Subscription Problems

[IainC]

If you have a problem with your subscription or your account, read this first before making a new thread.

You need a new password for either the subs page or the game
To get a new subs password go to the official site and click on the 'Subscription' button at the top, just below the banner. Click on 'Account' and then 'Password Lost'. Enter the registered email address for the account and a time limited email will be sent to you. You must click on the link in the email within one hour of recieving it or it will expire and you will need to request it again. The link will display your new subs password. To get a new game password, log into the account section and click on the 'Game Password' link on the left. Select the account you need a password from the dropdown and you will recieve a time-limited email as for the subs password.

This process should be pretty much instant. Sometimes webmail services takes a little while to refresh but mostly you should recieve the emails within minutes of requesting them.

You cannot access your registered email
If you need new passwords but your email address is no longer valid or someone has hacked your email and you need to change the email address for security, you will need to email subscription(at)goa(dot)com withthe following info:

• Account name
• Real name (as it appears in the registered details)
• Real address (again as per the registered details)
• CD-keys that you used to create the account
• Original email address (as per registered details)
• New email address

Clearly state the reason for needing to change the email address and be ready to answer additional questions about your ownership of the account if the subscription service need them. They will be able to change the registered email address for you and you can then request new passwords as above. Depending on their workload, they will answer within a couple of days. Do not keep reopening your query through RightNow as this will simply push it further down the queue and mean you will wait longer for an answer. If you have several sets of CD-keys and don't know which keys are for which account just send in all the ones that you have and the subscription service will be able to sort them out for you.

You've sent an email to subs or are waiting for the automatic email and had no reply
Firstly check to see that your email address is spelled correctly in the subscription pages and is a valid address. If it is wrong you will need to ask the subscription service to change it as above. Next check your junk or bulkmail folders and any filters that you or your ISP/mail host may have in place. Emails from us come from a noreply address and many mail clients or ISPs (especially webmail services such as Hotmail) will filter these automatically unless you specifically tell them not to. Make sure that the goa.com domain is added to your white lists and that there are no filters applied by your mail provider.

You cannot access Rightnow as your game login is invalid
You use your game login to access RightNow. If your game login is good for the game but invalid when trying to login to Rightnow there are two explanations for this.
1: You have more than one game account with the same email address. In this case you should be able to log in with your other account. Just be sure to clearly state the account you are having problems with if you log into RigthNow using a different account. You can fix ths problem yourself by changing the email address in your registered details so that both accounts are linked to different email addresses. You do not need to contact us to do this as long as you have access to the original email address.
2: You have changed your game password previously and RightNow has not updated with this change. In this case you should still be able to log in with your old password if you still know it. Otherwise simply send an email to the subscription service asking them to synchronise your RightNow account. Be sure to give them the correct account details.

You are getting a message that says 'Invoice in Progress' when trying to resubscribe
This means that a previous attempt to pay has failed and the system is blocking you for a period as an anti-fraud measure. Firstly, navigate away from the site and clear your browser cache to ensure that you are not seeing a cached page. To do this in Internet Explorer go to 'Tools' then 'Internet Options' and 'delete all temporary content'. In Firefox go to 'Tools' then 'Options' then 'Privacy' and 'Clear Cache'. Go back to the Subscription site, if you are still getting the message you will need to wait for it to clear. It will do this by itself after a few hours.

[kaedrick2]

After having problems renewing my account it seemed that I may be on the point of solving them by supplying information. UNFORTUNATELY when I go to the site provided by the link in the e.mail from GoA the support section tells me that my user id and or password is not valid. YET this is the same user id and password that allows me to enter my subscription account...so how do I now pass the information to GoA? Is there a telephone number which I can use please?

[IainC]

Originally Posted by kaedrick2

After having problems renewing my account it seemed that I may be on the point of solving them by supplying information. UNFORTUNATELY when I go to the site provided by the link in the e.mail from GoA the support section tells me that my user id and or password is not valid. YET this is the same user id and password that allows me to enter my subscription account...so how do I now pass the information to GoA? Is there a telephone number which I can use please?

Originally Posted by Requiel

You use your game login to access RightNow.

Your subs login is only used for the subscription site. For RightNow you use your game logins. If you don't know what any of your logins are then you will need to get new ones as described in the first post.

If you don't have access to the registered email address for your account, then you need to email subscription, again as described in the first post.

[kaedrick2]

Thank you, however it will not let me in to that site when I use my game login either. Not only that but when I ask for another password it states that my user name is not recognised. I can play the game with it so do not understand why this is happening which is very frustrating.

[Wuntvor]

Hi Requiel,

I'm trying to access my Subs account page but my old subs login and P/W don't work. I have requested a new one to be mailed to me but I am not getting the mail through. I thoroughly checked that the e-mail address was correct before hitting the button. I have checked that "noreply@goa.com" is not being filtered or blocked by my ISP/mail server (which I know it isn't because I received a subscription auto renewal mail not long ago). I have also checked that my mail address is receiving mails by sending a test mail from another email address.

I'm kinda of stuck as to what to do next........ any help would be greatly appreciated

[IainC]

Both of you will need to email the subscription service I'm afraid. There's nothing else I can suggest if the automated systems aren't working for you.

[Wuntvor]

Originally Posted by Requiel

Both of you will need to email the subscription service I'm afraid. There's nothing else I can suggest if the automated systems aren't working for you.

Will do, thanks for the rapid response

[kaedrick2]

Thank you for your help. This may be a silly question but do you have an e.mail address for the subscription service please. I ask this because, as stated in a previous post, the support service site will not accept my subscription or game login user names or passwords.

[Zenythe]

If you need to get ahold of the subscription team but can't get into RightNow you can email subscription@goa.com be very clear with what your problem is and be patient, that department deals with all Euro subscribers.

[kaedrick2]

Thank you, you have been very patient and very helpful, I am most grateful.

[Blow]

You are getting a message that says 'Invoice in Progress' when trying to resubscribe
This means that a previous attempt to pay has failed and the system is blocking you for a period as an anti-fraud measure. Firstly, navigate away from the site and clear your browser cache to ensure that you are not seeing a cached page. To do this in Internet Explorer go to 'Tools' then 'Internet Options' and 'delete all temporary content'. In Firefox go to 'Tools' then 'Options' then 'Privacy' and 'Clear Cache'. Go back to the Subscription site, if you are still getting the message you will need to wait for it to clear. It will do this by itself after a few hours.[/quote]


If you set it for 1 hour thats enough anti-fraud or not? waiting for more then 4 hours and still getting the invoice in progress msg. and that only because i did spaces between CC number

[Blow]

Just got the most stupid reply of Rightnow, they send me, If you still got that problem reply us.... I replied still cant renew!

[eggy]

Originally Posted by Blow

Just got the most stupid reply of Rightnow, they send me, If you still got that problem reply us.... I replied still cant renew!

Exactly the same I just got.

[Jeros]

Originally Posted by Requiel

If you have a problem with your subscription or your account, read this first before making a new thread.

You cannot access your registered email
If you need new passwords but your email address is no longer valid or someone has hacked your email and you need to change the email address for security, you will need to email subscription(at)goa(dot)com withthe following info:

• Account name
• Real name (as it appears in the registered details)
• Real address (again as per the registered details)
• CD-keys that you used to create the account
• Original email address (as per registered details)
• New email address

Clearly state the reason for needing to change the email address and be ready to answer additional questions about your ownership of the account if the subscription service need them. They will be able to change the registered email address for you and you can then request new passwords as above. Depending on their workload, they will answer within a couple of days. Do not keep reopening your query through RightNow as this will simply push it further down the queue and mean you will wait longer for an answer. If you have several sets of CD-keys and don't know which keys are for which account just send in all the ones that you have and the subscription service will be able to sort them out for you.

Oh hell! i am unable to access the registered email for my subs, i have sent a email to the subs email, but i dont have my cd-keys, the booklets are on the other side of the world!

Please dont tell me i have lost everything.....

[Khalesh]

Dunno if anyone can help me or has had a similar problem but here goes:

I have been trying to renew my 2 DAoC accounts for several weeks now. I can log into my accounts on the subscription pages but whenever i try to pay for my subscriptions i get the error message "An error has occured please try again later".

I mean i select my subscription period, click validate and always get the error message above.

I have tried at different times of the day and different days of the week but i always get the message above.

I have contacted subscription@goa.com various times but they always come back to me saying make sure you have your cookies on accept all, security low blah blah blah ..... try from a different computer.

I have told them the following:

1) I have tried from my 2 home pcs and i cant renew my accounts.
2) I have tried from 2 work pcs and nothing.
3) I have tried form a friends pc and nothing.

More importantly:

4) I have been able to renew my accounts from my home pc in the past so why cant i do it now?
5) I gave my login details to a trusted frined who was renewing his accounts. He was able to renew his accounts but he could not renew mine. I mine THIS surely must mean that there is something wrong with my accounts at goa NOT my pc settings.

I have asked goa if there is any contactnumber i can ring and speak to someone on the phone but they never came back to me on that one either.

I am at my wits end ...BLOODY GOA ...... so anyways before this deteriorates into a full blown flame/rant post can anyone suggest what i should try next?

Also does anyone have a telephone number i can ring a speak to someone?

Thanks