test content
  • Games
  • Social
  • Arc News
  • Support
  • Zen
What is the Arc Client?
Install Arc
Forums > Home› Support› PC, Network, and Other Technical Issues› Windows and General: PC, Network, and Other Technical Issues

Missing all characters after linking to wrong account

ricky1230ricky1230 Member Posts: 1 Arc User
edited December 2013 in Windows and General: PC, Network, and Other Technical Issues
Hi,
I am recently come back and play STO, but after I link my cryptic account t with PWI account, all my character is disappear . I follow step in FAQ and send several ticket to support but I have no response for 3 weeks now.

Then, I went ahead and purchase lifetime subscription because it said I get more support but I still have no reply. I really don't know what else to do ... When are they going to resolve this issue. Will I lose my lifetime subscription if they restore my character, etc...

I need help on escalate this please

Best regard
Post edited by ricky1230 on

Comments

  • pwebranflakespwebranflakes Member Posts: 7,741
    edited June 2013
    I'm sorry to hear you are running into this issue, ricky1230.

    Now I'm not positive, but it actually sounds like your PWE account has a "different" Cryptic account linked to it since you are not seeing your characters. If you logged into the launcher with your PWE account before linking your Cryptic account to it (or played another Cryptic game with your PWE account before linking) -- this automatically creates a "Cryptic" account to link to it that allows you to log into the game, but it then makes that PWE account ineligible from being linked to a different, existing Cryptic account (because it's technically already linked, just to a different one).

    For instance, if you try and log into the site or launcher with your old Cryptic credentials, does it take you through the linking process? If it does, it's not linked.

    Our GM team should be able to assist once they get to your ticket, but only they will be able to help. Please send me a forum PM with your ticket number. I don't work on tickets, nor can I change the order it gets responded in (they are answered in the order received), but I can make sure it's in the correct queue :)

    We hope to see you back in-game soon!

    Cheers,

    Brandon =/\=
  • mrsladewilsonmrsladewilson Member Posts: 0 Arc User
    edited June 2013
    Just as an FYI, this exact same thing happened to both of my kids, and GM tickets got them both completely fixed up.
  • ricky1230ricky1230 Member Posts: 1 Arc User
    edited June 2013
    Hi pwebranflakes,

    I have send you a private message with the tickets number as you requested.

    Thank for looking into this.

    Best Regards
  • ricky1230ricky1230 Member Posts: 1 Arc User
    edited July 2013
    Just to express: It is now 4+ weeks since I logged the original ticket, I still have not received any comment/response from PWI in relation to my account.

    I am just wondering if there is customer support attach to Star Trek online ....
  • shredddershreddder Member Posts: 0 Arc User
    edited July 2013
    Hey I feel your pain, I put in a few tickets for this exact same situation. I submitted my first one on june 5th.
    I have no idea why it would take over a month to answer, its getting ridiculous and I am starting to get very annoyed!
  • hm82chm82c Member Posts: 0 Arc User
    edited July 2013
    I filed a ticket about this a month ago. Got tired of waiting, decided to delve into a solution myself. The linking obviously hadn't worked, so I went to the Cryptic site and tried to log in. This was a huge achievement in itself as I have seen no links here to accounts on Cryptic. I'll post the link here.

    https://secure.crypticstudios.com/startrek/menu

    Once on there, ensure that you can log into it (username and password working).

    Make sure your PWE account works, that you can log into it, have a forum name, and you haven't created any STO characters on that account.

    Fire up the launcher, and attempt to log in using your Cryptic account credentials. It should give you the opportunity to link to your PWE account.


    I hope this helps, good luck!
  • cptwinstonscptwinstons Member Posts: 0 Arc User
    edited July 2013
    can I get some help with this two, I don't think I ever linked my accounts, not really sure if iever created a pwe account either, but my characters are not here
    thanks
  • cattytatscattytats Member Posts: 1 Arc User
    edited December 2013
    I just came back after not playing for a year or so and I've followed every link I could find to try to merge my Cryptic account to my Perfect World account. Each time I tried to do it there would be an error saying I didn't know my password. No big deal. I changed it. Second time I tried to link the accounts it said my username did not exist. I must have went through this TRIBBLE about 10 times before I thought something good was happening. Wrong again. Even though I put in my birthday in which I am 26 years old, the error message kept insisting that I am under 13. At this point, I'm trying not to blow a fuse. I tried the process one more time and the error message said that my Cryptic account was already linked to a Perfect World account. I knew this couldn't be true or was it? I logged into the game to find all my characters from my Cryptic account to be gone. All my unlocks to be locked. I decided to check the Cryptic site logging in with my old credentials. That brought me to this page ironically with my Perfect World account logged in. However, I still have none of the old characters from the Cryptic account. Or any of my unlocks.:confused: :eek: Please help me figure this stuff out. My time is limited. I'm sure yours is, too.
  • pwebranflakespwebranflakes Member Posts: 7,741
    edited December 2013
    cattytats wrote: »
    I just came back after not playing for a year or so and I've followed every link I could find to try to merge my Cryptic account to my Perfect World account. Each time I tried to do it there would be an error saying I didn't know my password. No big deal. I changed it. Second time I tried to link the accounts it said my username did not exist. I must have went through this TRIBBLE about 10 times before I thought something good was happening. Wrong again. Even though I put in my birthday in which I am 26 years old, the error message kept insisting that I am under 13. At this point, I'm trying not to blow a fuse. I tried the process one more time and the error message said that my Cryptic account was already linked to a Perfect World account. I knew this couldn't be true or was it? I logged into the game to find all my characters from my Cryptic account to be gone. All my unlocks to be locked. I decided to check the Cryptic site logging in with my old credentials. That brought me to this page ironically with my Perfect World account logged in. However, I still have none of the old characters from the Cryptic account. Or any of my unlocks.:confused: :eek: Please help me figure this stuff out. My time is limited. I'm sure yours is, too.

    Welcome back! Because you are having issues logging in, instead of recommending you to file a ticket, I'd like to recommend you send in a direct email for support from the email address that was linked to your legacy Cryptic account to customerservice@perfectworld.com -- you'll get an automatic reply with some suggested solutions while your ticket is in the general queue to be answered in the order received, but you'll also get your ticket #. If you can send that to me via a forum PM, I can make sure it's in the correct queue (that's the most I would be able to help with in this matter, unfortunately).

    Also, I am going to close this thread down since it's a necroed thread (hasn't been posted to in the last 30 days).

    Look forward to hearing from you soon!

    Cheers,

    Brandon =/\=
This discussion has been closed.