I got a problem to
when i tried to log in i get "Account error please click here for more information" and server changes to SERVER DOWN
So i go to reactivate the subscription and i check the visa, then submit.
Then it says Please wait while we process your request.
And then 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.:mad:
I tried this three times and i get same reply. On e-mail accaut i get a Star Trek Online - Subscription Re-Activation Confirmation. But when i tried to buy Cryptic Points everithing going ok
I got a problem to
when i tried to log in i get "Account error please click here for more information" and server changes to SERVER DOWN
So i go to reactivate the subscription and i check the visa, then submit.
Then it says Please wait while we process your request.
And then 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.:mad:
I tried this three times and i get same reply. On e-mail accaut i get a Star Trek Online - Subscription Re-Activation Confirmation. But when i tried to buy Cryptic Points everithing going ok
I had the same problem. Just use PayPal or quit in trying in total ._.
As you can see i got no help on forums (that seem a bit dead atm) and the billing support answers were totaly ridiculuos.
Well anyone that has payment trouble wont come back 99%.
Cryptic really need to get seriouse with this problem and solve it ASAP. And its stupid that ppl from USA (dont get me wrong nothing bad intended) pay 15dollars and ppl from EU pay 15 euros for one month. Yes sure VAT and all that stuff but Cryptic has to think about that also.
I even PMed 3 different GMs with my problem and got no answer.
Iv paid for a reoccuring one month suscription on the 28th august 2010, i log in today after it was fine yesterday to find its suspended. (7th/ september 2010)
Thats only 10days worth of play. Iv raised a ticket and awaiting reply.
To be honest if its all automated then the system is wrong somewere.
I played this game from launch for a little over 30 days before I canceled subscription.
Today I got my credit card bill and noticed "STAR TREK ONLINE". Logged on to check an sure enough, my subscription was still active. I know it's my fault for not checking, but I thought cancel really meant cancel. Guess I've been paying for a game i don't play for 6 months now.
I have again canceled it and subscription status now shows CANCELED in red.
Hope it sticks this time but I should probably check again next month.
I payed for a month subscription then canceled the recurring sub. coz im not sure i can pay for next month. Now when i tried to log in i get "Account error please click here for more information", server changes to SERVER DOWN and when i click to see information there is nothing there to see just a blank support page.
Edit: i got a answer that my transaction didnt go through and that i have to do it again
But it did go through and the money is gone from my account -.-`
And now i cant even add my credit card ... perfect
WTF?!
This too.
They have taken payment from my account, so I cancelled the recurring subscription (so it wont take it out next month) my account says its suspended and my card company says they have taken payment.
If I get no reply by the end of the day I will be authorizing my CC company to take legal action, since by law this is basically classed as stealing.
Not surprisingly the Cryptic on line help is dead and there's no billing contact number.
I have now left the game becasue I can no longer subscribe. There is nothing wrong with my credit card or my details. I have confirmed this with my bank. There is something very wrong with the account billing system. I leave this as a warning for others who will eventually come looking for answers. Save yourself the time and stress - quit and don't look back. Atari and Cryptic don't give a damn or are completely incompetent.
While i can't speak for everyone, i have yet to encounter any problems with billing. Then again i understand online payments and how they work more so over these last few years, and if and why they ever do not work, i tend to research and find as much information as i possibly can instead of going off on a rant and demanding justice. Whether you fall into this category is something only you can know, yet generally i find most of the problems lie with the individual and not the company involved. I'm sure you don't like me saying it but more often than not, its true. The customer really isn't right and the mentality that we are, seriously needs addressing in this world.
I recently made the jump to a Life Time Subscription. Before doing so i spoke to 3 different Atari reps, over a period of 3 days, asking each one the same questions to make sure i knew where i would stand, what extras i would receive, and how to go about cancelling my monthly sub. I was informed not to cancel the sub till after the LTS payment went through. It seems that cancelling your monthly sub will cancel whatever game time you have existing on your account. So i assume if you have played for two weeks, have two weeks left, cancel then and those remaining two weeks are null. I'm use to a different method from my time on Warcraft, and yes, this does need to be either pointed out better by Cryptic or at least addressed so cancelling a sub simply prevents further game time being added as opposed to current game time being deleted. Finding this out before jumping the gun was simply down to me.
Research a little first people, because a lot of finger pointing could be avoided with a little thought first. I'm not trying to belittle anyone or say 'i told you so', but with anything in life, just a little bit of understanding goes a hell of a long way. Companies don't all operate the same, so please don't assume they do. I much rather get myself into a situation knowing more about it to begin with than entering into it in the dark.
i bought the game online a got a conformation email but no product ket so i can't finish installing it
Where do you buy it from> depending on where depends on how you get the key, some put the key in the invoice email, other add it to a seperate email, while steam will add it to your game managment screen, cryptic I beleive, will add it to your account dashboard in the unused key section.
OK i just have one thing to say here and yes i know that this is a tech support forum but from what i've seen so far this is the only way to get anything across.. First of all I did try to use the sumit a ticket page you mentioned.. let me ask you this .. have you actually tried to use it because it doesnt work, it promts you to choose billing or tech question and thats as far as you can go.. Secondly (which is the main reason im looking for help) i tried to set up an account which i was able to do but when i tried to load the game it keeps telling me that there is an account error so i click on a link.. The link sends me to a billing sight that tells me that i have a 30-trial and under that is askes for billing information. NOW, Explain to me why i would want to set up a subscription for something that i havent even tried yet.. if im suppose to have a 30-day trial then give me the trial and if after 30 days i think your company deserves my payments then at that time i will set up a subscription.. otherwise the game will be deleted from my computer and start collecting dust while i play Warcraft and Lord of the Rings (which by the way understand the meaning of the term 30-day free trial)
I am having the same problem. Does that mean that I have to pay for a month of the game in order to activate the free 30 days? Does it just want the credit card info or does it want that and for me to pay? PegasusMD, your answer is kind of confusing. I am confused and would like it if someone would help me out. Thanks.
I am having the same problem. Does that mean that I have to pay for a month of the game in order to activate the free 30 days? Does it just want the credit card info or does it want that and for me to pay? PegasusMD, your answer is kind of confusing. I am confused and would like it if someone would help me out. Thanks.
on the retail game you have to setup a subscription to activate the game and get your 30 days
when you enter the retail key you will be taken to a subscription plan menu
you have to select which plan or recurring renewal you want(the subscription)
then then will have to enter how you plan to pay for the subscription when it starts in 30 days so they can keep your game time active when it is time to renew and you will not have any downlime while they verify the payment.
if you use a credit card or paypal as your payment you will not be charge for the subscription until after the 30 days subscription bonus
(it is like a magazine offering a free issue when you sign up for a year subscription)
if you decide to use a gametime card then the 30 days free bonus will be applied to the time of the game card. ie 30 days game card + 30 days free time means you have 60 days of playtime before you have to enter another gametime card.
There is something funky going on their end. I tried to reactivate my sub after the free month run out some months ago.
The process reserves the one euro from my bank account but the payment is still rejected.
In my opinion this should not happen. My bank accepts the transaction just fine as they put the resevation fee on my account.
Why are you trying to take money from my account without accepting the card?
EDIT:
Payment rejecting would not be a biggie i would just go and find game card somewhere. The part where you reserve money from my account is not cool.
I could keep trying to get it to go thru but i dont fancy having multiple euros reserved on my bank account.
This is really what makes me angry .... they CAN reserve the one euro = the pament CAN get trought .... but I CANT pay for subscription ... I am just wondering if they are looking into this or not.
{Have to say patience is a virtue. after posting this I went back to My Account and a new payment method tab was available. and all is well in my universe. have decided to leave this up for the amusement of others. However if a helper or dev doesn't think its funny. I give permission to delete it. PegasusMD, I thought I had something different to offer this thread, but I'm as silly as the next person.}
thank you
PegasusMD
Helpful User, Tech Support
Your patience with this thread has probably been extremely hard to maintain.
There are no one answers in this thread to any one concerns. please if you have the time to rant and rave about your problem take the time to post the out come.
I luckily did all the right things before coming across this thread. But if I am to complain its the ticketing system. I'm clued in pc wise, but that took some work.
Ticketing for anyone having trouble
go to http://www.startrekonline.com/tickets
click on create new ticket.
choose between tech or billing
Search for your problem.
click on My issue isn't listed here, create a new one!
good luck.
here is my issue for your amusment.
"re activating an account with adiferant payment method from an Australian Direct Debit Card.
Okay lets start from the beginning. Bought STO gold edition in Australia and with activation code and 30 day game card. Bought an edition 2X30 day game cards. Played for three months then had net problems. now I'm inactive and tried to do a 1 month subscription. Entered all the details required and submitted. I then got a message saying invalid details. So I tried again thinking I missed something and again invalid card details. so I thought maybe I'm entering the wrong cw numbers. lets just say I tried several times. TRIBBLE. called my card company. they said international purchases over the net send a 1 dollar debit before extracting the amount and so fare I have three pending. so I checked my account and yes she was right. so she told me to wait and try again later. so I did that. still invalid card details. so I've been all over the forums from the sto website as well as the Atari one looking for an answer. Tried to figure out this ticket thing and I'm finally here after 3 hour of trying to figure out how to get answers or at least complain. check out. http://forums.startrekonline.com/showthread.php?t=166917
firstly what am I doing wrong. I understand the who 30 day thing, but when am I getting billed. will I get billed for every 1 dollar pending approval for the benefit of your company and my time.
secondly the ticket thing sucks and annoys people. The game is awesome cryptic is awesome. the only one letting the teamdown is whoever this goes too. secondly give me a :mad: email address to voice my concerns as you are turning away players by being bigots with your unanswered queries.
Thirdly please give me a reasonable answer. And I know the poor person reading this isn't to blame. But give me someone to complain to. the billing system sucks and needs to change. Who can make that happen? or at least give us a reasonable non confusing link with all the information and procedures in simple terms so we can get on with our lives and stop sifting through relentless page content with the same information and no answers.
End Rant
Love you.
And thank you for a great game."
and I chose not to edit because they should have to work to understand me, as I tried to with them. HAHAHAA.
I will post my out come once I get answers.
Unless anyone out there who is helpful that has had a similar problem could shed dome light.
Okay back to Stoked to catch up on 4-6 months in solitary confinement of STO......
I am and for ever will be mentally distraught from my withdrawal symptoms.
and sorry if My GOD comment a fends anyone. "Decided to take it out in case its in the code 0of conduct.":mad:
But I'm Aussie it's hard to do anything with out swearing.
Bleedin cockatoos got a hold of my mind and made me write to a dingo in me sleep.
The ticketing worked. Got a reply within 6 hours. Luckily my query had already be rectified.
It's hard for any user to be dying to play a game and have to wait. I remember having troubles when activating my code. I was also fortunate to have a fleet to help me out. I love sto users, as they have a different mind set to most other mmo players.
Any who I'll keep checking this thread In the hope I can use my limited wisdom on the billing issue.
I still have one question, who is in control of the billing for this game?
I'm only assuming Atari, however who looks after the design system on the sto site?
Obviously this thread isn't supposed to be in this forum, but for now it's a good place to start.
Good luck and boldly go in peace. Don't fly of the kook as I did.
And another thing to think about, while your trying to figure out your own billing problem, download and patch the game to avoid any future waiting once the billing is sorted out.
And if you need a quick sto fix. Check out stoked at jupiterbroacasting or theredshirtarmy or stowiki and you will find enough stuff or links to help the time pass like an f16 in a Quantum slip stream across the pacific ocean.
I just bought STO and a gamecard for 60days (since apparantly you need this to activate your game). Now when I try to activate it and I type in the gamecard code in the subscription page, I keep getting "There was an error processing your request.". What do I do?
Ps I send a ticket but since its still night over there I'm not surprised I didnt get any response yet
you then should have been taken to the subscription plan option where you select what subscription plan
then you should have been taken to playment method menu which you would select and enter your game card.
if you did all that then yes you need to wait for billing to respond to ticket (or use thier live chat option daytime only) to see what the problem is.
I bought the game with Paypal, I even extended my subscription with Champions Online with paypal, and then bought Cryptic Points.
But now all of the sudden I'm trying to extend my STO account, and while I have money on my Paypal account, it keeps asking me to enter my credit card info. This is just totally........... My account closed down yesterday and no matter how many times I try to pay with the money I *have,* it's not going through, and I don't know if it's a Paypal or a Cryptic issue.
Either way, Cryptic doesn't get its payment, and my friend is having the exact same problem. I'm in charge of a fleet, and I had no idea this would happen or else I would have tried to pay a subscription sooner. I've already sent a support ticket to Paypal and Atari, but no reply yet.
I have no idea what to do. Maybe I'll find a game card somewhere, but I already paid a fee for the money in my Paypal account - I want to use that money.
I bought the game with Paypal, I even extended my subscription with Champions Online with paypal, and then bought Cryptic Points.
But now all of the sudden I'm trying to extend my STO account, and while I have money on my Paypal account, it keeps asking me to enter my credit card info. This is just totally........... My account closed down yesterday and no matter how many times I try to pay with the money I *have,* it's not going through, and I don't know if it's a Paypal or a Cryptic issue.
Either way, Cryptic doesn't get its payment, and my friend is having the exact same problem. I'm in charge of a fleet, and I had no idea this would happen or else I would have tried to pay a subscription sooner. I've already sent a support ticket to Paypal and Atari, but no reply yet.
I have no idea what to do. Maybe I'll find a game card somewhere, but I already paid a fee for the money in my Paypal account - I want to use that money.
Earlier this month, I took advantage of the LTS sale and purchased a lifetime subscription to (in theory) replace my 3-month. Apparently $240 dollars wasn't enough for you, and I was charged on February 8th for the three-month subscription that the LTS SHOULD HAVE REPLACED!
Left hand still not talking to the right hand? :mad:
I expect to get that money back.
EDIT: Yeah, I know I have to go through Atari's support site. I'm just venting because this sort of garbage should not happen.
Comments
when i tried to log in i get "Account error please click here for more information" and server changes to SERVER DOWN
So i go to reactivate the subscription and i check the visa, then submit.
Then it says Please wait while we process your request.
And then 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.:mad:
I tried this three times and i get same reply. On e-mail accaut i get a Star Trek Online - Subscription Re-Activation Confirmation. But when i tried to buy Cryptic Points everithing going ok
I had the same problem. Just use PayPal or quit in trying in total ._.
As you can see i got no help on forums (that seem a bit dead atm) and the billing support answers were totaly ridiculuos.
Kinda hard to make a profit when you don't take the customer's payment.
Cryptic really need to get seriouse with this problem and solve it ASAP. And its stupid that ppl from USA (dont get me wrong nothing bad intended) pay 15dollars and ppl from EU pay 15 euros for one month. Yes sure VAT and all that stuff but Cryptic has to think about that also.
I even PMed 3 different GMs with my problem and got no answer.
Thanks for the advice Sharkulla
I want the $14.99 mo. subscription.
Thats only 10days worth of play. Iv raised a ticket and awaiting reply.
To be honest if its all automated then the system is wrong somewere.
Hope I get a reply / response very soon!
Today I got my credit card bill and noticed "STAR TREK ONLINE". Logged on to check an sure enough, my subscription was still active. I know it's my fault for not checking, but I thought cancel really meant cancel. Guess I've been paying for a game i don't play for 6 months now.
I have again canceled it and subscription status now shows CANCELED in red.
Hope it sticks this time but I should probably check again next month.
This too.
They have taken payment from my account, so I cancelled the recurring subscription (so it wont take it out next month) my account says its suspended and my card company says they have taken payment.
If I get no reply by the end of the day I will be authorizing my CC company to take legal action, since by law this is basically classed as stealing.
Not surprisingly the Cryptic on line help is dead and there's no billing contact number.
Thanks Cryptic
http://forums.startrekonline.com/showthread.php?t=188613
I have now left the game becasue I can no longer subscribe. There is nothing wrong with my credit card or my details. I have confirmed this with my bank. There is something very wrong with the account billing system. I leave this as a warning for others who will eventually come looking for answers. Save yourself the time and stress - quit and don't look back. Atari and Cryptic don't give a damn or are completely incompetent.
I recently made the jump to a Life Time Subscription. Before doing so i spoke to 3 different Atari reps, over a period of 3 days, asking each one the same questions to make sure i knew where i would stand, what extras i would receive, and how to go about cancelling my monthly sub. I was informed not to cancel the sub till after the LTS payment went through. It seems that cancelling your monthly sub will cancel whatever game time you have existing on your account. So i assume if you have played for two weeks, have two weeks left, cancel then and those remaining two weeks are null. I'm use to a different method from my time on Warcraft, and yes, this does need to be either pointed out better by Cryptic or at least addressed so cancelling a sub simply prevents further game time being added as opposed to current game time being deleted. Finding this out before jumping the gun was simply down to me.
Research a little first people, because a lot of finger pointing could be avoided with a little thought first. I'm not trying to belittle anyone or say 'i told you so', but with anything in life, just a little bit of understanding goes a hell of a long way. Companies don't all operate the same, so please don't assume they do. I much rather get myself into a situation knowing more about it to begin with than entering into it in the dark.
on the retail game you have to setup a subscription to activate the game and get your 30 days
when you enter the retail key you will be taken to a subscription plan menu
you have to select which plan or recurring renewal you want(the subscription)
then then will have to enter how you plan to pay for the subscription when it starts in 30 days so they can keep your game time active when it is time to renew and you will not have any downlime while they verify the payment.
if you use a credit card or paypal as your payment you will not be charge for the subscription until after the 30 days subscription bonus
(it is like a magazine offering a free issue when you sign up for a year subscription)
if you decide to use a gametime card then the 30 days free bonus will be applied to the time of the game card. ie 30 days game card + 30 days free time means you have 60 days of playtime before you have to enter another gametime card.
The process reserves the one euro from my bank account but the payment is still rejected.
In my opinion this should not happen. My bank accepts the transaction just fine as they put the resevation fee on my account.
Why are you trying to take money from my account without accepting the card?
EDIT:
Payment rejecting would not be a biggie i would just go and find game card somewhere. The part where you reserve money from my account is not cool.
I could keep trying to get it to go thru but i dont fancy having multiple euros reserved on my bank account.
This is really what makes me angry .... they CAN reserve the one euro = the pament CAN get trought .... but I CANT pay for subscription ... I am just wondering if they are looking into this or not.
thank you
PegasusMD
Helpful User, Tech Support
Your patience with this thread has probably been extremely hard to maintain.
There are no one answers in this thread to any one concerns. please if you have the time to rant and rave about your problem take the time to post the out come.
I luckily did all the right things before coming across this thread. But if I am to complain its the ticketing system. I'm clued in pc wise, but that took some work.
Ticketing for anyone having trouble
go to http://www.startrekonline.com/tickets
click on create new ticket.
choose between tech or billing
Search for your problem.
click on My issue isn't listed here, create a new one!
good luck.
here is my issue for your amusment.
"re activating an account with adiferant payment method from an Australian Direct Debit Card.
Okay lets start from the beginning. Bought STO gold edition in Australia and with activation code and 30 day game card. Bought an edition 2X30 day game cards. Played for three months then had net problems. now I'm inactive and tried to do a 1 month subscription. Entered all the details required and submitted. I then got a message saying invalid details. So I tried again thinking I missed something and again invalid card details. so I thought maybe I'm entering the wrong cw numbers. lets just say I tried several times. TRIBBLE. called my card company. they said international purchases over the net send a 1 dollar debit before extracting the amount and so fare I have three pending. so I checked my account and yes she was right. so she told me to wait and try again later. so I did that. still invalid card details. so I've been all over the forums from the sto website as well as the Atari one looking for an answer. Tried to figure out this ticket thing and I'm finally here after 3 hour of trying to figure out how to get answers or at least complain. check out. http://forums.startrekonline.com/showthread.php?t=166917
firstly what am I doing wrong. I understand the who 30 day thing, but when am I getting billed. will I get billed for every 1 dollar pending approval for the benefit of your company and my time.
secondly the ticket thing sucks and annoys people. The game is awesome cryptic is awesome. the only one letting the teamdown is whoever this goes too. secondly give me a :mad: email address to voice my concerns as you are turning away players by being bigots with your unanswered queries.
Thirdly please give me a reasonable answer. And I know the poor person reading this isn't to blame. But give me someone to complain to. the billing system sucks and needs to change. Who can make that happen? or at least give us a reasonable non confusing link with all the information and procedures in simple terms so we can get on with our lives and stop sifting through relentless page content with the same information and no answers.
End Rant
Love you.
And thank you for a great game."
and I chose not to edit because they should have to work to understand me, as I tried to with them. HAHAHAA.
I will post my out come once I get answers.
Unless anyone out there who is helpful that has had a similar problem could shed dome light.
Okay back to Stoked to catch up on 4-6 months in solitary confinement of STO......
I am and for ever will be mentally distraught from my withdrawal symptoms.
and sorry if My GOD comment a fends anyone. "Decided to take it out in case its in the code 0of conduct.":mad:
But I'm Aussie it's hard to do anything with out swearing.
Bleedin cockatoos got a hold of my mind and made me write to a dingo in me sleep.
Toots
It's hard for any user to be dying to play a game and have to wait. I remember having troubles when activating my code. I was also fortunate to have a fleet to help me out. I love sto users, as they have a different mind set to most other mmo players.
Any who I'll keep checking this thread In the hope I can use my limited wisdom on the billing issue.
I still have one question, who is in control of the billing for this game?
I'm only assuming Atari, however who looks after the design system on the sto site?
Obviously this thread isn't supposed to be in this forum, but for now it's a good place to start.
Good luck and boldly go in peace. Don't fly of the kook as I did.
And another thing to think about, while your trying to figure out your own billing problem, download and patch the game to avoid any future waiting once the billing is sorted out.
And if you need a quick sto fix. Check out stoked at jupiterbroacasting or theredshirtarmy or stowiki and you will find enough stuff or links to help the time pass like an f16 in a Quantum slip stream across the pacific ocean.
I just bought STO and a gamecard for 60days (since apparantly you need this to activate your game). Now when I try to activate it and I type in the gamecard code in the subscription page, I keep getting "There was an error processing your request.". What do I do?
Ps I send a ticket but since its still night over there I'm not surprised I didnt get any response yet
1. enter your retail key
you then should have been taken to the subscription plan option where you select what subscription plan
then you should have been taken to playment method menu which you would select and enter your game card.
if you did all that then yes you need to wait for billing to respond to ticket (or use thier live chat option daytime only) to see what the problem is.
But now all of the sudden I'm trying to extend my STO account, and while I have money on my Paypal account, it keeps asking me to enter my credit card info. This is just totally........... My account closed down yesterday and no matter how many times I try to pay with the money I *have,* it's not going through, and I don't know if it's a Paypal or a Cryptic issue.
Either way, Cryptic doesn't get its payment, and my friend is having the exact same problem. I'm in charge of a fleet, and I had no idea this would happen or else I would have tried to pay a subscription sooner. I've already sent a support ticket to Paypal and Atari, but no reply yet.
I have no idea what to do. Maybe I'll find a game card somewhere, but I already paid a fee for the money in my Paypal account - I want to use that money.
Has this been resolved?
Earlier this month, I took advantage of the LTS sale and purchased a lifetime subscription to (in theory) replace my 3-month. Apparently $240 dollars wasn't enough for you, and I was charged on February 8th for the three-month subscription that the LTS SHOULD HAVE REPLACED!
Left hand still not talking to the right hand? :mad:
I expect to get that money back.
EDIT: Yeah, I know I have to go through Atari's support site. I'm just venting because this sort of garbage should not happen.