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Paid account stuck for 11 days now! (request 286547)

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Xexelento
Iskshire Hathaway
#1 - 2016-11-22 23:17:18 UTC
Remade post, because the other was deleted. I hope I have fixed the parts and that the post is now OK.:

Unsolved request number: 286547

Hi,

I have an account that is stuck for 11 days now. I am creating this post from an alt account, because the stuck account can't login to anything.
The problem is that I am trying to change my current email from "hidden.spam@hidden" to another email of mine, but it keeps being stuck on "this email was not yet verified". I have other accounts who behave normally, and I've had problems in other sites because of that string "spam" in my mail address.
As by all other instructions I have opened the ticket, have waited, but C'mon CCP it's been 11 days on a paid account that I have been unable to log.

Please help.

Thank you.
Xexelento
Iskshire Hathaway
#2 - 2016-11-23 10:40:17 UTC
Are there any other communication forms with CCP other than e-mail and forums?
Puss 1n Boots
Republic Military School
Minmatar Republic
#3 - 2016-11-25 20:13:10 UTC
Same here. Today is the 11th day.

I respect the staff behind EVE Online but how long do I have to wait for a single message?
Xexelento
Iskshire Hathaway
#4 - 2016-11-26 11:52:09 UTC
I have a theory on what is wrong here. CCP guys please help this to reach the guys responsible for support procedures.


a) My problem is coming from the account e-mail address, that has become invalid for CCP recently (xxx.spam@yyy) (my specific problem is the SPAM string in my email address)
b) I can only Generate tickets with this email, I cannot login to the account to follow the ticket updates (the web page blocks the attempt saying that the "email is invalid - contact support")
c) It seems to me that I cannot update tickets even when replying them in the email. my first ticket has 16 days now, I tried to reply to it, but you didn't seem to get the answer (probably because my email is being blocked by you because of point "a" above)

So, it seems to me CCP has a procedure that relies on the email, but if the customer problem is a (suddently) invalid email, he gets cut out from support, and his problems are not being solved (judging by other complaints like mine lying around here in forums)
Bumblefck
Kerensky Initiatives
#5 - 2016-11-26 12:21:55 UTC
Have you tried creating a fresh email address and lodging a petition with that email as contact, and advising them of your theory, if that's what you think is happening?

Perfection is a dish best served like wasabi .

Bumble's Space Log
Xexelento
Iskshire Hathaway
#6 - 2016-11-26 16:15:35 UTC
Bumblefck wrote:
Have you tried creating a fresh email address and lodging a petition with that email as contact, and advising them of your theory, if that's what you think is happening?


I tried that with this account, it has a valid e-mail (or I wouldn't be able to post) but without expliciting my theory. Will do that explicitly as next step.
TY
Puss 1n Boots
Republic Military School
Minmatar Republic
#7 - 2016-11-27 06:31:15 UTC
New acc, new working e-mail, no support.
Puss 1n Boots
Republic Military School
Minmatar Republic
#8 - 2016-11-28 17:52:33 UTC
Dont know what to say.
I will wait until december and than just quit.
Teserania
Heavy Assault Panda
Splinter.
#9 - 2016-11-29 20:47:20 UTC
Had exactly the same problem, complete reinstall solved it for me
Xexelento
Iskshire Hathaway
#10 - 2016-11-29 21:15:48 UTC
Teserania wrote:
Had exactly the same problem, complete reinstall solved it for me


Sorry, what? Game reinstall will not change your e-mail on the CCP server. I didn't follow.
Smokingwolff
Caldari Provisions
Caldari State
#11 - 2016-11-30 15:36:21 UTC
Its day 15 for me and 3 paid accounts locked. Some 12 days ago when i got the last update, they told me that my accounts go to billing department for final verification and it would take slightly more time cuz of it. Ok, I understand that it's a very busy time for them but 12 days without any updates or any response whatsoever is bullshit. And when they respond, it probably takes another ******* month to get them open cuz "something" is still missing
ISD Max Trix
ISD Community Communications Liaisons
ISD Alliance
#12 - 2016-11-30 16:27:30 UTC
A individual response to your ticket may take time as there is currently a large number of tickets being processed. Opening multiple tickets on the same issues will further delay response times across the board. Please be patient. CCP is aware of the hardship this is causing as everyone wants to enjoy killing internet spaceships and they are doing their best to address everyones tickets in a timely manner.

You can also email support directly at support@ccpgames.com

ISD Max Trix

Lieutenant

Community Communication Liaisons (CCLs)

Interstellar Services Department

I do not respond to EVE mails about forum moderation.