Standing Stone Games Customer Service

Hi,

I can't login since tuesday 25th on neither the game or the forums (i'm using an old account to post this). Opened a ticket (#18530) on wednesday but no answer so far. When i try to log into the game it says wrong user or password, if i try to log in https://www.lotro.com/en/auth/login or https://myaccount.turbine.com/index.php it gives an error "Sorry! We couldn't authenticate your login information. Please try again."

I have a VIP account so all these days that i can't play and paid for are lost and no one in support gave an answer. I even tried to send a message to twitter lotro account but no answer.

I tried several times to reset my password and in theory it works but the same error pops up.

I suppose that customer service doesn't work on weekends so that means that i won't have an answer at least until monday and i find that a very bad way to treat a paying customer. I was going to buy mordor exp but that won't happen if this issue doesn't get resolved soon...

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Originally Posted by Yula_the_Mighty

They will get back to you about your ticket. Unless response times have improved dramatically you going to have to wait some more. I believe their email wait time are in the one week+ time frame. They are very slow.

It is not just standing stone games that has extremely slow response times. When I put in tickets to Bioware's customer service (EA Games) for Swtor Swtor it took almost two weeks to get a response.

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Yula:

SWTOR support is fantastic. Never put a ticket in using the ticket system. I commonly call their tech support on their toll-free telephone number and get a customer service person who can help me with my problems within 2-4 minutes. I have never NOT been impressed with their tech support and strongly recommend other MMO's do the same.

Here is the info on how to contact SWTOR customer support and their hours:

"Contact our team by calling the numbers listed below:
USA: 1-(855)-345-2186 (Support available from 9.00 CT - 21.00 CT)
UK: +44 (0)203 0141 826 (Support available from 15.00 GMT - 3.00 GMT)
France: +33 (0) 4 81 68 10 51 (Support available from 11.00 CET - 20.00 CET)
Germany: + 49 (0)221 8282 9212 (Support available from 11.00 CET - 20.00 CET)

Hope this helps.

Klaarond of Arkenstone

I purchased the Mordor Pack and haven't heard back yet.

Plus that link to support is broken


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The page you were looking for doesn't exist.

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Hi my account got hacked 6/8-2017 and I reported it as soon as I noticed that two of my characters had been transferred to other worlds with all my in game stuff from all my alts. Apart from a reply with a ticket number, I've heard nothing back and I have chased three times. I would like to get my alts back onto Evernight but the lovely person who hacked my account spent all my Lotro points as well.
Any help would be greatly appreciated in getting my alts and my gold, and in game possessions back. Thanks.
I just bought Mordor, and 4 days later I was hacked.
Havnt hear from support for 3 weeeks..

Arrigson

To whom it may concern,

Hello. I went through most of the forum but couldn't find a post with my particular query.

I have been playing on and off since 2008, but the last three years, I haven't had a computer til now.

Because of such, I no longer have access to the email account that I first signed up with. Nor do I actually remember which one it was.

I do, however, know that it is active, as I remember my old account name (I will not divulge it here) and asked to send a forgotten password reset email.

The thing is, I don't remember my password for my old LotRO account.

I guess I'm asking if there is any way I can get the email address changed to my currently active one for my old account please? Or at least try to find out what the old email address actually is, so I can have an idea where the 'forgotten password' email was sent?

I had been a long time VIP on that account, and now a current VIP for this account. If that matters at all.

Thank you,
Mai.

In reply to your very sweet greeting....All I have to say is, since the 'changeover' to Standing Stones Games, your Customer Service is either non-existence or at the least, terrible.
In two days I have had to make THREE TICKETS for the same issue, with absolutely NO Response.
I transferred an alt off of one server yesterday to my main server, and your TRANSFER WIZARD messed up! It has a BUG. I forgot to 'abandon' my house, and with a house linked to the alt, none of the Shared Storage or House Escrow transferred. It is a shame that after THREE TIMES of making a ticket with absolutely NO Response just to say: 'We received your ticket." I will confess I MISS THE OLD Customer Service- where there were actually LIVE people to talk to. Eric (whoever he is) especially, was one of the nicest guys--and always handled things RIGHT! But now,, nothing. nada, zip. And I am out 2495 LPoints for a Botched Character Transfer!




"Games might change, but sometimes not for the better!" Have a nice day!

I purchased the expansion and paid for collectors to get high elf but its still locked

Looks like they can't, won't or they just don't care about players like Turbine support did.

They marked my request three times as solved and they did nothing, spent my time in this game for last 9 years, have all expansions except Mordor and they even can't send some mail or msg that they're working on solution...

I've lost all because som douchebag breached into my account, i gave them exact date when breach occured and that is not enough to do something.

Far worst support service i have encountered so far ...

My wife was playing lotro and chatting in in game chat with one of her kinnies when her screen went black and a message appeared that her account was suspended and that an email was sent explaining the reason why. She has checked her email and there was no email sent explaining why her account was suspended. She doesn't chat in World Chat that much only to help other players when they ask a question. The only thing I have seen her do is report gold spammers which I don't believe it is against TOS. She has sent tickets to support about this issue and has not received any response. My wife and I both believe her account was suspended wrongfully or by mistake and that it is unfair to her that it is taking so long for a response on her tickets and no explanation on the reason her account was suspended in the first place. her ticket numbers are 28189 28183 and 28203. I am posting for my wife since she is unable to access her account or post in the forum. All she is asking for is some explanation to why her account has been suspended and if it was wrongfully suspended like she believes it was for the issue to be fixed ASAP. I am surprised an account can be suspended in a second and to get a response as to the reason why or even if it was a mistake to be fixed takes over 8 hours.

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Originally Posted by JellyShotz

My wife was playing lotro and chatting in in game chat with one of her kinnies when her screen went black and a message appeared that her account was suspended and that an email was sent explaining the reason why. She has checked her email and there was no email sent explaining why her account was suspended. She doesn't chat in World Chat that much only to help other players when they ask a question. The only thing I have seen her do is report gold spammers which I don't believe it is against TOS. She has sent tickets to support about this issue and has not received any response. My wife and I both believe her account was suspended wrongfully or by mistake and that it is unfair to her that it is taking so long for a response on her tickets and no explanation on the reason her account was suspended in the first place. her ticket numbers are 28189 28183 and 28203. I am posting for my wife since she is unable to access her account or post in the forum. All she is asking for is some explanation to why her account has been suspended and if it was wrongfully suspended like she believes it was for the issue to be fixed ASAP. I am surprised an account can be suspended in a second and to get a response as to the reason why or even if it was a mistake to be fixed takes over 8 hours.

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The same thing happened to me last Saturday, I was on the phone and didn't notice the message right away and the window closed right as I started reading it so I wasn't 100% sure if I read the part correctly about the email being sent but I also didn't get an email explaining anything nor have I gotten a response to the ticket I opened last Saturday (#27919) From what I have read it seems that you should be able to access the account management website even if your account is suspended to see the status but I'm not able to. Not having a support # to call makes this even more frustrating, I had to create a new account to post this. I sent a PM to the lady who started this thread and hopefully will get some response and get this sorted. I had been out of town for a few weeks and this happened shortly after I logged on once I got back so I really want to play it.

Is there even a support team? I don't think anyone is handling any of the tickets at https://help.standingstonegames.com

There are plenty of forum posts stating the same thing. People have filed tickets and haven't gone responses in days up to several weeks. Lots of folks are just left hanging with no response from SSG support. I myself have filed a ticket and now it's going on to day 3 with absolutely no response from the support team. It also doesn't help that none of the ingame GM's can assist with anything outside of the scope of the game. I got a reply literally within the hour using ingame support. Filing a ticket at https://help.standingstonegames.com it's now been 3 days. You guys really need to restructure or at least get someone working on those tickets. You are dropping the ball here on customer support. Especially for PAYING customers.

My ticketID is 30318

Once again, please see whom is doing the tickets at the new site. Because obviously someone is not getting around to checking them.

Customer support is in an appalling state right now. Last weekend I spent way too much time trying to get my issue any attention...renewal of my yearly subscription. The one and only email I got from support was that it was my problem and to call my credit card company. Ofc...in the ticket I submitted I outlined my problem and the steps I had taken WITH my credit card company and yet they told me to contact my credit card company. I have replied 3 times to that email which is suppose to be updating the ticket...and a week later...still no response.

I have since taken the very same credit card they are having a problem processing and used it to subscribe to a different MMO.

Good luck. SSG has a very serious problem with the support system right now.

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Originally Posted by Lordthebruce

Customer support is in an appalling state right now. Last weekend I spent way too much time trying to get my issue any attention...renewal of my yearly subscription. The one and only email I got from support was that it was my problem and to call my credit card company. Ofc...in the ticket I submitted I outlined my problem and the steps I had taken WITH my credit card company and yet they told me to contact my credit card company. I have replied 3 times to that email which is suppose to be updating the ticket...and a week later...still no response.

I have since taken the very same credit card they are having a problem processing and used it to subscribe to a different MMO.

Good luck. SSG has a very serious problem with the support system right now.

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At least you got a response. It's been a week for me now and I haven't gotten a single response to any of my messages on my ticket. I've tried PM the Devs here, tickets both in game and out of game and I've tried reaching out via email. No go.... not sure what is going on with their customer support. But this is just silly at this point.

Like title says it all... This is pathetic that I have to wait sssoooo long to receive one ticket the game is a rip off with out of date graphics lag spikes and yeah as I said no customer support!:mad:

I was hacked I'm waiting for an answer for a long time and I'm wondering whether you will be able to restore it

Its dissapointing and annoying how Standing Stone say all us a "#### you", when you have a problem... specially one about hacking accounts.....
The last friday, I received an email saying that one of my characters was migrated from Laurelin to Gwahir (I hope you, yes, YOU, ####ing German thief, burn and I wish you the worst of the dead) I didnt authorized the transfer, and now my character is on a server I dont want to, with those ####ing German thieves... and my gold was stolen from all my characters, using my turbine points to transfer...
I sent a ticket on friday and i didnt received any answer yet.
I have been playing 10 years to this game, 10 ####ing years!, and I am terribly dissapointed about the lack of interest in the playerbase. It is the second time I have been stolen gold, although this 1st time it was like 7 years ago, but you didnt do anything, and I had to start again, and this time, not only my gold and other items are stolen from all my vaults and character, that my character have been transfered without my authorization, and using my turbine points to that..., and as I say, I didnt received any answer neither solution.... Very dissapointing... except you want all the Vips leave the game and you can close it forever, I dont know...

My ticket is 42330

I'm going on two weeks to have ticket number 45704 looked at, and no one seems to be doing much of anything. You'd think the paying players would get a higher support priority, or at least would be able to get support.

Hello, I need some clarification here. I haven't played LotRO or DDO in years so I was surprised to find an email in my inbox this evening saying a purchase had been made on my account. The purchase was for 1xVeteran Status: Level 5 and it says it was made with 100 Lotro points. I immediately changed the account password and upon logging in I see two accounts associated with my login and both show they have premium status.

Now I don't believe the account was hacked because if it was, they probably would have immediately changed the email address and it wasn't changed. My question then is how did this happen? Is this some kind of promo you are running to try to get former players to return? If it is, you probably should have given a heads up first before sending out emails of purchase confirmations as that threw red flags up immediately for me. My other question is if this wasn't a promo, what the hell is going on here? I can't find a way to submit a support ticket so I'm hoping I can get an answer here.

Thanks in advance.

Dear Customer Service,

after 1,5 years I tried to log in in my old account but it was not possible.
So I created this account to ask here in the forum.
The old account´s name was something like Ninute03.
But I can not log in and if I ask for the password or the account`s name I can not receive an email.
I have an character Celbor. He is lvl 87 and in Edoras. And nobody was online since I have been there the last time.
So the account wasn't hacked.
I hope you can help me.

Sincerely

Feanor003

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Originally Posted by Feanor003

Dear Customer Service,

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Probably best to go here - https://help.standingstonegames.com/hc/en-us - and put in a help request to Account Support. Or click on Submit a Bug up at the top of this page and use the drop-down to change the request to account help.

There isn't actually a support team at all is there? Sure doesn't seem like it considering no one ever responds to tickets... Welcome to the end of the game.

Quote:

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Originally Posted by Feanor003

Dear Customer Service,

after 1,5 years I tried to log in in my old account but it was not possible.
So I created this account to ask here in the forum.
The old account´s name was something like Ninute03.
But I can not log in and if I ask for the password or the account`s name I can not receive an email.
I have an character Celbor. He is lvl 87 and in Edoras. And nobody was online since I have been there the last time.
So the account wasn't hacked.
I hope you can help me.

Sincerely

Feanor003

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Get in touch with Account Support here: https://help.standingstonegames.com/...s/requests/new

I could put up with the out of date graphics and laggy servers because I love lotro. But for 2 days I have not been able to log on to my server due to being stuck at "Cleaning up old connection". I have made a ticket only to discover there is no customer support. Already cancelled subscription. I'm annoyed because I didn't want to have to find another game to play but I if I cannot log in then I have no choice. Thanks a million Standing Stone Games for wasting all my time spent. Coming on here and reading the comments has cemented my suspicions. RIP LOTRO :(

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Originally Posted by Cordovan

Get in touch with Account Support here: https://help.standingstonegames.com/...s/requests/new

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Your canned response isn't helping one bit, Cordovan. You're supposed to be the Community Manager, why are you not acknowledging anyone's issues here? If you were to read half the posts in this thread you'd notice we all know how where this site is to create tickets. Maybe you need to give your staff the link to the site as well?

nm .