Subscription Cancellation __WHY????

[Vyrzain]

Subscription Cancellation __WHY????

May 19, 2017 5:09 PM I got my VIP Monthly Bonus.

May 20, 2017 3:01 AM I see Subscription cancellation.

My Credit Card info is correct and has been working for over a Year now.
Last Subscription renewal Feb 20, 2017 3:30 AM and before that Nov 20, 2016 2:02 AM.. etc….

BUT when I go to Subscriptions to manually renew I get the following Error….

1058: The transaction was declined. Please use a different card or contact your bank.

I call my Bank / Credit Card Provider… and there is nothing wrong on their end and they told me that NO charges would be declined nor are there any Red Flags to halt / stop a transaction.

On https://myaccount.turbine.com/home.php
My account has a Signup date of 2009 but is now listed as Premium: (


I NEVER did this Cancellation and it took me a LONG time, on a Saturday, just to get to the web based Account info. As we all know the DDO Store does NOT work in-game any more… grrrrr… and the Store browser would not open on the Character select screen. Since my Account is now Premium all the Game would do is allow me pick 9 of the 15 Characters on my Account.

I DID NOT want to do this in fear of screwing something up more on my Account.
PLUS the Character I need / want to play is Free to V.I.P. but not to Premium’s.

As a work around I went to a different server and made a Character. Then once in-game fully, I as able to open the DDO Store browser to provide the above info.


But now I am stuck!

I Submitted a request ticket for help but we all know how the service is lately… sigh.
Plus I still do not have confirmation that the Ticket even hit their severs or that it was sent. In the past with Turbine Customer Service I would at least get an E-mail back.

I want to play DDO but am afraid if I changed something on my account I could case permanent damage.

So my questions…

As Premium now, is it correct that I will NOT have access to all the Quests I had as V.I.P.?

Will I still be able to enter a Quest on elite?

If I pick only the Character I want to play are the others still there and will return, with all their stuff, once this issue is fixed and I am V.I.P. again?

Am I correct in thinking that even though I just accessed my Drow, Half-Elf, Shadar-kai, Druid and Artificer last night that if I am not V.I.P. I will not have access to these today as Premium?

I have been reading postes on the Forums that Tickets are being canceled because the GM can only help you if you are on-line when he / she is. So in my case should I stay logged in on that new character I made to access the DDO Store even though it is not something I play?

Do you think GM be able to reset my Daily Dice timers because I normally roll these before work, before 10am and it is getting late; I do not want to miss out on this.

How do you travel between Eberron and the Forgotten Realms without logging out then back into that different Realm?

Can you deposit platinum into the Shared Bank without being V.I.P.?





ALSO…
support.turbine.com
Gives an "Oops. The page you were looking for doesn't exist." Error when you click on the links inside the below posts.
https://www.ddo.com/forums/showthread.php/481717-Standing-Stone-Games-Customer-Service
AND
https://www.ddo.com/forums/showthread.php/481716-Standing-Stone-Games-Transition-FAQ
AND
https://www.ddo.com/forums/showthread.php/461536-Fraud-Prevention-FAQ

Standing Stone Games Customer Service maybe should change these links?

[cru121]

SSG... fix your sh*t

[Vyrzain]

SSG... fix your sh*t

LOL… tell me about it!!!!!

How many posts have we seen on DDO Store issues in the past few months?

Please take my $$$$ and let me play your Game.. sigh.

ALSO I am trying to buy a Spell Agility +5 Blue augment, because I will need that for when our group gets together tomorrow, but cannot find it.
Comes up with “No items found” even on a search.

[YUTANG75]

So my questions…

1. As Premium now, is it correct that I will NOT have access to all the Quests I had as V.I.P.?

2. Will I still be able to enter a Quest on elite?

3. If I pick only the Character I want to play are the others still there and will return, with all their stuff, once this issue is fixed and I am V.I.P. again?

4. Am I correct in thinking that even though I just accessed my Drow, Half-Elf, Shadar-kai, Druid and Artificer last night that if I am not V.I.P. I will not have access to these today as Premium?

5. I have been reading postes on the Forums that Tickets are being canceled because the GM can only help you if you are on-line when he / she is. So in my case should I stay logged in on that new character I made to access the DDO Store even though it is not something I play?

6. Do you think GM be able to reset my Daily Dice timers because I normally roll these before work, before 10am and it is getting late; I do not want to miss out on this.

7. How do you travel between Eberron and the Forgotten Realms without logging out then back into that different Realm?

8. Can you deposit platinum into the Shared Bank without being V.I.P.?


1. Correct any unpurchased adventure packs will no longer be accessible as you never bought them.

2. On first life characters you can enter on normal, 2nd life can enter hard and 3rd life can enter elite.

3. I can't remember for sure but when I had too many characters after losing VIP a long time ago any unselected toons stuck around until I deleted them. However, I could not make a new character until I freed up a slot. This may have changed.

4. Unless you buy/ have bought those races/classes you will no longer be able to log onto that character.

5. Unfortunately so.

6. I doubt they would do that.

7. Eberron -> FR: Use the eveningstar key or go through the spinners prision.
FR -> Eberron: Through eveningstar's cavern.

8. Not unless you have purchased it. You can withdraw any plat in it though.

[Vyrzain]

.............

Thanks for the info.

I hope this gets resolved today as our Campaign is Sunday.
I made an in-game ticket also that still looks to be open and have been waiting for a response.
Been 2 hours thus far : (

We are First Lifers and like to play Hard or Elite.

Then I hope the Quests setup are ones that are free. I would hate to cancel Game day over this; their issue!

Our Characters do not yet have the eveningstar key.
I will need to look into the cavern though as I do not remember where you can go in there.
We just hit 12 so not an issue yet, I think, I just noticed the options grayed out on my test Character so asked.
We normally travel to and fro by logging. Then at lower levels to see what Gear is for sale on the NPC's because people sell stuff there vs. the Marketplace.

[Vyrzain]

6 hours thus far without a response : (

Is not the weekend, the time when most people are on-line and able to play DDO?

Should DDO support not have the most GM’s on during this time?

At least just to tell me something like there nothing to do till Monday?

I would not be happy but at least I will not be waiting around getting more and more frustrated.

[Roland_D'Arabel]

Given the state of customer service lately, you might be stuck like this for weeks. At this point, the squeaky wheel gets the grease etc. so I would private message any and all devs as well as Cordovan.

[Vyrzain]

............ so I would private message any and all devs as well as Cordovan.

Thanks I will send a PM to Cordovan as I sometimes see him posting on a weekend.

I never had to PM anyone on these boards till now : (

The sad part, other then me not being able to play as I am accustomed to, is that if this is NOT fixed by tomorrow and our group has to try and run our Campaign as Premium; then we may find that being a V.I.P. is not necessary. SSG my lose out on the monthly income from three V.I.P.’s because their Account Center is broken.

[MarieJoelle]

Same problem here
Got something new?

[Vyrzain]

Same problem here
Got something new?


12 hours and still no resolution : (

No response to the Support ticket.

I did notice that a GM did close out my in-game ticket writing.

In order to provide the best resolution to your issue, you will need to contact our Account Support Team. That team is better equipped to handle your inquiry, as the In-game Support Team does not have access to the necessary information to assist you further. To contact Account Support, please open your main menu with the 'Esc' key and click 'Help.' From there, navigate to the provided link to our Help Site. Make sure to select DDO as your game and then fill out a ticket for the Account Support Team to review. If you prefer, you may visit help.standingstonegames.com directly from your web browser.

I even tried DDO on a different computer with a different OS and different web browser.

I also tried reentering my CC.

Same issue that DDO will not take my $$$$ and make me V.I.P. again.

On another note one needs to have a 12th level character logged in to get the Spell Agility +5 Blue augment to show up. < unless I am missing something? >
I still like the old DDO store better and never had a payment issue or could not buy something till the change.

Also I did get an E-mail back stating that their Server received my ticket.

[MarieJoelle]

Same issue, same day. Even paypal method is down for me : "Unfortunately we cannot process your payment at this time"
About the sapphire of spell agility, its a M.L. 12 one, so the store shows whats available for your level.
I just sent a request here : https://help.standingstonegames.com/hc/en-us
Wait and see.

[Ebforest60]

1058: The transaction was declined. Please use a different card or contact your bank.

Tried to purchase points, same issue. Tried a different credit card and was able to get it "approved" but on my statement it shows as PENDING and no points added to my account.

I mean if SSG doesn't want my money then I guess I can play another game...

EDIT: Tried PayPal just for kicks, still won't process. I guess I should submit a ticket.

[cdbd3rd]

...

If I pick only the Character I want to play are the others still there and will return, with all their stuff, once this issue is fixed and I am V.I.P. again?...

You've got good answers for most of your questions, but I do want to second the answer that your inactive characters and gear are permanent and will be there once you get your VIP fixed.

Also, it is correct that in-game GMs can't fix this kind of problem, it has to be Account Support. :( ... Weekend, backlog, etc. May take a while, unfortunately.

[Vyrzain]

Tried again to get V.I.P. back with my CC that has worked before…. NO go!

Again tried to reenter that CC… NO go!

Added a different CC… it saved… and seems to work.
I can now access all my characters.
It gave me DDO points on the History page but the amount did not update yet with that extra 500.
I then deleted this new CC so with luck in three more months my first CC that I have been using for years with work again.

I AM NOT happy… I lost a Saturday to this and now have to do all this extra work to get back what I had.

I also sent negative feedback on the Xsolla Survey


NOTE..
I did get my Gold <weekly> Dice roll so I only lost out on the Daily roll for Saturday.
I do hope that these timers are set back to what I need. With the Daily opening up before 6am and the Weekly opening up on Saturday.

[cdbd3rd]

...


NOTE..
I did get my Gold <weekly> Dice roll so I only lost out on the Daily roll for Saturday.
I do hope that these timers are set back to what I need. With the Daily opening up before 6am and the Weekly opening up on Saturday.

To get your Gold back to Saturday, you'll need to note the exact time you rolled today, then reroll next week 12 hours earlier, then 12 hours again the following week - or skip a week. The timer runs from your current roll for 1 week - 12 hours.

I think the daily Silver rolls are still set to a hard 24 hours, so for that one to change time you may need to skip a roll.

[XsollaSupport]

Hello, we are sorry to hear that you have difficulties with making a payment. Please reach us at help.xsolla.com and we will help you to resolve the issue.

[Grandern_Marn]

*snip*

squeaky wheel gets the kick

*snip*




Fixed



https://www.youtube.com/watch?v=LN1SXkfOAyU

[Eryhn]

Hello, we are sorry to hear that you have difficulties with making a payment. Please reach us at help.xsolla.com and we will help you to resolve the issue.
you should ask for a forum avatar and title indicating you are official. a 1 post account offering support on credit card billing information might otherwise be seen as, well, fishy :D

[MarieJoelle]

Good news, I got an answer from https://www.xsolla.com using live chat
Actually, it's my bank blocking transactions on internet. A new card is waiting for me, even if my card works fine with small amounts out of internet business. That's why I didn't notice any isue till now.
Still no response from https://help.standingstonegames.com . I thanked them for not having done anything...
So I suggest to use https://www.xsolla.com using live chat for any payment issue.

[Vyrzain]

Good news, I got an answer from https://www.xsolla.com using live chat
Actually, it's my bank blocking transactions on internet. A new card is waiting for me, even if my card works fine with small amounts out of internet business. That's why I didn't notice any isue till now.
Still no response from https://help.standingstonegames.com . I thanked them for not having done anything...
So I suggest to use https://www.xsolla.com using live chat for any payment issue.


Thanks for the update.

If / when my normal CC does not work again, after the three months is up, I will see what xsolla can do using your links.

But since this issue was seen, I have ordered pizza online, got gas, went to CVS and the grocery store using the same CC that did not work for DDO. Thus, like my bank stated, there is not an issue with me making transactions.

[Vyrzain]

1 Week and still not a word from SSG on the ticket : (

I do see a post about Discover Card Issues though…..
https://www.ddo.com/forums/showthread.php/486849-Discover-Card-Issues#post5977455

This is very similar to the recent Paypal Issue…..
https://www.ddo.com/forums/showthread.php/485307-Recent-Paypal-Issue-Resolution?

For that issue, LT218 writes on 05-20-2017, 08:31 PM “1.5 months with no update.”

Not looking good for SSG support… /sigh

Also, still trying to get my Gold Dice roll back to normal, before this issue, though: (

[Vyrzain]

2 Weeks and still not a word from SSG on the ticket : (

No “we are looking into this issue”.
No “has your issue been addresses”.
No “please provide more info” OR “sorry for the delay we are still looking into this”.

At this point, besides getting more frustrated on the lack of V.I.P. support by SSG, I will bump this post each week just to see how long it takes them.

The reasons for being V.I.P. are becoming clouded!

AND my Gold Dice roll is still not back to the time I need it to be!

Zargonia wrote in another post…


………….

I've been a V.I.P. with DDO for over 8 years, and I've become increasingly disinterested with the game that was once the best MMORPG online. Where once it encouraged original character design and a fun, different approach to gaming, it has become a chore. All new content for the past two years has made it clear that there is only one approach to character design: deal lots of damage. Leveling is more difficult, without balanced rewards. This is no longer a way to play Dungeons & Dragons, but instead just another first-person shooter with a different layout. Now, my automatic renewal has been discontinued by the game makers and I've got to chase down a thread to find out that I'm allowed to sign up again?
……………...

[cdbd3rd]

...

AND my Gold Dice roll is still not back to the time I need it to be!

.

[if I'm reading the intent of that statement correctly]

They're not going to change your roll timer. I doubt they even have the tool to do that with.

You'll need to move it this way:


To get your Gold back to Saturday, you'll need to note the exact time you rolled today, then reroll next week 12 hours earlier, then 12 hours again the following week - or skip a week. The timer runs from your current roll for 1 week - 12 hours.

I think the daily Silver rolls are still set to a hard 24 hours, so for that one to change time you may need to skip a roll.

[Vyrzain]

Sorry, poor wording on my part and some frustration.

I have been moving the Gold roll back slowly, with luck next week it will be where it was before this issue.

It just gets to me because our group uses the Gold Rolls for our Game play and I feel that I am letting them down because I am not able to keep up my end of our rules.

We most likely do not play DDO like 95% of the people that use these forums.

We have campaigns that last about a year and we set conditions / rules before we start playing; using DDO as the backdrop for our role-playing.

In this campaign we are three Drow in the service of Lloth and we start our game week by rolling the Gold Dice. The loot is a gift, which we fit into the story and the Drow with the highest Gold Roll picks the Quests to do for the following week. Luckily we did not play last week because of the holiday and I hope that this week we do not have to make / come up with another exception over this.

Anyway, I do want to thank YOU, cdbd3rd, for the info and the well worded posts. You should be on the Player’s Council : )

[Vyrzain]

2 weeks and 5 days as a V.I.P. and at last word from SSG.

This E-mail / Ticket from them is stating that there are technical issues, no timeframe yet for a fix, and they are doing their best to get back to everyone as quickly as possible.

If the E-mail came within a day or two of me reporting the issue then all would be OK.

But nearly 3 weeks later is unacceptable for a V.I.P.!

I will continue to update this post just to have a record of how long it takes for a V.I.P. support issue to be resolved under SSG.

On another note… I finally got my Gold Dice Roll back to what it should have been : )

[Vyrzain]

I am also reading other posts about DDO Store and Money issues… sigh.

Purchased Shadowfell Conspiracy™ Collector's Edition key not working
https://www.ddo.com/forums/showthread.php/486733-Purchased-Shadowfell-Conspiracy%E2%84%A2-Collector-s-Edition-key-not-working

DDO Store and European payments – Temporary Notice
https://www.ddo.com/forums/showthread.php/487346-DDO-Store-and-European-payments-%E2%80%93-Temporary-Notice

Krolikru3… in the Discover Card Issues post writes….
“I'll just stay away from the store for awhile then.... At least until SSG comes out with a statement that says it's safe.”

And in the same post Fathiekes writes that a “Visa card not working either”
https://www.ddo.com/forums/showthread.php/486849-Discover-Card-Issues

[Vyrzain]

I did read that the LOTRO browser also had / has issues.

https://www.ddo.com/forums/showthread.php/487527-When-will-the-DDO-Store-work-in-game-again#post5987711

from Cocomajobo…. DDO QA Team….

….. large issues were identified and we've had engineers working them out before also going live with the new internal store browser in DDO.

SO many Store issues…. Was Xsolla the correct partner for DDO?
Seems Xsolla is just causing a loss of money and customer satisfaction : (

[Vyrzain]

There is an updated post about the Discover Card Issues being address though.
https://www.ddo.com/forums/showthread.php/486849-Discover-Card-Issues

We will see when the other issues above could also be resolved.

[Vyrzain]

/sigh

[Vyrzain]

/sigh

[Vyrzain]

There is an update about the issues with European payments being fix though.

DDO Store and European payments – Temporary Notice
https://www.ddo.com/forums/showthread.php/487346-DDO-Store-and-European-payments-%E2%80%93-Temporary-Notice#post5997133

[Vyrzain]

Now it seems that others are again having the issue of losing V.I.P.

https://www.ddo.com/forums/showthread.php/488518-What-the-Heck

As stated above…..

SO many Store / Account issues…. Was Xsolla the correct partner for DDO?
Seems Xsolla is just causing a loss of money and customer satisfaction : (

[Mindos]

Now it seems that others are again having the issue of losing V.I.P.

https://www.ddo.com/forums/showthread.php/488518-What-the-Heck

As stated above…..

SO many Store / Account issues…. Was Xsolla the correct partner for DDO?
Seems Xsolla is just causing a loss of money and customer satisfaction : (

I am sorry you are having such difficulty with this. Quite frankly this is rediquolous. I can't believe that this NEW company SSG, would allow this to happen, and if it's out of theire control, that they would ALLOW all this NEGATIVE news. IMHO they should be proactive and POST on this issue, and DIRECTLY publicly respond to EACH AND EVERY forum complaint.

Or, they could just turtle up, and wonder why they failed...

Once again, Im sorry this is happening to you, I hope it gets fixed soon.

[Vyrzain]

More similar issues or issues with the Store.
These seem to be happening more and more of late : (


Cancelled sub, still got billed.
https://www.ddo.com/forums/showthread.php/488637-Cancelled-sub-still-got-billed


Premium Account changed to Free Account
https://www.ddo.com/forums/showthread.php/487765-Premium-Account-changed-to-Free-Account


Already have account can I buy MotUD pack in DDO market
https://www.ddo.com/forums/showthread.php/416497-Already-have-account-can-I-buy-MotUD-pack-in-DDO-market


Disposable digital good has already bought
https://www.ddo.com/forums/showthread.php/488712-Disposable-digital-good-has-already-bought

[Vyrzain]

After 20 days without a reply to requests asking for help <tickets, PM’s, posts, E-mails> then 11 weeks waiting for a resolution; the other day SSG addressed this issue.
I still question why I should remain V.I.P. though and the time it took to address this and the continuing posts I am reading, some more listed below, about similar issues with the Store and their Support is discouraging.

Where is t he additional monitoring to look into TR cache? I lost all my gear!
https://www.ddo.com/forums/showthread.php/488776-Where-is-t-he-additional-monitoring-to-look-into-TR-cache-I-lost-all-my-gear!/page6

Improve my character? Why?
https://www.ddo.com/forums/showthread.php/488875-Improve-my-character-Why

For Customer Service: Can you end the wall of silence?
https://www.ddo.com/forums/showthread.php/486982-For-Customer-Service-Can-you-end-the-wall-of-silence

No response to ticket
https://www.ddo.com/forums/showthread.php/488833-No-response-to-ticket

cant open store window
https://www.ddo.com/forums/showthread.php/487921-cant-open-store-window

[Vyrzain]

OMG… WHAT IS WRONG WITH SSG?????

AGAIN, I cannot log into my V.I.P. Account!

I DO NOT have time for this now as all I wanted to do was log into Game before Work and check the AH.

SSG needs to fix their provider and their service.

I will write more when I have the time.

Right now I am SO upset with SSG!

Please have this issue addressed BEFORE the weekend this time.

Also because I do NOT want to wait another 20+ days for my Ticket to be responded to I will PM Cordovan and CS_Alkaid hoping that is a better way at support.

I may even PM Lynnabel because at least she seems to care; as a shot in the dark that at least she will read said PM and pass the request for help along.

[Gleep_Wurp]

Subscription Cancellation __WHY????

May 19, 2017 5:09 PM I got my VIP Monthly Bonus.

May 20, 2017 3:01 AM I see Subscription cancellation.

My Credit Card info is correct and has been working for over a Year now.
Last Subscription renewal Feb 20, 2017 3:30 AM and before that Nov 20, 2016 2:02 AM.. etc….

BUT when I go to Subscriptions to manually renew I get the following Error….

1058: The transaction was declined. Please use a different card or contact your bank.

I call my Bank / Credit Card Provider… and there is nothing wrong on their end and they told me that NO charges would be declined nor are there any Red Flags to halt / stop a transaction.

On https://myaccount.turbine.com/home.php
My account has a Signup date of 2009 but is now listed as Premium: (


I NEVER did this Cancellation and it took me a LONG time, on a Saturday, just to get to the web based Account info. As we all know the DDO Store does NOT work in-game any more… grrrrr… and the Store browser would not open on the Character select screen. Since my Account is now Premium all the Game would do is allow me pick 9 of the 15 Characters on my Account.

I DID NOT want to do this in fear of screwing something up more on my Account.
PLUS the Character I need / want to play is Free to V.I.P. but not to Premium’s.

As a work around I went to a different server and made a Character. Then once in-game fully, I as able to open the DDO Store browser to provide the above info.


But now I am stuck!

I Submitted a request ticket for help but we all know how the service is lately… sigh.
Plus I still do not have confirmation that the Ticket even hit their severs or that it was sent. In the past with Turbine Customer Service I would at least get an E-mail back.

I want to play DDO but am afraid if I changed something on my account I could case permanent damage.

So my questions…

As Premium now, is it correct that I will NOT have access to all the Quests I had as V.I.P.?

Will I still be able to enter a Quest on elite?

If I pick only the Character I want to play are the others still there and will return, with all their stuff, once this issue is fixed and I am V.I.P. again?

Am I correct in thinking that even though I just accessed my Drow, Half-Elf, Shadar-kai, Druid and Artificer last night that if I am not V.I.P. I will not have access to these today as Premium?

I have been reading postes on the Forums that Tickets are being canceled because the GM can only help you if you are on-line when he / she is. So in my case should I stay logged in on that new character I made to access the DDO Store even though it is not something I play?

Do you think GM be able to reset my Daily Dice timers because I normally roll these before work, before 10am and it is getting late; I do not want to miss out on this.

How do you travel between Eberron and the Forgotten Realms without logging out then back into that different Realm?

Can you deposit platinum into the Shared Bank without being V.I.P.?





ALSO…
support.turbine.com
Gives an "Oops. The page you were looking for doesn't exist." Error when you click on the links inside the below posts.
https://www.ddo.com/forums/showthread.php/481717-Standing-Stone-Games-Customer-Service
AND
https://www.ddo.com/forums/showthread.php/481716-Standing-Stone-Games-Transition-FAQ
AND
https://www.ddo.com/forums/showthread.php/461536-Fraud-Prevention-FAQ

Standing Stone Games Customer Service maybe should change these links?

i wonder why the support page still says turbine.com? the swag at gencon was turbines also right? perhaps there is an issue with ssg independance.

[Vyrzain]

UPDATE….

The issue fixed itself late last night thus SSG was able to take my money.

Now I will just wait again to see just how long it takes SSG to reply to a Tickets and or PM’s with requests for help from a V.I.P.

With luck this time will not be another 20 days before even a “we are looking into the issue” E-mail is sent but we will see.

Again, as I stated above and others are reporting on these Forums; SSG support needs a lot work and I still question why I should continue to be V.I.P.

SSG is making me more upset and stressed then what fun I should be receiving paying for and playing their / our Game.

[Vyrzain]

UPDATE....

I receive a reply to my Ticket.

A 2 day response from Support is better then 20+ days when this issue happened the last time.

With luck this level of Support will continue.