Standing Stone Games Customer Service

[HouseofCastelle]

Wow 21 days for your resolution, think that is the fastest time yet. Good job. Any tips on what to bribe them with to respond to an issue?

If you read that sarcastic, note that I am still waiting for response/resolution since March, and have given up on SSG support doing anything, to include existing, despite my normally positive outlook on things.

I haven't figured out how to bribe them..
I did have two different support reps reply to me. So there must be more than one in existence..

[Akaranda]

I've had a ticket in for 11 days now about my MoTU code not going through because of the "You already own this" error, no response yet. Its both comforting and terrifying that customer service times are even longer for others.

[fjolnir]

I not liking this new company, i been playing for 10 and 1/2 years and have 2 accounts.. no phone number to call for real customer support just a stupid CS page that does not work... PLEASE HELP ME I AM TRYING TO GET INTO THE DDO STORE, I HAVE GOT SO MANY DDO COIN.. IF NOT I WILL CANCEL MY ACCOUNTS.. MY EMAIL IS *email address removed for privacy*

[Misty_Mtn_Marauder]

SSG should update the first entry of this thread for people looking to submit tickets. The current initial entry (from December 2016) only provides a now closed link to Turbine account maintenance.

I had to do a bit of digging in order follow the advice of an SSG employee to "contact account maintenance" from another thread, because no link was provided in the other thread, and because this thread has not been updated since the SSG website became the place to submit inquiries. I eventually found the following link, and my issue was easily resolved. However, finding this link was not so easy.

https://help.standingstonegames.com/...form_id=527468

[MarcusCleardawn]

The help log in is only necessary if you want to check on the status of your ticket, and uses a different account than your forum or game account. It's a unique system not tied into the game login.



Storm Horns quests are part of the Shadowfell Conspiracy expansion pack, and can be purchased from the DDO Market here. We apologize for the confusion.

No they can't. At least not according to your account services rep who emailed me and said that you don't recognize "ANY" third party retailers. I don't understand why you allow sites like DDO Market, Amazon, etc. to "offer for sale" the expansions when you say that you do not recognize any 3rd party retailers. I find it bizarre that these 3rd party retailers that you do not recognize or honor all have the same terms for the same products, but for whatever reason Standing Stone Games has decided not to honor those sales. You should protect your trademarks, goodwill, etc. and contact DDO Market, Amazon, Steam and other 3rd party retailers that you do not recognize and have them pull those products.

[wizbang00069]

Hello I would like to know how to contact standing stone games via phone as i can not get any help with a ticket i put in on Thursday Aug. 17 2017 regarding my account displaying inaccessible can anyone help me out please

[JOTMON]

Hello I would like to know how to contact standing stone games via phone as i can not get any help with a ticket i put in on Thursday Aug. 17 2017 regarding my account displaying inaccessible can anyone help me out please

They no longer have phone support.

[wizbang00069]

They no longer have phone support.

anyone know what the inaccessible message means ? I would like to know if it was caused from the update or if it means something else,

[wizbang00069]

Can anyone one tell me how I can get help on a ticket I have waited a week no reply to multiple inputs on my ticket

[JOTMON]

Can anyone one tell me how I can get help on a ticket I have waited a week no reply to multiple inputs on my ticket

try sending a PM to CS_ALKAID

[wizbang00069]

try sending a PM to CS_ALKAID

Thank you I will try

[darjir]

How can you send a PM to anyone here? No phone support?! Sounds like we are taking a step back. This error with codes already being used is insane. If I dont hear back from them by Monday 9/18/2017 I will reverse the charges and seriously consider dropping my VIP from 2 accounts and finding another game. Standing Stone Games help email is useless seeing as how it doesn't exist. Probably like their customer service department. More than 3 days on any issue regarding purchases is unprofessional and shoes that they have now concern for their CUSTOMERS.

[Zendrakkos]

Years ago my wife and I played this game together and used two seperate accounts. Now she no longer is my wife and subsequently no longer plays. Is there a way to merge her account with mine?

Thank you in advance for your help.

[Caoilfhion]

I have had two help requests in at the standing stones site now for in excess of 20 days and they haven't even been looked at despite my having had a VIP account since DDO started. I received an automated email to say they would be looking at them and that was it. While customer service was fairly ordinary under Turbine it was a hell of a lot better than it is now. As I live in Australia, I never see an in game GM and have not had a response from one whilst playing since the early days of DDO. I get the impression that standing stone games is not making anything like a real effort in Customer service at all while ramping up prices to extract as much money as possible, witness Ravenloft, Its very dissapointing as DDO with some graphics updates could be very competitive with other games out there.

[Wombatman42]

Sadly I'm late to this thread and am apparently out $50 for an Amazon purchase of Shadowfell Collector's edition. After a 4 year absence I jumped back into the game and was enjoying myself. Based on what I've read this was a terrible decision. This is their game and SSG is doing nothing to fix the situation? Not even contacting Amazon? Just awful (lack of) customer service.

[fjolnir]

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

I purchased the Barovia upgrade for my Templarr account, I followed the instructions and WILL NOT TAKE THE CODE GIVEN. ask for help in DDO game and never got anyone, you company sends me e:mail from a bot and never follows through... I feel I got ripped off on my $39.95 purchase...

[TitusOvid]

I purchased the Barovia upgrade for my Templarr account, I followed the instructions and WILL NOT TAKE THE CODE GIVEN. ask for help in DDO game and never got anyone, you company sends me e:mail from a bot and never follows through... I feel I got ripped off on my $39.95 purchase...

Open an ingame ticket. Doesn't mean you will have more luck but it is another possibility for contact.
If you write me a message here on the forum and describe in detail what is happening, I will try to help you out. You can open a thread too of course.
Another possibility is to log into discord http://discord.me/ddodiscord and ask the playerbase for help there.
I get more help from other players than CS.

Good luck.

[Diesel_Smurf]

Hey all!

Firstly, welcome to the next chapter of Dungeons and Dragons Online! If you have yet to read the official announcement, please read this first. We also have a general FAQ set up to answer any overall questions you may have about the new studio.

My name is Michelle, aka Alkaid, and I will be taking over as the Manager of Customer Service for Standing Stone Games. With that, I wanted to briefly address how Customer Service will operate going forward.

For now, you can still use support.turbine.com to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

As always, thank you for your patience, loyalty, and understanding. I look forward to seeing you in-game!

--

Update Feb 07, 2017: New Support Site!

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

Just one question

Why is there no Customer Support phone number to call?

[DemonLouie]

I don't know who I got permission locked with this. I just signed up, is it something to do with that?

[Bigdatt]

I have spent the better part of an hour trying to find a single email or phone number that I could contact at Standing Stone Games to report an issue with a purchase that did not get credited to my account.

Specifically, I purchased

Product SKU: DDOSharn_Standard_DR
Product Name: Dungeons & Dragons Online ®: Masterminds of Sharn™ - Standard Edition Qty Ordered: 1
Amount: $39.99
Shipment Tracking Numbers:

and received a confirmation code but did not get the expansion added to my account. Feeling cheated...