Subscription and Account Issues Resolved

haikai Profile Options #71

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haikai on 05/04/2012, 11:31 PM - view
Not sure where to post this... I put in a support ticket and haven't gotten a response, and I was also in queue for Live Chat for over 5 hours only for it to finally tell me that it couldn't find an agent and kicked me to the back of the line.

I bought a physical CE from Amazon. Apparently I missed the checkbox option to receive the game on May 1st so now they're telling me I'll get the game on May 8th. My "trial" has ended and I have no game code to put in other than the promo code Amazon gave me for beta access (which no longer works). Can a GM or anyone with the power please extend my trial period until the 8th? Or at least long enough to let me play over the weekend? I know you're all swamped, but any assistance will definitely be appreciated!


Just wanted to quickly update on my issue: I was finally able to connect with a GM for assistance on Live Chat the second time around and they were kind enough to add enough game time to my account until my physical copy gets here (thank you, Kitten!). The queue for support takes forever, but I realize they're doing the best they can. Everyone here has different problems with their account, but I think things will work themselves out with a little patience. Good luck!
Wiznuke Profile Options #72

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Wiznuke on 05/05/2012, 02:31 AM - view
we are still paying customers, but if someone breaks their rules it's a different matter, short answer they arent able to BAN anyone for no valid reason.


update, managed to get some support via online chat as a result my problem has been resolved.

sigh...., the queue for online chat was something like 6-7 hrs....., unfortunately email support was just a standard copy and paste response, if they had jumped into my account it would had been fixed yesterday and not make me use the online chat.

just glad that this has been fixed.

Boelcke Profile Options #73

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Not fixed
Kwona Profile Options #74

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Kwona Lvl.60
Mount Tyrannas (PVP)
Elin Sorcerer
Boelcke on 05/05/2012, 04:29 PM - view
Not fixed


^ This
Haavock Profile Options #75

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fixed for one day then not fixed again back to time expired
Tridle Profile Options #76

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Not fixed. Not happy.
Dyspersion Profile Options #77

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Not fixed for me. Failed payment pop up with 3 different cards. Called my CC company. I was told no issues on that end. Still upset that I have paid $50 for a game I can't play. I hope this gets fixed soon.
kOVN Profile Options #78

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Elleon Lvl.60
Tempest Reach (PVE)
High Elf Warrior
Account
Type: Standard
Status: Active
Subscription
Status: Expired

time ingame: 1 day
2 day waiting for something.


pd: NCsoft > EME
Hallvar Profile Options #79

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Email I got..........

Dear------------,

We have reviewed your order for TERA and have removed the block that was preventing your purchase. You will need to go through the checkout process again as your initial order is no longer valid. Please go to http://store.enmasse.com and follow the purchase instructions there.

You may have guessed that this is an automated mail. To update your existing ticket with En Masse Support please visit http://tera-support.enmasse.com, and click on My Support Tickets where we promise a human will reply.

Thank you,

En Masse Customer Support
http://tera-support.enmasse.com

Still doesn't work and I'm getting on the fence of giving it up now I have to wait 3 - 4 hours again in order to gain service and setup a subscription?!

Give us the damn free days till this crap is fixed seriously, I'm starting to get more than pissed.
ifrits Profile Options #80

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Seriously they just need to add Game Time Card, it would help out with so much issues players having. I keep getting the "Payment Authorization Failed" error when trying to subscribe. I was able to get into contact with a GM on forum, and was kindly given time while they fix this issue. But that's about to run out too in couple days, and no update on this. Wish they fix it soon, or just add digital Time Card or something to fix it.