Standing Stone Games Customer Service

[SSG_Alkaid]

UPDATE: Click here for our new support portal!

Hey all!

Firstly, welcome to the next chapter of Lord of the Rings Online! If you have yet to read the official announcement, please read that first. We also have a general FAQ set up to answer any overall questions you may have about the new studio.

My name is Michelle, aka Alkaid, and I will be taking over as the Manager of Customer Service for Standing Stone Games. With that, I wanted to briefly address how Customer Service will operate going forward.

For now, you can still use support.turbine.com to submit any inquiries, although this website will change in the coming weeks. We’ll announce when that happens, and explain more about contacting us. Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

As always, thank you for your patience, loyalty, and understanding. I look forward to seeing you in-game!

--

Update Feb 07, 2017: New Support Site!

Hey all!

I am happy to announce that our new Help page is now live, and you can contact Customer Support by visiting help.standingstonegames.com.

Be sure to check out this article to get yourself familiar with the new site, how to get in touch with CS, and let us know what you think!

[themadhatter]

Submitting a ticket in-game remains unchanged, and in-game GMs are ready to address the same concerns they've dealt with previously.

You will notice some new names along with the names of familiar GMs while we train up new agents. Please bear with us as we get everything squared away during this phase, and we will do our best to keep delayed response times to a minimum. My goal is to increase live service hours after the transition so that we can provide the best Customer Service possible.

I spent hours and hours of waiting on NO response to a ticket regarding a MAJOR issue last night - rubber banding, getting stuck "zoning" into areas, etc. - and I know for a fact I was not the only person experiencing this.

Something like this - affecting so many players - should be addressed far sooner than the next day. Better customer service is not rocket science. I work in support for a software company, it's actually pretty simple.

I hope your statement above is sincere and look forward to seeing improvements.

[SaintFrancis]

Hi,

I would like to play LOTRO again on my old account and have sent three tickets over the past 2 weeks regarding this but have had no response (after the automated response).
The last two tickets are #24001-793718 and#24001-792698.

I have my credit card ready to pay VIP subscription again and buy the latest expansion but it seems no one can be bothered to answer my tickets

Please, if anyone is out there....!

[angrydwarf68]

Hi my account got hacked last Wednesday 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.

[Palentian]

Sorry. I"m attempted to contact any kind of support prior to this. Including a PM to CS_Alkaid. I need some kind of confirmation that 2 VIPs have been successfully cancelled. How can I get that?

[basilues]

I to have troubles with your market place. I have been patient with turbine support but they claimed your having STEAM issues. I have confirmed that in game market place is working.
I strongly suggest you figure out how to get phone support, standing stones to actually be supportive, or turn it back to turbine.

If I cancel everything in the last month and you complain to me you have been warned. My CC will be happy to put all charges in dispute!

Communication is really a useful tool, try it.

WB Games Customer Support: #24001-794953
WB Games Customer Support: #24001-794877

look them up.

To anyone thinking of this game until this is address I would suggest look elsewhere.

Things have definitely changed!

[Lonathair]

It has been more than 2 weeks since I put money into my Steam wallet to purchase a year of VIP.

The money still sits there (as I purchased VIP via credit card) and I hope to be able to spend it by buying points to spend in store.

I continuously get the following error:

2002: Sorry, this payment method is currently unavailable. Please try again later or select a different payment method

I don't want my money to go to waste, sitting in my Steam wallet, unable to be touched.

Is there any kind of estimated time frame where the Steam wallet will be a viable payment option again?
Should I just spend my money on something else in Steam (as I'm not going to issue a charge back to pull the money out of my wallet because of some disconnect)?

Please advise.

[Cordovan]

It has been more than 2 weeks since I put money into my Steam wallet to purchase a year of VIP.

The money still sits there (as I purchased VIP via credit card) and I hope to be able to spend it by buying points to spend in store.

I continuously get the following error:

2002: Sorry, this payment method is currently unavailable. Please try again later or select a different payment method

I don't want my money to go to waste, sitting in my Steam wallet, unable to be touched.

Is there any kind of estimated time frame where the Steam wallet will be a viable payment option again?
Should I just spend my money on something else in Steam (as I'm not going to issue a charge back to pull the money out of my wallet because of some disconnect)?

Please advise.

This is an issue we are actively working to resolve. We'll announce as soon as Steam payments are once again possible. It looks like this has to do with behind-the-scenes shifting of various accounts and such from WB to Daybreak as a publisher and Turbine to Standing Stone Games as a developer.

[Lonathair]

This is an issue we are actively working to resolve. We'll announce as soon as Steam payments are once again possible. It looks like this has to do with behind-the-scenes shifting of various accounts and such from WB to Daybreak as a publisher and Turbine to Standing Stone Games as a developer.

Thank you for the response. Hope it all goes smoothly.

[Enokradv]

I posted a message here on the 24th somehow it s not here, well i will post again

On 1/2 I noticed during the yule festival I was missing my Permanent Rotten Fruit and Frost Petal items. I believe this may have occurred during the Server migration and i was not on regularly as i am now.

I have submitted an in game ticket and the next morning the ticket was closed and the response was We recommend that you take a moment to submit a formal bug report at this url: "http://lotrobugs.turbine.com/ to aid in the research of this issue.

I Submit ticket on 1/16 ticket # Bug #24027-128573 on 1/16. I get the usual auto response "Thank you for submitting a bug report. Your bug has been sent to our Quality Assurance team to be reviewed." after some time i get concerned i got forgotten about so i reply to the ticket and i get "Your request could not be processed because the ticket is in the status Closed.To submit this as a new issue, please visit our support portal.Your message. I am very pissed off at this point


I submit yet another ticket since i don't know why the previous one was closed Ticket # Bug #24027-128827 was created and i have yet to hear from anyone i em posted my email in the ticket and attached a screenshot on both tickets i mentions outside of the game. i would like to be able to get the items again even if i have to use Festival tokens. There is currently no way to re buy the permanent item back and i have done the deed so cannot undo that unless it could be made possible to reset the deeds responsible for acquiring those items and can get them back next yule event.

For this issue i have created a special email to send any details about this is not in any way for regular email and has never been given out until now -->> sometingwong@carolina.rr.com

[darkstorm690]

I had an old ddo account and have been trying to get a subscription to lotro. Looked to the threads to do this and one suggested to by one of the expansions. I have but still cannot log into launcher because it says no lotro subscription. Any help?

[AccessDenied]

I had an old ddo account and have been trying to get a subscription to lotro. Looked to the threads to do this and one suggested to by one of the expansions. I have but still cannot log into launcher because it says no lotro subscription. Any help?

As far as I know your DDO account does not provide you with access to Lotro. I could be mistaken, but as far as I know each game requires you to create a separate account.
Buying an expansion outside of the game (ie, Steam or Lotro Market) provides you with a serial key code - but not a game account. These keys are then applied in-game to activate them (more later if that is your circumstance).

If you have not already done so, you might just want to create a normal F2P game account. You will need an email address and a fairly long and secure password. Speaking of which, something that I ran across years ago and don't know if it's been fixed: Your password must:

• be 8-16 Characters long, max
• only contain a-z, A-Z, 0-9, and
• only contain these symbols: ()[]!$%&+;:-/"^#@

If you type anything else in the password field Lotro will accept it - but when you try to log-in to the game, it will give you an error message about a wrong account or password. In other words Lotro does not verify that a password is valid when submitted. It allows you to submit an invalid password and will readily accept it. It only reports a problem when you go to log-in and play the game.

If you have an invalid password all you have to do is go to the MyAccount.Turbine.com page (or it's equivalent, if it still exists) and change your password again and make sure that it complies with my listing above.

[THELORDPAGEBOB]

Recently I have tried to come back to the game and log into my long time lifetime membership accounts. One of which I can not remember the pass for and don't have access to the email associated with it anymore. With the turn over of the game to a new company, should I be expecting extra long reply times on the ticket I submitted. I have received the auto reply, but nothing at all after that. If anyone has any experience with the support since the change of companies I would like to hear about it.

[Leon-47]

Subject: name changes
Description: ?ear right holders.
I'm sending this letter because I feel that my rights are violated!
About three years ago I created a character in the game LOTRO. According to the world lor and my love for roleplaying, I chose the name "Boroughmir"
The main parameter in the selection was my features of the role.
In The Code of Conduct(https://www.lotro.com/en/content/lord-rings-online-co..), namely the part LOTRO Character Naming Policy I found such words "The following are examples of character names and guild names that are NOT appropriate for The Lord of the Rings Online and is also applied to kinship and organization names. Some names that do not fall within one of the examples below may still be inappropriate. The Lord of the Rings Online Support has final say over what constitutes a violation of the character naming policy. Sexually explicit, defamatory, obscene, racially or ethnically offensive names."
After "Boroughmir" name analysis we can see no "NOT appropriate" naming. If someone thought that name "Boroughmir" is close to the name Boromir, I advice to check the fonetical transcription [b??ro?mir] for Boroughmir and [b??romir] for Boromir.
In relation to the concept, referred in The Code of Conduct "Sexually explicit, defamatory, obscene, racially or ethnically offensive names" it in either their understanding does not carry a similar nature.
But, in spite of the instructions in the violation of human rights, an indication in Universal Declaration of Human Rights and my rights of a citizen of Ukraine and Russia, protected by the constitution and European Convention on Human Rights.
Violation of my gameplay generally produces negative consequences. For a long period of time, I bought the game add-ons for comfortable gameplay. Several times I bought VIP. The game gives me the opportunity to relax. In this regard, I ask you to return, my last name or give the opportunity to change it to another because the new name is humiliating.

Yours faithfully, D. Cherkasov.

[Macroscian]

Subject: name changes
Description: ?ear right holders.
I'm sending this letter because I feel that my rights are violated!
About three years ago I created a character in the game LOTRO. According to the world lor and my love for roleplaying, I chose the name "Boroughmir"
The main parameter in the selection was my features of the role.
In The Code of Conduct(https://www.lotro.com/en/content/lord-rings-online-co..), namely the part LOTRO Character Naming Policy I found such words "The following are examples of character names and guild names that are NOT appropriate for The Lord of the Rings Online and is also applied to kinship and organization names. Some names that do not fall within one of the examples below may still be inappropriate. The Lord of the Rings Online Support has final say over what constitutes a violation of the character naming policy. Sexually explicit, defamatory, obscene, racially or ethnically offensive names."
After "Boroughmir" name analysis we can see no "NOT appropriate" naming. If someone thought that name "Boroughmir" is close to the name Boromir, I advice to check the fonetical transcription [b??ro?mir] for Boroughmir and [b??romir] for Boromir.
In relation to the concept, referred in The Code of Conduct "Sexually explicit, defamatory, obscene, racially or ethnically offensive names" it in either their understanding does not carry a similar nature.
But, in spite of the instructions in the violation of human rights, an indication in Universal Declaration of Human Rights and my rights of a citizen of Ukraine and Russia, protected by the constitution and European Convention on Human Rights.
Violation of my gameplay generally produces negative consequences. For a long period of time, I bought the game add-ons for comfortable gameplay. Several times I bought VIP. The game gives me the opportunity to relax. In this regard, I ask you to return, my last name or give the opportunity to change it to another because the new name is humiliating.

Yours faithfully, D. Cherkasov.

Heyas! There is an appeal option in the ticket system. Or...there used to be. The page appears to be down.

Anyways.

On any server (meaning not just roleplaying), naming your character same as an NPC will mean you run the risk of getting your character renamed.
If you try to create a character with the name Boromir, it will not be available. If you try to bypass the name filter with Legolaas or OfrodoO, that is still not OK. Off the top of my head I can only remember xgandalf of Brandywine server getting renamed but there are many more that I've seen here on forums over the years. If you play on or moved to a role-playing server, the chance of someone getting annoyed enough to report your name increases a lot.

I've seen or heard of examples where someone with a bad name (covered by everything you mention, including brands (i e coolaid is really not ok for a minstrel) got away with a bad name for many years, simply because 1) they didn't chat a lot in global and 2) they were generally nice to others or they were otherwise popular. Then BLAM after several years their name gets reported as inappropriate.
Why? Because the game is not policed by GMs. The staff does not hang in chat trying to spot perps. It's the fellow gamers who get annoyed and sometimes to the point of reporting.
What the GM does is check if it seems reasonable (i e is it just another misspelled clumsy name filter dodge like Frodoo or not) and then they take some action. They can opt to leave things as is, they can give the reporting player a warning for harassment or they can rename the character.

The only time I've seen a gamer get temp banned in the game directly by a GM and by the choice of the GM was during an event when a +name was asking something and a gamer shot off a stream of bad abuse in a few sentences. He was gone a few days after that (or if his account was unable to use chat).

You can always pop a ticket to GM in the game (hit F7) to appeal the name change or if your character was given a very random new name you can suggest alternative names that you would be more comfortable with. Asking is free.

However, your rights were not violated.

EDIT And here is a post about the new support site, in a timely fashion!

https://help.standingstonegames.com/hc/en-us

[jh25737]

I have submitted two tickets now for unable to queue error which I believe is due to my account being suspended. I stopped playing this game some time ago and while I was not playing my account was accessed and suspended. Now, I wan't to recover it and no response. Standing Stone Games, I realize you are working to transfer to a new system but don't say 1-3 business days for a response time and take over a week and a half.

[Macroscian]

I have submitted two tickets now for unable to queue error which I believe is due to my account being suspended. I stopped playing this game some time ago and while I was not playing my account was accessed and suspended. Now, I wan't to recover it and no response. Standing Stone Games, I realize you are working to transfer to a new system but don't say 1-3 business days for a response time and take over a week and a half.

https://help.standingstonegames.com/hc/en-us is a start and it was added just today, it's possible some tickets may have slipped away in transition. Alternatively, if you're the same author as last week talking about someone else using/abusing the account, maybe it was deemed to still be a fair suspension? Last I saw anyone mention them, the date was set to 2047 or something, to define permanent.

[jh25737]

https://help.standingstonegames.com/hc/en-us is a start and it was added just today, it's possible some tickets may have slipped away in transition. Alternatively, if you're the same author as last week talking about someone else using/abusing the account, maybe it was deemed to still be a fair suspension? Last I saw anyone mention them, the date was set to 2047 or something, to define permanent.

Thanks, I'm not the same person. I'll try that link you posted.

[-Vilyar]

The old support Site dosnt work now, its closed!

What happens withe the old Requests?

Is there a new support Team?

[Macroscian]

The old support Site dosnt work now, its closed!

What happens withe the old Requests?

Is there a new support Team?

Hello, new link popped up from the same staff member as this thread yesterday:
https://help.standingstonegames.com/hc/en-us

[Leon-47]

Heyas! There is an appeal option in the ticket system. Or...there used to be. The page appears to be down.

Anyways.

On any server (meaning not just roleplaying), naming your character same as an NPC will mean you run the risk of getting your character renamed.
If you try to create a character with the name Boromir, it will not be available. If you try to bypass the name filter with Legolaas or OfrodoO, that is still not OK. Off the top of my head I can only remember xgandalf of Brandywine server getting renamed but there are many more that I've seen here on forums over the years. If you play on or moved to a role-playing server, the chance of someone getting annoyed enough to report your name increases a lot.

I've seen or heard of examples where someone with a bad name (covered by everything you mention, including brands (i e coolaid is really not ok for a minstrel) got away with a bad name for many years, simply because 1) they didn't chat a lot in global and 2) they were generally nice to others or they were otherwise popular. Then BLAM after several years their name gets reported as inappropriate.
Why? Because the game is not policed by GMs. The staff does not hang in chat trying to spot perps. It's the fellow gamers who get annoyed and sometimes to the point of reporting.
What the GM does is check if it seems reasonable (i e is it just another misspelled clumsy name filter dodge like Frodoo or not) and then they take some action. They can opt to leave things as is, they can give the reporting player a warning for harassment or they can rename the character.

The only time I've seen a gamer get temp banned in the game directly by a GM and by the choice of the GM was during an event when a +name was asking something and a gamer shot off a stream of bad abuse in a few sentences. He was gone a few days after that (or if his account was unable to use chat).

You can always pop a ticket to GM in the game (hit F7) to appeal the name change or if your character was given a very random new name you can suggest alternative names that you would be more comfortable with. Asking is free.

However, your rights were not violated.

EDIT And here is a post about the new support site, in a timely fashion!

https://help.standingstonegames.com/hc/en-us

Actualy This name was with me for almost 3 years, I was chating all the time and writint to GMs also, that's why I think that this name changing was unfair. Icould understant if it was done 2 or 2,5 years ago, but not now. New name is offencive for me. and all my ingame tickets just geting closed and I don't know if anybody do anything with my problem.
I don't understand why I should buy add-ons or VIP if my rights were violated after almost 3 years of active playing with buying all add-ons and purchasing vip several times

[Silarae]

The website address you suggested for help does not exist. All I get is an error. I have tried to contact customer service, but have found no way I can do this. I replied to a support email I received to try to get help, but no one has ever answered me.
I received an email saying that if I did not log in to my account by a certain date, my VIP account subscription would not be continued, and I would not be charged for my subscription. I did not log in to my account, but I was charged for my subscription anyway, and I would like to be reimbursed. How can I get this taken care of?

[Macroscian]

The website address you suggested for help does not exist. All I get is an error. I have tried to contact customer service, but have found no way I can do this. I replied to a support email I received to try to get help, but no one has ever answered me.
I received an email saying that if I did not log in to my account by a certain date, my VIP account subscription would not be continued, and I would not be charged for my subscription. I did not log in to my account, but I was charged for my subscription anyway, and I would like to be reimbursed. How can I get this taken care of?

Hi, new link should be this, according to a more recent post:

Hello, new link popped up from the same staff member as this thread yesterday:
https://help.standingstonegames.com/hc/en-us

In the Turbine system used to be a separate drop-down option to reach a department dubbed Billing, perhaps this is still there?

[gurkfisk]

How long is the average waiting time for tickets? I've been waiting for 2 days.
I'm alright with that, just want to know, so i roughly know :P

[Macroscian]

How long is the average waiting time for tickets? I've been waiting for 2 days.
I'm alright with that, just want to know, so i roughly know :P

For a straight-up ticket about in-game stuff but via the new standing stones ticket system I had a response in about 8 hours, for stuff like billing, transfer issues etc no idea yet, sorry!

Perhaps you're able to share the general cut and thrust of the ticket you sent?