Alt account not granted premium on expansion redemption

[Taevon]

During the christmas sale I purchased MOTU and SFC for a fresh alt account. I applied the codes before making any characters as I wanted to have the tomes go to an iconic.

After applying all the codes and creating my character, I received all the items and points but the account is still flagged as a free account. I made a ticket on the help website as soon as it happened, but its been almost 2 months(!!) with the only reply saying someone from QA has reviewed the ticket 2 weeks ago. I've tried making a ticket in game on my main account, but they just send me to the website ticketing, and I obviously can't make a ticket on my alt account as its been flagged as free instead of premium. I couldn't even post here on the alt account.

I don't know what else to do. I've missed out on many runs during the ice games and the lack of communication has been frustrating for someone whos trying to support this game with my money.

[Annex]

I have an account with the same issue. Menace of the Underdark did not grant Premium status. Maybe Expansions no longer grant Premium status? Does anything still make an account Premium? Was Premium eliminated as an account type going forward? I do not recall any announcements on the subject.

[Krelar]

That's pretty awful. I had the same thing happen when I bought the expansions for my daughter's account. When I put in a web ticket and it was fixed after 10 days.

[DYWYPI]

You should personally contact: Stand Stones Games Customer Support via E-mail (use website) rather than in-game. Make sure you also get the SSG auto response e-mail in your inbox.

Mention that you purchased those DDO Expansions. Plus state your account has NOT been upgraded to "Premium", i.e. it still erroneously considers you as Free-to-Play!

It sounds like you contacted a different department (or selected the wrong dropdown option) because it should NOT take anything like a month.

It's a known bug that sometimes when the Expansions are purchased the Account fails to automatically upgrade to Premium status.

You have to manually tell SSG, if that occurs and they'll quickly upgrade it for you once they have been told, and have your details, etc.

[Fedora1]

Not saying you should "have" to do this, but if you wanted a quick resolution you could try spending a couple bucks in the DDO store which should upgrade your status immediately.

[C-Dog]

There are 2 problems w/ the "ticket" system - 1, it's very particular about how you answer the questions, and not all the questions/answers are intuitively obvious (esp when an account is currently tagged as "Free" but you know it should be "Premium", etc.), and 2) many tickets seem to be initially processed as "bugs" rather than a CS issue, so seem to be seen as non-time-critical.

PM CS_Alkaid on these boards. I had an issue of a Premium account that changed to Free, it got cleared up in a couple days, np. GL!

...you could try spending a couple bucks in the DDO store...

How do you think they got MotU and SC without spending money in the store?

[Fedora1]

How do you think they got MotU and SC without spending money in the store?

Most expansions are purchased from the DDO Market, aren't they?

[C-Dog]

Ah my bad -Store/Market - honestly can never keep them straight.

But when you said "...spending a couple bucks..." I immediately thought Market, since afaik that's the only place you can spend RL money. And since spending cash there might update the OP's status w/ CS - and that might have been a reasonable suggestion - if not for the obvious.

So I modify my question - how exactly does one spend RL money in the Store? And/or since he's (obviously, to you) bought those expansions in The Market... what does spending more money change?

[Fedora1]

So I modify my question - how exactly does one spend RL money in the Store?

Well first you open the DDO Store from in the game. Then you click on "DDO Points". Then you select the amount of points you would like to purchase with real money (aka credit/debit card).

And/or since he's (obviously, to you) bought those expansions in The Market... what does spending more money change?

Well it wasn't necessarily obvious, but I have never bought an expansion in the Store, only in the Market, and since he mentioned "entering a code" I assumed the purchase was from the Market, since a purchase from the Store would have automatically been applied to the logged-in account.

So I just a thought that perhaps a purchase from the Store, as opposed to the Market, may not be glitched and might have then properly upgraded him to Premium.

I hope that answers all your questions, it was just a suggestion, and not necessarily a good one, I was just trying to be helpful, not start a QA session defending what I originally stated was a "should not have to do" idea.

[C-Dog]

Well first you open the DDO Store from in the game. Then you click on "DDO Points"...

Huh...

Never done that, never noticed that link in header, always gone thru Market for points. Live and learn!

[Fluke]

Just put MOTU expansion on a F2P account and its still flagged as free. Received all my points and goodies and the DDO store on the F2P account shows my expansion date and that its applied but no premium status anybody ever get this fixed with out waiting for costumer service?

[C-Dog]

anybody ever get this fixed with out waiting for costumer service?

Yes - if it doesn't happen, DON'T "wait for customer service"! Contact CS via PM or e-mail, 100%. They should fix things right away.

[Cordovan]

Closing this thread as a /necro. For anyone who makes a purchase from the DDO Market and is not granted Premium Status, please contact Account Support here: https://help.standingstonegames.com/...s/requests/new