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  1. #1
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    Default Bought underdark expansion account did not go to premium

    Bought expansion and did not get account upgrade. I did get everything else in game. Have support ticket in but heard nothing. How long does a support take to fix this issue?

  2. #2
    Chaotic Evil Mindos's Avatar
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    Quote Originally Posted by Diefree View Post
    Bought expansion and did not get account upgrade. I did get everything else in game. Have support ticket in but heard nothing. How long does a support take to fix this issue?
    Sometimes it can take a while. Did you buy it from the in game store? Were you logged into a character at the time or from the character select screen?

  3. #3
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    Quote Originally Posted by Mindos View Post
    Sometimes it can take a while. Did you buy it from the in game store? Were you logged into a character at the time or from the character select screen?

    I bought it from the DDO marketplace then used the code in the DDO store in game.

  4. #4
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    Quote Originally Posted by Mindos View Post
    Sometimes it can take a while. Did you buy it from the in game store? Were you logged into a character at the time or from the character select screen?

    I'm having the same problem with the expansion purchased a few months ago, I was asked to open a ticket and contact a GM but there is no option in the help menu

  5. #5
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    Quote Originally Posted by Deluca View Post
    I'm having the same problem with the expansion purchased a few months ago, I was asked to open a ticket and contact a GM but there is no option in the help menu
    Had my own issue fixed by customer support a year or two back.
    My secondary account suddenly lost premium benefits.
    Enthusiasm enthusiast enthusiast.

  6. #6
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    Default Not what you want to hear but at least it's a reply...

    Call them. Unless the mod wants to prove me wrong, posting on a forum will not fix your private financial-related account issue.

    Judging by the date of this posting, I'm guessing you (both?) did all this during the "all content open to all players" event. If you purchased Menace of the Underdark for 99 DDO points in the store while your purchase was being processed from the browser store DDO Marketplace, then your account won't apply content you already own. This is similar to why VIPs do not usually see any content in the ingame store for non-expansions, as they already "own" it during their subscription window.

    If you mean you bought the Menace of the Underdark expansion with DDO Points, then that does not count for premium upgrades. Anything earned for free (DDO points) keeps the account in a free to play status.

    You need to talk with a human being on the phone to resolve it. I do not know if there will be another window for all content in the future, but if there is please consider not purchasing content you also already purchased in game (or Marketplace).

    Personally I hate this as I live in the Philippines and being put on hold super long distance is not something that is cheap or convenient. I have to call them right now in fact because I'm moving and heaven forbid if they make address changes easy online in the year 2020 with address fields large enough to accept foreign addresses in a global marketbase.

  7. #7
    Hero
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    Quote Originally Posted by Kakow View Post
    Call them. Unless the mod wants to prove me wrong, posting on a forum will not fix your private financial-related account issue.

    Judging by the date of this posting, I'm guessing you (both?) did all this during the "all content open to all players" event. If you purchased Menace of the Underdark for 99 DDO points in the store while your purchase was being processed from the browser store DDO Marketplace, then your account won't apply content you already own. This is similar to why VIPs do not usually see any content in the ingame store for non-expansions, as they already "own" it during their subscription window.

    If you mean you bought the Menace of the Underdark expansion with DDO Points, then that does not count for premium upgrades. Anything earned for free (DDO points) keeps the account in a free to play status.

    You need to talk with a human being on the phone to resolve it. I do not know if there will be another window for all content in the future, but if there is please consider not purchasing content you also already purchased in game (or Marketplace).

    Personally I hate this as I live in the Philippines and being put on hold super long distance is not something that is cheap or convenient. I have to call them right now in fact because I'm moving and heaven forbid if they make address changes easy online in the year 2020 with address fields large enough to accept foreign addresses in a global marketbase.
    They do not have a phone number you can call. You can only submit help tickets here (but be prepared for an extensive wait - I'm coming up on 4 weeks without a response for a ticket now):

    https://help.standingstonegames.com/

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