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EVE New Citizens Q&A

 
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upgrading account not working

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AnonPyrate Aishai
Pyratez Inc.
#1 - 2016-05-08 11:44:21 UTC
try'd to upgrade my account today for 1 month subscription, put all my info in and errored out when I made the payment. But yet their system still took the money from my card and didn't get the 1 month subscription. Is there some thing wrong with their payment system? I have the feeling that my support ticket wont get any attention for a very long time either over this issue.
and mean while I'm out the money I paid for the subscription that I didn't get.
ergherhdfgh
Imperial Academy
Amarr Empire
#2 - 2016-05-08 12:21:34 UTC  |  Edited by: ergherhdfgh
AnonPyrate Aishai wrote:
I have the feeling that my support ticket wont get any attention for a very long time either over this issue.

So you came here first? File a ticket over this it is the only way that it will get handled. I've never had an issue with the payment system before but that does not mean that you aren't. However filing a ticket is the only way to handle the situation and the longer you wait to file it the longer it will be before they get to it as they can't fix a problem that they have not be notified about.

The only people that you will typically run into here on the forums is players and ISD which are volunteer players. Devs or GMs posting here is very rare.

I do have one question however. How did you determine that it did not go through? Are you not able to log into the game? The reason that I ask is that many players claim that something when wrong with the upgrade because when they look at certain skills in game it still says "not trainable on trial accounts" and they think that means their account is still a trial. Everyone sees that in the description. I've been playing the game for 7 years and I see that in the description.

Want to talk? Join Cara's channel in game: House Forelli
highonpop
KarmaFleet
Goonswarm Federation
#3 - 2016-05-09 19:45:55 UTC
If you are having a critical game issue, are stuck, or having a payment issue they respond right away. Use the ticket system and file the ticket properly and you will get a very fast response if you have a legit problem

FC, what do?
AnonPyrate Aishai
Pyratez Inc.
#4 - 2016-05-12 16:08:49 UTC
highonpop wrote:
If you are having a critical game issue, are stuck, or having a payment issue they respond right away. Use the ticket system and file the ticket properly and you will get a very fast response if you have a legit problem


no they haven't responded at all to my ticket and as I said I had a feeling that they wouldn't.
AnonPyrate Aishai
Pyratez Inc.
#5 - 2016-05-12 16:10:30 UTC  |  Edited by: AnonPyrate Aishai
ergherhdfgh wrote:
AnonPyrate Aishai wrote:
I have the feeling that my support ticket wont get any attention for a very long time either over this issue.

So you came here first? File a ticket over this it is the only way that it will get handled. I've never had an issue with the payment system before but that does not mean that you aren't. However filing a ticket is the only way to handle the situation and the longer you wait to file it the longer it will be before they get to it as they can't fix a problem that they have not be notified about.

The only people that you will typically run into here on the forums is players and ISD which are volunteer players. Devs or GMs posting here is very rare.

I do have one question however. How did you determine that it did not go through? Are you not able to log into the game? The reason that I ask is that many players claim that something when wrong with the upgrade because when they look at certain skills in game it still says "not trainable on trial accounts" and they think that means their account is still a trial. Everyone sees that in the description. I've been playing the game for 7 years and I see that in the description.




it said that there was an error in the transaction but yet still took the money from my card and I didn't get the subscription.
you really need to learn to read what was said and not assume any thing.
Tau Cabalander
Retirement Retreat
Working Stiffs
#6 - 2016-05-12 16:14:26 UTC
Sorry, but nobody here can help you.

A billing petition is the only course of action.

Make sure to check the account status on the front page of the account management site.
https://secure.eveonline.com/
ISD Gallifreyan
ISD Community Communications Liaisons
ISD Alliance
#7 - 2016-05-12 19:10:59 UTC  |  Edited by: ISD Gallifreyan
I am sorry you have experienced an error in upgrading your account.
I assure you this is not common and will be investigated with all due diligence if you have correctly filed your Support ticket.

Having worked in Online Credit card Processing Tech Support I understand your frustration at not getting what you have paid for.
I will also share with you that there are many possible reasons for the transaction to have an error resulting in your account being debited and the Service provider not receiving the funds.
I encourage you to follow up with your credit card provider to have them follow up on their side to investigate a resolution for this glitch.

The GM's who are working on billing tickets do not look at the forums.

I have locked your thread for Forum Rule Violations.
Quote:
16. Posting about bugs and exploits is prohibited.

Bugs and exploits should be reported through the proper channels. Bugs should be brought to the attention of CCP by filing a bug report for our Quality Assurance department. More information on filing bug reports can be found here. Discussions about unverified issues in game can cause unnecessary panic in the community. When there is an issue that the EVE Online community needs to be aware of, it will be communicated via an official statement from CCP after thorough investigation.

32. Rumor mongering is prohibited.

Rumor threads and posts which are based off no actual solid information and are designed to either troll or annoy other users will be locked and removed. These kinds of threads and posts are detrimental to the wellbeing and spirit of the EVE Online Community, and can create undue panic among forum users, as well as adding to the workload of our moderators.

I will leave this as a Warning.
I hope you get a prompt Billing Issue Resolution.

ISD Gallifreyan

Lt. Commander

Community Communication Liaisons (CCL)

Interstellar Services Department