test content
What is the Arc Client?
Install Arc

Account error

SystemSystem Member, NoReporting Posts: 178,019 Arc User
I just came back to STO after the fail of its launch and subscribed for one month. My account status shows im subscribed and how many days for etc.

After I load up STO, login, I can't patch because its says account error contact biling support. I am also unable to post in alot of sections of these forums even though I am subscribed.

Has anything changed since launch or is still just problem after problem?

Ticket submitted but still heard nothing from support.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Bump GM's hello? I am subscribed and can not play due to your error....if this is not sorted I would like a refund.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Paypal transactions can take up to 24 hours to clear depending your bank. Your subscription dashboard should reflect this, showing that your subscription is still pending. If you have further billing questions please file a ticket with the billing support team as we cannot discuss most billing-related concerns on the forums for privacy reasons.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    coderanger wrote:
    Paypal transactions can take up to 24 hours to clear depending your bank. Your subscription dashboard should reflect this, showing that your subscription is still pending. If you have further billing questions please file a ticket with the billing support team as we cannot discuss most billing-related concerns on the forums for privacy reasons.

    Why does it not state this when you are paying with paypal or when your on the subscription payment page?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    If you paid by paypal previously and you cancelled your subscription . normally you have to also cancell the recurring payment at paypal. If you restart the subscription I betting you will have to connect paypal to let them begin paying cryptic since you previously told them not to pay cryptic.
    i know i had to to that on other recurring payments that i stopped then restarted.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    PegasusMD wrote:
    If you paid by paypal previously and you cancelled your subscription . normally you have to also cancell the recurring payment at paypal. If you restart the subscription I betting you will have to connect paypal to let them begin paying cryptic since you previously told them not to pay cryptic.
    i know i had to to that on other recurring payments that i stopped then restarted.

    Doesn't seem to be the problem, looks like its a cryptic payment process delay, I don't have this problem with any other games or payments.....

    If they stated that using paypal for cryptic payments may have a 24hr delay then I could of used another payment method....but they didn't state it...... so not good at all.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I had the same problem with PayPal during weekend. I waited for 26 hours with my status still being "pending".

    I changed my subscription to Visa, and it let me log in within 10 seconds. PayPal and Cryptic need to have a little chat about their transactions.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Loopy wrote: »
    I had the same problem with PayPal during weekend. I waited for 26 hours with my status still being "pending".

    I changed my subscription to Visa, and it let me log in within 10 seconds. PayPal and Cryptic need to have a little chat about their transactions.

    It really breaks down to Paypal communicating with your bank not Cryptic. All we do is send the request of payment to Paypal. If your bank is closed most of the weekend or you are outside of the US this is where the Paypal delays can be felt more frequently.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    It really breaks down to Paypal communicating with your bank not Cryptic. All we do is send the request of payment to Paypal. If your bank is closed most of the weekend or you are outside of the US this is where the Paypal delays can be felt more frequently.

    Yeah i guess that would make sense. I've just never had any problems like that before, and i use paypal for mmo subscription whenever it's possible.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    It really breaks down to Paypal communicating with your bank not Cryptic. All we do is send the request of payment to Paypal. If your bank is closed most of the weekend or you are outside of the US this is where the Paypal delays can be felt more frequently.

    Its a cryptic issue, I play alot of games using paypal and have never had an issue until now. It also has nothing to do with my bank, I use that account for all my online gaming and again no issue in 10 years....until now.

    Still can not play.....
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    We have recieved confirmation from our pyament gateway that they are getting a "hard error" response from Paypal on these transactions (the 24 hour part is probably a timeout). A hard error means paypal is aborting with a fatal error of some kind, both we and out payment partners are still investigating but the root of the issue is still that paypal is refusing transactions.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    coderanger wrote:
    We have recieved confirmation from our pyament gateway that they are getting a "hard error" response from Paypal on these transactions (the 24 hour part is probably a timeout). A hard error means paypal is aborting with a fatal error of some kind, both we and out payment partners are still investigating but the root of the issue is still that paypal is refusing transactions.

    Ok well now my account / subscription status says "SUSPENDED" instead of pending....but its shows also that I have 30+ days and im on a one mounth recurring subscription.....

    I still can't get in game, iv paid as far as I am concerned, I have never had a problem paying with paypal with any other gaming company.

    So what exactly is going on? What should I do cancel my sub again? I left STO because of many many reasons but figured I would give it another go only to come back to more problems....

    If cryptic is having so many issues with paypal processing payments then STATE IT ON YOUR WEBSITE so people like me don't get caught in the TRIBBLE up. We can choose another type of payment to avoid all these problems......if you tell us there is a problem in the first place BEFORE we pay.

    EDIT oh and by the way I still have not got any reply from my submitted ticket from support.....
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Ok well now my account / subscription status says "SUSPENDED" instead of pending....but its shows also that I have 30+ days and im on a one mounth recurring subscription.....

    I still can't get in game, iv paid as far as I am concerned, I have never had a problem paying with paypal with any other gaming company.

    So what exactly is going on? What should I do cancel my sub again? I left STO because of many many reasons but figured I would give it another go only to come back to more problems....

    If cryptic is having so many issues with paypal processing payments then STATE IT ON YOUR WEBSITE so people like me don't get caught in the TRIBBLE up. We can choose another type of payment to avoid all these problems......if you tell us there is a problem in the first place BEFORE we pay.

    EDIT oh and by the way I still have not got any reply from my submitted ticket from support.....
    Does it look like the transaction has completed from your side? All we know so far is that Paypal is sending back hard error codes for some subscription transactions. This means that they shouldn't actually be charging things through to you.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    coderanger wrote:
    Does it look like the transaction has completed from your side? All we know so far is that Paypal is sending back hard error codes for some subscription transactions. This means that they shouldn't actually be charging things through to you.

    Subscriptions

    * Recurring 1-Month SUSPENDED
    Subscribed For: 37.94 days
    Re-Activate this subscription

    It shows I have 37.94 days subscribed on my account page...but I can't play, before it had no days subscribed for. As for paypal il login and see if they have charged me. I asumed they had since myaccount shows I have 37.94 days subscribed.

    So what should I do? If I pay "again" with card instead of paypal will it allow me to play the game and not double charge me? Or should I just wait until you and paypal sort this mess out?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Subscriptions

    * Recurring 1-Month SUSPENDED
    Subscribed For: 37.94 days
    Re-Activate this subscription

    It shows I have 37.94 days subscribed on my account page...but I can't play, before it had no days subscribed for. As for paypal il login and see if they have charged me. I asumed they had since myaccount shows I have 37.94 days subscribed.

    So what should I do? If I pay "again" with card instead of paypal will it allow me to play the game and not double charge me? Or should I just wait until you and paypal sort this mess out?
    I mean that if you look either in PayPal or at your bank do you see any money being transferred? As to if these transactions will eventually work, we don't know yet since we don't know why they aren't working currently.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    coderanger wrote:
    I mean that if you look either in PayPal or at your bank do you see any money being transferred? As to if these transactions will eventually work, we don't know yet since we don't know why they aren't working currently.

    I see no transactions on my paypal account or my bank. Whether there still going through or not I have no idea but according to my STO account i have 30+ days.....???
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I see no transactions on my paypal account or my bank. Whether there still going through or not I have no idea but according to my STO account i have 30+ days.....???

    I may be misunderstanding what you are saying, but I think the 37.94 days from your account page is the number of days you have been subscribed, not the number of days left on your subscription.

    (Again, if I misunderstood, sorry. Hope it all gets cleared up for you, regardless.)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I may be misunderstanding what you are saying, but I think the 37.94 days from your account page is the number of days you have been subscribed, not the number of days left on your subscription.

    (Again, if I misunderstood, sorry. Hope it all gets cleared up for you, regardless.)
    Indeed, that is how long you have been subscribed (since the new veteran rewards are based off that). Disclaimer: we know those aren't accurate for everyone right now and other people are working on it.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I may be misunderstanding what you are saying, but I think the 37.94 days from your account page is the number of days you have been subscribed, not the number of days left on your subscription.

    (Again, if I misunderstood, sorry. Hope it all gets cleared up for you, regardless.)

    Now that makes more sense....lol So basically for watever reason you can not use paypal to pay for your subscription with STO....

    Wish it said they were having issues with paypal....

    Should I re subscribe using a card payment?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    coderanger wrote:
    Indeed, that is how long you have been subscribed (since the new veteran rewards are based off that). Disclaimer: we know those aren't accurate for everyone right now and other people are working on it.

    Yeah, I've been reading the threads on it. Several different theories were presented (additional copies added the 30 days on, Lifetime Subs affecting it, etc.), but I remember seeing a post by a Cryptic employee saying it's bugged at the moment.

    Strangely, I'm probably looking forward to the Ship Fireworks Emote (or maybe the Captain's Yacht) the most, heh.
    Now that makes more sense....lol So basically for watever reason you can not use paypal to pay for your subscription with STO....

    Wish it said they were having issues with paypal....

    Should I re subscribe using a card payment?

    I'm not sure about using PayPal for STO, but I had some problems with them when I tried to purchase my pre-launch Lifetime Sub. It had nothing to do with Cryptic, but with PayPal's 'pending approval' practices.

    (Long story short, they were going to hold approval of my purchase for like 7-14 days, and I would've missed the deadline. There was more to do with it, but that was the gist of it. Eventually, I bought my LTS by getting a pre-paid credit card at Wal-Mart and using it.)

    As for making a card payment, I probably would (if I didn't have the LTS, that is). Then again, that's just because of my above headache with PayPal.

    Again, I hope it gets sorted out for you.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Yeah, I've been reading the threads on it. Several different theories were presented (additional copies added the 30 days on, Lifetime Subs affecting it, etc.), but I remember seeing a post by a Cryptic employee saying it's bugged at the moment.

    Strangely, I'm probably looking forward to the Ship Fireworks Emote (or maybe the Captain's Yacht) the most, heh.



    I'm not sure about using PayPal for STO, but I had some problems with them when I tried to purchase my pre-launch Lifetime Sub. It had nothing to do with Cryptic, but with PayPal's 'pending approval' practices.

    (Long story short, they were going to hold approval of my purchase for like 7-14 days, and I would've missed the deadline. There was more to do with it, but that was the gist of it. Eventually, I bought my LTS by getting a pre-paid credit card at Wal-Mart and using it.)

    As for making a card payment, I probably would (if I didn't have the LTS, that is). Then again, that's just because of my above headache with PayPal.

    Again, I hope it gets sorted out for you.

    Thanks yeah I just never had any paypal problems before. Il just use card and hopefully I won't get double charged.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Thanks yeah I just never had any paypal problems before. Il just use card and hopefully I won't get double charged.
    If you do just contact the billing support team and I know they will do everything they can to get you a refund. I can't imagine why they wouldn't be able to issue a refund, but again we are in uncharted waters in the first place.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    coderanger wrote:
    If you do just contact the billing support team and I know they will do everything they can to get you a refund. I can't imagine why they wouldn't be able to issue a refund, but again we are in uncharted waters in the first place.

    K thanks for the help I went with a 60day time code from shattered crystal using paypal, worked fine active account in 2 minutes. :)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Subscriptions

    * Recurring 1-Month SUSPENDED
    Subscribed For: 37.94 days
    Re-Activate this subscription

    It shows I have 37.94 days subscribed on my account page...but I can't play, before it had no days subscribed for. As for paypal il login and see if they have charged me. I asumed they had since myaccount shows I have 37.94 days subscribed.

    So what should I do? If I pay "again" with card instead of paypal will it allow me to play the game and not double charge me? Or should I just wait until you and paypal sort this mess out?

    That 37.94 is not how much time you have left to play but is the time of your subscription plan plus past active time playing in game for the purpose of show time for veteran rewards.

    if you had playtime your account would look like this

    Subscriptions
    ACTIVE
    Play Time Until: Apr 16 2011
    this is the time left to play
    Subscribed For: 381.86 days --- this is for veteran rewards show how long you had an subscription.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    K thanks for the help I went with a 60day time code from shattered crystal using paypal, worked fine active account in 2 minutes. :)

    I'm glad you did find a way to get back into the game. I used to buy Eve GTCs from Shattered Crystal using my credit card (through Paypal) and never had a problem, either.

    Anywho, I am glad you got to get back into the game. Maybe I'll see you amongst the stars. :)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I'm glad you did find a way to get back into the game. I used to buy Eve GTCs from Shattered Crystal using my credit card (through Paypal) and never had a problem, either.

    Anywho, I am glad you got to get back into the game. Maybe I'll see you amongst the stars. :)

    By the way 5th Element best film ever! BIG BADA BOOM!!!! BADA BOOM!!! Multipass?
Sign In or Register to comment.