Important Annoucement from Square-Enix

[Lightningcount]

OK I found a service that offers verified by visa for prepaid or temporary cards.

http://www.www-card.com/Screens/User.../HomePage.aspx

On the homepage for that card company is the verifiedbyvisa logo. Now if anyone can test this on a free trial, that would be amazing. I would test it on my account, but I do not wish to see the rejected sign, and then see the rejected sign on my other card because it is a prepaid as well, just doesn't have much left on it, and I can not recharge it. (2 months worth left.)

[EvilSid]

So for some of the issues coming up from the LM-17 occurrences and the billing policy changes in Japan and North America, I went to POL chat. I got SEI POL Edgar A. Because of these changes, and the sheer number of importers of the JP and NA clients (JP for everyone before NA release, and NA for all the EU players before the EU release), they're making it hard for some of the owners of their longest-running accounts. Also, I asked him to relay up the chain that they seem to be expressing a bias against military personnel with not letting us change account region or letting us use any address when we have to move out of region for something, which is fairly likely in 7 years of time. He said he'd try, but the best bet on getting them to consider adding an option to change account region is to have multiple submissions from multiple people to the Comments and Suggestions form, linked below.

All you importers and military people here, please ask for the option, and say so if you are military and would have trouble if you get stationed out of country and they won't accept your current address. Why only have the BBB after them? Why not give them a reputation with military people that this company would be a bad choice to deal with if you get deployed overseas, because they won't help you much outside fo region, and won't let you deal with the local region? Japan is a society based on shame, not guilt, so shame them into changing something. Negative publicity can cause loss of face, see Pandemonium Warden.

https://secure.playonline.com/supportus/index.html

Spoiler: show

Area of Comment/Suggestion

Service & Support: Other: Region-locked Accounts

Details

Summary for what follows:

We need a means to change account region if we get moved out of the country due to government or military work, or you need to start letting us register addresses to our accounts that are foreign to the account region.

Also, consider how many loyal customers, some importers that were your very first customers of this service, are being impacted by your policy changes and are losing account access because of lack of the options asked for in the last paragraph.

Detailed version:

Your service has been running for over 7 years now. I noticed that you have no means of changing the region an account is locked to, and 7 years is a long time to expect someone to live in the same place, especially with people working for the military and government being part of your customer base. You also don't allow us to register foreign addresses outside the region to our accounts, which is especially a problem with Japanese accounts, since if billing fails, you can't just simply register a new payment method and try that. Instead you get a paper bill in the mail, sent to the address on your JP POL account (which will be fake if you have moved outside of Japan since, or imported before a local version was available), and cannot get the account reactivated until you pay that bill in person at a Japanese post office or convenience store. Now with billing policy changes, we are having trouble using cards from outside the region from banks that don't support the same features, as many European banks don't support Verified by VISA or MasterCard's equivalent.


Your people in charge of the account system should consider adding a means to change the region an account is set to, so that people don't have to import expansions and payment cards, if they either moved in the past 7 years, or imported before a local version of the game was available. It took your company 3 years or so to add a European version, so a lot of Europeans have NA accounts, and not a lot of European card issuers support the new billing requirements. There was also a significant number of importers of the JP version, considering that was all that was available for the first year and a half of the game. JP accounts had a billing policy update, though not advertised, that stops most non-Japanese cards from being accepted, requiring users of those accounts to import WebMoney cards to keep playing.

If you don't add a region change option, or be more careful with your policy updates, you will be pruning a lot of importers, military employees, and government employees from the game, with almost no option of account recovery. They likely won't be interested in services from your company in the future, especially Final Fantasy XIV, if they get negatively impacted by changes to this game.

As it stands now, you seem to expect that if someone moves to another region, they need to start the game over with a completely new character, which is very unappealing to someone with years of playtime and multiple max level jobs. Why would we want to start over an account with 1000+ hours of playtime just because we got deployed, or we were in another country on a student VISA which expired and we went back home?

Done!

I hope more people beside you and me will do this.

Also..

OK I found a service that offers verified by visa for prepaid or temporary cards.

www.www-card.com/Screens/UsersManagement/HomePage.aspx

On the homepage for that card company is the verifiedbyvisa logo. Now if anyone can test this on a free trial, that would be amazing. I would test it on my account, but I do not wish to see the rejected sign, and then see the rejected sign on my other card because it is a prepaid as well, just doesn't have much left on it, and I can not recharge it. (2 months worth left.)

Thank you, bookmarked.

(But if that site only accepts Visa cards with VbV then it's totally pointless :D )

[Lightningcount]

Well, it is an extra step, but you can load some money on to a prepaid visa, then load the money onto this card. It is an extra step though so idk if people would be willing to do it. Personally I would calculate how much I would need for the monthly fees+ the add ons for a 1 year time spam, then I would add just a little bit more, maybe 10 dollars, as a buffer, then load it onto this card. Since the card is only good for a year, it makes a little sense. The only problem is finding out if the card actually works or not. Or if the verified by visa is only good if the original card is VBV

[Jayhawk]

That site linked in the original post said my card was not eligible. I figured that site was for US only. Since I have a Canadian credit card, I searched around for "verified by visa" and my bank and found a page on my bank's site for me to activate the service for my card. It said that I already activated the service during some random night! :>

[Gokulo]

OK I found a service that offers verified by visa for prepaid or temporary cards.

http://www.www-card.com/Screens/User.../HomePage.aspx

On the homepage for that card company is the verifiedbyvisa logo. Now if anyone can test this on a free trial, that would be amazing. I would test it on my account, but I do not wish to see the rejected sign, and then see the rejected sign on my other card because it is a prepaid as well, just doesn't have much left on it, and I can not recharge it. (2 months worth left.)

Well I created a card using this right now, says it will work in 10 min but... registering server maintance atm so can't check it. :/ When does it end btw?

[Massimo]

Well I created a card using this right now, says it will work in 10 min but... registering server maintance atm so can't check it. :/ When does it end btw?

[Date & Time]
Phase 1
From Jul. 31, 2009 21:00 to Aug. 1, 2009 8:00 (PDT)

Phase 2
Aug. 2, 2009 from 0:00 to 9:00 (PDT)

[Gokulo]

Well great. Just tried using this WWWcard. POL didn't accept it. I went back to their site to cancel this card to get my funds back. Couldn't log in because of an error that the action cannot be performed right now. Thinking I maybe put the wrong password I used the option "I forgot my password." Had to type the WWWcard number and exp. date. After I did I got a msg they cannot retrieve the password because the card I entered is either expired or not valid. Then I choose the option that I forgot my WWWcard details. Had to enter my original Visa number I used for registration and it's expiration date. Got another msg that this card is either expired or not valid. WTF!

[Deemos]

Well great. Just tried using this WWWcard. POL didn't accept it. I went back to their site to cancel this card to get my funds back. Couldn't log in because of an error that the action cannot be performed right now. Thinking I maybe put the wrong password I used the option "I forgot my password." Had to type the WWWcard number and exp. date. After I did I got a msg they cannot retrieve the password because the card I entered is either expired or not valid. Then I choose the option that I forgot my WWWcard details. Had to enter my original Visa number I used for registration and it's expiration date. Got another msg that this card is either expired or not valid. WTF!

The system is just fuckin us step by step, lol

[pugnax179]

so i wake up this morning disconnected from Playonline

try and log back into the game but says i have no content id's
wasn't billed this month so now im at a loss cause im very confused as to how to go about on this

[kamilus]

Well great. Just tried using this WWWcard. POL didn't accept it. I went back to their site to cancel this card to get my funds back. Couldn't log in because of an error that the action cannot be performed right now. Thinking I maybe put the wrong password I used the option "I forgot my password." Had to type the WWWcard number and exp. date. After I did I got a msg they cannot retrieve the password because the card I entered is either expired or not valid. Then I choose the option that I forgot my WWWcard details. Had to enter my original Visa number I used for registration and it's expiration date. Got another msg that this card is either expired or not valid. WTF!

Looks like scam.

[Ashira]

Well great. Just tried using this WWWcard. POL didn't accept it. I went back to their site to cancel this card to get my funds back. Couldn't log in because of an error that the action cannot be performed right now. Thinking I maybe put the wrong password I used the option "I forgot my password." Had to type the WWWcard number and exp. date. After I did I got a msg they cannot retrieve the password because the card I entered is either expired or not valid. Then I choose the option that I forgot my WWWcard details. Had to enter my original Visa number I used for registration and it's expiration date. Got another msg that this card is either expired or not valid. WTF!

Looks like scam.

No.

Did you even consider calling the 24/7 customer support? No, we'd rather whine and bitch about how it didn't work than find things out for ourselves.

I just tried this myself because I finally closed my old bank account and just hadn't gotten around to changing my debit card info, which is annoying because had I done so a week ago I wouldn't be in the boat I am now.

Amusingly, my old bank card would have been eligible for Verified by Visa, but my new one isn't, haha.

Going through the wwwcard signup, I'd had some issues because of noscript, had to try twice, etc. Had the card issued, then ran into the same issues as the guy above. Called the customer support line, they said the card was issued and immediately cancelled because of 'suspicious activity,' which I think was because of the signup. That or trying to use it too soon or some such.

They said they would have to verify with my bank, fax them or whatever and it'd be cleared in a couple days; I asked them to just cancel and they said the chargeback would be back on my card in a few hours.

[Despain]

Had no problems whatsoever. Only pissed because it was Aspid 100% pop this morning, and it disconnected me -.-; couldn't log back in because of the fucking registry maintenance or whatever.

I'll never get a black belt >_>'

[pugnax179]

well figured out that Citi isnt enrolled in the Mastercard Securecode program so yep, expectin to see ppl get the shaft real soon

[Vite]

After 5 years seriously i had it with this Square-fags bitch company. Going to try Aion mmorpg or something. GL all

[Nauyam]

Anyone knows where I can see if the fucking reg servers are up again? I got baned with LM21 like every month. Now I tried to renter the Information on my PS2 but I get 60257 and well this message gives u no clue whats wrong.

[Meshe]

This system is just pure BS, I tried to log and apperently the system says I had unpaid fees... aperently I been playing a unpaid Expansion... so the system claimed. I went in and reregister everything, and stop at the new 3-D thingy, I went in the webpage it says I have to go through, my mexican bank does have the Mastercard securecode, and after all the information ask the bank authorizes everything and as soon after that the Pol webpage just says card isnt authorize... WTF

The web chat isnt available... just the freaking mail just pure BS

[Gokulo]

No.

Did you even consider calling the 24/7 customer support? No, we'd rather whine and bitch about how it didn't work than find things out for ourselves.

I just tried this myself because I finally closed my old bank account and just hadn't gotten around to changing my debit card info, which is annoying because had I done so a week ago I wouldn't be in the boat I am now.

Amusingly, my old bank card would have been eligible for Verified by Visa, but my new one isn't, haha.

Going through the wwwcard signup, I'd had some issues because of noscript, had to try twice, etc. Had the card issued, then ran into the same issues as the guy above. Called the customer support line, they said the card was issued and immediately cancelled because of 'suspicious activity,' which I think was because of the signup. That or trying to use it too soon or some such.

They said they would have to verify with my bank, fax them or whatever and it'd be cleared in a couple days; I asked them to just cancel and they said the chargeback would be back on my card in a few hours.

Well sorry for my "being surprised at the whole thing" post. Actually, at the same time I wrote that post I send an e-mail to their support. No, I didn't call them, because I'd rather avoid an international call for stupid extra costs(I'm from Poland) I'm not saying it's a scam or anything, but even getting a message that my own card, that they had no problem charging a couple of hours before, is considered as not valid or expired was just weird. Sadly, I still didn't get any response from them, but I'm not really in a hurry now. If I don't get any response by tomorrow I'll just call them myself I guess.

[Staleyx]

Was kicked this morning, tried to log back in says I have unpaid fee's on my account? Guess they never charged me for the xpac, but none the less I have enough money on the card. Then POL made me update cc info. Blah blah blah, try to update, card isnt eligible for VBV. Will try calling customer support monday.

[EvilSid]

Wait one moment while you are being connected. To better assist you, please have the following information ready:
PlayOnline ID,
Full name on the account,
Date of birth,
PlayOnline registration code,
First 4 and last 4 digits of the CC.
All agents are currently busy. Please stand by.
We are currently experiencing a high chat volume. If you are calling regarding an LM error, please have your PlayOnline ID and first 4 and last 4 numbers of the credit card currently on the account, without it an agent will not be able to assist you.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
You have been connected to SEI POL Eric.
SEI POL Eric: Hello, Yvonne, thank you for contacting the PlayOnline Information Center. Just a few moments while I review your question, please.
SEI POL Eric: Before we start can I please have your POL ID
Yvonne: *******
SEI POL Eric: Thanks Yvonne.
SEI POL Eric: Okay so your visa is not supported by 3-D secure?
Yvonne: Yes.
Yvonne: It's the same card I used to pay fees in the last three years
SEI POL Eric: Well unfortanetly 3-D secure is a new system we are using and we can only accept Visa and Master card.
Yvonne: Okay, I know this. But I am a PlayOnline member since November 2003.
Yvonne: And all my fees were always succesfully payed with the current card.
SEI POL Eric: Do you have any other cards that you can use with 3-D secure?
Yvonne: Unfortunately, no.
SEI POL Eric: Well we are very sorry for the inconveniance but as of right now there is no way we can update your credit card information unless it is through 3D secure. But I can take your contact information and contact you when we can update your information here at the info center?
Yvonne: What information do you need? And when will you be able to update payment information at the info center?
SEI POL Eric: Well I do not know the timetable for when we can personally update information but we can contact you as soon as that comes out.
SEI POL Eric: Would you still like to be contacted?
Yvonne: Yes
Yvonne: My current e-mail address is *************
SEI POL Eric: can I also get a phone number?
Yvonne: Can you tell me an extimated time of arrival for the payment information update through info center?
Yvonne: I live in Italy since 2004, my husband is italian. Can I give you an italian phone number?
SEI POL Eric: yes that will be fine.
Yvonne: 039**************
SEI POL Eric: For the estimated time, I do not know an estimated time because we were just told this morning of the news.
Yvonne: Can you also tell me if you will ever implement a way to switch account nationality? This would have avoided me a lot of issues.
Yvonne: I mean, switching my account from us to eu.
SEI POL Eric: Yvonne, please hold while I look into your issue.
SEI POL Eric: Thanks for holding Yvonne.
SEI POL Eric: There is no way for you to transfer your US account to an EU account.
Yvonne: Understood.
SEI POL Eric: I'm very sorry. I can understand that being a member since 2003 your account is very valuable.
Yvonne: You force me to have a new credit card with 3-D secure, or quit the game I played for six years
SEI POL Eric: Thank you for your continued support even when you are in Italy.
Yvonne: Can I give you my cellphone number? It would be better, cause the person who could answer to the previous given number could not be able to fully understand english. You'd better have my own cellphone number.
SEI POL Eric: I'm very sorry. We are hoping to solve the direct update issue as soon as possible.
SEI POL Eric: Ok I can take that down.
Yvonne: Having a credit card with VerifiedByVisa or SecureCode could be an issue here in Italy
Yvonne: Ok, that's 039*****************
SEI POL Eric: ok great. I just sent in your contact information so make sure to check your email for any news from us.
SEI POL Eric: Are there any other issues I can assist you with right now, Yvonne B?
Yvonne: Please forward my issue to your chiefs
Yvonne: There are a lot of people having trouble with the new policy
Yvonne: and they will be forced to quit the game they played for a long time
SEI POL Eric: Yes we definitely understand that is why we are working on a sunday.
SEI POL Eric: Are there any other issues I can assist you with right now, Yvonne B?
Yvonne: It seems no.
Yvonne: Tomorrow I will try to check some banks products
SEI POL Eric: We are very sorry for the inconvenience.
Yvonne: To see if I can buy a compatible card
SEI POL Eric: Yes that would be a great idea.
SEI POL Eric: And make sure to check your email for any updates.
Yvonne: But that's not the sort of thing a lot of people would accept to do for a videogame.
Yvonne: Expecially younger people who would like to play with prepaid card or gift card
Yvonne: And the majority of these cards are not compatible with VbV and SecureCode
Yvonne: Please forward this to your chiefs
SEI POL Eric: I know exactly what you mean. Its a brand new system and we know there a more changes that have to be made.
SEI POL Eric: I will definitely make sure to send in thoughts to our managers.
Yvonne: Also it's not fair that just PC US account users are affected by this
Yvonne: and console US accounts plus EU accounts are not affected
SEI POL Eric: I think the best way to handle this right now is to visit our site and leave a comment or suggestion.
SEI POL Eric: The more comments we receive the more change that can be done.
Yvonne: I've already done it yesterday
SEI POL Eric: Well I will not be surprised if major changes come after more people leave suggestions on our site.
Yvonne: A lot of internet communities are inciting people to leave comments on POL about this issue
SEI POL Eric: And that is the best way to handle this payment situation.
Yvonne: because a lot of old players are quitting the game
Yvonne: and this is not a great spot for your company, seeing the future release of FFXIV
SEI POL Eric: We are trying the best we can and changes will come.
SEI POL Eric: Remember that system is barely a week old so we are improving it.
Yvonne: Well, that's encouraging.
SEI POL Eric: So thank you for your continued support.
SEI POL Eric: Are there any other issues I can assist you with right now, Yvonne B?
Yvonne: No, thanks.
SEI POL Eric: Thank you for contacting the PlayOnline Information Center. Please try back during our regular business hours. Our hours are Monday - Friday 9:00AM to 6:00PM PST.
Thank you for visiting our PlayOnline Chat line. Take care and hope to see you online!
Your session has ended. You may now close this window.

*

[Mistress Stowastiq]

Well great. Just tried using this WWWcard. POL didn't accept it. I went back to their site to cancel this card to get my funds back. Couldn't log in because of an error that the action cannot be performed right now. Thinking I maybe put the wrong password I used the option "I forgot my password." Had to type the WWWcard number and exp. date. After I did I got a msg they cannot retrieve the password because the card I entered is either expired or not valid. Then I choose the option that I forgot my WWWcard details. Had to enter my original Visa number I used for registration and it's expiration date. Got another msg that this card is either expired or not valid. WTF!

Might be the default lock out that happens to prevent tampering/hax miss use of password. If you wait a bit for it to reset it might clear up.