PCT and PCNC Issue - General Information

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.

Thank you guys.

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Update, 10/28 2:00pm PDT: Transfers or name changes which were initiated prior to 10/22, but were not approved (ones which did not reach the finalization step), should now be canceled. Those which were approved and which are presently pending finalization at this time are being addressed manually at this time.

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Update, 10/28 1:15pm PDT: Please do not post your specific information herein. This is not appropriate thread. As noted previously, all such data needs to be included here:

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

Should you have already created a post within the cited thread, please do not re-post your information; duplicate posts only slow down the collection process.

Thanks. :)

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Update, 10/28 1:00pm PDT: We continue to address individual cases of pending or locked requests at this time. As this is an incredibly tedious process, resolution may not be immediately available for every individual affected. Please know, however, that this matter remains a priority and that we've staff working around the clock to assist with every affected transaction.

With that said, newly queued transfers are still processing appropriately at this time. Should you possess the ability to cancel or start your transfer anew, you are welcome to do so.

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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!

Previous updates:

Update, 10/27 1:50pm PDT — At this time, we've been informed that many characters previously locked as a result of an unprocessed Paid Character Transfer or Name Change queued between 10/20 and 10/22 are now unlocked on the source realm. In the event that you find your character locked, please know that we are still working to resolve the remaining issues.

We're still on the lookout for more information; we'll be sure to pass it along as soon as it becomes available.

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Update, 10/26 1:50pm PDT — In addition to the steps given at 2:12pm PDT yesterday, we are requesting that our players follow the steps found on the following support article:

http://us.blizzard.com/support/article.xml?articleId=21226

While following these steps have helped resolve a number of issues, I'm afraid that this process may not work for all players currently experiencing transfer issues. Given that this has proved successful for some of our players, we encourage you to give it a shot.

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Update, 10/25 2:55pm PDT — This is more of a "non-update," but still relevant. Our Technicians and DBAs continue to address reported issues at this time. With this, we are aware that many players are still unable to view their pending requests within the Transactions screen. Please note that this information may appear and disappear as work continues.

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Update, 10/25 2:12pm PDT — If you are experiencing difficulties accessing the Transactions page for either service, please try clearing your Cache and cookies and trying again.

For Internet Explorer:

Go to "Tools."
Navigate to "Internet Options."
Click "Delete Cookies," "Delete Files," and "Clear History."

For Firefox:

Go to "Tools."
Navigate to "Clear Private Data."
Click "Cookies" and "Cache."
Hit "Clear Private Data Now."

You may also wish to try another browser entirely. We've received reports that different browsers are providing differing levels of success for many players.

This has proved, at times, to reveal "missing" characters within the page, as well.

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Update, 10/25 1:30pm PDT — In effort to resolve pending or missing requests, you may witness your characters' status change within the Transaction page. Though we are continuing to address all known issues at this time—"missing" transactions, locked characters, pending transfers or name changes, and payment finalization—should you regain the ability the cancel your request, you are welcome to do so.

Those of you who still cannot access your transfer or name change status within the Transactions page, please remain patient. If you wish to have your request to remain in queue, please do not log into your target character, as this may interfere with the actual process.

Due to the number of changes that have been made, and the characters that this issue is still affecting, if you have not already, post the your information within the following thread—and ONLY the following thread—in below-noted and using the following format:

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

PCT/PCNC: (just give me the acronym of which one you are having trouble with)
Character:
Source Realm:
Destination realm:

This applies, as well, for account-to-account transfers.

Q u o t e:
pcac
name austen
source stormscale
target moonrunner

and to my new account. please help

This is not the appropriate location to post such information. Please do so here:

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

I ask that you do not re-post, however; should you have already provided the quoted information therein, you're set.

Q u o t e:
can somebody please explain why new ones work but old ones don't?

There was an issue we've since identified which caused prior transfers and name changes to queue inappropriately. At this time, we are working to manually unlock (or cancel) any such pending transactions.

Q u o t e:
why was my post here deleted if it was not addressed?

I've specifically requested numerous times within this thread to not post specific information herein. I removed your post to avoid complication or confusion.

If you have not yet provided your individual details, please do so here:

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

If you have already provided it, hang tight; we're addressing all noted cases as quickly as humanly possible. :)

Q u o t e:
So what page in that thread are you up to? I don't think that's too much to ask...doing 1,2,5,10 at a time? Just trying to figure out some sort of timeline to give myself some sort of made up ETA to make myself feel better.

Edit: Reports of still-locked transfers and name changes initiated within (or before) the listed time frame have been received. This information has been forwarded on for further review.


As of yesterday, noted requests queued between 10/20 and 10/22 should have been unlocked. By "noted," I mean cases provided within our listed thread prior to 10/27. I've no other statistics available.

We're presently processing these pending requests manually while investigation continues. It's a very, very tedious process, but we've dedicated staff working around the clock to relieve all affected as soon as possible.

There is regrettably no ETA.

Q u o t e:
Shouldn't there be a new post to collect information from the people who are still not unlocked as of yet?

Not at this time, Suzumi. Should such a step become necessary, we will certainly create a new thread. :)

Q u o t e:
"Unlocked" meaning what? My transfer was put in on the 21st, and my information is on page 3 of the info thread..., my character can not be played...

Are you able to view your transaction through the status page?

Q u o t e:
Yes I can view my transaction on the transaction page, but I receive an error when cancelling or trying to finalize. It has been like this for a while.

Understood. Thank you. :)

I'll follow this information through.

Q u o t e:
Then you need to follow my information through as well as I'm in the same situation.

Note: I'm not yet following personal cases through; rather, I'm simply relaying the fact that there are still locked transactions (ones initiated between 10/20 and 10/22) despite the provided update.

I'll provide further information once I have it.

Q u o t e:
Note: I'm not yet following personal cases through; rather, I'm simply relaying the fact that there are still locked transactions (ones initiated between 10/20 and 10/22) despite the provided update.

Reiterating in case this was missed.

Should I require further information—individual data, for example—I'll request it. Until then, I respectfully ask that you do not yet provide any (even if you are affected), as I want to keep this thread as streamlined as possible.

Q u o t e:
What about someone who initiated his request on Sunday 10/19/08???

Please read the edit within that same post:

Q u o t e:

Edit: Reports of still-locked transfers initiated within (or before) the listed time frame have been received. This information has been forwarded on for further review.

Suzumi, look at the edit within the post you quoted. :)

This applies to name changes, as well. I'll make to sure to provide another amendment to reflect this.

Following up:

Those of you who queued prior to 10/22, your characters or name changes have passed the "Approval Pending" stage and are simply awaiting finalization or cancellation (which you cannot do at this time), correct?

Again, just a friendly reminder—please only provide information I request. This thread can easily become overwhelmed and I only wish to keep it as organized and straightforward as possible.

Thank you. :)

Q u o t e:
I've been on the final step for 4 days now.

Initiated 10/21/08 ...

Roger that.

Let me provide a bit of clarity, then (this will be posted as an update within the primary post, as well):

Transfers or name changes which were initiated prior to 10/20, but were not approved (ones which did not reach the finalization step), should now be canceled. Those which were approved and which are presently pending finalization at this time are being addressed manually at this time.

My most sincere apologies for the confusion.

Q u o t e:
Not all, sadly.

981. Re: Paid Character Transfer and Name Change I 10/24/2008 10:36:43 PM PDT |
Name: Kúshiel
Realm: Dragonblight
PNC
Initiated: 10/21/08 5:35pm

Kúshiel (love the book series, btw), if you're going to quote, please do so properly. :)

This is what the full post says:

Q u o t e:
Edit: Reports of still-locked transfers and name changes initiated within (or before) the listed time frame have been received. This information has been forwarded on for further review.


As of yesterday, noted requests queued between 10/20 and 10/22 should have been unlocked. By "noted," I mean cases provided within our listed thread prior to 10/27. I've no other statistics available.

We're presently processing these pending requests manually while investigation continues. It's a very, very tedious process, but we've dedicated staff working around the clock to relieve all affected as soon as possible.

Note the edit applies specifically to your situation.

That said, there's also this:

Q u o t e:
Transfers or name changes which were initiated prior to 10/20, but were not approved (ones which did not reach the finalization step), should now be canceled. Those which were approved and which are presently pending finalization at this time are being addressed manually at this time.

Q u o t e:
False. I only received the pending email so I dont think I ever made it past that, and mine was done on the 21st. The character is still locked and NA to transfer again..

Are you able to review your Transaction page?

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

You may not be able to, I know, but it doesn't hurt to ask. :)

Q u o t e:
Can't see character on Transaction page, can't initiate a new transfer (red and n/a), if I go straight to cancelation page it says I have no characters pending transfer.

It's very possible that your transactions is just pending finalization right now.

I'll see what more information I can glean.

Thank you all so much for the feedback, but there's no need for further information at this time. :)

Just in case this was missed:

Q u o t e:
Update, 10/28 2:00pm PDT: Transfers or name changes which were initiated prior to 10/22, but were not approved (ones which did not reach the finalization step), should now be canceled. Those which were approved and which are presently pending finalization at this time are being addressed manually at this time.

We continue to work through locked requests. Should any updates or news become available, I will let you know.

Q u o t e:
Can you please explain why flushing the DNS cache was provided as a possible appropriate solution to fixing peoples problems?

It often allowed one to view the Transactions page appropriately, as well as re-queue a request successfully. This provided resolution unfortunately does not work for everyone. =/

As a small note: Though it has not yet been directly mentioned, we're addressing Free Character Moves, as well.

Q u o t e:
I put my name change in on 10/21, and my character is not unlocked. Explain?

Please read the main post, Qtmcwhiskers. It contains a plethora of updates (additional updates will be provided there, too). :)

You may also gain this same information by paging completely through all Blizzard posts herein. To do so, simply click on the "Next Blizzard Post" button in the upper right-hand corner of each post.

For reference, though:

Q u o t e:
Update, 10/28 2:00pm PDT: Transfers or name changes which were initiated prior to 10/22, but were not approved (ones which did not reach the finalization step), should now be canceled. Those which were approved and which are presently pending finalization at this time are being addressed manually at this time.

Characters that are not appearing within one's Transaction page are not lost, I assure you. They all presently remain pending in our internal queue.

With that said, I'm still trying to gain information regarding the status of our efforts.

Q u o t e:
character : tancred
server currently : muradin
server moving to : smolderthorn

Your character is appearing as canceled for our staff, actually. It's not appearing as locked, either. Can you try to access this character on Muradin and report back?

Note: This question is only for Tancred. Should I require further information, I will request it; in the meantime, in effort to keep communication as organized as possible, I'd greatly appreciate only Tancred responding. Thank you!

No problem, Azalyn. :)

Q u o t e:
any word on how the queue of people affected are being processed? or is this not for public consumption?

Beyond manually, I've no insight as to the physical process, Stran; I'm very sorry. =/

Just a heads up, I have posted the following update on the front page:

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.

Thank you guys.

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Q u o t e:
Syndri,

Where can I send in some feedback for the great job you are doing?

Faeh, you can send feedback for any representative that posts here on the Customer Service Forum by way of the following e-mail address: [email protected]. Positive or negative, we ask that it is sent there.

I am sure Syndri will happy to receive some for all her hard work here. :0)

Q u o t e:


why wont any blue post about PCNC? i havent seen anybody come back wiht a successful log in. this is stupid.

You have our apologies for any confusion; this update is in regards to any form of Transfer, or Name Change.

Q u o t e:
the thread to post info in is locked?

From the aforementioned thread:

Q u o t e:
At 6:00PT I will be unlocking this thread

This is to allow everyone to take the time to check their issue as well as make sure that everyone has read the entirety of the post prior to posting their information.

We need to see how many people are still experiencing the issue as we believe the majority of those whom had characters stuck should be resolved. If you are still experiencing an issue, please post in the thread once it has been unlocked.

I will be unlocking the following thread: (http://forums.worldofwarcraft.com/thread.html?topicId=12065187839&sid=1) in a moment here. Please retest your character not only on the Account Management page but In-Game as well - if you are still having trouble feel free to post your information in that thread.

Remember to keep to the format that I have provided there, and we will continue collecting the information. Any such posts made here will be deleted, guys, so please keep to the format and listing to what I am asking of you.

Q u o t e:
charactor: Hooterzz
current realm: Dalaran
Destination realm: Quel'Thalas

Charactor: Nokternal
Current realm: Dalaran
Destination realm: Quel'Thalas

Charactor: Zerinoth
Current Realm: Dalaran
Destination realm: Quel'Thalas

*Looks at Nokternal*
*points to previous post*

Any such posts made here will be deleted, guys, so please keep to the format and listing to what I am asking of you.

To clarify: it may take some time to compile and check on each individual reported issue. It's not going to be immediate; we need to check on a number of things in regards to what is transpiring for those whose issue has not already been resolved.

Those include: Why, When, and What. With that, we do need to compile a list and forward it accordingly; unfortunately, we're not going to witness an immediate change as the information you guys are providing to us is being compiled accordingly.

Thank you all for your cooperation in this matter, and please accept our sincerest apologies that this has lasted for so long. We're very much aware that you all just want to play these characters, and we want you to be able to play them as well.

Please bear with us while this step is taken.

Hey folks,

We're not likely to see anyone that is still experiencing an issue resolved as swiftly as we'd prefer. We'll let you know when something changes and/or something specific is being done; for the time being, we're gathering and analyzing the information so that steps to resolve each individual issue can be taken.

From the amount of posts that have been made this evening, it appears that quite a number of issues have already been resolved. It is unfortunately possible, however, that there are many still experiencing the issue who have not checked back here and have not yet posted.

We certainly hope that those who have already posted are the only ones that are experiencing the issue, as that means that significant progress has been made.

Again, we're very sorry that many of you are still experiencing issues, but rest assured that we're still hard at work to resolve the matter.

Q u o t e:
No worries... I don't even think there is a line anyway

This is correct, in a fashion anyway. There really isn't a "line" per se; we're gathering, sorting and analyzing the information everyone has provided.

For those of you just now tuning in, please go here: http://forums.worldofwarcraft.com/thread.html?topicId=12065187839&sid=1 to post your information.

Please do not post it here, it will either be missed, or disregarded if posted here.

Q u o t e:
So because the numebr has gone down signifigantly from saturdays's thread, we're a lesser concern?

Of course not! That is as far away from the truth as possible.

Q u o t e:
it was said earlier the manual moves were going to be made. Is that still happening or are the SA's/DBA's gonna mess around trying to figure out whats happening?

As far as I'm aware this was done — in a way (i'm not sure of the specific steps that were taken — but, as there were a number of folks still experiencing this issue when we received the report we wanted to gather additional information regarding it.

I do believe they are looking for the reason why your issues are still being experienced when (as far as I'm aware anyway) it was likely to have been resolved.

Q u o t e:
not fair, my friends who transferred today all claim it took them only 30-60 minutes! grrr

We certainly understand that; those of you who happened to try to transfer when the system wasn't being cooperative are sadly experiencing issues.

To the best of my knowledge, new transfers are working as they should be.

Q u o t e:
what do i need to do? or do they plan to manually transfer them to where they were going in the first place? is so then i got no beef, if so then i have BEEF!

If you have any strange Billing occurrences with this, please contact our Billing department. They'll be able to direct you on how to address it appropriately.

Q u o t e:
Rey...

All I wanna know is should I stay up or goto bed!? would it be probable that this will be fixed by later tonight for most people? or should i just call it a night?

I do not see it being corrected any earlier than some time tomorrow. =/

It's entirely possible that steps will be taken tonight, but at this point we're still in the process of investigating the cause of those issues that are still occurring.

I unfortunately do not have any additional information other than that at this point.

Q u o t e:
Seriously.. why not just put them where they were going instead? you have the money, i'm sure it's verifiable. now i have to wait even longer going through red tape to get my money back to actully pay for it now. unless of course they instantly reverse the charges.

You're going to want to contact them to see if they can do anything for you, they're the only ones that are going to be able to direct you appropriately if you've actually been charged.

Morning, all. Please give me a few moments to get up to speed. :)

My point of contact is regrettably not yet in for the day, so I've no immediate updates at this time; I will be checking in as soon as I am able to receive feedback as to the status of this issue.

That said, however, I can confirm that my colleagues have forwarded on all information provided within our dedicated thread. Thank you so much for assistance and cooperation; it is very much appreciated, particularly given your frustration. :)

I know those of you awaiting a PCNC completion or cancellation have been incredibly patient. I'll do my best to glean any information regarding the status of those requests still "stuck" at finalization as quickly as possible.

With that said, we are addressing both PCT and PCNC issues at the same time. The reason more PCT candidates are reporting success is not because we're diverting attention to only this service, but because the "Approval Pending" stage is more lengthy for this feature and so allowed our Technicians to assist more individuals more quickly.

Q u o t e:
Yay found it. Sorry about that Syn. Cookies and cache were messing up my browser again. I even saw that my post had replies but could not see the replies. I cleared cache, cookies, and browsing history, closed everything and re-opened it and was able to find it.

Happens to me occasionally, as well. Glad you were able to find us! :)

Q u o t e:
Did your colleague get to work yet?

Not yet, should be in shortly, though.

I'll pounce appropriately. :)

Q u o t e:
Does this mean that no one is working on the issue at the time or just that the person that you get your information from isn't there? And, if it is either of these is he actually working on the problem himself or just relaying info to you?

The latter, Lehigh. This issue is being worked on consistently, regardless of whether or not my point of contact is available.

With that said, I should have an update for you all shortly (or a non-update, so it prove to be the case). :)

Hey, guys. I know I've been mum for a bit, though I would like to specifically note that I've not yet forgotten about your concerns and questions and that I'm still actively reading both stickied threads.

I've been working on getting that update for you—specifically regarding PCNCs—though, so I've not been consistently in my seat. I've nothing conclusive at the moment, but I'm still following this through. If you don't hear from me right away, it's because I'm (again) not at my desk and pursuing this matter with my point of contact.

Q u o t e:
If this happens to not be fixed by the weekend, will there still be people "Working" on this problem? Or just being like see ya monday!

-Anti

Should that be the case, we will definitely still have people working over the weekend.

What specifically happens when you attempt to log into this character on its source realm, Dragonblight?

If the character is not appearing on that realm, create and delete a new level 1 and then check back.

This is information I'm seeking presently, Magesage.

Q u o t e:
Ok but I am asking is there a way to manually get me thru so I can play with my new name? I am not even in the transaction page. Please syndri help me :/ Im missing out on so much I have cancer wow is pretty much my life. :( help.

There are many other players experiencing this same issue, Magesage. This is what we're trying to resolve at present.

With that said, no, I cannot manually assist with your name change. Our Technicians are working on it, though. I'm presently attempting to assess their progress.