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Account suddenly turned to Silver
grimcatnip
Posts: 16 Arc User
I was gold account. Then logged out to switch. And now its Silver. What happened? The account is on auto renew. So I can't miss payments and account cant just expire. Did anyone else suddenly find your account turned to silver?
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Next, is it close to the time your account was due to renew? There's a number of things that could have caused the renewal to fail; insufficient funds or an expired credit card are the most likely, but a simple communications error could be responsible too. Check your account details. If the payment failed for any reason, it will no longer show you as having a subscription set up. If that's the case, check with your bank to see if there's a reason it didn't go through.
If nothing seems amiss, and you still are flagged as a Silver account, contact customer support.
@flamingbunnyman in game. Formerly @Roderick in City of Heroes.
I checked it again today and it still showed inactive, but as of that check this morning I could still access my Gold characters. I checked the credit card and it was good expiration date wise and I checked the balance and there should be no problem.
So I selected to re-activate and selected the good card and it gave me an error...
Error updating subscription.
I issued a tech ticket and I'm still waiting to hear.
Thanks
Apathy is on the rise, but nobody seems to care.
Apathy is on the rise, but nobody seems to care.
Along with this something rather disturbing happened while I was looking at the payment methods under my account. I attempted to change one of the credit cards stored there to reflect the new expiration date and CVV number. Upon attempting this I received this error on the web site...
"We're Sorry...
An error occurred while trying to add or update your payment method: Your payment method was declined. Please verify the information you have provided is correct. If you believe this is an error, please try another payment method or contact us for support here.
You can go back and use a different payment method, or try again later."
Immediately after this error I received a fraud alert from my bank informing my that there was an attempt by PWE to charge me $1 US.
Now I have alarm bells going off all over from my credit card company wanting to know if this is fraudulent activity.
I do hope that they get on the ball and let me know what is going on.
Apathy is on the rise, but nobody seems to care.
This is really getting annoying.:mad:
Apathy is on the rise, but nobody seems to care.
I tried calling the actual phone number for Account and Billing support at 888-344-4478 during their business hours (10am-6:30pm pst M-F) for assistance and I all I received was a short time holding where a recording informed me that if I was calling during their actual operating hours, agents were to busy to take my call please try again later, CLICK.
I can't remember a time where I had so much trouble trying to give someone my money.
Apathy is on the rise, but nobody seems to care.
Lemme guess. Bank of America?
If so, your card was probably locked. You'll need to talk with your bank to let them know that transactions from PWE are "okay". You, or PWE, somehow managed to trip off your fraud prevention (BoA's PARTICULARLY uptight about stuff like this, I've had them lock down my card for making two purchases from the same place within an 8 hour period).
"Champions-Online and Star Trek Online contained hundreds of hours of mediocre content!"
and "nothing was polished".
--Jack Emmert
Apathy is on the rise, but nobody seems to care.
"I see a $1 (or 1? or ?1) charge, what is it?
When you set up a payment method for a subscription, or to use for purchases through our site, we need to make certain that it is a valid payment method, and authorized for transactions through our billing system.
To accomplish this, there is a $1.00 credit card authorization for all new purchases in addition to the total amount of your purchase, including any applicable local or state taxes or VAT. This $1.00 will not be charged but must be available at the time of purchase.
For instance, say you just bought one of the Cryptic Studios games with a subscription, and you create your subscription while you install the game. Though you will not be charged a subscription fee until your included 30 days has expired, you may see a $1 authorization charge on your account. We do not take that dollar, but we need to confirm that your payment method is valid so that your play is not interrupted when the next billing period rolls around.
This charge will also be visible if you change your payment method. If an authorization fails, you may see multiple $1 authorization attempts. If it does fail, you may want to remove your payment method and reenter it afresh (an error in the billing address is the most common cause for a failure)."
That explains the $1 fee pop, just if I could get re-subscribed....
Apathy is on the rise, but nobody seems to care.
Also, there's some evidence that PWE changed the billing service/bank they use.
So, seeing a PWE bill from a different provider may have tripped said fraud alert.
"Champions-Online and Star Trek Online contained hundreds of hours of mediocre content!"
and "nothing was polished".
--Jack Emmert
All was fine until May 28th when my account was switched to silver. I don?t know what they?ve done.
I sent tickets but no answer at all. Neither in game nor web site. This is extremely bad service. I paid in advance for something I can?t use and there is no way of contacting them and getting a response.
Are we going to be compensated for this?
I answered back that no they haven't, nothing since from anyone.
Apathy is on the rise, but nobody seems to care.
Don't do that - not only does it bog down the system with extra reports, slowing things for yourself and others, but now you have three tickets for the same issue in your account.
Hypothetical situation: Rep #1 gets the first ticket and has ho idea how to deal with it, so puts it on hold while escalating the issue. Rep #2 gets the second ticket, and is about to fix the problem, but can't (due to lockout or company policy), because Rep #1 is already working on it. Rep #1's manager is busy, so doesn't get back to him quickly enough, and the ticket closes due to inactivity.
If you don't get a response in a reasonable amount of time, it's far better for everyone involved if you update the existing ticket, rather than opening a new one.
@flamingbunnyman in game. Formerly @Roderick in City of Heroes.
Apathy is on the rise, but nobody seems to care.
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
We are continuing to work on your issue. If you have more information, update your question here:
Subject
My account for Champion Online
Discussion Thread
Response Via Email 05/30/2013 09:57 AM
Hello,
Thank you for writing to us. I am directing your query to a member of our Technical Support team, for assistance.
We appreciate your patience!
Apathy is on the rise, but nobody seems to care.
=^ _ ^= Kitty Lives!
Not to mention all the costume pieces that will go POOF, as well as the bag slots, the free hideout etc.
I'll continue to wait and see how long it takes to get someone to reply back. I'm just really disappointed in how long it takes for this to be looked at. It isn't a CO specific problem, but an account issue. Even if all resources are being funneled to NW, you would think there is someone at the helm of billing and account support.
Apathy is on the rise, but nobody seems to care.
For what it's worth, the free hideout will NOT be taken away, nor will anything in your shared bank.
Unpurchased gold costume parts will only be taken away if you edit the costume. Costume slots beyond the first (+1 if in a SG, plus any purchased) will be saved, but locked out. You keep the first X on the list, you don't choose.
Your unpurchased bag slots will be emptied into your overflow bag, and the bags in those slots unequipped.
If you're over 250g, I'm not sure if the excess is retained but can't go up until you get under the cap, or if the excess is lost.
You can always convert a Gold character to a Silver AT for free (if you own the AT), but you can only convert an AT to FF for free ONCE. I personally would start a new character while waiting, rather than have to pay to go back to FF later.
@flamingbunnyman in game. Formerly @Roderick in City of Heroes.
Apathy is on the rise, but nobody seems to care.
They said they can't respond to my ticket due to backlog. But my favy line of the email.
"
If you are still experiencing an issue or need further assistance, please respond directly to this ticket and we will look into your issue as fast as we can."
>_>;;; Such great help. Thanks. Doesn't matter anymore.
The shared bank has no cap; my girlfriend is Silver, and at one point had a few thousand in hers. Getting it out and passing it to me 250 at a time so I could buy expensive things from the AH for her was tedious.
@flamingbunnyman in game. Formerly @Roderick in City of Heroes.
Mine must be two steps behind you, received the same response last night.
flamingbunnyman, thanks for letting me know. I couldn't stand it anymore and started a new Silver AT I had purchased in the past. The only major problem is that I have all my 36+ Alts in my own personal supergroup, since all my ALTs are locked, I can't access my supergroup bank or add any new characters to it. That stinks as my supergroup vault is where all my level 5-7 mods are stored and my level 40 gear, costume pieces, etc.
Apathy is on the rise, but nobody seems to care.
I had to deal with this issue with the support too, they can't do anything, and i miss out on my subscription payment rate and have to pay more now if i wish to continue paying cryptic to remove content and add broken crap.
So my best conclusion is, they are intentionally making errors with subs to reset people on the lower subscription rates and jack it up, and also affecting normal people too to cover their tracks and make it just look like anyone who mentions as "crazy" . Well, that's how i'm seeing it as untill they prove me wrong, just as i'm still waiting for them to prove me wrong about poor quality when claiming to provide high quality content
I got the same answer. Just forwarded to billing. Waiting to see what comes out of this. It?s been a week and still can?t play my gold account which I paid for in advance.
Not good at all.
Surreal answer. :eek: :mad:
I'm sorry to hear that. I'm not sure they are doing it on purpose to push everyone to a higher monthly payment, as that's what my subscription was. The more expensive $14.99 US / month payment. Taking guaranteed money out of your pocket from reoccurring subscriptions is definitely not a winning business model.
I don't see why they can't fix this or at least give some reasons why it has happened. I'll continue to play free sans all my supergroup stuff until they get this thing solved.
What can I say, I love this game. :redface:
Apathy is on the rise, but nobody seems to care.
You answered your own question. You purchased one month, then you turned into silver.
I do recall in the Atari times that you could buy months instead of a recurring fee. I don't think those are available under PWE...
=^ _ ^= Kitty Lives!
On the 20th of May, I returned to Champions and paid $15 for a one-month gold subscription. 9 days later on the 29th, when I logged in, I had been changed to "silver" and all my gold chrs were locked out.
I've tried to phone customer support, but I get the same disconnect-and-go-away message as the people above.. I have opened a ticket, it lists as "pending."
Also, I encountered a brand new player last night who bought himself a 1-month and has been playing silver since he started, because he just was never given gold.
More and more people are being hit by this.. Please keep this thread alive. We need action
After I read your post I gave it another try, and I was able to add the payment method and reactivate my account. I noticed they added a verification code to the login to access your account, so they must have done something.
Update. Upon checking today after successfully activating my account yesterday, it has gone back to inactive again.
Here we go again.
Well good news, I was able to reactivate it again, with the same card again. Now I'm going to have to check my account to make sure I wasn't double billed.
Well upon checking mu account, there is no charge for the $14.99 subscription when I activated it yesterday. Today when I reactivated it again all it shows is that $1 pre authorization hold. When do they actually charge the account for the monthly fee?
Apathy is on the rise, but nobody seems to care.
Thank you so much for your patience regarding this matter.
We have identified the issues affecting our subscription services; and we hope to have a fix as soon as possible. We are taking the extra attention to make sure that we correct the issue in its entirety, to prevent problems like this one from occurring again in the future. Once fixed, your account should reflect the correct subscription status, and will receive all the standard benefits associated with the subscription chosen. Thanks again!
And just now I logged in, I'm back to GOLD again!
i have made a thread called "CO not again",still waiting my gold.
lucky you,still waiting my gold status.
the same is happening to me too,and i can't acess the support page.
check here my nightmare > http://co-forum.perfectworld.com/showthread.php?t=226291
did you get your money back?