Billing Website Errors, Updating Credit Cards, 30005

[Kambuk]

I'm having the same problem with my founder account, even tried calling them but got the recorded message saying press 1 for accounts etc that ignored any buttons i pushed and just went around in circles playing the message over and over.

So I get to pay for a call to a broken messaging system as well as not being able to play....

Kambuk

[orrby]

Called was on hold for 20 min. Spoke with someone. All fixed.

Thank you Turbine for all your help.

[Adrenya]

Home from work on payday and I try to re-up my account. It doesn't work because of the 30005 error, even though the other subscription on the same account worked with the same card, so I call support. They closed less than 10 minutes before I called of course. They will also be closed on Saturday and Sunday so I won't be able to call again until Monday. Problem is the $9.99/mo deal ends on Sunday.

Is there any way to get my account up and running in time for this deal, or am I out of luck because of an error that is on Turbine's side? My roommate (the other subscription) had to call on Wednesday and wait for 20 minutes to talk to an account management agent, and the agent said he would not have this problem again (30005) and that all of the information was correct, but here we are just 2 days later.

Very frustrated.

[Victorie]

If you submit a web inquiry (email) during the promotion, Account Support can honor that when they assist you, as they will have documentation that you attempted to take advantage of the deal while it was available. So if today is the last day for the deal, send an email now.

Please be sure to note that what price plan you wanted and explain why you're submitting a ticket. You can even call and mention that you sent in a ticket. Do be aware that Monday (and probably Tuesday) will have long hold times due to volume.

[skaltervox12]

Tried 3 credit cards....

Bought two online game cards that said were invalid.....

Tried a prepaid credit card.....

Sent three emails a week ago about both Credit card or game card issues...

Why Don't you want our money?

[Kakow]

Turbine, I've got the same "unable to update" issue as most of these folks. I live in the Philippines now and will not make a phone call I know will be put on hold for several dollars, I mean minutes. I have tried the web support email and am still waiting on a reply. Unfortunately, I think I'll never get that reply because the email on file is obsolete, and unsurprisingly, just like my billing info/payment method I am unable to update that either.

So. My account expires in 9 days. With no way of updating the information on file, my brother's credit card will be charged for a game he does not play. He paid for DDO as a gift for me, but I don't think he should be forced to continue paying a subscription to a game he already bought me.

I love this game. It's awesome sauce on a bun, but if you cannot fix the seemingly easy problem of allowing customers to update their payment information, I cannot recommend this company's products to any of my friends without warning them about the problematic online payment issues.

Please PM reply to my forum account as the email account on file is no longer valid.

[Victorie]

Email/web inquiry turn around is a bit slow right now due to high volume and the holidays. Turn around right now is about 1.5 weeks, and we're working to improve that.

As long as you included a current email when you submitted the web inquiry, we'll be able to respond to you, even if the email on file with the account is no longer usable. You can also change that email by logging into the Account Management website and clicking the Account Profile tab. Then update your email and save/submit.

I am sorry, we're not able to assist with account specific issues via the forums. Hold times mid week (Wed, Thu) are not usually that long - often they are less than 5 minutes, though I don't recommend calling at Noon Eastern when we open.

We also accept updated credit card details via fax. If you would like fax information you can request that by responding to the confirmation email, or PM me and I'm happy to provide it.

[Kakow]

Dear Turbine, I did attempt to update my email on My Account just as you said, and it still refuses to save/apply/update. I did check it after faxing the information as directed a few days ago. Someone there erased my brother's name and credit card number (which is good), but then did not input any of my information (???).

Sadly I will lose my subscription tomorrow (it's Friday afternoon here in the Philippines). I play a half-elf monk as my main character, so that means I lose my only level 20 character, which was my first capped character, and I just achieved cap last night. None of that of course has any bearing on the technical matter at hand, but it just feels like a kick in the teeth is all.

I responded to the email from Account Support saying that the bank didn't have the same mailing address on file, and I replied saying I thought that was impossible because the bank that issued the card mailed me a monthly statement to this Philippines address. That tells me that they updated my mailing address, so I don't know how else to convince Turbine that I am an fact who I say I am. I could send a photo, blood sample, hair snipping, or link you my Facebook site if that would help.

I'm really nonplussed as to how to keep paying you to play your fine product, because I've given you everything you've ever asked me for.

[Kyuusho]

To be honest, the web inquiry reply is just going to be a copy and paste answer from the stickies saying everything thing is our credit card problem >_> Atleast that's what I got, which is funny, because all the credit card i have works because I've tested it on other sites all fine.

I use multiples prepaid gift card, paypal, Visa Card, and MasterCard, all decline with their errors. Someone in-game recommend using American Express gift card, but honestly, I gave up on trying. I'm just waiting on some update about the issues.

Also, promoting your advertisement in our email and threads is pointless because, we cannot purchases it even if we wanted to. All that advertisement and winks is doing is throwing salt on an open wound, which is insulting mocking our problems.

[Victorie]

I'm happy to let you guys know that web inquiry/email turn around is down within 3-5 days at this time.

With credit card issues, you may receive very similar information as what is posted in the sticky. Most players don't visit the forums or read the stickies, so for many it is new information. If the initial email doesn't resolve your problem, please feel free to respond without changing the subject and explain what you've tried and what is happened, and include any and all error numbers and messages you receive. They will be happy to continue to try to work with you.

Our verification requirements are very strict in order to protect our players and card holders. Most players are able to update their credit cards without issue (and therefore have no reason to post here). However, for players affected by this issue, it can be an ongoing problem.

If you're able to call or fax your card information, generally Account Management can manually add the card for future billing, or at least process individual payments.

I mentioned promotions in response to inquiries from other players about specials and our ability to assist if they email during the special and we respond after.

[Kakow]

First off the bat, whoever you are Victorie, thanks for being the only person at Turbine who seems to genuinely give a **** about replying to our concerns as a customer base. After being in the field of customer service for more than 20 years, I can say it's not an enviable position to be the first person angry clients address. Reading back, I know many of your replies are cut and paste, but that's likely because many of the questions are cut and paste from thousands of complaints before. But at least you DO reply, unlike Account Support emailers.

My situation seems to be resolved. After the multiple attempts (after reading stickies, etc.) listed here on the forums failed, I told my guild leader about the situation and he said that it's possible that my ISP has been blacklisted. I don't know if that's true, but the simple fact is that I was completely unable to update my information (ANY, not even the stuff not money related, like my email for example) from here in the Philippines. I asked my brother to log into the account he started for me and change it to my credit card instead of his, and everything updated fine and I seem to be on track for continued VIP status after tomorrow.

I would hope that is not functioning as intended. It's functioning, but I should not have to ask someone living in America to update my own information. It's not right. Having to make an international phone call is not a good workaround either. I'm on a fixed income and playing "let's see how many dollars they keep me waiting on hold today" isn't what I'd like to see.

[Kyuusho]

Wow, that is quite interesting to know kakow, too bad I don't really trust my relatives in the states due to their past history nor will i get a friend from the states for security purposes. But honestly, the billing system needs more work on it since it seem to be localized which is causing most of the problems, and I'm just hoping for that day to come where no one is having the problem.

In the mean while, I'm going to use up the prepaid credit card on something else. Using my credit card directly to pay online is the last thing I want to do, but sometimes I have no choice ^^;

[Beazer]

* The system was unable to update your billing information. Please verify your billing information and try again later. If you continue to experience this error, you may wish to try another credit card or contact your issuing bank. To request further assistance, please visit support.turbine.com. [err: 30005]

Funny part is that I'm trying to upgrade to VIP with the credit card that is listed on my account that I have used multiple times for this account from this very same computer with the very same address. Nothing has changed... and the best part is that it has no problem taking the $1 hold on my account but I can't get VIP? Explain that. Oh well, off to another game that will actually take my money.

[Sefotron777]

I suddenly found myself unable to use either paypal or my debit card in the store (and only in the DDO store) since yesterday. So far Customer Services have suggested I try things my original email explained I had already done. Not a happy bunny at the moment.

[CheapToad1]

I live in the US and always have

All my info is correct yet I still get that error.

Eff them. Not even going to try anymore. Bye DDO and Turbine

Oh btw I tried 2 different cards they wouldn't take either

Time to uninstall

Come to think of it. I had taken a few months off from DDO about a year back. When I decided to come back over 6 months ago the same thing happened. So glad they have had this fixed.

[trash656]

I am trying to resubscribe my DDO account but i have entered new credit card info since it changed from last i played.

I get error [err: 30005] and that the system was unable to update my info.

I have checked very closely to make sure all info was entered properly.


Ok i need help i was able to upgrade my second account to VIP no problem. I cannot upgrade my founder account even though the billing info is the same. I get that error

i had the same problem and I fixed it. You got to phone up your credit card company and make sure they have the same postal code, name, and location on file. With me it kept giving me the 30005 error because my credit card company had the wrong postal code on file. I called them up and got them to put the right one in and the billing went through perfectly.

[Hemish]

i had the same problem and I fixed it. You got to phone up your credit card company and make sure they have the same postal code, name, and location on file. With me it kept giving me the 30005 error because my credit card company had the wrong postal code on file. I called them up and got them to put the right one in and the billing went through perfectly.

I called mine and everything is dandy, I use my card all the time everywhere else and I even used it multiple times here with Turbine yet I can't update my payment option since I moved since the last time I played.

I read the forum thread and the knowledge base article, called my credit card company and they're seeing all the authorized 1$ charges from Turbine for each time I tried (13 when I called, must be 15 now). So it's not just the credit card's fault.

Anyway, I sent a ticket, hope they can fix this if they want my money. Was trying to grab the limited 3 months for 30$ and the 32 points build and maybe the Favored Soul as well.

[ShimmeringHope]

* The system was unable to update your billing information. Please verify your billing information and try again later. If you continue to experience this error, you may wish to try another credit card or contact your issuing bank. To request further assistance, please visit support.turbine.com. [err: 30005]

Funny part is that I'm trying to upgrade to VIP with the credit card that is listed on my account that I have used multiple times for this account from this very same computer with the very same address. Nothing has changed... and the best part is that it has no problem taking the $1 hold on my account but I can't get VIP? Explain that. Oh well, off to another game that will actually take my money.

Exactly the same problem here. Would have been nice to know each time I tried to update my billing information that I was losing $1.

Not happy, back to console gaming for me I think.

[grotnicki]

Keeping the topic alive.

Yesterday i got my new MasterCard Paypass card, which is a CC-like debit card (Card number is convex*).
Tried to add my Card to the system but it didn't work. Checked every possible combination of billing address and such with no result. Well almost no result. Got the "1$" pending payment 7 times. (well it's more then 7$ due to currency, it's a bit more).

I read this topic and it looks like there may be something with account creation time, well my account is a fresh one. (3 months old)

Also i found a problem with state/region when i choose Poland (where i live). First time filling the country the state/region only gives option of "UKNOWN / NOT APPLICABLE", but after trying to confirm information and getting an error it gives me options. Well those options are bit odd, as most propably those are old polish voivodeships (polish administrative subdivision), well the'ye outdated like 13 years (wiki: http://en.wikipedia.org/wiki/Voivode...hips_1975-1998)

It looks like the whole payment system is a bit messed up.

Oh yeah and write me to the "Paypal wanters" list...

*using google translator, don't know if it's the right word.

[Victorie]

These errors previously occurred and continue to occur for valid reasons.

I can confirm that those $1.00 are simply authorization holds, and should be released within a few days (the length of the hold depends on your bank/card company).

I've passed along the feedback about the regions in Poland available on our website. I've also passed along the interest in PayPal as a method to pay for subscription fees.

You may find some useful information in this sticky. If not, please contact our Account Management department and they are happy to assist.