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Lifetime Sub: Monthly Zen
joeykoric
Member Posts: 117 Arc User
I attempted to access the support page via the support button at the top of the ARC website only to get an error message that the page cannot be accessed. I have been a lifetime sub since the launch of the game and I have always gotten a monthly ZEN of 500 each month on or around the 25-26th. I have not received this months stipend. Is anyone else missing their monthly zen? Never had this happen before, so I am not sure what to make of it, or how to resolve it, if I am unable to access the support page. Any information would be appreciated. Thank you.
Fleet Admiral Zach Caldwell
Commanding Officer, Strategic Starfleet Operations
Commanding Officer, Strategic Starfleet Operations
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Wow, really? Hissyfit? I have read posts that were hissyfits and rants and mine is not even close. After eight years of being a lifetime subscriber, the monthly zen always arrived no later than noon on the 26th. Okay maybe it arrives later no problem. Then around 10:30pm it still had not arrived. So I attempted to contact support, but for some reason the page is not accessible. So I post here to find out if this was something others had encountered both the support page inaccessibility and zen not arriving and if perhaps the two were related. You assume it was a hissyfit. Starting to understand why some members refuse to come to the forums for help, when they are attacked and or accused of something when all they are doing is asking a question or seeking help or heaven forbid actually learn something.
Commanding Officer, Strategic Starfleet Operations
The support page still seems to have issues. But I did find their email address and I used it to contact them on Friday. They responded back the same day saying it was escalated to the proper person but with it being the weekend might take a few days. So hopefully the issue will be resolved in the next few days.
The email is customerservice@perfectworld.com
P.S. In your email be specific as to your problem, how long you have been a subscriber etc.
Commanding Officer, Strategic Starfleet Operations
I submitted a ticket on Sunday night and got my Zen last night (Monday) after getting home from work.
Would help members if you would tell them how, step by step, that you submitted a ticket in game. I looked at the support tab, but was unsure which catergory it should be submitted under.
Commanding Officer, Strategic Starfleet Operations
1. Click the Question Mark icon on the right side of the mini-map.
2. Click "Request GM Help".
3. Click on "Items".
4. In both Summary and Description are mention that you did not receive your monthly Zen stipend. I mention when I normally get it in the description.
5. Leave Item Name blank.
6. Click the submit button.
Live chat is offline, and when I try to submit a ticket - it will not let me. It states choose your platform (PC is not even an option as I do not play consoles)
Our ticketing system is available 24 hours a day and you can usually expect a response to your ticket within one business day, though wait times may vary depending on the complexity of your issue and the volume of requests.
Additionally, we now offer limited Live Chat support for the specific issue types listed below:
All Payment & Transactions Issues
All Account Inquiries (except Bans)
Account & Game Login Issues
Stuck Characters
We are unable to offer Live Chat support for In-Game issues at this time. If your issue is not listed above, please use our ticketing system instead as our Live Chat agents will not be able to assist you.
Live Chat is available all week from 10:30AM to 6:30PM (Pacific), and is only available in English.
When filling a Ticket this is what appears:
Subject * ans: Zen Stipend
Question * ans: Missing Jan stipend
Product * ans: Star Trek Online
Category * ans: account inquiry
Required This button does not work with screen readers. Please use the previous link instead.Select a category
Xbox Gamertag (if applicable)
PSN Account (if applicable)
Attach Documents
No PC option available - When I do fill out Subject / Question / Product & Category, this is the site response:
Product - Please select a platform under Star Trek Online.
Category - Please select an item under Account Inquiries.
It is easier to just use their email at customerservice@perfectworld.com
Put Monthly Stipend in the subject line and state your issue in the email with specifics of when you usually get your stipend each month.
My issue was resolved yesterday. It took a bit longer for my issue to be resolved because my ticket was submitted near the end of business day on Friday. From what I have seen from other members, it can take a few hours to a day on average to resolve this issue. Hope this helps.
Commanding Officer, Strategic Starfleet Operations
Commanding Officer: Captain Pyotr Ramonovich Amosov
Dedication Plaque: "Nil Intentatum Reliquit"
Why exactly is this happening? Alsom once they fix whatever has caused this problem. will they retroactive any previous ungiven stipends? Or must one file a ticket for each month not received?
Thank you for the link - I did managed to find the issue with the ticketing process, it was the fact that the menu system is a bit clunky but I finally managed to get it to work.
I filed it early morning on Wed the 31st, my stipend is always due the 28th in the morning - I received 1,000 Zen on the evening of the 31st. They did reply within a day, least for me they did.
Not sure why it happened. If you are missing your monthly stipend, contact customer service. One would think they would retroactively apply ZEN stipened if it is due to a bug or problem in their system. But, if I were you, just play it safe and contact them directly. It seems everyone thus far has gotten happy and quick results.
Commanding Officer, Strategic Starfleet Operations