Returning player cant use account

[coolphoton]

I took a break from DDO shortly after deep gnomes launched and decided to play the game again recently.
But I have discovered that I can not log into my account(this is a diferant account) that I had invested several $100 in.
It tells me the password is wrong.
So I change the password.
Still cant log in, same result.
I've done this 5 times now and submitted a ticket.

Can someone tell me how long it will take to get back to me? The last time I needed a ticket I called Turbine eventually, and that's not an option anymore.

[Gratan]

I am 45 days plus in waiting for a ticket responce oct 10th they did a server restart after that could not log in

[Smokabo]

Same issue here. Took a couple of years off because life got in the way and now I can log into the site but no amount of password changing helps. Even Reinstalling didn't do anything. Anyone got any ideas? Could it possibly be linked to the error message I get when trying to create a new account from the launcher? It says something about an expired security certificate.

[GhostPRT]

After taking several years off, I can't log in either! It says i don't have an active DDO sub... If it's F2P why i can't log in then?
This is ridiculous!

[Necrash]

I am trying to get back after several years gone. I understand if you could not keep my characters all 120kbit of it on your server but I am missing premium status purchases etc. when the history should be there. I cant log in the game doesnt even allow me to start from scratch and I know for a fact even if I spend moneys on new account you wont honor my previous purchases merge accounts anything soooo am i to just look away from DDO for ever?!?

[C-Dog]

It tells me the password is wrong.
So I change the password.

Yeah, no you didn't.

You can't change a password unless you know the old password, so not sure what you think you did - but you didn't change the password.

CS has always worked with people, especially Premium Accounts, to recover lost passwords/etc. You just have to be calm, polite, and reasonable.

(Btw - the "Ticket" system is very particular - if you don't do it ~just~ right, it fails. I'd recommend PM'ing CS instead.)

GL with that!

I am trying to get back after several years gone. I understand if you could not keep my characters all 120kbit of it on your server but I am missing premium status purchases etc.

Yeah, DDO doesn't delete old characters, or accounts.* I'm going to guess you're looking on the wrong server.

(* Occasionally, a Premium Account gets accidentally downgraded to F2P, locking out Premium features. CS will correct this quickly if you ask nicely.)

Try this - just after logging in, choose the "Transfer" option (you are not actually going to Transfer anything, just select it for now). This will show all your characters on all the diff servers. Log in to the server you wanted.

GL!

[EmperorJD]

Yeah, no you didn't.

You can't change a password unless you know the old password, so not sure what you think you did - but you didn't change the password.

CS has always worked with people, especially Premium Accounts, to recover lost passwords/etc. You just have to be calm, polite, and reasonable.

(Btw - the "Ticket" system is very particular - if you don't do it ~just~ right, it fails. I'd recommend PM'ing CS instead.)

GL with that!
...

(* Occasionally, a Premium Account gets accidentally downgraded to F2P, locking out Premium features. CS will correct this quickly if you ask nicely.)

Telling someone they did not do something without knowing more details doesn't help them. Any IT Person knows that sometimes account systems fail for other reasons. Personally I have seen or experienced multiple account issues, incorrect account linking, server-side caching issues, over-looked code where the new field store was not overwritten or maybe due to a file permission on the server. Transact fails do happen in any system with data stores. I am not saying this has happened here and I will concede that people error often when changing passwords, but I think it would be better to find out what they did and if they can provide screenshots of the steps they took before stating they didn't do something.

Also, one person in thread stated they were receiving a certificate error.
I would recommend, without knowing more:
1. Check your computer clock time is correct.
2. Change DNS settings.
3. Flush browser cache.
4. Try other browsers.
5. Verify you AV is not interfering.
6. Check for malware.
7. Verify that you are only experiencing this at their website.
- If all these have been done it might be certificate authority issues at the server side.


I agree their ticket system has issues. I can send screenshots of where it does not let me login even after requesting a new password. It is as if the token expires right after being sent. Yet, I can log in to game or forums just fine. If you try to follow the new account creation on the support site it will then tell you that one already exist for the email.

Is there some list of CS to PM or did you mean to PM only in game? Some CS in forum that I found have sigs that state will not answer PMs. They haven't responded, so I believe they are true to their word. In the tag it also said to tweet @DDOUnlimited, so I hope that works for me or someone else.

It seems that the occasional downgrade is happening more often! I have read 3 in same day. Is this automated? It is the automation failing? Or is there a new account person who is performing a flow-list incorrectly?

<strike>Taking 45 days to answer tickets as I am reading in this thread and elsewhere in forum is telling me that the support team is either no longer in effect or overwhelmed due to issues with the game.}</strike>

<strike>I am willing to try to give the CS a chance to correct my issues, before I cancel my purchases that I didn't get.}</strike>

My downgrade problem was fixed in less than 24 hours after contacting both through the help portal and twitter, not sure which method worked. Now I still need to make sure my new content is working.

[arcattaii]

I've been AFK for almost 5 years. I can log in game normally as usual.

But 3 friends of mine (2 of them are my classmates) cannot log in game. The client says their password is incorrect.

One of them can remember the e-mail address, and he followed the instructions from "forgot password" link, but he have not received the confirmation email yet.
The other two even forgot their registration email address!

Can someone help them please?