Any chance I can get the issue resolved that isn't resolved but all the tickets I put in say that it is resolved regarding having to retype my username everytime I switch characters?
The issue is so frustrating this is the best way I can possibly address this problem without violating the don't discuss your correspondence rule. All I can really say is tickets say resolved but they aren't and I still have the problem.
That's not an issue a GM can address; that's a game bug, it affects everybody. Bug reports never get any player communication unless they need more info to reproduce it, and for this one, I assure you they know about it.
If you're opening Bug Reports, you'll never hear anything about the resolution. If you're opening GM tickets, they'll probably give you a canned response that they're forwarding it to the developers, they'll move it into the Bug system, and you'll never get another response.
Watch the Federation News Network forum for patch notes; some day that will be fixed and probably mentioned in the patch notes before it loads. It'll go to Tribble first of course, so if you're testing there, you'll see it before it hits Holodeck. I have no idea what the current status of that bug is though.
Former moderator of these forums. Lifetime sub since before launch. Been here since before public betas. Foundry author of "Franklin Drake Must Die".
"normal" would be getting a generic reply after 3 or 4 days.
As you didn't get that one, that's a good sign, they're probably actually working on the problem.
Which ... "normally" will be done within 2 or 3 weeks.
2-3 weeks seems a tad long. That's pretty horrible turn-around time.
Alright a growing number of us are having patch server issue. We can't even get into launcher. The only recourse is either email or post on the forum for tech support. When the due answer it's basics that most would have tried before asking them and they don't EVEN HAVE A PHONE NUMBER TO CALL> I WANT TO HAVE AN ACTUAL CONVERSATION WITH THEIR TECHIES. G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
Now I know the forums mods will try to move this to tech and support but we need a dev response and nobody is bothering to look at the Tech forums.
Currently a lot of players are unable to log in the game, we cant even get the launcher to load.
Whats happening is the updating launcher window tries to connect and after 2 times just says:-
"Unable to establish connection to Patch Server. Please check your Internet connection. If problems persist, please contact Technical Support."
All you get is a cut and paste response from the knowledge base and still no closer to being able to waste RL money on a Regent.
Are more people having this issue here and can a dev or techie, assuming you have any anymore please tell us a real fix or a workaround please.
I saw your other thread and passed along the tracer information. We have players in-game so this may be a localized issue. Either way, I apologize you are having this issue but I have let the team know to investigate.
so now i am authenticated and verified as an owner, and i got to a GM which is telling me he fixed it and my new email is all set up.
the problem is - this website (my account) still lists the old email (not accessible),
and when i try to log into the game the account verification one time code is also being sent to some another email (probably the unaccessible one)
anyways ty much for any help you gave me here, pls kick them once more
so now i am authenticated and verified as an owner, and i got to a GM which is telling me he fixed it and my new email is all set up.
the problem is - this website (my account) still lists the old email (not accessible),
and when i try to log into the game the account verification one time code is also being sent to some another email (probably the unaccessible one)
anyways ty much for any help you gave me here, pls kick them once more
You can manage your Account Guard settings by going to the "My Account" portal (click "My Account" while logged in, at the top of the page), and then click on the link that says "Account Guard".
You can manage your Account Guard settings by going to the "My Account" portal (click "My Account" while logged in, at the top of the page), and then click on the link that says "Account Guard".
Cheers,
Brandon =/\=
i know.. but ACCOUNT GUARD SENDS A EMAIL WITH AN One-Time Code ON AN NON EXISTENT EMAIL AGAIN ! SO ILL NEVER GET IT!
An email containing an authorization code has been delivered to the email address associated with your account.
Select "Save Browser" to not receive this prompt the next time you log in from this web browser.
i was trying to change the address myself, but the process sends an email to the last address - with an authorisation link!
i cannot click and authorise the change myself, cause the email doesn'T exist
so i need a guy at mysql computer to check my tables and put a new email in every table associated with my account. and set it as authorised.
once more - i cannot change it myself, cause for that i would need to access the non existent email, which is why i have sent a ticket in the first place.
eh, would i be here trolling if i could be ingame?
sry bran, i know there are people, and my english may not be the best, but im no computer noob unable to read instructions in the account management.
so once more - that there are no more questions:
1 - had an domain, email, STO account = happy camper
2 - lost domain rights cause stupid CC problem + vacation
3 - NO ACCESS TO THIS EMAIL, DOMAIN
4 - tried to change email in the account management and account guard,
but apparently your system NEEDS an one time code or authorization link click which is being sent onto the previously registered/used email, which in my case doesn't exist.
5 - written ticket
6 - nobody seems to understand where the problem is, after 4 days of very lovely communication... (thx )
7 - getting enraged, very sad and amazed at once..
8 - GM told me there is the new, functioning email associated with my account (probably cause i have been trying to change it),
but the webpage and game-login say otherwise.
they are still sending all authorisations to the old non existent account,
and the webpage is also still showing it as my registered email.
this needs to GO.
So somewhere in your database there still is a change which needs to be done.
pls ask someone to check the database itself, not some backend admin panel. there has to be a glitch somewhere, a one-click problem. perhaps a boolean click authorised: yes/no..
That's not an issue a GM can address; that's a game bug, it affects everybody. Bug reports never get any player communication unless they need more info to reproduce it, and for this one, I assure you they know about it.
If you're opening Bug Reports, you'll never hear anything about the resolution. If you're opening GM tickets, they'll probably give you a canned response that they're forwarding it to the developers, they'll move it into the Bug system, and you'll never get another response.
Watch the Federation News Network forum for patch notes; some day that will be fixed and probably mentioned in the patch notes before it loads. It'll go to Tribble first of course, so if you're testing there, you'll see it before it hits Holodeck. I have no idea what the current status of that bug is though.
LOL, No... I understand what the problem is. The problem I have is that they (a company and departments as a whole) are aware of the problem and its been over 2 months without any resolution.
i know.. but ACCOUNT GUARD SENDS A EMAIL WITH AN One-Time Code ON AN NON EXISTENT EMAIL AGAIN ! SO ILL NEVER GET IT!
An email containing an authorization code has been delivered to the email address associated with your account.
Select "Save Browser" to not receive this prompt the next time you log in from this web browser.
i was trying to change the address myself, but the process sends an email to the last address - with an authorisation link!
i cannot click and authorise the change myself, cause the email doesn'T exist
so i need a guy at mysql computer to check my tables and put a new email in every table associated with my account. and set it as authorised.
once more - i cannot change it myself, cause for that i would need to access the non existent email, which is why i have sent a ticket in the first place.
eh, would i be here trolling if i could be ingame?
sry bran, i know there are people, and my english may not be the best, but im no computer noob unable to read instructions in the account management.
so once more - that there are no more questions:
1 - had an domain, email, STO account = happy camper
2 - lost domain rights cause stupid CC problem + vacation
3 - NO ACCESS TO THIS EMAIL, DOMAIN
4 - tried to change email in the account management and account guard,
but apparently your system NEEDS an one time code or authorization link click which is being sent onto the previously registered/used email, which in my case doesn't exist.
5 - written ticket
6 - nobody seems to understand where the problem is, after 4 days of very lovely communication... (thx )
7 - getting enraged, very sad and amazed at once..
8 - GM told me there is the new, functioning email associated with my account (probably cause i have been trying to change it),
but the webpage and game-login say otherwise.
they are still sending all authorisations to the old non existent account,
and the webpage is also still showing it as my registered email.
this needs to GO.
So somewhere in your database there still is a change which needs to be done.
pls ask someone to check the database itself, not some backend admin panel. there has to be a glitch somewhere, a one-click problem. perhaps a boolean click authorised: yes/no..
thank you
ps - and yes im cleaning my cookies
Yelling at Bran isn't going to help you. What you need to do is reply to the ticket response and explain politely and in detail that the problem is still remaining and that you need for them to double check. Miscommunications happen all the time, so it isn't hard to imagine that they misunderstood what you needed done.
I had a similar issue not that long ago, and it was resolved without a problem once I figured out what needed to be done. But you really do need to be polite and give as much detail pertaining to the problem as you can.
I noticed today that my Gold subscription had become Inactive, although I never chose to inactivate it. When I tried to reactivate the subscription, I received the error message "Error Updating Subscription". I have never had any billing issues of any kind before, so I would like to know why my Gold account is suddenly inactive? I have been a Gold member for over 800 days.
When I tried submitting a ticket through the Perfect World support page, the dropdown options did not work. The only way that I could submit a ticket was to send an email to the email address customerservice@perfectworld.com. I'm hoping that I can get a quick resolution to this issue.
Yelling at Bran isn't going to help you. What you need to do is reply to the ticket response and explain politely and in detail that the problem is still remaining and that you need for them to double check. Miscommunications happen all the time, so it isn't hard to imagine that they misunderstood what you needed done.
- i'm not yelling, im just writing big letters. i dont see where i was NOT polite, i just explained the problem once more, describing the whole situation IN COLOR. the same text was sent to the support so i suppose the GM has been reading it already - it is 11 hours ago.
you know im NOT an native english speaker and it is the 4th language i am using every day, mainly in written communication. so i am very sorry if the stuff i mean to say gives an impression that i try to be aggressive.
but rest assured - if i would want to yell, you would notice..
i also thanked bran for every help he provided and i mean it.
I had a similar issue not that long ago, and it was resolved without a problem once I figured out what needed to be done. But you really do need to be polite and give as much detail pertaining to the problem as you can.
you figured out what needed to be done? i thought they were the support.
in fact, why are you even responding to something which is obviously not your problem? this is a polite question.
and i just do not understand how a GM tells me that the account is associated with email ONE,
where the webpage and log-in say there is an e-mail TWO.
so either the GM i was speaking to doesn't know WHERE he has to look for the REAL authentication email,
(he can be a nice person, a real sweety and a good friend, this is not an offence, i'm also often in situations where i have to LEARN how stuff works, cause i encounter the issue for the first time, and people correct me/
or there is some bigger problem /i assume the first/
you figured out what needed to be done? i thought they were the support.
in fact, why are you even responding to something which is obviously not your problem? this is a polite question.
Yes, I figured it out, by looking around in my account to see exactly where the problem was. It was a simple fix (the site had flubbed up my email address).
As for responding, it is a public forum, and I had a similar problem. All I did was tell you to reply to your ticket response and explain again what the problem is. If English is not your first language, it gets even easier for people to misunderstand you, so it's becoming more and more possible that the support team didn't understand your problem.
Yes, I figured it out, by looking around in my account to see exactly where the problem was. It was a simple fix (the site had flubbed up my email address).
As for responding, it is a public forum, and I had a similar problem. All I did was tell you to reply to your ticket response and explain again what the problem is. If English is not your first language, it gets even easier for people to misunderstand you, so it's becoming more and more possible that the support team didn't understand your problem.
Why did you drop technical support for EU gold/lifetime members? I did heard a rumors that you are going to withdraw from EU market, but i didn't want to believe them until now.
Do you honestly believe that we do not deserve at last a proper announcement rather then just ignore support ticket from us. We are after all still paying customers or it does not mean anything these days?
Your beloved, over 700 veteran days, paying member.
Please excuse my grammar, english is not my native language (apparently)
If you are talking about the forums, there is a separate one for the different languages. Look on the top and there is a flag for the different languages. You may want to check that out.
In case you never bothered to look around the forum, PW takes forever to answer support tickes, whether you are in the EU or not. If you get a reply in 2 weeks you're lucky. It has nothing to do with your location. It's about a few PW support people doing support for 14 games at the same time.
Hi last night i signed up for the 3 months gold for both myself and my girlfreind , and it was all good both accounts were active, however today my account is inactive again, and my paypal transaction is missing aswell, but i do know that it went through because the sto account was acvite. and unfortunatly the pwe help sofar isnt much help. please can somone help me
EDIT from PWE_BranFlakes: Please see the OP of this thread for information on how to get support Our Billing team will be able to investigate. Thanks!
I created a ticket 4 days ago in game, and I still have not received a response! I tried to do the same on the website under support and your drop down menu for product does not work and nothing happens when I select star trek online, and to make matters even more annoying according to the Ticket History on your site it shows that NO ticket was raised.
I was away from STO for nearly a month and when I returned I have had SEVERAL items listed on the exchange gone missing, they are not in my mail or in any of my banks.
I am a paying subscriber and have been for years now, I am not a F2P player and I am very disappointed in the service in regards to this issue.
If no resolution is met, and if my items are not returned then I will cancel my subscription and that of my partner.
the items were still listed on the exchange prior to the Tholian Lock Boxes going live.
I don't mean to have made this issue "Public" however with not being able to raise any feedback from STO I am left with no choice but to do so.
I understand that you may sanction me with a warning or ban for posting a private matter on the forums however as I have stated above I have tried to get somewhat of a response from STO/Perfect Worlds, if I am sanctioned then it pretty much shows how much STO/PW rspects and views their paying customers.
PW Support covers 14 different games and they deal with Tickets on a first-come, first-served basis from all those games - and they don't work on weekends. 5-7 "business" days is far more likely a time-frame to get a reply.
STO is about my Liberated Borg Federation Captain with his Breen 1st Officer, Jem'Hadar Tactical Officer, Liberated Borg Engineering Officer, Android Ops Officer, Photonic Science Officer, Gorn Science Officer, and Reman Medical Officer jumping into their Jem'Hadar Carrier and flying off to do missions for the new Romulan Empire. But for some players allowing a T5 Connie to be used breaks the canon in the game.
Which mail did you check? Your in-game mail is no longer linked to your forum handle. Did you check to see how much EC you have as these items may have been sold? If you have reported the Exchange as spam, then this could also be a possible reason as to why your stuff has gone missing.
We understand your pain the line for complaints is fairly long, but the support has never assisted me, except to say sorry that happened to you......I really do not consider that support?
We understand your pain the line for complaints is fairly long, but the support has never assisted me, except to say sorry that happened to you......I really do not consider that support?
You do know that making new accounts to get around being Banned is grounds for getting you permanently banned from the game - even though you are an LTSer?
Even though I don't always agree with what you say I wouldn't want to see you kicked from the game.
STO is about my Liberated Borg Federation Captain with his Breen 1st Officer, Jem'Hadar Tactical Officer, Liberated Borg Engineering Officer, Android Ops Officer, Photonic Science Officer, Gorn Science Officer, and Reman Medical Officer jumping into their Jem'Hadar Carrier and flying off to do missions for the new Romulan Empire. But for some players allowing a T5 Connie to be used breaks the canon in the game.
Could someone have a check whether the tech boys are actually looking at the issue where players cant get the launcher to load, the patch server issue has been going on over a week now and its starting to become a real let down on the service we normally get.
Yes it's only affecting a small minority right now but more and more people arent able to get past the auto patch on the launcher, so it gets to trying to connect 2 times and then gives up
[SIGPIC][/SIGPIC]
Original Join Date May 2009 - Real 1000 Day Veteran
Comments
That's not an issue a GM can address; that's a game bug, it affects everybody. Bug reports never get any player communication unless they need more info to reproduce it, and for this one, I assure you they know about it.
If you're opening Bug Reports, you'll never hear anything about the resolution. If you're opening GM tickets, they'll probably give you a canned response that they're forwarding it to the developers, they'll move it into the Bug system, and you'll never get another response.
Watch the Federation News Network forum for patch notes; some day that will be fixed and probably mentioned in the patch notes before it loads. It'll go to Tribble first of course, so if you're testing there, you'll see it before it hits Holodeck. I have no idea what the current status of that bug is though.
2-3 weeks seems a tad long. That's pretty horrible turn-around time.
Oh well.
so i have sent all the required information on Wed, Aug 15, 2012 at 9:27 AM
no response yet..
Currently a lot of players are unable to log in the game, we cant even get the launcher to load.
Whats happening is the updating launcher window tries to connect and after 2 times just says:-
"Unable to establish connection to Patch Server. Please check your Internet connection. If problems persist, please contact Technical Support."
All you get is a cut and paste response from the knowledge base and still no closer to being able to waste RL money on a Regent.
Are more people having this issue here and can a dev or techie, assuming you have any anymore please tell us a real fix or a workaround please.
Original Join Date May 2009 - Real 1000 Day Veteran
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
G E T A P H O N E!
I saw your other thread and passed along the tracer information. We have players in-game so this may be a localized issue. Either way, I apologize you are having this issue but I have let the team know to investigate.
Cheers,
Brandon =/\=
so now i am authenticated and verified as an owner, and i got to a GM which is telling me he fixed it and my new email is all set up.
the problem is - this website (my account) still lists the old email (not accessible),
and when i try to log into the game the account verification one time code is also being sent to some another email (probably the unaccessible one)
anyways ty much for any help you gave me here, pls kick them once more
You can manage your Account Guard settings by going to the "My Account" portal (click "My Account" while logged in, at the top of the page), and then click on the link that says "Account Guard".
Cheers,
Brandon =/\=
i know.. but ACCOUNT GUARD SENDS A EMAIL WITH AN One-Time Code ON AN NON EXISTENT EMAIL AGAIN ! SO ILL NEVER GET IT!
An email containing an authorization code has been delivered to the email address associated with your account.
Select "Save Browser" to not receive this prompt the next time you log in from this web browser.
i was trying to change the address myself, but the process sends an email to the last address - with an authorisation link!
i cannot click and authorise the change myself, cause the email doesn'T exist
so i need a guy at mysql computer to check my tables and put a new email in every table associated with my account. and set it as authorised.
once more - i cannot change it myself, cause for that i would need to access the non existent email, which is why i have sent a ticket in the first place.
eh, would i be here trolling if i could be ingame?
sry bran, i know there are people, and my english may not be the best, but im no computer noob unable to read instructions in the account management.
so once more - that there are no more questions:
1 - had an domain, email, STO account = happy camper
2 - lost domain rights cause stupid CC problem + vacation
3 - NO ACCESS TO THIS EMAIL, DOMAIN
4 - tried to change email in the account management and account guard,
but apparently your system NEEDS an one time code or authorization link click which is being sent onto the previously registered/used email, which in my case doesn't exist.
5 - written ticket
6 - nobody seems to understand where the problem is, after 4 days of very lovely communication... (thx
7 - getting enraged, very sad and amazed at once..
8 - GM told me there is the new, functioning email associated with my account (probably cause i have been trying to change it),
but the webpage and game-login say otherwise.
they are still sending all authorisations to the old non existent account,
and the webpage is also still showing it as my registered email.
this needs to GO.
So somewhere in your database there still is a change which needs to be done.
pls ask someone to check the database itself, not some backend admin panel. there has to be a glitch somewhere, a one-click problem. perhaps a boolean click authorised: yes/no..
thank you
ps - and yes im cleaning my cookies
LOL, No... I understand what the problem is. The problem I have is that they (a company and departments as a whole) are aware of the problem and its been over 2 months without any resolution.
I had a similar issue not that long ago, and it was resolved without a problem once I figured out what needed to be done. But you really do need to be polite and give as much detail pertaining to the problem as you can.
When I tried submitting a ticket through the Perfect World support page, the dropdown options did not work. The only way that I could submit a ticket was to send an email to the email address customerservice@perfectworld.com. I'm hoping that I can get a quick resolution to this issue.
Thanks.
- i'm not yelling, im just writing big letters. i dont see where i was NOT polite, i just explained the problem once more, describing the whole situation IN COLOR. the same text was sent to the support so i suppose the GM has been reading it already - it is 11 hours ago.
you know im NOT an native english speaker and it is the 4th language i am using every day, mainly in written communication. so i am very sorry if the stuff i mean to say gives an impression that i try to be aggressive.
but rest assured - if i would want to yell, you would notice..
i also thanked bran for every help he provided and i mean it.
you figured out what needed to be done? i thought they were the support.
in fact, why are you even responding to something which is obviously not your problem? this is a polite question.
......................................................
and i just do not understand how a GM tells me that the account is associated with email ONE,
where the webpage and log-in say there is an e-mail TWO.
so either the GM i was speaking to doesn't know WHERE he has to look for the REAL authentication email,
(he can be a nice person, a real sweety and a good friend, this is not an offence, i'm also often in situations where i have to LEARN how stuff works, cause i encounter the issue for the first time, and people correct me/
or there is some bigger problem /i assume the first/
When you post on a public forum, you invite response from the community; that capability is why the forums are here in the first place.
Yes, I figured it out, by looking around in my account to see exactly where the problem was. It was a simple fix (the site had flubbed up my email address).
As for responding, it is a public forum, and I had a similar problem. All I did was tell you to reply to your ticket response and explain again what the problem is. If English is not your first language, it gets even easier for people to misunderstand you, so it's becoming more and more possible that the support team didn't understand your problem.
now what does "flubbed" mean?
Why did you drop technical support for EU gold/lifetime members? I did heard a rumors that you are going to withdraw from EU market, but i didn't want to believe them until now.
Do you honestly believe that we do not deserve at last a proper announcement rather then just ignore support ticket from us. We are after all still paying customers or it does not mean anything these days?
Your beloved, over 700 veteran days, paying member.
i think NOW we have spoken the same language with the GM
see you ingame SOON
and thank you once more, pwebranflakes..
EDIT from PWE_BranFlakes: Please see the OP of this thread for information on how to get support
I created a ticket 4 days ago in game, and I still have not received a response! I tried to do the same on the website under support and your drop down menu for product does not work and nothing happens when I select star trek online, and to make matters even more annoying according to the Ticket History on your site it shows that NO ticket was raised.
I was away from STO for nearly a month and when I returned I have had SEVERAL items listed on the exchange gone missing, they are not in my mail or in any of my banks.
I am a paying subscriber and have been for years now, I am not a F2P player and I am very disappointed in the service in regards to this issue.
If no resolution is met, and if my items are not returned then I will cancel my subscription and that of my partner.
the items were still listed on the exchange prior to the Tholian Lock Boxes going live.
I don't mean to have made this issue "Public" however with not being able to raise any feedback from STO I am left with no choice but to do so.
I understand that you may sanction me with a warning or ban for posting a private matter on the forums however as I have stated above I have tried to get somewhat of a response from STO/Perfect Worlds, if I am sanctioned then it pretty much shows how much STO/PW rspects and views their paying customers.
Even though I don't always agree with what you say I wouldn't want to see you kicked from the game.
Yes it's only affecting a small minority right now but more and more people arent able to get past the auto patch on the launcher, so it gets to trying to connect 2 times and then gives up
Original Join Date May 2009 - Real 1000 Day Veteran