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  1. #21
    Customer Service Representative
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    If anyone is still experiencing any of these issue, please contact the Account Management team. They can take a look into each of these issues. The information to contact them is in my signature. They will be happy to help
    DDO Support Page & Knowledge Base
    To request support from a Customer Service Agent, simply click on "Submit a Ticket"
    English Account/Store Support is available from 2:00 pm to 6:00 pm, Monday through Friday (GMT -5). 855-WBGAMES (855-924-2637)

    Contact us on Twitter @DDOUnlimited

  2. #22
    Community Member zebidos's Avatar
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    Quote Originally Posted by Asumah101 View Post
    Yes I live in an apartment, so it is 2108/3 My Street.

    What I do not understand is, my account upgraded to VIP instantly with the same visa I have been using for this game.
    I get in to game, can't buy TP, go to check my billing info, see that your system has mangled my info, as in removed the slash on my unit address, set the wrong state, says I live in Western Australia instead of in Queensland.

    When I go to fix these errors, I get the error about not being able to update my info. Out of curiosity, my mother put her Mastercard on my account, that information is able to be edited freely, but still no dice on buying TP in the shop.

    When I try to change from the mastercard back to my visa, I get the "cant update your billing info" message again.

    I am guessing in your...admirable.... haste to get the billing and account system up again, more errors have occured, your system does not seem to like my visa, despite using it forever on this game....
    Maybe its affecting Australians.

    Im in Sydney, VIP for 4 years same credit card. Suddenly after the update to the billing system it doesnt work anymore.

    Tried updating it in store, then tried updaying it at myaccount.turbine nothing.

    Tried my debit card as well...didnt work.

    Went to DDO Market and bought a 5k point code....purchase went through ok but the code doesn't work....

    Tried everything.

    One weird thing is myaccount.turbine is now has my credit card as "Payment Method
    CHASE"

    I figure CHASE is an American bank?

    Maybe the credit card verification system they are using are messing up which bank to verify what credit card numbers with, my card is a Citibank Card.

    Gave up and lodged a support ticket, seems the billing system might need another upgrade!
    Last edited by zebidos; 02-21-2013 at 02:08 AM. Reason: fix woeful grammer

  3. #23
    Community Member MrWalker's Avatar
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    Mar 2006
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    6

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    same problem, same country....must be the mining tax.....

  4. #24
    Community Member
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    Oct 2012
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    It's all very well Turbine staff saying to post a ticket .. but Turbine needs to actually answer the ticket. Within a day or two. And not just with a form letter auto response.

  5. #25
    Community Member Galad1's Avatar
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    May 2010
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    Glantri City
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    56

    Unhappy also in Denmark

    This problem is also haunting me. The Zip code, region and CVR-code -fields on the credit card / billing address information on my account all seem to vanish.
    I've tried reentering my information, but no luck, when I press submit, the information disappears.
    Current toons on Khyber : Marhen ; Rorscharch ; Malfares ; Cyriandes ; Shamsi-Adad ; Esarhadon ; Asurbanipal ; Asurnasirpal ;

  6. #26
    Community Member
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    Feb 2012
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    Quote Originally Posted by zebidos View Post
    Maybe its affecting Australians.

    Im in Sydney, VIP for 4 years same credit card. Suddenly after the update to the billing system it doesnt work anymore.

    Tried updating it in store, then tried updaying it at myaccount.turbine nothing.

    Tried my debit card as well...didnt work.

    Went to DDO Market and bought a 5k point code....purchase went through ok but the code doesn't work....

    Tried everything.

    One weird thing is myaccount.turbine is now has my credit card as "Payment Method
    CHASE"

    I figure CHASE is an American bank?

    Maybe the credit card verification system they are using are messing up which bank to verify what credit card numbers with, my card is a Citibank Card.

    Gave up and lodged a support ticket, seems the billing system might need another upgrade!
    When you enter the code, put a hyphen in every 5 characters, ie xxxxx-xxxxx-xxxxx-xxxxx-xxxxx

    I had the exact same problem, once I put the hyphens in, it worked just fine.

  7. #27
    Community Member ThreeEyedBob's Avatar
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    Apr 2010
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    Trondheim, Norway
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    460

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    Whow, great time to have to buy TPs (need to change alignment in the middle of a 3-class change reincarnation).

    Couldnt buy ingame in store with either PayPal nor my regular card. Tried to buy a 1550 tp code. No luck, errors all over. Except for account page, there I dont a confirmation or anything. It just loads and gives no sign of anything having happened. Relog to see if ingame store points have been updated. No luck.

    Just put in a ticket to see if that helps. Support page says Im to receive a confirmation email on my ticket. No ticket received after 5 minutes. Email adress is correct (I double checked).

    What a great system you guys upgraded to! /sarcasm

    EDIT:
    I tried the account page again and put it tino the Product key field instead of clicking Game Card. This time it actually worked.

    Case closed. Bloody irritating though.
    Last edited by ThreeEyedBob; 02-21-2013 at 07:33 AM.
    Member and owner of "The Mad Midgets" of Khyber.
    Characters; Skrangle, Eileenia, Thyrantraxus, Clonkstar, Eilert, Nidvisa, Sellyse, Lobotobias, Crimsoneye, Whimpsy, Meeep, Maszter, Andromansis etc

  8. #28
    Community Member MrWalker's Avatar
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    Mar 2006
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    seems to be an issue related to the post code - billing system not recognising 4 digit post codes. I added a "0" at the front ie 06000 and this fixed the issue, for me at least...

  9. #29
    Community Member
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    Mar 2012
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    Quote Originally Posted by MrWalker View Post
    seems to be an issue related to the post code - billing system not recognising 4 digit post codes. I added a "0" at the front ie 06000 and this fixed the issue, for me at least...
    Yes I was having the same problem and adding a 0 fixed it for me as well. Thanks.

  10. #30
    Community Member
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    Mar 2010
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    Brussels, Belgium
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    Quote Originally Posted by daVoyd View Post
    If anyone is still experiencing any of these issue, please contact the Account Management team. They can take a look into each of these issues. The information to contact them is in my signature. They will be happy to help
    Did that a few days ago and I had no contact effort or request for further information whatsoever untill now ... .

    PS in my case it does not allow me to update my full name or CVV code in the "payment method" tab. I am starting to be a very unhappy VIP customer lately.
    Last edited by LuckyLuke2; 02-22-2013 at 11:59 AM.

  11. #31
    Customer Service Representative Carpe_Noctem's Avatar
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    Feb 2011
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    186

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    As of right now, players may be unable to redeem Points Codes through the DDO Store. However, if you go to the My Account website, log in, and enter the code as a Product Key, it will add the points to your account.

    For other issue with TP purchases, please contact Account Support directly via the information in my signature. I am sorry about the delays on web tickets. Volume is very high right now after the billing update. You may also call directly if you would like.
    DDO Support Page & Knowledge Base
    To request support from a Customer Service Agent, simply click on "Submit a Ticket"
    English Account/Store Support is available from 12:00 pm to 7:00 pm, Monday through Friday (GMT -5). 855-WBGAMES (855-924-2637)

    Contact us on Twitter @DDOSupport

  12. #32
    Community Member
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    Jan 2007
    Location
    Australia
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    12

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    I wish you would fix your platform so we can update our Account Info to actually spend more money on the game!


    I Have been a VIP Member for over 6 years and now I can't update my info since I've moved house.

    Some Info seems to have taken but other info hasn't, which means I can't purcase Turbine points anymore because most of my info doesn't match up!

    I've tried re entering all my Account info again and also tried using Pay Pal, but I can't purchase TP anymore!


    I'm now 1 Angry store piker!

  13. #33
    Community Member Kilbar's Avatar
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    May 2008
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    Brandon, MS
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    762

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    Well I tried all the useless suggestions and the useless suggestions were useless. Now the item I was willing to drop a C Note for has left the store so never mind, that's money I'll save and Turbine can do without.

  14. #34
    Community Member ThreeEyedBob's Avatar
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    Apr 2010
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    Trondheim, Norway
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    I have no idea what is going on at Turbine HQ these days but I'm starting to get worried.

    Along with my other problem that I'm still waiting to get resolved, I bought 5000 TP through DDOMarket. Before the latest hotfix I was only able to redeem these through account page and the Product Key field. After the hotfix I was still not able to purchase TP in DDOStore and when I tried to redeem my Market code in the Product Key field I got an unidentified error (just a red dot and a line with no text). After waiting around and trying several times I figured to try the Redeem Coupon field (down on the DDO subscription tag on account page). And wonder of wonders! It worked! This didnt work before patch.
    Member and owner of "The Mad Midgets" of Khyber.
    Characters; Skrangle, Eileenia, Thyrantraxus, Clonkstar, Eilert, Nidvisa, Sellyse, Lobotobias, Crimsoneye, Whimpsy, Meeep, Maszter, Andromansis etc

  15. #35
    Community Member brolios's Avatar
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    Jul 2010
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    50

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    i have the same problem as the OP.

    i live in argentina, and our postal codes are 4 digits ...
    ill try that and if it dosnt work, ill do a ticket the way daVoyd said

  16. #36
    Hero JOTMON's Avatar
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    Oct 2008
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    Orillia, Ontario
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    4,320

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    Same issue with Paypal, cannot get transaction to complete gives an transaction incomplete error after entering in paypal data.

    Was able to get my credit card to work directly bu goin gto turbine and updating my creditcard info.
    Basically overwrote my existing card infor again. then went to ddo store and regular card worked.

    Paypal is still borked, cannot get DDO to work with it.

    Tried to call, but after being on hold for an hour i gave up.
    Jotmon - Let's not forget why we play these games - to have fun - ~
    Guild: Degenerate Matter - 200 (Former Guilds: ChaosKnights, Big Damn Heroes, Shadowfiends, Order of the Drow, Unusual Suspects, Raided R)
    Argo-Jotmon(Completionist - before the Otto's/XP pots easymode), Jotmonheals(Clr17/Rog2/Mnk1-Epic Completionist), Whatthetruck.. and many many more alts..

    Update 24: Champions... "whew, it's ok, it's only a red name" .. sad day when trash spawn Champions and their one-shot ignore fort attacks instill more party fear than the Red named bosses.

  17. #37
    The Hatchery danotmano1998's Avatar
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    The rainy side of earth
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    *bump*

    I am having the same issue. Made another thread for it, then found this.
    Exact same issue. Only I got charged for my attempts to buy points.

    See This Link for my specific details.

    I'd like a refund, please and thank you Turbine.
    Sooner rather than later.
    Last edited by danotmano1998; 03-01-2013 at 12:49 PM.
    <-Curelite Bottling Company->

    Quote Originally Posted by Chilldude
    Dude, did you see they way that guy just pressed button 1? It was amazing! A display of skill unseen since the 1984 World Games where in the men's room, between events, a man washed his hands with such unbridled majesty that people were claiming the faucet he used was OP.

  18. #38
    Community Member Kilbar's Avatar
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    May 2008
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    Brandon, MS
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    My turbine point problems have been resolved. Half the problem was at your end, half was at mine.

  19. #39
    Community Member
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    Sep 2009
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    ...bump

    This is still an issue not fixed and it's also affecting people outside Australia - Im Danish.

  20. #40
    2014 DDO Players Council
    Community Member
    MeliCat's Avatar
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    Oct 2009
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    4,199

    Default

    Quote Originally Posted by Carpe_Noctem View Post
    As of right now, players may be unable to redeem Points Codes through the DDO Store. However, if you go to the My Account website, log in, and enter the code as a Product Key, it will add the points to your account.

    For other issue with TP purchases, please contact Account Support directly via the information in my signature. I am sorry about the delays on web tickets. Volume is very high right now after the billing update. You may also call directly if you would like.
    9 days now.

    Can we have like an ETA on when this problem is going to be looked at or is it only going to be addressed on a case by case basis?

    Does it have something to do with now you're with WB rather than just Turbine? WB is not set up for dealing with those outside the US?
    ~Thelanis ~ Khyber ~

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