Lieutenant
Join Date: Jun 2012
Posts: 48
# 61
07-06-2012, 06:56 AM
I am still waiting to hear from several submitted tickets and if I am honest I do not think I will get any response at all, they are not bothered if a handful of people are annoyed and are content to sit back and let them leave. The game has gone from bad to worse and no doubt they deal with alot of complaints and maybe if the dealt with atleast afew of the issues they would not be so overwelmed with discontented CUSTOMERS.
Career Officer
Join Date: Jun 2012
Posts: 315
# 62
07-06-2012, 07:04 AM
Let's look at this from a different perspective. Let's say I'm trying to gain access to your account without your consent. So I submitted a CS ticket saying my e-mail has changed and I need CS to help me, what would you want them to do?

Face it. the Account Guard change they just implemented may have created a situation where it's impossible to get your account back if you don't have access to e-mail. Unless they have another way of verifying who you are without talking to you. Maybe they can ask for your credit card info. How do you feel about providing that info to one of Cryptic's support specialists through their online system?
Kobayashi Maru
Join Date: Sept 2008


"Holographic tissue paper for the holographic runny nose. Don't give them to patients." - The Doctor
Captain
Join Date: Jun 2012
Posts: 2,007
# 63
07-06-2012, 07:11 AM
Quote:
Originally Posted by kobayashlmaru View Post
Face it. the Account Guard change they just implemented may have created a situation where it's impossible to get your account back if you don't have access to e-mail. Unless they have another way of verifying who you are without talking to you. Maybe they can ask for your credit card info. How do you feel about providing that info to one of Cryptic's support specialists through their online system?
I believe that's what they did the last time when they reset all the passwords. if you had a cstore purchase, verify what it was, the last 4 digits on the card used and the date.
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Dr. Mike's Steak Dinner

35 Starbase Projects done. 715 Projects remaining
Ensign
Join Date: Jul 2012
Posts: 3
# 64 Update on Email Change
07-06-2012, 04:10 PM
Yes you can change your email...just have to answer about 10 questions and give the new email you want.

Concerns:

1) Remembering the PWE account information

Good news:

1) Made a Zen purchase and shot it over to STO that morning prior to update, so can provide last 4 and CV

2) Still have the product code from when I purchased STO and also my old cryptic account name

(Goes back to patiently waiting...(clicks support button)(clicks support button))

Warshoe
Career Officer
Join Date: Jun 2012
Posts: 160
My friend tried a password reset to her CO account several times. Each code it sent her did not work. it got to the point it seems PWE has now locked her out completely. She cannot access her STO account nor her CO and shes even blocked from Blacklight Retribution...shes frustrated angry and unable to get any replies from PWE. My own search has shown on forums like Steam,STO and CO as well as BLR that this is a common problem of being locked out....

so how long does one need to wait for a reply?

this is just bad business....untested mergers have royall F***** up a lot of people.
Join Date. Dec 2007
The Original Novastar
Career Officer
Join Date: Jun 2012
Posts: 160
# 66
07-09-2012, 11:18 PM
wow...my topic got moved to a thread that gets no replies...Nice PWE
Join Date. Dec 2007
The Original Novastar
Captain
Join Date: Jun 2012
Posts: 2,007
# 67
07-10-2012, 08:20 AM
First I;ve seen of this.

Quote:
Originally Posted by n0vastarone View Post
My friend tried a password reset to her CO account several times. Each code it sent her did not work.
Never make multiple password requests. Sending email is not an exact science and you may get the emails with the codes out of order which will screw things up. That's probably what happened in this case. Email servers only send out an email once an hour. if it doesn't go through, it'll wait an hour to try again.

Wait a day or whatever the error tells you to do.

Do a single password request.

Wait for the email.

Try that.
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Took 20 minutes to get that screencap and her arm is still doing through the armrest
Dr. Mike's Steak Dinner

35 Starbase Projects done. 715 Projects remaining
Career Officer
Join Date: Jun 2012
Posts: 160
My friend...is locked out of her account. On every single PWE game. STO,CO,Blacklight....and she has been waiting 6 days now for a response...and I have been asking around for her since she can no longer access customer support.


How long does it take to answer a support ticket? really? 6 days of being locked out of your master account with zero ability to do anything about it is ass retarded.

so...keep moving my posts. but im going to keep posting until I either get a warning..or somebody explains to me why this account merger was launched without some bloody internal testing. there are so many others locked out of their accounts and I have several friends who have simply given up because PWE seems unwilling to address this issue anywhere.
Join Date. Dec 2007
The Original Novastar
Commander
Join Date: Jun 2012
Posts: 441
# 69
07-10-2012, 10:36 AM
Is it a lockout or an account ban? Per PWE rules and forum guidelines, no one from PWE will discuss a ban on the open forums, nor will they discuss a ban with anyone but the affected account holder per their own privacy policies.

That may be why your post keeps getting moved. Spamming the forums, though, with the same post over and over is likely only going to result in either drawing the ire of the mods/CM or getting you a possible forum ban.

Just saying.

Last edited by lewstelamon01; 07-10-2012 at 10:38 AM.
Career Officer
Join Date: Jun 2012
Posts: 160
# 70
07-10-2012, 10:39 AM
Well she doesn't know...she used her password reset to access her CO account...due to forgetting her password/account. the reset gave her a faulty code that did not work..so she repeated this process several times. No avail, now..she cant access her sto account which she was able to log into earlier that day....Cannot log into her blacklight account...NOR can she even make a new account...it just doesnt let her.
Join Date. Dec 2007
The Original Novastar
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