By way of a quick introduction, my name is Vulajin, and I'm a Platform Software Engineer here at Cryptic. I've been working on some of the issues related to subscribed time counts over this past weekend. We're currently aware of two main issues affecting multiple subscribers:
- Some lifetime subscribers are not receiving any subscribed time credit.
- Subscribers who were "suspended" over the weekend and resubscribed are not receiving proper total credit.
The first issue has been investigated by our Account Server developers and determined to be a bug in our code for calculating subscribed time. A fix has been coded and it's in testing right now.
As for the second issue: over the weekend we ran a script to correct subscribed time counts for everybody based on our understanding of subscriptions as of June 9. (This happened to be the day on which we grabbed the dump of this information from our payment processor.) However, many people experienced an issue after June 9 where their accounts were thought to be "suspended." In response, these individuals created new subscriptions. My script did not anticipate this change in state, and therefore stumbled when trying to restore these accounts.
The current state of things is that some individuals have two subscriptions and are only receiving time credit for the more recent one, plus any free days they may have received from activating their retail products. However, in order to properly restore all of these accounts, I'd like to ask that, if you resubscribed over the weekend, please do not cancel or modify either of your subscriptions until your subscribed time is restored.
If you are suffering from either of the two aforementioned issues, please be patient. We are fixing this as quickly as we can, and we're just as frustrated as you are by these issues. It should not be necessary to file a support ticket, as we should be able to determine the accounts with issues and fix them automatically in the near future. We will post an update here as soon as this is done.
In the meantime, your best line of communication for issues, problem reports, and complaints about these specific issues is right here. I will monitor this thread until all of the issues are resolved, and make every effort to fix everyone who's been affected.
Sorry for the inconvenience, and thanks for your patience while we resolve this matter.
thank you for letting us know: i only realised i wasn't getting anymore time a few days ago and there was a discrpency between the ingame accolade text (about 200 days) and the number featured in my account (about 150 days). it's good to know you're working on a fix (i'm category 1 btw)
My account was suspended as well so I just reactivated it. I figured it was something to do with our credit account or bill timing or something....NOW I know
I am not sure yet if I have dual accounts. I don't think I do but I'll look into it. I'll subscribe to this thread in the meantime.
In the meantime, your best line of communication for issues, problem reports, and complaints about these specific issues is right here. I will monitor this thread until all of the issues are resolved, and make every effort to fix everyone who's been affected.
Sorry for the inconvenience, and thanks for your patience while we resolve this matter.
Dude - you rock!
Okay, if you consider a career change you should be Head of Custmer Service.
While NOT suffering this issue to my knowledge (LT subscriber anyway), I got to say this was extremely professional and concise. You told us the problem, how the problem was affecting players, what your doing to fix the problem and what to do if people realize they have a problem.
You Sir (assuming your a he) have answered thsi issue better than most others have on other problems.
Lifetimer here... thought I was just mistaken when I looked at the Accolades and the dates were'nt going up. I'll have to the the wifey in the morning this time it wasn't the crazy!
Quick question, how exactly is the time supposed to be calculated. I'm a LT subscriber, and have bought multiple copies of the game (all of which I will never use the 30 days included with). Until recently I had been accruing days as though they had been counting since I entered Closed Beta (Nov 11, 2009), and have recieved the 200 day accolade in game (as I made it past 200 days) As I calculate, there has only been 134 days since launch, and my account currently says 152.89 (on the website).. I know you're working on the "stuck" issue (and I haven't done anything with making new accounts or anything). I was just wondering how it is going to count once everthing is all said and done, from launch day (early start or official), or from when we entered open beta, or from when we paid for the LT sub...
Just wondering how it is planned to work. Thanks a bunch!:D
Thank you for the concise assessment of both the problem and the steps being taken to correct both the known manifestations! A true credit to the what I had come to think was a completely hopeless department!
As a lifer this gives me some optimism for prolonged dealings both present and future with regards to bugs of this type: the "known" bugs
Update time! I was able to run a fixup script to address any individuals of the second class:
- Subscribers who were "suspended" over the weekend and resubscribed are not receiving proper total credit.
This issue should now be addressed. If you fell under the above category, and still have an incorrect total of subscribed days, please post in this thread and we will investigate. Players who fell under the first category are still waiting on our code fix, which we will be thoroughly testing tomorrow.
DocDove: When things are working correctly we count the number of days during which you had an active Star Trek Online subscription. Lifetime subscriptions would have begun when you activated your lifetime subscription product, which may or may not have preceded STO launch.
...I got to say this was extremely professional and concise. You told us the problem, how the problem was affecting players, what your doing to fix the problem and what to do if people realize they have a problem.
You Sir (assuming your a he) have answered thsi issue better than most others have on other problems.
I appreciate your hard work and keep it up!
/QFT!!!
Vulajin,
I think I'm in the 1st category, but would appreciate some clarification. I purchased the CE Game from Amazon before Christmas, but didn't have a strong enough computer to start playing until the end of Feb. I made my account, put in my game key, and bought an LTS on the night of Feb 25th. On Apr 27th I bought a DCE version and put in that code. I think both games came with 30days of free play time, someone told me that I'd get 60 days more worth of Veteran time, is that true? Truth is I don't care either way, I'm ok if it just starts on 02/25/10, I just want to know for sure.
And that's where my confusion comes in, because on the My Account Page of the STO webpage it says I have "Subscriptions ACTIVE Subscribed For: 111.05 days" This number continues to rise, but isn't quite right since I should be at 112 days, by my count. But maybe, and I just thought of this, you guys don't show my start day until the next morning of Feb 26th? To muddle it further, in game my "In Progress" Redoubtable Accoldate shows 134/200 and hasn't changed in at least several days.
Would you please explain which number is correct and confirm that I'm in category 1 and pending (patiently and contentedly, no rush here, just a desire for understanding) your bug fix?
Thanks in advance.
P.S. Off topic, but speaking of Accolades, please pass on to the team, that I'm really enjoying going after completing the Accolades.
when did the counter start?
I'm here since the closed beta, today 236days,... but I've only 152.
Perhaps it could be the start of the open beta, but then the counter is also incorrect -> 156 days.
I'm having trouble too, first a few weeks ago it said 160 days subscribed yestarday it said 138 days susbscriped and today it says 140 days subscribed and I payed for my lifetime subscript the thursday before the offer time ran out, cause for me there was a big rush to find out the $ to £ conversion and the for me it was 178 £'s and i asked on these fourms at this link (http://forums.startrekonline.com/showthread.php?t=78152) i don't know how long it's been but i think it's more than 160 days and i'd just like to report this
yeah its good to know this but does that include veteran accolades? my 200 day accolade is locked on 158 days and hasn't changed so i'm just wondering if this includes veteran accolades and accolades in general that have a time stamp or day stamp on them.
you know the weirdestthing: every time there is a problem besides choppyness im NEVER effected by any of the problems and never have.... well exept just after beta that is
DocDove: When things are working correctly we count the number of days during which you had an active Star Trek Online subscription. Lifetime subscriptions would have begun when you activated your lifetime subscription product, which may or may not have preceded STO launch.
Thanks! This is[/b[ good customer service, I like it. A litle sad I lost about 65 days off my "subscribed" time counter, but I figured the vet rewards being awarded in game wouldn't really catch up with that anyway, since it was so much longer than the time since launch. Now I'll have to live with my counter starting 18 days before launch instead of 83.;)
As a note, if we are supposed to get retro time for each retail code activated (each extra 30 days I can't claim because of I have a LT sub) then I should be getting an extra 180 days, which would put me at 333 days. As it is, I was dropped from over 200 to where I stand now, which is correct for when I purchased the LT sub (and I'm cool with that). If they do put any retro time on the accounts, it should be limited to when you actually created a ST account, or even better - when you got access to play the game, ie when the closed/open beta code was applied to your account (and minus any time between launch and activation if applicable), since counting anything else as 'vet' time doesn't make sense, and with my multiple copies would put me way back into before even Champions was released. Actually, come to think of it, the "subscribed" time I had before was probably counting from when I got access to the Beta, because I think it was sometime around Nov. 11th that I got that...
I wouldn't hold my breath though, I'm sure your counter will be fixed soon enough:D
i don't have multiple accounts and started gaming somewhere at end of february. amazingly my in-game accolade 'redoubtable' shows 186/200 days play time. also this number is fix and doesn't change. normally i would estimate my playtime to be around 140 days ...give or take...
will this issue also be adressed in the patching??
In the meantime, your best line of communication for issues, problem reports, and complaints about these specific issues is right here. I will monitor this thread until all of the issues are resolved, and make every effort to fix everyone who's been affected.
Sorry for the inconvenience, and thanks for your patience while we resolve this matter.
AWESOME!
im having the accolade not count my days played bug, myself. its been stuck at 156 days for... 3 days now.
Stupid question - How does one check these settings? For example how much time I've spent and did I receive anything for it?
I'm a lifetime member and I suppose it would be good to check to see if there is anything missing.
There are two points to look:
1) From the STO main page click the "My Account" link in the upper right corner, then looking at your Dashboard you'll see your Subscriptions (bottom left-ish). I think this is the most accurate, but may not be 100% correct. Mine is increasing at a proper rate as time goes by, but seems to be off by at least a day.
2) In game, open your Captain's Log (Press "J" I think, I'm not at my gaming PC, will check later), click the Accolades tab. If you're under 100 days you're looking for Stalwart, if over 100 days you're looking for Redoubtable. You can use the filter to Display All, Complete, or In Progress. If complete you'll have whatever you're supposed to receive already (for example, if you have completed 100 days you'll get the Stalwart Title visible in your Captain's settings, and the Alternate Future Combadge (go to the tailor and check your uniform, change your combadge, you'll see it unlocked there, I think there's a respec too or whatever else is listed on the Veteran's Promo page)).
If you're In Progress, like I am for Redoubtable, you can click the accolade and in it's description you'll see what the game thinks is your time in play. Mine is broke, stopped at 134/200 for the last several days, and that's one of the bugs Vulajin was talking about.
I am trippin on this game. Loving it. I am having a hard time purchasing C-Store Creds. Will NOT except my cards, but will still charge me monthly. Strange. Hope I can get this done.
Here we go....I bought the game on 02/01/2010 entered the key that eve. My subscription counter reports 106 days for the current card. My veterans counter has been stuck at 129 days, interesting thing is today makes 129 days from my purchase date. Ny account did have that freak account suspension thing, but reactivated it. I did change credit card numbers due to the PNC takeover of National City Bank. Basicly I'm hoping that my counter says 130 tomorrow for my veterens rewards.
Hello again, everyone. I just wanted to reassure those of you who fall under the first category - lifetime subscribers whose subscribed time on the website says "days" without a number - that we have a code fix for you. The testing process for this particular fix is taking some time due to the fact that we are testing it concurrently with changes to address the account server slowness issue mentioned here:
Because we're very concerned with ensuring that we don't cause any further issues for you all, we're being extremely thorough. Again, I have to ask for your patience as we continue working on this issue.
DocDove: Sorry, but you don't receive extra credit for activating multiple products with free days.
I'm in the second category. My account turned off over the weekend, and I simply updated the credit card and got things going again. My Account screen shows: "Subscribed For: 83.53 days." In game, the Accolade says: "208/300." It's been sitting at 208 since the Accolade started.
On my Account page i see "subscribed for 134 Days". Ingame The progress of the 200 day Veteran Stands still at 186 days since one week. I am Lifetime Subscriber.
Comments
One in a row
I am not sure yet if I have dual accounts. I don't think I do but I'll look into it. I'll subscribe to this thread in the meantime.
Thanks for the hard work!!!
Dude - you rock!
Okay, if you consider a career change you should be Head of Custmer Service.
While NOT suffering this issue to my knowledge (LT subscriber anyway), I got to say this was extremely professional and concise. You told us the problem, how the problem was affecting players, what your doing to fix the problem and what to do if people realize they have a problem.
You Sir (assuming your a he) have answered thsi issue better than most others have on other problems.
I appreciate your hard work and keep it up!
Blak
Just wondering how it is planned to work. Thanks a bunch!:D
As a lifer this gives me some optimism for prolonged dealings both present and future with regards to bugs of this type: the "known" bugs
- Subscribers who were "suspended" over the weekend and resubscribed are not receiving proper total credit.
This issue should now be addressed. If you fell under the above category, and still have an incorrect total of subscribed days, please post in this thread and we will investigate. Players who fell under the first category are still waiting on our code fix, which we will be thoroughly testing tomorrow.
DocDove: When things are working correctly
Vulajin,
I think I'm in the 1st category, but would appreciate some clarification. I purchased the CE Game from Amazon before Christmas, but didn't have a strong enough computer to start playing until the end of Feb. I made my account, put in my game key, and bought an LTS on the night of Feb 25th. On Apr 27th I bought a DCE version and put in that code. I think both games came with 30days of free play time, someone told me that I'd get 60 days more worth of Veteran time, is that true? Truth is I don't care either way, I'm ok if it just starts on 02/25/10, I just want to know for sure.
And that's where my confusion comes in, because on the My Account Page of the STO webpage it says I have "Subscriptions ACTIVE Subscribed For: 111.05 days" This number continues to rise, but isn't quite right since I should be at 112 days, by my count. But maybe, and I just thought of this, you guys don't show my start day until the next morning of Feb 26th? To muddle it further, in game my "In Progress" Redoubtable Accoldate shows 134/200 and hasn't changed in at least several days.
Would you please explain which number is correct and confirm that I'm in category 1 and pending (patiently and contentedly, no rush here, just a desire for understanding) your bug fix?
Thanks in advance.
P.S. Off topic, but speaking of Accolades, please pass on to the team, that I'm really enjoying going after completing the Accolades.
I'm here since the closed beta, today 236days,... but I've only 152.
Perhaps it could be the start of the open beta, but then the counter is also incorrect -> 156 days.
Thanks! This is[/b[ good customer service, I like it. A litle sad I lost about 65 days off my "subscribed" time counter, but I figured the vet rewards being awarded in game wouldn't really catch up with that anyway, since it was so much longer than the time since launch. Now I'll have to live with my counter starting 18 days before launch instead of 83.;)
As a note, if we are supposed to get retro time for each retail code activated (each extra 30 days I can't claim because of I have a LT sub) then I should be getting an extra 180 days, which would put me at 333 days. As it is, I was dropped from over 200 to where I stand now, which is correct for when I purchased the LT sub (and I'm cool with that). If they do put any retro time on the accounts, it should be limited to when you actually created a ST account, or even better - when you got access to play the game, ie when the closed/open beta code was applied to your account (and minus any time between launch and activation if applicable), since counting anything else as 'vet' time doesn't make sense, and with my multiple copies would put me way back into before even Champions was released. Actually, come to think of it, the "subscribed" time I had before was probably counting from when I got access to the Beta, because I think it was sometime around Nov. 11th that I got that...
I wouldn't hold my breath though, I'm sure your counter will be fixed soon enough:D
will this issue also be adressed in the patching??
Regards
Drake
AWESOME!
im having the accolade not count my days played bug, myself. its been stuck at 156 days for... 3 days now.
thank you vulajin!!!!
I'm a lifetime member and I suppose it would be good to check to see if there is anything missing.
1) From the STO main page click the "My Account" link in the upper right corner, then looking at your Dashboard you'll see your Subscriptions (bottom left-ish). I think this is the most accurate, but may not be 100% correct. Mine is increasing at a proper rate as time goes by, but seems to be off by at least a day.
2) In game, open your Captain's Log (Press "J" I think, I'm not at my gaming PC, will check later), click the Accolades tab. If you're under 100 days you're looking for Stalwart, if over 100 days you're looking for Redoubtable. You can use the filter to Display All, Complete, or In Progress. If complete you'll have whatever you're supposed to receive already (for example, if you have completed 100 days you'll get the Stalwart Title visible in your Captain's settings, and the Alternate Future Combadge (go to the tailor and check your uniform, change your combadge, you'll see it unlocked there, I think there's a respec too or whatever else is listed on the Veteran's Promo page)).
If you're In Progress, like I am for Redoubtable, you can click the accolade and in it's description you'll see what the game thinks is your time in play. Mine is broke, stopped at 134/200 for the last several days, and that's one of the bugs Vulajin was talking about.
Hope that Helps!
Rock on and Keep Moving Forward
http://forums.startrekonline.com/showthread.php?t=163209
Because we're very concerned with ensuring that we don't cause any further issues for you all, we're being extremely thorough. Again, I have to ask for your patience as we continue working on this issue.
DocDove: Sorry, but you don't receive extra credit for activating multiple products with free days.