I had an STO subscription a few months after it's initial release. I quit playing because I couldn't afford both a WoW membership and an STO membership at the same time. I decided to give the game another go, and tried to get my old account back. I could recover my cryptic username and password, but when attempting to log in with them, it would say invalid username/pass. I ended up creating a new account and started fresh since I didn't get very far when I first started playing, but the only reason I wanted my old account was because of the classic enterprise my original gamedisk came with. Oh well.
I'm in the same boat, been waiting for over a week for customer service to respond. My accounts didn't properly link after being gone for about eight months, and now I have no access to my previous content, including a lifetime subscription and tons of store purchases, and several max level characters.
I guess all the time and money I gave cryptic means nothing to PWE, I can't say I'm shocked, but I'm disappointed that I lost nearly $500 to them.
Its bull. I made a ticket and it took them 6 days to get back to me. NOW there telling me they can TRY and recover my old account by unlinking and relinking but that will delete anything new. So my 6 day old Romulan with 20hrs in game time will be deleted. They could at least have something in the FAQ explaining that if you need support to assist you DONT DO ANYTHING NEW. This is the email I just got from them.
Thank you for contacting us about this issue.
It appears you had Cryptic credentials on your Perfect World account; this happened automatically when you logged your PWE account into a Cryptic game or website. I am able to remove these credentials from your PWE account, in order to attempt the account linking process again. However, all Star Trek Online characters and purchases that are currently on the account will be lost.
If you would like us to unlink the Perfect World account from these Cryptic Credentials, please let us know in your update to this ticket.