Official Statement on Payment Methods

ZOS_JessicaFolsom

Below is an official statement we released about the different payment methods we offer, and some specific details about non-recurring options:

We care about our customers and have been upfront in informing everyone that The Elder Scrolls Online is a subscription game -- an online game requiring a paid subscription to play.

Every customer that purchases the game receives 30 days of play included. Upon registration, customers are required to choose a payment method for the subscription fee associated with game play beyond the first 30 days of service.

Customers who choose to pay for a subscription with a recurring payment method, such as a credit card, are advised they will not be charged until the first 30-days of use included with the purchase of the game expire. Further, they are informed that they can cancel their chosen payment method up until the first 30-days included with the purchase of the game expires.

In order to give our customers the most flexibility in how they pay for their subscription, we also offer non-recurring payment options, such as Webmoney and iDeal.
Customers choosing to use a non-recurring payment method for a one-time subscription purchase are advised they will be billed immediately for subscription and that their purchase is final. Customers who utilize these non-recurring payment methods will receive immediate access to the 30 days of use included with the purchase of the game plus the additional amount of time associated with the subscription plan they selected – e.g. 30, 90 or 180 days.

Even though we made clear how the non-recurring payment option worked, despite our caution, some didn't understand or were confused. Because this non-recurring payment option has caused some confusion, on a case by case basis, customers who have already made a subscription payment using GiroPay, WebMoney, iDeal or Paysafe prior to 11th April, and who are still playing Elder Scrolls Online within the 30 days of game time included with the initial purchase, may contact our customer support team and request a return of funds for the amount of the subscription payment.
We are currently re-evaluating the GiroPay, WebMoney, iDeal or Paysafe non-recurring payment methods and as such have removed them as a payment option for the time being.

Goibot

@ZOS_JessicaFolsom
For people buying this now, you should make it clear;
1. In order to play their included 30 days they will have to create a subscription.
2. Any recurring subscription will place a hold for the FULL PRICE of the subscription fee on your credit card.

If these 2 items were spelled out in layman's terms up front you would avoid a whole bunch of hate. As it is #1 is as plain as mud and #2 is never mentioned. I want to play with a happy community not what you are creating.

Saerydoth

The authorization hold makes sense. This is one way that helps keep gold sellers out of the game. Of course, it doesn't stop them if they use stolen credit cards, but it is still something that is necessary in a game like this.

People should educate themselves on how authorization holds work. They work the same way, for all merchants, no matter where you do a purchase from. While it isn't Zenimax's (or any other retailer's) job to explain how authorization holds work, it still might help to provide this link explaining the process.

http://en.wikipedia.org/wiki/Authorization_hold

Lots of people freak out when they see a pending charge because they don't know what it is.

silvestru_liviueb17_ESO

@Saerydoth you still don't get it...

Saerydoth

silvestru_liviueb17_ESO wrote: »

@Saerydoth you still don't get it...

I get it perfectly. I used to work for a bank, so I know how pending charges and authorization holds work. And people need to educate themselves on the process before they blame a merchant for something they have no control over.

Feranth

I understand why you are removing the payment options for now, but you are instead creating another problem.

I mentioned this in an earlier topic, but most people in the EU don't have a Credit Card nor do they choose to have PayPal. By removing these payment methods, EU players are basically alienated unless they have a Credit Card or PayPal. About 80% of the people in Europe (rough estimate, differs per country, some higher, some lower) as such, will now -not- be able to play The Elder Scrolls Online.

Once again, I understand you are taking them down now and you're evaluating some more firm disclaimers in the shop pages, but I stress that these payment methods -must- return. Especially since many of us have bought the game with assumption that we are able to actually pay for our subscription. I did too, I'd have never bought TESO if I wasn't able to pay with iDeal. But I was able to, and now I play the game. Me, and a lot of other Dutch players, will be very unhappy campers if the payment method is permanently removed.

As such, I'd like to ask what your plans are: You mention the payment methods are 'evaluated'. Does this mean they will return? We do need this information, especially potential customers to which this is a make or break decision.

Terminus

It's great that people have the option to get refunds if they aren't interested in extending their membership; sometimes people are forced to change their membership status, even if they wish to continue playing.

I still think it's silly how upset some people are getting over providing their credit card information. I've provided my information and then immediately canceled my subscription for products I planned to use short-term.

Don't have a credit card? Neither do I, I use debit.

Caelo

Well that sucks.. I was going to buy the game tomorrow evening when I had time to go to the shop. I guess now I won't. I can't pay wit a cc because I don't own one, nor do I want one (this is actually quite common in this country). I also can't pay with paypal because they are being a *** over something that happened way back. So unless there are other options I won't be able to play the game jeeh!
I really hope you guys will re-enable the non-recurring payment methods soon so I can buy your lovely game and play again.

otomodachi

"Even though we made clear how the non-recurring payment option worked, despite our caution, some didn't understand or were confused." seems kind of insulting.

Like, every word of this seems to scream "This is not our fault, you just didn't understand."

Soliduparrow

How can your company read a 2.4k comment thread of angry customers and still completely miss the point of why people are upset. This doesnt look good for the future of the game if Zenimax doesnt have the ability to understand the players.

Laura

will there be pre-paid cards at any point?

Feranth

Laura wrote: »

will there be pre-paid cards at any point?

This is a good suggestion. Instead of offering non-recurring payment methods in account management, create an option to buy 'game time codes' online in the store. Everyone's happy that way.

NightDragon

Laura wrote: »

will there be pre-paid cards at any point?

I would totally like to have pre paid cards. since I'm so use to using them.

ZOS_JessicaFolsom

basketball_rickyb16_ESO wrote: »

Laura wrote: »

will there be pre-paid cards at any point?

I would totally like to have pre paid cards. since I'm so use to using them.

Yes, game time cards should be available at Best Buy and GameStop some time this week. Target and Walmart will also be getting them, but we do not currently have a confirmed ETA from them.

Skirmish840

Yup the point was missed, you held our money, 2 or 3 days for authorisation not 7 or 8 days, you should never have held $15 either, only the standard 1 cent or 99 cents at the most..

blackevil86

guess i'll go waste the PSC i bought on some free to play crap... it's more fun when you can actually play the game.

Litvan

ZOS_JessicaFolsom wrote: »

We are currently re-evaluating the GiroPay, WebMoney, iDeal or Paysafe non-recurring payment methods and as such have removed them as a payment option for the time being.

In that case, pardon my "french"
Well thank *** I bought 90 days worth of gametime then using paysafecard!
- I don't have a creditcard.
- I don't plan on getting one.
- IF I had one, I'd never be stupid enough to give you guys the info due to the way you mucked up the whole sub-plan and not spelling it out in plain english from the get-go.

As my only option atm is paysafecard then, if you haven't enabled that option again in some 3 months time, why thanks! I just hope that you've actually sorted the whole issue of dealerships actually recieving gametime cards so that I can go to a store and buy a physical card with a code on it.

7788b14_ESO

I play a lot of MMO's and they've always ask for billing after the 30 day free play and have never charged in advance of the 30 day period ending even if the money is refunded until it's charged later. Who did they put in charge of billing?

augustgrace

You know when would have been a good time to be clear about payment methods/policies? BEFORE launch, not nearly two weeks after.

You know when time cards should have been ready? Launch

You know who's responsibility it was to discharge the nature of the authorization charge? Zenimax

This information is both belated, and fails to address the majority concerns around how subs have been handled thus far. Add to that the snarky tone that suggests the issue rests on the shoulders of your customers, rather than your own through either inexperience or incompetence.

While I am enjoying the game, and hope to do so for months/years to come, I'm definitely wary over how communication has been handled, and the shady manner in which subs have been managed thus far.

silvestru_liviueb17_ESO

7788b14_ESO wrote: »

Who did they put in charge of billing?

A bot.

Vyndeleron

silvestru_liviueb17_ESO wrote: »

7788b14_ESO wrote: »

Who did they put in charge of billing?

A bot.

no they were able to hire Bernie Madoff... cause they madoff lot of money

http://www.youtube.com/watch?v=bcYppAs6ZdI

Rastaban

With all due respect, ZOS, you are fully at fault for the confusion. But at the same time, things happen. It's to be expected. It sure did cause people distress though.

It's assumed that pre-authorizing accounts is for $1, ZOS temporarily "charged" for the full amount of the subscription. The longer the sub, the more is charged temporarily to the card. So basically the more sub you commit to, the more you get "punished" with the pending charges. For example, if you commit to a one month subscription, you will probably see a charge for about $14.99 on your account but if you committed to a 3 month sub, you would see a pending charge of $41.97 on your account. And for 6 months, or a year, that's an excessive pending charge... and for no real purpose. It really shouldn't matter how long you commit to pay the sub. Everyone should be pre-authorized for the same amount.

Some people don't have the money in their account. They were blindsided by the unexpected pending pre-authorization charge and rightly so, if that charge is excessive. It was a big mistake on the part of ZOS to assume that everyone would have that money readily available at any time of the month, without warning. In other words people need to be clearly informed before you charge their accounts, even for temporary pre-authorization charges. You have people agree to not be charged until their 30 days expires when they set up the sub but there you go, immediately charging people anyway -- even if it's temporary, it's a mistake. Inform people first and then you won't have problems like this because people will know what to expect.

So, ZOS didn't give people a head's up that there would be these excessive pending charges on their bank statement for a couple days. Telling people their cards will not be charged is problematic. It would be best to inform people if you are going to pre-authorize for any amount. If you haven't done so yet, ZOS, you should get to it on the sub management page, stat.

So to sum it all up, ZOS you should: 1) Better inform people while setting up a sub plan that they will be charged X amount pending temporarily on their accounts and 2) all pre-authorization charges should be the same amount for everyone (and not excessive). $1 would work.

to ZOS even if you screwed the pooch on this one.

alexw12381ub17_ESO

in the u.s Pre-Paid cards come out on the 28th

McNicholas10

My problem is that they still have a hold on my 14.99 pre-auth, been 10 days so far. Between now and may 5th (when my sub renews) I get two paychecks, but I have bills to pay this week, and that money would be really helpful. I'm on hold with CS now, been 25 minutes.

nickroc

nice, and being in the US I am almost required to have a CC, so this isnt game breaking for me... the fact that I spend 10 - 20 minutes in the forums wasting time while a zone loads does effect my game enjoyment.

Get your *** together.

Lina

If You have subscribed for an automatic subscription renewal, You agree that ZEL may continue charging You on an automatic recurring basis for Your current subscription preferences unless You cancel Your subscription at least thirty (30) days prior to the expiration of the subscription.

Nothing about this?

Arsenic_Touch

The issue people have with the system has been spelled out numerous times and this post is evident that they still don't get it. Which is odd because customer support can help players bypass the very issue they were "confused" about.

Bansheedragon

Saerydoth wrote: »

silvestru_liviueb17_ESO wrote: »

@Saerydoth you still don't get it...

I get it perfectly. I used to work for a bank, so I know how pending charges and authorization holds work. And people need to educate themselves on the process before they blame a merchant for something they have no control over.

No you still do not get it.
Contrary to your belief it is not the actual authorization charge people are angry about, people actually understand this.

What people are angry about is this.

1. That there is no mention of them doing it much less that they actually put a full month subscription on hold for varying amounts of time.
2. They will deny you access to the free 30 days that you already paid for unless you commit to a sub plan and pay their exorbitant authorization charge.
3. People who dont have a CC or other methods of paying for a sub, or dont have money available at them time of adding their game code will not be able to play for the free 30 days until they have money.
4. There are little to no communication from ZOS, and what little information we do get are vague at best and only serves to strengthen peoples suspicions and anger.

Some people live from paycheck to paycheck, and will have budgeted for the monthly subs from the time the free 30 days ends, but not before that time which is the reason many dont have the money to pay for it right now.
And it dont help that the game time cards they offer as an option was not even available when the game launched.

What they should do is allow people to play for the 30 days and then just suspend the account after that time until such a time that people pay for additional gametime.
I frankly dont see why they need to have people set up a sub before the 30 days are up, its completely unnecessary to do.
Anyone who wants to play beyond the 30 days will choose to pay for additional gametime, they do not need to be forced to do so.

Vyndeleron

Arsenic_Touch wrote: »

The issue people have with the system has been spelled out numerous times and this post is evident that they still don't get it. Which is odd because customer support can help players bypass the very issue they were "confused" about.

Really!?

Manus

Terminus wrote: »

It's great that people have the option to get refunds if they aren't interested in extending their membership; sometimes people are

forced to change their membership status, even if they wish to continue playing.

I still think it's silly how upset some people are getting over providing their credit card information. I've provided my information and then immediately canceled my subscription for products I planned to use short-term.

Don't have a credit card? Neither do I, I use debit.

Here are a couple of reasons.

http://money.cnn.com/2014/01/15/pf/new-cards-hack/
http://en.wikipedia.org/wiki/PlayStation_Network_outage

Then there is this one of particular interest.

http://venturebeat.com/2011/06/13/lulzsec-bethesda-hack/

So its not to "silly" to have concerns about security in general and
based on how things have gone thus far. Well not much more to add to
that.

Mujuro

Skirmish840 wrote: »

Yup the point was missed, you held our money, 2 or 3 days for authorisation not 7 or 8 days, you should never have held $15 either, only the standard 1 cent or 99 cents at the most..

My guess is that ZOS is playing the float.