I have looked on STO, and Champs, and cant find a number to call cryptic for a billing issue. Ive been trying to log into my account to patch for awhile now, and it keeps saying Account error, please contact billing support. It has said the same thing for months(i like to keep my games updated, even if i don't play them at the time haha)
So now that the welcome back weekend is underway, i still cant log in. Can anyone find me a number?
they no longer have phone support. You have to create a ticket at the support section of the main site. ( you need to do a search first before a link to create a new ticket shows up)
a couple of day normally. but do not hold hope for a correct answer , I have be dealing with these people for a few months now and I still can not get a working answer to my problems. :mad::mad::mad:
a couple of day normally. but do not hold hope for a correct answer , I have be dealing with these people for a few months now and I still can not get a working answer to my problems. :mad::mad::mad:
As was explained in the tickets, you do not need to put in your retail more than once, even if the installer prompts you to (happens if you uninstall and reinstall). Keys are tied to your account and once they are entered you are setup permanently. The only reason you cannot play now is that your subscription has expired and will need to be renewed. In general we cannot address billing issues on these forums for security and privacy reasons.
I too have been having an issue trying to resubscribe to and patch the game. I get the exact same billing error every time on both STO and Champions. I didnt know there was this thread so I posted one by myself but will keep watch on this thread too. I cant seem to get hold of anyone either except for responses to my tickets which dont help at all.
Maybe you can tell us who to contact or how we can get this resolved if this isnt the proper forum. Although I wont post any account information I would like to play again. That hardly seems likely if Cryptic cant...or wont....find the proper solution. I was told it was my bank...that's not the case since I talked to my bank and straightened out the minor zipcode problem. This problem also occurred with a credit card I have used to play both STO and Champions as well which is not tied to my bank. I have used these same 2 cards for several years for almost every MMORPG out there with no problems like I am having with Cryptic.
So, Again, any help in the right direction would go a long way to tame this frustration
Well this really sucks. My account is de-activated. I can't play, even though I have the transaction on my bank page for 14.99 just 4 days ago. It's on auto pay and it DID go through, so wth?! and now I have to wait for 2 or 3 days for their mistake? That is some BS.
Well this really sucks. My account is de-activated. I can't play, even though I have the transaction on my bank page for 14.99 just 4 days ago. It's on auto pay and it DID go through, so wth?! and now I have to wait for 2 or 3 days for their mistake? That is some BS.
I agree with you now. I wanted to play this morning only to see my account suspended. There was no warning or notification. Checked my bank to see the transaction went throught just fine. I'm on a three-month billing cycle. I don't understand why my account was suspended and am angry at that buggy ticket system. City of Heroes has WAY better support and you can contact devs with a direct petition.
Well this really sucks. My account is de-activated. I can't play, even though I have the transaction on my bank page for 14.99 just 4 days ago. It's on auto pay and it DID go through, so wth?! and now I have to wait for 2 or 3 days for their mistake? That is some BS.
Same thing happened to me. Just tried to log on to find my account suspended even though I was just charged for STO last week. Fingers crossed the ticket I submitted gets looked at in the near future. :mad:
Same thing happened to me. Just tried to log on to find my account suspended even though I was just charged for STO last week. Fingers crossed the ticket I submitted gets looked at in the near future. :mad:
Well Atomic, fraid I don't share your optimizum or patience. I'm a PAYING customer in need of some explanations and support and have the right to demand immediate responce from them in some form. I expected to play the game today and can't due to some sort of error which seems to be on their side. If the error is on my side then shouldn't I have been notified? I was promptly billed on June 4th, so shouldn't I expect prompt responce. My personal email is on their records. I tried to submit the ticket and for some reason it's not working. :mad:
Well Atomic, fraid I don't share your optimizum or patience. I'm a PAYING customer in need of some explanations and support and have the right to demand immediate responce from them in some form. I expected to play the game today and can't due to some sort of error which seems to be on their side. If the error is on my side then shouldn't I have been notified? I was promptly billed on June 4th, so shouldn't I expect prompt responce. My personal email is on their records. I tried to submit the ticket and for some reason it's not working. :mad:
Ok. finally got the create new ticket thing to work.:rolleyes:
Well Atomic, fraid I don't share your optimizum or patience. I'm a PAYING customer in need of some explanations and support and have the right to demand immediate responce from them in some form. I expected to play the game today and can't due to some sort of error which seems to be on their side. If the error is on my side then shouldn't I have been notified? I was promptly billed on June 4th, so shouldn't I expect prompt responce. My personal email is on their records. I tried to submit the ticket and for some reason it's not working. :mad:
I hear you. It's frustrating especially considering they waste no time whatever in collecting the payment. Their number is listed with the monthly charge on my account. It is probably listed on yours too. I tried calling but just got Cryptic's voice mail. They are on Pacific time and it is Sun. so if I don't get I response to the ticket in a bit I'll try calling them again.
Have the same problem right now... played.. relogged.. account supspended.. WTH!
But i subscribbed anew... i really wanted to play STO, after a free minute, i looked on my bank statement, and its says for the 04.06.2010 STO 14,94- EUR ...how this annoys me, and yes i want my month i paid for back. :mad:
Same thing happened to me. Just tried to log on to find my account suspended even though I was just charged for STO last week. Fingers crossed the ticket I submitted gets looked at in the near future. :mad:
same here. :mad: my account page shows 30 day suspension but I can't find out why. My monthly pmt was also made last week. There has been no email or pm notification.
Its Sunday and it appears that submitting a ticket to billing is a multi-workday process.
As I have been denied goods and services for which I have paid, without reasonable recourse, will my money be refunded?
It seems to be more than just me. I 'm pleased to see that this has happened to others on this Sunday morning. I searched the forums and ticket support system for "account suspended" and and found very little on the subject other than:
In all cases that action is taken on an account, the account will be notified by email to the registered email of the violation. This will include what action was taken and the length of suspension (or termination if required).
If you re-subscribe and pay another ~15 $ / you can start playin... i done it that way. ( Sure i want my missing month/days of playtime back ! )
So the system works just fine?
I dont know who triggered the switch to reset account subscribe status or whatever gone wrong.
I guess the book-keepers over at Cryptic gonna freak out cause of this error...
I considered reactivating my account by resubscribing but if they can't get my original subscription right I really don't feel confident that there won't be a problem with the reactivated sub. I like the game alright but not enough to pay twice for it in the same month! :mad:
It seems that a few more people have had their account suspended without notice of wrong doing. I suspect that even though our bank accounts were debited a week ago for the recurring monthly subscription fee, our STO accounts were not credited and simply expired or timed out on 6/13/2010.
my account was just suspened and the ticket opening process is a pain.
if we are required to create tickets for issues there should be someone
to address the tickets in a timely manner.
Just lost my subscription even though I went for the 3 month payment back on the 28th of may.
Going to have to send a ticket in and oh yes I will be asking for some form of compensation.
Agreed. I want some kind of compensation for gameplay that has been denied even though I've paid for the time. And if for some reason my bank account is billed again I will be filling a complaint with the BBB and let EVERYBODY on facebook know about this TRIBBLE up. And then I'll not have anything to do with STO or Cryptic anymore. I like this game and am hoping for it's continued improvements, but not to the point of being ripped-off.
When this billing error is fixed, I wonder what the compensation will be. I suppose they might just extend our billing date for the number of days we were locked out but I've also missed out on game points from daily missions. Some in-game compensation would be fair and 500 Cryptic points for the insult and aggravation would be a nice gesture.
When this billing error is fixed, I wonder what the compensation will be. I suppose they might just extend our billing date for the number of days we were locked out but I've also missed out on game points from daily missions. Some in-game compensation would be fair and 500 Cryptic points for the insult and aggravation would be a nice gesture.
True. Not holding my breath on that one though. At the very least I would expect to be credited for the time we have paid for but are unable to log on.:mad:
my account was just suspened and the ticket opening process is a pain.
if we are required to create tickets for issues there should be someone
to address the tickets in a timely manner.
I agree with this 100%. The ticket system could work in theory...but only if there are people to monitor and answer the tickets. :mad:
It wouldn't hurt if there was a Cryptic Admin accesable during non-office hours that could over-ride a non-disiplinary suspension for 48 hours until the correct people can deal with it. I can't even see an "online status" for any of the listed forum moderators and admins but there's got to be at least one baysitter watching this nursery. Who can you contact? Who can you pm that's going to see this before Monday morning?
I understand this game is new but i have never had this kinda of issue with any other MMO
I love star trek, and up till now this game but this kinda thing this late in the launch has just left a very bad taste in my mouth
It wouldn't hurt if there was a Cryptic Admin accesable during non-office hours that could over-ride a non-disiplinary suspension for 48 hours until the correct people can deal with it. I can't even see an "online status" for any of the listed forum moderators and admins but there's got to be at least one baysitter watching this nursery. Who can you contact? Who can you pm that's going to see this before Monday morning?
Good question. I saw Q was online and sent him a pm with a link to this thread. Whether he sees it or can do anything about it...your guess is as good as mine.
Comments
Maybe you can tell us who to contact or how we can get this resolved if this isnt the proper forum. Although I wont post any account information I would like to play again. That hardly seems likely if Cryptic cant...or wont....find the proper solution. I was told it was my bank...that's not the case since I talked to my bank and straightened out the minor zipcode problem. This problem also occurred with a credit card I have used to play both STO and Champions as well which is not tied to my bank. I have used these same 2 cards for several years for almost every MMORPG out there with no problems like I am having with Cryptic.
So, Again, any help in the right direction would go a long way to tame this frustration
Thanks
And no one is even in the billing office until Monday.
However, you all might be interested to know that the phone numbers for Cryptic's office is in the phone book.
I agree with you now. I wanted to play this morning only to see my account suspended. There was no warning or notification. Checked my bank to see the transaction went throught just fine. I'm on a three-month billing cycle. I don't understand why my account was suspended and am angry at that buggy ticket system. City of Heroes has WAY better support and you can contact devs with a direct petition.
Same thing happened to me. Just tried to log on to find my account suspended even though I was just charged for STO last week. Fingers crossed the ticket I submitted gets looked at in the near future. :mad:
Well Atomic, fraid I don't share your optimizum or patience. I'm a PAYING customer in need of some explanations and support and have the right to demand immediate responce from them in some form. I expected to play the game today and can't due to some sort of error which seems to be on their side. If the error is on my side then shouldn't I have been notified? I was promptly billed on June 4th, so shouldn't I expect prompt responce. My personal email is on their records. I tried to submit the ticket and for some reason it's not working. :mad:
Ok. finally got the create new ticket thing to work.:rolleyes:
I hear you. It's frustrating especially considering they waste no time whatever in collecting the payment. Their number is listed with the monthly charge on my account. It is probably listed on yours too. I tried calling but just got Cryptic's voice mail. They are on Pacific time and it is Sun. so if I don't get I response to the ticket in a bit I'll try calling them again.
But i subscribbed anew... i really wanted to play STO, after a free minute, i looked on my bank statement, and its says for the 04.06.2010 STO 14,94- EUR ...how this annoys me, and yes i want my month i paid for back. :mad:
same here. :mad: my account page shows 30 day suspension but I can't find out why. My monthly pmt was also made last week. There has been no email or pm notification.
Its Sunday and it appears that submitting a ticket to billing is a multi-workday process.
As I have been denied goods and services for which I have paid, without reasonable recourse, will my money be refunded?
It seems to be more than just me. I 'm pleased to see that this has happened to others on this Sunday morning. I searched the forums and ticket support system for "account suspended" and and found very little on the subject other than:
Could this be just a billing system error?
If you re-subscribe and pay another ~15 $ / you can start playin... i done it that way. ( Sure i want my missing month/days of playtime back ! )
So the system works just fine?
I dont know who triggered the switch to reset account subscribe status or whatever gone wrong.
I guess the book-keepers over at Cryptic gonna freak out cause of this error...
I considered reactivating my account by resubscribing but if they can't get my original subscription right I really don't feel confident that there won't be a problem with the reactivated sub. I like the game alright but not enough to pay twice for it in the same month! :mad:
It seems that a few more people have had their account suspended without notice of wrong doing. I suspect that even though our bank accounts were debited a week ago for the recurring monthly subscription fee, our STO accounts were not credited and simply expired or timed out on 6/13/2010.
Going to have to send a ticket in and oh yes I will be asking for some form of compensation.
if we are required to create tickets for issues there should be someone
to address the tickets in a timely manner.
Agreed. I want some kind of compensation for gameplay that has been denied even though I've paid for the time. And if for some reason my bank account is billed again I will be filling a complaint with the BBB and let EVERYBODY on facebook know about this TRIBBLE up. And then I'll not have anything to do with STO or Cryptic anymore. I like this game and am hoping for it's continued improvements, but not to the point of being ripped-off.
True. Not holding my breath on that one though. At the very least I would expect to be credited for the time we have paid for but are unable to log on.:mad:
I agree with this 100%. The ticket system could work in theory...but only if there are people to monitor and answer the tickets. :mad:
I love star trek, and up till now this game but this kinda thing this late in the launch has just left a very bad taste in my mouth
Good question. I saw Q was online and sent him a pm with a link to this thread. Whether he sees it or can do anything about it...your guess is as good as mine.