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Secured Credit Card FAQFollow

#52 Aug 23 2009 at 3:22 PM Rating: Excellent
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Update: I found out SE's policy has changed a bit they said when I called them on the phone. They do accept all mastercard and visa credit cards (debt cards too) but you must call the customer service department and choose option 3 when calling. They will manually reactivate your account within 24 hours. If they can't resolve the problem, a senior tech rep will put you on a call back list and they will try to work something out with you payment wise. Be forewarned though however. The wait time I experienced was 20 mins.
#53 Aug 24 2009 at 12:52 PM Rating: Good
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112 posts
I called on Friday to ask about changing my payment information and was asked what platform I played on. I told him that I played on PS2 and my fiance played on PC. He told me that PS2 (and PS3/Xbox) users did not have to have a 3-D secured card and that I could update my information and my fiance's information with no problems using the PS2. I asked him if it would still bill ok or if I would be able to enter the information, but the billing would not go through and he said that it should bill just fine. I was able to update both sets of information (to the same card) within minutes of each other and had no problems at all.

Now we'll just have to see if he was right about the billing when September gets here...

I hope this information might help someone else.
#54 Aug 24 2009 at 1:26 PM Rating: Decent
Alrighty then so I called back (Computer 'as been out of action for a week or so) and after about 20 minutes I was able to talk to Chris. He was the same guy I talked to before I think and this time he seemed to have a better grasp on the 3D Secured thing. After going through the verification and switch of my credit cards, he tells me that it seems he cannot verify my card himself. He said I'll be getting an email soon or some thing like that. Not sure how this'll turn out though, but here's hopin'.

Edited, Aug 24th 2009 5:28pm by Reiske
#55 Aug 26 2009 at 9:40 AM Rating: Decent
Be aware that all the comments in this thread apply only to existing accounts, ones that have been charged at least once. I have been playing on a new account, finished my free 30 days, and had the credit card I used when I signed up removed because it was not 3-D Secure compatible. The rep I chatted with was very polite, but refused to accept my card under any circumstances. So the policy for new accounts is considerably less flexible than that for old accounts.

Not very friendly to new players, but hardly surprising considering SE's view of customers. This is a preview of what FFXIV will be like.

#56 Aug 27 2009 at 9:42 AM Rating: Default
I go through Fifth Third Bank and I have a Master card Debit. My card went though and I was able to get it Secured. When I logged into POL it took about 4 times for it to work. I kept getting weird messages. I was freaking out because I love FF XI and I thought I was not going to be able to play it. Thank God my card works now because otherwise I would not able to play FF XI.

Edited, Aug 27th 2009 1:45pm by pettygil

Edited, Aug 27th 2009 2:16pm by pettygil
#57 Aug 27 2009 at 2:53 PM Rating: Decent
#58 Sep 01 2009 at 8:17 AM Rating: Decent
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Well, I'm going to see what happens today. I updated my card infor a few days ago as they deactivated my stuff. My new card isn't a 3-D secure one either. Today is the day my account was to expire i believe. Let's hope for the best.
#59 Sep 03 2009 at 6:27 AM Rating: Good
ok I am a xbox360 user and I got this in my email. I am not a new user btw.

Dear Customer,

You are receiving this letter to notify you that your billing information has been removed from the corresponding PlayOnline account due to not being registered with or verified as a 3-D Secure enabled payment method. While this has not affected your ability to play the game currently, please be aware that unless a 3-D Secure enabled Visa or MasterCard is registered to the account by September 1, 2009, the account will be closed. For additional information regarding 3-D Secure please go to www.visa.com/verified (Visa Customers) or www.securecode.com (MasterCard Customers). If you have already signed up for this service with your payment method, please proceed with re-registering your payment information through the PlayOnline Viewer. If you have not already signed up for this free service offered by your card provider, please do so and then log in to the PlayOnline Viewer and update your billing information. Please complete this by August 31, 2009 to avoid service interruption.

Please note that if you have already cancelled this account, and do not wish to continue playing at this time, you may disregard this notice.

PlayOnline Information Centerhttps://secure.playonline.com/supportus/index.htmlMonday through Friday9:00 a.m. to 6:00 p.m. Pacific Time






I went through all my cards and none go through this new securecode or verified system. I will call to see what is going on with my account as soon as they open up.
#60 Sep 03 2009 at 9:14 PM Rating: Default
I have tried calling them phone / pol live-chat to update my CC which my bank do not use the vbv at all , yet se rep refused to update my CC due to country region crap which is bs others can update and the rest cant.
In the end se sucks i hope ff14 fails >_>.
#61 Sep 04 2009 at 12:04 PM Rating: Good
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112 posts
Well, my billing went through just fine and I've seen no emails regarding the removal of my credit card information, so I think I'm in the clear... for now.
#62 Sep 10 2009 at 1:46 AM Rating: Decent
:\ The guy said I would get some information or somethin' and I never did...Meh...
#63 Sep 14 2009 at 10:17 AM Rating: Decent
Quote:
Update: I found out SE's policy has changed a bit they said when I called them on the phone. They do accept all mastercard and visa credit cards (debt cards too) but you must call the customer service department and choose option 3 when calling. They will manually reactivate your account within 24 hours. If they can't resolve the problem, a senior tech rep will put you on a call back list and they will try to work something out with you payment wise. Be forewarned though however. The wait time I experienced was 20 mins.


hi

i have some question regarding this ....

1. i have called their CS number .... choose option 3 ... and spoke to the support people there ... and they all said that they cant change the payment information for me

2. one of them mention about senior tech will contact me ... but i haven't hear anything since (2 weeks and counting) how long is the expected delay ?

3. any player with non US issued card manage to get verified by SE ?

thanks


#64 Sep 15 2009 at 7:47 AM Rating: Decent
Se wont bother to call you as they did to me i was told i was gonna be on list and id expect phone call the next day to get my CC changed/updated , now its been like 1 months and as i said they would not call you back for non-us =/.
You need to check with them by calling Chat/phone call.

Edited, Sep 15th 2009 11:47am by Lalafell
#65 Sep 15 2009 at 9:48 AM Rating: Decent
Quote:
Call the Info Center and they will assist you in changing your payment information. Unfortunately, if you wish to change your payment method via PlayOnline, you will need to have a credit card that is actively enrolled in one of these programs.


after numerous calls and web support requests, i can say that this is correct ... BUT it still hit and miss ..... most of the reps maybe cant be bothered to change the information and will reject the request to do so

#66 Sep 17 2009 at 3:00 PM Rating: Decent
37 posts
Hi, I'm a player from Singapore. Just wanted to share my experience. I have 2 accounts (1 main-since DEC 2003 and 1 for pl-since OCT 2004) both paid using my POSB debit mastercard. That card expires end of this month and my bank does not support securecode.

When the replacement card arrived I tried SE livechat and got a hold of SEI POL Kervin. He asked me a bunch of questions including the POL registration code. When he was satisfied that I owned the 1st account, he asked for the new card info and presto he updated it for me. Thank You Mr Kervin.

I waited 2 days (didnt want to get bant) and tried to update my 2nd account the same way. Got hold of SEI POL Kenny this time. He asked me twice as many questions than Kervin did to verify the account. Then he said he cant update cards fom outside the US. Said he will escalate the matter....wants my contact number and email...blah blah blah.... I gave it to him but I got the feeling I was brushed off.

What I dont get is why differing policies/procedures depending on the agent I got? I dont care to wait for them to contact me I will try again in a few days hopefully i'll get an agent that wont be too lazy to try and help me.
#67 Sep 20 2009 at 10:17 AM Rating: Decent
posting same question that not answered in other thread ....

is there anyone with non US or Canada issued card manage to get verified by POL ? ffxi NA account holder obviously



#68 Sep 21 2009 at 10:13 PM Rating: Decent
Quote:
posting same question that not answered in other thread ....

is there anyone with non US or Canada issued card manage to get verified by POL ? ffxi NA account holder obviously




SE doesnt hv any policy to help international players. I talked to SEI POL Michael via chat program, he wasnt helpfull and didnt offer any help at all.

I feel much disappointed in SE customer service. it s not because of new policy of 3d secure, it is SE customer service staffs dont hv service mind.

I used to work as hotel and airline officer b4, when customer contact me for any help. I alwasy try my best to assist them, or give them the best suggestion how to solve the problem.

but SE customer service staff didnt offer any help , didnt offer any suggestion, what they did is saying "NO"

ps. sorry for my poor english, i m not english native speaker.

this is the conversation between me and SEI POL MICHAEL


You have been connected to SEI POL Michael.
SEI POL Michael: Hello, P.. , thank you for contacting the PlayOnline Information Center. Just a few moments while I review your question, please.
SEI POL Michael: How may I assist you today?

P...: yes pls
P...: i hv problem with verified by visa
P...: my bank doesnt support this system.
P...: POL always show error message UCS-5313 when i try to update payment.

SEI POL Michael: Ever since the July update, all credit cards entered into our system now have to be 3D Secure verified in order to continue.

P...: SE hs policy to assist people who hs this problem?

SEI POL Michael: We do have a temporary solution in place to assist North American users only.

SEI POL Michael: Are there any other issues I can assist you with right now, P... ?

P...: what is the temporary solution for NA users?

SEI POL Michael: We'll be able to update the card manually but it only applies to North American users.

SEI POL Michael: But ultimately, it is only temporary and they'll need a 3D Secure card.
SEI POL Michael: Are there any other issues I can assist you with right now, P... ?

P...: for my case what should i do ?
P...: or what you can assist?

SEI POL Michael: There's nothing that we can do to assist international users at this time and I do apologize.

SEI POL Michael: A 3D Secure card is going to be required in order to continue service with the game.

P...: i read from website, that ps2 can update payment without verified by visa is that true ?

SEI POL Michael: I unfortunately cannot verify that information as all cards entered have to be 3D Secure.

SEI POL Michael: Are there any other issues I can assist you with right now, P... ?

P...: no more qeustion thank u

SEI POL Michael: Thank you for visiting PlayOnline Chat support, Piyawat ! Take care and hope to see you online!

Thank you for visiting our PlayOnline Chat line. Take care and hope to see you online!



#69 Sep 30 2009 at 7:41 AM Rating: Decent
18 posts
pls forgive me if this question sound dumb to you. i am playing
pc ver ffxi. now i cannot play becos the card i hold does not
support verify.

i read from some users here you are able to update yr CC info
using PS. May i know is it only ps2 that can do this? My friend
have PS3, can I ask him to update for me?

Also my friend say i need to buy the ps ver of ffxi disc in order
to update, is that true?

#70 Oct 03 2009 at 7:53 AM Rating: Good
My SE representative was able to change the information, but then said that both my Visa debit card and my husband's Mastercard were still declined.

I got around it today with a variation on the Xbox/PS2 trick, but we'll see if billing goes through like normal next month . . .

Edited, Oct 3rd 2009 11:53am by catwho
#71 Sep 22 2009 at 11:53 PM Rating: Decent
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1,041 posts
I think I probably dealt with the same person; however in my case they say they're going to escalate the issue since I've been trying cards that _do_ support SecureCode, but fail authentication. I'll post back once I know how that went.

Here's my transcript from POL support (names and sensitive details changed, obviously ^^)

Quote:
SEI POL Michael: Hello, Dru, thank you for contacting the PlayOnline Information Center. Just a few moments while I review your question, please.

SEI POL Michael: Unfortunately Dru, at this time, the only cards that are accepted in our systems are cards that are 3D Secure compliant.

Drusenija: I am aware of this Michael, however both cards I have tried both support 3D Secure.

SEI POL Michael: What is the error code you're getting when you're attempting to use the 3D Secure compliant card?

Drusenija: "Card authentication failed" after entering my 3D Secure password into the web browser that gets loaded from the POL viewer.

Drusenija: However, I have actually done this whilst on the phone to both banks, and neither bank is actually seeing any transaction come through from Square-Enix.

Drusenija: Given two independent banks have come up with the same problem, I am strongly suspecting the issue lies at this end, not the bank's end.

SEI POL Michael: The only thing I can do in this case here is to obtain some information from you and get this issue escalated to see why it's not be accepted.

SEI POL Michael: First of all, what is the first 4 and last 4 digits of the card you're attempting to use. Which bank? And is it a credit, debit, prepaid VISA or MASTER card?

Drusenija: I'll give you both card details; the first is xxxx xxxx xxxx xxxx. It's a MasterCard credit card with the Commonwealth Bank in Australia.

Drusenija: The second one is also a MasterCard credit card, xxxx xxxx xxxx xxxx, with Westpac in Australia.

Drusenija: Is there any chance the cause of this issue is I have a North American POL account? I was an early adopter of FFXI and imported it when it was first released.

SEI POL Michael: I'm not 100% sure as to what's causing the error but we are looking into issues as to why certain 3D Secure compliant cards are being declined.

SEI POL Michael: What is the best phone number and email address to contact you also?

Drusenija: Best email address is xxx@xxx.com, that's my personal one and I have access to it basically anywhere.

Drusenija: As for a phone number, I'll give you my work number as I have voicemail so you can still leave a message if it's night time here.

Drusenija: +xx x xxxx xxxx

Drusenija: Please be aware of the time difference to Australia (it's about 9:30am here right now), so I will not likely be available via telephone until after 3pm Pacific time.

SEI POL Michael: I'll make a note of that.

Drusenija: Thank you.

SEI POL Michael: I've entered the information to be escalated. At this time, we'll go ahead and investigate the issue.

SEI POL Michael: Are there any other issues I can assist you with right now, Dru?

Drusenija: Given I don't currently have an active card on the account, and I'm assuming the next payment period is coming soon, what should I do about my FFXI account?

Drusenija: In the interim I mean.

SEI POL Michael: What happens is that the account would deactivate if it's not currently active and we cannot bill the card. If the card already on file is already valid and it can be billed, there should be no problems until the card needs to be updated due to expiration date or loss of card.

Drusenija: Unfortunately the card on the account has been cancelled, so that won't work. So essentially until the issue is resolved, my account wil be deactivated then, am I correct?

SEI POL Michael: You will still have access to the account until then correct. Once billing day hits and we can't bill the card, then the account will shut off that day.

Drusenija: I see; hopefully you'll find a resolution quickly then! :) Do you have an idea of how long the escalation procedure will likely take?

SEI POL Michael: I don't have an estimated time but what you can go ahead and do is if you have access to another system, such as a 360 or a PS2, see if you can get it updated through there in the mean time.

SEI POL Michael: Are there any other issues I can assist you with right now, Dru?

Drusenija: Yes, I'm aware of the PS2 and 360 workarounds, but unfortunately I don't have access to either system, and even if I did, they'd likely be EU versions which wouldn't allow updates to my NA account! Other than that, I believe that's all I need today Michael. I look forward to hearing back from you.

SEI POL Michael: Thank you for visiting PlayOnline Chat support, Dru! Take care and hope to see you online!


Edited, Sep 23rd 2009 7:59am by Drusenija
#72 Oct 29 2009 at 3:48 PM Rating: Decent
Hi, I'm a returning player. Heres my question. Do you think they will ever make it where consoles have to do the Verified by Visa and the other?

See my mom is my payee and the CC is in her name. But, I used to put my name on the Billing info. because my name is on the account just not the CC. On a Console ver. when I enter my Billing info. Do I put her name or mine?

I will be playing on the PC ver. But, I will activate both accounts on my 360.

The other question is how long do I wait to turn on the other account with the same CC? (I will be playing 2 chars)

oh yea I went to the Verified by Visa and put in the info and made a password. It went though on VBV site. Is this the same thing as a bank VBV?
I pre-orderd my new copy of FFXI so I gotta wait till it comes in.

Thanks :)

Edited, Oct 29th 2009 5:07pm by TheRoyalPrincess
#73 Oct 29 2009 at 6:52 PM Rating: Good
If your card was accepted on the Verified by Visa website, it means your bank supports it. So yes, it is the same thing.

SE has not said whether consoles will be required to use this, only PC users.
#74 Nov 02 2009 at 12:46 PM Rating: Good
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1,616 posts
Rather than make a new thread, since it is related, I'll ask this here.

I have a friend wanting to play. Are there any prepaid cards that now work since things were changed? He can't get his VISA or MC to work and the visa won't on the verified VISA site either. Any way he will be able to join me?
#75 Nov 05 2009 at 4:23 PM Rating: Decent
I just went round and round with cs ....sigh. You
    can not
open a new account unless you have a secured card. Period. I bank with JPMorgan Chase, they do not support this secure card thing.

I have been with FFXI since Oct of NA release and still I can not open a new account unless I have a secure card and they acknowledge that my bank does not buy into it. Their suggestion is go out a buy a prepaid VISA...wth...I have a bank card...why does SE want to make things as difficult as possible?

Copy of Chat
You have been connected to Agent Kim.
Agent Kim: Hello, Sheila, thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Kim: So you are creating a new account and are unable to register the credit card, correct?
Sheila: Yes I bought game for Kevin,my cousin
Sheila: he got it all downloaded
Sheila: but when he put in cc could not validate
Sheila: so np...said i would use mine
Sheila: can't validate according to instructions
Sheila: i use JPMorgan Chase bank
Sheila: and it isn't offered
Sheila: your new method is really hard to use
Agent Kim: Unfortunately with new accounts, a credit card that goes through either Verified by Visa or Master Card secure code has to be used.
Agent Kim: You can obtain a prepaid Visa or Mastercard -- those are typically 3D secure eligible.
Sheila: I do all my banking with Chase so how do i fix this...can i open a new account in my name using my existing billing.
Agent Kim: Chase is one of the banks that do not support 3D Secure. You can obtain a prepaid Visa or Mastercard and those can be registered for our new security feature for the credit cards.
Sheila: do you know what a royal pain that is?????
Sheila: at additional cost to us
Agent Kim: Unfortunately, with new accounts, they must go through the Verified by Visa or Mastercard Securecode feature.
Sheila: ok think i will go back to XXXXX thanks anyway
Agent Kim: Thank you for visiting SQUARE ENIX Customer Support, Sheila! Take care and hope to see you online!
Thank you for using our SQUARE ENIX Support Center chat line. Take care and hope to see you online!

Edited, Nov 5th 2009 5:30pm by SiekaDracul
#76 Nov 07 2009 at 8:52 PM Rating: Decent
Is anyone having problems paying currently AFTER getting through the 3D check? Been trying to pay for the last 6 days using both prepaid visa and a capital one bank MC.
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