Let's look at this from a different perspective. Let's say I'm trying to gain access to your account without your consent. So I submitted a CS ticket saying my e-mail has changed and I need CS to help me, what would you want them to do?
Face it. the Account Guard change they just implemented may have created a situation where it's impossible to get your account back if you don't have access to e-mail. Unless they have another way of verifying who you are without talking to you. Maybe they can ask for your credit card info. How do you feel about providing that info to one of Cryptic's support specialists through their online system?
Kobayashi Maru
Join Date: Sept 2008
"Holographic tissue paper for the holographic runny nose. Don't give them to patients." - The Doctor
Face it. the Account Guard change they just implemented may have created a situation where it's impossible to get your account back if you don't have access to e-mail. Unless they have another way of verifying who you are without talking to you. Maybe they can ask for your credit card info. How do you feel about providing that info to one of Cryptic's support specialists through their online system?
I believe that's what they did the last time when they reset all the passwords. if you had a cstore purchase, verify what it was, the last 4 digits on the card used and the date.
My friend tried a password reset to her CO account several times. Each code it sent her did not work. it got to the point it seems PWE has now locked her out completely. She cannot access her STO account nor her CO and shes even blocked from Blacklight Retribution...shes frustrated angry and unable to get any replies from PWE. My own search has shown on forums like Steam,STO and CO as well as BLR that this is a common problem of being locked out....
so how long does one need to wait for a reply?
this is just bad business....untested mergers have royall F***** up a lot of people.
My friend tried a password reset to her CO account several times. Each code it sent her did not work.
Never make multiple password requests. Sending email is not an exact science and you may get the emails with the codes out of order which will TRIBBLE things up. That's probably what happened in this case. Email servers only send out an email once an hour. if it doesn't go through, it'll wait an hour to try again.
My friend...is locked out of her account. On every single PWE game. STO,CO,Blacklight....and she has been waiting 6 days now for a response...and I have been asking around for her since she can no longer access customer support.
How long does it take to answer a support ticket? really? 6 days of being locked out of your master account with zero ability to do anything about it is TRIBBLE TRIBBLE.
so...keep moving my posts. but im going to keep posting until I either get a warning..or somebody explains to me why this account merger was launched without some bloody internal testing. there are so many others locked out of their accounts and I have several friends who have simply given up because PWE seems unwilling to address this issue anywhere.
Is it a lockout or an account ban? Per PWE rules and forum guidelines, no one from PWE will discuss a ban on the open forums, nor will they discuss a ban with anyone but the affected account holder per their own privacy policies.
That may be why your post keeps getting moved. Spamming the forums, though, with the same post over and over is likely only going to result in either drawing the ire of the mods/CM or getting you a possible forum ban.
Well she doesn't know...she used her password reset to access her CO account...due to forgetting her password/account. the reset gave her a faulty code that did not work..so she repeated this process several times. No avail, now..she cant access her sto account which she was able to log into earlier that day....Cannot log into her blacklight account...NOR can she even make a new account...it just doesnt let her.
so all Im really asking....is how long does she have to wait for these lazy corner cutting people to reply to her support ticket..because waiting a week..is honestly a load of TRIBBLE.
Well, be that as it may, PWE will only discuss account issues with the registered account holder, per privacy guidelines. Posting on behalf of your friend, unfortunately, will not change this.
Also, there may be a backlog of support requests. Has she attempted contacting support directly via email?
She did once...and continued to work on her account...now she is locked out and unable to log in at all to even check the status of her ticket. so yes email was used. support ticket was used...Im just trying to help her out...because being locked out of CO should not have locked her out of every other PWE game.
Has she been checking the email address that her PWE is tagged to.
Sorry it sounds like a daft question but I remember seeing posts from people here on STO forums that tried to link from Cryptic to PWE using an old PWE account they had, prob was they forgot the access details for the email account tied to the PWE login details, PWE of course was sending ticket replies to the no longer used email address.
************ was my first CO acc and my originality; I spent years on it. I cannot, for the love of me, log into it using the Cryptic option. It says the username/password does not exist, yet when I confirm it via e-mail using Cryptic Support in password and account name requests.. they practically DO exist because I checked.
Secondly, I presume it's default lock out on the clients. I cannot log into the clients on any account, and i've tried reinstalling. It wont work.
I have checked my email(s). One is seperate for my STO acc, the other is with my first acc with cryptic.
I have received no customer support. My CO account is cryptic...and MY STO one is PWE. they use seperate emails.
oh yes she borrowed a friends account to try logging in. Despite knowing said friends password. She could not log in. Yet the instant the friend tried...they logged back into their account without incident.
These countries are banned regions for Perfect World Entertainment:
China
Hong Kong
Macau
South Korea
Taiwan
Vietnam
Russia
Unfortunately, we are unable to allow new registrations from these regions.
Is you friend accessing from any of these regions?
Only other thing I can think of then is password length.
PWE has issues with passwords 14 characters or more in length (even though they will allow you to create one that long), maybe try a shorter one if this is the case.
Also I believe that PWE reserved user names from Cryptic accounts though they never told us here till after most of us had created new ones. Try logging in to STO or CO, click the PWE radial button thingy and use old details.
Otherwise, I've no idea sorry.
If you have access to twitter maybe send BranFlakes a tweet about it see if he can help.
Click on support at the top... then make a ticket thats along the lines of "fear of being/been TRIBBLE" <<< low tactic.. but they do respond to "TRIBBLE" tickets faster than others... then assuming they respond.. they'll ask you to prove who are you.. you send em back the correct details.. then theyll reset ya e-mail,change ya pass etc..
Keep posting man, PWE is goin down the tube and everyone sees it...
"We all change, when you think about it, we're all different people; all through our lives, and that's okay, that's good, you've gotta keep moving, so long as you remember all the people that you used to be."
also. if your friend Linked their cryptic account to a PWE account, you CANNOT loggin with your old Cryptic account and password on ANY game, once linked you MUST use the PWE account/password.
Submitted a ticket on 7-05-12 and got a reply 7-06-12 with detailed instructions on changing my email since I no longer have access to the registered one. Followed the instructions and submitted a response.
Now, nothing from PWE. :mad:
Missed the weekend Tribble event, spent the weekend and past 2 days watching Enterprise on DVD. (Out of DVDs now )
Would have taken all of 10-15 minutes over the phone to verify.
Anyway to contact PWE other than the ticket system?
Submitted a ticket on 7-05-12 and got a reply 7-06-12 with detailed instructions on changing my email since I no longer have access to the registered one. Followed the instructions and submitted a response.
Now, nothing from PWE. :mad:
Missed the weekend Tribble event, spent the weekend and past 2 days watching Enterprise on DVD. (Out of DVDs now )
Would have taken all of 10-15 minutes over the phone to verify.
Anyway to contact PWE other than the ticket system?
Frustrated,
Warshoe
weekend. no one works, most likely even suport has days off.
Submitted a ticket on 7-05-12 and got a reply 7-06-12 with detailed instructions on changing my email since I no longer have access to the registered one. Followed the instructions and submitted a response.
Now, nothing from PWE. :mad:
Missed the weekend Tribble event, spent the weekend and past 2 days watching Enterprise on DVD. (Out of DVDs now )
Would have taken all of 10-15 minutes over the phone to verify.
Anyway to contact PWE other than the ticket system?
Frustrated,
Warshoe
Nope, they do not have a phone number other than for billing issues. General support is website only. Furthermore, tickets have a 1-3 business day response time, which includes neither weekends nor holidays.
Comments
Face it. the Account Guard change they just implemented may have created a situation where it's impossible to get your account back if you don't have access to e-mail. Unless they have another way of verifying who you are without talking to you. Maybe they can ask for your credit card info. How do you feel about providing that info to one of Cryptic's support specialists through their online system?
Join Date: Sept 2008
"Holographic tissue paper for the holographic runny nose. Don't give them to patients." - The Doctor
I believe that's what they did the last time when they reset all the passwords. if you had a cstore purchase, verify what it was, the last 4 digits on the card used and the date.
Concerns:
1) Remembering the PWE account information
Good news:
1) Made a Zen purchase and shot it over to STO that morning prior to update, so can provide last 4 and CV
2) Still have the product code from when I purchased STO and also my old cryptic account name
(Goes back to patiently waiting...(clicks support button)(clicks support button))
Warshoe
so how long does one need to wait for a reply?
this is just bad business....untested mergers have royall F***** up a lot of people.
Never make multiple password requests. Sending email is not an exact science and you may get the emails with the codes out of order which will TRIBBLE things up. That's probably what happened in this case. Email servers only send out an email once an hour. if it doesn't go through, it'll wait an hour to try again.
Wait a day or whatever the error tells you to do.
Do a single password request.
Wait for the email.
Try that.
How long does it take to answer a support ticket? really? 6 days of being locked out of your master account with zero ability to do anything about it is TRIBBLE TRIBBLE.
so...keep moving my posts. but im going to keep posting until I either get a warning..or somebody explains to me why this account merger was launched without some bloody internal testing. there are so many others locked out of their accounts and I have several friends who have simply given up because PWE seems unwilling to address this issue anywhere.
That may be why your post keeps getting moved. Spamming the forums, though, with the same post over and over is likely only going to result in either drawing the ire of the mods/CM or getting you a possible forum ban.
Just saying.
ROLL TIDE ROLL
Also, there may be a backlog of support requests. Has she attempted contacting support directly via email?
ROLL TIDE ROLL
Sorry it sounds like a daft question but I remember seeing posts from people here on STO forums that tried to link from Cryptic to PWE using an old PWE account they had, prob was they forgot the access details for the email account tied to the PWE login details, PWE of course was sending ticket replies to the no longer used email address.
At times like this, though, I'd wish that PWE would have a global support site for all issues and not just tech support.
Also, may sound obvious or not, but make sure the spam/junk email folder isn't eating her replies.
ROLL TIDE ROLL
************ was my first CO acc and my originality; I spent years on it. I cannot, for the love of me, log into it using the Cryptic option. It says the username/password does not exist, yet when I confirm it via e-mail using Cryptic Support in password and account name requests.. they practically DO exist because I checked.
Secondly, I presume it's default lock out on the clients. I cannot log into the clients on any account, and i've tried reinstalling. It wont work.
I have checked my email(s). One is seperate for my STO acc, the other is with my first acc with cryptic.
I have received no customer support. My CO account is cryptic...and MY STO one is PWE. they use seperate emails.
topic
https://support.perfectworld.com/app...abled%20region
These countries are banned regions for Perfect World Entertainment:
China
Hong Kong
Macau
South Korea
Taiwan
Vietnam
Russia
Unfortunately, we are unable to allow new registrations from these regions.
Is you friend accessing from any of these regions?
PWE has issues with passwords 14 characters or more in length (even though they will allow you to create one that long), maybe try a shorter one if this is the case.
Also I believe that PWE reserved user names from Cryptic accounts though they never told us here till after most of us had created new ones. Try logging in to STO or CO, click the PWE radial button thingy and use old details.
Otherwise, I've no idea sorry.
If you have access to twitter maybe send BranFlakes a tweet about it see if he can help.
Good Luck
650-590-7798
Now, nothing from PWE. :mad:
Missed the weekend Tribble event, spent the weekend and past 2 days watching Enterprise on DVD. (Out of DVDs now
Would have taken all of 10-15 minutes over the phone to verify.
Anyway to contact PWE other than the ticket system?
Frustrated,
Warshoe
weekend. no one works, most likely even suport has days off.
Nope, they do not have a phone number other than for billing issues. General support is website only. Furthermore, tickets have a 1-3 business day response time, which includes neither weekends nor holidays.
ROLL TIDE ROLL