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If you need new passwords but your email address is no longer valid or someone has hacked your email and you need to change the email address for security, you will need to email subscription(at)goa(dot)com withthe following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:
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.
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
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.