Difference between revisions of "Billing FAQ"

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		+	This FAQ covers '''billing''' questions related to purchasing energy and packs. For information on other issues, see the complete list of [[Frequently Asked Questions]].
		+
	== Energy Prices ==		== Energy Prices ==
		+	{| style="border-collapse:collapse; border:2px solid #3a68a6;"
		+	|- style="color: #000; background-color: #c7dbea;"
		+	|style="padding: 8px; padding-left: 10px; padding-right: 10px;" align="center"|
		+	<big><big>750 Energy for $2.45 USD</big></big>  -  That's 306 energy per dollar!<br>
		+	<big><big>1,600 Energy for $4.95 USD</big></big>  -  That's 323 energy per dollar!<br>
		+	<big><big>3,500 Energy for $9.95 USD</big></big>  -  That's 352 energy per dollar!<br>
		+	<big><big>7,500 Energy for $19.95 USD</big></big>  -  That's 376 energy per dollar!<br>
		+	<big><big>20,000 Energy for $49.95 USD</big></big>  -  That's 400 energy per dollar!<br>
		+	<big><big>45,000 Energy for $99.95 USD</big></big>  -  That's 450 energy per dollar!<br><br>
		+	<big><big>[[Deluxe Starter Pack]] for $19.95 USD</big></big>  -  A $30 value! <br>
		+	<big><big>[[:Category:Energy_packages|More energy packages!]]</big></big> - Take a look at ongoing promotions! <br>
		+	|}
−	[[File:bonus3.png|right]]<center>	+	Please visit the page on [[Energy]] for much more information on how Energy works.
−	<big><big>  200 Energy for $ 0.75 USD</big></big>  -  That's 267 energy per dollar!<br>	+
−	<big><big>  750 Energy for $ 2.45 USD</big></big>  -  That's 306 energy per dollar!<br>	+
−	<big><big> 1,600 Energy for $ 4.95 USD</big></big>  -  That's 323 energy per dollar!<br>	+
−	<big><big> 3,500 Energy for $ 9.95 USD</big></big>  -  That's 352 energy per dollar!<br>	+
−	<big><big> 7,500 Energy for $19.95 USD</big></big>  -  That's 376 energy per dollar!<br>	+
−	<big><big>20,000 Energy for $49.95 USD</big></big>  -  That's 400 energy per dollar!	+
−	</center>	+
−	Please visit the page on [[Official:Energy|Energy]] for much more information on how Energy works.	+	You can see how your Energy was spent from the [https://billing.spiralknights.com/billing/coin_history.wm Energy History] on your account page. The account name is shown in the upper right corner of the screen.
−	You can see what your Energy has been spent on, on the [https://billing.spiralknights.com/billing/coin_history.wm Energy History] page on your account page. Be sure to check that you're logged into the right account, if already logged in you can see the account name in the upper right corner.	+	'''Note: Not all pricing options are available for all payment methods. Be aware the prices above may differ depending on the payment method used that may require fees paid to payment services. VAT for certain countries may also be added.'''
	== Payment Options ==		== Payment Options ==
−	We currently offer the following payment options:	+	We currently offer the payment options below.
−	{{showhide|Credit & Debit Cards|content =	+	To choose one of the first three options, please visit your account's [https://billing.spiralknights.com/billing/catalog/choose.jspx Billing Page]. Make sure you're logged in to the correct account (shown in the upper right corner).
−	[[File:Button_cc.png|right]]	+
−	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.	+
−	Prepaid cards as long as they are a VISA, MasterCard, American Express and Discover Card can be used too. And is certainly recommendable for those who worry about the security of using their cards online. That way you only risk the amount of that card.	+	We are always working on adding more payment options so check back often!
−	Credit card information can be saved if you prefer, but future credit card payments still require you to enter the security code from the card every time, which provides some security and helps avoid simple mistakes.	+	=== Credit & Debit Cards ===
		+	[[File:Button_cc.png|right]]
		+	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 Energy!
		+
		+	Credit card information can be saved to make future purchases more quickly.
	;Is your Credit Card server secure?		;Is your Credit Card server secure?
−	Absolutely. Our credit card server is secured with 128bit industry-standard SSL encryption. You can verify this by looking for the golden padlock in the bottom corner of your web browser window.	+	Absolutely. Our credit card server is secured with 256bit industry-standard SSL encryption. You can verify this by looking for the golden padlock that most browsers display for encrypted pages.
	;What appears on my credit card statement?		;What appears on my credit card statement?
−	Your credit card statement will show a billing for 'Spiral Knights' as well as our phone number.	+	Your credit card statement will show a billing for "Spiral Knights" as well as our phone number.
−	}}	+
−	{{showhide|PayPal|content =	+	=== PayPal ===
−	[[File:Button_paypal.png|right]]You can choose to pay for Energy using a PayPal account. This is an automated payment option that gives you the Energy as soon as your PayPal payment has completed, no need to wait for us to process it.	+	[[File:Button_paypal.png|right]]You can choose to pay for Energy using a PayPal account. If you have funds in your PayPal account or use a credit card there, payments are automatic and your Energy should be credited without delay.
−	If you need to make manual PayPal payments then that is possible too. Visit the [http://www.paypal.com PayPal website], log in to your existing account or set up a PayPal account, choose Send Money, and send your payment to paypal@threerings.net. Be sure to add your account name (not the name of you knight) and what you would like to purchase to the note field. Then we will process this payment as soon as possible and reply to your PayPal payment email with confirmation.	+	Payments from PayPal using an eCheck (electronic funds transfer from your bank account) will be credited to your Spiral Knights account when your bank clears the transaction. Your PayPal account will show an estimated clearing date for the transaction.  Once the transaction is cleared, the Energy will be credited to your account.
−	Be aware that PayPal accounts can be set up to make instant payments, or use eChecks which work like regular checks which have to clear before payment is made.	+	For more information, please see [https://www.paypal.com/cgi-bin/helpweb?cmd=_help PayPal's Help Pages].
−	eChecks are typically due to the main funding source on the PayPal account being a bank account.	+
−	If you have funds already in your PayPal account or you fund it from a credit card then you would make instant payments with no delay.	+
−	For more information on this please see [https://www.paypal.com/cgi-bin/helpweb?cmd=_help PayPal's Help Pages].	+
−	}}	+
−	{{showhide|PaidByCash|content =	+	=== Paymentwall ===
−	[[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.	+	You can buy Energy using prepaid cards, PaySafeCard, bank transfers, ewallets and some phone payment services through this method. Paymentwall accepts many different payment methods, depending on where you live in the world. The best way to see your options is to choose Paymentwall in our billing system.
−	Search [http://www.paidbycash.com/pbc/home.jsp?merchantId=95 HERE] to find the location nearest you.	+
−	* Get a Payment Code from the PaidByCash website, then go pay cash at one of the locations.	+	=== Payment via Mail ===
−	* Receive a Virtual MasterCard loaded with the amount you've paid cash and use that MasterCard for your online purchase.	+	[[File:Button_mail.png|right]]If none of these payment options are available to you, or you simply prefer not to use them and you live in the US, you may send a check or money order directly to our office in San Francisco.
−	* Enter the MasterCard number in the credit card number field and select the option you wish to buy.	+
−	Keep in mind that your MasterCard may retain a balance after your transaction (depending on the cash value you put into the card), so don't lose it!	+	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.
−	For more information on how PaidByCash works, click [http://www.paidbycash.com/How_It_Works.htm HERE].	+	Be aware we only accept checks or money orders from US banks.
−	}}	+
−	{{showhide|Money via Mail|content =	+	'''Please note that we cannot process checks or money orders sent from outside the US.'''
−	[[File:Button_mail.png|right]]If none of the other payment options are available to you, or you simply prefer not to use any of those. Then you are welcome to send us money directly to our office in San Francisco instead.	+
−	We process the payment the same day we receive it, except on weekends. So it really depends on how fast the mail man can deliver it. Players often worry that this takes too long, but our experience is that it's shorter than most think. Also if you make larger payments consider that expediting your letter may be a small part of the payment but it ensures that we receive it faster.	+	'''Do NOT send cash, as we have no way of processing such payments!''' Any cash payments will be returned to sender. If you have not provided us with a legible return address, we will have no way of returning your money to you.
−	Be aware we only accept payments in US Dollars. But if you have a Money Order or Check made out then you can have it made out in US Dollars while paying in your own local currency.	+	Along with the payment please add the following information:
		+	* Your account name.
		+	* 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.
−	We can't really recommend sending cash, since it poses a risk when cash is visible in an envelope, so this is at your own risk.	+	If you decorate your envelope or include a fun note, we may display it on the office wall!
−		+
−	Along with the payment please add the following:	+
−	* Your account name (not the 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.	+
−	* If you decorate your envelope or include a fun note, we may display it on the office wall!	+
−	Please make this payable to: Three Rings Design, Inc.	+	Please make this payable to: Grey Havens, LLC.
	Send your mail to:		Send your mail to:
−	:'''Three Rings Design'''	+	:'''Grey Havens, LLC'''
−	:'''P.O. Box 482'''	+	:'''P.O. Box 1356'''
−	:'''San Francisco'''	+	:'''Brookline, MA'''
−	:'''CA 94104-0482'''	+	:'''02446'''
	:'''USA'''		:'''USA'''
−	}}
−	To choose one of the first three please visit your [https://billing.spiralknights.com/billing/shared/select_type.jspx?choice=coins Billing Page]. Make sure you're logged in to the right account shown in the upper right corner.	+	== Spending Limit ==
−	We are working on adding more payment options.	+	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 Grey Havens. We apologize for any inconvenience this may cause for you.
−	== Spending Limit ==	+	Accounts start out with a spending limit of $100 for a 30 day period--not a calendar month, but the past 30 days.
−	We have a spending limit in place to protect the owner of the payment method from abuse, and to protect the game itself. This may seem strange that we don't want to receive all the payments players want to make, but experience unfortunately has shown us that we need to have this in place to prevent unlimited abuse, otherwise we certainly would prefer not to have such a system.	+
−	We do apologize for the inconvenience this may cause for you.	+
−	{{showhide|Show me more information on the Spending Limit|content =	+	As you spend near this limit it will automatically go up to $200 over time. Limit increases to $400 and $800 are also possible under certain circumstances and upon request.
−	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.	+	Should you wish to raise your Spiral Knights account's spending limit ahead of schedule or higher than $200, you may email [mailto:support@spiralknights.com support@spiralknights.com] and we will review your account to see if this is possible. Be sure to list the name of your main knight to speed up the process. 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.
−	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.	+	== Converted Steam Accounts ==
−	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.	+
−	Should you wish to raise this limit ahead of schedule, then please contact us via billing@spiralknights.com to request this 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.	+	If you have converted your Spiral Knights web account to a Steam account, you will no longer be able to play on the web account or make payments on it.
−	And if it is denied then you always have the option of sending us money via mail, since this does not count towards your spending limit.	+
−	}}	+
−	== Frequently Asked Questions ==	+	Instead you will make purchases using your Steam Wallet for your Steam account.
−	{{showhide|Do I have to pay to play?|content =	+	[[File:UI-Energy-meter_new.PNG|right]]To make a purchase, click on the Energy Icon in the lower right corner, that will bring up a window to select what you want to purchase. Then click Checkout to bring up the Steam Overlay showing you the details of the transaction, and allowing you to add more funds to your Steam Wallet if that is necessary.
−	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 than this, then you can buy additional Crystal 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.	+
−	}}	+
−	{{showhide|What is this about a 25% bonus?|content =	+	If the Steam Overlay did not pop up and it just says "Authorizing via Steam" then you need to enable the Steam Overlay. You can enable this in your Steam client Settings under the "In game" tab &rarr; "Enable Steam Community In-Game". That check box needs to be checked. Restart Spiral Knights after you made this change!
−	Any payments for Energy you make during the Preview Event will be added to your account again once we launch Spiral Knights including an extra 25% Energy!	+
−	}}	+
−	{{showhide|I live outside the US, how should I pay?|content =	+	If this option is activated, but the overlay does not work, please ensure that all your drivers are up to date and follow the trouble-shooting list found in our [[Technical issues FAQ|Technical Issues walk through]].
−	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.	+
−	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 US Dollar check or money order you will have to visit the bank, or perhaps your post office as well as many stores that may offer this as a service.	+	For more information on paying via Steam, screen shots, videos and links to other resources please see [https://support.steampowered.com/kb_article.php?ref=9019-RDKL-7854 this Steam Support page]
−	}}	+
−	{{showhide|My credit card or PayPal account has been used without my authorization for Spiral Knights, what do I do?|content =	+	== Frequently Asked Questions ==
−	First of all you will want to secure your credit card or PayPal account from further abuse. Contact your credit card issuer to advice on how to do this. And for PayPal you will want to change your PayPal account password. Once secured you should be safe, we would 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.	+
		+	=== Do I have to pay to play? ===
		+	No, you can play for free! If you want Energy, you can purchase it via the Energy Depot, which is where players buy and sell Energy for crowns, or you can buy Energy with real money as shown above.
		+
		+	=== I live outside the US.  How can I buy Energy? ===
		+	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.
		+
		+	With a credit card or PayPal transaction, currency conversion will happen automatically.  For other payment methods, you are responsible for currency conversion.
		+
		+	Please note that we cannot accept checks or money orders sent from outside the US.
−	In our experience the vast majority of unauthorized charges comes from family members, often kids in the house hold. Or friends of the credit card holder. Look to see if anyone in the house hold plays Spiral Knights.	+	=== My credit card or PayPal account has been used for Spiral Knights without my authorization, what do I do? ===
		+	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].
−	Once you know more please contact us via billing@spiralknights.com and we'll work with you to resolve this. Please provide the following information:	+	We urge you to contact [mailto:support@spiralknights.com support@spiralknights.com] 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:
−	* Name and address and last 4 digits of the credit card charged. Or the email address of the PayPal account used without your authorization.	+	* 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.
−	* List anyone you're aware of that plays Spiral Knights, even if you don't believe they are responsible at this time.	+	* The account names of any other Spiral Knights accounts that are regularly, or have recently been, accessed from your household.
−	* If you know of Spiral Knights account names used in the house hold please list these as well.	+
−	}}	+
−	{{showhide|My credit card keeps being declined, can you help?|content =	+	=== My credit card keeps being declined.  Can you help? ===
−	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.	+	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.
−	However, our experience is that problems arise most frequently from errors in the user information the credit card company is expecting. The address, zip code, and other user information are what the credit card company use to confirm your identity. They can be pretty picky about the smallest detail in the information you enter!	+	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.
−	Here's a few of the most common problems we've run into:	+	Here are a few of the most common problems we've run into:
−	* 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 info. Moving house, for instance, may cause problems if you haven't updated the info with the bank, yet enter your new address.	+	* 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.
−	* Gift cards sometimes 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.	+	* 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.
−	* If you have any sort of non-English characters in the Credit Card info, you should check your bank statement to see if they have it shown differently. Also try and use standard English characters in place of those non-English characters.	+	* 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.
−	If none of this works and you're not getting anywhere talking to the Bank or the Credit Card company then you could always consider a PayPal account attached to the same bank account.	+	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.
−	}}	+
−	{{showhide|My credit card was declined, I didn't get the Energy, but I see charges on my card statement!|content =	+	=== My credit card was declined.  I didn't get the Energy, but I see charges on my card statement! ===
−	The charges you're referring to aren't showing up on your billing information except as a declined attempt.  Since your bank is showing they went through, what probably happened was that the funds for the charge were put on hold by your bank before denying the charge.  Essentially there's a temporary hold on the funds from the bank because you tried to spend them, but we've not actually received anything.	+	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've found this happens more often with bank or debit cards, unfortunately we've also found that these problems don't show up as such for a few days and the bank's support personnel aren't always able to see that the charge actually was denied. The funds should show up again in a few days from your bank.	+	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 can't see the reason for why it was declined, you may want to contact your card issuer to have them tell you why it was declined so you can prevent it from happening again. In our experience it is often the address that doesn't match what is registered on the card, but that may not be the problem in your case.	+	=== I sent a payment via mail, but I haven't received the Energy yet. ===
−	}}	+	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. Please note that we cannot process checks or money orders sent from outside the US.
−	{{showhide|I sent a payment via mail but haven't received the Energy yet? |content =	+	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.
−	We process the payment the same day we receive it, except on weekends. So it really depends on how fast the mail man can deliver it. Be aware weekends may also delay delivery. We often receive more of these payments via mail on Mondays, so you may want to wait for the end of the following Monday to see if it was added then. Please have extra patience with how quickly these letters are delivered, especially around holidays where mail delivery could be unusually slow.	+
−	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 the information in it was so insufficient, that we couldn't tell which account it was for and there was no email address to contact you by. Or we did send an email asking for details but you haven't read the email yet. Make sure to check for any emails, including any junk folders if it was marked as such.	+	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 email [mailto:support@spiralknights.com support@spiralknights.com] and provide the following information:
−	If there is no email and you know there was possibly missing information in that latter, then you may contact us via billing@spiralknights.com and provide the following information:	+	* The amount of the payment sent
−	* The amount of the payment sent.	+
	* What sort of Payment (Check, Money Order etc.)		* What sort of Payment (Check, Money Order etc.)
−	* Your name if listed on the Check, Money Order or in a letter.	+	* Your name if listed on the Check, Money Order or in a letter
−	* When the letter was sent.	+	* When the letter was sent
−	* Where it was sent from.	+	* Where it was sent from
−	* The address it was sent to.	+	* The address it was sent to
−	* Anything about the envelope or content that we can recognize it by.	+	* 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 =	+	=== I made a credit/debit card payment but I haven't received the Energy yet? ===
−	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 secondary account. Check your other accounts to see if the Energy is there.	+	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 your other account, then you can start two game clients and log into both your accounts and trade with yourself. Please don't use another player to trade with since you risk them running off with it.	+
−	If you still can't find it then please contact us via billing@spiralknights.com and provide the following information:	+	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.
−	* Name and address and last 4 digits of the credit card charged.	+
−	* The dates and amounts of the charges you did not authorize.	+	If you still can't find the Energy you purchased, please email [mailto:support@spiralknights.com support@spiralknights.com] and provide the following information:
−	}}	+	* Name and address and last 6 digits of the credit card charged.
		+	* The dates and amounts of the charges you did not receive.
		+
		+	=== I made a PayPal payment but I haven't received the Energy yet? ===
		+	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.
−	{{showhide|I made a PayPal payment but I haven't received the Energy yet?|content =	+	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.
−	First of all you'll want to check if you accidentally made the payment on another account. Check your other accounts to see if the Energy is there.	+
−	If it is and you want the Energy on your other account, then you can start two game clients and log into both your accounts and trade with yourself. Please don't use another player to trade with since you risk them running off with it.	+
−	Next you'll want to see if your PayPal payment was perhaps an eCheck payment. eChecks work like regular checks which have to clear before payment is made. This causes a delay, which can vary depending on your location. eChecks are typically due to the main funding source on the PayPal account being a bank account.	+	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].
−	Your payment in your PayPal account will show when it is estimate to complete.	+
−	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 PayPal's Help Pages.	+
−	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 you made will complete, then contact us via billing@spiralknights.com and explain that you would like to cancel that pending eCheck payment to make an instant PayPal or credit/debit card payment instead. Then we can cancel the pending eCheck payment.	+	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 [email [mailto:support@spiralknights.com support@spiralknights.com]. 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.
−	}}	+
−	{{showhide|I made a payment on the wrong account, what do I do?|content =	+	=== I made a payment on the wrong Spiral Knights account.  What do I do? ===
−	If you want the Energy on your other account, then you can start two game clients and log into both your accounts and trade with yourself. Please don't use another player to trade with since 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.
−	If you're not sure about how to do this or have some other problem with this then please contact us via billing@spiralknights.com and explain the situation you're in. List the names of the two accounts (not the knight names) and tell us which account you wanted the payment on.	+	If you're not sure about how to do this, please email [mailto:support@spiralknights.com support@spiralknights.com] and explain the situation. List the usernames of the two accounts (not the knight names) and tell us which account should have the Energy.
−	We also need to verify you do own the account the payment was accidentally made on. Please include the following in that email:	+	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:
−	* Name and address and last 4 digits of the credit card charged.	+	* Name, address and last 6 digits of the credit card charged.
−	* Or the email address of the PayPal account used, you'll need to send the email from this same email address.	+	* 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.
−	}}
−	{{showhide|Can I sell Energy on eBay or Gaming Open Market?|content =	+	=== Can I sell Energy on eBay or Gaming Open Market? ===
−	No. Energy is intended as an in-game credit to be used within the game to purchase goods and enable aspects of game play. It is not to be resold or traded for anything else outside Spiral Knights. Unfortunately we will have to ban players who attempt to execute such trades.	+	No. Energy is intended as an in-game credit to be used within the game to purchase goods and enable aspects of game play. It is not to be resold or traded for anything else outside Spiral Knights. We will ban players who attempt to execute such trades.
−	}}	+
−	{{showhide|Can I get a refund?|content =	+	=== Can I get a refund? ===
−	Three Rings has an explicit policy of no refunds. Please bear in mind that we do not have this policy to be hard-nosed business people, because we're not, but only because it is necessary to avoid people requesting refunds of long-term subscriptions simply because they've had a bad day pillaging with their crew.	+	Grey Havens has an explicit policy of no refunds. Please bear in mind we do not have this policy to be hard-nosed business people, but because it is necessary to avoid people requesting refunds simply because they've had a bad day delving into the Clockworks.
−	Exceptions to this rule are in cases of fraud, fiscal hardship due to accidental renewal, or if we issue a new release to the game or otherwise modify the software in a way that prevents you from actually playing. If this happens to you please first try to solve the problem on the Technical Issues forum.	+	If you have a billing problem, please email [mailto:support@spiralknights.com support@spiralknights.com].
−	If you wish to request a refund in these circumstances please contact us via billing@spiralknights.com and we'll try to help.	+	=== Can I make a payment for another player? ===
−	}}	+	The easiest solution would be to make a payment on your own account, then simply trade the Energy to the other player, or send it using the in-game mail system.  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.
−	{{showhide|Can I make a payment for another player?|content =	+	=== I have another question not listed here! ===
−	The easiest solution would be to make a payment on your own account, then simply trade the Energy to the other player.	+	Please email [mailto:support@spiralknights.com support@spiralknights.com] to ask your question.
−	You should always avoid sharing account information and sharing credit card information or PayPal accounts, that is far too likely to lead to severe problems.	+
−	Also avoid trading Energy via a third player, this player may get too tempted and run off with it, you'd be surprised how often that happens even with friends you believed you trusted, and it's not worth losing the Energy as well as the friend.	+
−	If for some reason it has to be a payment made (please again consider trading it in-game instead) then you have the option of making a manual PayPal payment.	+	When emailing regarding a payment already made, then please list the following:
−	Visit the PayPal website, log in to your existing account or set up a PayPal account, choose Send Money, and send your payment to paypal@threerings.net. Be sure to add the name of the knight to receive the payment (don't ask for your friend's account name please) and what you would like to purchase to the note field. Then we will process this payment as soon as possible and reply to your PayPal payment email with confirmation.	+	* Name, address and last 6 digits of the credit card used.
−	}}	+
−		+
−	{{showhide|I have another question not listed here!|content =	+
−	Please contact us via billing@spiralknights.com with your question.	+
−	Please add your account name (not the knight name) and if it's regarding a payment already made then please list the following:	+
−	* Name and address and last 4 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.
	* Information on other payment method used.		* Information on other payment method used.
−	* As well as listing the problem or question.	+	* Your problem or question.
	Then we will reply back to you as soon as possible.		Then we will reply back to you as soon as possible.
−	}}
−	__NOTOC__	+	==Other links==
		+	* {{de|Billing_FAQ|Abrechnungsfragen}}
		+	* {{es|Billing_FAQ|Preguntas frecuentes de facturación}}
		+	* {{fr|Billing_FAQ|FAQ de la facturation}}
		+
		+	[[Category:Frequently asked questions]]

---

Latest revision as of 14:36, 12 June 2017

This FAQ covers billing questions related to purchasing energy and packs. For information on other issues, see the complete list of Frequently Asked Questions.

Energy Prices

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! 45,000 Energy for $99.95 USD - That's 450 energy per dollar! Deluxe Starter Pack for $19.95 USD - A $30 value! More energy packages! - Take a look at ongoing promotions!

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

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

Note: Not all pricing options are available for all payment methods. Be aware the prices above may differ depending on the payment method used that may require fees paid to payment services. VAT for certain countries may also be added.

Payment Options

We currently offer the payment options below.

To choose one of the first three options, 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!

Credit & Debit Cards

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 Energy!

Credit card information can be saved to make future purchases more quickly.

Is your Credit Card server secure?

Absolutely. Our credit card server is secured with 256bit industry-standard SSL encryption. You can verify this by looking for the golden padlock that most browsers display for encrypted pages.

What appears on my credit card statement?

Your credit card statement will show a billing for "Spiral Knights" as well as our phone number.

PayPal

You can choose to pay for Energy using a PayPal account. If you have funds in your PayPal account or use a credit card there, payments are automatic and your Energy should be credited without delay.

Payments from PayPal using an eCheck (electronic funds transfer from your bank account) will be credited to your Spiral Knights account when your bank clears the transaction. Your PayPal account will show an estimated clearing date for the transaction. Once the transaction is cleared, the Energy will be credited to your account.

For more information, please see PayPal's Help Pages.

Paymentwall

You can buy Energy using prepaid cards, PaySafeCard, bank transfers, ewallets and some phone payment services through this method. Paymentwall accepts many different payment methods, depending on where you live in the world. The best way to see your options is to choose Paymentwall in our billing system.

Payment via Mail

If none of these payment options are available to you, or you simply prefer not to use them and you live in the US, you may send a check or money order directly to our office in San Francisco.

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.

Be aware we only accept checks or money orders from US banks.

Please note that we cannot process checks or money orders sent from outside the US.

Do NOT send cash, as we have no way of processing such payments! Any cash payments will be returned to sender. If you have not provided us with a legible return address, we will have no way of returning your money to you.

Along with the payment please add the following information:

• Your account name.
• 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.

If you decorate your envelope or include a fun note, we may display it on the office wall!

Please make this payable to: Grey Havens, LLC.

Send your mail to:

Grey Havens, LLC

P.O. Box 1356

Brookline, MA

02446

USA

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 Grey Havens. We apologize for any inconvenience this may cause for you.

Accounts start out with a spending limit of $100 for a 30 day period--not a calendar month, but the past 30 days.

As you spend near this limit it will automatically go up to $200 over time. Limit increases to $400 and $800 are also possible under certain circumstances and upon request.

Should you wish to raise your Spiral Knights account's spending limit ahead of schedule or higher than $200, you may email support@spiralknights.com and we will review your account to see if this is possible. Be sure to list the name of your main knight to speed up the process. 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.

Converted Steam Accounts

If you have converted your Spiral Knights web account to a Steam account, you will no longer be able to play on the web account or make payments on it.

Instead you will make purchases using your Steam Wallet for your Steam account.

To make a purchase, click on the Energy Icon in the lower right corner, that will bring up a window to select what you want to purchase. Then click Checkout to bring up the Steam Overlay showing you the details of the transaction, and allowing you to add more funds to your Steam Wallet if that is necessary.

If the Steam Overlay did not pop up and it just says "Authorizing via Steam" then you need to enable the Steam Overlay. You can enable this in your Steam client Settings under the "In game" tab → "Enable Steam Community In-Game". That check box needs to be checked. Restart Spiral Knights after you made this change!

If this option is activated, but the overlay does not work, please ensure that all your drivers are up to date and follow the trouble-shooting list found in our Technical Issues walk through.

For more information on paying via Steam, screen shots, videos and links to other resources please see this Steam Support page

Frequently Asked Questions

Do I have to pay to play?

No, you can play for free! If you want Energy, you can purchase it via the Energy Depot, which is where players buy and sell Energy for crowns, or you can buy Energy with real money as shown above.

I live outside the US. How can I buy Energy?

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.

With a credit card or PayPal transaction, currency conversion will happen automatically. For other payment methods, you are responsible for currency conversion.

Please note that we cannot accept checks or money orders sent from outside the US.

My credit card or PayPal account has been used for Spiral Knights without my authorization, what do I do?

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 here.

We urge you to contact support@spiralknights.com 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:

• 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 account names of any other Spiral Knights accounts that are regularly, or have recently been, accessed from your household.

My credit card keeps being declined. Can you help?

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.

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.

Here are a few of the most common problems we've run into:

• 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.
• 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.
• 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.

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.

My credit card was declined. I didn't get the Energy, but I see charges on my card statement!

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.

I sent a payment via mail, but I haven't received the Energy yet.

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. Please note that we cannot process checks or money orders sent from outside the US.

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.

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 email support@spiralknights.com and provide the following information:

• The amount of the payment sent
• What sort of Payment (Check, Money Order etc.)
• Your name if listed on the Check, Money Order or in a letter
• When the letter was sent
• Where it was sent from
• The address it was sent to
• Anything about the envelope or content that would identify it to us

I made a credit/debit card payment but I haven't received the Energy yet?

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 still can't find the Energy you purchased, please email support@spiralknights.com and provide the following information:

• Name and address and last 6 digits of the credit card charged.
• The dates and amounts of the charges you did not receive.

I made a PayPal payment but I haven't received the Energy yet?

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.

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.

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 PayPal's Help Pages.

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 [email support@spiralknights.com. 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.

I made a payment on the wrong Spiral Knights account. What do I do?

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're not sure about how to do this, please email support@spiralknights.com and explain the situation. List the usernames of the two accounts (not the knight names) and tell us which account should have the Energy.

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:

• Name, address and last 6 digits of the credit card charged.
• 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.
• The date and amount of the payment made.

Can I sell Energy on eBay or Gaming Open Market?

No. Energy is intended as an in-game credit to be used within the game to purchase goods and enable aspects of game play. It is not to be resold or traded for anything else outside Spiral Knights. We will ban players who attempt to execute such trades.

Can I get a refund?

Grey Havens has an explicit policy of no refunds. Please bear in mind we do not have this policy to be hard-nosed business people, but because it is necessary to avoid people requesting refunds simply because they've had a bad day delving into the Clockworks.

If you have a billing problem, please email support@spiralknights.com.

Can I make a payment for another player?

The easiest solution would be to make a payment on your own account, then simply trade the Energy to the other player, or send it using the in-game mail system. 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.

I have another question not listed here!

Please email support@spiralknights.com to ask your question.

When emailing regarding a payment already made, then please list the following:

• Name, address and last 6 digits of the credit card used.
• Or the email address of the PayPal account used.
• Dates and amounts of the payments.
• Information on other payment method used.
• Your problem or question.

Then we will reply back to you as soon as possible.

Other links

• Deutscher Artikel: Abrechnungsfragen
• Artículo en español: Preguntas frecuentes de facturación
• Article en français: FAQ de la facturation