Is a 'ticket' the same as a 'question' on the NCsoft site ?
I don't really want my keys going live...
NCSoft Account Issues
Slabby
Painbringer
Quote:
|
Originally Posted by Slabby
Is a 'ticket' the same as a 'question' on the NCsoft site ?
I don't really want my keys going live... |
Yes when you submit a question you get a number assigned to it thats your ticket.
Gli
What I can't get my head around is how so many people on this thread (and similar ones) post about their own particular complications and how things got resolved anyway. Happiness all around.
Why is there no uniformity in how these things get resolved? I've provided them with more than what some players are claiming they could provide, and they're giving me a cold shoulder. Are these players lying? Is NC support just very inconsistent? Is this the result of US Support being more easygoing than European support about this situation? Am I just unlucky? What's going on?
Anyway, I'm not impressed.
Why is there no uniformity in how these things get resolved? I've provided them with more than what some players are claiming they could provide, and they're giving me a cold shoulder. Are these players lying? Is NC support just very inconsistent? Is this the result of US Support being more easygoing than European support about this situation? Am I just unlucky? What's going on?
Anyway, I'm not impressed.
Karate Jesus
Quote:
|
Originally Posted by Slabby
Is a 'ticket' the same as a 'question' on the NCsoft site ?
I don't really want my keys going live... |
Hey, has anyone else had this issue. My GW account was linked to my NCSoft and now, after all the website changes, it's no longer linked. I've already submitted a ticket and they're working on it, but still.....that's weird.
What I can't get my head around is how so many people on this thread (and similar ones) post about their own particular complications and how things got resolved anyway. Happiness all around.
Quote:
|
Originally Posted by Gli
Why is there no uniformity in how these things get resolved? I've provided them with more than what some players are claiming they could provide, and they're giving me a cold shoulder. Are these players lying? Is NC support just very inconsistent? Is this the result of US Support being more easygoing than European support about this situation? Am I just unlucky? What's going on?
Anyway, I'm not impressed. |
Gli
Quote:
|
Originally Posted by Karate Jesus
They responded very quickly after I submitted my ticket with what they believed was an answer. The problem is that the GM only read the title and assumed my issue was the same as everyone else's. When I responded, explaining the differences in what she told me and my situation, she just quit responding. I haven't heard back in at least 3 days.
|
rohara
awesome, their response to my query about this error:
"The Guild Wars® account cannot have this upgrade applied to it. The account may already have the maximum number allowed of this feature or it might not yet be eligible for this feature."
was to reset my passwords on all my accounts even though i didn't ask them to, and i still can't apply the upgrade to my account. really? come on now.
"The Guild Wars® account cannot have this upgrade applied to it. The account may already have the maximum number allowed of this feature or it might not yet be eligible for this feature."
was to reset my passwords on all my accounts even though i didn't ask them to, and i still can't apply the upgrade to my account. really? come on now.
aaje vhanli
Thanks to gmail, I was able to search and find my plaync email with my account username.
Now that I can login, however, it says I haven't subscribed to any games (which I'm sure I did!) and when I try to re-add the serial numbers it says they are "invalid"...
This is ridiculous.
Now that I can login, however, it says I haven't subscribed to any games (which I'm sure I did!) and when I try to re-add the serial numbers it says they are "invalid"...
This is ridiculous.
Rebelor
I am now thoroughly annoyed, i sent them the initial e-mail and got a response.
The response was give us all this info name, address and keys, ect. I reluctantly provided it considering it was an unsecured internet. I got the response------your e-mail wasn't formatted properly. I am so blessed with dealing with dumb-asses.
The response was give us all this info name, address and keys, ect. I reluctantly provided it considering it was an unsecured internet. I got the response------your e-mail wasn't formatted properly. I am so blessed with dealing with dumb-asses.
martinross
There is a link in the email, that states 'To avoid e-mail delays, you can click this link to update your question using our support site.' Try to use that one instead, it worked for me.
aptco09
Sounds like everyone is having the same issues..If it's not straight forward they seem to be at a loss to resolve.
After 3 separate Email reply (from different GM ) I got a fourth 3 days ago ....
" Thank you for updating us!
I am escalating your ticket for further assistance, and someone will be in contact with you as soon as possible. "
and no reply since.
After 3 separate Email reply (from different GM ) I got a fourth 3 days ago ....
" Thank you for updating us!
I am escalating your ticket for further assistance, and someone will be in contact with you as soon as possible. "
and no reply since.
Minako Sawai
Be sure to quote the entire message each and every time so there is a complete transcript of what you've said and their responses. That will help whichever support person that gets it, assuming they'll actually read it. That is why I singled out Bridgette (or Julie, the helpful message lists both actually) for being the only support person that actually read my messages and was thus able to send the exact information I needed to get things working.
If you are having problems getting help via email (like the standard "we reset your password"), the first response I got from support did mention:
"If you don’t have this information, please reply and include a phone number where we can reach you and a convenient time for us to call, and we'll do our best to help solve the problem."
So, you might try replying again with just that info and keep doing it until you get some help? Worth a shot. At the very least I'd keep sending something once a day if they aren't responding.
If you are having problems getting help via email (like the standard "we reset your password"), the first response I got from support did mention:
"If you don’t have this information, please reply and include a phone number where we can reach you and a convenient time for us to call, and we'll do our best to help solve the problem."
So, you might try replying again with just that info and keep doing it until you get some help? Worth a shot. At the very least I'd keep sending something once a day if they aren't responding.
Anon-e-mouse
In my case I got the storage update for my main GW account. But I am completely and utterly unable to add any more accounts to the PlayNC account, so they can get the storage pane as well.
After a couple of mails, and a password reset I WASN'T ASKING FOR AND DIDN'T NEED, I get an 'escalated' reply giving me step by step instructions on how to add another GW account.
The only problem is, I ALREADY TOLD THEM IN THE ORIGINAL E-MAIL, that I'd already followed those instructions and it didn't work (and still doesn't). And yes the account details of the GW's account were entered correctly.
ARGH!!
After a couple of mails, and a password reset I WASN'T ASKING FOR AND DIDN'T NEED, I get an 'escalated' reply giving me step by step instructions on how to add another GW account.
The only problem is, I ALREADY TOLD THEM IN THE ORIGINAL E-MAIL, that I'd already followed those instructions and it didn't work (and still doesn't). And yes the account details of the GW's account were entered correctly.
ARGH!!
The Little Viking
well, its been 10 days sinse the actual update.. and I still cant get the free storage. I have put in several tickets on the issue, and each time all i get is a response saying that my password has been reset to xxx. When i get to the store and go through the proper motions, i get "this account is already linked etc...". On every support ticket have have emphasized that I do not know a log in name or a password sinse nether my game log in or the password the tell me works...let alone the fact that i have never had an account at this place. Im just hoping that with time they will make it so those of us that are STILL having problems can eventually get the storage. Why does it seem so wrong to have so much trouble for something that could have been so simple to implement into the update? Maybe NOT simple, but who ever took the time to put in the little gift box in the storage, could just as easily (maybe not as easily) put in the open storage tab, or made it so we had to talk to the agent....Oh well.. just ranting. Forgive me please.
xmfd
Quote:
|
Hello Adam, Thank you for contacting the Guild Wars Support Team. I am escalating your ticket to our Guild Wars senior staff members to assist you further. Due to the high volume of tickets, response times may be delayed. Once they have reviewed your question, one of them will contact you shortly. Regards, GM Jessica The Guild Wars Support Team |
Slabby
An extra storage tab isn't even worth it. I'm sick of all this BS witch NCsoft support !
distilledwill
I actually drunkenly contacted them one night trying to explain my situation, then I submitted a ticket the next morning. They emalgamated the two tickets, told me my account name and reset my password - very prompt, to the point and useful. I have no qualms.
felinette
Quote:
|
Originally Posted by Anon-e-mouse
After a couple of mails, and a password reset I WASN'T ASKING FOR AND DIDN'T NEED, I get an 'escalated' reply giving me step by step instructions on how to add another GW account.
|
Anon-e-mouse
Quote:
|
Originally Posted by felinette
Would you mind sharing those steps? I'm in the same position--trying to add additional GW accounts to my NCSoft account, but I keep getting "Invalid Serial No." I want to make sure I'm doing it the right way before opening a ticket.
|
If you would, please go to the Guild Wars section of the NCsoft Store, select Xunlai Storage Pane and click on the Buy Now button. You will then be given the option to choose a Guild Wars account already integrated in your NCsoft account or to "Link & Select Account". The second option will allow you to integrate a Guild Wars game account into the NCsoft account. There will be no need to enter your access keys at all.
Please keep in mind this will work for every account that is not integrated already into an NCsoft account.
End copy/paste ---
After all my ranting above, the answer to my problem was actually on the wiki. My GW password was 16 characters long. The PlayNC website password box is apparently limited to 14 characters. And therefore they won't match.
I had to change my GW's password to a shorter one, but once I had done this, I was able to link the accounts fine.
felinette
Quote:
|
Originally Posted by Anon-e-mouse
Start copy/paste ---
|
That worked for me. I was trying to link my other account through the Account Management "Use a Serial No." I find it interesting that if you're "buying" something, it's easy to link your account without access keys. There doesn't seem to be an easy way to do it, otherwise.
Slabby
So I just send a second ticket and this is what I got :
Hello xxx,
I have combined all information regarding your issue on this single support ticket. The City of Heroes Support Team will respond to this ticket to provide assistance.
WTF, city of heroes ???? C'mon you got to be kidding me.
Hello xxx,
I have combined all information regarding your issue on this single support ticket. The City of Heroes Support Team will respond to this ticket to provide assistance.
WTF, city of heroes ???? C'mon you got to be kidding me.
Rebelor
Quote:
|
Originally Posted by felinette
Thank you so much!
That worked for me. I was trying to link my other account through the Account Management "Use a Serial No." I find it interesting that if you're "buying" something, it's easy to link your account without access keys. There doesn't seem to be an easy way to do it, otherwise. |
Karate Jesus
As I said earlier, I received an initial response, re-wrote them with all my information, and hadn't heard back.
Well, now it's been 7 days since I've heard from support. I'm willing to bet money that they don't resolve all of the issues before the "special free" pane's availability goes away.
/sigh
I can't believe I actually got my hopes up for this.
Well, now it's been 7 days since I've heard from support. I'm willing to bet money that they don't resolve all of the issues before the "special free" pane's availability goes away.
/sigh
I can't believe I actually got my hopes up for this.
Gli
I'll sigh along with you.
Anyway, I was going to spend $50 on GW, I've put that on hold until my account troubles are fixed.
Anyway, I was going to spend $50 on GW, I've put that on hold until my account troubles are fixed.
Regina Buenaobra
Our customer support team at NCsoft continues to work through their very long queue of support tickets. Many individuals have exceptional cases, so it is taking a bit longer to get these account squared away. We apologize for the delay and thank you again for your patience.
Just to remind you, or let you know in case you weren't already aware, our Support team in Europe does not work on weekends, and today (May 4) is a Bank Holiday, therefore these factors may have also affected how quickly they're processing tickets in Europe.
Because of the large volume of tickets, the Support team for GW is also getting help from representatives who work on other games.
If you have any issues with your account, as mentioned by others in the thread, providing the following information would be very helpful (though not a requirement):
• Your name
• Your game account name(s)
• Your (physical) address
• Your birth date
• Your access keys (if you have any of the 25-digit keys, which would be super helpful – if you can attach a scan of any/all keys, that’s even better!)
• The last four digits of the credit card(s) that you used in the in-game store
For fastest service, we recommend sending communication using the email account that is the player's game username (if possible).
Just to remind you, or let you know in case you weren't already aware, our Support team in Europe does not work on weekends, and today (May 4) is a Bank Holiday, therefore these factors may have also affected how quickly they're processing tickets in Europe.
Because of the large volume of tickets, the Support team for GW is also getting help from representatives who work on other games.
If you have any issues with your account, as mentioned by others in the thread, providing the following information would be very helpful (though not a requirement):
• Your name
• Your game account name(s)
• Your (physical) address
• Your birth date
• Your access keys (if you have any of the 25-digit keys, which would be super helpful – if you can attach a scan of any/all keys, that’s even better!)
• The last four digits of the credit card(s) that you used in the in-game store
For fastest service, we recommend sending communication using the email account that is the player's game username (if possible).
Miss Puddles
I'm sure the support team is ready to tear their hair out by now. Thanks for keeping us updated.
Karate Jesus
Quote:
|
Originally Posted by Miss Puddles
I'm sure the support team is ready to tear their hair out by now. Thanks for keeping us updated.
|
This is almost insulting to the players and to the support team. It seems like there could have been many, much easier ways of implementing a free-storage pane giveaway into GW. Imo, they brought this on themselves.
Sorry, support team. Hope you guys get it done before the 31st.
Yang Whirlwind
I managed to finally get my storage tab after about a week of messages back and forth with support.
Asking for a digital picture of all my game keys were over the top though!
I work with photo manipulation professionally,- I you don't believe the codes in writing you shouldn't believe a picture of them either.
As it just so happens: they were of course all real!
Asking for a digital picture of all my game keys were over the top though!
I work with photo manipulation professionally,- I you don't believe the codes in writing you shouldn't believe a picture of them either.
As it just so happens: they were of course all real!
Karate Jesus
Quote:
|
Originally Posted by Yang Whirlwind
I managed to finally get my storage tab after about a week of messages back and forth with support.
Asking for a digital picture of all my game keys were over the top though! I work with photo manipulation professionally,- I you don't believe the codes in writing you shouldn't believe a picture of them either. As it just so happens: they were of course all real! |
Oh lord.....it's going to be a long next few weeks.
Gli
Yeah, it hasn't reached that stage yet for me it seems.
In preparation, I guess I better scan those keycards just in case.
In preparation, I guess I better scan those keycards just in case.
V??na R??nd??ttir
I am still hoping that NCsoft has not yet replied to my support ticket because they are still working on providing some way for Asian players like me to use their shop at all (for anything GW related not just the free storage), though I am still fearful that it could mean nothing is happening.
(I have no problem with account name or password, or with NCsoft site access, but no options to buy anything from the GW store appear for me because my IP address shows I live in Hong Kong.)
(I have no problem with account name or password, or with NCsoft site access, but no options to buy anything from the GW store appear for me because my IP address shows I live in Hong Kong.)
Thargor
Why would any of you waste your time with support tickets?
Support tickets are the slowest, most ridiculous means to get anything done.
If you search the ncsoft support site there is a PHONE NUMBER that you can call for support.
I called this number, I had forgotten everything about my account, the email, login name, password, everything.
After answering some very basic questions, providing one of the access keys on the account, and talking nicely to the very nice person on the line he reset my ncsoft account, changed the email, password, and had me in the store grabbing my free storage tab within 15 minutes!
I can not stress how easy and excellent the support i had over the phone was.
Including time spent on hold (they even tell you your position in the queue) i spent a total of 21 minutes from the time i picked up the phone to the time i had my new storage pane ingame.
Go ahead and file a support ticket as suggested above if you feel like wasting your time with a long drawn out process of waiting, or phone it in and be done with it in less than a half hour.
I think you all can figure out the way to go here.
Support tickets are the slowest, most ridiculous means to get anything done.
If you search the ncsoft support site there is a PHONE NUMBER that you can call for support.
I called this number, I had forgotten everything about my account, the email, login name, password, everything.
After answering some very basic questions, providing one of the access keys on the account, and talking nicely to the very nice person on the line he reset my ncsoft account, changed the email, password, and had me in the store grabbing my free storage tab within 15 minutes!
I can not stress how easy and excellent the support i had over the phone was.
Including time spent on hold (they even tell you your position in the queue) i spent a total of 21 minutes from the time i picked up the phone to the time i had my new storage pane ingame.
Go ahead and file a support ticket as suggested above if you feel like wasting your time with a long drawn out process of waiting, or phone it in and be done with it in less than a half hour.
I think you all can figure out the way to go here.
Grammar
I emailed support the requested info (including all keys) today, and the issue was resolved in mere hours.
The whole back-and-forth support process took only 4 days, and now both of my accounts have the free storage pane. More importantly, I have my master account information in case it's needed for linking GW1 and GW2.
Needless to say, I'm quite pleased with my first experience with NCSoft support. I'm sure it helped that I'm a bit of a pack rat and kept all 8 of my game keys (2 accounts, 4 campaigns each).
I feel for those who are experiencing longer wait times or are running into problems with not having all the CD keys.
Some clarification on the GW1-GW2 link issue would be helpful
Specifically, will the NCSoft master account be needed to link GW1 and GW2?
If Regina could answer this question for us, then we'll know what the stakes are for people still trying to get this issue resolved.
If the answer to the above question is no, then all that's at stake here is a free storage pane, which (for me anyway) isn't that big of a deal. If the answer is yes, then the stakes could be HUGE and the issue becomes much more pressing.
The whole back-and-forth support process took only 4 days, and now both of my accounts have the free storage pane. More importantly, I have my master account information in case it's needed for linking GW1 and GW2.
Needless to say, I'm quite pleased with my first experience with NCSoft support. I'm sure it helped that I'm a bit of a pack rat and kept all 8 of my game keys (2 accounts, 4 campaigns each).
I feel for those who are experiencing longer wait times or are running into problems with not having all the CD keys.
Some clarification on the GW1-GW2 link issue would be helpful
Specifically, will the NCSoft master account be needed to link GW1 and GW2?
If Regina could answer this question for us, then we'll know what the stakes are for people still trying to get this issue resolved.
If the answer to the above question is no, then all that's at stake here is a free storage pane, which (for me anyway) isn't that big of a deal. If the answer is yes, then the stakes could be HUGE and the issue becomes much more pressing.
Gli
Woohoo! I got fixed this morning.
Free pane applied without any trouble and I bought 4 more while I was in the shop anyway.
Free pane applied without any trouble and I bought 4 more while I was in the shop anyway.
Lyger
I got my account details sent to me today, and now have my free storage pane. Hurrah!
V??na R??nd??ttir
I finally got an official reply to problem about not being able to access the NCsoft store today.
I live in Hong Kong, so that presumably means no players resident in Asia (or perhaps 'only' China, Taiwan, Hong Kong and Macau?) should get their free storage pane for any of their accounts, even if their accounts are European or American, unless they 'cheat'.
Quote:
|
Subject NCSoft Store missing options Discussion Thread Response (Senior GM [name removed])05/07/2009 03:32 PM Hello, We do apologize for the delay in our response, but we are currently experiencing a higher volume of tickets than usual. Unfortunately, it is not possible to use the NCsoft Store from your region. If you wish to purchase upgrades for your Guild Wars account, we would recommend that you do so via the Guild Wars in-game store. Thanks for your understanding. Regards, Senior GM [name removed] Account Support |
Fitz Rinley
Congratulations Lyger, I am very glad you have gotten such a fast reply. One of the best members of my alliance, a stalwart and upstanding member of my country, has been waiting 12 days now. I am still watching, but it is not patiently. This entire issue was created by their system failure. They terminated his account because they created duplication issues through poor preparation and poor programming. Now all they can do is give people the run-around. Performance evaluation from this end - failure.
RedLobster
Quote:
|
Originally Posted by Amon Warrior
The NCSoft store is too restrictive. Please make the promo also available in the In-Game store as well!
I can't get access to the store because I'm in the wrong region of the World (China) and therefore I'm blocked from buying anything from it. The other problem is: do I still remember my NCSoft account password? What a messy, messy exclusiveness this is... |
I entirely agree. The free storage is being hyped as EVERY GUILD WARs player will get this free storage if linking their account to the NCsoft site.....there was nothing in the advertisement saying....unless you are playing out of China, Korea (where I play out of) or Thailand, etc.
This sounds like a classic bait and switch, a scam, FALSE ADVERTISING. I usually buy all of the add ons from The Guild Wars store. How about giving the free pane of storage to each player purchasing at least half of the advertised add ons from the Guild Wars store as it appears that the NCSoft people are prejudiced against Asians.
Regina Buenaobra
For anyone still experiencing issues or may in the future contact NCsoft, if your game account has already been linked, but you have forgotten the details, please do not create a new NCsoft Master Account. If your game account has already been linked, creating a new Master Account will not help, and NCsoft will not move your existing linked account to the new Master Account. As a general rule, unless there are problems with other Master Accounts, the team will not move or merge Master Accounts upon request. The ticket queue is still quite large, and these requests to merge Master Accounts is creating additional work for the team. The NCsoft Suppport Team is seeing an increase in the creation of unused Master Accounts. If you have forgotten your Master Account information, you just need to provide Support with some standard information to verify your account ownership: name, game account name(s), physical address, birth date, access keys (scanned is best!), last 4 digits of credit card used in the in-game store. If you feel uncomfortable sending this much information, Support can still help you. All information is kept confidential. For faster service, if at all possible, please send the ticket using the email account that is your game account name. Thanks, and we apologize to the players who are still waiting on Support.
Regarding access to the free storage pane promo from certain countries in Asia. I have PMed the players playing from HK and other Asian countries privately, with this information: Please contact the customer support team and they will assist you in getting your free storage pane. Additionally, we are working with the Billing Team to allow our players from Hong Kong and other areas in Asia to have access to the English NCsoft website.
Regarding access to the free storage pane promo from certain countries in Asia. I have PMed the players playing from HK and other Asian countries privately, with this information: Please contact the customer support team and they will assist you in getting your free storage pane. Additionally, we are working with the Billing Team to allow our players from Hong Kong and other areas in Asia to have access to the English NCsoft website.
Apollo Smile
Thank you for the info.
Odinius
Quote:
|
Originally Posted by Karate Jesus
As I said earlier, I received an initial response, re-wrote them with all my information, and hadn't heard back.
Well, now it's been 7 days since I've heard from support. I'm willing to bet money that they don't resolve all of the issues before the "special free" pane's availability goes away. /sigh I can't believe I actually got my hopes up for this. |
Don't lose hope