Where is my VIP?

[Olddrairth]

Hi guys,
yesterday I've subscribed the VIP and I've created a WarForged, but today I've joined the Game and...I was "only" Premium. I'm sure, I paid because the money from my PostPay decreased...What happened?

[Olddrairth]

[b]ring
[u]p
[m]y
[p]ost

Some of my friends have the same problem...

[Victorie]

Generally, if you have upgraded to VIP and the next day you only have Premium status, it means that your payment was declined for some reason by the credit card company. Since Turbine hasn't received the payment, the VIP access is removed. You can check this by reviewing your card statement, as well as logging into the Account Management page.

If you have questions about this, please fee free to contact the Account Management department. Please do be aware that turn around times, especially for emails, are slow at the moment, due to the high volume we are currently experiencing.

[1eowon]

I upgraded (by phone) to VIP, account still says Premium and DDO has already received the money from my credit card (as I can view my credit card transactions online).... So I know you guys received your money, just you guys have not followed through with the VIP account upgrade!

Going to lose a lot of customers to this garbage... to many games out there to play to have these kinds of issues...

[Olddrairth]

Generally, if you have upgraded to VIP and the next day you only have Premium status, it means that your payment was declined for some reason by the credit card company. Since Turbine hasn't received the payment, the VIP access is removed. You can check this by reviewing your card statement, as well as logging into the Account Management page.

If you have questions about this, please fee free to contact the Account Management department. Please do be aware that turn around times, especially for emails, are slow at the moment, due to the high volume we are currently experiencing.

I've send a Ticket, however I have the bank statement which shows the payment made...

[Acellon]

I'm having a similar issue. My CC changed, I only renew every six months for six months, and I found out it was time to resubscribe. I updated my CC information and I'm still a premium player not a VIP. I contacted Turbine support, you guys are not quick to respond. What's the deal? I've been a subscriber for three years now, where's the love?

[kodashepard]

do u need to wait like 24 hours or something b4 the VIP starts? cuz i paid today and nothing happened

[Victorie]

There have been some updates made to the website. Simply updating a credit card no longer resumes a suspended subscription. You'll also need to click the "Get Unlimited Access" button.

I apologize, but we're not able to assist with specific account issues via the forums, including payment that show as processed but the account doesn't have VIP access. As noted here, we don't ask for account specific information via the forums as that wouldn't be secure. Please call or email the Account Management department for assistance. Please note that phone hold times have been fairly short recently. Email turn around is about 2 weeks, but we're working to improve that.

As far as bank and card statements go, please be sure that the statement shows that the payment has completely cleared. If the payment is simply on hold, then it is likely that we never received it.

Upgrading to VIP can take up to 24 hours to show in game (though it is generally faster) and almost always requires that you completely close and restart your game.