[UO Herald] Account Migration Update - 8/15

[UO News]

Greetings!

We are diligently working to resolve all account center transition problems:

•At the present time please do not attempt to redeem gametime codes. This was mentioned last week, but we want to make certain all player data and account age issues are sorted before users assign more game time. In the interim, we have protocols in place to make certain houses and accounts do not lapse or go inactive during this time.

•6th Character Slot issues should be resolved, if you continue to see these issues please contact in game support

•If you have reactivated your account and continue to have login issues, please contact Customer Support at [email protected]

•The veteran reward system is currently disabled.

•DO NOT share credit card, billing, or password information on the forums or with other players. Electronic Arts cannot ensure the security of players who openly share this information.

•When calling in to customer support request an incident ticket at the time of your call. We’d like to track your customer support experience.

We will notify players immediately when gametime cards may be redeemed, and will continue to make progress toward resolving each players concerns as we move through the week.



More...

 

[Ludes]

•When calling in to customer support request an incident ticket at the time of your call. We’d like to track your customer support experience.

All my years of playing Ultima Online I've never seen them do this.
Definetely a move in the right direction.

 

[Zosimus]

•When calling in to customer support request an incident ticket at the time of your call. We’d like to track your customer support experience.

All my years of playing Ultima Online I've never seen them do this.
Definetely a move in the right direction.

Yes it's a better set up. I had an issue with Warhammer Online with billing one time and they did the same thing. Makes it easier if you have to call back and have the incident ticket # if you are discussing it with another CS rep.

 

[Slayvite]

Greetings!

We are diligently working to resolve all account center transition problems:

•At the present time please do not attempt to redeem gametime codes. This was mentioned last week, but we want to make certain all player data and account age issues are sorted before users assign more game time. In the interim, we have protocols in place to make certain houses and accounts do not lapse or go inactive during this time.

Some houses and accounts, but Boats are definitly decaying like normal. Are you gonna replace the Whales that peeps are loosing? some of them cost over 50mill. at time of purchase.

 

[BigEv]

I still want to know why I can't link my accounts that I do not remember my email for them. I go through the master mythic account and add my account+ _uo then my uo password as others mentioned to do but it sends me to error page. Mind u I can still log on game with these account names and passwords.....so what am I doing wrong? I can't link these! please anyhelp is appreciated thanks

Edit: none my accounts on gametime codes.

 

[soze]

Greetings!

We are diligently working to resolve all account center transition problems:

•At the present time please do not attempt to redeem gametime codes. This was mentioned last week, but we want to make certain all player data and account age issues are sorted before users assign more game time. In the interim, we have protocols in place to make certain houses and accounts do not lapse or go inactive during this time.

•6th Character Slot issues should be resolved, if you continue to see these issues please contact in game support

•If you have reactivated your account and continue to have login issues, please contact Customer Support at [email protected]

•The veteran reward system is currently disabled.

•DO NOT share credit card, billing, or password information on the forums or with other players. Electronic Arts cannot ensure the security of players who openly share this information.

•When calling in to customer support request an incident ticket at the time of your call. We’d like to track your customer support experience.

We will notify players immediately when gametime cards may be redeemed, and will continue to make progress toward resolving each players concerns as we move through the week.



More...

Understand the GameTime Codes....but what about expansion codes?

 

[Shamus Turlough]

I would not try to use ANY code until it is said otherwise by Cal. Also, please keep this thread clean.

Thanks!

 

[Woodsman]

I'm still missing a character slot..

 

[Zosimus]

I'm still missing a character slot..

The post states....

•6th Character Slot issues should be resolved, if you continue to see these issues please contact in game support

 

[Zosimus]

I would not try to use ANY code until it is said otherwise by Cal. Also, please keep this thread clean.

Thanks!

Excellent advice. At this time all players should save their codes till this situation is resolved.

 

[Ezekiel Zane]

There's no way they aren't aware of the 9 account limit or flaw, depending how you look at it. It's pretty lame there's no acknowledgement of it in this post.

 

[AirmidCecht]

There's no way they aren't aware of the 9 account limit or flaw, depending how you look at it. It's pretty lame there's no acknowledgement of it in this post.

I can confirm we highlighted this and other more direct concerns with account migration and credit card issues. They did address gamecodes and 6th char slots so perhaps the others are something being communicated with CSR to address more directly.

*crosses fingers*

 

[Shamus Turlough]

Aye, just because you don't hear about it doesn't mean they don't know about it.

 

[BahamaMama]

I would be happy if they...

1. Revamped Customer Service. They need serious reorganization. There are employees getting paid who don't have answers... they don't even understand the questions. Escalating to the next level is, currently, meaningless.
   
2. Hire an Instructional Designer to create Help FAQs and How To Do It guides... especially after a major change such as this. Instructional Design is not new. It was cutting edge a decade ago.

If they would just do those 2 things they would make us happy and probably save themselves some serious money.

 

[Borric]

I stopped paying for my account a few months ago. I may return in the future. Is there a way I can check to make sure my account is still there? Maybe a "Return to Britannia" for a week or two?

 

[molinaro]

I stopped paying for my account a few months ago. I may return in the future. Is there a way I can check to make sure my account is still there? Maybe a "Return to Britannia" for a week or two?

Return to Brit just ended Friday. You missed it :{


You can still go to the account management page and create a master account and link your innactive Uo account to it.

 

[Borric]

Return to Brit just ended Friday. You missed it :{

The story of my life...

 

[Slayvite]

Return to Brit just ended Friday. You missed it :{

The story of my life...

Lol, some of us didn't even know it was happening.

 

[DenAlton036]

Lol, some of us didn't even know it was happening.

NO one did

 

[BigEv]

I still want to know why I can't link my accounts that I do not remember my email for them. I go through the master mythic account and add my account+ _uo then my uo password as others mentioned to do but it sends me to error page. Mind u I can still log on game with these account names and passwords.....so what am I doing wrong? I can't link these! please anyhelp is appreciated thanks

Edit: none my accounts on gametime codes.

Anyone, anyone know what to do here?

 

[WootSauce]

Answer this, can i create a separate EA account for each UO account? If not, you have just lost 10 UO accounts. The speed at which you lose them depends on the timeliness of your response. One ended last thursday.

 

[Muu Bin]

•When calling in to customer support request an incident ticket at the time of your call. We’d like to track your customer support experience.

All my years of playing Ultima Online I've never seen them do this.
Definitely a move in the right direction.

Agreed. I called in on the weekend and got en email back afterwards with this incident ticket number and told to refer to it in the future if the same thing happens. I then received a link to a brief online survey regarding how the issue was handled.

 

[molinaro]

Answer this, can i create a separate EA account for each UO account? If not, you have just lost 10 UO accounts. The speed at which you lose them depends on the timeliness of your response. One ended last thursday.

I would wait before trying that. There are a few people that have posted that they were banned from the account management site after creating more than 1 EA master account. They did it because you can only link 9 accounts to 1 master account and they had 40+ accounts needing to be linked. It does say in the EA rules that you cannot have more than 1 master account.

The situation is obviously FUBAR and they need to urgently do something.. starting with posting some acknowledgment of this issue and an intention to rapidly fix it.

 

[DeathNote]

Re: [UO Herald] Account Migration update

I have several UO accts and I did not get an email on the migration. That is not cool.

Send me my email, EA!

I didn't get any email either and I use gmail, which hasn't filtered any other EA mails.

Really really bad job by EA and Mythic. Terrible service.

 

[DeathNote]

Re: [UO Herald] Account Migration update

Took 40 minutes on the phone.. but spoke with a guy named Thomas. He was really helpful and did a temporary fix until I can reset my billing info on 8/11.

I really didn't think i would get resolution.. Thanks to Thomas!

Do you have any idea how much 40 minutes would cost when calling from Europe?

This is so damn poorly handled.

 

[Snakeman]

I still want to know why I can't link my accounts that I do not remember my email for them. I go through the master mythic account and add my account+ _uo then my uo password as others mentioned to do but it sends me to error page. Mind u I can still log on game with these account names and passwords.....so what am I doing wrong? I can't link these! please anyhelp is appreciated thanks

Edit: none my accounts on gametime codes.

Anyone, anyone know what to do here?

Possible browser problem ? I had this happen a cpl of times using IE, I'd get sent to an error page. I switched to Firefox & it went fine. Try another browser & just see, could be some setting. Couldn't hurt

 

[Siteswap]

I'm still missing a character slot..

The post states....

•6th Character Slot issues should be resolved, if you continue to see these issues please contact in game support

They state that the 6th character slot issue SHOULD be resolved. But it obviously isnt....

 

[Petra Fyde]

It would appear that some people still have a problem with the 6th slot, those need to contact in game support as advised. On the whole it is resolved, we have 2 accounts with 6th slots, both those are now available to play.

 

[Zosimus]

I'm still missing a character slot..

The post states....

•6th Character Slot issues should be resolved, if you continue to see these issues please contact in game support

They state that the 6th character slot issue SHOULD be resolved. But it obviously isnt....

I should of bolded this part since you are misunderstanding it-----> if you continue to see these issues please contact in game support

Woodsman still didnt have his 6 char slot so I copied the whole sentence since the "should be resolved" didnt work for him.

 

[Aurelius]

In the interim, we have protocols in place to make certain houses and accounts do not lapse or go inactive during this time.

Perhaps. Then again, this is the being done by same 'organisation' who gave us a load of bugs from pretty much all the 'expansions' done under the current 'management' which are still unresolved, a customer service system that regularly refers people to incorrect data and seems staffed by many people who know NOTHING about the product they are meant to be supporting, can't publish important information on their own website in a clear or timely manner, and rounded things of with this unhloy mess of a 'migration' to an accounting system that may suit them, but seems woefully inadequate for the customers ... all on top of a ton of similar failures in communications, support, programming accuracy, and basic simple management of their products for years.

I'm not convinced in the slightest by any vague 'we have a process' bull. I can only wait and see what happens, because I don't consider EA/Mythic/Bioware to have any credibility at all when it comes to telling us the truth, understanding their own programming, or caring a damn about the 'customer experience' as long as they keep on clawing in money.

Reassurances from people who have misled, bungled and concealed things from their customers are worthless.

 

[DeathNote]

What of those who have boats out on their 6th character, will they be reimbursed?

 

[Petra Fyde]

What of those who have boats out on their 6th character, will they be reimbursed?

1. I would expect this to be resolved in far less than the 2 weeks it takes for a boat to decay

2. The boat can be refreshed by any other character on the same account.

 

[Olahorand]

... as long as they keep on clawing in money.

Sure?
With an uogamecodes store, which doesnt allow me to purchase anything with my valid CC since years, a phenomen which now seems to bleed over to UO accounts with the new system, I don't see them "clawing in money".

They are loosing customers and loosing money that way. Or would you in the next future buy any game, which requires you to have an EA Account?

*Salute*
Olahorand

 

[Aurelius]

Sure?
With an uogamecodes store, which doesnt allow me to purchase anything with my valid CC since years, a phenomen which now seems to bleed over to UO accounts with the new system, I don't see them "clawing in money".

They are loosing customers and loosing money that way. Or would you in the next future buy any game, which requires you to have an EA Account?

*Salute*
Olahorand

In the EA world, they trade off poor customer service against income - unless what they do actively causes significant loss of revenue, they are perfectly happy for it to be shoddy, second rate and insulting to the customers. By 'clawing in money' I mean precisely that if what they get is enough to meet their minimum profitablity projection, it's good enough as far as they are concerned - and to hell with retaining customers, long term viability, and professional reputation for the organisation - if it meets their cash requirement NOW, the rest is all regarded as irrelevant.

So far, this foulup has not cost them any significant and quantifiable amount of money - yet - so the idiotic EA management will be pretty much unconcerned, until such point as they see a drop in the cash, when they panic and start doing stupid stuff in an attempt to make it look like it wasn't their fault....

 

[BigEv]

I still want to know why I can't link my accounts that I do not remember my email for them. I go through the master mythic account and add my account+ _uo then my uo password as others mentioned to do but it sends me to error page. Mind u I can still log on game with these account names and passwords.....so what am I doing wrong? I can't link these! please anyhelp is appreciated thanks

Edit: none my accounts on gametime codes.

Anyone, anyone know what to do here?

Possible browser problem ? I had this happen a cpl of times using IE, I'd get sent to an error page. I switched to Firefox & it went fine. Try another browser & just see, could be some setting. Couldn't hurt

I use Firefox still having problem......anyone else have any suggestions?

 

[Aurelius]

I use Firefox still having problem......anyone else have any suggestions?

How many accounts have you been able to link? (if any...). And where exactly do you get this 'error' message?

 

[Ramaniscence]

Hey guys,

I've been trying to figure out if anyone else is having a situation similar to mine, and how I should go about it.

I'm trying to reactivate my UO account after about 9 or so years of inactivity. I watched a friend of my recover his account from the same time period, and things seemed to go pretty smoothly, but I haven't been as lucky.

I contacted support to recover my password and they confirmed to me that my password was in fact exactly what I thought it was (they actually read it back to me, out loud, which...tells me the original servers probably stored passwords in plain text and, given the whole AntiSec movement, kind of makes me relieved that they're "hopefully" moving away from that, but anyway). My email address was actually not the one I thought it was, and I asked them to change it for me, and they allegedly did.

So they confirmed my account is there, they confirmed I do know my password, and they got the email all up to date for me. All good, right? Well...not exactly. Here's the actual problem now that I'm wondering if anyone else is experiencing, and wondering how I should go about fixing it:

Any time I try to "link" my account or even just login on the EA Mythic page, it tells me I'm giving an invalid username or password. When I do the "forgot my password" link, it SAYS I'm sent an email (presumably to my current email) but I never receive it.

Both times I have contacted support they have told me there are some known issues on their end with the Ultima servers, and to hang tight. I'm all for hanging tight, but I'm curious as to whether these known issues include situations like I am experiencing. So far I've only heard people having issues with not understanding the migration, people having large numbers of accounts to link, people having characters vanish, and people getting error pages when they try to add an account. I have not heard of people having trouble linking accounts that they know the information for spitting back an "invalid username password" prompt. I'd honestly be HAPPIER if I ran into a flat out error page.

So if anyone can confirm/deny this before I spent another 45 minutes on hold with EA only to get shoveled off as a "known issue" it'd be greatly appreciated. I'm perfectly fine with being patient. All my houses and boats decayed a longgg time ago. I'd just like a little clarity as to who's end the problem is on so I can resolve it.

Thanks!

 

[Petra Fyde]

Are you adding '_uo' onto the account name?

 

[Ramaniscence]

That was initially the problem. When I first started this process I called them asking to recover my account and they flat out could not find it. This was during the migration and before anyone knew that account names had been changed. Once I found out names had been changed to include _uo is when they actually found the account, and read me back to information to confirm that was indeed my account.

It should also be noted that when I put {accountname}_uo it actually tries to send a "forgot your password" email, which wouldn't otherwise work unless it actually recognized a valid username. So the username IS correct, the password just won't take, despite being correct

I have also checked my spam filter.

 

[jack flash uk]

Greetings!

We are diligently working to resolve all account center transition problems:

•At the present time please do not attempt to redeem gametime codes. This was mentioned last week, but we want to make certain all player data and account age issues are sorted before users assign more game time. In the interim, we have protocols in place to make certain houses and accounts do not lapse or go inactive during this time.

•6th Character Slot issues should be resolved, if you continue to see these issues please contact in game support

•If you have reactivated your account and continue to have login issues, please contact Customer Support at [email protected]

•The veteran reward system is currently disabled.

•DO NOT share credit card, billing, or password information on the forums or with other players. Electronic Arts cannot ensure the security of players who openly share this information.

•When calling in to customer support request an incident ticket at the time of your call. We’d like to track your customer support experience.

We will notify players immediately when gametime cards may be redeemed, and will continue to make progress toward resolving each players concerns as we move through the week.



More...

A good idea will be to list contact telephone number that player sin EUROPA for example can call, please tell me you have at least 1 employee sitting at a desk in the UK that can help ?

 

[Tina Small]

Hey guys,

I've been trying to figure out if anyone else is having a situation similar to mine, and how I should go about it.

I'm trying to reactivate my UO account after about 9 or so years of inactivity. I watched a friend of my recover his account from the same time period, and things seemed to go pretty smoothly, but I haven't been as lucky.

I contacted support to recover my password and they confirmed to me that my password was in fact exactly what I thought it was (they actually read it back to me, out loud, which...tells me the original servers probably stored passwords in plain text and, given the whole AntiSec movement, kind of makes me relieved that they're "hopefully" moving away from that, but anyway). My email address was actually not the one I thought it was, and I asked them to change it for me, and they allegedly did.

So they confirmed my account is there, they confirmed I do know my password, and they got the email all up to date for me. All good, right? Well...not exactly. Here's the actual problem now that I'm wondering if anyone else is experiencing, and wondering how I should go about fixing it:

Any time I try to "link" my account or even just login on the EA Mythic page, it tells me I'm giving an invalid username or password. When I do the "forgot my password" link, it SAYS I'm sent an email (presumably to my current email) but I never receive it.

Both times I have contacted support they have told me there are some known issues on their end with the Ultima servers, and to hang tight. I'm all for hanging tight, but I'm curious as to whether these known issues include situations like I am experiencing. So far I've only heard people having issues with not understanding the migration, people having large numbers of accounts to link, people having characters vanish, and people getting error pages when they try to add an account. I have not heard of people having trouble linking accounts that they know the information for spitting back an "invalid username password" prompt. I'd honestly be HAPPIER if I ran into a flat out error page.

So if anyone can confirm/deny this before I spent another 45 minutes on hold with EA only to get shoveled off as a "known issue" it'd be greatly appreciated. I'm perfectly fine with being patient. All my houses and boats decayed a longgg time ago. I'd just like a little clarity as to who's end the problem is on so I can resolve it.

Thanks!

You might want to try, if you haven't already, logging in using the Master Mythic Account section on the login page. It's in the bottom right corner. You'll use your UO account name followed by _uo and your UO account password. The next screen will, I believe, display an e-mail address/EA account name that may be associated with that UO account. That might be enough for you to confirm whether those lost password e-mails are being sent to the e-mail address you think they're going to, or maybe a different one.

Edited to add: Reread what you typed and I'm wondering if they misspelled your e-mail address when they updated it for you.

 

[Barok]

Answer this, can i create a separate EA account for each UO account? If not, you have just lost 10 UO accounts. The speed at which you lose them depends on the timeliness of your response. One ended last thursday.

I would wait before trying that. There are a few people that have posted that they were banned from the account management site after creating more than 1 EA master account. They did it because you can only link 9 accounts to 1 master account and they had 40+ accounts needing to be linked. It does say in the EA rules that you cannot have more than 1 master account.

The situation is obviously FUBAR and they need to urgently do something.. starting with posting some acknowledgment of this issue and an intention to rapidly fix it.

They weren't banned for having too many accounts. Their IP was banned by the server because they were logging in/out of many different accounts in rapid succession and the server flagged that behavior as suspicious. Common practice.

 

[Barok]

So far, this foulup has not cost them any significant and quantifiable amount of money - yet - so the idiotic EA management will be pretty much unconcerned, until such point as they see a drop in the cash, when they panic and start doing stupid stuff in an attempt to make it look like it wasn't their fault....

QFT

 

[Ramaniscence]

You might want to try, if you haven't already, logging in using the Master Mythic Account section on the login page. It's in the bottom right corner. You'll use your UO account name followed by _uo and your UO account password. The next screen will, I believe, display an e-mail address/EA account name that may be associated with that UO account. That might be enough for you to confirm whether those lost password e-mails are being sent to the e-mail address you think they're going to, or maybe a different one.

This doesn't work either :-\

Edited to add: Reread what you typed and I'm wondering if they misspelled your e-mail address when they updated it for you.

This is what I'm beginning to wonder as well. I'll probably end up calling them later today, as I haven't heard of anyone having a similar issue thus far. It's just strange that the password that they confirmed to me (outloud...in a room full of other people) isn't working with the username that I know is available AND the email recovery isn't working at all.

I'll get to the bottom of this, and I don't care who's at the top!

Interesting side note: The email I gave them, in conjunction with the password they read back to me, is what I use for my XBOX Live account.

Today, while at work, I received an email saying that I had purchased 10,000 XBL points to the sum of $150. My account wasn't being used to spam the forums, and no other purchases were made. I'm not saying I'm 100% sure that this came as a direct result of my conversation with EA yesterday, and I'm not even saying that there's no other way it could happen, but I am saying that there's definitely a possibility that someone read/heard that password and email and did something with it.

I'd LIKE to THINK that this wouldn't happen, but I'd also like to think that EA doesn't have my passwords clearly visible for any employees too see as well.

 

[Lythos-]

Excellent advice. At this time all players should save their codes till this situation is resolved.

I just tried a SA upgrade and it wouldn't take so we have 0 choice but to save our upgrades. hehe...

 

[Cetric]

I know char transfers have nothing to do with your account.... but is it safe to transfer chars from shard to shard right now with the char slot issues going on? Anyone done any transfering?

 

[Luke Carjacker]

I know char transfers have nothing to do with your account.... but is it safe to transfer chars from shard to shard right now with the char slot issues going on? Anyone done any transfering?

I transferred Monday, Pacific to Atlantic, no problems.

I do however have a problem with account age. Different characters on the same account are showing different ages. This is not on their list of issues they are working on, but it should be.

 

[Barok]

That has always been true with the old account system. They have stated that it will take a while with the new system for accounts to show the correct age.

 

[Ramaniscence]

Just a quick update on MY situation for anyone interested:

I've had a constant online ticket open while I try to get this whole thing resolved over the phone. Initially they couldn't find my account, and I thought it was over and done, but after talking to someone on the phone who DID find my account, I reopened the online ticket when I couldn't log in after having my information confirmed to me.

Well my online ticket got re-opened by a Tier 3 representative, and I figured I'd just call again today to try to hurry the process along. I gave all my information, as I had before, both emails, my name, DOB, account name with and without _uo and they could find nothing. Not by any information I had given them.

FURTHERMORE they said, had they found any information, they would require that I know the Check or Credit card number attached to the account. My account is over 10 years old. There's a 0% chance that I'd have that information available to me now and, regardless, they guy I talked to yesterday had no problem READING MY PASSWORD OUT LOUD.

I'm not quite sure what's going on with the support over there right about now, but I've gotten polar opposite answers left and right. I'd be happy if I could just get a straight answer -_-

...I have also yet to receive a survey based on my customer service experience because you can bet it would not be good.

 

[Lorddog]

i still cant login even
its my uo login + _uo and the password i use to run the game.
it gives me an error page.

contacted that chat support and they said system was down for 24-48 hr and try again after that. (this was 5 days ago)
every time i try i cannot log in.

guess i will wait another week or so before trying their chat again.

lorddog