, I still have my Burynia entitlement.Link to the correct store page, for those who don't want to go read the support thread is: https://account.station.sony.com/au...on?gameCode=EQ2.Hopefully it'll stick this time, and I hope the rest of you manage to get yours sorted out too.

[The Sayyadina]

Heck, they never even CHARGED me for my pre-order RoK (for which I will find my receipt for this evening), and I didn't have access to the expansion on release night, so I bought it for what I considered the second time via DL from the store site.

Still, no charge on my cc and no Burnyai pet.   Bleh.

[Dreyco]

This has happened with most if not all the expansions before to several people and has the same error associated with it, same email, etc.  No funds are transfered (thankfully), but you do not recieve the pre-order benefits.I would strongly recommend that you all spend some time speaking to a CSR about this issue and get your pre-order benefits sorted out.  Getting access to the game again is a breeze, but if you want the pre-order stuff, and have the receipt, you should be able to get your things back.Good luck.To any SOE folks who might be reading this.  Not sure what causes this, but it's happened before with my own online pre-orders and I was stuck going out and getting the boxes.  Never have done anything but get retail since DoF and KoS threw these same errors and emails.  Might be worth a look to prevent it next year

[Ranjadanja]

Thank you Garden for your posts. I checked my Station Acount Management page again and it had changed, like yours, to show the all-in-one for RoK as available to purchase. Even though the other expansions' status are messed up on this page, and RoK is still set as "active", I went ahead and re-ordered as per the email we received from SOE. Now I hope I don't get charged twice, but I think this is the right thing to do at this point. I recomend that everyone with this problem to go ahead and reorder the expansion bundle. I received a receipt email for the purchase.

[The Sayyadina]

I found my Store Order Receipt, pre-ordered on October 18, and it says Secrets of Faydwer All In One Compilation, which was not what I clicked - as soon as the Preorder RoK came up , that's what I linked to and paid for...how odd!