Curse

Hildor · Apr 28, 2009, 05:46 AM // 05:46

Joining the same boat, my account was created when I bought Prophecies from the ingame store and now I can't acces it.

Happy to read this though:

Quote:

The support team is working on the queue of tickets as fast as they can. We apologize for the delay. Support will take care of each individual's ticket as soon as they are able to do so.

*EDIT: I sent a support question ofcourse.

El Presidente · Apr 28, 2009, 01:19 PM // 13:19

Regina's quote on the Presear forums was a little more elaborative:

"Apologies for the slowness of the NCsoft site. Last week was a big week in terms of releases. City of Heroes had a major release, GW was made available on Steam, and we had the 4th Anniversary update with the storage pane promo. Because of all these factors, traffic on the site was unusually high. We had informed the network / web teams that there would be a big increase in traffict, but it seems that even we underestimated how popular the promo would be. The NCsoft team has added more servers to compensate, so if you check the site now, it should be faster. As for support, they're dealing with a huge queue of tickets from people who are trying to recover lost/forgotten NCsoft Account info, and/or dealing with other account issues. They're taking care of tickets as fast as they can. We apologize for the delays, and appreciate your patience.".

Part of my reply:

In regards to you "underestimated how popular the promo would be"...what part of most of the player base would like pretty much everything for free wasn't understood?

I don't think people are pissed at GW nor even Anet...the rage is directed to NCSoft over the lack of support/answers to the site's recent account name and password fiasco.

To add, and most here would probably agree or have already said it already, in hindsight ~ it'd been soooo much easier on everyone at both ends to have just put the free storage pane in the GW store.

Fitz Rinley · Apr 28, 2009, 01:40 PM // 13:40

Where I am angry with them over this is:
They have terminated accounts because of their failure to provide for the increase in traffic. People who tried to set up NC Accounts and were told by the system that it failed because of disconnect issues. (Issues caused by traffic for which they did not prepare - Hmmm, reminds me of the Factions release.) Then when these people go in on a different day and create, what is as far as they know their first account, they are punished with a termination of their GW account because NC Soft registered an account and they had no on screen statement to that effect.

Way to attack the player base. Good show.

Now that they have been terminating accounts because of their failure to be prepared, how are they going to restore these accounts and all the hours, gear, etc. of the people they attacked? And if these people lose years of work on their characters why should they have any loyalty to or interest in GW or GW2?

Voodoo Rage · Apr 28, 2009, 03:01 PM // 15:01

Yeah. Same problem here. I've made multiple purchases in the in-game store (extra character slots, etc..). I really don't understand why I can't get my free panel that way.

StarrTheInsane · Apr 28, 2009, 03:22 PM // 15:22

This may actually have been a good way to test the waters for future purposes. Someone mentioned earlier "What if the only way to link a GW2 account to my GW1 account is through the master account?" I don't know if this is the intent, but IF it is, can you imagine the trouble they would have with that. Everyone who is having issues getting their storage because of the login info will hopefully get this resolved now and realize it is really important information that they will not want to misplace now. It will save NCSoft at least this many tickets and angry fans who boycott GW2 because they can't do anything with their accomplishments from GW1.

It was a good move to flush out these problems. I think the goal here is to get GW players to utilize their site, since for the most part we are an exclusive community apart from their other games. Guild Wars homepage, the wikis and these forums keep us all pretty much informed of everything, so you can see alot of players had no idea they were linked to the master account. It should have been a streamlined system, but they didn't try to push its importance before, so alot of people were only aware of their GW account.

Hopefully the problems they are having now will clear up problems that would have come up at launch of GW2 and a way to prepare the players to use the master account more frequently so they are familiar with the site.

felinette · Apr 28, 2009, 03:47 PM // 15:47

Quote:

Originally Posted by StarrTheInsane

This may actually have been a good way to test the waters for future purposes. Someone mentioned earlier "What if the only way to link a GW2 account to my GW1 account is through the master account?" I don't know if this is the intent, but IF it is, can you imagine the trouble they would have with that. Everyone who is having issues getting their storage because of the login info will hopefully get this resolved now and realize it is really important information that they will not want to misplace now. It will save NCSoft at least this many tickets and angry fans who boycott GW2 because they can't do anything with their accomplishments from GW1.

But what if you can't get it resolved? For example, what if you can't find an access key?

If they are going to use the NCSoft account to link GW1 accounts to GW2, they'd better provide help for those who can't get their NCSoft login info, for whatever reason. I'm hoping the link will be performed in-game in GW2--when you create your GW2 account, provide the login for the GW1 account, or something like that.

StarrTheInsane · Apr 28, 2009, 04:23 PM // 16:23

Quote:

Originally Posted by felinette

But what if you can't get it resolved? For example, what if you can't find an access key?

If they are going to use the NCSoft account to link GW1 accounts to GW2, they'd better provide help for those who can't get their NCSoft login info, for whatever reason. I'm hoping the link will be performed in-game in GW2--when you create your GW2 account, provide the login for the GW1 account, or something like that.

They may not do it that way, but if they were planning to, this experience might show them just how many people the would lose in the transition and possible reconsider the method they will use. It's still a good test of feasibility for master accounts. I'm sure there will be some segment of the community that never gets the issue fixed, so whether that is a big enough risk or not could set the agenda for a new means of handling transactions.

At least in my opinion it is better to be prepared now for the possibility that they might use the master account than to be caught off guard at launch and wait out the traffic after already buying the game. I'm thankful for the reminder to use the master account, because it had never occurred to me to check it.

Rebelor · Apr 28, 2009, 04:42 PM // 16:42

I hadda e-mail them, so its a waiting game now. Thanks for the info Regina, Gail must be pulling her hair out right about now.

blood4blood · Apr 28, 2009, 06:30 PM // 18:30

Sent my email saturday AM after hours of disconnects and time-outs Friday night and new attempts saturday morning. Still no word from NCsoft other than the auto-replies.

(Detail: I got 2 of my 3 GW accounts tied to one NCsoft account and got the free storage for them. One worked Friday evening, the other worked Saturday morning. I tried to set up my third GW account on the same NCsoft account, but it claims to already be tied to another NCsoft account. I know it actually is not because I save all my account/support type emails, and at the time I only had the one NCsoft account. I did create a new NCsoft account using the first part of that email address, but again, the system wouldn't let me tie the 3rd GW game account to the new NCsoft account either.)

AlexiR · Apr 28, 2009, 11:02 PM // 23:02

Still no personal email reply from support all i have is the automated email response, but if what i have read here and elsewhere is correct.
I probably will not see a reply from support until thursday/friday or next monday since the problem is so widespread

El Presidente · Apr 28, 2009, 11:17 PM // 23:17

Quote:

Originally Posted by AlexiR

Still no personal email reply from support all i have is the automated email response, but if what i have read here and elsewhere is correct.
I probably will not see a reply from support until thursday/friday or next monday since the problem is so widespread

I never got an auto response nor any kind of email from them from my tickets sent early Saturday morning.

Turns out, all communication (up until today's official password reset email) was conducted through the NCSoft My Stuff section (where it tells you the status of your support ticket). Try checking there for a waiting status; if so, reply to it there.

Pan Head · Apr 28, 2009, 11:22 PM // 23:22

I had problems Saturday with the account being linked to another account thingy. I sent in a ticket for help. They have it fixed today and i have my account worked out and the free storage space. Considering all the trouble they are having and the amount of traffic they are dealing with i think they did a pretty good job on the turn around time for me. Hope it works out as fast and good for everyone else.

Gli · Apr 28, 2009, 11:29 PM // 23:29

Quote:

Originally Posted by El Presidente

I never got an auto response nor any kind of email from them from my tickets sent early Saturday morning.

Turns out, all communication (up until today's official password reset email) was conducted through the NCSoft My Stuff section (where it tells you the status of your support ticket). Try checking there for a waiting status; if so, reply to it there.

Yeah, the automated email should have a link to that place.

My support ticket has been at 'updated' (by me) for a few hours short of 5 days now though. Not even an acknowledgement that they received the info they needed. Having started the ticket half a day before they released the update that caused the many account problems, I don't get why I'm still waiting while many others who have likely filed later have had their problem fixed. Don't they work these things on a 'first come, first serve' basis?

Oh well, I guess patience isn't one of my many, many virtues.

Ferrous Capuchin · Apr 29, 2009, 01:04 AM // 01:04

I remembered mine, but my wife doesn't remember hers. We're original Prophecies launch, so who knows what the frack the account name was.

Their support ticket email is absurd. Name, address, account keys, etc...all to get a stupid password emailed? Heck, we've moved a few times, I don't even have a clue if I sent them the correct old address from 4+ years ago on the support ticket!

Truly a shoddy way to run an account/support site.

AlexiR · Apr 29, 2009, 03:05 AM // 03:05

Yeah i just got my email reply and i find it strange they need all this info to give out a password.
What does my Date of Birth, mailing Address, what credit cards i may have used to purchase from the NCSOFT store have to do with getting a passwor/login.
Sounds like i will have to prepare to be spammed via snail mail if ncsoft sells the personal info collected.

Hildor · Apr 29, 2009, 05:42 AM // 05:42

I just received my account name and reset password from the NCsoft help service. Sending in a support question and waiting for the answer (4 days for me) is the way to get them back.

Time to get some free storage!

zwei2stein · Apr 29, 2009, 06:21 AM // 06:21

I had it resolved yesterday (did not know username for ncsoft account). Took them three days, but i guess that is record time considering how swamped they must be.

Yay for free storage.

IronCrux · Apr 29, 2009, 06:49 AM // 06:49

So I contacted NCSoft Support about my GW account being registered to another NCSoft account. Check out what they want me to send to them via unencrypted internet...

-- What first and last name did you use when you created the account?
-- What physical address did you use when you created the account?
-- What date of birth did you use when you created the account?
-- What are all the retail access keys currently registered to your Guild Wars game account? (Please include the retail access keys from each campaign.)
-- What are the last 4 digits of the credit/debit card used to make any Guild Wars purchases online from us? (if applicable)

If anyone else is down this road, please be aware you are sending this info over unsecured internet.

Matty.Asia · Apr 29, 2009, 04:54 PM // 16:54

So I managed to find my account details and....

* Unfortunately, this item is not available for sale to your region from the NCsoft Store. We suggest you inquire with a local retailer to make your purchase.

*Sighs* Will we ever win?

Firestone · Apr 29, 2009, 04:59 PM // 16:59

i'm having the same trouble as everyone else..

i don't remember the account name or the password!
when i try to go online to ncsoft website, it keep going down / ~ 10 min to load a single page / or i keep getting an error

"Operation Failed
Illegal parameter "

how am i supposed to send for assistance when even the support page is having trouble of its own??

i've sent a request via [email protected], and i'm not even sure whether that's the correct way.

i'm baffled on why we have to login manually through the website, when the in-game connection has already been setup well / or the fact that we can't login ncsoft website via EMAIL address...!!

i've done the same for BLIZZARD b.net online, and frankly, i'm more impressed with that, than ncsoft.

this is my first NCsoft game, and will be my last.
from now on, i will stick with blizzard

playing game is for entertainment, and this has given me more hassle and white hair than i want