Paid Character Transfer and Name Change Issue

Update, 10/21 6:30pm PDT: In order to further monitor and address issues with these services, both Paid Character Transfers and Paid Character Name Changes will be unavailable until further notice.

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Update, 10/21 4:00pm PDT: We are aware that Paid Character Transfers are processing slowly at this time are working to address this issue as quickly as possible.

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We are presently investigating issues affecting the Paid Character Transfer and Paid Character Name Change services. This thread will serve as a centralized topic wherein updates will be provided and additional information gathered (as necessary).

For clarity:
http://forums.worldofwarcraft.com/thread.html?topicId=11296485635&sid=1&pageNo=7#124

Q u o t e:
At present, Paid Character Transfers and Paid Character Name Changes have been temporarily delayed in order to relieve any strain they may place upon our realms. We hope to resume these processes as soon as possible, but wish to verify their effect on overall realm stability before doing so.

No ETA is available currently, though it's likely transfers and name changes will remain pending approval until tomorrow (at the earliest). My colleagues and I will work to keep you all as updated as possible as this issue progresses and continues to be investigated.

Should you desire to play your character while the processes are being delayed, you will need to cancel your Paid Character Transfer (if able to access the page). Remember, though, canceling your character transfer will remove you from the queue and you will need to re-initiate your transfer at a later date.

In effort to keep dialogue as streamlined as possible, off-topic posts will deleted.

Thank you!

Additionally:
http://forums.worldofwarcraft.com/thread.html?topicId=11296485635&sid=1&pageNo=7#134

Q u o t e:

Q u o t e:
Since the process has been stopped until tomorrow at the earliest, wouldn't playing a character in the queue have no negative effects?

Many characters become "locked" during the transfer process, rendering it necessary to cancel before regaining access to them. This is simply to ensure that character copying is conducted smoothly and without interference.

In most situations, it's best not to access a character while a transfer is pending, even if the character remains playable (unlocked). Should you intend to leave your character in queue for the moment and let the transfer process as-is, I'd encourage you to remain logged out of it. Though the chance for actual interference is low, the old adage applies: "Better safe than sorry."

Given the recent stability issues our realms have recently experienced, Bryndis, we've temporarily paused pending transfers and name change requests in order to prevent any stress they may place our databases. Requests will remain pending while we examine how our PCT and PCNC services affect our realms and how we may reduce any extra "load" they create. :)

Q u o t e:
Syndri, has Frostmourne (and the other 2 EU realms) been made ineligable for the last 3-4 days because of the same stability issues?

That I'm not sure of, but I'd be happy to look into it further for you. :)

Folks, make sure you are trying to clear your caches/cookies/temp files - or try another browser entirely.

While the PCT has been having some issues, if you run into it when the service isn't available sometimes that hangs in your cache.

Many are reporting it goes through once they've used another browser, or cleared out their old cache.

If realms do not appear on the options list, it's because the developers have them in that status.

Why, we really aren't privy to that information - but having sufficient populations is often a reason.

Someone just responded using another browser worked for them, so yes - it's running (at least if you are dealing with realms that aren't down at the moment or restarting).

Did you ever get to the finalize step?

Some folks forget about that one.

If it seems hung an inordinate amount of time and you never got that far, feel free to cancel and restart.

Even if you finalized, but it seems hung - you should still be able to cancel and redo the request.

Q u o t e:
I don't want to sound rude or anything.... but this is a damn joke... I've been trying to transfer my mage since Saturday.... its now Monday night in Australia. And i cant even get the transfer page up.... Seriously when will this service be back up, at first i could handle the wait but now its becoming hell annoying. Please for the love of thrall fix this stuff up.

And you tried the whole clearing your cache/cookies/temp files - use another browser technique?

Q u o t e:
....no, it has not finalised, it's still on pending. I have not received an email (as you usually do) telling me to complete the transaction. Do you even read what's going on? People have had characters stuck in limbo for days.

It is not a browser cache issue, please stop trying to blame someone else.

If you pay for a toon to be transferred and it says 1 hour - mine said 1 day - and after you hand over your credit card it keeps estimating longer and longer times to complete, something is wrong from your end.

Now that the service seems to be back up again after being down all night (in case you're wondering, I didn't clear my cache or use another browser, it just started working again), my transfers still say estimated 3 days.

Blaming "user error" - as you are by suggesting that it's browser issues and people forgetting to "complete" the transaction - is just an insult to your paying customers intelligence.

Some of us have been customers for years, we have made these transactions before and can read instructions. Please just get my toons out of limbo.

Audacia, this has turned out to be a cache issue for MANY players. I'm not trying to place blame anywhere, I'm trying to help you troubleshoot this so it goes through.

Under these circumstances, I'd recommend canceling out and retrying this. When realms have issues it can hang the process at times.

Q u o t e:
Just refreshed and still no go. I'll try Internet Explorer

Different browser doesnt work either. Please help me, i just want to xfer my mage to australian server =[.

Not to derail the intent of your post friend - but you do realize that Oceanic servers are in the US - right?

Q u o t e:


But....will cancelling and re-trying just bump me back to the end of a 3 day queue? Is the 3 day estimate real?

If they've taken it offline, likely. However, these run very quickly.

There are two possibilities when this happens. One, the service has been taken down, and that does happen from time to time - or two, your request may have become hung when it tried to interact with a realm that may have been having issues. That could be on the sending or receiving end.

I know the service has been down lately, however, there were posts tonight from folks that had their transfers go through once they cleared their cache and could finalize.

Q u o t e:
Yes i am aware of that. When i mean australian servers i mean where the people who play on them servers are australians, and the realm time in AEST, makes life easier on me =].

Excellent! Just wanted to double check that you knew the main difference was in the times set on the server - not physical location. Some folks see Oceanic and think they are located elsewhere.

Q u o t e:
Hmm, see, that's why I haven't cancelled yet. It would be nice to get some confirmation on this, though.

If it's really going to take 3 days and we just need to be patient, why don't you tell us that? This whole, cancel and resubmit, clear your cache, use a different browser and it might go faster (or just go in some cases) are not really very reassuring. I understand from the tone of the blue responses that you don't think we're the cleverest bunch, but smoke and mirrors can't convince me that this problem is caused my anything from our end.

Audacia, you seem bound and determined to find offense where none whatsoever was intended.

If they've suspended service it may take awhile. There are other things that can happen with transfers.

I can't 'turn it back on' - I can try to help troubleshoot the other known issues that can happen with these.

Given that some did report transfers went through this evening, I know it must have been running for a bit.

Q u o t e:


Really? I've tried not responding to this because I have nothing nice to say but... could you please link the posts of people who said their transfers have gone through so we can ask them for a screenshot? Becaus Syndri stated the technicians were pulling transfers offline, and the website states that transfers are offline, and every single posting says the transfers are offline. So I'd love to get in contact with these mysterious people who got transfers completed.

It was earlier in the evening, Cowmore. We are trying to get a current update on this status now.

Q u o t e:


Could you answer some of the legitimate questions as well as replying to the angry peeps and naysayers?

As soon as I get a fresh update, I'll be more than happy to share. :)

To my most current knowledge, Paid Character Transfers and Name Changes are still suspended at this time and remain under investigation (to determine their full impact on realm stability). I am actively seeking confirmation of this assertion and will check back here once I receive an update.

After further review, it appears that refreshing, clearing one's cache and cookies, or switching to a new browser entirely may indeed allow one access to view Paid Character Transfer or Paid Character Name Change pages if experiencing an "Error Encountered" message. It's very likely that prior reports of being able to finalize a transfer (after completing this process) are due only to one having the "Approval Pending" screen cached for several days and not to any change in the PCT/PCNC processes themselves. Again, this is being looked into currently.

That said, the availability of both services remains unstable at this time, so one's success may vary. Right now, for example, I'm able to check my Transactions and reach the cancellation screen, but was not able to do so ten minutes ago.

As I noted previously, I've a Characters Transfer pending, too, so I'll be consistently referencing that as a control. My goal is to provide you as much information as possible as quickly as possible, as I understand your concerns wholly.

Thank you so very much for your ongoing patience. It's very much appreciated.

Also: Still checking into the status of Frostmourne. :)

Billymays:

http://forums.worldofwarcraft.com/thread.html?topicId=11296585534&sid=1&pageNo=7#133

Q u o t e:
To my most current knowledge, Paid Character Transfers and Name Changes are still suspended at this time and remain under investigation (to determine their full impact on realm stability). I am actively seeking confirmation of this assertion and will check back here once I receive an update.

After further review, it appears that refreshing, clearing one's cache and cookies, or switching to a new browser entirely may indeed allow one access to view Paid Character Transfer or Paid Character Name Change pages if experiencing an "Error Encountered" message. It's very likely that prior reports of being able to finalize a transfer (after completing this process) are due only to one having the "Approval Pending" screen cached for several days and not to any change in the PCT/PCNC processes themselves. Again, this is being looked into currently.

That said, the availability of both services remains unstable at this time, so one's success may vary. Right now, for example, I'm able to check my Transactions and reach the cancellation screen, but was not able to do so ten minutes ago.

As I noted previously, I've a Characters Transfer pending, too, so I'll be consistently referencing that as a control. My goal is to provide you as much information as possible as quickly as possible, as I understand your concerns wholly.

Thank you so very much for your ongoing patience. It's very much appreciated.

If you've any questions after reading that, please let me know.

Q u o t e:
The same one or two line response from blues is not helping in anyway.

Asking the same question repeatedly will not change its answer. At this time, pending PCTs and PCNCs processes have been delayed in effort to cull any strain they may place on our realms.

Once I receive confirmation that pending requests are processing, I'll post herein immediately.

Q u o t e:
Possibly be back up when server maintenance happens tomorrow?

That's certainly our goal, if not sooner. :)

If anything changes, you all will be the first to know.

Q u o t e:
I don't see anyway to cancel the process since the service has been put on hold.

Are you able to access this page, Temozarela?

https://www.worldofwarcraft.com/account/character-transfer-status.html

If you've any pending transfers, you should see a "Cancel" button near the character information. (Also accessed here: https://www.worldofwarcraft.com/account/character-transfer-cancel.html )

Temozarela, may I ask what browser you're using?

Ozyrt, did you speak with Billing & Account Services? If so, when? I'd like to follow through with your information more thoroughly. :)

Q u o t e:
you posted the same link twice. How in the heck would that make any difference in which one we click?

They're slightly different. One says "status" and the other "cancel." :)

Q u o t e:
I pasted the link in IE and after 2 attempts I was able to cancel the transfer, it would appear the page may not be FireFox friendly? Anyway, thank you for supplying the direct link so I was able to cancel the transfer.

Good to hear, Temozarela! Thank you for following up. I'll pass on your feedback regarding your experiencing with different browsers. :)

And a thank you to you, as well, Ozyrt. I'll pursue your information further and report back with any updates that may help your peers.

Are you phoning from a landline or cell phone, Testikus? You may have more success with the former; however, this early in the morning, all available "On Hold" slots are likely to be full or busy.

Q u o t e:
Just wanted to pass the info along to those having issues with the phones as well.

Appreciated. :)

Q u o t e:
Are they actually down or is it the same issue as with most of you guys giving the "We're sorry. The Paid Character Transfer service is currently unavailable. Please check back at a later time." awnser?

PCT and PCNC requests are not processing at this time. That is, transfers and name change are not being finalized, as we've temporarily paused all pending requests in effort to assist with ongoing issues affecting realm stability.

In short: Both services are "down," so to speak, and will be until we've completely evaluated their impact on overall stability.

That said, this is somewhat different than the website issues. Success in accessing our PCT and PCNC pages has been hit or miss. Reports have shown that players are more frequently able to reach these pages via IE; however, we're still continuing to look into the cause of the error or "PCT/PCNC Temporarily Unavailable" messages.

Does that help clear things up a bit? If not, let me know. :)

Also, I checked into Ozyrt's report of contacting Billing & Account Services. Here's the news:

At present, our Billing & Account Services representatives cannot assist with expediting pending transfers (attempts to do so have failed). As all pending requests have been temporarily disabled globally, we're unable to affect individual cases. With this, our representatives have also experienced difficulty canceling transfers on players' behalves. Thus, contacting our Billing staff, in this case, will not help the situation; it's best to sit tight and await further updates.

That said, there's no ETA available at this time.

Q u o t e:
Syndri, are you saying that AFTER the PCT and PCNC resume aproving transfers (wich there is no ETA) were gona have to wait ANOTHER 4 DAYS? (lets say the service resumes on tuesday, is my transfer going to be ready UNTIL friday?)

Likely not. The queue is just artificially inflated given that no transfers are processing at this time.

If this information changes at any point in time, I'll let you know.

Q u o t e:
Why are the devs letting more xfers go through when people from 3 days ago (yours truely) are still waiting on the email to finalize the transfer?

No transfers or names changes are processing presently. Players are welcome to queue a transfer, but it will not be finalized until further notice.

Please, let's not chastise one another's opinions. Everyone is entitled to their so long as it's expressed civilly. :)

Q u o t e:
Have you seen improvement in realm stability?

I've forwarded on your question, I simply do not yet have an answer. :)

Apologies for the delay, ladies and gentlemen. I was momentarily indisposed. :)

Paid Character Transfers or Paid Character Name Changes should still be delayed at this time. Given my brief absence, things may have changed, so I've presently a query out regarding this issue.

I'll report back here ASAP once I know.

Q u o t e:
would you please reply if during requested xfer , the delay raises from 2 to 4 days now?
Am I still on the 2 days average time like when I agreed?

As transfers appear to not be processing, the displayed wait time is likely inflated. What the actual, physical wait time will be once PCTs and PCNCs are made active again is unknown; however, it is likely that it will require less time than currently stated.

Q u o t e:
But Syndri, it's humours in this time of panic.

Alas, it's also inappropriate. I'm sure your wit can sustain you without deviating into the profane. ;)

Please keep this thread PG-rated, ladies. Violations thereof will result in a lack of cookies.

Regarding Frostmourne: This realm has experienced a consistently high queue in recent days (indicating a drastic rise in population). As a result, incoming transfers transfers will be unavailable until said population has normalized.

This applies to all other realms listed as "Ineligible," save for Drakkari.

Q u o t e:
That being said, please pass the information along that a lot of us are "stuck."

Are you receiving an error message when you attempt to reach the Transfer Status or cancellation page? If not, can you describe to me what specifically is occurring?

This is likely just part and parcel of the request suspension (even our Billing & Account Services representatives cannot effect pending transfers or name changes), but I'll just like be sure. :)

Q u o t e:
Syndri, Seeing that im a account to account transfer and not a character to realm why should i experience delays?

Account-to-account and realm transfers utilize similar resources, Mastius. All such transfers have been temporarily delayed.

Q u o t e:
do you have a list of realms which are now considered to be ineligible for transfers due to population?

The page with the list of Eligible/Ineligible realms is presently inaccessible right now (for me, at least); however, this will only affect one during the destination realm selection process. If you've already selected a realm and have initiated a transfer, you will not be impacted by this point at all.

Q u o t e:
so i have just completed a transfer and my char is in process but now when i'm trying to check it's status i get the error page sometimes did my transfer request go through?

Very likely, though I'm unable to confirm definitely. My advice to you would be try within multiple browsers, first, and then—should you still encounter an error—continuously throughout the day. The availability of these pages is hit or miss, so you may be successful with one attempt and not at a later time.

With this said, no transfer requests are finalizing presently, so it may be best to just wait things out until everything is back up and running.

Q u o t e:
When will that be?

As soon as possible. :)

Q u o t e:
Syndri,

Might want to up the page-limit on this soon. All these posters are going to start creating their own topics soon if this caps out :(.

Post count was extended quite a while back. I GOTS DIS. ;)

Q u o t e:
Syndri,

This might be a repetitve question, but do you believe that the pending transfers from late last week will go trhough today? or will it take a few more days..on ur opinion

The earliest estimation was today; however, as our Technicians continue to evaluate realm stability, this time frame may or may not extend. It's my charge to make sure this information is relayed to you as soon as possible. :)

Our Technicians are working to bring our primary site up ASAP. It should be available shortly for everyone.

Q u o t e:
Hey Syndri, anyword on the Transfers?!?!

Should I receive a confirmation or update, I'll be certain to post it herein. Cross my wee beating, dragonkin heart.

Q u o t e:
I only partially do this out of sprite.

Fixed.

Q u o t e:
I think she changed the post from "spite" to "sprite"... you know... her AV...and such. :)

Yes, this! My deepest apologies for the confusion.

Should any update become available, I'll be certain to provide more thorough detail. You are all worth more than a simple, monosyllabic word. :)

I did indeed read your post, Haitianboy; though, I admit it seemed more a comment than a question. How can I assist you more readily? :)

Paid Character Transfers and Name Changes are still offline at this time. As an update, though, our Technicians are working to create a schedule which can accommodate pending and new requests, but one that will not jeopardize realm stability.

Though information is limited, the goal is to allow requests to process during a limited time frame each day until realms are once again stable. Please note that this is only a temporary procedure and that our overall desire is to return these services to full functionality.

As further updates become available, they will be provided herein.

Q u o t e:
Oh Syndri, darling, what hours do you work?

Technically: 7am to 4pm PDT. :)