Good day! Can anyone tell me how to actually open a real ticket with customer support here? I created an account with a paid subscription over 72 hours ago. It shows that the subscription started on 8/12. It actually didn’t though, as it still has the starter restrictions. When I’ve tried using Support option here and in game the only options that I’m finding are a database. I’ve tried the recommended solutions there and they aren’t working. Can anyone tell me how to actually open a customer support ticket here, please? Or how to contact customer service directly?
Edit: # Customer Support
Start Here: Get Help
Support Hours: 24 hours a day, 7 days a week
Note: You may access the Support Site and submit a ticket through the in-game interface by clicking on the Help option (Red Question Mark in your User Interface).
Live Chat
When browsing through the Support Site or when going through the Support Ticket submission entries, you may be presented with a Live Chat option. This option will allow you to interact with a Customer Support representative via a chat window who will assist you with your issue.
None of the above seems to be accurate anymore. I’ve yet to see a Live Chat option or any method of submitting an actual customer support ticket using the Help option. In my case, the database only recommends changing my password. I’ve done this multiple times now, so that solution isn’t working. How can I actually contact customer service here?
Edit II: I was finally able to submit a ticket by using the “Not listed here” option. Live Chat support or the Direct Call option didn’t seem to be available. If anyone can correct me here, please do. It seems that these options have been removed from customer service here, however.
Right here in customer support is good. If you would also like to open a ticket in game you can also do that. Live chat support is unfortunately no longer a thing so you will have to wait for your ticket to be reviewed. Wait times vary from a few hours to few days depending on how busy they are.
Thank you for the reply! I’ve updated the OP by editing it twice now. I did finally find an option to submit a ticket by using the “Not listed here” category. None of the options that I tried using Account related topics seemed to work directly. Changing the password didn’t work at all. My subscription shows that it started on 8/12, but, in no case, does that reflect reality.
The Transaction History shows 8/12. My bank shows that it cleared yesterday and it showed as “pending” here up through then. I guess now I’m curious if it takes a full 72 hours to unlock the subscription properly from 8/12 or 8/14.
If it’s showing pending, all ya can do is wait to see if it put through or fail. I’d give it another day. If it doesn’t change, I’d file a ticket under ‘Failed purchase’.
Many features should unlock right away. For example, you should be able to immediately progress your character beyond level 20. I see that your character Mannad is at level 16. See if you can get to level 21. That should confirm that your subscription is active. If not, something may have failed with the payment.
Other features take a bit longer to unlock. Chat restrictions sometimes can take 24-72 hours. See if you can add a chat comment in the Trade channel. And some features, like the use of the Auction House, take much longer to unlock. The Auction House, for example, takes 26 days (if this is your first paid subscription time).
This is probably a good avenue. I know the support system is kind of a labyrinth and it can feel very frustrating to fight through it. Hopefully your “Not Listed Here” ticket gets your issue resolved. But “Problem with Purchase” is probably a better category. Here’s a link for future reference: https://us.battle.net/support/en/help/contact/1995/ticket
I haven’t seen the Live Chat or Call Back features available in years. I’m not sure why they’re even shown on the Contact options anymore. A Ticket is really the only option at this point. Hopefully yours is addressed soon and you can quickly return to your adventures in Azeroth!!
Thank you again. To be more precise, it only showed as “pending” here until yesterday. Now it shows “complete” and the subscription shows as “active.” All of the details here are showing 8/12, though. The reality is that the subscription isn’t “complete” or “active” yet. I’ll try waiting 72 hours from 8/14.
It’s a bit wonky there. I can play (mostly) on both versions. I can’t trade, mail, or use battle pets yet, though, so I’m unsure what premium perks are actually working properly.
Wow. 26 days for some of the premium features to unlock? That’s pretty disturbing, as I won’t consider the transaction “complete” until all of the subscription feature are unlocked properly. Thank you for the further details, though.
It’s an unfortunate consequence of illicit companies who trade in game gold and items for real money. I agree that it’s a little disturbing (or at least disappointing). I believe this only applies to Classic WoW and only if you are a new player and have never had purchased game time (but I’m sure someone will correct me if I am mistaken).
That restriction is only for Classic, it does not affect Retail accounts.
It is unfortunate limitation for Classic but it was done to help curb the overwhelming cheating/botting/etc that was happening over there.
If the account restrictions aren’t lifted after the 72hrs then yeah, I’d put the ticket in under Payment Failure category. Tickets involving real money tend to get help quicker than the catch-all not listed here section.
Another thing to check in the meantime, how many WoW licenses do you have? I’ve seen before where people have accidentally started game time on the wrong licenses on accident.
This is a new subscription for a new account. In total, I’ve had, maybe, three or four different accounts that I’ve paid for subscriptions with all of them. I don’t recall having to wait for 72 hours or up to 26 days for various premium features to unlock, though. It’s been long enough with the prior accounts that I think that these were created before the free trial versions came into play here. This is definitely the account that I want to have the subscription for, though. I just missed the fine print entailing that it would take so long to unlock the features that come with it.
I haven’t been able to fully test everything yet in WoW Retail, but when I had last tried, trading wasn’t possible and the pet battle feature was still restricted. When I get a chance, I’ll try testing that version more fully to see if I can level over 20th level. I hadn’t tried other chat channels, but I was able to use the new player channel from day one.
Trading, at least, is also still restricted for the WoW Classic version. I was able to ask in the Stormwind (region?) channel about the restrictions, so I don’t think chat, at least, has been restricted for either version that I’ve tried.
Though I’d like to know if the 72 hour hold for the retail version is based of when I signed up (8/12) or when the transaction actually became complete (8/14), I can make due without all of the premium features there. The 26 day hold for features for the classic version has put me off of it completely.
There is no 72 hour wait for retail. Most things for retail are unlocked immediately and typically are completely unlocked in 24 hours as long as the payment clears.
Historically, it’s been common to recommend people wait 72 hours but that’s not been the case for a couple of years now
If your restrictions are still there in retail after 24 hours, the Purchase Failure ticket is the right way to go to see what’s going on.
