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4 p.m. PDT update on 5/20

We have been making good progress with the EMP refunds and we are pretty confident that all refund process from this issue will be complete by the end of tomorrow (Thursday).

(Please note that refunds can take 3 to 5 business days to post, depending on the bank.)
Braccaus, All Elite Status purchases made during this occurrence did not process, and they have been refunded already (this may take a few days to be processed). We are adding 7 days of Elite Status time to the accounts that attempted Elite Status purchases during this occurrence and were charged for Elite Status without receiving them.
There is an with PayPal right now. :( Redirecting the current issue of 5/19 to the pinned thread here.
We're looking into this right now, thank you for letting us know.
Vec1ple, Could you tell me what error you ran into? I'm assuming you haven't gotten your Elite Status after trying logging off completely and restarting the launcher?

R1ck3y3, Did you receive the EMP you wished to purchase?
:o

Let me check this from our end.
Derk, For Elite Status purchases, you will get the automatic refund (which will take a few days), but you will need to try again if you wish to purchase Elite Status.

Waelcyrge, It sounds like you were charged 3 times when you meant to charge only one, twice with the credit card and once with PayPal. Am I understanding it correctly? If so, you will be getting a refund for all repeat purchases except the first one.

RitsuYuki, We're doing our best to refund them by the end of this week. Hang in there please! It takes a while because this is a case by case situation that we need to sort through.

EpsilonOblivion, There is no need for a Support ticket, so you may close it. :)
EpsilonOblivion on 05/18/2015, 04:10 PM - view
Whoa wait, what? Okay, let me just make sure I understand this Araya/Minea. We get the full refund for the unintended purchase(s) and get to keep the EMP?

Yes. Outside of the 1st EMP purchase, you will get a refund. But if you received EMP from the accidental repeat purchases (starting with 2nd purchase record), you will get to keep them.
Hi Gentlefaun,

Since I cannot discuss any account related things in an open post, I will email you via the support ticketing system.
(continuing from this thread)

Hello everyone,

On Saturday evening, May 16, our payment processing partner had an issue that prevented the delivery of EMP and Elite Status subscription following the purchase. This issue has been resolved, and here is the updated information on what happened and what actions we’re taking.

EMP Purchase

: : All delayed EMP purchases should have been automatically delivered by now.

: All delayed EMP purchases should have been automatically delivered by now.

• We are proactively refunding all EMP purchases outside of the 1st EMP purchase per account that has occurred during this time that EMP was not being delivered right away.

• For those accounts that had EMP delivered from unintended purchases, please keep it as a token of our appreciation for your patience. (You will still be getting the full refund of all repeat purchases outside of the 1st processed EMP purchase.)

• Our goal is to complete the refund process by the end of this week. Please keep an eye on this thread for the completion update. At this time, there is no action required on your part.

Elite Status Purchase

: All Elite Status purchases made during this occurrence did not process, and they have been refunded already. We are adding 7 days of Elite Status time to the accounts that attempted Elite Status purchases during this occurrence and were charged for Elite Status without receiving them.

• All Elite Status purchases should have been automatically refunded. These refunds may take 3 to 5 business days to post. User wanting Elite Status will need to repurchase it.

• The 7 days of Elite Status will be applied to accounts whether they have subsequently subscribed to Elite Status or not since the purchasing error was corrected.

• Our goal is to complete the refund and the 7-day Elite Status addition process by the end of this week. Please keep an eye on this thread for the completion update. At this time, there is no action required on your part.

Again, we are doing our best to complete the refund/7-day Elite Status grant process by the end of this week. Please keep an eye on this thread for completion update. At this time, there is no action required on your part.

Thank you for your patience.
Edited by: Minea 1 minute ago
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