30005 and -2 for the last 3 or 4 months???

[PeterE]

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]

The system was unable to update your account at this time due to a system error; we apologize for the inconvenience. If this problem persists, or resulted in any issues in your account, please contact Turbine Customer Service. [err: -2]


Ok for the last 3 or 4 months I have been getting this **** when I try and buy VIP. How could they not of fixed a system error in 3 or 4 months?

Read all the stickys and tried all the suggestions none help.

I'm Aussie so working out the time to phone Turbine is hard and call would cost me like $1 a minute I think.

Really ****ed atm cause this so far has cost me about 2000 TP and the major restrictions on my account which mean I can't play most content or 7 of my characters.

I can only play 3 of my characters atm cause the 4th thats unlocked is a half elf and I don't own the race -_-

[donfilibuster]

Known problem when paying for vip, where buying points don't have that issue.
Account support is for payment problems. By ticket the response is relatively fast.

[AZgreentea]

Known problem when paying for vip, where buying points don't have that issue.
Account support is for payment problems. By ticket the response is relatively fast.

I think they also accept email communication. I cant find that link though. This is from Victorie's signature if you need it:

DDO Support Page / DDO Knowledge Base / Account Support / Tech Support / Community Support / In-Game Support / Paid Services
.. can now all be found HERE: http://www.turbine.com/support Click the "Support Center" tab, then "Submit a Ticket"

[daVoyd]

Just like donfilibuster said, if you have gone through the stickies like this one and need more help, you can contact the Account Management Team directly. How to contact them by phone or by web form is in my signature and, as AZgreentea pointed out, in Victorie's. They will be happy to help you!

[PeterE]

its not just when doing VIP either. Its also when i'm trying to add card to account as payment option as well, I tried it both ways.

Can't understand why they would have buying points possible with paypal but not VIP -_-

[donfilibuster]

its not just when doing VIP either. Its also when i'm trying to add card to account as payment option as well, I tried it both ways.

Can't understand why they would have buying points possible with paypal but not VIP -_-

Yes your card gets verified when trying to add it as well as when trying to pay.

As for why, the issue is a bit complex but has to do with direct card verifications being more strict than paypal processing.

The problem is precisely related to paypal, because paypal payments can be reversed and makes it not allowed for paying vip.
This not only in DDO, a number of online games with subscriptions disallow paypal on monthly memberships.
The payment can be reversed after you gain the benefit, as it is the case of fraud and stolen cards.
Points can only be used for store purchases so it is safer to deal with those regarding payment reverses.

But the side problem is cards are rejected under unclear circumstances, and the bank may deny knowing about it.
It is never clear if it is a bank issue until they review your transactions, for which you need an account support ticket.

What is clear is that DDO is not the only site with this problem, just the one that googlebot picks up the most.
(e.g. some google pages later there's intuit.com as a pay proc where card verification fails with 30005)
Don't really know what differs from other card processing but DDO reps just mention that there's strong verifications in place to protect the customer.
Someone somewhere suggested that there might be an issue where a recorded IP is attached to the card.

Also, it might be possible that verification issues would happen more often on cards outside the US.
Would be evidenced from the fact many of the affected players post that can't phone account support because it'd be long distance call.

[MeliCat]

Aussie here. Same problem.

In the past I have found email help not bad.

This time though they are just not getting my money for the points I was going to buy.

[PeterE]

Btw I put in support ticket on Friday still no reply.

[Autolycus]

I got this error when I went to update my cc info this past weekend. I was annoyed because I wanted to buy points. However, when I tried again, I noticed that although I still got the error, the cc info was different. So, I went in game to buy points, and it worked.

Even though I got this error, it apparently did update my info anyway.

[PeterE]

No reply to my support ticket after a week

[Victorie]

hey PeterE,

My little beholder buddy recommends that you check your email, for ones received on 5/26.

[PeterE]

hey PeterE,

My little beholder buddy recommends that you check your email, for ones received on 5/26.

It was on the 27/5 (Aussie here) and was a thing that was an auto message saying if you don't reply then we assume issue is fixed. I replied.

Myself I don't count an auto reply like that as an actual answer. Still waiting for actual help reply.

[Victorie]

PeterE, I recommend you reply again. My beholder buddy can't see your initial response. Be sure you don't change the subject.

The auto response clearly notes that it is an auto response. They allow us to get basic information to our players quickly, and do request that you respond if you still need help.

[PeterE]

PeterE, I recommend you reply again. My beholder buddy can't see your initial response. Be sure you don't change the subject.

The auto response clearly notes that it is an auto response. They allow us to get basic information to our players quickly, and do request that you respond if you still need help.

Ok heres the thing replying changes the subject lol it adds a RE: at the front of title so I have no idea if by saying don't change title that you mean make sure it doesn't add RE: or if you mean leave the RE: and don't change anything else.

I left the RE:

And my reply was sent literally a minute after the auto reply I got.

[donfilibuster]

Ok heres the thing replying changes the subject lol it adds a RE: at the front of title so I have no idea if by saying don't change title that you mean make sure it doesn't add RE: or if you mean leave the RE: and don't change anything else.

Think the RE doesn't affect the ticketing system.

[Global_Insaneo]

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]

The system was unable to update your account at this time due to a system error; we apologize for the inconvenience. If this problem persists, or resulted in any issues in your account, please contact Turbine Customer Service. [err: -2]


Ok for the last 3 or 4 months I have been getting this **** when I try and buy VIP. How could they not of fixed a system error in 3 or 4 months?

Read all the stickys and tried all the suggestions none help.

I'm Aussie so working out the time to phone Turbine is hard and call would cost me like $1 a minute I think.

Really ****ed atm cause this so far has cost me about 2000 TP and the major restrictions on my account which mean I can't play most content or 7 of my characters.

I can only play 3 of my characters atm cause the 4th thats unlocked is a half elf and I don't own the race -_-

Ive got a friend with exactly the same problem, (we are uk) i want to buy an account but im holding off untill he can get his fixed.

He has put in a ticket but just basicaly got put in the direction of the FAQ (which he had read before putting in a ticket) when he replied to say that the FAQ was of no help, now what else can be done and he has had no response? Do you not want our money or our custom??

[Maxson]

I've detailed a solution here:

http://forums.ddo.com/showthread.php?t=314658

It's a pain in the ass but it works....sort of, right now my payment has gone through but I've not been made a VIP...it worked in the past though.

[Victorie]

Turn around is a little slower than normal right now due to volume, but we are continuing to work through all the tickets in the order they are received. If you (or a friend) have submitted a ticket, it will be reviewed and an answer sent as soon as they get to it.

[Global_Insaneo]

Turn around is a little slower than normal right now due to volume, but we are continuing to work through all the tickets in the order they are received. If you (or a friend) have submitted a ticket, it will be reviewed and an answer sent as soon as they get to it.

He put a ticket in, got a generic response, asked for further assistance, Unfortunately got ignored. .

I really wanna get VIP in this game but the amount of effort my mate has had to put into trying to get his card working had put him off from trying. And that means it not worth me even trying with my card and going VIP without him.

His in game name is Gfdirty if you can sift through the tickets and find his amongst them and respond (was about 2 weeks ago he tried) and send him a response and you might just save yourselfs a couple of customers. (and very gratefull one in me )

Many thanks in advance.

[Victorie]

None of the tickets in the system at this time are more than 4 days old. If he hasn't heard back, please encourage him to check his spam filter. Sometimes a second email will get caught, even if the first one doesn't. If there's nothing there, please encourage him to reply to the automated response again.