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View Full Version : Does Trion ever respond to Trouble Tickets? (Other than GM Kotar)



TheFungus
10-19-2014, 07:57 PM
tl;dr : can't pay Trion, tickets unanswered, no end in sight, need a hug

Everywhere on the forums I see posts about how you shouldn't even bother with the Trouble Tickets because you won't get a response. At first I thought it was just disgruntled users and thought I would just bide my time until my own were answered.

Now, with one Trouble Ticket thats been open since before release, over a month with no response other than the automated response from "GM Kotar", a name I'm growing to despise, I'd like to know: has anyone recieved help or even gotten a true response with this system?

My issue is that any payment method I've tried to use has failed to be accepted by Trion, who send's me an e-mail saying that my payment method 'has been declined' when using my long standing PayPal account (despite PayPal accepting the attempt, showing Trion as an "Active" payment plan) or saying it 'is not valid and has been declined' when I try to use my perfectly good debit card.

Back during pre-launch, I started getting Error 404's, which is when I opened the original Trouble Ticket. After two weeks with no response I opened 5 more Trouble Tickets, each in a different section of the Purchases Troubleshooting choices. I've since been able resolve the Error 404 issue thanks to a helpful forum post (had to clear out my 'Saved Locations', despite only ever using one computer), but now I'm back to the 'not valid' and 'declined' problem. I've opened one final Trouble Ticket and I am awating GM Kotar's response.

I've tried 3 different browsers, disabling anti-virus/firewalls, and several odd possible fixes I found on the forums with no resolution. I can't use live chat because it requires that I've made a purchase. I even acquired Patron status using APEX but it seems the live chat is only available if you've purchased Patron with a payment plan. This whole process is really bumming me out.

Scenic
10-19-2014, 10:26 PM
no never 1 and a 1/2 weeks and counting.

Nekomini
10-20-2014, 12:45 AM
GM Fasti is very fast, he solved my problem immediately in less than 10 minutes after he saw my message.

Vazick
10-20-2014, 12:53 AM
10 days on my ticket

Fasti
10-20-2014, 01:23 AM
tl;dr : can't pay Trion, tickets unanswered, no end in sight, need a hug


Hey there! You should be all fixed up. I'm really sorry about that wait, but glad I could help.

Check your ticket for an update. If you still have trouble there is something else we can try, so just update your ticket to let me know.

Thanks for your patience!

ferral72
10-20-2014, 01:24 AM
GM Fasti - could you possibly fix this for me as well - had this happen as well - lost my patron time even tho the account page says i have 3 months on it - i own property and losing patron is a detriment. I was forced to buy a 30day patron time on the account page just to get it to be back, yet now the ingame timer shows 11/19 for expire, yet account shows i now have 4 months which should be 2/19/15

I opened a ticket, and i really hope they get this fixed

Ticket # is 141020-001025

Rosy
10-20-2014, 02:03 AM
WTB a GM Fasti to put in my house....before my Patron dies of course!

Ticket No. 141018-000267

FIXED ...THANK YOU SO MUCH :)

TheFungus
10-20-2014, 02:16 AM
OP here to report GM Fasti did indeed fix my issue. Payment method attached and purchases working. Thanks Fasti.

Fasti
10-20-2014, 02:30 AM
OP here to report GM Fasti did indeed fix my issue. Payment method attached and purchases working. Thanks Fasti.

Wewt! Glad it's working for you now. :)


10 days on my ticket

Yours should be fixed as well, Vazick.

To everyone who is seeing an incorrect display of Patron time in game, please make sure you have gone to the account management page (https://archeage.trionworlds.com/account/profile/manage-game!input.action?dd=1) to check your time there. We have an explanation for the different displayed times in this post by Morgana (http://forums.archeagegame.com/showthread.php?92683-Updated-ArcheAge-NA-Server-Maintenance-10-20-14-at-8-30-AM-PDT-(GMT-7)).

In most cases, there is nothing to worry about, as all your Patron status is still going to be available to you. However, if you do find yourself in a situation where all your purchased Patron time is not received, you will want to submit a ticket (https://support.trionworlds.com/app/answers/detail/a_id/478) so we can investigate.

If you have submitted a ticket, we will do our best to get you squared away as quickly as possible.

Thanks!

Neraki
10-20-2014, 02:58 AM
GM Fasti, I send two tickets [Incident: 141017-001689]‏ send 17.10.14 and [Incident: 141020-001032]‏ send 20.10.14
and got No answer ... i lost my Patron in game and on Glyph. I buy Archeum FP on Steam. (so my 3 months disappear i buy 30 days patron using 2400 credits only to pay tax).

Plz fix it.

Tyzyfone
10-20-2014, 05:53 AM
If GM is responsible in this post can finally'll stay unnoticed, because for now I feel that I am ignored. After changing the location glyph is calling for an authorization code, the code does not come in the mail. I checked all the folders on the mail (spam etc), it is not a gmail and many times clicked resend button. I sent the ticket two days ago, the 48 hours can not I login. No one anywhere is not responding to me (on facebook, in forum, on the ticket).

serv: Nebe
char: Tyzyfone

Ticket signature: 141019-002231, 141019-001744, 141018-001930

Fuintor
10-20-2014, 06:02 AM
Different issue here. Apparently after speaking to a Live Chat rep (that had their hands tied apparently because there name wasn't Taakaze...) I was caught up in some chat filter within the game and banned because of it.

Re-posted from the 'post your banned account here' thread...

Howdy. I realize this is a long-shot as the thread's up to 124 pages now... But, here goes nothing...

Question Reference # 141017-001134 / 141017-001777 (Put in by my fiancee.)

Date Created: 10/17/2014 06:10 AM CDT
Date Last Updated: 10/17/2014 06:10 AM CDT
Status: Unresolved
Character name: Aearon (Was on Faramiw at time of ban.)
Time of ban: 5:41 AM CDT 10/17/2014
Server: Tahyang


The email I got was incredibly vague.


Greetings from Trion Worlds:
This email is to inform you that your Trion Worlds account has been banned due to a violation of our Terms of Use, Code of Conduct. Privacy Policy, or End User License Agreement. If you wish to discuss the reasons for this ban or request reinstatement of your account, please contact us through our Support Center by clicking the following link or pasting it into your browser: https://support.trionworlds.com

We recognize that the acts that led to this ban may not have been initiated by you, and we apologize if this is the case. Trion is committed to maintaining a fun and safe place for our customers to play games, and we have taken this action as a last resort to ensure a better gaming experience for our valued customers.

Sincerely,
Trion Worlds Account Services

Can contact through forum here or through e-mails associated with either account.

Like many here, I have patron status and have purchased credits as well. I own 4 farms for my family and if they're lost they'll affect not only me, but my rl and game family as well. As far as we can tell, we did nothing wrong and if the game somehow thinks so I'd like to know exactly what it was to avoid it in the future. Because the possibility that this will continue to happen is quite stressful and the main reason that I haven't created another account to continue playing.
Please, if anyone can help I would be eternally grateful. Thank you in advance.

Bigboss168
10-20-2014, 06:46 AM
Question Reference # 141013-002073 & 141015-001229
Status: Unresolved

Would you give me a hand too :(? It has been 2 weeks ... i have been try my best to follow up almost everyday but so far no luck.... i am patron and somehow cannot use live chat ..... Thanks GM Fasti

Noyimo
10-20-2014, 06:55 AM
I need help as well...

Mobile authenticator suddenly ceased being recognized.

I can play the game but I can't access my account info. I can't change payment plan or change subscription. I can't open a live chat ticket. I can't even buy credits or APEX.

I've filed two tickets: 141019-000351 and 141020-000766.

Please correct this situation.

AALust
10-20-2014, 06:55 AM
Still waiting on founders Darus chests...

Second ticket #141020-001664

ferral72
10-20-2014, 08:23 AM
To everyone who is seeing an incorrect display of Patron time in game, please make sure you have gone to the account management page (https://archeage.trionworlds.com/account/profile/manage-game!input.action?dd=1) to check your time there. We have an explanation for the different displayed times in this post by Morgana (http://forums.archeagegame.com/showthread.php?92683-Updated-ArcheAge-NA-Server-Maintenance-10-20-14-at-8-30-AM-PDT-(GMT-7)).

In most cases, there is nothing to worry about, as all your Patron status is still going to be available to you. However, if you do find yourself in a situation where all your purchased Patron time is not received, you will want to submit a ticket (https://support.trionworlds.com/app/answers/detail/a_id/478) so we can investigate.

If you have submitted a ticket, we will do our best to get you squared away as quickly as possible.

Thanks!

yeah, i've done that but i had to buy apex for credits so i could get a 30day patron since my patron status was removed when i still had 3 months on the account page - now it says i have 4 months on there, but the ingame is saying it will end on 11/19 - i know that its not reflecting or taking into account the proper time on my account as i had to buy patron status or i would have been stuck with no patron benefits.

As mentioned - this is what it shows for me on the Account Page now : Active Time Remaining: 4 Months + 1 Day - before it was 3months but the patron added the addition to it, but the game isn't reflecting that, and i had to actually spend gold i didn't really want to for the apex to get my patron status back, even tho it shouldn't have been removed per the active time remaining. Now it says it will end on 11/19

Okamikitsune
10-20-2014, 09:11 AM
I sent a ticket about a week ago and still no response. it comes up with unable to complete purchase when i try and buy credits and i cant add payment method, when i try it comes up with an e-mail saying error processing your payment.
Please fix it.

My ticket number is: 141015-002098

Madchin94
10-20-2014, 09:20 AM
Dear Fasti:

I took a week of to play AA, and yesterday when I was saying Good-Bye to a friend that wanted to quit I got DC'ed and locked out.
I would really appreciate your help with this.

141019-002012

Please help me make something out of my vacation time.

Thanks!

Maebh
10-20-2014, 10:38 AM
GM Fasti can you please fix mine as well? I am having the same issue with payment method. Thank you greatly.

I had to have my husband buy APEX to pay for patron status for me which was more expensive than the 6 month subscription I was going to buy. It would be wonderful to get the APEX back after this is fixed and I can properly subscribe.

ferral72
10-20-2014, 10:40 AM
PATRON STILL HAS ISSUES INGAME !!!!!!

Patron has 4 months on it after i was forced to get patron yesterday so i would have it back after it expired when it wasn't supposed to.

Now after the Server Maint Restart, it's back to expiring today at 10/20 at 22hrs (10pm) - please correct this as i have property that i don't want to lose.

My Ticket # is : 141020-001025
My Account shows : Active Time Remaining: 4 Months + 1 Day
Game Shows it will expire today : 10/20 at 10pm PDT

Pheonix82
10-20-2014, 10:47 AM
I've got a ticket that needs attention also [Incident: 141018-002124] send 10/18/2014

Morais
10-20-2014, 11:09 AM
It's been almost one month and i still didnt get my issue fixed. I bought patron with apex and it didnt update my patron time ingame or out of game! It's like i never bought it. I should have patron until december because i bough one month with my credit card, got the bonus month for the issues and then for the damn apex...

dcofjapan
10-20-2014, 11:10 AM
I dont see why responding to tickets would possibly work..fix your game crashing to desktop randomly trion. Its garbage. Even high end cpus/gpus having issues here.

Simsen
10-20-2014, 01:48 PM
Hey Fasti, can you look into 141008-003019 please??????

Expendable
10-20-2014, 02:27 PM
I've been waiting for almost week on a response about offensive names on Tahyang. http://i.imgur.com/vNgEo9a.png

Fantagere
10-20-2014, 02:27 PM
Fasti any chance you could fix my patron issue ticket #141020-003604

Pheonix82
10-20-2014, 02:32 PM
Had a GM Drator deal with my ticket about a hour ago but still not resolved, so still dealing with a game that constantly crashes my pc and it's specs are higher than the recommended specs for the game

willshelton6
10-20-2014, 04:03 PM
#141021-000351

Ticket number for same problem with Trion still not letting me set up a subscription
Any help is appreciated
Thank you

Brohan
10-20-2014, 04:11 PM
Will is my best friend. It's so depressing I can't play with him, patron level and all.


#141021-000351

Ticket number for same problem with Trion still not letting me set up a subscription
Any help is appreciated
Thank you

Suchemo
10-20-2014, 04:12 PM
I have a ticket in also, please help !!!!

Question Reference # 141019-001984
Date Created: 10/19/2014 10:04 AM
Date Last Updated: 10/19/2014 10:04 AM
Status: Unresolved

rinas
10-20-2014, 04:33 PM
Hi GM Fasti, can you help me with this ticket 141021-000315, I understand that you are very busy but my account has been wrongfully banned for almost 6 days and I haven receive any reply I am very desparate as my land is going to get demolish if this isnt fixed soon, please do help and i really appreciate it :( please please :(

Question Reference # 141016-000579
Date Created: 10/15/2014 09:40 PM
Date Last Updated: 10/15/2014 09:40 PM
Status: Unresolved

bobswagger
10-20-2014, 05:36 PM
Gm fasti please help me i beg you im such an idiot my ticket is # 141021-000638

DwarfStar
10-20-2014, 06:39 PM
They answered my question within 4 days. *shrug*
http://i565.photobucket.com/albums/ss91/joon007/triontechsupport.jpg

Niamh
10-21-2014, 01:00 PM
I too have had problems registering a card / trying to add credits or apex when my card clearly has money on it. Fix me too?

Edit: I didnt put in a ticket because i still have a ticket from 2 days into launch that hasnt been answered yet.

scrups
10-21-2014, 01:22 PM
I submitted a ticket during the first week of launch. I am still waiting for a response.

Corvinus
10-21-2014, 01:29 PM
Help us GM's help me GM Fasti

Question Reference # 141019-001191
Date Created: 10/19/2014 04:10 AM
Status: Unresolved
Character Name - Leora
Server- Shatigon

Niamh
10-22-2014, 12:08 AM
cant add my card #141022-000049

PleaseUnbanIndranilASAP
10-22-2014, 12:28 AM
We need your help GM Fasti! :(

Question Reference # 141021-002882
Date Created: 10/21/2014 08:55 AM
Date Last Updated: 10/21/2014 08:55 AM
Status: Unresolved

Warfield
10-22-2014, 11:07 AM
Is it possible I can get some GM assistance? I'm unable to use my account to get into live chat, and trouble tickets don't seem to be getting answered/fixed. I understand that Trion is working to rid the game of bots, but the automated scripts are hitting legit players like us. I was kicked from game by the automated script (I didnt even get a chance to do anything, was standing around for a couple mins chatting.. havent moved my char yet), then my girl tries to relog her account and she cant either. We arent rich in game (40-50g between both of our accounts), we don't use any 3rd party or hacks at all, and at the moment I'm afraid that we'll lose our properties if our accounts arent restored.


Can you assist GM Fasti or any GM for that matter?


Question Reference # 141022-000678

Date Created: 10/21/2014 07:40 PM
Date Last Updated: 10/21/2014 07:40 PM
Status: Unresolved

and

Question Reference # 141022-000753

Date Created: 10/21/2014 07:55 PM
Date Last Updated: 10/21/2014 07:55 PM
Status: Unresolved

Onizuka123
10-22-2014, 11:14 AM
Question Reference # 141022-000575
Date Created: 10/21/2014 07:25 PM
Date Last Updated: 10/21/2014 07:25 PM
Status: Unresolved
Server: dahuta
Character: Kagura

GM FASTI, I NEED YOU PLEASE MY LANDS ARE ON THE EDGE!