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Yldrania

If Premtime Doesn't Arrive

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Hey everybody,


 


Based on an issue I have encountered yesterday, I would like to give a quick guide on what to do if you encounter the rare case of your purchased premium character time not being added to your account. At first, that is obviously a shock because you bought premium time with money or silver, and are worried you might not get it. I can assure you, staying calm and not worrying is the best course of action because you will receive response and support with the matter almost instantly. 


 


The first thing is to ensure payment has actually been made. If you have paid with PayPal, just like I did, you should get a payment confirmation mail. Never delete those emails before receiving your purchased items! 


 


The next thing is, as difficult as it is, to wait. If three hours after the transaction you haven't received your premtime, you have waited long enough to take further action. If you feel uncomfortable at that point with taking action all by yourself, type /support and choose Payment Issues as category and a CM should respond with helpful advise soon. 


 


What you need to ensure is that, if you have multiple characters, you confirm that you haven't accidentally added the premtime to another one of your characters. 


 


Log into the store again, and check what it sais regarding how long you still have premtime. Compare it with the /playtime result in your game. If both is still the old premtime without the new one added, you haven't received it. 


 


Now, don't despair, you will get your purchased items soon enough :). The next step is to send an email to payment@wurmonline.com including as many details as possible. Included should be which package you purchased, and which payment method you used, as well as your character name. If there are any other important details related to the issue, add that as well. The more relevant details you add, the better the responding people can support you. 


 


I have had this issue yesterday, as I said, and I have received amazingly quick help and had the issue solved within a couple of hours after sending the final email. So as worrisome as it is to not receive your goodies, you can rest assured that you will receive help. 


Edited by Yldrania
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