Why does Turbine not respond?

[sebgoat]

I decided to start playing DDO again after a couple of months not being online and when I went to login, I found that when I entered my password, it said that it was incorrect. I know that it was the password I would have normally used to login with, but it says it was incorrect every time I tried again. I went on the http://myaccount.turbine.com/ website and I tried asking for my username in hope it would also tell me my password in the email aswell as trying the 'Forgotten my password', but I never received an email from turbine at all.

Anyone have any ideas which would explain any of this? And what should I do next?

Thanks in advance!

[sebastianosmith]

I went on the http://myaccount.turbine.com/ website and I tried asking for my username in hope it would also tell me my password in the email aswell as trying the 'Forgotten my password', but I never received an email from turbine at all.

When first I singed up I foolishly provided my ISP e-mail address instead of my GMail address. Even though I have subsequently changed it to my GMail account, all correspondence from Turbine with the exception of forum and store messages still go to that old e-mail address. Did you do something similar? It never hurts to check.

Best of luck and I hope you get this resolved.

[Krelar]

How long has it been since you made the request? I'm not sure what the turn around time is. (although I'd think it would be fairly quick)

My guess would be you signed up for the account using a different email address. You have to make the request using the same email as is on the account.

[Mirthgar]

I decided to start playing DDO again after a couple of months not being online and when I went to login, I found that when I entered my password, it said that it was incorrect. I know that it was the password I would have normally used to login with, but it says it was incorrect every time I tried again. I went on the http://myaccount.turbine.com/ website and I tried asking for my username in hope it would also tell me my password in the email aswell as trying the 'Forgotten my password', but I never received an email from turbine at all.

Anyone have any ideas which would explain any of this? And what should I do next?

Thanks in advance!

The above two replies are valid regarding email addresses etc but also you want to make sure you've logged into your email providers website directly. Quite often they flag messages sent via 'noreply@turbine.com' as spam/junk mail and they don't let external email programs like Outlook, Microsoft mail, Thunderbird etc) or cell phones download or view messages they marked this way.

Logging into their website directly to check your mail should allow you to both check junk mail/spam folders and add @turbine.com addresses to your addressbook/contacts list and 'safe senders' lists (if your email provides such a list).

Edit: I've also moved this over to the Account Support forums which is more appropriate for this issue. There's a sticky for 'how to contact support' in this section that can help.

[sebgoat]

I have tried adding it to my 'address book' and 'safe senders' and then requested another email to be sent to my email address but nothing has turned up yet.

How long would it normally take to be sent and received?
Do you think my account could have been hacked into and had the address changed?

[Mirthgar]

I have tried adding it to my 'address book' and 'safe senders' and then requested another email to be sent to my email address but nothing has turned up yet.

How long would it normally take to be sent and received?
Do you think my account could have been hacked into and had the address changed?

Turn around for the message to be sent can vary but usually its fairly quick, and if you haven't yet I'd recommend putting in a support request with the Account/Store support team who can better help with things like this.

[Missing_Minds]

Do you think my account could have been hacked into and had the address changed?

Yes.

And yes, I speak from personal experience with this. My wife's account. But in her case, login information did not change.

If you ever used a CC with them to setup your account, call Turbine directly. Be patient with them as their phone support people aren't the ones at fault.

[sebgoat]

Turn around for the message to be sent can vary but usually its fairly quick, and if you haven't yet I'd recommend putting in a support request with the Account/Store support team who can better help with things like this.

Would I put a request type in for 'hacked/stolen account report' or 'Password/Username Management' or what?

[daVoyd]

For now, I'd put in the ticket as 'Password/Username Management' and the Account Management team can update the ticket if it needs to be.

[sebgoat]

I have now sent a ticket to Turbine.
How long should I expect they will take to reply?