11/9/10 - Paid Service Errors

We are currently experiencing some issues with our Paid Services where they are not fully completing. In addition, users will encounter an error when attempting to cancel the service.

This issue is currently being investigated and we will provide further updates as soon as they are available.

For those players who are experiencing this issue, please exit the game completely if logged in and visit the transaction page for the service you performed. The transaction page will show any paid services that are outstanding. If the “unlock” option is available, please select it.

The transactions pages are as follows:

Character Re-Customization Transactions Page
https://www.worldofwarcraft.com/account/character-customization-status.html

Faction Change Transactions Page
https://www.worldofwarcraft.com/account/faction-change-transactions.html

Paid Character Name Change Transactions Page
https://www.worldofwarcraft.com/account/character-namechange-status.html

Paid Character Transfer Transactions Page
https://www.worldofwarcraft.com/account/character-transfer-status.html

Race Change Transactions Page
https://www.worldofwarcraft.com/account/race-change-transactions.html

Please update the thread with the results, everyone.

Q u o t e:
I did that before that post was even placed, however every time I click the button it says, An Erorr has occurred with the little sad orc. Please tell me something more is being done.

Yes, Wayso, the issue is being investigated. Unfortunately, we do not have an update to provide at this time.

The thread will be updated when more information comes our way. Your patience is appreciated.

Q u o t e:
In fact i just want to store it so I can have it for cata release. The big Issue is the fact that I cannot log into my character at the moment.

I may need some clarification here, Wayso. Did you perform the current Race Change to be placed on "hold" until Cataclysm launches?

Q u o t e:
The "unlock" button on my transaction screen for my pending race change has been replaced with "cancel"... Is this progress? I still can't change my toon's race.

I am now showing the transaction has been canceled, Aramun. Since it has been canceled the service would need to be initialized once again.

It seems as though many of the paid service issues are resolving themselves at this time. If you do not see the Race Change icon or the Character Re-Customization icon next to the character you wanted to change, exit the game completely to your desktop. When you log back in the icon should appear. If the icon does not appear please update the thread.

Q u o t e:
Yes, Harlsoco - after I hadn't received a reply from blue, I took it upon myself to "cancel" the transaction.. After waiting the necessary 20 minute "logged-out" period, I successfully changed my toon's race.

Unfortunately, your reply was too tardy to help me troubleshoot this.

While ultimately I received my desired product, I'm disheartened that blizz would initially accept my payment for a good that wasn't readily available, wouldn't contact me about it, and left me little choice but to either contemplate a possible mistake I had made or wander the forums looking for a possible solution.

Of all the possibilities of making consumers aware, blizz chose posting on a public forum that would require a user the wherewithal to find it? I find this a somewhat lazy approach, quite frankly (logically, I would consider positing a warning or disabling the webpage for the product that isn't currently available.. Especially if the problem persists longer than a day.). Hopefully blizz can learn from this, and can better tailor their services and communication.

We do our best to resolve these issues as timely as possible, Aramun. More often than not we are unaware there even is an issue until players bring it to our attention, such as they did last night. When updates became available we not only posted them here, but also on the new forums, and via our Twitter feed. You may wish to become a follower if you are not already (http://twitter.com/BlizzardCS)

While I understand you feel that making our paid services unavailable during this time would have been ideal, it is not possible to disable a single paid service due to an issue while the others are working as intended. As such, ALL paid services would need to be made unavailable, which would have not been the best outcome for our players.

Q u o t e:
Ive tried all the instructions in this thread and still nothing for me :/ I do have the cancel option now though.

If you are currently in game at this time, Kyx, please exit the game completely.

Q u o t e:
Ok Ive exited the game completely, now what?

Wait for about 10 minutes and log back into the game. Let me know if you see the Race Change icon next to the character you wanted to change.

Q u o t e:
Can we buy a race change now so that when Cata comes out we don't have to go through the purchasing process, just log in and change it?

I believe your answer can be found here, Jixxi.

Cataclysm Paid Faction and Race Changes
http://us.battle.net/wow/en/blog/1116854#c-1015351578

Q u o t e:


I know Worgen/Goblin race changes will be available from day 1 already.

I'm asking if I can pay for my race change now, save it until Dec 7, and then use it to change to a worgen right away at midnight instead of having to go to the site and purchase it.

My apologies, Jixxi.

A Race Change can be purchased and the changes made to the character at a later time. With that said, if players purchase these changes ahead of time in preparation for Cataclysm, these same players will be trying to make the change around the same time, which may produce delays in the actual change completing.

At this time, the issues with "hanging" paid services appears to be fully resolved. Thanks for your patience while we investigated the source!

Guriss, Melonseed - it appears that your paid service issues are unrelated to those that were occurring last night. You will both need to contact Billing & Account Services directly for assistance with your issues.

Billing & Account Services

Hours: 7 AM to 8 PM Pacific Standard Time

How to contact:
Phone: 1-800-592-5499
Australia: 1-800-041-378
Chile: 1230-020-5554
Mexico: 001-888-578-7628
Argentina: 0800-333-0778

E-mail: [email protected]
Web form: https://us.blizzard.com/support/webform.xml

The Paid Character Transfer Service issue you are experiencing, Christabella, is unrelated to those issues that were occurring with Race Changes and Character Re-Customizations, as Nevalistis indicated.

Are you able to access the transactions page? If so, you may be presented with 2 options: unlock or cancel. You may wish to cancel the service and reinitiate it using a different method of payment. Alternatively, you may contact Account Services directly as they may be able to process the transaction for you.

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:

Phone: 1-800-592-5499
E-mail: [email protected]
Web form: https://us.blizzard.com/support/webform.xml

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