Lt. Commander
Join Date: Dec 2007
Posts: 120
# 1 Billing Questions?
07-09-2010, 05:52 PM
Hey All,

Recently we saw a few billing issues escalated via forum posts here on the good old Tech Forums.

While we love to help out with these issues, and did investigate them all (fortunately, we found that everything was in order, it was just that some users had trouble with their credit cards), it should be noted that the Tech Forums are not the place to post issues related to payments, credit cards, and issues with subscriptions.

For these issues, we strongly encourage everyone to review the Support Portal here and to submit a ticket to our Billing Support if your issue cannot be solved by one of the posted solutions.

Remember, Billing information is supposed to be private, so please try and avoid posting Billing issues here. I hate opening up a post to see the last 4 digits of someone's credit card, and also don't want to publicly post "Sorry, your credit card didn't have sufficient funds!"

Thanks much!

-Destra
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 2
07-09-2010, 08:34 PM
Protip: for really fast responses to errors like "your payment was declined" from your credit card, there is an alternative support path: call the number printed on the back of your card. Your credit card provider runs a support service for precisely this sort of problem, and they can almost always explain what's going on in less than ten minutes. Sometimes they can even fix it for you right then. They may tell you that you have to talk to Cryptic about the problem, but this is rare; for the most common problems, they can help.

This may also work for debit cards, depending on your bank. Can't hurt to spend ten minutes trying.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 3
07-17-2010, 05:26 AM
I have a question:

Why has my account been suspended?? I payed for 1 month on the 8th of July and have only got 1 week 2 days. i have created the relevant support ticket but i want this sorted today.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 4
07-18-2010, 12:18 PM
OK i just have one thing to say here and yes i know that this is a tech support forum but from what i've seen so far this is the only way to get anything across.. First of all I did try to use the sumit a ticket page you mentioned.. let me ask you this .. have you actually tried to use it because it doesnt work, it promts you to choose billing or tech question and thats as far as you can go.. Secondly (which is the main reason im looking for help) i tried to set up an account which i was able to do but when i tried to load the game it keeps telling me that there is an account error so i click on a link.. The link sends me to a billing sight that tells me that i have a 30-trial and under that is askes for billing information. NOW, Explain to me why i would want to set up a subscription for something that i havent even tried yet.. if im suppose to have a 30-day trial then give me the trial and if after 30 days i think your company deserves my payments then at that time i will set up a subscription.. otherwise the game will be deleted from my computer and start collecting dust while i play ******** and Lord of the Rings (which by the way understand the meaning of the term 30-day free trial)
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 5
07-18-2010, 03:50 PM
Subscription is required to play that is how they tell if you are authorized to play by having a subscription. The 30 days in not a free trial but a subscription bonus like you find with magazine subscriptions( get 12 months for the price of 11 your first issue is free)

When you set up a subscription with a valid payment method credit card or paypal you are not charge for the subscription until after the 30 days therefore your free 30 days.
if you cancel before the 30 days are up you are not changed for the subscription at all.

If you use a gametime card the 30 days is added to the time of the gametime card (ie 30 days gamecard plus 30 days free means 60 days before you have to enter another timecard)
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 6
07-24-2010, 04:02 AM
ok this is a weird question that falls under this category i guess.

i am trying to reactivate my subscription but i cant seem to find an option for it in 'my account'. what did i miss?
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 7
08-05-2010, 04:41 AM
Quote:
Originally Posted by Giomar
OK i just have one thing to say here and yes i know that this is a tech support forum but from what i've seen so far this is the only way to get anything across.. First of all I did try to use the sumit a ticket page you mentioned.. let me ask you this .. have you actually tried to use it because it doesnt work, it promts you to choose billing or tech question and thats as far as you can go.. Secondly (which is the main reason im looking for help) i tried to set up an account which i was able to do but when i tried to load the game it keeps telling me that there is an account error so i click on a link.. The link sends me to a billing sight that tells me that i have a 30-trial and under that is askes for billing information. NOW, Explain to me why i would want to set up a subscription for something that i havent even tried yet.. if im suppose to have a 30-day trial then give me the trial and if after 30 days i think your company deserves my payments then at that time i will set up a subscription.. otherwise the game will be deleted from my computer and start collecting dust while i play ******** and Lord of the Rings (which by the way understand the meaning of the term 30-day free trial)

I have this exact problem. I just entered my key for my 30 days (which is already counting down) and payment info and it still tells me to contact billing support but the ticket system is NOT working. I couldn't find a phone support number, except for a fax number.

This is making me angry.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 8
08-05-2010, 02:23 PM
ticket system does work but you have to do a search before you get the option to create a ticket.


there is no free 30 days. the 30 days is a bonus for setting up an active subscription. it does not start until that subscription plan with a validated payment method has been done(notice the validated pat)
if the payment option can not be validated then your subscription plan is not set up so is not active and no 30 days ticking off.

once the subscription plan is set with your future payment after the 30 days. then you can get into the game.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 9
08-06-2010, 07:49 PM
Quote:
Originally Posted by PDutcher
I have this exact problem. I just entered my key for my 30 days (which is already counting down) and payment info and it still tells me to contact billing support but the ticket system is NOT working. I couldn't find a phone support number, except for a fax number.
This is making me angry.
There is no phone support! One of the replies I got from a ticket told me to call a phone number. When I called the message said that Cryptic no longer has phone support. They didn't say why. Could it be that they were getting so many complaints that the just shut down the phones? That doesn't say much about their customer support. I did say something to them in yet another ticket. They apologized for the error about the phone number, but my problem still hasn't been fixed!
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 10
12-29-2010, 12:57 PM
Quote:
Originally Posted by Giomar
OK i just have one thing to say here and yes i know that this is a tech support forum but from what i've seen so far this is the only way to get anything across.. First of all I did try to use the sumit a ticket page you mentioned.. let me ask you this .. have you actually tried to use it because it doesnt work, it promts you to choose billing or tech question and thats as far as you can go.. Secondly (which is the main reason im looking for help) i tried to set up an account which i was able to do but when i tried to load the game it keeps telling me that there is an account error so i click on a link.. The link sends me to a billing sight that tells me that i have a 30-trial and under that is askes for billing information. NOW, Explain to me why i would want to set up a subscription for something that i havent even tried yet.. if im suppose to have a 30-day trial then give me the trial and if after 30 days i think your company deserves my payments then at that time i will set up a subscription.. otherwise the game will be deleted from my computer and start collecting dust while i play ******** and Lord of the Rings (which by the way understand the meaning of the term 30-day free trial)
I am having the same problem. Does that mean that I have to pay for a month of the game in order to activate the free 30 days? Does it just want the credit card info or does it want that and for me to pay? PegasusMD, your answer is kind of confusing. I am confused and would like it if someone would help me out. Thanks.
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