Common Problems
- You cannot log in until the character update process you recently initiated is complete
- This character is locked out due to a billing issue
If your character is locked, it is most likely connected to a payment issue. Please check the status of your payment on your Order History page and consult below based on the status.
Queued, Pending, or Processing
Your payment is in progress and the character will be locked from play until it is complete. If your order is stuck in this status for more than 24 hours, contact us for assistance.
Failed OR Declined
Your payment did not complete and you will need to start a new service.
You will not be charged for incomplete orders. Your financial institution might hold the funds for a while, even after an order is canceled or fails, but they should release them shortly.
If you can't cancel your paid service, contact us for assistance.
Charged Back
Your bank returned the funds. You may have received an email notification. Please visit the Chargeback Repayment Options article.
Shipped or Complete
Payment was successful and your character should be ready to play.
- If you can't see the character in your selection screen check our Character Missing After Paid Service article.
- If you can see your character in your selection screen, but the character is unplayable, please contact us.