Payment Method Registration Errors [Error Code 401 and 601]

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Zitat von Caeylen

The solution to my issue:

I bought a Ultimate Game Card which did not work (neither did paypal or my CC). I contacted the UltimatePay company (from the link on my error message) and they confirmed that they saw the transaction, but it was denied. They then manually drained my card and added the Crysta for me, and my account is now accessible.

Also, if you wish to contact chat support, then you have to go through the FFXI support page. This seems a bit backwards.

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This is completely ridiculous... I agree. Also, I live in South Korea too ^^

Since my thread was deleted I'll post this here.

Here is the following log of a tech support conversation I had with this grade F tech agent. I suggest you get a better hold of your agents SE or you're gonna start to lose many more clients than you already have.

tl;dr people. This is basically me asking for support for a known issue and even while I asked for a supervisor to handle my case he removed me from the conversation.

If a developer catches this and sees it fit as feedback and needs my ticket to provide further proof, feel free to ask for it

Agent Thomas A: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: Hello.
You: Ok.
Agent Thomas A: In order to properly assist you I will need to verify the account in question. Please provide me with the following information.

Name
Date of Birth
Email
Address(Including City/State/Zip)
Deleted because of sensible information.
Agent Thomas A: What information were you trying to change?
Agent Thomas A: Ah, unfortunately, a region cannot be changed on an account under any circumstances.
You: I'm trying to change my region to united states so I can process my payement.
You: Hmmm.
You: So then Thom, mind if I call you Thom, Thomas?
Agent Thomas A: I do not mind.
You: Cool, thanks Thom.
Agent Thomas A: Was there any other issues that I could assist you with at this time?
You: I'm having an issue right now then, there is now way I can pay my account. I'm using the same credit card I used to pay my account the first month but now since the CC was out of funds the day the payement proccesed the account got cancelled. Now, the money is available in my account and I already used it to pay my other account but the region on that other one is United States so I went ahead and payed via Crystal with my VISA.
You: But, when I go on and pay this account, it's denying my CC info, even though it's correct.
You: I'm wondering if there is any way you can assist me in order so I can enjoy the product I purchased.
You: I also cannot pay via Ultimate thingy or a timecard because the option is not allowed for my region which is Puerto Rico even though Time cards are sold in Puerto Rico.
Agent Thomas A: Unfortunately for this case, there was a decline due to security purposes and due to suspicious activity there was a block placed on this billing method, this block can last up to 30 days. I am unable to provide assistance in changing this or clearing the block. There are plans to make Puerto Rico available for Crysta use but unfortunately, you would need to wait until that becomes and option or wait for the block to come off of this account.
Agent Thomas A: Are there any different issues I can assist you with right now?
You: give me a sec
You: Is there any way I can provide any sort of information so this ban can be lifted now?
Agent Thomas A: There is not a way to lift this block.
You: why was this block implemented if the transaction came from the same IP this account is being used on all the time?
You: Well one of the three locations I use the account to play
Agent Thomas A: Unfortunately, there would be no more information that I could provide outside of what was given. I would not be able to go into details as to why the transaction was declined, only that it was.
You: Then how am I supposed to enjoy the product I bought
Agent Thomas A: Unfortunately, I have provided you with all of the information that I can provide. There was a decline due to security purposes and due to suspicious activity there was a block placed on this billing method, this block can last up to 30 days. I am unable to provide assistance in changing this or clearing the block. There are plans to make Puerto Rico available for Crysta use but unfortunately, you would need to wait until that becomes and option or wait for the block to come off of this account.

Agent Thomas A: Was there any other issues I could assist you with at this time?
You: Can you direct me to your supervisor?
You: Or any higher ranking officer than you?
Agent Thomas A: I am seeing if one is available, but for this case, there would be no further information to provide.
You: Thanks. It won't matter, I still would like to talk to him though.
Agent Thomas A: Unfortunately, there is not a supervisor available to speak with at this time as there is no way to lift a block on an account once it has taken place.
You: Is there is no supervisor available or I'm not being directed to one because the question doesn't seem fit for a supervisor?
Agent Thomas A: I have already provided you with a resolution to this issue. As it seems you have no other new issues I can assist you with, I will be removing you from chat at this time.
Agent Thomas A has disconnected.



Attaching Images for further proof and not trolling.

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After my trial ended as of two days ago I decided I'd wait until new saints wake before I renew my sub, After going through the process of renewing the sub I ended up with a bunch of different errors and one time it even said the site was down for maintenance I've gone through the process twice now and I am outraged at how bad your service is, Fix this! I'm missing out on valuable event time because of your stuff up! And as for phoning the banks? Not everyone in the world can afford a phone especially on my salary and as people have stated This is your screw up not theirs.

The funniest thing is a lot of other MMO's even more successful than XIV had no history of service bugs or troubles Because unlike XIV they listen to their community These super slow responses are atrocious.

I'll just take my money elsewhere if this keeps up.

Ok it finally accepted my payment, I live in Puerto Rico which is one of the "crysta unsupported" regions. A little background... I was a 1.0 player (non legacy) and when my free trial expired I tried to add my credit card and it failed with all the errors you get, I also could not buy crysta or anything else in my region so basically CC was my only option. I play on PC so to be able to keep playing i registered a PS3 code from a copy i had also bought for my PS3, and got an extra 30 free days. After doing that, I re-registered my CC through the account management page before setting it up in the mogstation, don't know if that matters, also, this was a new card as my previous one got stolen. Everything was setup nicely and it seened like everyhing was ready for my card to be charged when my trial expired and i got an email saying so. Today my trial expired and I was expecting there would be some problem with the card but to my surprise i woke up to see a $41.97 transaction on my card for 3 months and everything was fine, my friend who also lives in PR managed to sign up just fine as well, so the problem might have been fixed and those that can't sign up is because of the 30 day block?

Yesterday I tried to pay my subscription and got 401 error three times in a row. So I looked into my online bank client. There were three succesful payments 1 euro each. And there were three blocked payments 10.99 euro each (entry subscription fee). I called to my bank. They said that info of my debit card was wrong. Either CVV code or valid thru period was entered wrongly. That's why they blocked payments.

My guess is the following. When you try to pay your subscription fee there are two stages in the process. Firstly you enter your card info in the form. If you enter it correctly SE checks your card, takes 1 euro from your account and tells you that everything is OK and that your payment info is stored in their database. Then you are asked to confirm your payment settings and press Next button. At that moment SE tries to take subscription fee from your account. But they don't send info you've just entered on the form (which is correct). They send it from their database.

I think that SE corrupts your payment info either when they store it in database or when they send it from their database to your bank. SE please check these processes.

Okay. I checked my bank and the $7 have been rescinded. Although, I am still stuck on how the heck I am suppose to play and "pay" this game. Guess I'll look into my other games for now to entertain myself. I wouldn't be surprise if this takes months to fix the credit card issues which is such an easy payment option to straight up enroll in this monthly payment of an MMO game... BULLOCKS!

I had the 601/401 error and came here for answers.

Here's what helped:
- At first I was trying for my work place which for some reason doesn't help.
- When I tried from home, I was able to get one step further in paying with my CC, but got 401 instead of 601.
- I read people could buy Crysta using Paypal but I couldn't find where until I selected UltimatePay as a method of payment for Crysta. UltimatePay accepted more means of payment (including Paypal) so I went ahead with Paypal and was able to add Crysta to my account that way and then pay my subscription using Crysta.

Hope this helps someone (although I know it can't help you guys in regions where Crysta is not supported...)

I initially set-up automatic payment with a $50 visa gift card before my free subscription expired. Once my free subscription expired, I got error 401. I tried again the following day using the same card twice and still got the same error. Then I called the card's financial institution to find out what has been withdrawn and found out $1.00 was withdrawn for each of the 3 attempts but the subscription payment was not. How can they withdraw the cc processing fee and not be able to withdraw the payment? Can someone shed light on that?

Error 601 is from GlobalCollect. Apparently, you cannot try to pay for your account from an IP that is not in the region you purchased...or at least I assume that. I constantly get error 601 which my bank does not even see a charge being requested. After learning that, I used my connection at work to route out of an ISP we have in the US and this time it went through, however now I'm stuck with error 401. Ultimate pay site is not working either...and I have called my banks (yes plural) and they all said they are authorizing the $1 charge but that is all that is coming in. I currently have over 20 $1 pending charges.

I never had trouble with any MMO to pay for sub. FFXI I had a bit of a hard time figuring the POL system but eventually got it working. This however has to be the most frustrating ever. I was ready to uninstall my game last night and call and dispute the digital download charge for the game as well, but I decided to sleep on it and try again today. Well here I am having problems again, but I guess the nice thing is knowing there are 73 pages worth of people sharing my same pain. I will wait it out at most 3-5 more days. I contacted SE helpdesk via email and they are absolutely worthless.

Lastly, SE, it would really help you if you explained the error correctly and descriptively. With both errors I kept seeing something about my options and thought I had something on my side that I did incorrectly. Wasted a lot of my time trying to figure out what options I was missing and then realized my charges weren't even hitting my bank. If the errors were clearer, I promise you...you wouldn't have these frustrated people yelling at you. And lastly, don't ever blame us for your poor planning. Most of us understand that with any new MMO launch, there will be issues that blow up, but when you send out emails saying this is our issue etc, its absurd and bothering and you will definitely lose your fan base and players if you continue that crap. You are lucky that users are trying to find work arounds with things like ultimate pay and getting game cards while you fix this issue, but you seriously cannot keep up this crap with bad service esp with a broken product. You guys should do all in your power to save users such as Aldehido. Hiding it will only make us angrier.

This is THE worst customer support service in gaming history, As stated earlier I still cannot get in so I said screw it all and returned to a previous mmo which I couldn't play for a year as I was hacked but after I figured out the new system (5 minutes) I sent away a support ticket 5 minutes later? A GM contacted me told me he understood asked for a little more information before he can finalise the process and I reply with the information, twenty minutes later? I've got my account back and they even set up my own support account in case it happens again!

THAT'S CUSTOMER SERVICE!
Did I mention the game is even more popular monthly than XIV? And not one technical complaint! It's shocking this game is even still running with customer service as awful as this, Take your thumbs out of your asses and help your customers!

AND QUIT BLAMING YOUR CUSTOMERS FOR YOUR SCREW UP!

And those purchasing crysta etc I understand you want to play, But finding a loop around Isn't going to solve this problem while It's harsh the more people struggling with this issue the more likely It's going to be solved!

a measly 700+ people is nothing compared to the billions (Figure of speech) of players currently occupying the game so they don't see it as an issue but the larger that number grows the less likely they'll be able to avoid it like they are.




I'm even more bewildered by the fact that this is at the top of the page in technical support and not one reply from SE How hard is it to click on a damn thread that you started!?!?!?!?

Error 601 is from GlobalCollect.

I had not known Global Collect was involved when I tried to sub. Once I found out, I switched to a different browser because Global Collect just never seems to work with firefox. I play another game which uses that company and have never been able to successfully buy time while using FF browser.
So maybe some of you are using FF?

Finnaly after a long time, i decided to try crysta and ... works for me!
like someone, i choose to try crysta paiement which is a little more complicated (longer than usual conventional paiement) but secure and safe.

first, buy crysta. That means you need to know the number of crysta you need. Each duration subscription is different and the number is different for everyone, i mean, it really depends on your currency money and then your country. So, i bought 180 days (for me equal to 6594 crysta).
to buy them, i go to crysta and "add crysta". I choose Ultimate paiement and VISA to pay. You fill the fields they ask in a little opening window, and after done that, the transaction is complete. Now you got your crysta and the 1st step is done.

2nd step is to use your crysta to subscribe your duration. and it has to be done easily with no problem of error 401 nor 601. It says at the end that the subscription is done and now you can play.

It worked for me, i hope it will for you...even if the problem is absolutly not resolved at all. I payed via a different method (way) to achieve it. But it's obviously not permit to got a such custom service which doesnt help at all the customers and that everyone's waiting at the door on the game who cannot ever play at all!!!

in response to the 2 posts above me. i've tried using FF, Chrome, and IE none work. Others have had the same experience, did not matter which browser they used. As for the Crysta option... many people including myself do not have that option available. Some people it is because it is their region and Crysta is not offered in that region so even the Ultimateplay Card work around will not work. However for me it's because SE though in their Software License Agreement they recognize my region as NA, they only recognize it in word but not action. Which I think is some kind of lawsuit? I mean it is stated in their Software License Agreement that it is a binding legal agreement. So if we have to abide by shouldn't they live by their own words and abide by it as well? But as the evidence speaks for itself, they do not abide by their Software License Agreement.

I have heard it recommended to use FF but disable the noscript add-on. It seems to work for some people but I'm still searching for my own solution.

So, only Ultimate pay is our way out to pay this subscription game??? I am doing that now and trying to contact them, since I spent 8000 Crysta and it got rejected through pay pal. This is atrocious! DOES IT HAVE TO BE THIS HARD TO PAY. Looking by a company view.. if I did input my card right once, which I did, I received that 401 error, then twice, another 401 error. Then had a VPN to switch me to U.S. I.P address and failed again resulting in a 601 error.... I have a formula for this: [getting sued>fans of the game] - [no fans*crap service & paying in a different country] = GTFO of this game and don't waste my time/Go play another game or MMO and don't come back to another SE game because our fraudulent payment system is god. This is the reason I quit FFXIV 1.0... I couldn't even pay the SUB!

I do not know anymore... While I was still in the US I bought my softcopy game legally and played the game with no problem. But halfway through the game I had to move to Shanghai for work indefinitely. Is this why I cannot subscribe? Because I am in China? I have tried every single way said on this forum and none of them work.
Visa
Mastercard
Crysta with Paypal
I even got a relative to try and subscribe for me back in the US and that did not work either

... I spent money on this game. I even bought the collector's edition. Should I be getting a refund? I do not have the luxury of time to spend hours waiting for support that does not come, I have a pretty hectic job and I just want to come home and play FFXIV ARR which I have played since beta testing.

And I cannot even change my region to where I am now. What is up with that?

Had the issue for about 2 weeks, trying every few days, either got 401 or 601. using either Mastercard or Visa and even trying to obtain Crysta with Paypal with no luck. Decided to try AmEx and surprisingly it worked, on two accounts even. Just wondering if anybody else tried using AmEx and having it work or not work?

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Zitat von At_en_grey

Had the issue for about 2 weeks, trying every few days, either got 401 or 601. using either Mastercard or Visa and even trying to obtain Crysta with Paypal with no luck. Decided to try AmEx and surprisingly it worked, on two accounts even. Just wondering if anybody else tried using AmEx and having it work or not work?

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I've always been trying to pay with AmEx and nope... I doesnt' work.

i miss ffxi... this game this team, this entire system is horrible,,, wasted my money buying this game :'(

I thought hey why not try again to re-sub.. Lo and behold they accepted my card as payment. The exact same card that was experiencing the 401/601 error prior.

Might as well give SE another chance..

thats cute n all saying give them another chance, maybe ill think about it if i ever got my help.. bcz im stilling locked for 15 days, and gamecards wont fkin work, plus i lost my vet rewards PLUS i lost my free transfer off my god forsaken realm, so if they fix this shit maybe i can think about giving another chance, until then im refusing to give my money to a company that dnt give 2 shits about me..

you guys are losing hundreds of people.. thousands more losing interest in the game and its entire messed up way of being.. you are way better off making it free once again until SE fixes the crap on there end,.. if i have to wait 15 days to unlock and dnt get my vet rewards back nor my free transfer im just quitting, you will not get my money.. and i know 4 other people who are going to do the same, and hundreds more who are going to follow out.. fix the game or simply make it free while you fix it..

i finally got in contact with the csr on phone and he was really cool about everything, apparently they literally have NOTHING to do, with unlocking accounts they have no tools they have NOTHING, he explained to me that it is difficult having people call in about this issue but he cant do anything at all, SE does not give them these keys and only for certain reasons unknown can a account be unlocked.. i was told my only option is to wait the days, as for the vet rewards they will reset, but are lost.. and the worl transfer is lost since i could not pay the game to let me in and use it.. so.. basically im quitting the game and encourage all others having these issues to follow thru make SE listen and stop bullying us.. WE ARE LEGION!, WE DO NOT FORGIVE, WE DO NOT FORGET! EXPECT US!!

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Zitat von Philtee

My conversation with tech support after waiting an hr on the phone to get disconnected and 2 hours for chat support:

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Wow great post, but sorry they aren't much help :(
Would it be possible to add money to your paypal account from your checking and then try using paypal to purchase crysta via UltimatePay? That way there would not be any credit card associated with the transaction?

i just quit if they dnt wanna fix anything they dont need my money, and i encourage all others to do the same, by doing so, you force them either make the game free for now OR fix the stuff right now, but i refuse to pay for nothing.

Anyone still having issues trying to sub.or is it just me?

This is beyond bad costumer service. I can't believe I'm still unable to pay, and SE is doing absolutely nothing to help us, or they are not telling us what they are doing to solve this. SE still blames THE COSTUMER who is trying to pay by any means possible. I purchased a game, and was awful (ver 1.0), supported the game this 3 years before ARR, participated in Beta 1, 2, 3 and EA. The game is awesome and when I finally want to enjoy it, SE refuses to take my money. I don't have access to crysta or gamecards, so I'm just left out of the game I purchased?! I think this stands for a lawsuit of something serious.

I had written a long post describing how I feel about this issue but SE apparently logged me off and that entire response was lost.

I am currently waiting on UGC to manually drain my card and apply it to my account to buy Crysta. Though I'll inform those in this thread if it works or not. If it does I have also contacted their customer support if we have to go through this hassle each time we want to subscribe.

SE stop acting like this is your first MMORPG because a lot of F2P games now have payment systems that puts yours to shame. I can also predict this being the Achilles heel to FFXIV as subscription based games are going the way of the dodo. I know Yoshida stated they needed money but when you don't accept the money literally being thrown at you it pisses your customers off.

Well I've told everyone I know to avoid this game due to the awful customer service I'd recommend you all do the same no sense paying these monkeys.

And I wish others wouldn't resort to the work around surely there are other games you could be playing, Stop making it easier for SE the more people struggling with this issue the most likely it will be fixed.
We should be able to pay like any other normal subscription based game. Using these work arounds decreases the people with the problem meaning less likely they will do anything about it.

Not that they could I mean they're too busy throwing their on crap around the office then helping their customers.
I even tried a lesser known game which while f2p I had an issue I wish resolved it wasn't even important just a simple question And literally in ten minutes they got back to me with the answer.

Meanwhile people are still waiting for a simple reply from SE

I can't stop laughing at how a game so obscure has better customer service than a game that holds the name final fantasy.
Honestly, Has anyone told a news outlet about this? the world needs to know.

^ This. I really hate how hard it is to play a simple game. I have done many methods and it's not pretty. It's really useless. SE needs to fix their payment system. I still can't play this game because of it.

When this game first came out, I really enjoyed playing it. Being in the military I am subjected to living overseas. I am guessing that since I registered on a JP IP address it is unable to accept my CC information. I have tried using US VPN. I ensured my information was all correct and have tried both mine and my wife's CC. I even waited two months for them to resolve this issue. Honestly I am one step away from snapping the game in half and never purchasing another great game like this from your company. YOU NEED to FIX this issue. You said you fixed it on SEP 3rd which was a lie. I really would like to play this game but I am unable to. And before anyone says use Ultimate Pay stop right there, because that company is a load of crap. I shouldn't have to rely on a middle man. SE fix it now!!!

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Zitat von Pendragon72

Anyone still having issues trying to sub.or is it just me?

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Has it been 30 days since your last attempt? I was having issues like all of you, but then tried again with my same card, and it worked.

I also had 601 error registering card, I assumed it was because my bank is in NA but I currently live in South Korea - so I tried using paypal through ultimatepay but I was surprised that even my paypal account was declined. Has anyone else had paypal account declined when purchasing crysta? It logs the transaction in my paypal history, but shows that it was cancelled by PlaySpan every time... I enjoyed the first 30 days, but looks like that's all I will be playing.

just tried to pay got the error 401. tried multiple cards they all have money tried to buy crysta and pay for it that way but unable to purchase crysta same error. no problem with my bank the problem is YOU SE. open your damn eyes and accept the fact that there is no problem with us the problem is YOU. the way i see it you dont deserve anyones money.

Okay..Now I am getting the 601 error here as well..My 30 days trial is ending in two days, and I wish to continue playing the game.
So far, it seem like SE doesn't very care about this...

Same deal here, trial period ended.. Upon activating new payment method receiving a 601. This is just a huge dissapointment that got even worse when SE tried to put the blame on our side / problems with financial institutions.

SE, you better fix this fast or it will result in a big disaster.

Solution found:
I was able to pay it on my workstation VM machine with pure Firefox(no plug-in whatsoever)
Is the same credit card which keep showing up with bunch 601 error on Firefox/opera/chrome/IE from my gaming machine.
Both my workstation VM machine and gaming machine are on the same network, but my workstation VM machine is running on Ubuntu.
BTW, I tried over total 20 times on my gaming machine..I am doubting if the 30 days block actually existing....

Somehow miraculously worked on iPhone's safari...
Oddly enough I got error 601 on the iPhone too, pressed back(below the error message) and it popped a different screen to confirm payment and it went through.

Error 11000?
Cannot find fix for this.

I have the ultimate game card..I just cant use it, when I click on add crysta, I select the amount and get directed to an error 11000 message then it logs me out.

I see other people in Australia have had this issue, Im NZ is it related to this?

I am a bit concerned seeing everyone complaints about how terrible the customer service is. I think I might end up using my game card elsewhere and cancel my account if they don't learn to take peoples money.....
If this is my fault by some chance, please explain this better then giving me some error code I cant track down the -- meaning of.

This is the first mmo I have ever played where the company doesn't know how to take peoples money...
seriously, fix your system please.

Omg its a freaking miracle!! Now Crysta is available for my country and could pay through Ultimate Pay! You guys should check if Crysta is available for you too.

Finally I'm back in game!