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Charged but not a member

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ArmoMike
Aug Member 2023

ArmoMike

Posts: 7 Bronze Posts by user Forum Profile RuneMetrics Profile
hello , i just made 2 fresh accounts (one ironman and one hcim), i finished tutorial island and got onto the mainland. Then i went and purchased membership for both accounts, my creditcard was charged for both but neither account got membership. anybody else ever experienced this? and how would i go about requesting a refund?

Edit : Before anybody asks, YES i am sure i am logging into the correct accounts and yes i bought membership on the good accounts. I also received the comfirmation emails for the payments but i noticed it says character name unavailable on both of them. I figured it's just because it was new accounts but i had already set the names so it's a bit weird.

02-Nov-2020 22:43:44 - Last edited on 02-Nov-2020 22:47:31 by ArmoMike

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
Armo Mike


The confirmation email is addressed to the current display name of the account.
If the account does not have a current display name, the email is addressed to "Character Name Unavailable".

It sounds like you bought the two memberships for an inactive account or maybe two inactive accounts or possibly even a brand new account that you created by accident when you went to pay membership.

You have to be logged in to the account when buying membership for it.

To contact Billing Support about this, go to the Bought membership on the wrong account support page, read it and use the Transfer Membership button.
You know the display names of the accounts so make sure you identify them correctly on the form. If you created them via the mobile app, the accounts might not yet actually have an email login - they might just have a shortcut login e.g. Google, Facebook, Game Centre, Steam.

edit: you might or might not be able to use the same form for both accounts. I am not sure.
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03-Nov-2020 07:55:35 - Last edited on 03-Nov-2020 07:58:14 by Malua

ArmoMike
Aug Member 2023

ArmoMike

Posts: 7 Bronze Posts by user Forum Profile RuneMetrics Profile
i am aware i need to be logged in to the account that i want membership on and i can guarantee you that i was logged in on the correct accounts while purchasing membership. i already contacted billing yesterday now i am just waiting for a reply.

03-Nov-2020 11:14:31

ArmoMike
Aug Member 2023

ArmoMike

Posts: 7 Bronze Posts by user Forum Profile RuneMetrics Profile
ArmoMike said :
i am aware i need to be logged in to the account that i want membership on and i can guarantee you that i was logged in on the correct accounts while purchasing membership. i already contacted billing yesterday now i am just waiting for a reply.


OK the weirdest thing just happened. One of the 2 accounts got membership but it RESET his progress and he is back on tutorial island now. WTF?

03-Nov-2020 11:36:04 - Last edited on 03-Nov-2020 11:39:39 by ArmoMike

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
You need to read this support page: Why can't I log in to the correct account on mobile?

I suspect you have inadvertently created a new account and the login is stickied. This means that, it doesn't matter what you enter on the login page, it keeps taking you to the new account.

Follow those instructions then log out and you should be able to log in to the accounts you want.
You will probably then need to message Billing Support to get the membership transferred over to the account you really want it on.
Instructions: Bought membership on the wrong account
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03-Nov-2020 12:46:37

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