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Lol join the club. I sent them a ticket weeks ago, completely ignored, no reply whatsoever. As soon as I sent the ticket, for no apparent reason, it was automatically marked as "solved", closed. I was like WTH. So I commented again to re-open the ticket, told them it's not solved, it didn't even get a reply. Smh. Immature jokers, no respect for people who pay them money.
This is their usual bad pattern. I've read many costumers had the same problem, one of them has been ignored for 7 months, others for years. SSG is a joke, a sad joke. This game has the best community, least toxic, in all MMOs, deserved much better support than these horrible people "working", not really working, at SSG.
Check SSG's report from Better Business Bureau, who gave them a well deserved F, and the reviews there, that further proof how bad SSG are, they deserve no support from costumers.
"Pattern of Complaint:
According to BBB files this business has a pattern of complaints concerning lack of customer service via in-game tickets. Consumers state that the business closes in-game tickets with no response, and fails to assist or rectify issues related to game play or payment for services. Contact with the business regarding reactivating accounts does not offer the consumer an option for resolution. Consumers indicate that they want better customer service, compensation for in-game items purchased but not received, as well as responses to issues. BBB sent a written notice to Standing Stone Games, LLC identifying the potential pattern of complaint with a request for a business response. As of 3/13/19 the business did not respond to BBB's request."
https://www.bbb.org/us/ma/needham-hgts/profile/video-game-dealers/standing-stone-games-llc-0021-188406
SSG has a right to close tickets and even not respond to them. There are obvious legitimate reasons for that. There’s nothing wrong about that in and of itself.
As you’re already aware, there are no SSG employees here, nor on the BBB, to look at whatever issue you might be having. You haven’t even been forthright enough to state for us, let alone provide evidence, of the problem you want help with.
Making character attacks on SSG, with the only purpose being to make character attacks in a place where they aren’t, looks cowardly. They read and respond to posts on the official forums, not here. There they can actually verify your game account to try to help you. So if your goal is to bring more company awareness to your issue, Steam isn’t the place to do it.
It’s also clear you’re either ignoring the reality of the BBB or you simply don’t know what you’re talking about. In big red letters your link shows SSG as:
“NOT ACCREDITED”
Here’s what that means:
https://www.bbb.org/us/ma/needham-hgts/profile/video-game-dealers/standing-stone-games-llc-0021-188406/accreditation-information
Of particular note:
“Accredited Businesses must pay a fee for accreditation.”
So all your BBB link is proof of, is there’s never been any communication between the BBB and SSG. When you add in the link I’ve posted, it’s the equivalent of me owning a school you were never enrolled in, and giving you an F in all the classes because you never attended. Oh, and also saying you must pay money if you want to change your grade.
If you happened to be an employee of the BBB what you’re doing here could be considered extortion. Heck, there’s even a positive review on the first page of your link that you seem to have intentionally ignored because it doesn’t fit your narrative. https://www.bbb.org/us/ma/needham-hgts/profile/video-game-dealers/standing-stone-games-llc-0021-188406/customer-reviews#0
The reality here is people don’t know you and can’t verify on their own if you’re telling the truth about your interactions with SSG. So it’s not very smart or helpful to anyone here for you to post a link like that instead of telling/showing us the details of your problem.
If you’re not going to be forthright, and only toxic, then your posts are only serving to be disruptive to the Steam community so far as I can see.
I’ve never had this issue myself.
It sounds like there’s something going on with either your e-mail or security that is blocking the password reset e-mail from reaching you. That might be something you have to troubleshoot on your own.
That’s a long time to wait though! You’re very patient. There might be another way SSG can reset your password.
If the ticket was closed, you can reopen it or start a new one. Because it’s been so long though, I’d recommend also posting on the official forums and sending a message to Cordovan the community manager there.
Boy did the SSG defenders come out in full force today? Lol. It would be pointless to waste time with this kind of people, so I just blocked them and move on, they don't like when someone tells the truth, like I did. I wonder if these guys work for SSG lol to defend "my preciousssss" that hard! Cringe.
People like them are literally the reason why gaming industry is going through such a steep decline. They give excuses for bad commercial practices, they have no quality standards at all, they see companies abusing us and still excuse them. Why would companies make better games if these people are happy to pay a lot of money for bad quality products?
The amount of weak excuses they give for every bad aspect of SSG is neverending.
I played Neverwinter for years, its support system is managed by Arc. I sent Arc support many tickets and they always replied quickly, usually the day after I sent the ticket. At least they never ignore costumers, like DDO do. Some of Arc's replies were ok, not bad, not great, not the resolution I wished for but at least they replied something. While other replies to my Arc tickets disappointed me, I didn't agree with that particular Arc employee. So, after a while, I started to think Arc support is really bad. I still think that.
Fast forward now, in DDO, based on my experience and the feedback from many more costumers, I can safely conclude SSG support is even worse than Arc. SSG is simply the worst support I have ever seen. Non existing. SSG's attitudes prove they are incompetent, lazy and lack respect for their costumers. These are facts, the truth.
Saying their team now might be smaller than before is no excuse, I've worked in this area, so I know it's possible to do much better, they simply don't care. It's also a fact all the ignored tickets are a problem, as so many complains prove. If SSG really don't want to deal with tickets, they should terminate this system at once, stop disrespecting the costumers like this. "Ticket" means something a costumer sends to receive a reply and a resolution. At least they should change the tickets to something that clearly doesn't give costumers the false hope of getting a reply, call the form a feedback or message, put a note explaining no answer will be given. It's that simple. But you know what will happen, nothing, because they don't care, which shows a lot about them and it's not good.
No wonder DDO's population is so low, it's SSG's fault, for many reasons, for starters, they divide the player base with their greed, new players don't have the packs right away to play with veteran players and in game, there are greedy, intrusive, desperate "buy me" red exclamation points all over the place.
Were you ever able to play DDO in the past from that computer and from that same location?
Have you checked that you’re following the requirements for passwords? There’ve been some other threads on this recently. I don’t remember all the requirements, basically just no funny business like special characters.
Have you checked your modem/router settings to make sure DDO isn’t blocked in it?
Are you in a country which might block it? Or do you think it’s a location DDO might have blocked such as an Internet cafe?
If not, have you tried contacting your ISP to see if they’ve blocked DDO?
If you’re having trouble finding these things out, do you have a friend who you trust who might be able to help you make an account from their location? If you’re a new player, this might be the quickest solution regardless.
9 months ago I was able to login with no issues and then 6 months later my account is no longer accessible. Resetting the password on SSG site did not worked. The emails were never reaching me (spam folder checked too). First I thought that the account got hacked but other feedbacks on Steam showed me that SSG did actively blocked lifetime members from their accounts. I dunno if this happened only to longer time inactive accounts or if all lifetime members got locked.
If I’m understanding you correctly so far, you’re saying that you cannot login to any of the following: DDO game, DDO forums, SSG website. Correct me if I’m wrong.
Let’s get some other basics out too just in case you forgot. You’re probably already aware, but the SSG website: https://help.standingstonegames.com/hc/en-us
It maintains separate accounts than the game itself. So being auto-locked out of the SSG website due to inactivity wouldn’t lock you out of your game account. Your game account is probably the same as your forum login for DDO.com
The SSG site does auto-lockout inactive SSG website accounts after a pretty short period of time. I don’t remember how long, but it’s a few months or less.
It then requires you to make a new password for the SSG account. This fact would make it very unlikely that your SSG website account was hacked. Being auto-locked out of the SSG website also wouldn’t prevent you from receiving email from them.
None of what I’ve said so far would prevent your DDO game account from being hacked. They recently decided to reset DDO game account passwords after they are innactive for more than 2 years, so that shouldn’t affect you, based on what you’ve indicated so far. Unless of course your game account was indeed hacked, or otherwise found to be causing a problem. Here is the post:
https://www.ddo.com/forums/showthread.php/524279-Password-Reset-For-Dormant-Accounts
Other than that...
They have deleted characters, and even guilds due to cheating. These were very serious offenders though. Cheating to the extent that, they were trying to get many others to cheat too so that they wouldn’t get in trouble and it was ruining the game for others. I’ve never heard of them deleting or permanently blocking an account for cheating though.
The only reason I can say for sure they’d permanently delete/block an account is if it was used for gold spamming, or something like that; in other words the purpose of the account was never to play the game.
If none of this is helpful to you, I’d need more information. But I’m not sure what to ask atm that I haven’t already. As other suggestions to put you in contact with support, you could possibly try on Facebook, or Twitter which are in Cordovans forum post which I linked above.
Or you could even try on Discord. I can’t link it atm but you should be able to find a link on the DDO.com forums or by searching online.