SnowCrash
16-06-08, 16:11
Due to an error in the PayPal payment system, our account system has not received any payment notifications during the past three weeks, which entails that it was impossible to create or reactivate Neocron 2 game accounts. The payments were registered regardless, which has resulted in customers not receiving the due service. We explicitly apologize for the inconvenience caused.
Regardless of our ongoing efforts to explain the urgency for a quick solution, PayPal was not able to resolve these issues until today morning. It is now possible again to create and reactivate Neocron 2 game accounts as usual.
Customers who have been affected by following described issues in the past three weeks are asked to proceed as explained.
1. Game account created but received no account details
Because of the non receipt payment notifications, the according game account has not been created in our system and so account details have not been sent. In this case it is necessary to cancel the current Neocron 2 subscription in the PayPal account and create a new subscription via the Neocron 2 account management.
Customers that have already been charged (full version with cd-key or trial account that was impossible to cancel on-time) with the license and the subscription fee are asked to contact our support department via e-mail at account@neocron.com with the subject “PayPal payment issues: Account creation” and to provide the following information:
Name, last name
E-mail address that is used for the PayPal account
PayPal subscription and transaction ID
Name of the Neocron 2 game account if possible
We will then refund the paid subscription fees. After receipt of the refund, a new Neocron 2 subscription can be created via the Neocron 2 account management if desired.
2. Neocron subscription could/can not be cancelled
Due to technical conditions it is only possible to cancel a Neocron 2 subscription directly in the according PayPal account. In the past weeks several customers have reported that a cancellation of their subscriptions led to an error message on the PayPal website making the cancellation impossible. In this case it is necessary to contact the PayPal support as we do not have any influence on their payment system.
Customers that weren’t able to cancel their Neocron 2 trial accounts on time, as described above, are also asked to contact our support department by e-mail with the subject “PayPal payment issues: Cancellation” providing the above mentioned information.
3. Game account could not be reactivated
Because of the non receipt payment notifications our system has not been informed about customers reactivating their game accounts. In consequence, the account has not been activated although the payment was made correctly. In this case we are asking all affected customers to contact our support department via e-mail with the subject “PayPal payment issues: Reactivation” providing the above mentioned information. The affected accounts will be activated promptly.
We explicitly point out that we are not offering any telephone support. All support inquiries have to be submitted by e-mail. We ask for your understanding.
Regardless of our ongoing efforts to explain the urgency for a quick solution, PayPal was not able to resolve these issues until today morning. It is now possible again to create and reactivate Neocron 2 game accounts as usual.
Customers who have been affected by following described issues in the past three weeks are asked to proceed as explained.
1. Game account created but received no account details
Because of the non receipt payment notifications, the according game account has not been created in our system and so account details have not been sent. In this case it is necessary to cancel the current Neocron 2 subscription in the PayPal account and create a new subscription via the Neocron 2 account management.
Customers that have already been charged (full version with cd-key or trial account that was impossible to cancel on-time) with the license and the subscription fee are asked to contact our support department via e-mail at account@neocron.com with the subject “PayPal payment issues: Account creation” and to provide the following information:
Name, last name
E-mail address that is used for the PayPal account
PayPal subscription and transaction ID
Name of the Neocron 2 game account if possible
We will then refund the paid subscription fees. After receipt of the refund, a new Neocron 2 subscription can be created via the Neocron 2 account management if desired.
2. Neocron subscription could/can not be cancelled
Due to technical conditions it is only possible to cancel a Neocron 2 subscription directly in the according PayPal account. In the past weeks several customers have reported that a cancellation of their subscriptions led to an error message on the PayPal website making the cancellation impossible. In this case it is necessary to contact the PayPal support as we do not have any influence on their payment system.
Customers that weren’t able to cancel their Neocron 2 trial accounts on time, as described above, are also asked to contact our support department by e-mail with the subject “PayPal payment issues: Cancellation” providing the above mentioned information.
3. Game account could not be reactivated
Because of the non receipt payment notifications our system has not been informed about customers reactivating their game accounts. In consequence, the account has not been activated although the payment was made correctly. In this case we are asking all affected customers to contact our support department via e-mail with the subject “PayPal payment issues: Reactivation” providing the above mentioned information. The affected accounts will be activated promptly.
We explicitly point out that we are not offering any telephone support. All support inquiries have to be submitted by e-mail. We ask for your understanding.