You cancelled my subscription without notice, and I can't get help online or phone?

[Greyfire]

I played DDO on 10/08/2017 just fine. A few days ago I logged in to see if the new Halloween content had dropped. Now I go to login in today, Friday 10/13/2017, and after login it says I have to delete my characters. I've been a subscriber for many years and I'm on auto-renew. I've received no emails to indicate there was a problem with my account. All of your online help says to login to the game to contact you but to login I have to choose to delete my characters.

This is not a helpful method of getting support.

I'll take suggestions as to what to do, short of contact my credit card company to contest any charges made by Standing Stones. My sub was successfully transferred after Standing Stone took over and the 4/13 charge was successful. I renew automatically every 6 months with a card that has not expired, so there should be a successful charge by now. My sub should still be good.

I've checked the forums and I do not see anything about server issues or account problems. This (and Facebook) are my last resort. Help!

[Enoach]

You are not choosing to delete characters, you are choosing which characters will be active based on the number of available character slots you have outside of VIP.

Once you make that selection you should be able to visit your account and check your payment option to make sure the payment method on file is up to date.

[Vyrzain]

Are you using Discover as the Credit Card?

If so, there have been MANY issues with SSG and that Card… sigh
< you can do a forum search if needed>

Next, what I did was to go to different Sever and make any random character.
Then enter that world and check your account.
Like you I did not want to risk any chance of my main charters getting missed up over SSG issue : (

[Greyfire]

You are not choosing to delete characters, you are choosing which characters will be active ...

Thanks for pointing that out. I was just surprised to be getting any message about my VIP account like that without an emails to indicate there was a problem. I'll admit to letting my emotions get out of hand and appreciate your helping me to slow down, take a breath, and just read calmly. I'm hoping their support can explain what happened so I'll be able to play this weekend.

[Greyfire]

Are you using Discover as the Credit Card?

No, afraid that's not a piece of the puzzle. But I've heard of all kinds of retailers, especially at cons, having issues with Discover.

I like your suggestion about using another server to access my account. I'm hoping to get this cleared up soon.

Thanks again to you and Enoach for your help! I do appreciate it.

[Greyfire]

After reading many more posts it seems like this is a kinda common experience that many are having. Hopefully I'll hear back from support faster than some have posted about. Really was looking forward to playing this weekend.

[PsychoBlonde]

When was the last time you added more time to your subscription? If it expires, it's going to revert to premium and you lose access to your VIP stuff.

[Hobgoblin]

When was the last time you added more time to your subscription? If it expires, it's going to revert to premium and you lose access to your VIP stuff.

he said it was on auto renew - 6 month package

[Greyfire]

he said it was on auto renew - 6 month package

I was setup for auto-renew but that didn't happen. Standing Stones did reply back the next day from the request I posted to https://help.standingstonegames.com/hc/en-us/. From the DDO.com site I didn't find that easily. From the forums and the Facebook page it was easy to find, but I didn't think to look on Facebook for a help request page. I only looked at (from DDO.com) My Account and Manage Subscriptions. That seemed the correct place to manage my subs, and it was where I always went before to extend it.

The support person couldn't tell me why the auto-renew did not occur. The suggestion was to just buy for a new one from the DDO store. When I was able to get to the store (from the game and then back to the web), my credit card was still on file. I did not add a new one. I just selected a subscription type and click buy, and it went through. Oddly enough there was an error message reported after the transaction: "It's not you, it's us... contact customer support, error code 1000-0004". But my sub now shows the correct expiration date, I received the correct emails, and my bank reports the correct amount paid. So it wasn't a problem with my card or bank. While the whole thing is weird the end result was I could play on Sunday with my friends.

The support person could not explain why the auto-renew did not occur or what error 1000-004 meant. The support person forwarded all this to someone to look at. This new sub says it has an auto-renew but I guess I'll find out later. Maybe something in this post will help others find a quicker solution.

So my story has a happy ending, at least. Hopefully the rest of the forum postings will end up with solutions and not cancelled subs.

Thanks to all for their suggestions and have a Happy Halloween!

[ZMX]

I do hope they fix it, Becasue just like you guys i have been playing since 2011 no issues till today and i even saw my auto Renew for last month and put it on a Support ticket, I have yet ot get a Reply....

[SimpleCords]

Just a lonely bump coming thru, never mind me.