Standing Stone Games Customer Service

[Macroscian]

4th day and still waiting. Haha support service is a joke I think

That is terrible and two of those days were weekdays. Were you able to provide all details, old passwords or the email you use for the account and so on? I've not had any similar trouble with any account since the new organization and so have no experience with it. In the old version support I was able to recover an account despite loss of that email based on some fine detail about the account.

[Dragonfly233]

That is terrible and two of those days were weekdays. Were you able to provide all details, old passwords or the email you use for the account and so on? I've not had any similar trouble with any account since the new organization and so have no experience with it. In the old version support I was able to recover an account despite loss of that email based on some fine detail about the account.

I sent the ticket with information about account but they are not answering. I tried to contact via twitter, facebook and private messages but they dont care. I was hopefull about future of the game after Turbine but they dont even care about support.

[Nilwarp]

Not got a single word from support yet.

Same question: how long does it take to get an answer at least?

[PsychoSpud]

I am one of many caught up in the PayPal mess. Funds for VIP status went through on March 16. I received a free 7 day VIP on March 20 to keep me going. It ran out 2 weeks ago. Last email reply came March 29; haven't heard anything in 11 days now.
I realize that this a difficult problem to fix but the -least- they could do is keep up with the 7 day freebies. Please SSG, hire a handfull of temps to clear up the backlog!

[Quras]

I used to be a VIP and have since moved to Premium.

Just downloaded the game again after a year or so of adsense to get back into it. Other than a different server now, all my characters were there.

I can log in and do anything - FOR ABOUT 5 MINS.

At roughly that point, my character stops being able to move from one spot. He will rubberband back to one spot no matter what I do.
I can still pull mobs, fight, kill them, use all skill and do anything I want except move from that one spot without being pulled back.

I can even jump, get on a horse and try to run. Snaps back to that spot every time.

My sons plays on a second computer that does not do this. I have the newest graphics drivers as well as a fresh install of the game. It used to run perfectly on some of the highest settings to the point I got multiple toons to 50+ level back then.

So far I cannot figure out what would cause this.

Thanks for any help.

[SBrightblade]

Submitted a ticket for game code problem 4 days ago and still nothing. WTH!!



update 12 days now and still no response on account issue. Is thier a telephone # we can call?

here my issue....bought SoA entered code got VIP char portrait, removed gold cap, unlocked 75 bag space, got a few quick travel spots but didnt get 30 days game time. I also have a MoM and Mithril edition sitting here. Was wanting some resolution before I used them

[Yula_the_Mighty]

Submitted a ticket for game code problem 4 days ago and still nothing. WTH!!

Yeah they are slow. Give them at least a calendar week.

[Nanoos]

Hello,

first off all, I hope I post my question in the right thread.


So i have a simple question about the Vip status. I beleive that I read somewhere that you get a (14-day?) Vip status if you purchase something with real money in the Lotro shop. However I am not sure and if i try to google it up, the only possibility i find to get the Vip status is to buy a gtc(game time card).

So my question is: it is true that you get a time-limitied Vip status for purchasing something via Money (not TP) in the Lotro shop. And if so how long do u get the Vip status.


Have a nice day,

Nanoos

[Vilan]

You get permanent premium status (not VIP) if you buy anything with money in the store. The only way to get VIP is to buy VIP.

[Nanoos]

Thank you very much.
In this case the info was false or I missunderstood it.

Wish you all a nice evening,

Nanoos

[Bultafan]

reading all the posts here makes me think i'll never get a reply resolving my issue where my account says "free" insted of premium, as i have made payments when this game came out. but this 10th anniversary will be long gone when i get (if ever) a reply.

Hope my ticket ID 9376 will be resolved soon enuff so im able to get my rewards and pay some vip. Otherwise i see no reason to return.

[Skarrjn]

Your customer service is HIGHLY questionable. I have three open tickets, the oldest being 11 days old with NO response. Can I get some assistance please?

[crushemall]

You can not call it "service" when it takes days and even weeks to resolve issues that require 5 minutes of a GM's time.

Perhaps changing the title of this thread to Standing Stone Games Indifference or incompetence would be more accurate?

[Thornton]

Oh boy, it looks like this is going to take some time. Glad I didn't upgrade to VIP from premium. I've learned my lesson on subscribing to games before I update them. I wonder if anyone else has come across my issue as shown in my screen shot.

[NellBladewalker]

How do I open a ticket outside of the game? I can't log in, keeps saying "cleaning up old connection" and it's been like that for over an hour??? Thank you!

[Dinara]

How do I open a ticket outside of the game? I can't log in, keeps saying "cleaning up old connection" and it's been like that for over an hour??? Thank you!

If you are on Arkenstone, they are restarting the servers at 1:45 which is one minute ago.

[RoseBeauty]

Hello I need help I do not know if I can post here but put a ticket for assistance at https://help.standingstonegames.com/hc/en-us sometime last week waited for a email to my email also I remember I didn't sign in do to it would not let me sign in with any of my Lotro account information so have no idea how to sign in. My original problem is I lost some things in game which I was trying to sell one item to a vendor and ended up selling everything. I was only able to retrieve some of the things but a lot of the stuff in my bags was gone and was hoping if Lotro could be able to retrieve my items. I don't remember the date do to I thought a ticket had gone through since it said it took the information at the website listed above but to this date I have not received any information that they got a ticket or the information. I am not sure if this is Customer Support or not anyone can help. thank you.


RoseBeauty
Iamwaytruthlife@yahoo.com
Elvnwyn
Crickhollow

[Shivlog]

I recently started playing LOTRO again after not playing for some time. I kept the account running as a VIP knowing when I could I would return. I noticed that I was not getting VIP benefits and submitted a ticket. The response from an in game GM was that my VIP status expired and I was lowered to premium service. My question is seeing I am not sure what I am currently paying what is the difference between VIP and Premium from a $ standpoint. Seems from what I remember my last bill was still the same as when I was VIP in the past. I have submitted a couple of tickets to get a response via email so I can try to figure this out but have not gotten a response. Please advise

[lotroismayife]

Hello dear Standing Stone Games Team and Lotro players. I need a help from a customer service.

I've been playing lotro for nearly 6 years and i havent broken a single rule in my playtime. But yesterday i experienced some problems with my account. Yesterday i created a ticket about it and it's been nearly 20 hours but i didn't get any help so far. I couldn't log to my account this happened after i used this specific code. I obtain this code from giveaway so it's not a illegal (i hope) i tried to tell to a customer service if the code is broken or fake pls remove it from my account or i can pay the code's expense to gain my lotro account again. Don't know if i got banned or hacked. Please help me. I was playing this game nearly six years and i am really sad about the whats happening since the yesterday. How could i know to loss my account with a single code?

Ticket id: 14991 Pls help me SSG team.

[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.

[banuzar]

I am a lifetime VIP LOTRO subscriber. Where are my characters?

[Nosdracir]

I am a lifetime VIP LOTRO subscriber. Where are my characters?

Still on your old server. A bunch of servers were closed and all characters on them are frozen. You can transfer these characters to a remaining server for FREE, although you cannot transfer from EU type to NA type, and vice versa.

To transfer, just run the launcher as usual, but when you get to the panel that has the "Play" button, press the "Transfer" button below it. You'll get a new panel for transferring. Go to the server selection screen, hover over your old server, and you'll get a pop-up listing all the character names.

Here's more info in the wiki: https://lotro-wiki.com/index.php/Cha...ransfer_Wizard

Good luck!

[Legorfin]

What is this in myaccount page? What happened to the Founder state? Are you ending Lotro in 2037? Also my third account is Pending Cancellation???? I did nothing to get this on my account! Who put that there? And still no report on my expansion pack making its way onto my First account. Last time it went on my second account and I had to call Turbine to change it back to my first account. I want to cut this off at the pass but I don't hear anything on it. My two accounts are still stuck together and the the Second account it still on top!!!!!!!!! Meaning it will get the update first. I am seriously thinking of forgetting Lotro altogether but I spent 2x 138 on packs so I guess I will have to stay. Also I put one pack on my third account (you know the one that has that pending cancellation that I did nothing to get)

[Kargalas]

Currently, I'm not impressed with the quality of customer support. It has now been a week since my customer support ticket was sent in on the following. I've received no response, no confirmation, and no status updates, which has me disappointed and frustrated. I'm sorry, but a support ticket should not take this long to get an initial response to. Is anyone even getting any of this? I'm here in the hopes that someone will finally reach out to me:

I just started playing LOTRO again after about 6 years of inactivity. I had a few characters on my old account (I think 4). They were all deleted, so I had to make an all new character. Can you please tell me why they were all deleted? I'm assuming it's because the account was transferred to Standing Stone, and I must not have given Turbine access to transfer my characters in time. Is this right? Here's the bigger issue: I bought Shadows of Angmar when it was getting popular and also bought the Mines of Moria expansion; this included quests, instances, raids, etc. I know the policy now is that if an account goes from VIP to Premium (which mine is classified as now), the quests in every region past the Lone-Lands get taken away (North Downs through Eregion). HOWEVER, I already paid for EVERYTHING in both the base game and Mines of Moria when I paid for ALL OF IT back in the late 2000's. It looks like the Mines of Moria quests I still have access to (I'm not there yet though to confirm); it makes NO SENSE that I lost all quest packs from the North Downs through Eregion, and that I have to re-buy them with LOTRO points. That would be forcing me to pay for the same content twice. Can someone please explain this to me? Again just to clarify, I DO NOT want a VIP account as of right now, and so my plan normally would just be to buy all these missing quests with the Eriador big quest pack in the LOTRO store. However, I already did this back in the late 2000's when I bought the game and expansion at a video game store; in other words, I was playing this game BEFORE it was free to play, paid full price for everything in the base game, and should still have access to everything in the base game, including ALL of the quest packs, instances, raids, etc, along with EVERYTHING from the Mines of Moria expansion, which I also purchased, if it is not included as well. From what I can see on my account details, it looks like everything from Mines of Moria is there, including quests, instances, raids, etc, but again, not everything from Shadows of Angmar; the quest packs, instances, raids, etc are missing and should be there.

There's this too: According to a statement from Turbine, any previously VIP members who dropped down to a Premium account would retain the following benefits of a VIP on a per character basis:

•Swift Travel
• All trait slots and class bonus skills unlocked
• 5 Inventory bags including any additional +5 Inventory slots purchased.
• No maximum Gold limit

My account was VIP status and dropped to Premium many years ago, but I am noticing something very strange. As mentioned before, my previous 4 characters were deleted by Turbine or Standing Stone; they are no longer there at all. So I created a new one. The new one is missing the above bullets. You may be thinking that this makes sense because retaining the benefits above is on a per character basis and I made my new one after VIP status had ended. However, the strange thing is that the new character does have access to one of these- the 5 inventory bags. This tells me that Turbine or Standing Stone DID HONOR the fact that 4 of my characters got deleted, who were VIP but dropped down to premium, by giving me 4 character slots with the retainer benefits listed above. The issue is, not all of these benefits were retained; I would like all of them, seeing as how that was the intent. It does not make sense that I retained 5 inventory bags and nothing else. Since 4 of my old characters were deleted after going VIP to Premium (I had made them when I was VIP), and since one of my new characters actually has 5 inventory bags (which tells me Turbine or Standing Stone was attempting to honor the retainer benefits in 4 new character slots), please give me 4 character slots, including the one already made (you can reach out to me for character names), with ALL of the benefits retained from going VIP to Premium. Currently I have 5 inventory bags retained for one slot. I need Swift Travel, all trait slots and class bonus skills unlocked, 5 inventory bags, and no maximum gold limit on 4 character slots.

By normal standards, I would guess that my account has some pretty big issues. I would appreciate a response, or even just an initial conversation, to address the issues surrounding my account, which I have had on LOTRO for over 8 years. I've only received silence so far, and even just a confirmation that this message was received would be a welcome change. Please respond.

[Athrod]

Hello,
I've sent an e-mail 2 days ago to contact@standingstonesgames.co m as that was said in the e-mail if I findd any problems with my order.

I've bought Mordor and have been charged extra VAT even though Cordova said on a stream 2 weeks back that this shouldn't happen anymore. I'd at least welcome an e-mail back that my email actually got read else I'll ask you for a full refund as I have a right to do.

Best regards,
Athrod