Paid Character Transfer and Name Change Issue

Update, 6:00pm PDT: A small non-update! We continue to examine all reports of issues with finalization, "missing" or locked characters, and still-pending requests. Though your post or query may not be addressed specifically, please know that is has been read, documented, and passed on further review.

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Update, 5:30pm PDT: We are receiving reports regarding successful character transfers and name changes at this time. We are continuing to investigate "missing" and locked transactions, finalization issues, as well as requests which remain presently pending.

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Update, 5:15pm PDT: We have received word that the scheduled upgrades have completed. Awaiting information regarding the status of each service's availability and that of still-pending or "locked" transfers.

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Update, 4:30pm PDT: We are currently investigating issues preventing transfer, name change, and payment finalization. Should you be unable to properly finalize your request this time, please remain patient. Repeatedly querying our system for information may cause your payment method to display multiple "holding" fees; although no physical value will be deducted from your CC until finalized, these fees will persist until the transfer or name change is complete.

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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!


Previous post: http://forums.worldofwarcraft.com/thread.html?topicId=11693659870&sid=1

For those of you experiencing a "missing" transaction listing within your status page, please refer to these updates:

Q u o t e:
Update, 4:30pm PDT: We are currently investigating issues preventing transfer, name change, and payment finalization. Should you be unable to properly finalize your request this time, please remain patient. Repeatedly querying our system for information may cause your payment method to display multiple "holding" fees; although no physical value will be deducted from your CC until finalized, these fees will persist until the transfer or name change is complete.

Q u o t e:
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.

Q u o t e:
Update, 5:30pm PDT: We are receiving reports regarding successful character transfers name changes at this time. We are continuing to investigate "missing" and locked transactions, finalization issues, as well as requests which remain presently pending.

Q u o t e:
tried to reenter a new credit card, failed. I have two accounts to put through. =) Should I call billing?

Not yet. We're absolutely aware of these issues with the website (regarding payment finalization, specifically) and are working to resolve them currently.

Dotty, your answer can be found within the primary post:

Q u o t e:
Update, 4:30pm PDT: We are currently investigating issues preventing transfer, name change, and payment finalization. Should you be unable to properly finalize your request this time, please remain patient. Repeatedly querying our system for information may cause your payment method to display multiple "holding" fees; although no physical value will be deducted from your CC until finalized, these fees will persist until the transfer or name change is complete.

Q u o t e:
Update, 5:15pm PDT: We have received word that the scheduled upgrades have completed. Awaiting information regarding the status of each service's availability and that of still-pending or "locked" transfers.

Though I will continue to reiterate any updates I make to main page through a normal post, I encourage you to check back every so often for new information as it's made available. :)


Edit: With that said, if you are physically charged multiple times upon finalization, contact Billing. Not before, only after you have completed your transfer.

Q u o t e:
When it says my CC can be charged, will it be charged the full 25 everytime I click Finish or just the 1 dollar fee? Sorry again for all the trouble I've been and you're an angel descised as a dragon.

Depends on your financial institution, I believe.

That said, these funds are typically only held, not deducted. They will be released to your account after the transaction is finalized and completed (and the $25 USD actually removed).

You will only be charged once; repeatedly forcing a transaction may cause multiplicative "holding" fees, but the total amount actually removed will only $25.00 USD. If you see multiple charges, contact Billing.

I hope that helps. :)

We're looking into all issues reported. Though I may not acknowledge you individually or specifically, everything you are relaying herein is being documented and passed on for further review.

If you wrote, I note it. ;)

Heading home for the evening. This issue is being passed onto my colleague, Reythur.

Updates will continue to be provided within the primary post.

Thank you, everyone. :)

Q u o t e:
He's not going to post anything to help us, only Syndri will. He's basically just here to 'babysit' us.

On the contrary, I've been well briefed on the issue and have taken over for Syndri in regards to obtaining and providing the necessary information.

I can assure you that as soon as I hear something new, you will as well.

Q u o t e:
yea blue, whats the go on the transactions not showing up? are u still looking into?

Yes, we are. =)

Until further notice, these issues are being looked into and are presently a priority issue and is being address with due diligence. Unfortunately, the situation is convoluted and may be related to a number of various issues. As such, it may take a bit of time to resolve and conclude any transfers that were initiated during the time frame that this issue has been experienced.

We continue to investigate the possible causes and resolutions in order to resolve the issue.

Q u o t e:
What about those of us that aren't trying to do transfers we are just doing paid name changes. Does that message apply to us?

Yes. My apologies for any confusion.

Apologies folks!

Should be good to post here for a long while now. =)

Q u o t e:
Yay, your back, Rey! Now--can we have an update (if there is one) on the "Invalid Credit Card" error?

I do believe it's a side effect of the overlying issues and as such the matter is being investigated.

Q u o t e:
lawl Rey is back, its just like the 1st time he wasnt here..Rey can you please tell us why we aren't priority in Transfer service, how come people are transferring now and getting done and complete within 2 hours....

There are obviously issues with the service and the processes which authenticate the transfers are automatic. As such, it is possible that it's being a bit sporadic at the moment.

Q u o t e:
****** REY PLEASE READ AND ACKNOWLEDGE ******

The Game Master staff — i.e. me, and those that post here — will be unable to effect your ability to transfer at this time.

I know that isn't what you wanted to hear, but there is nothing I can do for specific issues. While we would normally recommend contacting our Billing department to address issues with the service on a singular level, this is an issue with the system overall.

As such, we will need to ask you to remain patient until the issue is addressed. We're very much aware of how frustrating this issue is (we have some folks in the office who are currently affected by this issue) and you're not alone in wanting it to be resolved.

And we're also aware that various issues have been experienced with the Paid Character Transfer service for a while now; it's being addressed and you're not being forgotten.

Q u o t e:
WE CANNOT DO THAT YOU WILL NOT ANSWER YOUR DAMN PHONES!!!!!!!!!

You have my apologies for any confusion, Tezka. I said that while we would normally recommend contacting them, this isn't necessarily something they're going to be able to address.

I didn't tell you to try to contact them. And they just happen to be busy, which is why you would receive a busy signal.

Q u o t e:
Don't expect an answer, the night crew of GM forum mods is terrible. They post maybe 2-3 times all night long.

You have my apologies that I have various duties to attend to throughout the night and do have to delegate some time to those other tasks while staying on top of significant issues such as this one.

If you have any issues with the support I've provided, please feel free to e-mail WoWGMFeedback-US@Blizzard.com.

Q u o t e:
They're forgeting about the people who paid for character name changes. All the gm is talkin about is character transfers.

You have my apologies for any confusion, Athion.

When I say transfers (unless otherwise noted) I'm referring to both services.

Q u o t e:
I just looked at my bank account. Why they hell are there 7 charges of $25.00 from Blizzard?

From the Primary Post:

Q u o t e:
Update, 4:30pm PDT: We are currently investigating issues preventing transfer, name change, and payment finalization. Should you be unable to properly finalize your request this time, please remain patient. Repeatedly querying our system for information may cause your payment method to display multiple "holding" fees; although no physical value will be deducted from your CC until finalized, these fees will persist until the transfer or name change is complete.

Q u o t e:
Reythur, any update on the people with missing information on the Transaction page?

From the Primary Post:

Q u o t e:
Update, 5:30pm PDT: We are receiving reports regarding successful character transfers and name changes at this time. We are continuing to investigate "missing" and locked transactions, finalization issues, as well as requests which remain presently pending.

http://forums.worldofwarcraft.com/thread.html?topicId=11693660568&sid=1

Q u o t e:
Rey any info on the CC overpayments? Will we get payed back or what?

As is mentioned in the Updates, they're simply PENDING payments.

They will likely be voided once the process either completes or is canceled. It's simply due to the way any internet based purchase is done. While I don't know the exact specifics, but it works something like this:

1. Query for availability of funds is made.
2. Funds are placed on hold.
3. Purchase is made.

If the purchase isn't finalized, the funds will be removed from it's holding process after a certain amount of time. Generally speaking, these things are done through your bank. If you continue to press the finalize button and something happens between steps 2 and 3, you're likely to experiencing a Pending charge.

Q u o t e:
Kk going to ask again, can they really lose our characters?

Your characters are not lost.

Q u o t e:
Thanks for the enlightening post. Care to answer any more pressing problems or should we just expect you to regurgitate what Syndri already posted on the front page over and over again?

If you're going to ask the same questions over and over again, you're going to unfortunately receive the same answers over and over again. It's the regrettable circumstance when information has not changed since the question was last asked.

I do not have any additional information at this point in time. Nothing has changed thus far; the issues are still being investigated and addressed accordingly. When something changes, you will be informed.

Q u o t e:
How can the company allow canceled and new transfers to go thru vs. fixing the ones who have the most time still invested? the ones who have started days ago or even today.....there still ahead of the ones transfering now. You guys call it a QUE system....first come first serve is que right?

As there are issues with the Paid Character Transfer and Paid Character Name Change services at the moment, it is likely that there are going to be strange occurrences in relation to their use.

It is possible that new transfers may go through immediately, and it is also possible that they may end up in the same situation as many of you.

We certainly understand that this appears as if we're ignoring you, but I can assure you that is not the case. We want you to be able to use these services to their full extent. It's regrettable that we're experiencing issues with the system and we do hope to have it resolved shortly.

As many of you certainly aware, there have been a number of issues that have been experienced throughout the past week. I do believe that the majority of these issues have been located and are being addressed; I do not have anything concrete at this point in time, however, nor do I have an ETA on a resolution.

Of note, we do have an night crew, as well as an overnight crew; the current time has no effect on whether or not these issues will be resolved. They are being addressed as quickly as possible. Please note that prior to a resolution being forthcoming, it has to be certain that it will resolve the issue and it won't simply cause greater issues.

As I've said before, when I hear something other than what has already been provided, you will be informed.

I know that you are all eager to have this issue resolved, however, at this point in time I do not have an ETA on a resolution.

As such, I'd like to recommend that until I have confirmation of a resolution, everyone should stop attempting to use the Paid Character Transfer and Paid Character Name Changes in any fashion.

Doing so will help prevent any additional issues on your end — i.e. additional pending charges.

You could always use an alternate character to participate in the current events that are transpiring within the World of Warcraft, or whatever else might meet your fancy.

We're well aware that you'd much rather be in-game playing the character you're trying to transfer, but alas, until further information is received regarding a time frame I'm afraid that it might be a bit of time before these issues are completely resolved.

Q u o t e:
so you are telling me to do something else even though i payed for a service that im not getting.

If your transfer has not been finalized, you've not been charged for the transfer (or name change).

Q u o t e:
Then how come some peoples CCs (that's credit cards for you slow/techincle people), are showing charges of $200+???

Q u o t e:
Update, 4:30pm PDT: We are currently investigating issues preventing transfer, name change, and payment finalization. Should you be unable to properly finalize your request this time, please remain patient. Repeatedly querying our system for information may cause your payment method to display multiple "holding" fees; although no physical value will be deducted from your CC until finalized, these fees will persist until the transfer or name change is complete.

Hey all —

I very much realize that you're all extremely frustrated regarding this issue and I know that you've not liked that fact that information regarding these issues have not been very forthcoming this evening. I've been awaiting an update regarding the fact that some transfers are going through whereas some of the older transfers have not.

We're well aware of the issue — I know, you don't like me saying that; however, it's true — and are working to resolve the matter. While I've not received any information regarding a time frame, I have been informed that we believe we've identified an issue that may be causing the seeming disappearance of characters from the Paid Character Transfer/Name Change service. While I do not have any specific information as to what that cause is however, it does appear that we should be able to resolve the issue here shortly. I do not have concrete information regarding a time frame, however, and as such it may still take some time to resolve.

I would like to extend my deepest apologies for any lack of communication thus far, however, I can assure you that I've been working to obtain relevant information for all of you.

I will be working to provide additional information as it becomes available. Please be aware that I may not be able to answer every specific question; however, I will answer what I can now.

Q u o t e:
To be blunt you need to give us a direct answer to the question listed above...are our characters actually in queue right now or are you trying to put them back into the queue?

As far as I am aware, the characters are still in the queue to be transferred; however, as there are issues with the service you will likely be unable to finalize the transfer, and therefore be unable to transfer the character. This does unfortunately mean that the character may be inaccessible until the issue is completely resolved.

I answered your other two questions above.

I will try to answer any questions that you all feel need answered, but I will only do so if you keep this conversation civil. While I understand your frustrations regarding these issues, wading through inappropriate comments to find logical questions — those that have not already been answered — makes it difficult to provide you with any pertinent information.

Q u o t e:
any update on the invalid credit card issue? Been stuck at finalizing payment for hours now

No updates as of yet; more than likely related to the overlying issues with the service.

Q u o t e:
is it possible to take out our transaction and let me xfer again?

Unfortunately, we will be unable to cancel your transfer at this point in time. That may change at a later time; updates will be posted when available.

Q u o t e:
is my toon going to be locked from transfer for 90 days? ...

The Paid Character Transfer cooldown is only 30 days, for one. And I do not see any reason why it would, unless the transfer went through.

Q u o t e:
As I cancelled my account, I will still be able to transfer a character from that account (account is not banned/suspended in any way - cancellation was initiated by myself), once the transfer issues are resolved?

Correct. Your account does not need an active subscription in order to transfer a character.

Q u o t e:
That means we have your money and we aint giving it back ever if that mean it could possibly fix the situation.

You will not be charged for a transfer until it is finalized and processed. Pending charges may occur; however, those are enacted by your bank of choice when attempting to initiate an online purchase.

Q u o t e:
Hey blue, why don't you ask for free transfers for everyone stuck in this AND free name changes. Sounds fair to me.

If you believe that is the appropriate course of action, please feel free to post on our Suggestions forum: http://forums.worldofwarcraft.com/board.html?sid=1&forumId=11122 .

Q u o t e:
Has there been any thought given to free transfers for everyone whos had to wait through this hell? Or a free month of gameplay,

While I'm not able to make a determination as to whether or not something of that sort will or will not be provided, I do know that it has been done in the past.

Generally speaking, such things are done after the issue is resolved so as to encompass the entirety of the issue. And they'll usually appear on your "Payment History" in your Account Management page; it's even possible that you've received some in the past.

Q u o t e:
Now I just hope he keeps us up to date with a time frame I hope or some what of a good guess. Hey rey do you promise that? <-----legit question

If I receive a time frame, so will you.

Q u o t e:
1. If our characters are still in queue but not showing up, when we go to the cancel transaction page it gives us a page saying that there are no characters in the transfer queue, why is that happening?

As I mentioned before, there are obviously issues with the system and as such strange occurrences are going to be seen. This would be one of them.

Q u o t e:
2. If my account goes "FROZEN" meaning, I can't login to the game, can't get on the forums or do anything, and needs to be payed for... rather than just "CANCELED" which means you can still play and do stuff like that, which I currently am doing, Will i still be able to get my transfer through?

You do not need an active subscription in order to transfer a character.

The only time that you are unable to transfer a character is if you do not have access to your Account Management page due to a Lock, Suspension, or Account Closure.

Q u o t e:
Its true, they do give free days...

9/16/06 N/A One Day Credit
12/18/06 N/A One Day Credit

I hope we get atleast 6+ free days =]

There you go. =)

We're not as horrible as folks try to make us out to be. ;p

Q u o t e:
I am pretty sure someone said at least 6 of those in a single post before =P

Run! It's the Tyrannothesaurus Rex!

On a serious note folks, I do hope that I've answered any questions that have been asked regarding the issue. Please feel free to ask again if you believe I missed yours. Again, let's try to keep this discussion civil. =)

Q u o t e:
A few of us have mentioned reaching the payment finalizing section when we have received word that our transaction has been approved and hitting 'finish' only refreshes.. Any comments on this?

Not sure what may be causing that; anything related to the website having weird reactions to what you are trying to do is likely being caused by the fact that the entire thing is experiencing trouble.

Q u o t e:
Rey have you heard on what the problem is weather its the server or the site side?

I do not have any specifics regarding the cause.

Q u o t e:
Rey...what would u do if you were on our situation ??...

As I'm just naturally a patient person, I'd just wait until it was resolved. =/

There really isn't much else that can be done at this point, I'm afraid.

I certainly do appreciate the frustration that this issue has caused and I am very sorry that it has occurred. I know that there are some folks around the office who have been experiencing these issues as well — so it's not just you guys.

You're not alone in this.

Q u o t e:
Are the hung transactions - where the transfer is pending, character locked, but does not appear on account - are these being individually reviewed or is the cause as a whole being reviewed?

At current, I do believe that the issue as a whole is being reviewed; if after a resolution is enacted there are still some individuals experiencing an issue, we'll likely review them individually.

Q u o t e:
no update about the

Invalid credit card

http://forums.worldofwarcraft.com/thread.html?topicId=11693660568&sid=1&pageNo=69#1374

http://forums.worldofwarcraft.com/thread.html?topicId=11693660568&sid=1&pageNo=74#1474

Q u o t e:
I know you cannot control billing and whatnot, but could you please shed some insight as to why so many holds for the same thing?

It's because you keep trying to finalize the transfer when the service isn't completely functional yet.

Each time you try to finalize the transfer, you're attempting to start another transaction. The transaction doesn't finalize, but you're telling it to start the process.

Q u o t e:
WAIT ON HOLD UP..... SO EVERY TIME I CLICK FINISH IT CHARGES ANOTHER 25$ U.S? WTF OH PLEASE DONT SAY THAT >.< USING STEP DADS CC AND ASDADSJAHDJKH i better get my money back because its alot more in AUS =x.

It is very possible that PENDING charge will be initiated; you will not actually be charged those funds, but it's likely that your bank of choice will put the funds on hold.

Q u o t e:
can you respond to me. I saw you said something about maybe case by case.....im on my 5-6thday there here.

I said that it would be possible that we'd investigate individual cases once the overlying issues were resolved; not before. Sorry for any confusion.