Announcement Regarding Subscription Issues - 06/04/09

Today we were met with some account access challenges with regards to the cessation of billing process for the eventual closure of The Matrix Online servers. Active MxO customers were informed that June 1st was the cutoff date for active subscriptions to be eligible to participate in the world ending events (as outlined in the e-mails notifications that were sent out to active subscribers when the service closure was announced).  When word of the announcement spread, many players took this as an opportunity to hop in and subscribe one last time to spend time with friends and server-mates in The Matrix Online.

When service to those that subscribed prior to the June 1st date was removed today, there were many players who were left wondering what happened and what all was going on.  Unfortunately, there was an issue where accounts that subscribed after May 27th and before June 1st lost their MxO access.  Also, due to some technical issues, some customers were able to subscribe after the June 1st cutoff date up until the 4th and these accounts lost access as well.

We are pleased to announce that those who were able to subscribe prior to the removal of the subscription page will be able to participate in The Matrix Online until it’s official closure on July 31st at 11:59PM PDT.  We are currently in the process of re-granting access to the accounts that were able to successfully subscribe between May 27th and June 4th and will have those folks back in game as soon as possible. 

There is no need to contact customer service regarding the reactivation as we have a complete list of accounts that fell into the categories mentioned above and all accounts on this list will be flagged when the process is completed. We do not expect to encounter any further issues with this as the subscription process for MxO is now officially closed.
 
We’d also like to extend our apologies to our MxO community regarding the challenges of today and let you know that we appreciate your understanding and patience while we sorted everything out.

\o/

Yay! Old faces can come back!

A Corruptor-sized THANK YOU to  Raijinn, Virrago and Walrus for riding this out for us and getting everything squared away.  Reinstatement of everyone who resubscriped even after June 1st is more than I had hoped for.

Thank you for the official reply. And thank you for being patient with us

Thank you for sorting this out! I know you guys had to deal with a lot today, but you all handled it like champs and it is much appreciated!

My 2-day old trial account isn't getting access either.

Yay, there is a miracle! Thank you!

Yes, thank you Virrago, Joel, and Walrus for this information regarding our accounts. Now lets get to some real issues like what am I going to wear during the parties!

Vesuveus wrote:

My 2-day old trial account isn't getting access either.

We've actually mentioned that this only applies to accounts that have successfully subscribed to The Matrix Online so trials won't be included. Sorry!

Raijinn wrote:

Today we were met with some account access challenges with regards to the cessation of billing process for the eventual closure of The Matrix Online servers. Active MxO customers were informed that June 1st was the cutoff date for active subscriptions to be eligible to participate in the world ending events (as outlined in the e-mails notifications that were sent out to active subscribers when the service closure was announced).  When word of the announcement spread, many players took this as an opportunity to hop in and subscribe one last time to spend time with friends and server-mates in The Matrix Online.

When service to those that subscribed prior to the June 1st date was removed today, there were many players who were left wondering what happened and what all was going on.  Unfortunately, there was an issue where accounts that subscribed after May 27th and before June 1st lost their MxO access.  Also, due to some technical issues, some customers were able to subscribe after the June 1st cutoff date up until the 4th and these accounts lost access as well.

We are pleased to announce that those who were able to subscribe prior to the removal of the subscription page will be able to participate in The Matrix Online until it’s official closure on July 31st at 11:59PM PDT.  We are currently in the process of re-granting access to the accounts that were able to successfully subscribe between May 27th and June 4th and will have those folks back in game as soon as possible. 

There is no need to contact customer service regarding the reactivation as we have a complete list of accounts that fell into the categories mentioned above and all accounts on this list will be flagged when the process is completed. We do not expect to encounter any further issues with this as the subscription process for MxO is now officially closed.
 
We’d also like to extend our apologies to our MxO community regarding the challenges of today and let you know that we appreciate your understanding and patience while we sorted everything out.

Will we all still get 60 days in another SOE game after MXO closes? I've been wanting to play SWG but subbed on june 03...

Oh cool, thanks guys.

DooRDie wrote:

Raijinn wrote:

Today we were met with some account access challenges with regards to the cessation of billing process for the eventual closure of The Matrix Online servers. Active MxO customers were informed that June 1st was the cutoff date for active subscriptions to be eligible to participate in the world ending events (as outlined in the e-mails notifications that were sent out to active subscribers when the service closure was announced).  When word of the announcement spread, many players took this as an opportunity to hop in and subscribe one last time to spend time with friends and server-mates in The Matrix Online.

When service to those that subscribed prior to the June 1st date was removed today, there were many players who were left wondering what happened and what all was going on.  Unfortunately, there was an issue where accounts that subscribed after May 27th and before June 1st lost their MxO access.  Also, due to some technical issues, some customers were able to subscribe after the June 1st cutoff date up until the 4th and these accounts lost access as well.

We are pleased to announce that those who were able to subscribe prior to the removal of the subscription page will be able to participate in The Matrix Online until it’s official closure on July 31st at 11:59PM PDT.  We are currently in the process of re-granting access to the accounts that were able to successfully subscribe between May 27th and June 4th and will have those folks back in game as soon as possible. 

There is no need to contact customer service regarding the reactivation as we have a complete list of accounts that fell into the categories mentioned above and all accounts on this list will be flagged when the process is completed. We do not expect to encounter any further issues with this as the subscription process for MxO is now officially closed.
 
We’d also like to extend our apologies to our MxO community regarding the challenges of today and let you know that we appreciate your understanding and patience while we sorted everything out.

Will we all still get 60 days in another SOE game after MXO closes? I've been wanting to play SWG but subbed on june 03...

It is possible but that script hasn't been run yet so we'll have to see. I believe that will be the case though.

So what happens to those that got offered refunds after speaking to the TSR's today?

oblivions wrote:

So what happens to those that got offered refunds after speaking to the TSR's today?

Any time that is left on your account after June 1st will be returned back to you via refund. You'll also be able to play until July 31st so that's pretty much where we're at on everything.

Many thanks for your answer Raijin , btw. my account now works

Another Question : i had subscribed at 1th June, but i was billed with subscription fees (so was that right, that subscribers after 1th June can play for free until the end ?).

Another Question to the following part of the announcement :

"with regards to the cessation of billing process for the eventual closure of The Matrix Online server"

Does this means that eventual there is a chance that MxO still stays online?
Sounds like the big resonanz of old players should make you thinking about a new solution ?

AfterWhoruNeo wrote:

Many thanks for your answer Raijin , btw. my account now works

Another Question : i had subscribed at 1th June, but i was billed with subscription fees (so was that right, that subscribers after 1th June can play for free until the end ?).

Another Question to the following part of the announcement :

"with regards to the cessation of billing process for the eventual closure of The Matrix Online server"

Does this means that eventual there is a chance that MxO still stays online?
Sounds like the big resonanz of old players should make you thinking about a new solution ?

Yes, to play to the very end of the game, you had to be subscribed in some fashion by June 1st.  If your subscription was up later in the month (IE June 20th) you will get refunded for June 20th for the matrix online, and you will still have access to MxO til the server shut down.  If you weren't subscribed at all you won't be included.

what they mean by "eventual" is that it will happen.  they are not going to keep the game open for free past the timeline specified.  they used that word cause eventually they will close the servers, but it won't be right away.

Trayden wrote:

AfterWhoruNeo wrote:

Many thanks for your answer Raijin , btw. my account now works

Another Question : i had subscribed at 1th June, but i was billed with subscription fees (so was that right, that subscribers after 1th June can play for free until the end ?).

Another Question to the following part of the announcement :

"with regards to the cessation of billing process for the eventual closure of The Matrix Online server"

Does this means that eventual there is a chance that MxO still stays online?
Sounds like the big resonanz of old players should make you thinking about a new solution ?

Yes, to play to the very end of the game, you had to be subscribed in some fashion by June 1st. If your subscription was up later in the month (IE June 20th) you will get refunded for June 20th for the matrix online, and you will still have access to MxO til the server shut down. If you weren't subscribed at all you won't be included.

what they mean by "eventual" is that it will happen. they are not going to keep the game open for free past the timeline specified. they used that word cause eventually they will close the servers, but it won't be right away.

You pretty much nailed it there Trayden, fact is the July 31st date is still the firm date.

Okay, i understand what is meant...it is the official date, and we must expect that there the servers are down from the situation right now.

But there could be a possibilty that something changes, what nobody knows that something could happend to mxo. *sry for my bad english*.

Thanks guys! I'm glad I get one last taste of MxO.

Thanks Mr Raijinn.

You are a gentleman and a scholar.

On behalf of SOE, we wanted to thank our MxO community for their interest in joining their friends in the final days of The Matrix Online.We are happy to confirm that we were able to accommodate those that came back into MxO and re-subscribed between May 27^th and June 4^th.As part of this re-activation you will now be able to play through the end of the service on July 31, 2009.

We’ve had some questions regarding subscription refunds for the folks that were able to reactivate their accounts during the timeframe listed above and wanted to address them.

As with subscribers that were active at the time of the announcement, prorated refunds (from the June 1^st cutoff date) will be processed for the accounts that subscribed between May 27^th to June 4^th. These refunds will be removed from the valid credit card on the account and if there is not a valid credit card on the account, we will initiate processing and mailing of a check to be received on or before October 2009.

Additionally, these accounts are being extended the same trial offers that were extended to active MxO subscribers at the time the closure announcement was made.Station accounts that fall into the categories above will have full paid subscriber status to the following SOE massively-multiplayer online PC games at no cost between June 1, 2009 and July 31, 2009:Free Realms™, EverQuest®, EverQuest II®, and Star Wars Galaxies™.(Please understand that this play time cannot be used as a credit toward any subscription or membership, including a Station Account Access subscription.)

We truly appreciate your loyalty to The Matrix Online and hope that you can find a new home in another SOE game.

Many Thanks for your statement Virrago.
As i dont used a credit Card (Bank Transfer) i should get a mail i think.

Another Question i have : for players that want come back from now (to last jack-in in the matrix online) are they able to subscrib ? or is this complete disabled ?

W000000t!!

Considering my... somewhat "special" situation, I already started worrying that it was over.

Thanks!