Difference between revisions of "Billing FAQ"

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m (→‎Frequently Asked Questions)
(Updating some wording)
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{{showhide|Credit & Debit Cards|content =
 
{{showhide|Credit & Debit Cards|content =
 
[[File:Button_cc.png|right]]
 
[[File:Button_cc.png|right]]
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We accept '''VISA, MasterCard, American Express and Discover Card''' cards. Debit / ATM cards should work fine too. This is the preferred payment mechanism as it gives you instant access and keeps things simple for us and inexpensive for you.
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We accept the major credit cards VISA, MasterCard, American Express, and Discover, as well as debit cards, ATM cards, and prepaid credit cards. This is the quickest and least expensive way to purchase Crystal Energy!
  
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Prepaid cards from these credit companies may also be used. This is an option if you worry about the security of using a credit card online. That way you only risk the amount of that card.
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Credit card information can be saved to make future purchases more quickly.  
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Credit card information can be saved if you prefer, but you will be required to enter the security code for every purchase. This provides some security and helps avoid simple mistakes.
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;Is your Credit Card server secure?
 
;Is your Credit Card server secure?
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;What appears on my credit card statement?
 
;What appears on my credit card statement?
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Your credit card statement will show a billing for 'Spiral Knights' as well as our phone number.
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Your credit card statement will show a billing for "Spiral Knights" as well as our phone number.
 
}}
 
}}
  
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{{showhide|PaidByCash|content =
 
{{showhide|PaidByCash|content =
 
[[File:Button_paidbycash.png|right]]PaidByCash allows you to easily pay cash for an online purchase at one of more than 60,000 locations in the United States.   
 
[[File:Button_paidbycash.png|right]]PaidByCash allows you to easily pay cash for an online purchase at one of more than 60,000 locations in the United States.   
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Search [http://www.paidbycash.com/pbc/home.jsp?merchantId=95 PaidByCash.com] to find the location nearest you.
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Search [http://www.paidbycash.com/ PaidByCash.com] to find the location nearest you.
  
 
* Get a Payment Code from the PaidByCash website, then go pay cash at one of the locations.   
 
* Get a Payment Code from the PaidByCash website, then go pay cash at one of the locations.   
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{{showhide|Payment via Mail|content =
 
{{showhide|Payment via Mail|content =
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[[File:Button_mail.png|right]]If none of these payment options are available to you, or you simply prefer not to use them, you may send money directly to our office in San Francisco.
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[[File:Button_mail.png|right]]If none of these payment options are available to you, or you simply prefer not to use them, you may send a check or money order directly to our office in San Francisco.
  
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We process the payment the same day we receive it, except on weekends. Players often worry that this takes too long, but our experience is that it's shorter than most think. Also, if you plan to make a large payment consider insurance or a faster delivery option to ensure we receive your payment.
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We process payments Monday through Friday as soon as we receive them. Players often worry that this takes too long, but our experience is that it's shorter than most think. Also, if you plan to make a large payment you may want to consider insurance or a faster delivery option to ensure we receive your payment quickly.
  
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Be aware we only accept payments in US Dollars. You may need to get an International Money Order in US currency if you live outside the United States. We DO NOT recommend sending cash, since it poses a risk when cash is visible in an envelope.  We recommend a check or money order.
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Be aware we only accept payments in US Dollars. You may need to get an International Money Order in US currency if you live outside the United States. Please do NOT send cash, use a check or purchase a Money Order at a bank or post office.  
  
 
Along with the payment please add the following information:
 
Along with the payment please add the following information:
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* Your account name (not the knight name).
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* Your account name.
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* Your email address. We will send you a confirmation email when your payment is received.
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* Your knight name.  
 +
* Your email address; we will send you a confirmation email when your payment is received.
 
* Which Energy Package you would like to purchase.
 
* Which Energy Package you would like to purchase.
  
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To choose one of the first three options above, please visit your account's [https://billing.spiralknights.com/billing/shared/select_type.jspx?choice=coins Billing Page]. Make sure you're logged in to the correct account (shown in the upper right corner).
 
To choose one of the first three options above, please visit your account's [https://billing.spiralknights.com/billing/shared/select_type.jspx?choice=coins Billing Page]. Make sure you're logged in to the correct account (shown in the upper right corner).
  
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We are working on adding more payment options.
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We are always working on adding more payment options so check back often!
  
 
== Spending Limit ==
 
== Spending Limit ==
  
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Alas, due to issues with fraud and credit card abuse, we have a limit imposed on the total amount a player can spend without giving authorization to Three Rings. We apologize for the inconvenience this may cause for you.
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Alas, due to issues with fraud and credit card abuse, we have a limit imposed on the total amount a player can spend without giving authorization to Three Rings. We apologize for any inconvenience this may cause for you.
  
 
{{showhide|Show me more information on the Spending Limit|content =
 
{{showhide|Show me more information on the Spending Limit|content =
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Accounts start out with a spending limit of $100 for a 30 day period, not a calendar month, but the past 30 days. This limit will easily be enough for the vast majority of players, but some may wish to spend more for various reasons.
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Accounts start out with a spending limit of $100 for a 30 day period--not a calendar month, but the past 30 days. This limit will easily be enough for the vast majority of players, but some may wish to spend more for various reasons.
  
 
As you spend near this limit it will automatically go up to $200, $400 and $800 slowly over time.
 
As you spend near this limit it will automatically go up to $200, $400 and $800 slowly over time.
  
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Payments cover all your accounts, otherwise it would be too easy for someone wanting to abuse this to just making extra accounts to pay on. So, if you happen to have multiple accounts you spend on, perhaps for your family members, then you'll want to make payments on one main account and then raise the spending limit on this account as needed. Then you can trade the energy from this account to the other accounts.
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Should you wish to raise your Spiral Knights account's spending limit ahead of schedule, you may [https://www.spiralknights.com/support/#mail contact us] and we will review your account to see if this is possible. Please note that we are unable to raise the limit in some cases. In those cases, the spending limit will still rise normally over time while the account is in good standing.
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+
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Should you wish to raise this limit ahead of schedule, you may [https://www.spiralknights.com/support/#mail contact us] and we will review your account to see if this is possible. Please be aware that we, unfortunately, don't know all of our players personally, otherwise we would be much more comfortable raising this limit. So if your request to have the limit raised was denied, then this is not personal, it is merely basic precaution as mentioned to protect everyone involved.
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If your request to increase your spending limit is denied, you always have the option of sending us money via mail, since this does not count towards your spending limit.
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}}
 
}}
  
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{{showhide|Do I have to pay to play?|content =
 
{{showhide|Do I have to pay to play?|content =
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No, you can play for free for as long as you would like. You automatically get 100 Mist Energy every day that you can use. If you find that you would like to have more energy, then you can buy Crystal Energy.
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No, you can play for free! You are automatically granted 100 Mist Energy every day. If you want more energy, you can purchase Crystal Energy via the Energy Depot, which is where players buy and sell Energy for crowns, or you can buy Crystal Energy with real money as shown above.
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You can purchase Crystal Energy via the Energy Depot, which is where players buy and sell Energy for crowns, or you can buy Crystal Energy with real money as shown above.
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}}
 
}}
  
 
{{showhide|What is this about a 25% bonus?|content =
 
{{showhide|What is this about a 25% bonus?|content =
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Any money payments for Crystal Energy you make during the Preview Event will be added to your account again once we launch Spiral Knights including an extra 25% bonus!
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Any money payments for Crystal Energy you make during the Preview Event will be re-granted to your account again once we launch Spiral Knights, plus a 25% bonus!
 
}}
 
}}
  
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{{showhide|I live outside the US, how should I pay?|content =
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{{showhide|I live outside the US.  How can I buy Energy?|content =
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Your non-US credit or debit card should work fine if it is a VISA, MasterCard, American Express or Discover Card. Alternatively, use one of the other payment options listed above.
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Your non-US credit or debit card should work if it is a VISA, MasterCard, American Express or Discover Card. Alternatively, use one of the other payment options listed above.
  
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You will be responsible for converting your currency into US Dollars. With a credit card or PayPal transaction this will happen automatically. To get a check or money order in US Dollars, visit your bank, a post office, or local stores that may offer this service.
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With a credit card or PayPal transaction, currency conversion will happen automatically. For other payment methods, you are responsible for currency conversion. 
 +
 
 +
To get a check or money order in US Dollars, visit your bank, a post office, or local stores that may offer this service.
 
}}
 
}}
  
 
{{showhide|My credit card or PayPal account has been used for Spiral Knights without my authorization, what do I do?|content =
 
{{showhide|My credit card or PayPal account has been used for Spiral Knights without my authorization, what do I do?|content =
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First, you will want to secure your credit card or PayPal account from further abuse. Contact your credit card issuer for advice on how to do this. For PayPal, you will want to change your PayPal account password.  
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First, please secure your credit card or PayPal account from further abuse. Your credit card company will be able to instruct you on this. PayPal's account security page is [https://cms.paypal.com/us/cgi-bin/marketingweb?cmd=_render-content&content_ID=security/online_security_center here].
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+
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Once secured, we urge you to contact us before filing disputes, since we can often resolve this much faster than the credit card companies can do their paper work. And we're much more likely to provide you with information on who made the charges so you can avoid this in the future.
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In our experience the vast majority of unauthorized charges comes from family members, often kids in the household, or friends of the credit card holder.
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Once you know more please [https://www.spiralknights.com/support/#mail contact us] and we'll work with you to resolve this. Please provide the following information:
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We urge you to [https://www.spiralknights.com/support/#mail contact us] before filing a dispute, as we can often provide a resolution much faster than the credit card companies can. When you do so, please provide the following information:
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* Name, address and last 4 digits of the credit card charged. Or the email address of the PayPal account used without your authorization.
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* Name, address and last 6 digits of the credit card charged. Or the email address of the PayPal account used without your authorization.
 
* The dates and amounts of the charges you did not authorize.
 
* The dates and amounts of the charges you did not authorize.
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* List anyone you know who plays Spiral Knights, even if you don't believe they are responsible.
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* The account names of any other Spiral Knights accounts that are regularly, or have recently been, accessed from your household.
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* Any Spiral Knights accounts used from your household.
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}}
 
}}
  
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{{showhide|My credit card keeps being declined, can you help?|content =
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{{showhide|My credit card keeps being declined.  Can you help?|content =
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Unfortunately, the credit card companies maintain the controls on credit card transactions, making it impossible for us to address specific problems with a particular credit card.
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Unfortunately, any declined transaction issues must be taken up with credit card company; it is the credit card company that controls which transactions are declined, not us.
  
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Our experience is that problems arise most frequently from errors in the information you enter on the billing page. The address, zip code, and other user information must match what the credit card company has on file.  
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Our experience is that problems arise most frequently from errors in the information you enter on the billing page. The address, zip code, and other user information must exactly match the billing information your credit card company has on file.  
  
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Here's a few of the most common problems we've run into:  
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Here are a few of the most common problems we've run into:  
  
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* Exact spelling of card details. Credit Card companies are very strict about the exact spelling of information on a Credit Card. You should check your bank statements or contact them to see that you have the exact information. Moving house, for instance, may cause problems if you haven't updated your address with the bank.
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* Exact spelling of card details. Credit card companies are strict about the exact spelling of information on a credit card. You should check your bank statements or contact them to see that you have the exact information. Moving house, for instance, may cause problems if you haven't updated your address with the bank.
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* Gift cards need to be activated, either at the register when purchased, or via the phone/internet after being purchased. You'll want to double check if that is the case with your card.
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* Gift cards often must be activated prior to making purchases with them.  This is typically done either at the register when you buy the gift card, or via the phone/internet after being purchased.  
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* If you have any sort of non-English characters in the Credit Card information, you should check your bank statement to see if they have it shown differently. Try and use standard English characters in place of those non-English characters.
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* If you have any sort of non-English characters in the credit card information, check your bank statement to see if they have it shown differently. Try and use standard English characters in place of those non-English characters.
 
* There's always the chance that you're over a certain limit, check with your bank if that is the case.
 
* There's always the chance that you're over a certain limit, check with your bank if that is the case.
  
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If none of this works and you're not getting anywhere talking to the Bank or the Credit Card company then you can consider a PayPal payment using your credit card.  
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If none of this works and you're not getting anywhere talking to the bank or the credit card company then you might consider trying a PayPal payment using your credit card.  
 
}}
 
}}
  
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{{showhide|My credit card was declined, I didn't get the Energy, but I see charges on my card statement!|content =
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{{showhide|My credit card was declined.  I didn't get the Energy, but I see charges on my card statement!|content =
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Actually, your Credit Card has not been charged if it was declined. However, some banks (your bank, it has nothing to do with our bank or credit card processing procedures) place a hold on funds when an authorization is requested even though they have declined the charge. This apparently happens more often with ATM / Debit Cards. The funds are then released again after a few days, when the bank realizes that actually no charge was placed (which is unsurprising, as they denied it).
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Although it may appear that your card was charged, your credit card company has actually placed a temporary hold on your funds. Some banks (your bank, it has nothing to do with our bank or credit card processing procedures) place a hold on funds when an authorization is requested even though they have declined the charge. The hold typically lasts several days, and then the funds are released back to your account.  This apparently happens more often with ATM / Debit Cards. The funds are then released again after a few days, when the bank realizes that actually no charge was placed (which is unsurprising, as they denied it).
  
 
We are completely perplexed by this behavior, but according to our bank it is commonplace and there is absolutely nothing we can do to prevent it. Our apologies. If this happens to you we suggest you use another payment option listed above.
 
We are completely perplexed by this behavior, but according to our bank it is commonplace and there is absolutely nothing we can do to prevent it. Our apologies. If this happens to you we suggest you use another payment option listed above.
 
}}
 
}}
  
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{{showhide|I sent a payment via mail but haven't received the Energy yet? |content =
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{{showhide|I sent a payment via mail, but I haven't received the Energy yet. |content =
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We process the payment the same day we receive it, except on weekends. So it really depends on how fast the mail is delivered. Be aware weekends and holidays may delay delivery. We often receive many of these payments on Mondays, so if you think you have waited long enough for the payment to arrive, wait for the end of Monday before contacting us.  
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We process the mailed payments the same day we receive them, except on weekends. Weekends and holidays may delay the delivery of your payment to us. We often receive many of these payments on Monday afternoons.  
  
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If you believe it has taken far too long, the most likely reason at this point would be that we did receive your letter but it was missing information and we couldn't process the payment. If you included your email address, we will contact you requesting additional information.  Make sure to check for an email, including any junk or spam folders.  
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One reason for major delays in payment processing is missing information. If account information is missing from your payment and you included your email address, we will contact you requesting additional information.  Make sure to check for an email, including any junk or spam folders on your email account.  
  
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If there is no email message from us and you know there was missing information in that letter, then you may contact us via the [https://www.spiralknights.com/support/#mail support form] by selecting "Billing Inquiries" and providing the following information:
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If you have not received an email from us requesting more information and you are certain your mailed payment should have reached us by now, you may contact us via the [https://www.spiralknights.com/support/#mail support form] by selecting "Billing Inquiries" and providing the following information:
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* The amount of the payment sent.
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* The amount of the payment sent
 
* What sort of Payment (Check, Money Order etc.)
 
* What sort of Payment (Check, Money Order etc.)
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* Your name if listed on the Check, Money Order or in a letter.
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* Your name if listed on the Check, Money Order or in a letter
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* When the letter was sent.
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* When the letter was sent
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* Where it was sent from.
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* Where it was sent from
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* The address it was sent to.
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* The address it was sent to
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* Anything about the envelope or content that would identify it to us.
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* Anything about the envelope or content that would identify it to us
 
}}
 
}}
  
 
{{showhide|I made a credit/debit card payment but I haven't received the Energy yet?|content =
 
{{showhide|I made a credit/debit card payment but I haven't received the Energy yet?|content =
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If the payment wasn't declined when you made it, and your card statement does show you were charged, then most likely the payment was accidentially made on a different account. Check your other accounts to see if the Energy is there.  
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If the payment wasn't declined when you made it, and your card statement does show you were charged, please check all your Spiral Knights accounts to make sure you didn't accidentally purchase energy for a different account.  
  
 
If you want the Energy on a different account, then you can start two game clients and log into both accounts to trade with yourself. Please don't use another player to make the trade, as you risk them running off with the Energy.
 
If you want the Energy on a different account, then you can start two game clients and log into both accounts to trade with yourself. Please don't use another player to make the trade, as you risk them running off with the Energy.
  
 
If you still can't find the Energy you purchased, please [https://www.spiralknights.com/support/#mail contact us] and provide the following information:
 
If you still can't find the Energy you purchased, please [https://www.spiralknights.com/support/#mail contact us] and provide the following information:
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* Name and address and last 4 digits of the credit card charged.  
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* Name and address and last 6 digits of the credit card charged.  
 
* The dates and amounts of the charges you did not receive.
 
* The dates and amounts of the charges you did not receive.
 
}}
 
}}
  
 
{{showhide|I made a PayPal payment but I haven't received the Energy yet?|content =
 
{{showhide|I made a PayPal payment but I haven't received the Energy yet?|content =
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It is possible you made the payment on a different account. Check your other accounts to see if the Energy is there.  If it is and you want the Energy on a different account, then you can start two game clients and log into both to trade with yourself. Please don't use another player to make the trade, as you risk them running off with the Energy.
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It is possible you made the payment on a different account? Check your other Spiral Knights accounts to see if the Energy is there.  If it is, and you want the Energy on a different account, then you can start two game clients and log into both to trade with yourself. Please don't use another player to make the trade, as you risk them running off with the Energy.
  
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You can expect a delay if you used an eCheck via PayPal. eChecks work like regular checks which have to clear your bank before payment is sent to us. Your transaction in your PayPal account will show an estimate when the payment will be processed.
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You can expect a delay if you used an eCheck via PayPal. eChecks work like regular paper checks, which have to clear your bank before payment is sent to us. Your transaction in your PayPal account will show an estimate as to when the payment will be processed.
  
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To avoid this in the future you may check with PayPal on how to set your account up to use funds already in your PayPal account, or add a credit card as a funding source to make instant payments. For more information on this please see [https://www.paypal.com/cgi-bin/helpweb?cmd=_help PayPal's Help Pages].  
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To avoid this in the future, you can set up your PayPal account as a "verified" account, or add a credit card as a funding source to make instant payments. For more information, please see [https://www.paypal.com/cgi-bin/helpweb?cmd=_help PayPal's Help Pages].  
  
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If you have been able to change your PayPal account to make instant payments instead, and you don't want to wait until the eCheck payment is processed, then [https://www.spiralknights.com/support/#mail contact us]. Explain you would like to cancel a pending eCheck payment to make an instant PayPal or credit/debit card payment instead. We can cancel the pending eCheck payment.
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If you have recently set up your PayPal account to make instant payments, and you don't want to wait until the eCheck payment is processed, then [https://www.spiralknights.com/support/#mail contact us]. Explain you would like to cancel a pending eCheck payment to make an instant PayPal or credit/debit card payment instead. We can cancel the pending eCheck payment.
 
}}
 
}}
  
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{{showhide|I made a payment on the wrong account, what do I do?|content =
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{{showhide|I made a payment on the wrong Spiral Knights account.  What do I do?|content =
 
If you want the Energy on a different account, you can start two game clients and log into both to trade with yourself. Please don't use another player to trade, as you risk them running off with it.
 
If you want the Energy on a different account, you can start two game clients and log into both to trade with yourself. Please don't use another player to trade, as you risk them running off with it.
  
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If you're not sure about how to do this, or have some other problem, please [https://www.spiralknights.com/support/#mail contact us] and explain the situation. List the names of the two accounts (not the knight names) and tell us which account should have the Energy.
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If you're not sure about how to do this, please [https://www.spiralknights.com/support/#mail contact us] and explain the situation. List the usernames of the two accounts (not the knight names) and tell us which account should have the Energy.
  
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We also need to verify you own the account where the payment was made. Please include the following information in the message:
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We also need to verify that you are the true owner of the account on which the payment was made. Please include the following information in the message:
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* Name, address and last 4 digits of the credit card charged.  
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* Name, address and last 6 digits of the credit card charged.  
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* If you used PayPal, you'll need to send the email from the address registered to your PayPal account.
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* If you used PayPal, please send the email from the address registered to your PayPal account.
 
* If you used another payment method please list this.
 
* If you used another payment method please list this.
 
* The date and amount of the payment made.
 
* The date and amount of the payment made.
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{{showhide|Can I make a payment for another player?|content =
 
{{showhide|Can I make a payment for another player?|content =
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The easiest solution would be to make a payment on your own account, then simply trade the Energy to the other player.  You should never share account information, credit card information or PayPal accounts.  Avoid trading Energy via a third player as that player may be tempted to run off with it.  You'd be surprised how often that happens, even with friends you trust, and it's not worth losing the Energy as well as the friend.
+
The easiest solution would be to make a payment on your own account, then simply trade the Energy to the other player.  You should never share your Spiral Knights account login information, your credit card information or PayPal accounts.  Avoid trading Energy via a third player, as that player may be tempted to run off with it.  You'd be surprised how often that happens, even with friends you trust, and it's not worth losing the Energy as well as the friend.
  
 
If for some reason this must be a payment, then you have the option of making a manual PayPal payment.
 
If for some reason this must be a payment, then you have the option of making a manual PayPal payment.
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When filling out the support form regarding a payment already made, then please list the following:
 
When filling out the support form regarding a payment already made, then please list the following:
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* Name, address and last 4 digits of the credit card used.  
+
* Name, address and last 6 digits of the credit card used.  
 
* Or the email address of the PayPal account used.
 
* Or the email address of the PayPal account used.
 
* Dates and amounts of the payments.
 
* Dates and amounts of the payments.

Revision as of 17:17, 25 March 2011

Energy Prices

File:Bonus3.png

200 Energy for $ 0.75 USD - That's 267 energy per dollar!
750 Energy for $ 2.45 USD - That's 306 energy per dollar!
1,600 Energy for $ 4.95 USD - That's 323 energy per dollar!
3,500 Energy for $ 9.95 USD - That's 352 energy per dollar!
7,500 Energy for $19.95 USD - That's 376 energy per dollar!
20,000 Energy for $49.95 USD - That's 400 energy per dollar!

Please visit the page on Energy for much more information on how Energy works.

You can see how your Crystal Energy was spent from the Energy History on your account page. The account name is shown in the upper right corner of the screen.

Payment Options

We currently offer the following payment options:

To choose one of the first three options above, please visit your account's Billing Page. Make sure you're logged in to the correct account (shown in the upper right corner).

We are always working on adding more payment options so check back often!

Spending Limit

Alas, due to issues with fraud and credit card abuse, we have a limit imposed on the total amount a player can spend without giving authorization to Three Rings. We apologize for any inconvenience this may cause for you.

Frequently Asked Questions


Retrieved from "https://wiki.spiralknights.com/index.php?title=Billing_FAQ&oldid=13663"
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