Support for the New NCsoft Security Update
By
Acemace,
Posted on: 2011-03-06 24:30 in ALL ACCESS Gameplay Technical Issues Bugs
Quote:
Let's be honest, every single problem they've caused with this new system could have been avoided if they'd given even a day's notice before switching it on.
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Originally Posted by Acemace
Tiny vent,
"Unique Account ID(s): A unique identifier was sent to you in an e-mail titled "Game Account Activated" on the day that you originally activated your game account" Yeah, SEVEN #$%&ing years ago, I looked it's not in my current email which means it was an old account, /more then one email account in nearly a decade....boggle/. Same goes for "Serial codes/access keys:", let me look for that game CD I bought in March 2004, ah there it is sitting right next to my keyboard... I only even attempted to log into my master account today to purchase the new booster pack (for my wife's account as well), and this will get resolved, but.. ..it would've been nice to know I even needed some of that information from my master account before implementing the new measures, in other words, quite a hamfisted process you followed NCSoft, somehow I think the brilliance that is CoX Marketing was in charge of this as it has that familiar aroma of fail. . |
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Quote:
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Originally Posted by The_Spad_EU
Let's be honest, every single problem they've caused with this new system could have been avoided if they'd given even a day's notice before switching it on.
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Thank you.
"You know that information in your MA that you've never needed for access, well now you can't get in without it, hahahahahahaha. -NCSoft"
=P
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"Oh and by the way you'll need to sign up for a new "Support" account to log a support ticket with us to get it fixed"
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Originally Posted by Acemace
Thank you.
"You know that information in your MA that you've never needed for access, well now you can't get in without it, hahahahahahaha. -NCSoft" =P |
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Whenever you need to send a ticket (for ANY reason) out of game, you need to create a seperate NCsoft support account. It has been that way since I have been playing the game....
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Originally Posted by The_Spad_EU
"Oh and by the way you'll need to sign up for a new "Support" account to log a support ticket with us to get it fixed"
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I know, but most people won't have had to use it before, thus it will seem doubly annoying this time around |
Originally Posted by Gangrel_EU
Whenever you need to send a ticket (for ANY reason) out of game, you need to create a seperate NCsoft support account. It has been that way since I have been playing the game....
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My sincere apologies to anyone who is experiencing any level of frustration in relation to the new security update. We absolutely agree that additional time to communicate and prepare players for this update would have been preferable and have communicated the need for such to the appropriate individuals.
We will strive to make any further security updates such as this a much smoother process and less jarring to our Community.
Thanks everyone for your patience.
- Z
Andy Belford
Community Manager
Paragon Studios
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You know as much as I hate to say it, your apology isn't correcting the issue at all, nor does it put people at ease with this situation. I know 3 people who will no longer be playing because they can't get into their accounts and when contacting support they were no help. So say goodbye to many people who may not be able to get into their account to add more play time to their accounts. Because some of the questions that are asked may not be able to be answered. I know I personally never kept my original CD when my account was created, nor do I remember which credit card I used, because over the past 7 years, I couldn't tell you how many new credit cards I've gotten and how many I've trashed for the new ones.|
Originally Posted by Zwillinger
My sincere apologies to anyone who is experiencing any level of frustration in relation to the new security update. We absolutely agree that additional time to communicate and prepare players for this update would have been preferable and have communicated the need for such to the appropriate individuals.
We will strive to make any further security updates such as this a much smoother process and less jarring to our Community. Thanks everyone for your patience. - Z |
You're new security will cause a lot of account loss and it's a shame for the many who will fall accountless with this new system.
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Apologies aren't designed to be a solution. And you'd be one of the first to call out the red names if they didn't say what Z did. You can't have it both ways.|
Originally Posted by Beef_Cake
You know as much as I hate to say it, your apology isn't correcting the issue at all, nor does it put people at ease with this situation. I know 3 people who will no longer be playing because they can't get into their accounts and when contacting support they were no help. So say goodbye to many people who may not be able to get into their account to add more play time to their accounts. Because some of the questions that are asked may not be able to be answered. I know I personally never kept my original CD when my account was created, nor do I remember which credit card I used, because over the past 7 years, I couldn't tell you how many new credit cards I've gotten and how many I've trashed for the new ones.
You're new security will cause a lot of account loss and it's a shame for the many who will fall accountless with this new system. |
Sorry you and your friends have been having problems, but it's not as hard as you're making it seem to keep track of things. I've been playing over 5 years on the same card, and I know exactly where my game CDs and keys are, and I've moved halfway across the country in that time.
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Well that's fantastic for you, but many people don't keep these things. Sorry I'm not a pack rat, I threw my box and CD away maybe a month after I got tired of seeing it collecting dust on my shelf.|
Originally Posted by White Hot Flash
Apologies aren't designed to be a solution. And you'd be one of the first to call out the red names if they didn't say what Z did. You can't have it both ways.
Sorry you and your friends have been having problems, but it's not as hard as you're making it seem to keep track of things. I've been playing over 5 years on the same card, and I know exactly where my game CDs and keys are, and I've moved halfway across the country in that time. |
Your name on the account, address, and last 4 digits of your current credit card should be more than enough, and if not, maybe the last 2-3 codes that have been applied to your account should be sufficient enough information to show you own the account.
And yes, I know exactly whats going on with 3 of the people I know. But I don't feel me exlaining that to you will help their situation. My point is, other steps could have been put into place instead of what we have now. Support told one fo the 3 people having this issue "Tough!, if you can't provide the information we ask for, you can not gain access to your account" And that person is a 78 month vet player. Guess it doesn't matter though because either way, this person will be going to play another game because of the flaws of the security system, and her not being able to provide the information they are asking for.
I see this trend happening with many people, too bad NcSoft will be losing even more money over this.
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Strangely enough, i *do* know people who managed to get access back to their account even though they didnt have the original CD key.|
Originally Posted by Beef_Cake
Well that's fantastic for you, but many people don't keep these things. Sorry I'm not a pack rat, I threw my box and CD away maybe a month after I got tired of seeing it collecting dust on my shelf.
Your name on the account, address, and last 4 digits of your current credit card should be more than enough, and if not, maybe the last 2-3 codes that have been applied to your account should be sufficient enough information to show you own the account. And yes, I know exactly whats going on with 3 of the people I know. But I don't feel me exlaining that to you will help their situation. My point is, other steps could have been put into place instead of what we have now. Support told one fo the 3 people having this issue "Tough!, if you can't provide the information we ask for, you can not gain access to your account" And that person is a 78 month vet player. Guess it doesn't matter though because either way, this person will be going to play another game because of the flaws of the security system, and her not being able to provide the information they are asking for. I see this trend happening with many people, too bad NcSoft will be losing even more money over this. |
Instead they put down the costume pack codes that they had bought (and KEPT the reciepts of).
And it doesnt matter if you have been playing the game for 10 years or 1 months, you should all be treated the same.
JUst explain why you dont have the info as an answer. I got access back after sending the first fields )account name to date of birth). For serial codes I provided 4 codes from booster packs. And nothing for the unique ID thingie since like almost everyone, that email is gone somewhere in Internet Heaven since it was 7 years ago.
I got a reply after 2-3 days saying my questions were cleared. I was able to log back in Master Account... and I went to CHange mMy Password where I changed it, and made 2 new questions and answers that I will remember 30 years from now on, unless I have Alzeihmer.
Yeah I was angry too at first, but it ended well. And I agree, they should have communicated this change more clearly. There are still some people that don't know about the change yet I'm pretty sure. When big changes happen like this, they should announce where everyone should see it, and that is in the game.
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Unfortunately, costume pack codes are now obscured both on the digital reciept and on the accounts page. NCSoft IS driving customers away by being overly anal-retentive about this stuff.
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One of the 3 did manage to get back in a few minutes ago, after submitting every code they could muster. So that's good, but the other two may not be so fortunate.
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Originally Posted by Gangrel_EU
Strangely enough, i *do* know people who managed to get access back to their account even though they didnt have the original CD key.
Instead they put down the costume pack codes that they had bought (and KEPT the reciepts of). And it doesnt matter if you have been playing the game for 10 years or 1 months, you should all be treated the same. |
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I'm sorry to hear that people are having issues, but I'm here to say that support was wonderful with me. I forgot my security question, so I simply sent in an "ask a question" stating my issue. All I did was give my e-mail address and my account's username.
Within a day, I was sent this e-mail:
"I have cleared the Password Hint Questions from this account for you. Once you enter the username and password, you will now be prompted to enter the date of birth listed on the account in order to authorize your location. As this is a temporary change, please be sure to update your Password Hint Questions/Answers associated with the account as soon as possible."
I went back to the site, logged in, entered my birth date, and created new questions. My IP is now saved to the account, so all I have to provide is my username and password when I go back (just like before).
It was quite painless.
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The code is listed in its entirety in the confirming email that is sent out.|
Originally Posted by Starcloud
Unfortunately, costume pack codes are now obscured both on the digital reciept and on the accounts page. NCSoft IS driving customers away by being overly anal-retentive about this stuff.
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Originally Posted by Master-Blade
I went back to the site, logged in, entered my birth date, and created new questions. My IP is now saved to the account, so all I have to provide is my username and password when I go back (just like before).
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After I logged in and created my new questions, I got this e-mail:|
Originally Posted by Ironblade
I HOPE it's not based on IP address. Most people do not have a fixed IP address.
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NCsoft Login Verification Success From: "NCsoft Support" <support@ncsoft.com> To: <e-mail address> Someone at <IP Address> has logged into your NCsoft account <Account_name> and added the IP to the list of authorized locations for the account. If you did not perform this action, please contact support immediately at support@ncsoft.com. |
Yes every time your IP address changes, Which is more likely than not Every time you Reboot you have to answer the Frickin Questions again.
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Originally Posted by Gangrel_EU
Strangely enough, i *do* know people who managed to get access back to their account even though they didnt have the original CD key.
Instead they put down the costume pack codes that they had bought (and KEPT the reciepts of). And it doesnt matter if you have been playing the game for 10 years or 1 months, you should all be treated the same. |
Bah.. you know what. I think both parties are partly at fault. Yeah they should have given more leeway time for this security update, but then again It is not NCsofts fault that our original email from 10 years ago doesn't work or is not accessible. I say this because I ran into this exact same issue this weekend.
Initially I spazzed and was pissed off... worrying that I would not be able to play this weekend. But I followed the steps online and I got a response back like 1 hour later... at 12am (Japan standard time). But even through all this I was still able to log into my 2 accounts... just wasn't able to log into the master account. I should be a 81 month vet or something... but I am on record as a 63 months vet. I agree Vet or new guy should be treated the same, but I also think that the same scenario shouldnt happen again in the future....
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Bah.. i meant to quote Beefcakes post. I also wanted to add that I still use/have access to all my emails from 10 years ago :-)
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Originally Posted by Lifewind
Bah.. you know what. I think both parties are partly at fault. Yeah they should have given more leeway time for this security update, but then again It is not NCsofts fault that our original email from 10 years ago doesn't work or is not accessible. I say this because I ran into this exact same issue this weekend.
Initially I spazzed and was pissed off... worrying that I would not be able to play this weekend. But I followed the steps online and I got a response back like 1 hour later... at 12am (Japan standard time). But even through all this I was still able to log into my 2 accounts... just wasn't able to log into the master account. I should be a 81 month vet or something... but I am on record as a 63 months vet. I agree Vet or new guy should be treated the same, but I also think that the same scenario shouldnt happen again in the future.... |
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Originally Posted by Beef_Cake
Well that's fantastic for you, but many people don't keep these things. Sorry I'm not a pack rat, I threw my box and CD away maybe a month after I got tired of seeing it collecting dust on my shelf.
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Yeah, if nothing else I likely wont be buying the new booster pack for two accounts, I was in the mood today and now I probably wont be messing with it.
I'm sure I'll get access to me and my wife's MAccounts, but it's not overstating the incident to say these new security features were incompetently implemented.
You have a product which has existed for what is creeping up on a decade, with a large portion of it's customer base having subscribed to it for that entire period, and no one apparently voiced any possible scenarios whereby retail CD's, original account verification (Unique Account ID), etc, etc, might be misplaced during all that time and that maybe there should be an announcement one week before bringing it live.
Honestly. If a dev fumbled the ball in this manner over a game feature there would be bloody hell screamed over various sections of the boards, be glad there's only one thread pointing to this debacle.
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Well the problem lies here, she has been throguh 2 PCs since she first registered, so her email with the Unique ID# has long been lost. She no longer has the original CD or box to get the 20 digit code that was used when the account was created. It's cool that some people hold onto these things, I personaly do not. I was lucky enough to find my .txt file I had on a backup CD with that information, if not for that I would be looking for a new game to play as well.|
Originally Posted by Lifewind
Bah.. i meant to quote Beefcakes post. I also wanted to add that I still use/have access to all my emails from 10 years ago :-)
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I just hope she can get back into her account, it'll be a shame to lose her as she is a very dedicated player and loves the hell out of this game. Support needs a better way to validate these accounts, as I'm betting a good portion of the community doesn't have some of this information the GMs are requesting.
Hell I know a lot of player with multiple accounts that got these accounts from friends who have long left the game, will get screwed and not be able to access these accounts as they won't have the information they need to give to the GMs to show it's their accounts, so NcSoft will be losing a lot of money when it comes to this. I know the EULA states you're not suppose to sell or give your account info to anyone, and this happens more than people like to admit, but at this point in the game, with this new security feature, they will be losing a lot of subscriptions due to people having second accounts that were given to them a few years back.
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Well, if that's the case, then we have a security system designed by morons. This is not reassuring.
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Originally Posted by Desi_Nova
Yes every time your IP address changes, Which is more likely than not Every time you Reboot you have to answer the Frickin Questions again.
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I'm going to be one of the first to say that the update was really annoying and unexpected and sure they should have given us some warning time, but I'd rather tighter security than someone in my gaming account messing with my toons or worse my payment info. Give them patience as 'it's only a game'.
I was lucky enough to remember my security question, but that's because I made sure to pick something that wouldn't change over time or preference. IE: it's not my fav music group, etc. If you haven't already, then pick something like this for yours, but don't make it obvious enough that your mailman could guess it.
Just a suggestion, but for my email accounts tied to activations, registrations, etc I have a 'Registrations' folder that holds all of the associated account information for cases such as these or say a reinstallation of that software when my system becomes unstable. Yeah so it doesn't help those that can't get in right away right now, but it's a good idea in general.
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That depends entirely on your ISP, service type, and the type of modem that you're using. I'm on cable, and I've had the same IP address for the last 2 years. My modem and computer both get rebooted once a week, when I do the weekly maintenance for the web server I run off my computer. I never asked my ISP for a static address, nor have I done anything to make sure I get the same IP. These days, it's not as likely or as easy as you'd think for your IP to change often. In many cases it can take as little as 5 minutes of the modem being without power, or as much as 8 hours, so unless you're still on dial-up, or you turn your modem off when you're not online, you're likely to keep the same address. It's different with every ISP, and with every modem.
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Originally Posted by Desi_Nova
Yes every time your IP address changes, Which is more likely than not Every time you Reboot you have to answer the Frickin Questions again.
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Tiny vent,
When you send your ticket, we ask that you include the following important information:
NCsoft master account name:
First and last name:
Physical Address:
Date of birth:
Serial codes/access keys:
Unique Account ID(s):
This information is required for us to help you with your support issue. Sending this info along with your ticket can help speed up processing and addressing of your ticket. If you have already submitted a ticket to NCsoft Support, please update it with the required information. Please include as much information as possible. For a detailed description of each field, click here. For the Unique Account ID field, your UID should look like this: ncsoft-0000000-userid-XX.
We apologize for any issues you may be happening during the transition to these new security measures, and we thank you for your patience.
A unique identifier was sent to you in an e-mail titled "Game Account Activated" on the day that you originally activated your game account"
Yeah, SEVEN #$%&ing years ago, I looked it's not in my current email which means it was an old account, /more then one email account in nearly a decade....boggle/.
Same goes for "Serial codes/access keys:",
let me look for that game CD I bought in March 2004, ah there it is sitting right next to my keyboard...
I only even attempted to log into my master account today to purchase the new booster pack (for my wife's account as well), and this will get resolved, but..
..it would've been nice to know I even needed some of that information from my master account before implementing the new measures, in other words, quite a hamfisted process you followed NCSoft, somehow I think the brilliance that is CoX Marketing was in charge of this as it has that familiar aroma of fail.
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