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Please Help - Need Contact Support Number

I have an unusual issue that I need a contact number to help resolve. The regular channels of online support simply will not work for my issue. Issue is as follows:

My son's laptop got infected with a virus from his activities. We had the laptop cleaned up - but when we loaded up the STO launcher (not sure if this matters, but he got it through Steam) - I noticed that his username was replaced with a bunch of random numbers. We used his normal password and I was able to log in for him (he's currently grounded) to grab the free TNG uniform from the Summer Giveaway. I logged in on day 2 and the random numbers were replaced with his '@sample" username on the launcher - however the password didn't work.

Here is the problem - he has forgotten the password for the email his account is attached to (he created it just for STO) and we are unable to receive support through this method. IF I wasn't already bald - I would be trying to find a support number.

Can someone please advise so we can continue to play together in the future?
[SIGPIC][/SIGPIC]
Post edited by solidshatner on

Comments

  • askrayaskray Member Posts: 3,329 Arc User
    edited September 2014
    I have an unusual issue that I need a contact number to help resolve. The regular channels of online support simply will not work for my issue. Issue is as follows:

    My son's laptop got infected with a virus from his activities. We had the laptop cleaned up - but when we loaded up the STO launcher (not sure if this matters, but he got it through Steam) - I noticed that his username was replaced with a bunch of random numbers. We used his normal password and I was able to log in for him (he's currently grounded) to grab the free TNG uniform from the Summer Giveaway. I logged in on day 2 and the random numbers were replaced with his '@sample" username on the launcher - however the password didn't work.

    Here is the problem - he has forgotten the password for the email his account is attached to (he created it just for STO) and we are unable to receive support through this method. IF I wasn't already bald - I would be trying to find a support number.

    Can someone please advise so we can continue to play together in the future?

    You can e-mail billing at customerservice@perfectworld.com with the subject along the lines of "I can't access my account nor the e-mail it's bound to" or RE: Billing - locked out account. Something like that and explain in great detail the situation.

    They will respond with some account questions to make sure that they can verify ownership, and then you should be all okie dokie.
    Yes, I'm that Askray@Batbayer in game. Yes, I still play. No, I don't care.
    Former Community Moderator, Former SSR DJ, Now Full time father to two kids, Husband, Retail Worker.
    Tiktok: @Askray Facebook: Askray113


  • tehbubbalootehbubbaloo Member Posts: 2,003 Arc User
    edited September 2014
    I have an unusual issue that I need a contact number to help resolve. The regular channels of online support simply will not work for my issue. Issue is as follows:

    My son's laptop got infected with a virus from his activities. We had the laptop cleaned up - but when we loaded up the STO launcher (not sure if this matters, but he got it through Steam) - I noticed that his username was replaced with a bunch of random numbers. We used his normal password and I was able to log in for him (he's currently grounded) to grab the free TNG uniform from the Summer Giveaway. I logged in on day 2 and the random numbers were replaced with his '@sample" username on the launcher - however the password didn't work.

    Here is the problem - he has forgotten the password for the email his account is attached to (he created it just for STO) and we are unable to receive support through this method. IF I wasn't already bald - I would be trying to find a support number.

    Can someone please advise so we can continue to play together in the future?

    what info did you use to log into the forum? i use the same user:pass in both the forum and the game client.
  • askrayaskray Member Posts: 3,329 Arc User
    edited September 2014
    what info did you use to log into the forum? i use the same user:pass in both the forum and the game client.

    psst - he's trying to get the info for his son's account, not the account he's posting with ;)
    Yes, I'm that Askray@Batbayer in game. Yes, I still play. No, I don't care.
    Former Community Moderator, Former SSR DJ, Now Full time father to two kids, Husband, Retail Worker.
    Tiktok: @Askray Facebook: Askray113


  • solidshatnersolidshatner Member Posts: 390 Arc User
    edited September 2014
    askray wrote: »
    psst - he's trying to get the info for his son's account, not the account he's posting with ;)

    Thanks for the help by the way. I sent the email. I'm hoping it gets resolved before the give away event ends, but I'll be happy as long as it can be fixed.

    I think I might keep this thread updated until its resolved. This way, if anyone else has a similar issue - they can refer to the thread to see what can be expected for turnaround times, outcome, etc. It can't be the first time this has happened. Was just surprised to find there is no 800# for support.

    I'll keep you posted. Again, thanks for the help.
    [SIGPIC][/SIGPIC]
  • askrayaskray Member Posts: 3,329 Arc User
    edited September 2014
    Thanks for the help by the way. I sent the email. I'm hoping it gets resolved before the give away event ends, but I'll be happy as long as it can be fixed.

    I think I might keep this thread updated until its resolved. This way, if anyone else has a similar issue - they can refer to the thread to see what can be expected for turnaround times, outcome, etc. It can't be the first time this has happened. Was just surprised to find there is no 800# for support.

    I'll keep you posted. Again, thanks for the help.

    FYI - you cannot post correspondence between PWE/Cryptic and yourself.
    Yes, I'm that Askray@Batbayer in game. Yes, I still play. No, I don't care.
    Former Community Moderator, Former SSR DJ, Now Full time father to two kids, Husband, Retail Worker.
    Tiktok: @Askray Facebook: Askray113


  • solidshatnersolidshatner Member Posts: 390 Arc User
    edited September 2014
    OK. Just got an email at 1:28am with a ticket number and a quick msg saying due to high volumes of issues, they will get back to me as soon as they can.

    Will continue to post progress.
    [SIGPIC][/SIGPIC]
  • solidshatnersolidshatner Member Posts: 390 Arc User
    edited September 2014
    askray wrote: »
    FYI - you cannot post correspondence between PWE/Cryptic and yourself.

    Oh - Is it OK if I'm not specific?
    [SIGPIC][/SIGPIC]
  • solidshatnersolidshatner Member Posts: 390 Arc User
    edited September 2014
    On a positive note, I got a response pretty quickly with another email just minutes ago.

    The downside: I am completely irate now. Its like they never even bothered reading the body of my email. They responded by suggesting I try logging in with the email account (which I already mentioned was a fail), or by clicking a link to get a reset sent to the email address attached to the account. That would be great if I didn't already explain my son forgot his password to it.

    I responded to the customer service mail explaining the situation again (also requesting a contact number) and got a response during the course of typing this. They said that they can no longer respond to me and need a mail from the account holder. My answer to this was short. "He's 12. Seriously?"

    They do seem to be quick to respond - I'll give them that. They responded again saying they need a mail from the email address attached to the account. I replied re-re-explaining we are locked out of it.

    Wonder what the next step will be.
    [SIGPIC][/SIGPIC]
  • solidshatnersolidshatner Member Posts: 390 Arc User
    edited September 2014
    I'll just point out again that its disappointing to me that I strongly feel this could easily have been resolved with a 10-15 min phone call.
    [SIGPIC][/SIGPIC]
  • tekehdtekehd Member Posts: 2,032 Arc User
    edited September 2014
    I have an unusual issue that I need a contact number to help resolve. The regular channels of online support simply will not work for my issue. Issue is as follows:

    My son's laptop got infected with a virus from his activities. We had the laptop cleaned up - but when we loaded up the STO launcher (not sure if this matters, but he got it through Steam) - I noticed that his username was replaced with a bunch of random numbers. We used his normal password and I was able to log in for him (he's currently grounded) to grab the free TNG uniform from the Summer Giveaway. I logged in on day 2 and the random numbers were replaced with his '@sample" username on the launcher - however the password didn't work.

    Here is the problem - he has forgotten the password for the email his account is attached to (he created it just for STO) and we are unable to receive support through this method. IF I wasn't already bald - I would be trying to find a support number.

    Can someone please advise so we can continue to play together in the future?

    If you're talking through the STO launcher itself, that is normal. The PWE account name is actually a string of numbers..... the stuff like "tekehd, for example in my case, or the email name are merely convenient aliases in the system to use. That's that same account name than a subscriber needs to use when using the jabber-client chat feature of STO when not logged on.
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