PCT and PCNC Issue - General Information

Update, 11/01 7:00am PDT: At this time, we have successfully canceled the majority of pending PCT and PCNC requests initiated between the 21st and the 27th. We've technicians on staff this weekend to address all remaining pending requests (even those applicable before the 21st) and will be expanding cancellation to encompass those transactions initiated on the 28th, as well.

That said, we are also aware that many requested Paid Character Name Changes, though canceled, still charged the target payment method. In response, we will be working to hopefully provide each affected account—or character, more aptly—with the ability to change the desired name at next login. This process will require some time (perhaps a few days to work out fully), so we do ask for your patience.

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Update, 10/28 4:55pm PDT: At this time we have been informed that a significant number of the pending transfers have been canceled in order to address an issue that we were encountering. As such, it is very possible that many of you should find that your issues have been resolved.

I am going to ask that you please take this time to retest your characters, and see if they are accessible in-game. At 6:00PT I will be unlocking the following thread: (http://forums.worldofwarcraft.com/thread.html?topicId=12065187839&sid=1) and asking that anyone who is still experiencing any issues to please post their information in the same fashion that we were previously requesting. Any posts outside of this format, or off topic will be edited or deleted. The format that I need is as such:


PCT / PCNC / FCM
Character:
Source realm:
Destination realm / New Name:

Issue you are experiencing (as brief and specific as possible):




Again, anyone not using the above format will find their post deleted, for your sake as well as ours, please keep to that format.

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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.

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

Thank you!

Q u o t e:
Majority meaning more than half, and not like 100 out of 1000 right?

More like 90%. :)

Q u o t e:
What about people that started on the 19th?lol

That's what "all remaining pending requests" means. :)

Q u o t e:
Just one quick question.... Has this problem been actually fixed??. What I mean is that when this mage gets unlocked can I re-try the transfter again, or transfer again when its safe to do so.

Yes, it has. Newly-queued transfers are processing appropriately.

Q u o t e:
So this has only fixed people in the "pending" stage, what if you are on the last step of finalization?

"Pending" applies to all requests which have not successfully completed. This includes those requests pending finalization. :)

Q u o t e:
Actually, what I'd like is for one person to post on this thread and tell me that their character has been fixed, just so I'll know that our blue isn't giving us the company line.

Considering I've moderated this issue since its inception, I've no reason not to be perfectly honest.

That said:

http://forums.worldofwarcraft.com/thread.html?topicId=12065189076&sid=1&pageNo=78#1555

In my experience, those who have had their requests successfully unlocked are far too excited to play, neglecting posting an update herein. This applies for all manner of issues, actually. :)

Q u o t e:
Syndri, i have a question for you in regards to the people being unlocked, you have said those that have been "locked" between the 21st and the 27th will be getting "unlocked" , am i correct? well were does that put me? i have been "locked " since the 19th, does that mean my characters are not going to be "unlocked" ?

As a very tiny note: It will be very helpful to read all "Blue" posts herein before posting, as it's quite likely that your question was asked by another. To track my responses, simply click on the little "Blizz" icon in the upper right-hand corner of each post.

With that said:

http://forums.worldofwarcraft.com/thread.html?topicId=12065152182&sid=1&pageNo=1#8

That should address your concern, Hurcules. Please let me know if you've any further questions, though. :)

Q u o t e:
So I assume by Pending you mean "if your character is locked, in-between transfers (you have a character on realm/account A and a clone of that character on realm/account B), you can't finalize the transaction or cancel it for whatever reason". Am I right?

Yes.

Q u o t e:
*furiously mashing f5 on the transaction page, waiting for my transfer to disappear.*

If you want to spare your wee digit, I'll be providing an update once remaining requests begin successfully canceling—and one, as well, when we believe to have finished. :)

Q u o t e:
If they unlock my character and cancel the tranfer for me, will I have to re-initiate the transfer?

You will, yes.

Q u o t e:
And if so, will I have to spend $15 to reactive this account in order to re-process my transfer? Can you transfer a character from account A (that has been cancelled) to account B that is active?

You may indeed transfer a character from an inactive account to one that is active without having to resubscribe.

Q u o t e:
It is on there. Can you start the thread over for those with characters still stuck?

As we're not yet finished with manual cancellations, no. Once we have cleared through our available data, though, I will create a new thread for further information gathering.

That said, if you have already posted your information within the open thread, please do no re-post. :)

Q u o t e:
Am I able to transfer a character from one account to one in which there is still time remaining on the 30 trial membership, before the 6 month subscription charge goes through?

You mean 30-day credit, Phaeus? The one you receive after successfully upgrading?

Phaeus, I asked you this question in turn:

Q u o t e:
You mean 30-day credit, Phaeus? The one you receive after successfully upgrading?

Q u o t e:
Yes, I know Syndri. That was my response to that question.

I dont know what you mean about me getting 30 days after upgrading?

We do not presently offer a 30-day trial membership. We do, however, provide newly-upgraded and newly-created accounts (those begun from boxed copies) a free 30 days of game play. I assume this is what you're referencing, though I just wish to be certain.

The account in question, did you create it with a boxed copy or recently upgrade it from a trial?

Q u o t e:
I created it from a boxed copy of the game. My payment history indicates that I will be billed for the 6 months on the 18th of november, once my FREE MONTH expires.

You should be fine, then. :)

Q u o t e:
I only have one question tho, Can you guys just push my paladin over to Black dragonflight instead of making me stay on kilrogg? :( hehe

And yes I posted my info on the PCT information thingie

We're simply canceling pending requests, Xandine. I fear we will not be manually completing any at this time.

That said, after your request is canceled, you're absolutely welcome to re-queue. :)

Q u o t e:
again i ask is there any order to how they are doing this or just random

There is indeed a method to the madness, Yousathra, though not one to which I am not privy. There are multiple variables associated with an account and our Technicians are using this data to achieve the most efficient sorting possible.

That said, please do not use the order in which one posted as a guide.

Q u o t e:
Guys seriously do not buy into this BS until actual people not blizz posters come in saying they are unlocked. According to them we have been fixed what 4 times now?

For credence:

Q u o t e:
ANYWAYS, today I check AM and my Transaction is gone, and I can finally log in! I don't know what happened, if it was fixed, or if she canceled it, but I finally have my character back! She also said something about getting all the days you missed back in free game days, but I don't have those yet...

Doesn't really matter since I have my guy back, so w/e.

Please cease attempting to create panic, Jasmara. It's unwarranted and unnecessary.

Q u o t e:
Still locked since the 21st..... even though i'm told I was gonna be unlocked last night... any update on this would be very nice.

There are still requests that have yet to be addressed, Katanah. Though we were able to provide resolution to the majority of affected accounts, some still need to be reviewed and handled by our Technicians this weekend (today and tomorrow).

Q u o t e:
need to repost telling you that we are still locked?

Not yet, Queschun.

As I mentioned earlier (someone posed your same question):

Q u o t e:
As we're not yet finished with manual cancellations, no. Once we have cleared through our available data, though, I will create a new thread for further information gathering.

I know you must be terribly antsy—and rightfully so—but it's best to wait until our technicians have concluded before creating a new list. :)

Q u o t e:
With that said quit talking about fixing our toons, and fix our toons.

It's my duty to answer questions herein, Jasmara; it's the responsibility of our technicians, however, to resolve these ongoing issues.

With that said, we've staff in today, as well, to continue processing cancellations. Once I receive word of their progress, I'll relay it herein.

Q u o t e:
Did notice that the way you all fix this issue has changed. Now it is a straight out cancel instead of finishing that part of the transfer. Why was this not done a week ago when people were begging for it? Why drag this on for almost 2 weeks?

Due to the specific nature of this issue, completing pending transfers was not actually successful. Instead, canceling those requests which remained in "limbo" proved the more efficient and successful resolution. (This also allows our players to decide whether or not they wish to actually progress with the transfer or name change.)

That said, canceling each request is a far more complicated endeavor than it at first appears. Again, due to the specific nature of this issue—that of certain requests queuing inappropriately (ie - data corruption)—creating a simple script was not an option. Resolution for this matter regrettably required notable time to develop. For that, you have my most sincere apologies.

Q u o t e:
PLEASE JUST ANSWER THIS QUESTION IF YOU KNOW. sO I DO NOT HAVE TO KEEP CHECKING MY CHAR EVERY 2MINS

Though I've not the specific answers you're seeking, I did say this earlier in the thread:

Q u o t e:
If you want to spare your wee digit, I'll be providing an update once remaining requests begin successfully canceling—and one, as well, when we believe to have finished. :)

Please try not to use Caps-Lock, as well. I'll respond when I am able; I promise. :)

Q u o t e:
So what about people that started there transfers BEFORE the 21st?

This has actually been addressed herein. For clarity, though:

Q u o t e:
...to address all remaining pending requests...

As noted, our goal is to address all remaining requests. Even those initiated prior to 10/21. :)

Q u o t e:
Goto account management, then paid cara transfer, and click transactions. If its not there its not done.

Here's the link:

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

Q u o t e:
So on the day of my transfer I desolved my guild and my toons that are stuck in limbo have tons of stuff on them from my guild bank.

So when you do the restore/rebuild of my toons will I have that????

Your characters will not be modified in any way, Muffins. We are simply canceling pending requests, not manipulating any associated character data. :)

Q u o t e:
Are they taking care of duped characters?

This is being looked into, as well, though I am not sure what the specific outcome will be. I'll let you know when I've further information.

Q u o t e:
So that was what caused the whole issue to be gin with? our information being/becoming corrupt, this occur when we qued or did it happen sometime thereafter? any idea what it was that caused said data to become corrupt?

It occurred when specific requests first initiated. Beyond this, I've no further information.

That said, I would advise using a new browser (one you've never utilized before and one which does not import information from another version) when re-queuing. This is just a precaution, as well as a step to take to bring peace of mind. The proper "Average Wait Time" displayed (on the main page) should be "1 hour." If it shows up differently, let me know.

Q u o t e:
Hey Syndri is it normal that on my transaction page the Estimated time thinger doesnt show anything? usually its like 1 hour or 6 days or what have you.. but with any browser, and on 2 diff computers on 2 diff ip addresses, it still says the same thing?

Can you actually see the "bubble" where the time is usually listed, or are you missing that bar completely?

Q u o t e:
I get the one hour wait time when I go to the transfer page, only problem the character I wish to transfer is well locked.

It's in reference to when/if one is able to re-queue. I know many of you are still stuck. :)

Q u o t e:
Are we able to play other toons while this process takes completion? I don't want to jeopardize or delay the process. Thank you.

Yup. :)

Q u o t e:
Being on another character on the account doesn't impede any of your work, does it?

Nope. :)

Q u o t e:
You mentioned you didn't know what the outcome would be for us people with dupes and clones, but, can you elaborate? It's certainly not possible that we would be stuck like this forever, is it? Because it's starting to feel that way.

Though I severely doubt that you will possess multiplicative versions of one character (ones which prevent you from transferring again), I remain uncertain of how cancellation will fully pan out.

Once I receive word that our technicians have finished with their available list, I'll re-examine the situation. If further investigation and assistance is needed at that point for you (and those in similar situations), I'll make sure you get it.

Oh my, Nextweek. Those images are so tiny. :(

Q u o t e:
some things are edited for privacy

Your transaction is no longer pending, Nextweek. The step you're on currently indicates that you need to finalize the move and payment—which you may be unable to do at this time. We aware that some players are unable to complete a transfer even after reaching this point and working to resolve these situations presently.


*editing in clarity

Q u o t e:
If my account is cancelled, and they cancelling the transfers (rather than pushing them through) and expecting us to re-queue them, and they are not sending out any email notices letting us know that our transfer was cancelled, how am I supposed to check and see if my character is unlocked and ready to be re-transfered, since I cancelled my account and can not log into the game w/ that account?

Even if your account is inactive, you should still be able to access Account Management (of which our PCT transactions page is a part).

Q u o t e:
Can we post information here that you can look up by any chance? Like char name / server ect for an update.

Please do not. Should I require any information, I will request it. :)

In case you missed my previous reply, Nextweek:

Q u o t e:
Your transaction is no longer pending, Nextweek. The step you're on currently indicates that you need to finalize the move and payment—which you may be unable to do at this time. We aware that some players are unable to complete a transfer even after reaching this point and working to resolve these situations presently.

Q u o t e:
It says transactions were canceled thorugh the 28... mine is on the 26 and i still cant get on is that bad?

It says that most were. We are still working to cancel all remaining requests (even those initiated prior to the 21st) at this time. :)

Q u o t e:
Syndri, I have a question. Is Hallow's Eve going to be extended at all? it's my favorite holiday in WoW of the year. I'd hate that have missed it completely. I think I got to trick or treat once.

As this decision would be addressed solely by our Development and Design teams, I've no ability to say one way or the other.

My advice, though, would be to create a post within our Suggestions Forum to this end. Please be as detailed and genuine as possible. The more information you provide, the better your concern can be properly understood.

As I noted previously, Division:

Q u o t e:
There is indeed a method to the madness, Yousathra, though not one to which I am not privy. There are multiple variables associated with an account and our Technicians are using this data to achieve the most efficient sorting possible.

That said, please do not use the order in which one posted as a guide.

Albeit only small bit of insight, I do hope that it offers some assistance. :)

Q u o t e:
Syndri you still havent answered my question :P will we get an email when we are unlocked or should we keep lookin back?

I don't believe so, though I'm not certain.

Q u o t e:
If i cancel my PCT and redo it...do i have to pay them again?


Or is it best to just wait for the toon to go through?

We are presently canceling pending ("stuck") transfers, Zachzach, not manually pushing them through.

With that said, are able to cancel your PCT yourself?

Q u o t e:
Since im "slow" does that mean we'll logon and it'll say "This Character Has Been Flagged for a Name Change" and we'll type the name we want?

Also how long will it take because ive logged on him a few times.

You'll simply be prompted to choose a new name. I believe message is similar to: "[Please choose another name.]"

This is a complicated process, as well, so it may not occur right away. I'll provide an update to the main page to this effect.

Q u o t e:
Good afternoon Syn. It's nice to see an update again after two days of waiting. For those who are skeptical of what you're saying, my character became playable this past Wednesday, after 8 days of being locked. I was a PCNC victim. My request was charged the $10 even though the name was not changed. So you addressed the final concern that I had. Will this happen when we login to the game or into account management?

We're still working out the details, so it may be a bit before we can provide those changes to folks who were charged. That said, once we're able to get things rolling, characters will prompted when first logging into game.

Some cases did respond to our initial resolution and so were not immediately resolved, Division. We've staff in today, though, to address those cases which require extra attention, as well any pending cases which have not yet been handled.

With that said, if you're looking for specific information as to the precise workflows of our technicians, you will not find them herein—I apologize.

Q u o t e:
Nope.

Waiting since the 21st.

Please read the statement fully:

Q u o t e:
At this time, we have successfully canceled the majority of pending PCT and PCNC requests initiated between the 21st and the 27th. We've technicians on staff this weekend to address all remaining pending requests (even those applicable before the 21st) and will be expanding cancellation to encompass those transactions initiated on the 28th, as well.

Key word is "majority," Raybanz. Our technicians are still working to resolve all remaining requests.

Hey, all. Letting you know that I'm still, but that I'm working on a few things behind-the-scenes. No updates to report at this time, but should I hear any word, I'll relay it herein as quickly as possible. :)

Hey folks —

Until further notice, we're still working on what was posted this morning by Syndri:

Q u o t e:
Update, 11/01 7:00am PDT: At this time, we have successfully canceled the majority of pending PCT and PCNC requests initiated between the 21st and the 27th. We've technicians on staff this weekend to address all remaining pending requests (even those applicable before the 21st) and will be expanding cancellation to encompass those transactions initiated on the 28th, as well.

That said, we are also aware that many requested Paid Character Name Changes, though canceled, still charged the target payment method. In response, we will be working to hopefully provide each affected account—or character, more aptly—with the ability to change the desired name at next login. This process will require some time (perhaps a few days to work out fully), so we do ask for your patience.

(emphasis mine)

When we receive another update regarding the matter, we'll be sure to pass it along. Until you hear otherwise, however, that is the current state of things.

Quandary, I certainly appreciate that post.

I can assure you that we are very much aware of the consternation, frustration and irritations that have been experienced in regards to this issue.

Q u o t e:
But the rate that this has been handled seems dreadfully sluggish compared to the rate at which you've managed to hotfix and re-patch things in the past to fix game-breaking issues.

While that may be the case, there is a significant difference between adjusting something on the In-Game Development end and an issue with a database. As there were a number of issues being experienced on the user's end, each case needed to be investigated for it's cause; many of the issues being experienced were actually caused by something other than what may have caused another one with the same issue being reported by the user.

As this is the case, some issues are taking longer to alleviate than others. We've been periodically making more and more progress with resolving everyone's issues and we're currently working to resolve the remainder of them.

Unfortunately, those currently experiencing issues are some of the more complicated issues that even need more care in providing a resolution than the previously resolved issues. While I do not know the specifics of the issues being experienced, I can assure you that they are being worked on. As mentioned by Syndri in the most recent update, we are continuing to work on the issue over the weekend. And although we do not have an ETA available, we are working to resolve the issue as quickly as possible. We realize that all of you want their issue resolve right now!, that's not necessarily a possibility. We must ensure that everything is correct and the resolution provided is not going to cause any further issues before it is conducted.

I realize that is more commentary such as "we're working on it", but, that is really all we have to provide at this point in time. As more information comes about, we can provide it; but, until additional updates are provided to us since the most recent update, we'll be unable to provide any specific information.

I hope that clears up a few things. =)

Q u o t e:
Thank you Reythur. The very fact that you are posting a comment after 5pm (pacific time) is very reassuring. :)

You're welcome. =)

And I'll be here until about 11pm (Pacific); and while I may or may not post very often here, don't take that as meaning that I'm not reading. ^_^

Q u o t e:
As you do not know the original number of total affected accounts (there has been no hard figure that I have seen),

As we've been collecting a majority of the information via the forum post we created, you can guestimate that it's about 2200 issues that were reported. Some of those in the post are duplicate reports, however, there are also folks with multiple issues reported. The most recent count is about that; maybe a little more, but approximately that.

The significant majority of those have since been alleviated.

If we take the trend of this thread, you may have noticed that there are really only less than 20 or so of you posting this evening, whereas on previous days there were anything from 50 to 100 (or more on some occasions). That should be some indication that we're most certainly making progress. =)

Q u o t e:
I didn't mean for my post to look accusatory that you didn't give us the information simply so you could feed us unverifiable percentages, just that you didn't give us hard numbers because you honestly shouldn't have to.

I didn't take it that way. =)

Was just quoting your post so as to provide a lead in to mine. ^_^