Problems with VIP upgrade

[Ridien]

I have recently treid to upgrade to VIP status, only I cannot.
I put in my card details (this time they stayed unlike about a month ago when the details reset) and clicked the "Get Unlimited Access" button.
The payment appeared to go through and I had VIP status and all the benefits that go with VIP status.
However less than 24 hours later my VIP status was suspended due to 'Non payment due to insufficient funds in account.'
However I know I have enough money in my account, in fact I have more than enough money in my account.
My two housemates are also having exactly the same problem, and we did use the same card for the payments.
We had problems setting up the third account, and had to get turbine to send us a free-to-play key via email.

How can I deal with this problem? Do I need to ring turbine customer services, or can I sort it out some other way?

[Victorie]

Hey Ridien,

I'm sorry you're experiencing this issue. We can't help with account specific issues via the forums (see this sticky for more information) so for a specific answer you'll need to contact the Account Management department. Links and info are in my signature.

However, I can provide some general information. Since VIP payments are always processed in the morning, regardless when you upgrade, that's why you had VIP access for a short period. It may be that your card company has declined the charges for some reason. Any sort of decline will show as a failed payment on the website. For specific information about why the payments were declined, I recommend you contact your card company (especially as the Account Management department won't be able to see this information).

[Ridien]

Spoke to the card company, and they said that they would have no reason to decline the transaction, and the money would have still been in the account in the morning after the upgrade.
I'll talk to the account management people now, I just wanted to see if the problem had been encountered before.

[Reykko]

I got the same problem here, but it didnt showed why my subscription was canceled X____x

[Victorie]

Reykko, sorry to hear you're having this problem. As I mentioned above:

We can't help with account specific issues via the forums (see this sticky for more information) so for a specific answer you'll need to contact the Account Management department. Links and info are in my signature.