Is there any support team ? After upgrade support pack purchase my account has been locked!

[𝑀𝒶𝑒𝓈𝓉𝓇𝑜]

Yes, I had supporter pack for EA access and I decided to upgare it to “King of the Faridun Supporter Pack” and now my Path of exile account is locked! It’s been 48 hours I did send an a email to support but still I cant get in my account and it is still locked, I signed and logged in via Steam to Path of Exile I dont even know my POE Account name.. So, where is the support team which is ironically I decided to support with higher pack ?

[𝑀𝒶𝑒𝓈𝓉𝓇𝑜]

Originally posted by Tony Snark:

By 'upgrade' do you mean refunded and bought the other one?

Yes, I refunded the basic one for to get higher one. I can understand may in game credits or something like that caused a problem but c’mon its been 48 hours.

[Salmon Snake]

Originally posted by 𝑀𝒶𝑒𝓈𝓉𝓇𝑜:

Originally posted by Tony Snark:

By 'upgrade' do you mean refunded and bought the other one?

Yes, I refunded the basic one for to get higher one. I can understand may in game credits or something like that caused a problem but c’mon its been 48 hours.

Yes and did you think about that there are thousands upon thousands of other people doing support tickets too. On top of all the other things they have to handle right now.

[𝑀𝒶𝑒𝓈𝓉𝓇𝑜]

Originally posted by Salmon Snake:

Originally posted by 𝑀𝒶𝑒𝓈𝓉𝓇𝑜:

Yes, I refunded the basic one for to get higher one. I can understand may in game credits or something like that caused a problem but c’mon its been 48 hours.

Yes and did you think about that there are thousands upon thousands of other people doing support tickets too. On top of all the other things they have to handle right now.

Thats why I waited 48 hours to write my problem here. Did you ever needed a support for anything and anywhere and you could not get a respond within 48 hours?

[𝑀𝒶𝑒𝓈𝓉𝓇𝑜]

Originally posted by Tony Snark:

Originally posted by 𝑀𝒶𝑒𝓈𝓉𝓇𝑜:

Yes, I refunded the basic one for to get higher one. I can understand may in game credits or something like that caused a problem but c’mon its been 48 hours.

To get to your account go to the poe2 website and click "SIGN IN" at the top. Then log in with steam. This should let you see your account info so you can give it to support if necessary.

idk if you contacted steam or GGG 48 hours ago. Contact [e-mail] about this matter if you didn't. When you contact them give them whatever transaction info from both purchases you have and maybe explain what you were trying to do.

Support team are about as busy as they've ever been. At non-busy times I usually hear back within 5-10 minutes.

Thank you, the problem is I cant “sign in” on path of exile web site when I try to sign in its says “your account is locked” and I already try to contact and send an a email to “[e-mail]” about my situation (48 hours ago). Again than you for trying to help 👍

[fknflo]

Originally posted by 𝑀𝒶𝑒𝓈𝓉𝓇𝑜:

Originally posted by Tony Snark:

By 'upgrade' do you mean refunded and bought the other one?

Yes, I refunded the basic one for to get higher one. I can understand may in game credits or something like that caused a problem but c’mon its been 48 hours.

GGG has some amazing customer support, but the team isnt big enough to quickly get through the onslaught of early access players. Rest assured they will get to you.

[Snootch]

Your first mistake was thinking GGG Support actually comes here. You need to go to their main website and put in a ticket and be patient.

[𝑀𝒶𝑒𝓈𝓉𝓇𝑜]

Originally posted by fknflo:

Originally posted by 𝑀𝒶𝑒𝓈𝓉𝓇𝑜:

Yes, I refunded the basic one for to get higher one. I can understand may in game credits or something like that caused a problem but c’mon its been 48 hours.

GGG has some amazing customer support, but the team isnt big enough to quickly get through the onslaught of early access players. Rest assured they will get to you.

Hope so, it is really hard to believe for me to "amazing customer support" part but I hope so :) All I have is waiting for response . Thank you 🤟

[𝑀𝒶𝑒𝓈𝓉𝓇𝑜]

Originally posted by Snootch:

Your first mistake was thinking GGG Support actually comes here. You need to go to their main website and put in a ticket and be patient.

I did as I said I already send an a email to contact and I already open a subject on help forum etc. I was thinking 48h will be define the "patient" part but looks like it is not. Hey thank you anyway 👍

[Violet Evergarden]

I think they might be checking your account info with Steam, so it'll take a few days before they can give you an answer. I just contacted GGG support a few days ago about general questions and got a response in an hour.

[Tagger]

Dont know how it's done here on Steam, but core supporter packs are upgraded. So if you buy the lowest one, that price gets discounted on the higher packs.
You only pay the difference (at least on their website), when going to higher tier packs.

So if it works similar here to how it works on their website; you kinda messed up when you refunded the basic pack - unless you waited until the refunded of the basic pack was 100% completed and sorted out.
If it works like on their website; you bought a higher pack at a discounted price, because you had the basic one - then refunded the basic pack, which then effectively cheats them out of money (because of the discount from having the basic pack) - hence the account getting locked.

Again; that's if it's done like on GGG's website - and I honestly don't know if that's the case. But if that is the case; then that might explain the account getting locked.

[𝑀𝒶𝑒𝓈𝓉𝓇𝑜]

Originally posted by Violet Evergarden:

I think they might be checking your account info with Steam, so it'll take a few days before they can give you an answer. I just contacted GGG support a few days ago about general questions and got a response in an hour.

Thats it all I want to hear something like that from support team via email or their website or even here. Thank you

[𝑀𝒶𝑒𝓈𝓉𝓇𝑜]

Originally posted by Tagger:

Dont know how it's done here on Steam, but core supporter packs are upgraded. So if you buy the lowest one, that price gets discounted on the higher packs.
You only pay the difference (at least on their website), when going to higher tier packs.

So if it works similar here to how it works on their website; you kinda messed up when you refunded the basic pack - unless you waited until the refunded of the basic pack was 100% completed and sorted out.
If it works like on their website; you bought a higher pack at a discounted price, because you had the basic one - then refunded the basic pack, which then effectively cheats them out of money (because of the discount from having the basic pack) - hence the account getting locked.

Again; that's if it's done like on GGG's website - and I honestly don't know if that's the case. But if that is the case; then that might explain the account getting locked.

Hi Tagger, I guess I know what exactly cause that account lock thing. First I bought cheaper support pack from steam with 300 point (in game currency) so I just wanna experience POE 1 (I’ve never played POE before I just buy POE2 after seeing vibes) so I just started to play POE1 and some of my friends told me if I buy stash tabs this tabs will be carryover to POE2 and I did, I spend 265 points to stash tabs which is came from POE2 early pack. After playing around 20 hours I really liked the game and I told my self this guys definitely deserves support so I check Steam for upgrade pack from one to another but there is no option for that and I asked refund basic pack and after completing refund I bought King of the Faridun which is only one biggest pack in Steam. So I really forgot the points I already spend, I guess that refund basic pack which is I already spend points of this pack caused the account lock. If I remember that or think that I was not trying to refund it and I could just buy another biggest one. Anyway its already happened, hope it will not a big deal to fix and hope they can fix it in couple days. Thank you btw.

[Tikigod]

Originally posted by 𝑀𝒶𝑒𝓈𝓉𝓇𝑜:

Originally posted by Tony Snark:

By 'upgrade' do you mean refunded and bought the other one?

Yes, I refunded the basic one for to get higher one. I can understand may in game credits or something like that caused a problem but c’mon its been 48 hours.

That's not really the right way to do it.

GGG have actually designed the packs to be upgradable so you can initially buy the lower tier supporter packs and then later upgrade your tier to a higher and get all supporter pack content from your new higher tier as well as any supporter pack tiers below it.

But instead what you decided to do, was buy the PoE 2 early access product that included in-game currency that can be spent right now. Then reversed the purchase, which likely triggered a anti-fraud catch GGG have in place to stop people using Steam to buy $30 PoE 2 packs to get in-game currency and spending it and then using Steams refund policy to reverse the PoE 2 Early Access purchase charge and get their money back.

In the future, it would be better to actually look into how companies have things set up and what options might be available to you to do things properly, rather than just coming up with your own solutions which involve behaviour that borders on actual fraud.


GGG do have a amazing support team, but at the same time they are likely being bombarded right now by everyone and their grandmother spamming support going "DO I HAVE EARLY ACCESS OR NOT?!?!?! WHERE ON ACCOUNT I SEE?!?!?!? OMG! HOW DO I PRE-DOWNLOAD AS I KNOW I SHOULD HAVE ACCESS!!!!"

So the typical 24-48 turn around is likely going to be extended by quite a bit, especially come Friday when people start all slamming support with "WHY I NO LOGIN?!?"

[Tagger]

Originally posted by 𝑀𝒶𝑒𝓈𝓉𝓇𝑜:

Originally posted by Tagger:

Dont know how it's done here on Steam, but core supporter packs are upgraded. So if you buy the lowest one, that price gets discounted on the higher packs.
You only pay the difference (at least on their website), when going to higher tier packs.

So if it works similar here to how it works on their website; you kinda messed up when you refunded the basic pack - unless you waited until the refunded of the basic pack was 100% completed and sorted out.
If it works like on their website; you bought a higher pack at a discounted price, because you had the basic one - then refunded the basic pack, which then effectively cheats them out of money (because of the discount from having the basic pack) - hence the account getting locked.

Again; that's if it's done like on GGG's website - and I honestly don't know if that's the case. But if that is the case; then that might explain the account getting locked.

Hi Tagger, I guess I know what exactly cause that account lock thing. First I bought cheaper support pack from steam with 300 point (in game currency) so I just wanna experience POE 1 (I’ve never played POE before I just buy POE2 after seeing vibes) so I just started to play POE1 and some of my friends told me if I buy stash tabs this tabs will be carryover to POE2 and I did, I spend 265 points to stash tabs which is came from POE2 early pack. After playing around 20 hours I really liked the game and I told my self this guys definitely deserves support so I check Steam for upgrade pack from one to another but there is no option for that and I asked refund basic pack and after completing refund I bought King of the Faridun which is only one biggest pack in Steam. So I really forgot the points I already spend, I guess that refund basic pack which is I already spend points of this pack caused the account lock. If I remember that or think that I was not trying to refund it and I could just buy another biggest one. Anyway its already happened, hope it will not a big deal to fix and hope they can fix it in couple days. Thank you btw.

Ah yeah, that'll do it.
Spending some of the currency and then refunding the pack is a big "no no" (in any game).
Hope you get it sorted.
I've seen a few people on Reddit and the PoE forum, mention that they were able to get it sorted by paying the difference (essentially straight up buying points) after the support mentioned that as an option.

[𝑀𝒶𝑒𝓈𝓉𝓇𝑜]

Originally posted by Tikigod:

Originally posted by 𝑀𝒶𝑒𝓈𝓉𝓇𝑜:

Yes, I refunded the basic one for to get higher one. I can understand may in game credits or something like that caused a problem but c’mon its been 48 hours.

That's not really the right way to do it.

GGG have actually designed the packs to be upgradable so you can initially buy the lower tier supporter packs and then later upgrade your tier to a higher and get all supporter pack content from your new higher tier as well as any supporter pack tiers below it.

But instead what you decided to do, was buy the PoE 2 early access product that included in-game currency that can be spent right now. Then reversed the purchase, which likely triggered a anti-fraud catch GGG have in place to stop people using Steam to buy $30 PoE 2 packs to get in-game currency and spending it and then using Steams refund policy to reverse the PoE 2 Early Access purchase charge and get their money back.

In the future, it would be better to actually look into how companies have things set up and what options might be available to you to do things properly, rather than just coming up with your own solutions which involve behaviour that borders on actual fraud.


GGG do have a amazing support team, but at the same time they are likely being bombarded right now by everyone and their grandmother spamming support going "DO I HAVE EARLY ACCESS OR NOT?!?!?! WHERE ON ACCOUNT I SEE?!?!?!? OMG! HOW DO I PRE-DOWNLOAD AS I KNOW I SHOULD HAVE ACCESS!!!!"

So the typical 24-48 turn around is likely going to be extended by quite a bit, especially come Friday when people start all slamming support with "WHY I NO LOGIN?!?"

Yes you are definitely right, I couldn’t get upgrade as you mentioned cuz there was not a option on Steam but yes I could get another extra pack. Anyway all I have to do is wait, yhank you and as I told you are right at least I should ask on their web sites forum for how to do before take actions. 👍