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General Request for Stratics Players on Account Issues

Discussion in 'UHall' started by AirmidCecht, Aug 23, 2011.

  1. AirmidCecht

    AirmidCecht twitch.tv/airmid
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    Hi all,

    Instead of replying to the multiple threads on the account migration issues, I wanted to say generally that we are trying to organize issues being posted here to forward them on.

    I understand everyone's frustrations and the need to feel heard however on our end it is very hard to track every new thread posted to update player's concerns that we are tracking.

    If you can, please use the existing threads on known issues with billing, creating accounts and linking, and other account issues.

    I'm certainly not asking anyone to not voice their issues but these are the threads I'm most active in to highlight.

    There has also been concern over the lack of developer interaction here but I am not concerned over their concerns over our concerns :)

    I'll ask Petra or a moderator to sticky this for a few days as a general request.

    We're a long standing great community and hopefully we hang in there together!
     
  2. Fishy McHook

    Fishy McHook Guest

    well like i said i got to much time and money tied into uo to walk away but the last 10 years i been treated like a homeles dog kicked in the ass by ea so when they shut down uo i'll never get a product thats got ea on it they will be banned from my rl home. i just wonder how many fell the same way?
     
  3. AirmidCecht

    AirmidCecht twitch.tv/airmid
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    I hope it surely hasn't been the whole 10 yrs!

    I do agree that this could have been handled differently with a long standing community with many accounts in mind. My request is in order to convey your feelings best, it helps me when I can focus on the main threads on the issue.

    We're a great community Fishy and again I hope we muddle through together til it gets sorted. In the meantime everyone surely understands the varying positions going on and needs to be addressed.
     
  4. Rupert Avery

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    I have a serious question which doesn't effect me but may effect A LOT of people...

    there are people out there who continue to pay accounts come the time they choose to come back.

    but they don't check UO updates or anything

    if they haven't signed up to the new account system what happens to their accounts?? will they be inactive and if so why would EA/Mythic allow this? without some kind of attempt to catch EVERYONE by email?

    another example

    it is summer holidays in most places and people are away for months at a time in the hope to come back to UO in winter.. when they come back what will they find? all their belongings gone... their house they worked hard for to get fallen?

    again it doesn't effect me personally... but I worry that they will automatically loose a lot of subs this way
     
  5. AirmidCecht

    AirmidCecht twitch.tv/airmid
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    We are concerned about the same issues Rupert :(
     
  6. T-Hunt

    T-Hunt Sage
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    OK this isent for me but my brother..
    EA has lost his main account..phone call did nothing but a offer of 90 days on another one he dosent play at all...

    His house and all other items are fixed to the MIA account and they plainly said oh well!.

    Any idea on finding it?
    He tryed the lost pass word and other links Petra has up..
    And still no luck..the account just dosent show..
     
  7. Viquire

    Viquire Crazed Zealot
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    Just wondering if we have enough confidence in the process as we understand it at this time to post a guide via sticky or as a news article on the front page of uo stratics. I have a small group off in the ether with about 15 to 20 folks that have played in the past that might like to know how to navigate this inane ..... Yeah I have no idea.

    I'll be trying myself tonight to get my own accts linked and updated with billing info. I think I am having a problem with one acct gametime code being properly tracked or recognized. Hopefully the process will make things more apparent. Your help here is greatly appreciated.

    I just feel a need to state I have spent probably about five hours just reading through other folks experiences and problems, and still do not feel I have a firm grasp on what I am about to undertake. I also don't feel I can leave these things as they stand and no game access for fear something untoward might happen to houses that are NOT set to fall, but then again. Sorry to vent in this thread. Again any help you can provide to me for my friends would be appreciated.
     
  8. Viquire

    Viquire Crazed Zealot
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    Started there earlier today. Came here to see if someone had made a walk through. I'm guessing that is a "no."

    Thank you for responding.

    *edit* My mistake I had actually started at a playguide page. This seems a bit more helpful. So again, thanks.

    *further edit* managed to get this done thanks to finding one of Larrisa's posts on the matter and the official guide in combination. I already had an EA account which actually seemed to help things along quite a bit. None of my avatars seem to have been mutated in any way by the process, and all housing remains standing. :)
     
  9. Capn Kranky

    Capn Kranky Guest

    using this it was VERY easy to kill my subscription. Tonight I drop the house and log characters out.

    My CC info is MY information ... it does not belong to EA, thus I should be able to access and alter it as needed when I desire. Blocking it so I cannot is highly incorrect from a customer standpoint - this customer at least.
     
  10. Aroma

    Aroma Journeyman
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    None of this information has helped me. The billing portion keeps rejecting my cc. This being the same cc that i played UO on for past 7 years. After 2 calls to ea i am told, that lvl 3 tech support is looking into it. Still no answer as of now. I will keep everyone updated with my results as i get any.


    Pet of LS shard..
     
  11. Gidge

    Gidge Sage
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    Capn Kranky, I will post tomorrow how to view your info. I will try to make a picture guide to show where you can access, see and change it.

    Just hang in there. Everyone else too.

    This is getting ridiculously upsetting for too many EA.
     
  12. Capn Kranky

    Capn Kranky Guest

    Thanks Gidge but I decided to walk with the wallet. No more EA for me. I'm doing EQ and Runequest now.
     
  13. Aroma

    Aroma Journeyman
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    Nothing to update yall with just getting same ol email's lvl 3 tech is working on it. I still get same message when i atempt to update my billing info.:sad2:



    Pet
     
  14. EnigmaMaitreya

    EnigmaMaitreya Crazed Zealot
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    To Storm ... Sorry I did not see this sticky ..... :gee:

    Ok, I went to log on to one of my two accounts and got the Blocked message.

    The other account was peachy keen.

    They are separated by 12 days billing wise and YES the earlier one was blocked.

    I took a lot of googling and trying but I got an active link to UO Support Disputes and gave them all the information.

    I will post their reply. It does contain a walk through and explanation of how to get out of this catch 22 that EA has designed.

    But first, some added .... experience.

    The first account was the problem child and following the steps (not all that intuitively obvious by the way) I got the first account resubscribed.

    The steps did require me to fill in the Billing Information of EA (Guess they could NOT get it from UO).

    Looking tonight I noticed that the second account, while marked active, did not have all the buttons the First Account had. So on a dare, I went ahead and did the subscription. YES it was going to be blocked at some near future date. BUT by doing the subscription thing I circumvented it.

    Here is the reply. (I hope this is of help)

    PS: Remeber (or if it is not obvious) to use this pattern to "Link" your account(s) to the EA Account uosignonname_uo

    I took the liberty to BOLD some things in the reply I think are important and may not be all that obvious.

    =====================================
    From:
    "Ultima Online Dispute Team" <[email protected]>


    To:-----------------------------

    Greetings,

    Thank you for contacting the Ultima Online Dispute Team. This account has not been closed due to disciplinary actions. Unfortunately the Ultima Online Dispute Team may only assist with disputes concerning disciplinary actions resulting from violations in Ultima Online.

    However, as this appears to be an Account/Billing related issue, you may seek further assistance by contacting our Billing Department.

    Our Technical or Billing Support may be contacted by e-mail via [email protected] or by phone at 650-628-1001. Our phone support hours are 10am to 10pm EST, 7 days a week.

    If you are new to the account center, please review the following information concerning accounts:

    EA Account
    This “main” account ties a large number of master accounts together. This is the account name and password you will use whenever you log into the account manager at https://accounts.eamythic.com/. This account does NOT use the account name and password you use to log into the game. Unless you have already created an EA Account you will need to create a new account and assign it to use your email. Once you have created your EA Account, your login name for this account will be the email you assigned to it.

    Master Account
    Master accounts are sub accounts which “own” one or more Product Accounts. With UO accounts the Master Account will have a similar name to the name you use to log into the game. If you log into UO as “Accountname”, your Master Account will likely be called “Accountname_uo” and will use the same password.
    In order to access your Master Accounts they must be linked to your EA Account using the “Link Accounts” button. This allows you to search for your unlinked Master Accounts by either email or account name, then link them to the EA Account you are logged into. You may only link up to 9 Master Accounts to a single EA Account.
    The list of Master Accounts linked to your EA account will appear in the upper right under a drop-down menu labeled “Current Account”. Once a Master Account is selected from this menu the list of Product Accounts owned by it appear at the bottom of the page.

    Product Account
    Product accounts are the account names and passwords you use to log into the game. Once a Master Account is selected through the “Current Account” drop-down menu the Product Accounts it owns are listed at the bottom of the webpage. It is through this list that you may subscribe your accounts, change passwords, etc. via the button located under each account name.


    Cordially,

    Ultima Online Dispute Team
    [email protected]
    BioWare Mythic, A Division of EA



    =====================================
     
  15. Aroma

    Aroma Journeyman
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    UPDATE

    Pet is back in game!!!

    The cc system is still down, but i was able to buy game time. At the uo store sight, and get this I used the same cc i was trying to use for my accounts..

    :cursing:Alright tech guys get the account cc system fixed!! Of course i doubt they come here to read this. :wall:

    Anyway LS I'MMMMM BBBBAAAACCCCCKKKK!:banana::danceb::banana:
     
  16. Apetul

    Apetul Rares Fest Host | LS April 2011
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    question for the account experts..

    I have several accounts, but 3 that I always pay every month.
    Tomorrow (10/8/2011), EA will ask for a CC payment, but that info has already been migrated from the old account system, so do i really need to change anything?

    Info on one of those 3 accounts is:

    Description Start Date End Date Method Amount
    Ultima Online: 3 Month Subscription 7/8/11 10/8/11 N/A N/A
    Ultima Online: 3 Month Subscription 10/8/11 Credit Card $34.99

    So again, do I really need to change anything on the new account system or everything is going to work smootly?

    Thanks in advance
     
  17. Frarc

    Frarc Stratics Legend
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    Normaly it should go fine.
     
  18. Apetul

    Apetul Rares Fest Host | LS April 2011
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    On one of my accounts, I've updated my CC info just to know if there was any difference on the other accounts.

    As soon as the CC info was updated, the account got closed and Ive received this email:

    End of Subscription Notification

    Your subscription for Bioware Mythic Ultima Online for Game Account ******* has ended for the following reason:
    The credit card on file was declined

    ---

    CC info is fine, but I went to Acc Management system just to check what was the info but I CANT SEE IT.
    I cant edit the CC info, I cant add my CC info again cause it says the card # is not unique on my account and I cant delete/remove it.

    If I try to pay for 90 days again, i got this error:

    Error
    There was an error processing your request
    Return to the homepage.

    --

    Any help?? thanks.
     
  19. AirmidCecht

    AirmidCecht twitch.tv/airmid
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  20. Apetul

    Apetul Rares Fest Host | LS April 2011
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    Airimid, Thank you for the offering

    So far so good.. today EA accepted the CC info on the account that Ive updated my CC info yesterday, not sure why they liked it today but im not complaining about that :p

    I'll not update the CC info on the other 2 accounts that *should* be renewed automatically tonight/tomorrow. I'll just wait and see what happens just to know if EA has migrated the correct CC info from the old account system to the new one.

    Again, ty for the help offering :)
     
  21. Loren

    Loren Journeyman
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    What is appropriate phone number or email to use an request a review of account age ? I got an auto reply from [email protected] on Fri, no response to my query as of yet.

    If I missed a memo, thats cool. Not even a huge issue, I could even be mistaken, it happensrolleyes:, but I am fairly certain, I have not seen age move more than 1 month since I started again, right at beginning of August..

    -DOM

    ***- early this AM, got email back, for such a question use the support phone #1-650-628-1001.
     
  22. MariamATL

    MariamATL Guest

    I'm so FREAKING mad right now. I'm one of those who keeps my account active to keep my stuff and my hubby's stuff but doesn't really play. Well yesterday afternoon, I activated my new debit card which deactivated my old one since I had received the new one. LAST NIGHT, UO billed my old card for the game time for my dear hubby's account and was of course denied. Easy fix right?? I go to uo.com and click edit account to put in my new card's info but was taken to this crap they call EA.

    It shows my husband as having NO accounts at all even though I migrated his Mythic Master Account. He can't even reactivate old account. None of those options are there. I can't even view my old billing info to add new billing info because that's "protected by EA".

    I call customer service only to get a guy who is talking softly with about 30 people screaming in the background and so much static that I swore he was on a cell phone (I even asked him.) WORST telemarketing call center ever.

    His answer? Buy a game code which I do.....but now to activate the D(*!@#) game code I have to use the edit account button even though it CLEARLY says it will just add 180 days onto the account and NOT send you a stupid code.

    HELP!!!!!!!!!!!!! I don't want him to lose everything he owns. He's played way too long to lose it all this way!! I on the other hand am quitting. This is too much for me. Completely not worth the hassle.
     
  23. Ezekiel Zane

    Ezekiel Zane Grand Inquisitor
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    MariamATL, house decay due to inactive accounts or expired game time, is turned off right now.

    It seems that EA is in no hurry to turn it back on either.
     
  24. MariamATL

    MariamATL Guest

    For that at least I am thankful. I'll call the horrible customer service hotline again in the morning and hope for a better person. Thanks for the information!
     
  25. Jade of Sonoma

    Jade of Sonoma Babbling Loonie
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    In the beginning of the account migration nightmare, I finally managed to get all my accounts and billing information on two new E-mail accounts with EA. That was a total nightmare. But it has all settled down nicely .. then this:

    My credit card was suddenly replaced because it had been compromised somehow .. a new one suddenly arrived in the mail which I had to go through the process of activating it.

    Now I am in the process of supplying the new Credit Card Information to my EA accounts and hope this will take care of any billing problems with EA and my new credit card should payment be rejected due to the old credit card.

    Now .. while I wait for that to be sorted .. and I expect problems ..

    Could someone please tell me how to reactivate a cancelled UO that was never transferred at the beginning of the migration? I want to reopen it and add it to my second E-mail account.

    I cannot and will not phone for help because last time tried that, it is NOT a TOLL FREE NUMBER .. and I was kept on line waiting in que for an operator to talk to me, then when someone did talk to me they couldn't help me at all. *sigh*

    So again, I just need to know how to reactivate a closed account and add it to my EA ACCOUNT. .. why is this so hard to figure out? Why is it that I can only have 8 accounts on that one e-mail? LOL

    They need a tab that says, reactivate a closed account and make it possible for us to add that UO account to the list. All that information used to be with the old EA. Pogo .. whatever. So confusing now.
     
  26. Ezekiel Zane

    Ezekiel Zane Grand Inquisitor
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    On the lower right side, enter the UO account name including _uo . This is in the Mythic Master account area.

    You'll then have the option to enter the email address/EA account you want to link the account to.
     
  27. Jade of Sonoma

    Jade of Sonoma Babbling Loonie
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    Thank you Ezekiel Zane! haha... not sure what I did correctly there, but Know it had something to do with that additional _uo added to the name. The mistake I was making was putting the thing backwards: uo_(account name) So fixing that, by putting the Account Name_uo worked and got the account linked to the EA but..

    - - somehow it was leading me off in another direction by telling me to using that Key .. and was asking me for a code .. which I couldn't quite understand because it would be a horrendous job to find the original code for the game in my boxes of junk .. but at least I noticed the name of the account had sucessfully been added to something. So I tried logging into the EA account and voila! I was able to upgrade the billing information and get the account activated again.

    It still isn't that simple to figure out even though I should know how to do this by now. I haven't done it in a long time and it's so easy to forget when you aren't doing it every day. That is the biggest problem .. forgetting how to do things.

    Thanks again. I think all is ok for now .. until the next problem.

    I just found an open spot for a Keep and thought it would be nice to move out of a terrible swamp into that more peaceful area so my crafts people can work undisturbed. Now to try get that spot ... *runs back into the game*
     
  28. Ezekiel Zane

    Ezekiel Zane Grand Inquisitor
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    You're welcome. Glad I could help.
     
  29. MariamATL

    MariamATL Guest

    I called the non-toll free hotline this morning. After being put on hold 6 times for about 4-5 minutes each time, the gentleman tells me that even he can't link my account for some reason and can't add game time to it for me. Therefore he is going to have to send it to someone higher up who will try to fix it in the next 3-4 business days.


    However, he also said that they can not stop the normal aging process on my house so that it may fall before the issue is resolved. <------ THAT is the icing on the cake in this whole fiasco.

    I'm keeping my account open for now only to give my husband my house in case his falls (even though he will lose 6 years of collectables) and then I'm done. This is just too much frustration to play a dead game.
     
  30. AirmidCecht

    AirmidCecht twitch.tv/airmid
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    Mariam please check your PMs.
    :)
     
  31. Jade of Sonoma

    Jade of Sonoma Babbling Loonie
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    1. A TOLL FREE NUMBER FOR ACCOUNT HELP: Is it not possible for Mythic EA supply a TOLL FREE number to ACCOUNT HELP for people to call regarding billing information? Last time I called, I was billed for the time lined up in que and for the time wasted on help that didn't help at all.

    2. Issues with payment:
    Thanks to these forums I've been able to find my way around any issues with the new account migration system so far although I can't understand why my credit card keeps getting compromised and the credit card company keeps sending me new cards with new ID. On that issue I haven't been able to get any satisfaction on my own. I just keep supplying the new billing information .. and wait for another credit card to be issued?

    3. WHY THE USA TAXES?
    Why is the game being taxed by USA?
    Why do Outside countries, like our neighboring Canada, have to pay US taxes on the game ...
    which they say is because we live in such and such a State ___ - a State which is never stated?
     
  32. Viquire

    Viquire Crazed Zealot
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    Once upon a time there was an option for canceling an account subscription at the end of the billing cycle, or rather just letting the current subscription drop at the end of the paid period.

    I just went and tried to make this happen, and could not seem to find this option. If this is the case, I may be forced to just run one account, at all, ever. As it is currently I generally have two or even three accts open at any given time and rotate through five accts over a six month period, generally.

    If anyone has some pointers on how I can continue, without having to add these as important dates on my calendar, I would be appreciative. On the other hand, as a positive, EA only appears to have billed against the debit card once, as opposed to holding the money for a week in advance.

    Or maybe game time will be the wave of my future, as long as they seem to have the kinks worked out of that methodology. Thanks for reading. I'll check back or send a PM.
     
  33. Ezekiel Zane

    Ezekiel Zane Grand Inquisitor
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    There is only one option to cancel an account now. It does however, continue to allow access to the account until the paid time or game time expires. I've have witnessed this on more than one account.
     
  34. Viquire

    Viquire Crazed Zealot
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    Thank you, thank you very much. That makes life a whole lot simpler. I have three kids, simple is very welcomed where I can find it.
     
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