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Accounts web site paying customer usability issue
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Shamna Skor
Brutor Tribe
Minmatar Republic
#1 - 2013-09-29 12:59:44 UTC
Hello,

I experienced several usability problems with the Accounts web site this morning when trying to do something that should have been quite simple: change to a new credit card number.

First, when I was here: https://secure.eveonline.com/?ReturnUrl=%2fEditAccountInfo.aspx , the login link was broken in IE11 RC on Windows 7. Works in Chrome and also worked in IE once I switched eveonline.com to IE "compatibility mode".

Second, there appears to be no obvious way to change the credit card number I want billed next time my account renews without actually paying again (or perhaps cancelling and then resubscribing once my current subscription ends?).

I discovered the link to the account "splash page" (https://secure.eveonline.com/AccountManMenu.aspx) by clicking the Account menu root link directly (why is this link hidden? Users expect to click a menu choice, not the menu root). Then I clicked the highlighted text "Paying with Credit Card"... but that just took me to a transaction history list. Then I clicked on Game Time... Change Subscription plan. I clicked on the "next" link under "3 months"... well that just changed the billing interval (I think?) so that wasn't it.

Then I clicked on Game Time... Add Gametime, and next on the link under 3 months. Ah ok finally this is the screen where I can update my credit card. And even after reading this info text at the bottom of the page, I expect that CCP will do the right thing and not bill me until the end of the current time period (which would be how "recurring charges" work):

Quote:
I understand that I am signing up for a recurring charge to my account. Please note: You are signing up for a recurring Credit Card subscription and will be billed at the end of each time period until you cancel or change your method of payment.


Well, actually they billed me right away and I got three months added to my account. I guess that's the "until you change your method of payment part"... still seems rather scammy. This is a rather disappointing user experience for your paying customers. I hope you enjoy my $39 at 0% interest for 3 months.

-Skor

PS: I'm not the only one with this issue, but this old thread never got attention. https://forums.eveonline.com/default.aspx?g=posts&m=3283317#post3283317