Paid Character Transfer and Name Change Issue

Update, 12:30pm PDT: We aware that many pending transfers and name changes are no longer displaying within PCT and PCNC status screens and that each related character has been "locked." We are presently looking into these reports and will provide further information once it is available.

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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).

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

Thank you!

Prior updates:

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

Q u o t e:
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.

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."

I'm checking into this primary question presently. :)

Q u o t e:
Would calling Blizz up myself help my situation any, Syndri?

Not at this time, Shevek. Our Billing & Account Services representatives will be unable to effect (expedite) one's transfer status.

Q u o t e:
Are the systems still down?

More or less, yes.

Q u o t e:
Or are some going through?

Last evening, prior to disabling both services for further review and maintenance, we permitted some transfers to process. As stated above, though, all processes have since been delayed pending an upgrade to the system itself.

That said, I am still attempting to verify the status of those characters locked, but not displaying within the transaction screen. Though we believe they remain queued at this time—as stated by Vrakthris—I understand that continuous information on the subject is invaluable.

I will provide an update once one becomes available. :)

Q u o t e:
got to the final step, but keeps saying failure when entering credit card info :-/

Update: I've been informed that Billing cannot presently assist with this issue. Should you be experiencing difficulty with finalizing payment, please remain patient as we work to resolve all ongoing issues.


For your situation, specifically—as it relates solely to payment—I would encourage you phone Billing & Account Services once their offices open (in about 5 minutes). They'll be able to assist you with your credit card issues and hopefully finalize the payment on your behalf.

For clarity: This only applies if you've already finalized the transfer and are simply attempting to finalize payment but are repeatedly unsuccessful. Our Billing will be unable to expedite the transfer process outside of this one particular issue.

Here's their contact information:

Q u o t e:
Email: billing@blizzard.com

Phone: 1-800-592-5499
Hours: 8AM – 8PM Pacific Time, Monday through Friday (excluding US holidays)

Good luck and keep me updated. :)

Q u o t e:
Good Morning Syndri! Any word on the status of the missing characters on the transaction history page?

Not yet. :)

Here are the questions I've pending currently:

- Are both services (Paid Character Transfer and Paid Character Name Change) still receiving maintenance at this time.
- If so, is there an ETA?
- What is the status of characters presently locked, but not visible within the Transactions screen?
- Will these specifics transfers need to resubmit when the transfer service becomes once again fully available.

Q u o t e:
Could you also ask if there's any possibility of compensation for lost time?

This is not under my purview, Baliis. With that said, should you believe reimbursement a valued provision, I encourage you to create a civil, direct, and polite post within our Suggestions Forum so those with the aforementioned purview can understand your concerns more readily. :)

Q u o t e:
• Will Blizzard Billing phone # ever give me a non busy signal?

May I ask what question you wish to pose our Billing staff at this time, Shevek? As noted, our representatives therein cannot expedite the transfer process; at this time, as well, I do believe they can cancel pending transfers, either.

Should you be calling regarding a payment issue, I understand. I just do not wish for you to have wait on hold if we may not be able to assist. :)

Q u o t e:
That number isn't working or something. I'm at the final step and am unable to get it to process my payment information as well. Did the billing department sleep in.

By "final step," are you on Step 7 or Step 8?

http://us.blizzard.com/support/article.xml?articleId=24809

If you're on Step 7, your issue is likely related to our services undergoing maintenance; give it some time. If you're on Step 8, give our Billing department a ring.

That said, our Billing lines are likely inundated with calls. If you receive a busy signal, it's only indicative of just how busy our representatives are at this time. :)

Q u o t e:
Are you trying to suggest that Blizzard is actually putting any effort into this at all? They told us it was all good, up and running, yet not one person went through. They don't care and are just giving Syndri false information so that she's stuck with us,and not them.

Both services were brought online briefly, and transfers did process. I apologize, however, for not providing information regarding each service's maintenance until it was well underway.

I take full responsibility for any confusion related to this point.

Q u o t e:
Syndri, question...will calling customer service help my specific character's approval process? I don't want to call and be on hold for 3 hours to find out there's nothing they can do.

Unless you're only having issues with Step 8 (listed below), our Billing representatives will be unable to assist at this time. Should this change, however, I will you know.

http://us.blizzard.com/support/article.xml?articleId=24809

Q u o t e:
Syn, one quick thing this is also affecting people who were trying to use the free character move service as well, not just payed transfers or payed name changes

Roger that, Virro. Thank you for the information. :)

Q u o t e:
For those of us who cannot see our character in the transfer page, does this mean that we have been taken out of the queue, or is it just a technical problem (i.e. we are still in the queue, but an error occurred and we simply do not show up).

I've presently a query out regarding this concern, specifically. I will let you all know once I receive a conclusive update.

With that said, Vrakthris provided this information last evening:
http://forums.worldofwarcraft.com/thread.html?topicId=11296585534&sid=1&pageNo=134#2671

Q u o t e:
From what I've been able to determine the work they are doing to resolve the issues with the PCT's caused the queue/pending transfers to be temporarily removed from the page. They do not believe any issues should arise from this and once they are done the transfers both pending and ready to be finalized transfers should appear once more.

Q u o t e:
So now you're ruining everything Syndri has said. You got through "LAST NIGHT" when the system was supposed to be DOWN until further notice?

"Last night" is ambiguous. This gentleman's transfer completed in the early evening:

http://forums.worldofwarcraft.com/thread.html?topicId=11296585534&postId=112954223801&sid=1#1583

As stated previously:

Q u o t e:
Last evening, prior to disabling both services for further review and maintenance, we permitted some transfers to process. As stated above, though, all processes have since been delayed pending an upgrade to the system itself.

Q u o t e:
BTW, for anyone with card approval problems with a failure msg, dont keep trying, its charging my account every time.

Correct. This is an issue best addressed to our representatives within Billing & Account Services, as well as one with which they can assist.

Q u o t e:
That is all fine with me just wanted to let you and everyone know ahead of time what will happen when you call Blizzard billing YOU MUST BE AT STEP 8 LINKED BY SYNDRI IN PREVIOUS POSTS.

For ease: http://us.blizzard.com/support/article.xml?articleId=24809

You're all in the same boat, folks. Rocking it won't prove very useful.

Please be civil to one another. :)

Q u o t e:
btw syn can i keep posting this in my posts or will i get some flack for spam

You're fine. :)

Q u o t e:
No offense, but someone needs to rock the boat since obviously nothing has been done to resolve the issue.

My reference is only to infighting. There's no reason to dispute or combat with one another, particularly when a goal is unanimously shared.

Q u o t e:
This is true. Being on my 6th day of locked out with no xfer, i've followed the thread since the beginning (where did it go btw?) and the reason the PCT went down is because they took it down on purpose. There was nothing wrong with it, they just wanted to see if it had an impact on realm performance. It didn't, and they kept it down additional days anyway.

For clarity:

The PCT and PCNC services—their pending requests, rather—were temporarily delayed over the weekend and through Monday to relieve any extraneous strain being placed upon our realms.

We began allowing requests to slowly process mid-Tuesday; however, we discovered some issues with both services and so brought both down—and delayed their pending requests once more—in order to implement necessary upgrades to the system itself.

That's where we stand at present. Should I receive any updates to any of the outstanding questions noted herein, I'll be sure to provide an informative post.

Q u o t e:
So my transfer has finally been approved and it just needs to be finalized. I've tried to finalize by pressing 'finalize' and it just keeps redirecting me to the finalize page. I've clicked it about 20 times I hope i don't get billed 20 times. Any suggestions on what I can do to fix this?

On the payment finalization step, Bangador? I wouldn't repeatedly "spam" your information, but you are welcome to contact Billing & Account Services about the matter; they may be able to assist.

Q u o t e:
Email: billing@blizzard.com

Phone: 1-800-592-5499
Hours: 8AM – 8PM Pacific Time, Monday through Friday (excluding US holidays)

Q u o t e:
honestly thats talking without saying anything... we know you guys screwed something up we want to know when your gonna fix it... we are getting the implication that you guys really don't care to fix it...

If that's how you wish to interpret the situation, Tezka, then you're welcome to continue. I fear you're not one to bend to reason and/or further explication, so I'll leave the matter be.

You are wrong, however; this remains a priority and will remain one until pending transfers are successful. :)

Q u o t e:
For those of us who put in for a transfer, and then found our pending characters removed from the page, is this an error of the page itself, or have we been removed from the queue, and therefore need to resubmit?

To our most current knowledge, these characters remain in queue and will process as normal once both services are again up and running.

With that said, if I receive any new information regarding this particular point, I will provide it herein immediately. I understand this is a troubling concern; I promise you that I will update you ASAP.

Q u o t e:
Ok Syndri, I will continue posting this every hour until you decide to resolve the situation. My character is locked, transfers are down. I want access back to my character.

Period.

What do I do?

For the moment, all that is needed is your patience (or your impatience). Should I receive any information regarding necessary action on your part—or available action, even—I will let you know.

Q u o t e:
A priority like the new login page? I see where the priorities lie, and I'm not happy with it. If there is such a herculean effort being extended to get this problem fixed, I would assume things like the new login screen would be on hold until more pressing matters are attended to.

Those responsible for the new login screen are not responsible for any changes or issues affecting the Paid Character Transfer or Paid Character Name Change services. Though I truly understand how you may relate the two, doing so is effectively a red herring.

You have my apologies for any confusion.

Q u o t e:
Can we get the people working on this to reply to this thread. I know you're not to blame Syndri but we need some accountability. Can we get the people working on this to tell us whats going on directly.

Either that or your supervisor please.

Our Technicians and Database Administrators are not Forum Moderators; I am a Forum Moderator and not a Technician and Database Administrators. The roles do not overlap.

The employees in question are tasked with specific responsibilities which do not include indulging discussion herein. Once they have an update to provide, they relay it to me and I, in turn, relay it to you. Any time such employees spend here subtracts from time being spent on this issue.

Q u o t e:
My character just transferred.

I know this doesn't help any of you.. but after waiting since Saturday night, I feel invigorated.

Huzzah!

This player has been pending finalization for some time. He's posted since this morning about the issue.

Q u o t e:
Then your supervisors.

They will provide you the same information, Juggernautt. The act of asking a question—even repeatedly—will not cause an answer immaculately appear. Once I've information available, it will be posted herein.

That said, you're welcome to contact my supervisors by emailing wowgmfeedback-us@blizzard.com.

Q u o t e:
Syndri, the GM team obviously works 24/7 (tho, the night time crew is not as diligent as you are). Is there a similar schedule for technicians?

Absolutely.

Q u o t e:
Thank you I will be sending an email now. Is there any way you can get them to post on the forums as well

That is not their role, Juggernautt.

With that said, each email sent to the inbox listed will receive a response. Given ongoing issues and responsibilities, however, response may not be immediate.

Q u o t e:
Being condescending to your customers will definitely improve the situation though.

I've no reason to be condescending, though I can understand why it may be easy to interpret or cast such a tone upon my words given your frustration. Even so, I do have reason to be honest.

My supervisors possess the same information as I, so posing the question elsewhere will not yield differing results. It's only fair that those inquiring are aware of this fact.

That said, you, too, are welcome to contact the email address listed, Scale, if you wish. :)

Q u o t e:
I ask again. Only to most likely be ignored again. How are transfers processing if the system is down for upgrades as we are continuously being told.

I don't care if you say they've been pending for finalization since the war of 1812. If the system is down, it's down. Nothing processes. If this isn't the case. Then it's only partially down. Or down upon convenience.

Our Technicians are working on each service's system as we speak. This is possible evidence of progress, though I've yet to receive any confirmation of change or update. Once I am made aware, so will you.

On this note, thank you for the continuous feedback. The information you provide is incredibly valuable; they're excellent examples that I may use when placing my inquiries.

Q u o t e:
We need to make them aware how grave this issue is. I'm sure Syndri has done this, but Im sure he's also reluctant to strees the issue to them as to not annoy his supervisors.

Oh, I've no qualms about stressing this issue. ;)

Q u o t e:
syn if we wanted to leave a customer compliment for you and vrak do we send an email to your supervisor as well or is there another way to do that

Any feedback you possess regarding my or my colleagues' abilities, habits, or cookie preferences (snickerdoodles)—positive or negative—can be sent to wowgmfeedback-us@blizzard.com, yes. :)

As non-update: Our Technicians are still working to bring both services online at this time. I've no ETA available at this time; when (or if) one is presented, I will provide it herein immediately.

We're still looking into "missing" transfers listings on the Status page, as well. We believe these characters to still be pending; should this conclusion change, I will let you know.

Q u o t e:
So I wanted to confirm with you that the folks that are "missing" from the transfers listing also have their characters still LOCKED, so they are all in an inbetween state. They have not been completely removed from the queue because their characters are not playable, but at the same time their characters are not listed on the transfer-status page, to cancel or move to next stage.

Hopefully that was clear.

It was, thank you. We are indeed aware that characters are remaining locked, as well. Given that these pending transfers cannot be canceled manually—thus restricting access to affected characters—we're working on this diligently, as we understand the impact this is creating for our players.

Q u o t e:
Yes you can, call customer support. They gave me the choice to do it.

Our Billing & Account Services representatives are unable to expedite pending transfers or name changes at this time. Assistance will cancellation has be limited, as well.

That said, we may be able to resolve payment issues if you are at Step 8 in the process detailed below:

http://us.blizzard.com/support/article.xml?articleId=24809

Q u o t e:
Email: billing@blizzard.com

Phone: 1-800-592-5499
Hours: 8AM – 8PM Pacific Time, Monday through Friday (excluding US holidays)

Edit:

Q u o t e:
I asked the same question, and the charge is supposed to be done ONLY when the transfer is complete.

This is correct. Depending on one's financial institution, charges may remain pending until finalized.

Q u o t e:
Syndri can you please advise how I can go about contacting your manager?

Are you requesting to provide feedback on the service I've provided, specifically? I ask sincerely.

Q u o t e:
Yes I am requesting to provide feedback on this particular issue and the service you have provided.

You'll want to email wowgmfeedback-us@blizzard.com, then.

With that said, my supervisor will be unable to provide any additional information than that I've provided herein. Response may not be immediate, but you will receive one.

Q u o t e:
Was I completely removed?

You were not. These transfers are still pending. :)

That said, and at this time, I'd encourage you not to play on your character if you intend for your initial PCT request to process successfully. Even though it remains unlocked, playing on it presently may somehow disrupt the transfer process later on.

If you do not wish to continue with your present request (and resubmit at a later time), you're welcome to play. I'd advise fully canceling the transfer first before proceeding, though, if you are able.

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

Q u o t e:
1) I had an xfer in the works. When I access the page it takes me to the finalization process, much so like it did last night. Is it safe to finish the xfer, or will it just bill me again without finishing? As of right now I have 125$ worth of transfers on one character without and transferring actually take place :/ I cant afford to mess it up again.

Venemous, contact Billing & Account Services. Our representatives therein have had success in assisting with payment finalization. Even though such success has not been 100%, it's still worth a shot.

Q u o t e:
Email: billing@blizzard.com

Phone: 1-800-592-5499
Hours: 8AM – 8PM Pacific Time, Monday through Friday (excluding US holidays)

If you've been charged multiplicatively, too, this is definitely a matter to bring up.

Q u o t e:
2) Are you pretty?

The fairest Darter in the land!

Q u o t e:
3) Will you come have lunch with me?

Feralas. Fifth hill on the right, south end. You're buying.

Q u o t e:
The page ask's me if im sure i push yes then it just refreshs the page and nothing happens. I belive this is becuase i was on the 8th step? If so please let me know.

You're able to access the Transfer Status page, yes? If so, can you tell what specific step you're on? :)

Q u o t e:
Can you tell me at least what the problem is?

The Paid Character Transfer and Paid Character Name Change services are under maintenance and upgrade at this time. Most, if not all, requests remain pending presently.

We're also looking into reported situations of pending requests going "missing" from the Status page. Characters are presently not being listed therein, but locked from play. These characters are still showing as being within our queue internally.

Q u o t e:
My dearest Syndri,

I apologize for the delays in my correspondence, but alas, I have news. I spoke today with the golaiths of Account and Billing services, and they made me privy to some information you might find relevant to your interests. They notified me that regardless of the status of transfer, weather pending, or just awaiting finalization, they cannot expedite ANY process associated with paid character transfers at this time. This is most disheartening news, to say the least, but I believe I can weather through any discomforts, injury, or god forbid, death, knowing that our love is true. I hope this letter finds you well, and hope it brings a smile to your lips.

Yours truly,
Venemous

Roger that. :)

Q u o t e:
Speaking of which, I know it isn't wise to play on a character who is pending transfer is a bad idea, but what if my request was kicked out as I said above? If I'm not pending PCT approval, I would like to get back to playing Hallows End, even if it's on my old Realm.

Your request still remains in our internal queue, Ahlenofmark. If you wish to allow this request to process in its own time, I encourage you to not log into the character.

That said, if you are simply content with re-initiating another request at a later time, you're welcome to log in. If you're able to cancel, though, I'd have you do that first:

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

Q u o t e:
Do not post in all capital letters, use excessive punctuation, etc.

This practice is used to draw attention to ones post. While everyone wants their posts read, we ask that you refrain from using sensational tactics in order to bring more people to your thread. Let your post stand on its own merit.

http://forums.worldofwarcraft.com/thread.html?topicId=965509092&sid=1&pageNo=1#1

Q u o t e:
So if you don't know how to fix something, figure that out before taking them down. Are you honestly that dense?

We're presently upgrading both services. In order for this to occur, both services' processes are best left pending.

We're still working on "missing"/locked character reports at this time. As I noted ages ago, I've a character transfer pending, as well, and is it currently experiencing this self-same issue.


Next "Blue" post: http://forums.worldofwarcraft.com/thread.html?topicId=11693659870&postId=116939274330&sid=1#686

Q u o t e:
Is there a danger of us losing our characters stuck in limbo?

We're still showing said characters in our internal queue. To our most current knowledge, these characters should process as normal when both services are made once again available.

That said, if this changes at all, I will personally let you know.


Next "Blue" post: http://forums.worldofwarcraft.com/thread.html?topicId=11693659870&postId=116939274404&sid=1#697

Q u o t e:
.am I going to be charged more than once if I kept trying to type it in? Also, any idea when it will be back up so I can pay and unlock my characters in its new server??

I would advise not repeatedly attempting to finalize if you experience this error. Should you find that you've been actually charged multiple times, please contact Billing & Account Services as quickly as possible. Though our representatives therein are presently unable to finalize transfers on your behalf, they should be able to rectify any mischarges once this issue is resolved. :)


Next "Blue" post: http://forums.worldofwarcraft.com/thread.html?topicId=11693659870&postId=116939274556&sid=1#715

Q u o t e:
How hard would this be:

"We are currently experiencing issues with the PCT service and have taken it off-line. Characters with a pending transfer are still in the queue to be transferred. Some players may have a lock on characters with a pending transfer. This will be resolved as soon as possible. We apologize for the inconvenience and appreciate your patience. In the meantime, why not download this MP3 by the Tauren Chieftains?"

I'll say what can be done to make this information more readily available.



Next "Blue" post: http://forums.worldofwarcraft.com/thread.html?topicId=11693659870&postId=116939274635&sid=1#732