Account upgrade from trial not working

#0 - Sept. 18, 2010, 5:42 p.m.

I have a friend that I recruited and last night, she bought the main game to upgrade her account so she could continue to play. Now, her trial account 'had' ended, but from all that I could tell from what she has told me, her account has upgraded correctly to the correct level on battle.net and she even has the first free month of time from joining.

But whenever she tries to log into the game's client, she is shown that she has two accounts (no idea where that came from) but the one with her characters on it says "Your trial period has ended. Go to manage account." Her characters that she created during her trail are on that account, but she just cannot access it.

I should also mention that she bought the CD boxes to upgrade, and did not do it online. I have done a lot of looking around through the forums and FAQs, but have not found a definitive answer that I can give her, and she's worried she's wasted her money. I am aware that there is a possible waiting time of 72 hours for the digital upgrade, but I was not certain if that also stemmed over into the box upgrades. When I upgraded after my own trial, I had no issues at all with this, but I do not know what's up for her.

Back when I upgraded from my trial, I seem to recall finding an entry in a FAQ that mentioned an upgrade from a trial could take, occasionally, a few hours to complete, but I cannot seem to find that entry anymore. And, it has been over 8 hours since she last tried to log into the game before this morning, where she was met with the same "upgrade now" message.

I suppose the questions that I would like answered are:
- Will her account, eventually, successfully upgrade to reflect what battle.net shows?
- Does upgrading after a trial period has ended cause problems?
- Why does she have two accounts? (WoW1, WoW2)

Harlsoco

#5 - Sept. 18, 2010, 6:11 p.m.

Q u o t e:
But whenever she tries to log into the game's client, she is shown that she has two accounts (no idea where that came from) but the one with her characters on it says "Your trial period has ended. Go to manage account." Her characters that she created during her trail are on that account, but she just cannot access it.

This would indicate that your friend created a new account using the CD instead of upgrading the trial account, Jelkkal.

Q u o t e:
...and she's worried she's wasted her money. I am aware that there is a possible waiting time of 72 hours for the digital upgrade, but I was not certain if that also stemmed over into the box upgrades.

Assure your friend she has not wasted her money. :) Account Services should be able to help her with resolving this issue. Also, the 72 hour upgrade process does only pertain to the online upgrades and not accounts upgraded with retail versions of the game.

Q u o t e:
- Does upgrading after a trial period has ended cause problems?

No, not at all. A player can upgrade the account anytime after the trial expires. We do not delete accounts or characters due to inactivity.

Ultimately, your friend will need to contact Account Services to resolve the issue. I would recommend that she contact them as soon as possible so you can continue taking advantage of the Recruit-a-Friend benefits.

Account Services
Assists with: billing issues, password recovery, paid services, subscriptions, payment issues, account management, etc

Hours: 7 AM to 8 PM Pacific Time

How to contact:

https://us.blizzard.com/support/webform.xml

Contact page: http://us.blizzard.com/support/article/contactbilling
International contact page: http://us.blizzard.com/support/article/international