Website access to Master Account broken.
By
Black Pebble,
Posted on: 2012-07-13 24:35 in ALL ACCESS Gameplay Technical Issues Bugs
Quote:
Well, I'm glad I'm not alone. However that doesn't exactly make me feel any better given the other NCsoft/NCsoft Austin decisions (Paragon Points/Paragon Reward Tokens/Server Transfer Tokens awarding haphazardly).|
Originally Posted by Black Pebble
I do understand that there are still those of you having difficulties logging in through the website, I'm actually one of those.
|
Quote:
|
Originally Posted by Black Pebble
The reality is at that this is an ongoing initiative and resolving it quickly is not likely.
|
Triumph: White Succubus: 50 Ill/Emp/PF Snow Globe: 50 Ice/FF/Ice Strobe: 50 PB Shi Otomi: 50 Ninja/Ninjistu/GW Stalker My other characters
Quote:
I will: City of Heroes makes about 10% of what Lineage and Aion do, and fixing these bugs is lower down on NC Soft's priority list.|
Originally Posted by Snow Globe
You really don't want me reading between those lines.
|
Personally I think folks here should be glad that NC Soft has invested as much money as they have in City of Heroes. Things like game resources are much more important to me staying here and enjoying myself than having two ways to log into my account. I get frustrated as well, but as long as I can use my account somehow it's not a total disaster.
While the web interface is nice to have, there's a work-around that is acceptable. This is just the way triage for bugs in software works. If it's got a work-around, then it's lower priority than other bugs that don't.
Quote:
Who said anything about a 'plot' to force us to use the game interface? Some people just don't like the idea of putting in credit card information though the game interface. For me it's more a matter of preference than trust.|
Originally Posted by Black Pebble
Using the game to update your info and purchase points is as safe as doing it from the website. In fact, it's also more reliable for now. It's a known system with fixed parameters. This is not a plot to force everyone to flee from web browsers, but it is an option that you should feel comfortable using for now.
I do understand that there are still those of you having difficulties logging in through the website, I'm actually one of those. The reality is at that this is an ongoing initiative and resolving it quickly is not likely. The folks in Customer Service also cannot do much more than they have been able to do so far, so please don't be too hard on them. |
Improvised signature:
Quote:
| Dark Helmet: WHAT? You went over my helmet? |
Quote:
Well yes but......CoH makes enough money to keep on going and producing new content, shop items, etc. One would think it would be a priority to fix the only means in which some players prefer to spend money on the game.|
Originally Posted by gameboy1234
I will: City of Heroes makes about 10% of what Lineage and Aion do, and fixing these bugs is lower down on NC Soft's priority list.
Personally I think folks here should be glad that NC Soft has invested as much money as they have in City of Heroes. Things like game resources are much more important to me staying here and enjoying myself than having two ways to log into my account. I get frustrated as well, but as long as I can use my account somehow it's not a total disaster. While the web interface is nice to have, there's a work-around that is acceptable. This is just the way triage for bugs in software works. If it's got a work-around, then it's lower priority than other bugs that don't. |
Improvised signature:
Quote:
| Dark Helmet: WHAT? You went over my helmet? |
Also GWII is starting soon, I imagine the NCSoft web monkeys are encourage to prioritize based on a games web activity.
Father Xmas - Level 50 Ice/Ice Tanker - Victory
$725 and $1350 parts lists --- My guide to computer components
Tempus unum hominem manet
Quote:
I see your point. I'm going to counter that neither of us knows NC Soft finances, but that in general it's possible to be profitable, but yet not profitable enough to justify the effort. If one is merely making one's money back, what is the point?|
Originally Posted by MonkeySee13
Well yes but......CoH makes enough money to keep on going and producing new content, shop items, etc.
|
(Ignore for the time being that banks are paying pretty durn close to 0% interest, and that for a safe investment "your money back" is about the most you can hope for these days.)
The point is profitable or not, CoH's contribution to NC Softs bottom line is likely pretty small. I'm sure Guild Wars and a few other things need to take priority. It sucks, but if we want to keep CoH around, it's best if all of NC Soft's properties make as much money as possible. So for the time being I'm willing to put up with it and hope that GW has a good launch, and they fix the web problem Soon().
I am having this problem. Sorry to see I am not alone
Guardian
Hot Alix 50 Fire/Kin/Psy:Main
Mora Victory Tri-Ice Tanker
Jasper Stone 50 Emp/ Elec:1st hero
Lady Courage 32 BS/SR
Cleo Cat 50 Ill/Kin
Max Multiplicity 35 MM Thug/Traps
Ripoffs are tacky and taboo. Be original!!
I got it to recognize my account/password, but now I have to guess the correct capitalization of my security questions because my computer "isn't trusted".
This is <pancake>.
Triumph: White Succubus: 50 Ill/Emp/PF Snow Globe: 50 Ice/FF/Ice Strobe: 50 PB Shi Otomi: 50 Ninja/Ninjistu/GW Stalker My other characters
Quote:
It's possible your IP address has changed. I had that happen once and couldn't log in to my master account at all, even though I was trying to access it at the same physical address. I contacted support, gave them the info they requested, and they reset my password and security questions. I was then able to log in, reset my password and questions, and authorize my new IP address and removed the old IP just to be safe.|
Originally Posted by Snow Globe
I got it to recognize my account/password, but now I have to guess the correct capitalization of my security questions because my computer "isn't trusted".
This is <pancake>. |
They seem to have fixed it though. I was able to log in on both master accounts without a problem through the website. https://login.ncsoft.com/login/loginform
To everyone that was having problems logging in to their NC Soft master accounts at https://login.ncsoft.com/login/loginform Try it now. It seems they have fixed it finally. 
Quote:
Bull. Now I can't even access my master account in-game. I was able to last week.|
Originally Posted by monkeyslap
To everyone that was having problems logging in to their NC Soft master accounts at https://login.ncsoft.com/login/loginform Try it now. It seems they have fixed it finally.
|
This is crap.
Edit:
Support ticket filed, which prompted the "Ask a question" site to give me two pages of Aion crap related to accounts before letting me fully submit my "question".
Support ID #120720-000246
Triumph: White Succubus: 50 Ill/Emp/PF Snow Globe: 50 Ice/FF/Ice Strobe: 50 PB Shi Otomi: 50 Ninja/Ninjistu/GW Stalker My other characters
Follow-up. I still don't have access to my master NCsoft account. The customer support rep only gave me a link to re-submit my ticket and CLOSED the original support ticket.
The following is my survey feedback over the original ticket handling:
Quote:
I don't appreciate being treated in this manner by customer support.|
Even though I provided every detail needed (Full name, account, serial codes applied to the account, last 4 digits of my credit card used to create the account, physical address, birthday, and unique account ids), I was told that I had to re-submit the exact same information again to gain access to my account. Then the customer support representative immediately closed the ticket. I'm NOT happy with this level of treatment. Original support ticket: 120720-000246 New support ticket: 120720-004123 |
Edit:
My original submission was flagged as an account problem, yet I was directed to resubmit to a special "account specialist".
After resubmitting the info via the new form, CS was supposed to get in touch with me inside an hour. They took almost 2 hours. Even though I resubmitted many other pieces of ID (physical address, birthday, last 4 digits of my Credit Card, a serial number from a retail package, my master account name, and my game account name) in the second support ticket, the CS person that responded "couldn't find" the name that created the account. That was 2.5 hours ago, and I still haven't received a response.
Triumph: White Succubus: 50 Ill/Emp/PF Snow Globe: 50 Ice/FF/Ice Strobe: 50 PB Shi Otomi: 50 Ninja/Ninjistu/GW Stalker My other characters
Good to know I'm not the only one having this issue. Bad to know I couldn't buy some points for my rename token. I don't mind doing it through the game, except I didn't see a way to do it with paypal through there. Also, I do prefer the way the website works.
Quote:
I think I can be hard on them for:|
Originally Posted by Black Pebble
The folks in Customer Service also cannot do much more than they have been able to do so far, so please don't be too hard on them.
|
- Closing a support ticket and telling me that I have to submit a new one, despite giving them:
- 25 serial codes applied to my account
- my credit card info (last 4 digits)
- my physical address
- my birthday
- my unique plaync account ids.
- Telling me that I had to submit another support ticket, despite having all the information given to them.
- Telling me that someone would be back to me in under an hour, and instead taking almost double that.
- Having a second customer support representative (supposedly an account support specialist) tell me that they can't find my first and last name when I submitted most of the previous information again (they only took 1 serial code and didn't ask for my unique plaync accounts).
- Despite that they had at least 4 other means of identification, they still didn't reset my security questions.
They can't do anything about my IP changing my address. I fully expect that my security questions got erased with the move last week. However, they can control their own actions.
Closing an account support question, despite going through the website "ask a question" support site and being given more than enough identification to properly verify an account, should be completely unacceptable. The first CS person should have escalated the support question if they couldn't deal with it themselves. This despite the fact the original support question was sent through the web form directed at the account services, otherwise I wouldn't have gotten "hey does all this Aion Account help pages solve your problem?".
Triumph: White Succubus: 50 Ill/Emp/PF Snow Globe: 50 Ice/FF/Ice Strobe: 50 PB Shi Otomi: 50 Ninja/Ninjistu/GW Stalker My other characters
Quote:
Yeah support can be a bit dimwitted sometimes. I added a couple in-game screen shots proving that I could log into both master accounts through the paragon market and that I wasn't typing in the wrong passwords. They reset my passwords and security questions anyway and sent a password reset email for my secondary account to my primary account's email and didn't send an email for my primary account. So they had to reset my primary account again and resend the email.|
Originally Posted by Snow Globe
I think I can be hard on them for:
They can't do anything about my IP changing my address. I fully expect that my security questions got erased with the move last week. However, they can control their own actions. Closing an account support question, despite going through the website "ask a question" support site and being given more than enough identification to properly verify an account, should be completely unacceptable. The first CS person should have escalated the support question if they couldn't deal with it themselves. This despite the fact the original support question was sent through the web form directed at the account services, otherwise I wouldn't have gotten "hey does all this Aion Account help pages solve your problem?". |
Don't feel too bad. I told them "fix the damn website" lol but I apologized to them later for being rude.
A couple days later they said they put in a 'fix' and to try it now. I can still log into both master accounts at the NC Soft website. It's possible they were able to fix my accounts only and have to do it on a per account basis until they find a way for a more thorough permanent fix.
Improvised signature:
Quote:
| Dark Helmet: WHAT? You went over my helmet? |
Here's the thing. It has now been almost 5 hours (I last updated at 1 pm PDT), and I now can expect that I won't get a response until Monday.
For a security question reset.
Not a password reset (I've been able to do that), not anything to do with my game account (though at this point I fully expect them to somehow <pancake> that up), just a security question update after providing around 30 pieces of identification related to my account.
Triumph: White Succubus: 50 Ill/Emp/PF Snow Globe: 50 Ice/FF/Ice Strobe: 50 PB Shi Otomi: 50 Ninja/Ninjistu/GW Stalker My other characters
I finally got a password (didn't need, but okay), and security question reset. Nearly twelve hours after the second support was submitted.
You know the worst thing? I was able to verify that I did, in fact, enter the security questions correctly yesterday. You see I have a secured, strong password protected hidden partition on a seldom used thumb drive with all my NCsoft information (not being paranoid or anything 
).
Triumph: White Succubus: 50 Ill/Emp/PF Snow Globe: 50 Ice/FF/Ice Strobe: 50 PB Shi Otomi: 50 Ninja/Ninjistu/GW Stalker My other characters
Any more word on this? I've actually just noticed that I can't log in to the website either.
And i haven't checked in the last few weeks, but I can't log into my account in game either. >_<
You'll have to send a petition or "ask a question" (or better directly to login support at: https://help.ncsoft.com/app/account/support ) on their support site. Be prepared to answer questions about the name you used to set up the account, last 4 digits of your credit card, at least one full serial code applied to the account, among other questions.
Triumph: White Succubus: 50 Ill/Emp/PF Snow Globe: 50 Ice/FF/Ice Strobe: 50 PB Shi Otomi: 50 Ninja/Ninjistu/GW Stalker My other characters
I'm comfortable doing things like purchasing points in game but for things like switching billing or adding codes (like the dark matter aura code) I like to do that through the web site and I had no problems getting into the account to do that from my desktop browser. If I had thought to not the code from my phone I could've been able to apply it from my phone. but that's more brain fog than anything else
On Justice
Global @Desi Nova Twitter: @desi_nova Steam: Desi_nova. I don't do Xbox or PS3