PCT and PCNC Issue - General Information

#0 - Oct. 30, 2008, 12:16 a.m.

New day, new thread. As always, additional updates will be provided when they are available.

Update, 10/28 4:55pm PDT: At this time we have been informed that a significant number of the pending transfers have been canceled in order to address an issue that we were encountering. As such, it is very possible that many of you should find that your issues have been resolved.

I am going to ask that you please take this time to retest your characters, and see if they are accessible in-game. At 6:00PT I will be unlocking the following thread: (http://forums.worldofwarcraft.com/thread.html?topicId=12065187839&sid=1) and asking that anyone who is still experiencing any issues to please post their information in the same fashion that we were previously requesting. Any posts outside of this format, or off topic will be edited or deleted. The format that I need is as such:

Again, anyone not using the above format will find their post deleted, for your sake as well as ours, please keep to that format.

Thank you guys.

Update, 10/28 2:00pm PDT: Transfers or name changes which were initiated prior to 10/22, but were not approved (ones which did not reach the finalization step), should now be canceled. Those which were approved and which are presently pending finalization at this time are being addressed manually at this time.

Update, 10/28 1:15pm PDT: Please do not post your specific information herein. This is not appropriate thread. As noted previously, all such data needs to be included here:

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

Should you have already created a post within the cited thread, please do not re-post your information; duplicate posts only slow down the collection process.

Thanks. :)

Update, 10/28 1:00pm PDT: We continue to address individual cases of pending or locked requests at this time. As this is an incredibly tedious process, resolution may not be immediately available for every individual affected. Please know, however, that this matter remains a priority and that we've staff working around the clock to assist with every affected transaction.

With that said, newly queued transfers are still processing appropriately at this time. Should you possess the ability to cancel or start your transfer anew, you are welcome to do so.

We are presently investigating issues affecting the Paid Character Transfer and Paid Character Name Change services. This thread will serve as a centralized topic wherein updates will be provided.

In effort to keep dialogue as streamlined as possible, off-topic or inappropriate posts will deleted.

Thank you!

Reythur

#1 - Oct. 30, 2008, 12:16 a.m.

Previous updates:

Update, 10/27 1:50pm PDT — At this time, we've been informed that many characters previously locked as a result of an unprocessed Paid Character Transfer or Name Change queued between 10/20 and 10/22 are now unlocked on the source realm. In the event that you find your character locked, please know that we are still working to resolve the remaining issues.

We're still on the lookout for more information; we'll be sure to pass it along as soon as it becomes available.

Update, 10/26 1:50pm PDT — In addition to the steps given at 2:12pm PDT yesterday, we are requesting that our players follow the steps found on the following support article:

http://us.blizzard.com/support/article.xml?articleId=21226

While following these steps have helped resolve a number of issues, I'm afraid that this process may not work for all players currently experiencing transfer issues. Given that this has proved successful for some of our players, we encourage you to give it a shot.

Update, 10/25 2:55pm PDT — This is more of a "non-update," but still relevant. Our Technicians and DBAs continue to address reported issues at this time. With this, we are aware that many players are still unable to view their pending requests within the Transactions screen. Please note that this information may appear and disappear as work continues.

Update, 10/25 2:12pm PDT — If you are experiencing difficulties accessing the Transactions page for either service, please try clearing your Cache and cookies and trying again.

You may also wish to try another browser entirely. We've received reports that different browsers are providing differing levels of success for many players.

This has proved, at times, to reveal "missing" characters within the page, as well.

Update, 10/25 1:30pm PDT — In effort to resolve pending or missing requests, you may witness your characters' status change within the Transaction page. Though we are continuing to address all known issues at this time—"missing" transactions, locked characters, pending transfers or name changes, and payment finalization—should you regain the ability the cancel your request, you are welcome to do so.

Those of you who still cannot access your transfer or name change status within the Transactions page, please remain patient. If you wish to have your request to remain in queue, please do not log into your target character, as this may interfere with the actual process.

Reythur

#2 - Oct. 30, 2008, 12:17 a.m.

Due to the number of changes that have been made, and the characters that this issue is still affecting, if you have not already, post the your information within the following thread—and ONLY the following thread—in below-noted and using the following format:

http://forums.worldofwarcraft.com/thread.html?topicId=11829574361&sid=1

This applies, as well, for account-to-account transfers.

Reythur

#140 - Oct. 30, 2008, 1:40 a.m.

Hey all —

Not a major update, per se, but we do feel that it is important.

We've addressed a good number of those issues that have been reported to us via the appropriate thread.

Please be aware that due to the way information has been gathered, sorted and analyzed it may not be addressed by who posted first, second, last... etc. They're getting done as quickly as possible; this does mean that we should certainly start seeing characters becoming unlocked and playable.

We will certainly let everyone know when we've corrected each and every issue that's been reported to us, so please make sure to only post in the information gathering thread a singular time.

Thanks! =)

Reythur

#150 - Oct. 30, 2008, 1:44 a.m.

Q u o t e:

PCT or PCNC?

I get the feeling PCNC gets thrown under the bus =(

Both.

You're not forgotten.

Reythur

#273 - Oct. 30, 2008, 3:57 a.m.

Q u o t e:
I think it's about time for a blue post? yeah.....

While I certainly understand the want for a "blue" post, there really isn't much more that I have to say at this point without repeating myself; however, I'd be happy to do a quick recap of the last few days.

I'm currently awaiting an update regarding the most recent activity; but, we'll only receive an update — that is more along the lines of what you guys are looking for in an update — when a significant portion of issues have been addressed from the last update that we received.

With that said, I can assure you that we are working as quickly as possible to resolve each and every issue; please be aware that due to the sensitivity of A) the transfer information and B) your Billing information they do need to look into each issue before just trying to resolve it.

The most recent information gathering thread is currently at 927 posts, and as such it's going to take a bit for our staff to get through all of them. It is also possible that information is being filtered in through various other places if it so happens to be provided to us via another method. That means that the posts which are made aren't necessarily the only issues that are being reported to our staff.

As I mentioned in previous posts, we've established that we've addressed a good portion of the issues that have been reported thus far. Also of note, the initial information gathering post reached over approximately 2,000 posts before it was locked so that we could see who was still experiencing an issue after the first (first after that post was made) resolution was conducted.

If we take that into account, approximately half (or more likely 2/3rds) of the issues initially experienced were resolved at that point. As such, we are making progress, and we certainly do apologize that it has taken as long as it has to resolve this issue completely. There are a significant number of things which go into a PCT, PCNC, or FCM behind the scenes and we have to handle each situation delicately at this point.

Again, you have our sincerest apologies that the issue has not been resolved as of yet and that we do not have an ETA at this point. We'll do our best to provide you with an ETA when it is possible.

Reythur

#412 - Oct. 30, 2008, 6:49 a.m.

Q u o t e:
if there is even a small chance they could have this solved later tonight could you just let us know? please?

We still do not have an ETA on a resolution for everyone; our staff is continually addressing each issue that was reported and periodically providing us with information regarding what they've done so far.

It is regrettably unlikely that each and every last character will be resolved tonight as there are quite a large number of them. We will continue to work towards a total resolution, but it's going to take time to get to all of them. =/

Reythur

#414 - Oct. 30, 2008, 6:52 a.m.

Q u o t e:
fool proof indeed.
might wanna look at changing that. >.>

"Fool proof" doesn't mean that things can't go wrong, just that anyone can use it. ^_^

Reythur

#419 - Oct. 30, 2008, 7 a.m.

Q u o t e:
Do you know if there will be some for of compensation for missing out on the events of this Halloween and Kara Boss?

While I'm unable to make any promises, guarantees, decisions, or recommendations regarding whether or not we will be providing any compensation for this issue, such a thing is a possibility.

As has been mentioned before, any form of compensation will be provided after the issue is resolved so that we can determine the entire duration of such an issue.

Until that point, concrete information regarding compensation will likely be unavailable.

As always, if you feel that it is something that should be done, please feel free to post on our Suggestions forum.

http://forums.worldofwarcraft.com/board.html?sid=1&forumId=11122

Reythur

#1022 - Oct. 31, 2008, 4:37 a.m.

Hey all —

My apologies for my lack of posts here this evening; I've been doing a lot of information gathering and looking into possibly getting confirmation from those we've been informed have had their issues addressed. This is taking a significant portion of my time, and any time spent here is time I am unable to spend addressing the over all issue on our end. As such, I hope that you understand that just because we haven't posted here means that we're not focusing on your issue. =)

I really do not think that any form of confirmation will occur via the forums due to the number of issues that we do have being reported. We'll let you know as things progress where to look.

For now, I'd recommend periodically attempting to log in to the character rather than looking at the PCT/PCNC pages. After you're able to log into the character again, please feel free to check the PCT/PCNC page and see if there is anything strange. We may request this information at a later point in time.

Reythur

#1024 - Oct. 31, 2008, 4:40 a.m.

Q u o t e:
<You don't need to repost it so many times; I read it.>

While I understand that there are those that wish to assist our techs with these issues; I can guarantee that the situation is a bit more complicated than many believe.

I can assure you that our techs know what they are doing, it just happens to be a complicated process that experienced complicated issues.

Reythur

#1032 - Oct. 31, 2008, 5:08 a.m.

Q u o t e:
Is this problem on your radar as well?

Yes.

Syndri

#1580 - Nov. 1, 2008, 3:17 p.m.

New post!
http://forums.worldofwarcraft.com/thread.html?topicId=12065152182&sid=1