Payment Method Registration Errors [Error Code 401 and 601]

It's monday and still no communication that they are looking into this or even acknowledging there may be a problem. This is the most disgusting example of poor customer service.
Expected more from SE especially since this is essentially a RErelease.
But what I don't get is why there are no Japanese forum posts about this?

I too, am getting a 401 error every time I've been trying to upgrade my account to the collector's edition.
I hope this problem will be fixed soon, indeed, FFXIV:ARR is an amazing game, it would be a pity to see it
being ruined by a poor customer service.

However, I do hope that this issue will be solved soon.
The problem is not coming from the customer's end but SE's, I have been trying to purchase games on different websites with the
same card, and everything worked perfectly fine.

Also, from what I have seen, it isn't a 'small' group of customers, but a massive amount of customers, who are experiencing this.
The other part probably pays with game time cards purchased in store, which would explain why there isn't more people complaining
about it.

I wish you good luck and do hope to see this glitch fixed soon.
Have a nice day, -Kami.

This Problem is been Up around September 7

SE Do know about those errors and for my understanding its not their Fault and they will not do anything at all about the problem, sorry let me rephrase SE Cannot do anything at all to fix that problem at all, its GlobalCollect problem

GlobalCollect is a Payment Service Provider who collects, processes and reports payments on behalf of third parties such as product or service providers.

Should you have any comments or questions in relation to:

Delivery status
Cancellations
Receipts, confirmation e-mails, payments
The quality and quantity of the goods you have received
Purchased product or service

Then please contact the company from which you purchased the goods or services directly. However, if you would like to check the status of your credid card payment, you can do so online with your referral number here:

Check status of your credit card payment

Please note: Payment status check can only be performed on transactions processed in the last three months. For older transactions, please contact the goods and services provider directly. You can find their contact details on their website or your receipt.

SE need to change the company it use, and for now they wont do it at all.
your best option is to buy games cards and after use it to buy Crysta, then use Crysta ti buy time

that's my only option i have for now

Quote:

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Originally Posted by DFEGHALI

This Problem is been Up around September 7

SE Do know about those errors and for my understanding its not their Fault and they will not do anything at all about the problem, sorry let me rephrase SE Cannot do anything at all to fix that problem at all, its GlobalCollect problem

GlobalCollect is a Payment Service Provider who collects, processes and reports payments on behalf of third parties such as product or service providers.

Should you have any comments or questions in relation to:

Delivery status
Cancellations
Receipts, confirmation e-mails, payments
The quality and quantity of the goods you have received
Purchased product or service

Then please contact the company from which you purchased the goods or services directly. However, if you would like to check the status of your credid card payment, you can do so online with your referral number here:

Check status of your credit card payment

Please note: Payment status check can only be performed on transactions processed in the last three months. For older transactions, please contact the goods and services provider directly. You can find their contact details on their website or your receipt.

SE need to change the company it use, and for now they wont do it at all.
your best option is to buy games cards and after use it to buy Crysta, then use Crysta ti buy time

that's my only option i have for now

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I bought the game from SE. I don't care if they use X or Y for their services, i'm buying from SE, she should resolve this.

And for God sake, Crysta is not available for everyone.

So I get an email today telling me my subscription runs out in 6 days.. ok cool, lemme just grab my card and gladly give you my money SE.

Tried paying from mogstation: 601
Tried paying from the SE site directly: 401
Tried paying with crysta: 11000

So basically my money isnt good enough for you SE? I understand that being in a country from Central America has me outside of your super secret Crysta list, but where my money comes from shouldnt matter.

Why do you make it so hard to give you money? its Baffling how bad your customer service is, the way things are going, im not going to keep playing, not because I chose to, but because you SE forced me to.

Thank you for wasting my time SE. Have a good one.

4 or 5 days left....

so by next week there will be pandemonium within this thread...

of course that is if this issue is as common as it seems to be.

I got a email saying to contact customer support via phone or livechat (lol chat support) but I have this sinking feeling that I'm going to be met with some idiot that doesn't know Guam is a US territory and will automatically tell me that its a region issue or of the like.

Going to try calling at 3 or 4 am my time to get through to support only to likely be let down and told its my fault they can't take my money.

I almost feel like SE just stole an upward of 100 bucks from me since I bought a PS3 CE and a PC CE. Feel like an idiot at the moment for expecting better of SE.

Quote:

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Originally Posted by Guammasa

4 or 5 days left....

so by next week there will be pandemonium within this thread...

of course that is if this issue is as common as it seems to be.

I got a email saying to contact customer support via phone or livechat (lol chat support) but I have this sinking feeling that I'm going to be met with some idiot that doesn't know Guam is a US territory and will automatically tell me that its a region issue or of the like.

Going to try calling at 3 or 4 am my time to get through to support only to likely be let down and told its my fault they can't take my money.

I almost feel like SE just stole an upward of 100 bucks from me since I bought a PS3 CE and a PC CE. Feel like an idiot at the moment for expecting better of SE.

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Hey another Guam player... yeah I'm from Guam having the same issue as well and I'm a Legacy player as well and haven't been able to play since my Legacy trial ended. I've submitted 3 support tickets already, even quoting SEs Software License agreement for FFXIV where it states that Guam is part of the American Region, which includes North America, etc... It even states that their agreement is a legally binding agreement, so I'm wondering if this can go up another notch since they are not fulfilling their end of the agreement... I'm not sure though since it's their payment system that is screwing us over but either SE does not want to do anything, or can't do anything... idk? If you call and are able to find a solution please PM me, I'd like to know as well. I'm hesitant to call as their support number is not a toll free number and don't want to wait the 1 - 3 hours to talk to someone that will tell me it's fault, my banks fault, or any number of their canned response that doesn't accept any responsibility for the issue.

Oh and do you know if other Guam players are having this same issue?

This is the new e-mail I got from SE Support. Anyone got something like this:

We do not have information on why your transaction may not have been approved. If you are getting any sort of decline message, please wait 30 minutes, verify all of your billing information, and try again. If you would like further information about this specific transaction decline, please contact your bank or financial institution.
601, 401, and 105 means the financial institution may be declining the transaction attempt due to security reasons. While we are unable to see exactly why the transaction was declined, we can provide you with some guidance:
If the credit / debit card in question is 3D Secure, please make sure that you are inputting the correct 3D Secure PIN / password associated with it. Also, please be sure that 3D Secure is actually activated on the account.
Make sure that the card you're trying to use isn't already being used to pay for another account. Problems may arise if the an attempt is made to use the same card to bill two separate accounts simultaneously. If this is indeed your situation, please wait 24 hours between reactivation attempts.
Make sure that your card provider allows $1.00 preauthorization holds. This billing attempt is made in order to make sure that the account is valid for billing. After 1 to 2 business days, these funds will be placed back on the account. If your card issuer does not allow such preauthorization holds, you may want to contact them.
Please be aware that if the current credit / debit card you're using has resulted in either of the codes listed above, that card will be blocked from any further billing attempts for 24 hours. At this time, please try using another payment source as continued attempts using the blocked card will reset that 24 hour timer.
If you attempted this method of payment multiple times with a failed result, there is a possibility of a longer block being placed on the account. This block can last 30 days. If you have done this, you will need to use a different billing method.

Yeah this is a canned response that most people get. I got the same response as well. Stupid thing is they tell you after you submit a support ticket that your account may be locked for so many days. Why wasn't this on the screen that gave us the error? My account is probably locked for a few months because I tried many times with many different cards before I decided to submit a support ticket.

Quote:

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Originally Posted by Orion31

...Oh and do you know if other Guam players are having this same issue?

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So far, the ones I play with all have this issue. One of them has a friend that went and bought another copy of the game and registered it as US and was able to setup the subscription without fail. I find it stupid that I have to buy another two copies of the game in order to set it up so I can play. I read earlier that calling them to change the region doesn't work, but I'm likely to try that anyways. If we can't pay for the subscription then why the **** did they even bother to release the game here? The longer this goes on, the more I feel I have been stolen from or denied the advertized service.

I specifically like how there is zero comment or reply from devs or mods about this. It just further shows that SE doesn't care about the customer population with this issue. xx% can't play? oh well, that is less than 1% of total so who gives a ****, tell them its their fault and ignore it after. They'll all quit eventually.

Like I've said before though, another week and all hell is going to break loose when everyone else that has this issue starts jumping through hoops.

They won't change the region on your account. You can try having them transfer the game key to a new account but you'll lose your progress. Although I submitted the form to have them do that and I haven't heard back yet.

7 developer posts today none of which are on this topic. QOL updates? Vanity slots? F*ck sake we can't even play the damn game and are totally ignored.

Quote:

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Originally Posted by zeke181

7 developer posts today none of which are on this topic. QOL updates? Vanity slots? F*ck sake we can't even play the damn game and are totally ignored.

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because they don't give a ****.

Called them today on my lunch break...no wait, allow me to rephrase that:

Waited for SE support on my lunch break...on hold for a 70 minute period on a non toll-free call...yeah, **** you SE.

I am from Puerto Rico, and we are in the same boat as people from Guam. I guess square-enix doesn't know we are part of the US... I am a 1.0 player and the only reason I'm playing right now is because after 3 days trying to get my payment to work I registered my PS3 code which I had already bought a while back in case I ever wanted to play on PS3 and that gave me 30 extra free days... I recently registered a new credit card (the old one was stolen) and it let me register it fine, it says automatic renewal is set up with a credit card. I removed my old card information from the square enix management page directly (didnt go through mog station) like someone else had suggested then went to mog station and set it up. In the mog station it didn't ask me to input the credit card info again, I guess it already has it from the square enix management page, but it did recognize that the payment is a credit card... Here's hoping everything will be fine when my free 30 day trial is over...

So the way I see it, they can do several things to solve this:

• Like every other major MMO ive played, Paypal.
• Enable ultimatepay in other countries.
• Get rid of the piece of 5h!7 Global Collect.

So theres ways to fix this, but I think theyre gauging the amount of people with this issue, and rather lose some subscribers than to invest in improving their service.

In the end it looks like they dont care, specially when it wasnt until a few days ago that an entry for error 601 & 401 exist in the support section, even though FFXI players have hadthe issue for years. Error 11000, doesnt even exist in their support section.

I personally think they arent going to do anything, Im pretty sure they know about the existing problem, but they are not planning to spend money fixing it.

Its too bad really, I really liked this game. But this plus the way they handled the whole RMT Bans on innocent people & hacked accounts without a proper investigation really makes SE look terrible to me, and makes me think twice about actually giving them my money.

Quote:

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Originally Posted by Namir

I am from Puerto Rico, and we are in the same boat as people from Guam. I guess square-enix doesn't know we are part of the US... I am a 1.0 player and the only reason I'm playing right now is because after 3 days trying to get my payment to work I registered my PS3 code which I had already bought a while back in case I ever wanted to play on PS3 and that gave me 30 extra free days... I recently registered a new credit card (the old one was stolen) and it let me register it fine, it says automatic renewal is set up with a credit card. I removed my old card information from the square enix management page directly (didnt go through mog station) like someone else had suggested then went to mog station and set it up. In the mog station it didn't ask me to input the credit card info again, I guess it already has it from the square enix management page, but it did recognize that the payment is a credit card... Here's hoping everything will be fine when my free 30 day trial is over...

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I'm from Puerto Rico too. If you selected country as 'Puerto Rico' no, the system won't let you pay. It will let you register the card without a problem but come payment day the system will give you error 401. So unless you're planning on buying a new copy of the game each month :3 I suggest you create a new Squeenix account with country set as US (so you can pay with crysta) and start the game again. Or you can stay here with the rest of us in oblivion :)

Quote:

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Originally Posted by Ache

I'm from Puerto Rico too. If you selected country as 'Puerto Rico' no, the system won't let you pay. It will let you register the card without a problem but come payment day the system will give you error 401. So unless you're planning on buying a new copy of the game each month :3 I suggest you create a new Squeenix account with country set as US (so you can pay with crysta) and start the game again. Or you can stay here with the rest of us in oblivion :)

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Haha hell no, I'm not buying any other square-enix mmo, if they ever make another that is, after this experience. Anyway I just got done calling globalcollect customer service and they said that they do accept payments from all over the world and they don't have any regions or blocks depending on where the card is issued from so the problem IS square-enix as we all already know... The customer service representative told me to send an email describing the error to cs@globalcollect.com if I experienced it again after my free trial is over, and he encouraged everyone who is having the same problem to do so as well, include any relevant information, as well as a screenshot of the error he said... Maybe if they start calling square-enix and telling them of the error that will put some pressure on them to fix their shit.

Either that... Or maybe if everyone that's in a country where they are getting the errors and can't buy crysta files a complaint through the Better Business Bureau bbb.org (if I remember correctly Square-Enix has an "A" rating lol...) about how they sold a product in a country where you canmt actually pay for the product and how they are asking you to buy yet ANOTHER of the said product and change your registration so that it can actually work...

Quote:

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Originally Posted by Namir

Haha hell no, I'm not buying any other square-enix mmo, if they ever make another that is, after this experience. Anyway I just got done calling globalcollect customer service and they said that they do accept payments from all over the world and they don't have any regions or blocks depending on where the card is issued from so the problem IS square-enix as we all already know... The customer service representative told me to send an email describing the error to cs@globalcollect.com if I experienced it again after my free trial is over, and he encouraged everyone who is having the same problem to do so as well, include any relevant information, as well as a screenshot of the error he said... Maybe if they start calling square-enix and telling them of the error that will put some pressure on them to fix their shit.

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Just did this. Maybe they can do something for us.

Quote:

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Originally Posted by Wyverm

Just did this. Maybe they can do something for us.

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If Global Collect resolves our issues ill certainly be happy that we'll be able to play, but the fact that SE stayed with their arms crossed through the whole process is very disappointing.

Quote:

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Originally Posted by Mikeyeli

If Global Collect resolves our issues ill certainly be happy that we'll be able to play, but the fact that SE stayed with their arms crossed through the whole process is very disappointing.

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I'm only doing this because i'm a big fan of franchise, otherwise, if were another MMO i ever played, i had unistalled already.

Ya'll try again today, I almost gave up too (after 3 credit card, 1 debit card, crysta, ultimate pay, ultimate game card, paypal, all rejected), but maybe it's the beginning of the month? I just tried again with Paypal for crysta, and it magically accepted. I haven't played for 3 weeks, now I think I can login, let me go ahead and try.

Let me put my 2 cents in (since Square doesn't seem to want it anyway): me and my wife have FFXIV accounts (hers is legacy). I could pay for mine with my credit card. She cannot pay for hers with her credit card. Both cards are from the same bank, and have the same characteristics. Our bank has already assured us over and over again no attempt at charging has even been made on her card. Yet they charged my card just fine. So no, it cannot be the banking institution (her error is the 601).

I contacted support, explained everything above (in greater detail) and plainly asked them for help. Here's their response:

"Dear Customer,

Regarding your request for account support. Please find your answer below.

We do not have information on why your transaction may not have been approved. If you are getting any sort of decline message, please wait 30 minutes, verify all of your billing information, and try again. If you would like further information about this specific transaction decline, please contact your bank or financial institution.
601, 401, and 105 means the financial institution may be declining the transaction attempt due to security reasons. While we are unable to see exactly why the transaction was declined, we can provide you with some guidance:
If the credit / debit card in question is 3D Secure, please make sure that you are inputting the correct 3D Secure PIN / password associated with it. Also, please be sure that 3D Secure is actually activated on the account.
Make sure that the card you're trying to use isn't already being used to pay for another account. Problems may arise if the an attempt is made to use the same card to bill two separate accounts simultaneously. If this is indeed your situation, please wait 24 hours between reactivation attempts.
Make sure that your card provider allows $1.00 preauthorization holds. This billing attempt is made in order to make sure that the account is valid for billing. After 1 to 2 business days, these funds will be placed back on the account. If your card issuer does not allow such preauthorization holds, you may want to contact them.
Please be aware that if the current credit / debit card you're using has resulted in either of the codes listed above, that card will be blocked from any further billing attempts for 24 hours. At this time, please try using another payment source as continued attempts using the blocked card will reset that 24 hour timer.
If you attempted this method of payment multiple times with a failed result, there is a possibility of a longer block being placed on the account. This block can last 30 days. If you have done this, you will need to use a different billing method.


Thank you for contacting the SQUARE ENIX Support Center."

A copy-paste response from someone who clearly didn't read my ticket thoroughly. And every time I see one of those "error 401 and 601 are your banking institution fault" kind of answers, what I actually read is: "we don't care enough about your problem to try and find out what the real issue is".

My 2 cents. C'mon Square, take my money!

EDIT: just to make the irony even plainer - my wife bought her collector's edition (twice - one for PC and one for PS3, so she could have extra free time till we manage to sort this issue out, if at all possible) from the Square-Enix store using the same card they are refusing to accept as a payment option for the subscription.

Quote:

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Originally Posted by Narlor

Let me put my 2 cents in (since Square doesn't seem to want it anyway): me and my wife have FFXIV accounts (hers is legacy). I could pay for mine with my credit card. She cannot pay for hers with her credit card. Both cards are from the same bank, and have the same characteristics. Our bank has already assured us over and over again no attempt at charging has even been made on her card. Yet they charged my card just fine. So no, it cannot be the banking institution (her error is the 601).

I contacted support, explained everything above (in greater detail) and plainly asked them for help. Here's their response:

"Dear Customer,

Regarding your request for account support. Please find your answer below.

We do not have information on why your transaction may not have been approved. If you are getting any sort of decline message, please wait 30 minutes, verify all of your billing information, and try again. If you would like further information about this specific transaction decline, please contact your bank or financial institution.
601, 401, and 105 means the financial institution may be declining the transaction attempt due to security reasons. While we are unable to see exactly why the transaction was declined, we can provide you with some guidance:
If the credit / debit card in question is 3D Secure, please make sure that you are inputting the correct 3D Secure PIN / password associated with it. Also, please be sure that 3D Secure is actually activated on the account.
Make sure that the card you're trying to use isn't already being used to pay for another account. Problems may arise if the an attempt is made to use the same card to bill two separate accounts simultaneously. If this is indeed your situation, please wait 24 hours between reactivation attempts.
Make sure that your card provider allows $1.00 preauthorization holds. This billing attempt is made in order to make sure that the account is valid for billing. After 1 to 2 business days, these funds will be placed back on the account. If your card issuer does not allow such preauthorization holds, you may want to contact them.
Please be aware that if the current credit / debit card you're using has resulted in either of the codes listed above, that card will be blocked from any further billing attempts for 24 hours. At this time, please try using another payment source as continued attempts using the blocked card will reset that 24 hour timer.
If you attempted this method of payment multiple times with a failed result, there is a possibility of a longer block being placed on the account. This block can last 30 days. If you have done this, you will need to use a different billing method.


Thank you for contacting the SQUARE ENIX Support Center."

A copy-paste response from someone who clearly didn't read my ticket thoroughly. And every time I see one of those "error 401 and 601 are your banking institution fault" kind of answers, what I actually read is: "we don't care enough about your problem to try and find out what the real issue is".

My 2 cents. C'mon Square, take my money!

EDIT: just to make the irony even plainer - my wife bought her collector's edition (twice - one for PC and one for PS3, so she could have extra free time till we manage to sort this issue out, if at all possible) from the Square-Enix store using the same card they are refusing to accept as a payment option for the subscription.

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It seems like a Legacy issue. I am also LEgacy, as many other people in here. Someone was taking a poll earlier in this thread, that he was also Legacy and if all having issues are people from 1.0.....

Quote:

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Originally Posted by Hycinthus

It seems like a Legacy issue. I am also LEgacy, as many other people in here. Someone was taking a poll earlier in this thread, that he was also Legacy and if all having issues are people from 1.0.....

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Ok, I realize I wasn't clear enough on my post.

My account is also from 1.0 and I even have my 1.0 characters on my legacy server (Durandal). The only reason I did not receive the "legacy status" is because I wasn't paying the game on the 3 months prior to the 1.0 billing deadline (whereas my wife was). So technically I'm also a legacy player (if not in name, and don't have the cool legacy chocobo :() and I could pay just fine for my subscription.

EDIT: and if this problem really was related to the legacy accounts, all the more reason for Square not to give the "we don't give a damn" kind of response. Those are the people who supported your game so you could clean after your mess and restart fresh, for crying out loud!

I'm not legacy, nor are some of my friends that have this same problem.

Global Collect answered my email. They said the transaction was denied because the system think it was a fraud (error 160 from them), and they also forwarded my email to SE, to try a solution to my problem.
I advise everyone do the same, maybe from Global, they see this with other eyes.

That seems like at least some progress where non has been made for a while Wyverm. I can't send them an email since I have extra free days from adding my PS3 code, and I added a new card that has yet to be billed, but please do keep us informed!

Quote:

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Originally Posted by Namir

Haha hell no, I'm not buying any other square-enix mmo, if they ever make another that is, after this experience. Anyway I just got done calling globalcollect customer service and they said that they do accept payments from all over the world and they don't have any regions or blocks depending on where the card is issued from so the problem IS square-enix as we all already know... The customer service representative told me to send an email describing the error to cs@globalcollect.com if I experienced it again after my free trial is over, and he encouraged everyone who is having the same problem to do so as well, include any relevant information, as well as a screenshot of the error he said... Maybe if they start calling square-enix and telling them of the error that will put some pressure on them to fix their shit.

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Tnx for the info and providing the email. I just sent them an email about the problem maybe we should all send them emails so they can get on SE ass about this problem.

After sitting on Hold for close to an hour I am starting to wonder if it is even possible to get through to SE Customer service to clear this up.

Edit Follow-up: I finally got through to customer service on the phone to have them tell me there was nothing they could do and that the system "automatically" blocks cards. For no reason, we now have a 30 day block on our cards that they are unable to lift. This is completely unacceptable customer service. I am very sorry that my account already processed my 180 subscription while my fiance is having to deal with this. I would have cut my losses and found a new game. While I truly enjoy the game this level of customer service, with no apologies made is unacceptable and nothing I would feel good supporting.

The only suggestion they gave was to go find an Ultimate Game Card.

Quote:

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Originally Posted by Iymala

After sitting on Hold for close to an hour I am starting to wonder if it is even possible to get through to SE Customer service to clear this up.

Edit Follow-up: I finally got through to customer service on the phone to have them tell me there was nothing they could do and that the system "automatically" blocks cards. For no reason, we now have a 30 day block on our cards that they are unable to lift. This is completely unacceptable customer service. I am very sorry that my account already processed my 180 subscription while my fiance is having to deal with this. I would have cut my losses and found a new game. While I truly enjoy the game this level of customer service, with no apologies made is unacceptable and nothing I would feel good supporting.

The only suggestion they gave was to go find an Ultimate Game Card.

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To be honest... I am beginning to wonder if those supposed "30 day blocks" are real or if they just say that to keep the person from complaining... The fact that nowhere in the site does it say that the account is blocked, coupled with the fact that not even customer service actually knows 100% if any account is blocked for 24, 48, 72 hrs or a month really makes me think that they're just saying that to get us to shut up for a while and stop us from bugging them to fix something that they just don't know how to fix...

We just got off the phone with CS for the second time. The previous time they said the credit card was blocked for 30 days.... what they DID NOT say was the ENTIRE account was blocked from ALL credit card transactions for 30 days. We as customers did nothing wrong. We attempted payment with a working card, it was denied, we tried again with a working card... it was again denied... like any reasonable customer... we contacted our bank to make sure there was no hold on the card or issues. We were assured there was not, so we tried the card again an hour later.... BOOM... 30 day block on our account for simply attempting to pay for the account.

When we inquired of, Daniel (SE Customer Service Rep), why this was happening... we were told it was our fault for how we input the information. Really? You mean by putting in a valid credit card, checking our information, inputting it again, being responsible and contacting our bank, we caused the system to lock us out. We then asked if this issue was going to be corrected in any form... we were told, No. This system is working as intended. That it is the customers fault for inputting the information incorrectly (oh, wait... it was input correctly every time). I am completely disgusted with the unapologetic treatment received from the customer service team, and their absolute refusal to resolve the customer's issue.

Quote:

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Originally Posted by Iymala

We just got off the phone with CS for the second time. The previous time they said the credit card was blocked for 30 days.... what they DID NOT say was the ENTIRE account was blocked from ALL credit card transactions for 30 days. We as customers did nothing wrong. We attempted payment with a working card, it was denied, we tried again with a working card... it was again denied... like any reasonable customer... we contacted our bank to make sure there was no hold on the card or issues. We were assured there was not, so we tried the card again an hour later.... BOOM... 30 day block on our account for simply attempting to pay for the account.

When we inquired of, Daniel (SE Customer Service Rep), why this was happening... we were told it was our fault for how we input the information. Really? You mean by putting in a valid credit card, checking our information, inputting it again, being responsible and contacting our bank, we caused the system to lock us out. We then asked if this issue was going to be corrected in any form... we were told, No. This system is working as intended. That it is the customers fault for inputting the information incorrectly (oh, wait... it was input correctly every time). I am completely disgusted with the unapologetic treatment received from the customer service team, and their absolute refusal to resolve the customer's issue.

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I share your pain... after getting a 2nd email regarding this problem, they told me this could not be resolved by email, and that I was to contact them via either phone or chat. After waiting over 1 hour in que on the phone (long distance, of course) I finally hung up, and then waiting almost 3 hours in chat que, I got to #1 in que and the system disconnected me. I hear all these horror stories, and they really are true.

There was nothing incorrect in the information I entered for my credit card. As a matter of fact, I used this very same CC for FFXI for years, and also for FFXIV beginning in October 2010. GlobalCollect reflected the $1 test charge 9 times, yet the final acceptance never occurred. Today, it had been over a week since I last tried this. I contacted my CC company to see if the 9 pending $1 charges had been reversed, and they had. I also confirmed with them that my CC was not blocked. Bottom line, I get to the final review page and, BAM, 401 error.

The absolute worst part about this whole thing is SE hasn't even responded to this as a recognized issue... and BTW, whoever heard of freezing an account 30 days for too many attempts? Are you insane, SE?

Quote:

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Originally Posted by Guammasa

I'm not legacy, nor are some of my friends that have this same problem.

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So I was able to talk to live chat... they were no help, but they gave me a number to call and said to call asap as there was no wait. So I called and was helped immediately. For the credit card issues he said that there is nothing he can do, it's blocked for 30 days. So I'm gonna try in another 30 days. As for the Crysta issue and why Guam accounts do not have that option, he said it is under "intense investigation." He did also confirm that Guam should have that option as we are a part of the American Region. So I'm gonna wait a month and try my credit card again, if that doesn't work then I'm canceling.

Why is this Happening do they not want my Money ?! I just Finished my 37 days trial and now getting the (Error 601) , Hate to say it but WoW never gave me this Kind of trouble!

Fellow Guammie,
Hafa Adai !! I have the same Problems like you !! thanks for the updated for i was not Able to connect to them ?! Hope this gets fixed soon ...

Even more depressing update.... The SE Customer Service Rep said the only way to get game time on the account after the lockout was to go get the Ultimate Game Card and buy Crysta with it. We went to Walmart and purchased $80.00 so that we could get the 180day subscription.... we input the codes to get the PREPAID game cards DENIED. You have got to be kidding me. All the cards go through, the amounts show in the payment window, but when we hit confirm our payment is yet again denied. We had to call Ultimate Pay to try to get this sorted out. Ultimate Pay was very helpful and resolved the issue.

So if you are having the same issue and go the Ultimate Game Card route you may need to contact them via phone if you continue to get Denied. The phone number for Ultimate Pay is 650-432-3200

Quote:

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Originally Posted by Wyverm

Global Collect answered my email. They said the transaction was denied because the system think it was a fraud (error 160 from them), and they also forwarded my email to SE, to try a solution to my problem.
I advise everyone do the same, maybe from Global, they see this with other eyes.

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I'll send the e-mail too. Please let us know if they solve anything.

/start rant
...beyond unacceptable. A month, my account is blocked because I tried more than once to give you my money? Because I literally would have thrown my money at you without question of amount to be able to enjoy this product? Because I tried over several days to pay for something I want access to, I am being punished? Way to go SE, I particularly love how any attempts I have made to contact you in order to resolve this have been met with all of these problems rooted on me. Yes, it is obviously all my fault that your system has failed me. My fault that you can't take my money, my fault that I have a bank, my fault for buying your horribly supported game and expecting actual customer service. My fault that I have jumped through hoops, high and low, to try and do anything and everything on my end to be able to enjoy your product.

I think the only thing I am at fault for is having faith in a company that brought me some of my fondest memories in gaming.

/endrant

I had exactly the same problem, but I was able to get around it by calling Ultimate game card.
But even right now, I can't pay by CC, paypal or prepaid card myself.

I'm wondering if most of us here are trying to pay from oversea like myself?