Going on the 4th day now….
I accidently purchased 6 Race Changes x 2. I meant to just purchase 1. I was refunded 1 of them, then I went on to purchase the 3 Faction Change (+1).
I changed my races and factions for some characters and now I’m unable to log into 3 of them. I get a “This character is locked out due to billing”
I sent a screenshot of the message I’m receiving but the customer service rep said that they don’t see any of the characters being locked despite my screen shots and provided me with a link
I’m hoping that your day is going well. I checked and I don’t see the characters being locked. Try use the self-service option to move your character (provided link is an EU link that gives me a 404 error page)
If you still can’t login after following these step, please contact us for assistance.
If you have any further queries, please don’t hesitate to contact us 
Wishing you an excellent time and exciting, thrilling adventures!
That link doesn’t work and I have no idea what he means, using the self-service option to move my character??
Any assistance would be greatly appreciated. As I’ve mentioned, it’s going on the 4th day and that doesn’t include last week when I accidently purchased the wrong service, so I had to wait for that to be resolved.
The complication here is that you used both services despite wanting to refund one of them.
The only way to resolve this mistake is via the ticket system at this point.
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Not sure why I even mentioned the faction changes I purchased. Those characters are fine.
It’s just 3 of the characters I race changed. I still have quite a few race changes available to use (despite having the 6 refunded last week).
Also, why provide me with an EU link? I’m clearly US. The GM said there’s a link I can try to use the self service to move my character, because they didn’t see any issues? I don’t know what that means and I’m tired of waiting 24-48 hours/response.
Yeah, the link they likely provided was probably not a correct one.
Again, this can only be resolved by tickets. There are no GMs on the forums.
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Was just hoping someone knew what this “self service” they were referring to was.
That was referring to the Character Stuck service. This just physically relocates your character to a different location in the game. Best used when a character cannot free itself from terrain or is stuck in combat and whatnot.
Link: https://us.battle.net/support/en/help/product/wow/197/834/solution
Though not sure how this would affect a locked character due to a billing issue.
5 Likes
I think they’re talking about the stuck character service that you can use when your character gets stuck falling through the world or the like. Seems really unlikely to me that that’s going to help if it’s actually telling you they are locked due to billing issues, but I suppose you could try it.
Edit: Kyzera beat me to it, and with the link.
4 Likes
Not sure what category you sent your initial ticket to, but you want a ticket going to ‘purchase failure’. By the way, do you have any faction changes still available, and can you confirm none of the items you used were refunded in any way accidentally.
Typically characters become locked when a service is used, but where the cash is pulled back either by a refund, chargerback, or simply the financial institution declining the charge. The solution usually is to work with support and usually involves purchasing the service and reapplying it again, though most issues we have seen is where people refunded boosts.
I’m not sure what ticket path you used when you did the last? But submit one here to Purchase Failure. They’re the ones who are more focused on all things that could muck up when things get locked, don’t go through or any of that.
I would focus on one issue at a time. Submit a ticket for your characters being locked up with the race change. After that’s resolved, then try and get the purchase/refund issue sorted out. Too much at one time can often muck up tickets and that’s where confusion and misunderstandings happen.
Go ahead and submit that ticket HERE.
Good luck to you.
2 Likes
This has got to be it.
Just noticed I still have 6 race changes available. I should have 3.