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Paid, but no activation

SystemSystem Member, NoReporting Posts: 178,019 Arc User
There probably will already be a topic about this problem, and I do apologize for the (possible) doublepost.

But this seems to be the only way to actually get some answers. replying in an established thread will either not yield any answers at all, or one half-assed remark wich leaves more questions than you start with.

In any case, this is how it is: I've bought STO: CE. I've bought a lifetime sub, and paid via paypal (it has just cleared yesterday) But my account hasn't activated (wich it should have, as soon as I paid, 'cause you get 30 free days with the CE. Right?)

In my account screen it just says: "You have no products" :confused:

I've been waiting for almost a week now, and I've even shelled out the big bucks without ever setting foot online yet :S So, several questions arise: Should I wait the additional days? will I get somekind of gamecard-code to activate lifteime? Basically this is a 'what now' situation.

I've tried contacting billing support already, but they seem to be on an extended vacation. I hope somebody here can help. Thanks in advance!
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    ...In my account screen it just says: "You have no products" :confused:

    This sounds like you need to activate your keys... http://www.startrekonline.com/activate
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Wich i've done. But if need to do it again, (apparently I do, cause I have no products) I need to pick a subscription again. But I've already chosen the lifetime and I'm not paying double

    Thats the whole problem
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Wich i've done. But if need to do it again, (apparently I do, cause I have no products) I need to pick a subscription again. But I've already chosen the lifetime and I'm not paying double

    Thats the whole problem

    First, are you sure you are activating the proper account?

    Did you buy the lifetime before or after the end of headstart? I think lifetime membership is an account feature technically and still requires you to subscribe; although it also causes you not to get billed in the future since it is active on your account.

    Pick the cheapest subscription and start it up; then if it shows that you are going to be billed for the sub you can cancel it.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I didn't have 'a' or 'the' headstart. I just bought the retail CE and immediately bought the lifetime via paypal during activation. (my serial code is recognised)

    At first I thought I would have to wait until payment got trough (paypal takes 4 days or so) but then I remembered the included 30 free days and got worried. And now here I am

    Are you sure that would work? It sounds a little like getting a mobile phone subscription and canceling before the first bill (wich the company would never accept...) And if I do so, will I have or get the lifetime I paid good money for?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Are you sure that the paypal went completely through or are they just holding the money?

    Most other games, I have not tried it here, allow you to sign up using the CC# and then cancel it right after it is activated. This allows you to continue playing without worry that they are going to charge the card.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    It's more likely to be a simple billing error. The easiest way to solve it would be to give billing a quick call when theyre open, and they will make sure its activated while you are on the telephone.


    (USA)
    +1-408-404-1714
    (UK)
    0870 490 0617
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    tedgp123 wrote: »
    It's more likely to be a simple billing error. The easiest way to solve it would be to give billing a quick call when theyre open, and they will make sure its activated while you are on the telephone.


    (USA)
    +1-408-404-1714
    (UK)
    0870 490 0617

    Having consulted paypal as well (great service) I'll wait 2 more days before I try calling. It seems they had taken my money, but they haven't payed Cryptic yet. Careful study of my account revealed it is suspended until the 18th.

    That UK number, is it the exact number I need to call? no country code? (Im from the netherlands)

    I'll get back you you all after the 18th. If it isn't solved by then I'll raise some hell ;)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Having consulted paypal as well (great service) I'll wait 2 more days before I try calling. It seems they had taken my money, but they haven't payed Cryptic yet. Careful study of my account revealed it is suspended until the 18th.

    That UK number, is it the exact number I need to call? no country code? (Im from the netherlands)

    I'll get back you you all after the 18th. If it isn't solved by then I'll raise some hell ;)

    You may need to add a countrycode. I'm not certain though. UK is +44
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Looks like you are trying to use a trial key as a game time card for setting up a subscription, that won't work.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    coderanger wrote:
    Looks like you are trying to use a trial key as a game time card for setting up a subscription, that won't work.

    Huh, where'd you get that idea?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Huh, where'd you get that idea?
    Its the only thing that makes sense given your activation history.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    The activation key you need is located on the instruction manual inside the box. There will only be one key on that manual. The box itself may have several slips of paper with different keys. The one you need is on that manual.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    i have a similar prob, i bought sto the 5th and registerd it togheter with a game card for 2 months.
    i activated it and could get back on the site. servers were down at that exact moment i saw.
    i made an alternate account just to be able to submit a ticket. on wich i stil haven't received any response.

    prob i get is that the site and game say my account isn't recognised, but my product is registerd. otherwise i would retry it with this alternate account.

    any toughts on how i can get a "faster" reply on the ticket i send?

    greetz,
    bulle

    ps belgium here
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    bulle74 wrote:
    i have a similar prob, i bought sto the 5th and registerd it togheter with a game card for 2 months.
    i activated it and could get back on the site. servers were down at that exact moment i saw.
    i made an alternate account just to be able to submit a ticket. on wich i stil haven't received any response.

    prob i get is that the site and game say my account isn't recognised, but my product is registerd. otherwise i would retry it with this alternate account.

    any toughts on how i can get a "faster" reply on the ticket i send?

    greetz,
    bulle

    ps belgium here

    I am starting to think that the best way to get any answers is to continue to post on the forums. The Devs seem to spend more time here than reading tickets.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    I am starting to think that the best way to get any answers is to continue to post on the forums. The Devs seem to spend more time here than reading tickets.
    Given that devs don't read tickets (customer service does), I guess thats true techically :P
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    coderanger wrote:
    Its the only thing that makes sense given your activation history.

    And why is that? I bought the Retail CE version and entered the serial code from the manual like a good boy.

    On another note: Today it's the nineteenth, so payment should have been delivered already! :mad: How can I adequately scream for some friggin' help if I haven't paid yet? :confused:
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Thank god, after my payment it finally got activated, just as I was about to give up hope and firebomb Cryptic's headoffice ;):D

    This thread can be closed now, unless more people have a similar problem like the title says :)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Well, I do have a similar problem.

    When I try to activate my account, it asks for the activation code, which I found on the back of my manual. It then passes (so I assume it is then accepted) to a second screen (Add Subscribtion) where is stated:

    "You are subscribing to:

    * Star Trek Online - Retail
    With 30 free days"

    But how do I activate those 30 days? The only 2 options I have in that screen are

    1. Recurring subscribtions with monthly paying through credit cards

    2. Non recurring subscribtion via game card

    After those 30 days free I want to pay with prepaid game cards. But now I can't get past this screen. the activation code printed on my manual is not accepted, I recieve a message then like:

    'This is not a valid Game Card key.'

    ???
    What am I doing wrong?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Khatz wrote:
    Well, I do have a similar problem.

    When I try to activate my account, it asks for the activation code, which I found on the back of my manual. It then passes (so I assume it is then accepted) to a second screen (Add Subscribtion) where is stated:

    "You are subscribing to:

    * Star Trek Online - Retail
    With 30 free days"

    But how do I activate those 30 days? The only 2 options I have in that screen are

    1. Recurring subscribtions with monthly paying through credit cards

    2. Non recurring subscribtion via game card

    After those 30 days free I want to pay with prepaid game cards. But now I can't get past this screen. the activation code printed on my manual is not accepted, I recieve a message then like:

    'This is not a valid Game Card key.'

    ???
    What am I doing wrong?
    You need to put in a valid time card first to establish a subscription.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Khatz wrote:
    Well, I do have a similar problem.

    When I try to activate my account, it asks for the activation code, which I found on the back of my manual. It then passes (so I assume it is then accepted) to a second screen (Add Subscribtion) where is stated:

    "You are subscribing to:

    * Star Trek Online - Retail
    With 30 free days"

    But how do I activate those 30 days? The only 2 options I have in that screen are

    1. Recurring subscribtions with monthly paying through credit cards

    2. Non recurring subscribtion via game card

    After those 30 days free I want to pay with prepaid game cards. But now I can't get past this screen. the activation code printed on my manual is not accepted, I recieve a message then like:

    'This is not a valid Game Card key.'

    ???
    What am I doing wrong?

    Do you have use of a credit card or paypal to activate the account? Don't worry. You wont be charged if you use one. It's used purely to activate the account. Once its active, just head back in to the account page, and switch it to time card. All credit card details will be removed, so youll never have to worry about it being charged.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    What about those 30 days that come along with the game I bought???

    NOWHERE on the package of the game is mentioned that you need an additional game card to start, the box clearly states:

    "30 days game time included with puchase"

    How are those activated??
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    tedgp123 wrote: »

    Do you have use of a credit card or paypal to activate the account? Don't worry. You wont be charged if you use one. It's used purely to activate the account. Once its active, just head back in to the account page, and switch it to time card. All credit card details will be removed, so youll never have to worry about it being charged.

    Are you completely sure it won't be deducted?

    "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."

    I read this as if I will be charged at the end of those 30 days for that period...
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Khatz wrote:
    What about those 30 days that come along with the game I bought???

    NOWHERE on the package of the game is mentioned that you need an additional game card to start, the box clearly states:

    "30 days game time included with puchase"

    How are those activated??

    You will get your 30 days, however , you still need a method of billing to activate your account. Once this is done you can remove it.

    You will Not be billed anything until your 30 Free days have expired.

    Every MMO does this. It's purely a verification check. thats all.
    If you look on the box, it clearly says, paid subscription required to play. Could it be worded much better? Yes, most definitley it can. However, thats the Publisher that controls that, not cryptic. And that message is standard throughout all MMO distributions, so it is VERY unlikely to ever change.

    I'm sorry as i know that isnt what you wanted to here, but it's how things in the mmo industry work.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Khatz wrote:
    Are you completely sure it won't be deducted?

    You will not be deducted until the 30 days of free time is up. But be warned, your bank will authorize $1.00 to Cryptic for about 2-3 business days as a way of checking if the card is real.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Khatz wrote:
    Are you completely sure it won't be deducted?
    I am 100000000000000000000000000000% certain that you will not be charged any subsription fee until your free gametime has expired. If you were, Cryptic would be in front of a judge due to fraudulant business practices.

    You're quite safe using the card, activating it, then removing the info.


    MMO gametime is charged ahead of time, so the first $15 you pay would be for the month ahead.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    USSWasabi wrote:
    You will not be deducted until the 30 days of free time is up. But be warned, your bank will authorize $1.00 to Cryptic for about 2-3 business days as a way of checking if the card is real.

    MAY authorize. Only certain institutions do it, and even then it's only to make sure the account is there.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Ok, thanks...

    Sorry for not seeing it clearly at first...

    So I'll do what you say and change the subscribtion option afterwards...


    Thx !!!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    tedgp123 wrote: »
    MAY authorize. Only certain institutions do it, and even then it's only to make sure the account is there.

    Hehe! I've learned that in the world of phone support, "may" or any other "gray" area notifier definately means definately the way the person you are talking to thinks about it. :P

    So in this case, "may authorize" means "will not authorize". :P

    Better to set them expecting the worst and when it isn't they will be happier.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Well, I guess we are all happy,

    I have a paypall account that I didn't use anymore in quite some time, wanted to use it for the registration, but I couldn't remember the password anymore, so I couldn't go any further, but my account has been activated nontheless... :)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited February 2010
    Khatz wrote:
    What about those 30 days that come along with the game I bought???

    NOWHERE on the package of the game is mentioned that you need an additional game card to start, the box clearly states:

    "30 days game time included with puchase"

    How are those activated??

    the box should also say subscription required
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