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 Deativate Demo Version
07-26-2010, 01:56 PM
Hello, I downloaded my client from Steam and was able to play the game game in Demo Mode. Now that feature is "Activated"on my account. I then bought a 60-day Game Time Card and applied it to my account. I received a confirmation e-mail and everything.

However, when I go into the game it still says I'm in Demo mode. What did I do wrong, or did I forget to something else.

Any help would be appreciated.

Also, I concur with Giomar, the Ticket submission process is borked. It doesn't allow you to submit tickets from:

http://www.startrekonline.com/tickets

Thanks,
Camelman912
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 8
07-26-2010, 02:47 PM
as stated before you have to actually buy the game not just subscription time withthe demo.

you have to enter a retail key from the purchase of the game
select a renewing subscription plan
and enter how you plan to pay for the subscription

and have it validated (credit card paypal or game time card info)

if any of these steps are skipped then the game will not be fully activated and you will stay in demo mode
.
if you did all the steps then you need to open a ticket (you have to do a search beofre the option to create a ticket shows up.) as billing answers are not answered on the forum (other than some gm saying billing will look at it.)
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 9
07-29-2010, 02:59 AM
Quote:
Originally Posted by Commanderinchief View Post
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.
I have this same issue, i have created a ticket i am still awaiting response.

What happened with me is, i payed for a month, patched for season 2, played for 2 hours, disconnected for the new patch, canceled my re-occurring subscription as i don't have the money to pay for the next month, yet it canceled my current subscription and took all previous game play hours, i payed again, then i was suspended.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 10
07-29-2010, 11:27 AM
Quote:
Originally Posted by Commanderinchief View Post
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.

i also have this problem, payed on the 18th got the conformation email but now account suspended. had this problem awhile now. seems every 10 days or so it suspends my account until i resubmit payment. my email is loaded with conformation re-sub emails. now i cannot resubmit payment without an error. created a ticket 24 hours ago, anyone know about how long it takes to get a response?



edit: just wanted to answer my own question about wait time, CS responded about 24 hrs after i started a ticket. it was a personal response not an automated one. The problem effecting my account was identified and taken care of in a professional manner.
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