Still can’t access my account :(

[Zzpxpzz2]

Zzpxpzz2, any update? I still haven't heard anything. I really feel that my beloved account is gone forever and it is breaking my heart.

Still nothing yet. My account better not be gone forever, there is no way I would ever come back to the game to start fresh on a new account. Not to mention I am STILL being billed for VIP on my account.

My main is already done all its heroic past lives, racial past lives, and is about 3/4ths done my epic and iconic past lives. And all the gear and crafting etc that you would expect to come with having that many lives done.

[Hobgoblin]

does ssg realize how bad this looks?


to me that tells me its one of 2 things:

either ssg is incompetent

or they banned zzpx and dont want to admit it to anyone including him!

[Inanout]

does ssg realize how bad this looks?


to me that tells me its one of 2 things:

either ssg is incompetent

or they banned zzpx and dont want to admit it to anyone including him!

If they banned him and still take VIP, would that be theft?

Just tell them the accounts are gone at least if that is the case.

[cdbd3rd]

Holy expletive.

There is absolutely nothing I can say about this situation that wouldn't draw Frax.

[AnnoyedElder]

At least I'm not alone. I received an email at work that my LOTRO Character had been transferred to another server. I haven't played it in years. I submitted a ticket on Jun 6th.

I started playing DDO in beta, I'm currently being charged for VIP and have spent a ungodly amount of money on this game on multiple accounts (I'm better off not doing the math). I include that info to look for commonality in the hacked accounts. After reading this I'm going to have to go back to my ticket and remove expletives, if I can .

[AnnoyedElder]

At least I'm not alone. I received an email at work that my LOTRO Character had been transferred to another server. I haven't played it in years. I submitted a ticket on Jun 6th.

I started playing DDO in beta, I'm currently being charged for VIP and have spent a ungodly amount of money on this game on multiple accounts (I'm better off not doing the math). I include that info to look for commonality in the hacked accounts. After reading this I'm going to have to go back to my ticket and remove expletives, if I can .

Ticket number 171729

[Luthor_Darkhammer]

My take on SSG is they just don't care about their players who keep them in business. Most responses seem to be a brush off hoping you will forget about it. I personally have never had such an experience with them, but I have read many threads similar to this one. This is why when I make purchases, I don't save card info so they can't continue billing me if my account gets locked or compromised.
It is a bad business practice to ignore those who pay your wages. Eventually it will catch up to them and ruin their integrity. I wonder how many new potential players come here and read how bad it can be and just decide not to play.

[AnnoyedElder]

"My take on SSG is they just don't care about their players who keep them in business."

Regardless of their intent, this is the result. I wish this was the only incredibly poor interaction I have had with them.

[Duk]

It's been a few years since I've played DDO. I have also played LOTRO for several years and have purchased content from the store in both games. Recently my grandkids asked me to DM a pen-and-paper D&D campaign for them. I haven't played table top D&D since the 80s and have been studying. I figured I'd check out DDO again for, perhaps, a bit of inspiration. Nope, no luck.

So, install DDO and go for the log in. I get the "No subscription for DDO found". I also have LOTRO still installed so I attempted to log in there. No problems at all there. So I try DDO again. Still the same no subscription message found. Obviously, I have an account. I can log into LOTRO and even post into the DDO forums with the same account, but no DDO. Time to submit a request on the help page...

Looking through the links on the help page, one link stands out:

I CAN'T LOGIN TO THE GAME THROUGH STEAM. I GET THE "NO SUBSCRIPTION TO DDO FOUND" OR "NO SUBSCRIPTION TO LOTRO FOUND".

I click it...

If you are trying to log into the game through Steam, you must first create a game account. You do not use your Steam credentials to log into DDO or LOTRO.

You can create a game account here for DDO and here for LOTRO.

Once you've created your account, just log in with your credentials.

Did you have an account in the past?

Sure enough, I already have an account that even has paid content.

If so, you'll need to make sure that your old LOTRO/DDO account had a subscription for the game that you're trying to play. For example, if you played LOTRO in the past and are now trying to log into DDO with your old LOTRO credentials, you may receive the 'No subscription to DDO found' message. We recommend creating a new account for the game that you're trying to play.

Creating a new account is an unacceptable option because I would then lose my purchased content. I wouldn't have access to the stuff I bought on the old account. As I understand the LOTRO account and the DDO account are actually the same "Turbine" account. I can log into LOTRO just fine and I can, obviously, log into this forum for DDO (since I am posting with my account).

If you had a subscription for the game that you're trying to play and are receiving the 'No subscription' message, try logging into myaccount.standingstonegames.com with the same credentials that you're trying to log into the game with.

The username and/or password provided is incorrect. Please try again. Username and password are case sensitive.

Using the same log in information that I use to log into LOTRO and the DDO forum, when I attempt to log into myaccount.standingstonegames.com I am prompted with "Forbidden, Invalid authenticity token". No luck there. Double checked several times. After "resetting my password" I get the same error message, but I can log into LOTRO and the DDO forums with the new password without problem. DDO still gives the "No subscription for DDO found".

So I fill out the "Submit a request" form to submit a ticket to which I am responded with the prompt:

Request not yet submitted. Please check your email to verify and submit your request.

Tried this several times with the same result; INSANITY. (In fairness, I did get an automated email with a ticket number the following day)

So here I sit, with the rest of you, waiting for a response to my help ticket as well. I'm on my second day of waiting, but from reading through this thread, 3 months? Really?

My suggestion would be to begin escalating the issue. Granted this game is run by Standing Stones Games, but they do so under license from either Wizards of the Coast, and/or Hasbro. Start tweeting and emailing these parent companies stating how badly this looks to them. Get their attention. I have not yet investigated emails and tweet addresses, perhaps we can post that information with follow-up here. (that is if we don't get shut down or otherwise censored)

This is ridiculous. At this point, actually paying for a subscription does not look like a viable nor an intelligent option.

[Krelar]

As I understand the LOTRO account and the DDO account are actually the same "Turbine" account. I can log into LOTRO just fine and I can, obviously, log into this forum for DDO (since I am posting with my account).

This is actually generally not true. Most of the time LOTRO and DDO will have to separate logins. There was was time back in ~2009 when you could put in a ticket request to have both accounts use the same login, but it was not done by default, you had to request it (and it only worked if one of the accounts was new, you couldn't merge two existing accounts.)

Also I notice that it has you marked as a "guest" when posting here. My guess is that it recognizes that you have a LOTRO account, and is letting you log in and post here with that.

Most likely what has happened is that you have forgotten what your DDO login credentials are. I *think* support can still help you, but it's different, and probably more difficult.

[Duk]

Thank you for your response Krelar,
Looking at my (Turbine) account page, it does only show the LOTRO information. Perhaps the DDO isn't attached to that account after all. My email address would be the same for both LOTRO and DDO accounts would it not? I even attempted to "Create a new DDO account" using my email address and it errors out saying something to the effect that email is already in use. Requesting a password change from the DDO page and it emails a link to change that password. Link followed and password changed. I can log into LOTRO and the DDO forum with the new password, but not DDO. I'm baffled, but I think you are correct. Somehow the DDO account is not linked to the Turbine account. Any ideas?

I will go ahead and try some of my old usernames (if I can remember them).

[Duk67]

Follow-up:

I went back and began trying some of the old user names that I used back then and actually found one that worked. Apparently, it is using the same email address because when I requested a password change using it, it reset the password for both my LOTRO and DDO accounts. The two accounts are at least partially linked with common emails and passwords, but the log in name is specific to the game. If I request a password change on one, it changes the password for both game accounts.

Again, very frustrating. A better solution would be to, since both accounts are obviously linked via email and common passwords, allow either log in name to work for both games.

Thanks again for your insight, Krelar. I can actually play DDO again.

[Zzpxpzz2]

I also want to clarify for people looking here, in general the support ticket wait times are not THIS long. There is an entirely separate team that handles account compromises vs the normal support ticket team and that is where the delay is.

My experience with how fast the support team got back to me after initially submitting my ticket was only 2 or 3 days or something not that extreme. Its just that the response I got was that my ticket was being forwarded to a dedicated team and I have been waiting since. More than 4 months now. Cordovan is reaching out for me again, hopefully I can at least get an update, maybe an expected wait or something. We will see how it turns out.

[MissingAccount]

More than 4 months now. Cordovan is reaching out for me again, hopefully I can at least get an update, maybe an expected wait or something. We will see how it turns out.

That is some good news, hopefully he sorts you out. If you get a chance can you raise with him that there are other people in this thread also waiting - not as long as you though . My ticket is "only" from the start of May...(Ticket 169204).

I think you are right, the problem is this dedicated support team that deals with stolen accounts.

[relmon]

That is some good news, hopefully he sorts you out. If you get a chance can you raise with him that there are other people in this thread also waiting - not as long as you though . My ticket is "only" from the start of May...(Ticket 169204).

I think you are right, the problem is this dedicated support team that deals with stolen accounts.

Their support is pretty much garbage. We waited for over 6 months on the LotRO side and are going on 5 months on the DDO side. When they found out my son was autistic, they quit communicating with him altogether on both sides. The BBB had nothing good to say about them. This seems to be typical for SSG. After spending hundreds on both games, my family would simply like to be able to log into their accounts.

[Zzpxpzz2]

Well, it looks like they are hiring a bunch more support staff, so hopefully that will help.

[AnnoyedElder]

A whole summer without access to my main account. I'm still waiting and paying for VIP on a account I cant sign in to. No way to make this right.

[MissingAccount]

HAve any of you guys heard anything? I got an message from Cordovan 3 weeks ago saying :

I will ping our customer service team. I know that verify/release work has been impacted by recent shortages in the customer service department.

But sadly not a peep since then. I really think it is looking less and less likely I am ever going to see my beloved characters again. I just can't get over the thought. I wish I had of disabled my computer when i went away - maybe take the hard disk with me or something. It's going to take me a long time to get over this. I have trouble sleeping at nights.

[TitusOvid]

Is it possible to get an answer from a person in charge, please?! Is there a person available at all or are there only empty seats?
Cordo forwarding this issues isn't enough and obviously not working.

Wake up CS!


Titus.

[relmon]

Over seven months now for a 30-second fix! We're just going to delete our four accounts, I think (myself, wife, two kids). It's sad to spend hundreds on a game and not be able to play it. There are too many good MMO options out there to worry about garbage like this.

I'm glad this thread exists. My son honestly thought that they didn't want him playing because of his autism. I showed him this thread and that it wasn't just him. I think he's a bit happier now. Thanks, folks.

As for SSG, we turned them in to the BBB as well. After putting so much money into the game and still not being allowed to play... That's unacceptable. Dozens of others are turning them in as well. No business should treat its customers this poorly.