Account Upgrade Issues

[Sacha_the_Great]

Hello there,

I upgraded from free to a 14.99.month plan but it does not seem to be working.

When I checked my email it says:

You have successfully upgraded your DUNGEONS & DRAGONS ONLINE(tm): Stormreach(tm) subscription.

I thought the product I purchased was for Eberron Unlimited and the image on my Turbine account is for Eberron.

Anyone know what is going on here? Is there a different place I need to go to buy a Eberron account as opposed to a Stormreach account? I cannot find an option for Eberron versus Stormreach anywhere in Turbine so I assume I bought the right product but maybe I bought a Stormreach account.

Any help is appreciated.

Thanks,
Sacha

[NorthernMonkey]

Not an answer unfortunately but I upgraded to the three month subscription on 24/10 and my in-game account is still flagged as 'Premium'.

I can't get into any of the 'paid-for' instances online...

[Victorie]

Sacha, for purposes of subscriptions, Eberron = Stormreach on the Turbine servers. Eberron is the latest release, including Mod 9 and free play. Stormreach is what we called the game previously, when everyone had to subscribe in order to play. If you received that confirmation email then you're all set.

NorthernMonkey, generally if this happens then the subscription payment didn't process for some reason, or the upgrade didn't complete. I recommend logging into the Account Management page and checking the status of your account again. Please do note that updates made on the Account Mangement page can take up to 24 hours to fully show in game, and do generally require a full restart of the game client. If it has been more than 24 hours, and the Account Management page does show that you should have upgraded access, then please contact the Account Management department. If the payment doesn't process more than twice, please also contact the Account Management department.

[NorthernMonkey]

Ok I got a resolution - where is the nearest wall I can bang my head against for being so stoooopid!

I didn't realise that the name that you use to log in to DDO online MUST be the same as your account name for payment. I had a different account name which I applied the subscription payment to, and of course it just sat there because I never logged in to the game with that name!

After a brief chat with a lovely lady in Customer Services the issue was sorted out. She recreated my account using my DDO name, and a few minutes later I was enjoying the VIP content...

[Victorie]

I'm sure you're not the first to make that mistake. Glad to know you're all set now!