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Account Error

SystemSystem Member, NoReporting Posts: 178,019 Arc User
Every time I put in my account information, it says "Account error, please contact Billing support", which I've attempted to do, but the hyperlinks at the Billing Support page don't seem to be working for me. I am using a Del Taco free trial and my account says that much, but for some reason when I attempt to log in, I continually get this error. Any ideas as to how I might fix it? Thanks!
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  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2010
    Talathis wrote: »
    Every time I put in my account information, it says "Account error, please contact Billing support", which I've attempted to do, but the hyperlinks at the Billing Support page don't seem to be working for me. I am using a Del Taco free trial and my account says that much, but for some reason when I attempt to log in, I continually get this error. Any ideas as to how I might fix it? Thanks!

    Bumping this one. Same here. Also, my Del Taco promotion info on my account has disappeared. :eek:
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2010
    Lets hope someone checks out this thread so they fix the website. I sent an e-mail telling them about the problem with the ticket system but it likely went to the wrong support group considering I had a billing problem and this is a website issue.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I have a paid account, and I have yet to get in game. I am getting the same issue. It seems their ticket system is broken because I posted a ticket about 20 hrs ago... still no response. I also sent an email close to 24 hrs ago and received only the automated TRIBBLE. This game launch is Broken with a capitol 'B'.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    got the same problem.

    i entered my game time card key before making an account.
    my game time card key is not visible in the product section on my game account.
    fortunate i got an email confirmation that my card key is activated.

    I downloaded the star trek online game from the startrekonline.com website.
    When i log in the star trek online server i got an account error: please contact billing support and an server down warning.

    greets,
    Floris
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    If you get that error, you ened to register a retail key, and set up an active subscription. If you think you have set it up corerctly, Copy and paste your activated products page here
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Wesgro,

    is your key visible on your game acound? did you make an acound before entering the key?

    greets

    floris
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Are there 2 keys then?

    why did they put the star trek online download on the website then? there was no retail key included. (or do you mean the game time card key which i activated?



    This email is to confirm that you have activated:

    * Star Trek Online Game Card 60 Days

    To manage your account, please visit https://www.startrekonline.com/user. Thank you for choosing Star Trek Online!


    Sincerely,

    Cryptic Studios


    could you please help
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Are there 2 keys then?

    why did they put the star trek online download on the website then? there was no retail key included. (or do you mean the game time card key which i activated?



    This email is to confirm that you have activated:

    * Star Trek Online Game Card 60 Days

    To manage your account, please visit https://www.startrekonline.com/user. Thank you for choosing Star Trek Online!


    Sincerely,

    Cryptic Studios


    could you please help

    You need to actually buy the game first. ALl yovue done is put a gamecard on an empty account. Once youve bought the game and registered the key, you can play.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    why did they put the star trek online download on the website then? no retail key included.

    ???
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    why did they put the star trek online download on the website then? no retail key included.

    So people who have lost their installation or retail cd's have access to a permanent backup. If youw ant to play the game, then you will need to purchase the full retail version, and apply the key.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    hi all,

    i have about the same prob, i bought the game and a game card for 30 days in a computer store.
    installed it and made an account, registerd the game and game card. then i validated with the confirmation mail and all of the sudden i couldn't log in to the site or the game.
    i just keep getting the message that my account isn't recognised.
    i submitted a few tickest whitout logging in (wich i couldn't lol).no response for 6 days.
    then i just made an alternate account wich works fine, but with no game registerd since i did that on the other account (wich can't log in lol).
    made a ticket on that account the 11th and got a response the 19th. seems to be a standard reply to all open tickets....

    i just hope that by putting this here there will be others out there with about the same prob.
    seems that the support section of sto isn't the strongest point of the game.

    anybody have any advice on what i could do since i am getting bored of just waiting for them to react.

    greetz,
    bulle
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I have put in my "activition key" and it still tells me that I have an "Account Error please contact the Billing Service" so who do I have to call. I am not talking to no computer. But then again so might the human that is on the other end. Or just make me go in circles.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    trin23 wrote:
    I have put in my "activition key" and it still tells me that I have an "Account Error please contact the Billing Service" so who do I have to call. I am not talking to no computer. But then again so might the human that is on the other end. Or just make me go in circles.

    Copy and paste everything that is in your activated products page. We can help you from there.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    bulle74 wrote:
    hi all,

    i have about the same prob, i bought the game and a game card for 30 days in a computer store.
    installed it and made an account, registerd the game and game card. then i validated with the confirmation mail and all of the sudden i couldn't log in to the site or the game.
    i just keep getting the message that my account isn't recognised.
    i submitted a few tickest whitout logging in (wich i couldn't lol).no response for 6 days.
    then i just made an alternate account wich works fine, but with no game registerd since i did that on the other account (wich can't log in lol).
    made a ticket on that account the 11th and got a response the 19th. seems to be a standard reply to all open tickets....

    i just hope that by putting this here there will be others out there with about the same prob.
    seems that the support section of sto isn't the strongest point of the game.

    anybody have any advice on what i could do since i am getting bored of just waiting for them to react.

    greetz,
    bulle

    Youll have to submit a ticket through support. You've probably made a typo when you created your account and password. Billing will be able to find that account and help you.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    tedgp123 wrote: »
    Copy and paste everything that is in your activated products page. We can help you from there.

    The only this is says "Account error, please contact Billing suppurt"

    And I have emailed them.

    I have done everything that is required new account enter the "key" I have done it quad times.

    also when I entered in again it tells me that I have no "key"

    Latest Entries
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    Dashboard Cryptic Store Settings
    ProductsYou have no products. Click here to enter a key.
    Payment MethodsAdd Payment Method Cryptic PointsCurrent Balance: 0

    Buy More

    Do I have to purchase more? or can I just use the 30 day trial????????
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    trin_23 wrote:
    The only this is says "Account error, please contact Billing suppurt"

    And I have emailed them.

    I have done everything that is required new account enter the "key" I have done it quad times.

    also when I entered in again it tells me that I have no "key"

    Latest Entries
    News Archive
    RSS News Feed
    Buy STO
    About STO
    FAQ
    Cryptic Store
    Factions
    STO and Abrams
    Dev Chats
    Ask Cryptic
    Player Progression
    The Path to 2409
    Reviews
    Screenshots
    Videos
    Wallpapers
    Ship Listing
    Ship Overview
    Bridge Officers
    Crew
    Station Mods
    Ship Equipment
    Tiers
    Forums
    IRC Chat
    Newsletter Sign-up
    Facebook
    Support
    Redeem Key
    Download
    Manual
    Release Notes

    Dashboard Cryptic Store Settings
    ProductsYou have no products. Click here to enter a key.
    Payment MethodsAdd Payment Method Cryptic PointsCurrent Balance: 0

    Buy More

    Do I have to purchase more? or can I just use the 30 day trial????????

    You havent registered your game. You need to buy the game, register the cdkey found on the back on the manual, then set up a recurring subscription using a credit card, paypal or valid gametime card.

    there is no 30 day trial either. The free time comes with purchase of the retail game, and activation of a valid subscription.

    Follow these instructions:-
    • Login to http://www.startrekonline.com using the login box int he top right corner.
    • Go to [url]Http://www.startrekonline.com/activate[/url] and enter your retail key found on the instruction manual
    • When the key is registered you will be shown another page to set up a subscription. Enter your credit card, paypal, or gametime card number (sold seperatley), and cick ok. After a few seconds you should get the account activated message.
    • Log in to the game.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I HAVE BOUGHT THE GAME at a retail store and have the Product Key. There has to be a Human that I can call to in the US not anywhere else as to ascertain my questions. That is if you can not help me. Once again I have purchase the Disc with the Product Key




    Star Trek Online - Retail
    With 30 free days

    Click here to visit our support section. When will I be billed?
    If you are just activating your retail key and purchasing the lifetime subscription, you will be billed right away. Otherwise, you will be billed 30 days from today for your first subscription period. If you are changing an existing subscription, then you will be billed at your new rate at the end of your current billing period.

    If I am changing an existing subscription, will I lose any time for my current billing term?
    No, since the change will not take effect until your next billing date, your current billing term is not affected in any way. Lifetime subscription covers your subscription fee for as long as the game is in service. Subscription fees are non-refundable. We make no explicit or implicit warranties on the service period of the game. Subscriptions
    Recurring Subscription $299.99 USD Lifetime $77.94 USD Recurring 6-Month $41.97 USD Recurring 3-Month $14.99 USD Recurring 1-MonthNon Recurring Subscription Game Card
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    trin_23 wrote:
    I HAVE BOUGHT THE GAME at a retail store and have the Product Key. There has to be a Human that I can call to in the US not anywhere else as to ascertain my questions. That is if you can not help me. Once again I have purchase the Disc with the Product Key




    Star Trek Online - Retail
    With 30 free days

    Click here to visit our support section. When will I be billed?
    If you are just activating your retail key and purchasing the lifetime subscription, you will be billed right away. Otherwise, you will be billed 30 days from today for your first subscription period. If you are changing an existing subscription, then you will be billed at your new rate at the end of your current billing period.

    If I am changing an existing subscription, will I lose any time for my current billing term?
    No, since the change will not take effect until your next billing date, your current billing term is not affected in any way. Lifetime subscription covers your subscription fee for as long as the game is in service. Subscription fees are non-refundable. We make no explicit or implicit warranties on the service period of the game. Subscriptions
    Recurring Subscription $299.99 USD Lifetime $77.94 USD Recurring 6-Month $41.97 USD Recurring 3-Month $14.99 USD Recurring 1-MonthNon Recurring Subscription Game Card

    Follow the instructions i posted. Your retail key still has not been acivated. At least not on the account you copied and pasted from.


    If you STILL have problems after trying those instructions, telephone billing tomorrow . You might be on hold for some time though, although people have gotten through within a few minutes.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    trin_23 wrote:
    I HAVE BOUGHT THE GAME at a retail store and have the Product Key. There has to be a Human that I can call to in the US not anywhere else as to ascertain my questions. That is if you can not help me. Once again I have purchase the Disc with the Product Key




    Star Trek Online - Retail
    With 30 free days

    Click here to visit our support section. When will I be billed?
    If you are just activating your retail key and purchasing the lifetime subscription, you will be billed right away. Otherwise, you will be billed 30 days from today for your first subscription period. If you are changing an existing subscription, then you will be billed at your new rate at the end of your current billing period.

    If I am changing an existing subscription, will I lose any time for my current billing term?
    No, since the change will not take effect until your next billing date, your current billing term is not affected in any way. Lifetime subscription covers your subscription fee for as long as the game is in service. Subscription fees are non-refundable. We make no explicit or implicit warranties on the service period of the game. Subscriptions
    Recurring Subscription $299.99 USD Lifetime $77.94 USD Recurring 6-Month $41.97 USD Recurring 3-Month $14.99 USD Recurring 1-MonthNon Recurring Subscription Game Card

    A Subscription is required to activate and play the game. If you just enter the retail key withoout entering a renewing subscription option and a payment method for whn that subscriuption start you will not activate the game. with not get the 30 days subscription bonus, will not pass go , will not collect 200.00
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Please are you understand what I am telling you on my, postings. I have done what you have said. And for the quad times I have told you that I have made an "Activite Account" and input the "Product Key". Nothing.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Even though that I have bought this game at a retail store with the Product key, now I have to pay a subscription to play online?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    from thier FAQ
    Phone Support:
    We also offer live phone support Monday through Friday, 8:00 a.m. to 5:00 p.m. PST US and 8 GMT to 16 GMT UK. You can contact us by phone at:

    (USA)
    +1-408-354-7850
    (UK)
    0870 490 0617
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    trin_23 wrote:
    Even though that I have bought this game at a retail store with the Product key, now I have to pay a subscription to play online?

    you have to set up the subscription (Subscription is required - see back of box) You need the subscription and payment method. you are not charged for the subscription until after the 30 days are used first. But you still have to pre set things up to activate the game key.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    trin_23 wrote:
    Even though that I have bought this game at a retail store with the Product key, now I have to pay a subscription to play online?

    Yes, you need both a retail key and a subscription to play this game.

    http://forums.startrekonline.com/showthread.php?t=118737
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I agree with you. Why should you have to pay another charge for a game that you have bought. And the Key with it.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    trin23 wrote:
    I agree with you. Why should you have to pay another charge for a game that you have bought. And the Key with it.

    You do not have to pay ANOTHER charge. The 30-Days of free time is given to you when starting the subscription. You will not be billed the monthly fee until the 30-Days is up; and they require a valid Credit Card, PayPal account, or Game Time Card to be used to verify the subscription.

    And it says on the box that the subscription is required.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Thought I'd put in my two cents here. Thankfully I'm not having the same problem with STO [as yet]. I've had an active Champions Online account since launch, then two weeks ago, the launcher started telling me that there was an account error and that I needed to contact billing support.

    I have a retail copy of that game, I entered my product key last year and yet this started happening out of the blue. Also my account was paid and showing active on my account page. So there have been account errors happening, a quick look over at CO's forums shows that.

    Oh and all my tickets have gone unlooked at as well, the last one I bothered to submit was early last week.
    I can't phone them since I'm in Australia :(

    So indeed there are some problems that are most likely to be on Cryptics end.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    tedgp123 wrote: »
    Youll have to submit a ticket through support. You've probably made a typo when you created your account and password. Billing will be able to find that account and help you.

    hiya,

    possible, i have submitted several tickets , one of them is now gotten a standard reply. i also sent a pm to coderanger detailing my prob but no reaction yet.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I'm copying and pasting what I just put into a similair thread over on the CO boards, cause I'm half asleep and lazy. :p

    Just an update on my account error problems. Finally got my tickets answered this morning. In my case it seems that when I went to change my payment method, that even though my first attempt looked like it didn't register and so I then entered another one that did show up, thier system saw two methods and froze up. Thus the error.

    Maybe that's what's going on for some others here? The account page can be a bit wonky to use at times and it's hard to tell if what's been inputed has gone through.

    The problem was sorted out by Cryptic staff and all's working at last, phew.

    Hope you all get back in game soon as well.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I bought the game, crate an account, registered activation key... I set up a recurring subscription using a credit card, but every time I get these "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." What should I do now? All information about credit card are correct!!!
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