Account Lock

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Originally Posted by Mathew

Yeah I'll ask for that next. She usually replies towards the end of the evening so I'm waiting for that. It's very annoying that this is the only route in which to get any form of help... useless. Any other ideas who I can contact?

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Have you tried one of the less busier staff on Twitter? Maybe don't directly tell them to sort your account out but instead inform them of the glitch in which you don't receive an E-mail and possibly link them to this thread? Asking someone like Paul will just get you a redirect to Customer Support, if you told a developer about the issue (but use it in general, not specifically to yourself) then they might look into it?

Just hope that Katharina gives you another staff member.

I reported a bug for it:

http://habbo.uservoice.com/forums/15...lock-is-broken

Hopefully they will see that @Mathew; @Intersocial;

Also, I have sent an email via the link given when reporting it, after it asked for information and failed again I extended the email and it hasn't come back saying it's failed as of yet.

@Samanfa; I voted for it :) x

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Originally Posted by Intersocial

Lol ikr. It's just ridiculous that they let her deal with account issues and ban problems. Usually customer support staff in other areas (such as stuff related to furniture) are much more useful. I genuinely thought she would have been fired a long time ago, especially after.... someone on here whose name I've forgotten.. showed a print screen of her not using an automatic template for a customer support reply and my God her knowledge of English grammar was shameful, it's hardly a surprise she only uses automatic replies @Mathew;


Mathew, try ask her to get you another customer support staff? :S

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I posted my screenshots of her before. The grammar was awful. She kept closing my tickets like 30 plus times and had the cheek to say she couldn't understand me. Finally I got someone else who apologised for the way she had dealt with it. Absolutely hate her. I specifically request not to get her.

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Originally Posted by Intersocial

Have you tried one of the less busier staff on Twitter? Maybe don't directly tell them to sort your account out but instead inform them of the glitch in which you don't receive an E-mail and possibly link them to this thread? Asking someone like Paul will just get you a redirect to Customer Support, if you told a developer about the issue (but use it in general, not specifically to yourself) then they might look into it?

Just hope that Katharina gives you another staff member.

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Hmmm, I don't really know who to contact so I'll hope @Samanfa; can help me with some links a little later on. I'll wait for a reply from Katharina first. Sounds good though, thank you! :)

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Originally Posted by Samanfa

I reported a bug for it:

http://habbo.uservoice.com/forums/15...lock-is-broken

Hopefully they will see that @Mathew; @Intersocial;

Also, I have sent an email via the link given when reporting it, after it asked for information and failed again I extended the email and it hasn't come back saying it's failed as of yet.

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Voted and commented, thanks. Ughhhhh.

I knew this would happen which is why I never took advantage of the account lock feature. Pls dont hack me.

sooooo, I assume player support don't respond on weekends? :P haven't received a reply on friday or saturday!

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Originally Posted by Mathew

sooooo, I assume player support don't respond on weekends? :P haven't received a reply on friday or saturday!

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They do work on weekends.

It works fine for me too, the mail just got into my gmail junk folder. It sounds a lot like you guys could have a problem with your email provider instead of Habbo... Did you try searching it, here's what the topic is:

Verify your Habbo login

And in the mail there's something like:

Hello, xx

We have detected an attempt to access your account from a new browser or from a new location. To protect your account, we have disabled critical functionality such as trading and changing your password or email address. To unlock your account, please click the button below.

Mines gmail too but it doesn't work

That's weird. Only problem I saw was that it got into my junk email folder.

FFS I am so dumb, I always thought 'starred' emails were like junk one, I didn't know Gmail had a spam thing too. LOL I have 42 emails in spam omg.

@Mathew;

Hihi Samanfa. Maybe you should tweet Paul or smth that they don't start wasting time fixing stuff they don't need to, they must be so busy atm due to this channel4 stuff.. Good to hear you found your email tho :)

@dudee; I must have tweeted Paul like 50 times no joke and he's replied to 2-3 lmao? Seriously he ignores me but can talk to people about random crap.

In my experience jumping into a new feature like this right away is a bad idea, you're basically asking for bugs.

Although the idea is nice it's probably going to take a while for Sulake to tune this properly. It shouldn't really be so harsh on user agents really, only if it's the same session with a different user agent should you be suspicious.

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Originally Posted by Samanfa

FFS I am so dumb, I always thought 'starred' emails were like junk one, I didn't know Gmail had a spam thing too. LOL I have 42 emails in spam omg.

@Mathew;

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You're unlocked then? Mine's with Yahoo.

So my ticket has been closed and I have received no help at all. Is Katharina a ******* idiot? Why is she such an ignorant little ****? This is absolutely ridiculous customer service. They are complete and utter morons.

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Originally Posted by Mathew

So my ticket has been closed and I have received no help at all. Is Katharina a ******* idiot? Why is she such an ignorant little ****? This is absolutely ridiculous customer service. They are complete and utter morons.

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No offense here, but I think you should be blaming yahoo instead of habbo. I think they are sending the mail, what can you do if your mail provider sucks :P

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Originally Posted by dudee

No offense here, but I think you should be blaming yahoo instead of habbo. I think they are sending the mail, what can you do if your mail provider sucks :P

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Exactly. What can you do? Well you can run over to Habbo and ask them to manully send you the unlock link or unlock it for you. It's their site so it's their issue. :P Oh, and they can give you some proper customer service instead of treating you like an idiot.

can't you just change your email for habbo and then try to get it sent again

nope, can't change email whilst it's locked!

My reply from Katharina on the new ticket..

"Hello,
Thank you for contacting Habbo.Please do not open additional or duplicate tickets. Your existing query will be dealt with by a Customer Support Agent as soon as possible. Should you wish to provide further information on your existing ticket, please reply to the email you were sent when you opened it, or click on "Check Your Existing Requests" on the Habbo Help Tool, where you can provide additional updates to your open tickets.

Yours,
Habbo.com Customer Support"

My reply sums up my feelings:

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Originally Posted by Mathew

You CLOSED my ticket, hence why I created a new one. Can you please read what I'm writing, please? It's simple manners.

Katharina, I would appreciate it if you could pass my query onto another Customer Support Agent, I am unsatisfied with this level of service.

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She is a joke. A complete and utter joke.

Kathrine is such a ***** lol, just sent it in right again and hope someone else answers!
is their customer support out sourced too?

Outsourced to the monkey enclosure at an Argentinian zoo by the looks of it.

@Mathew; I am intrigued to what the reply to your last message was/will be (about changing staff members). Let me know what it says :)

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Originally Posted by mdport.

@Mathew; I am intrigued to what the reply to your last message was/will be (about changing staff members). Let me know what it says :)

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"Hello Mathew,

Thanks for contacting Habbo. Please indicate us if you are still having these issues and also check your spam folder as it could be that you are receiving there your verification mail to unlock your account.

Also tell us if the trading feature is the only one that got affected after using the security lock. The last access to your account appears on our system the 2012-06-25.

Best,
Habbo.com Customer Support"


Slow progress, or false hope? :P

Mhm, well I wouldn't get excited too soon. Could just be Kathrina but using a different template she's been given. Well I guess it is progress though. You'll get there soon enough!

Be careful with the account locking.... I activated it, and instead of recieving a nice message asking me to verify my email, I received a perm ban suddenly. No warning. I didn't even change browsers, had been logged in all day!

http://i.imgur.com/W5Jey.jpg

Careful people!

I'd logged into a different laptop a few weeks back (in the same room) and I was greeted with a message saying "please verify your email".

So I logged into my email, found the Habbo email no problem, clicked the "Verify Account" button, and hey presto, everything was fine.

This is different though. I hadn't had a warning, I've been on the same laptop as I ALWAYS use. I didn't get a warning, or another verification email, just a sudden permanent ban.

I've tweeted several of the Sulake staff.

I've also reported to Help Tool, and got an automatic reply like 10 mins later.... from.... KATHARINA. FFS...

I'm waiting to hear back from her, that was 5pm yesterday, so maybe... next month I'll get an incoherent irrelevant response, and the ticket will be closed. Yay!

My ticket has been open 11 days now and I'm still waiting for a reply.. :P!

I'm not STICKING UP for habbo here (well maybe I am) but they have a huge number of problems, focusing on the mute stuff and a lot of people seem to be having this account lock problem so be patient guys, might take longer than usual! Took me 8 days to get a reply about recovering an account, I'd expect this to be much longer than this!!

Are you able to check your existing requests, even if you're banned? I can't! It just tells me to log in. If I log in, it tells me I'm banned, or takes me to the Character Selection page, for some random reason....

Only contact with the help tool I have is via email!

---------- Post added 28-06-2012 at 03:36 PM ----------

Paul is online now on Twitter.... I'm going to try getting hold of him, but I think he's blocked me haha.

Reply from Katharina after I prompted her:

Hello Mathew,
Thanks for contacting Habbo.
We are aware of this issue and our Technical Department hopes to have it fixed very soon. Thank you for your patience.

Best,
Habbo.com Customer Support

Quote:

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Originally Posted by Mathew

Reply from Katharina after I prompted her:

Hello Mathew,
Thanks for contacting Habbo.
We are aware of this issue and our Technical Department hopes to have it fixed very soon. Thank you for your patience.

Best,
Habbo.com Customer Support

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I'm so proud of you for finally getting a decent response!!! XD

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Originally Posted by Intersocial

I'm so proud of you for finally getting a decent response!!! XD

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Well it's not that decent, as I replied...

Hi Katharina,
Other Habbos are getting their unlock emails so it seems to be an issue with me alone rather than a lot of people. I'm wondering if you could go ahead and unlock my account manually (or give me the link) because the unlock email (with the link) still isn't coming through to my Yahoo account.

Thanks,
Matt

It's a bit depressing how I need to spell everything out for her due to her lack of understanding on the issue.

Quote:

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Originally Posted by Mathew

Well it's not that decent, as I replied...

Hi Katharina,
Other Habbos are getting their unlock emails so it seems to be an issue with me alone rather than a lot of people. I'm wondering if you could go ahead and unlock my account manually (or give me the link) because the unlock email (with the link) still isn't coming through to my Yahoo account.

Thanks,
Matt

It's a bit depressing how I need to spell everything out for her due to her lack of understanding on the issue.

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Hm I agree she could have at least sent you an unlock email (would solve the whole thing immediately ;l) but it's good that the problem's being fixed in case of future occurrances. Wow I'm not correcting occurrances. If occurred is correct, that is :l

But yeah Katharina is very clueless^

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Originally Posted by JessiJames

Are you able to check your existing requests, even if you're banned? I can't! It just tells me to log in. If I log in, it tells me I'm banned, or takes me to the Character Selection page, for some random reason....

Only contact with the help tool I have is via email!

---------- Post added 28-06-2012 at 03:36 PM ----------

Paul is online now on Twitter.... I'm going to try getting hold of him, but I think he's blocked me haha.

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What I'd do is try appeal via the anonymous way if you have your email address, it will give you the reply there and hopefully they will unban you in one time, if not then i dunno what to suggest.

WELL I FEEL LIKE A NUMPTY... COME ON @Intersocial; LAUGH AT ME ;l!!!

turns out the emails were coming through. i started wondering if the issue was with my yahoo account, so i sent myself a test email and it didn't come through. i started messing around in settings and noticed that instead of the "pop3" box being ticked, it was forwarding the emails to my alternative email (i don't remember setting this up but it looks like it was!)... this meant that the emails were going directly to another email account. now this second email account, i usually get sent to my outlook and my phone, so obviously emails that go into spam wouldn't show up. so there i had loads of emails sat in the spam folder of my secondary email.

I CAN TRADEEEEEEEEEEEEEEEEEEEEE!!

still annoyed at Katharina's lack of assistance nonetheless.

Quote:

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Originally Posted by Mathew

WELL I FEEL LIKE A NUMPTY... COME ON @Intersocial; LAUGH AT ME ;l!!!

turns out the emails were coming through. i started wondering if the issue was with my yahoo account, so i sent myself a test email and it didn't come through. i started messing around in settings and noticed that instead of the "pop3" box being ticked, it was forwarding the emails to my alternative email (i don't remember setting this up but it looks like it was!)... this meant that the emails were going directly to another email account. now this second email account, i usually get sent to my outlook and my phone, so obviously emails that go into spam wouldn't show up. so there i had loads of emails sat in the spam folder of my secondary email.

I CAN TRADEEEEEEEEEEEEEEEEEEEEE!!

still annoyed at Katharina's lack of assistance nonetheless.

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Yes, your quote was funny when you realised. Especially you telling me to kiss you glad you got it back and at least I wasn't the only silly one :P.

Quote:

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Originally Posted by Mathew

WELL I FEEL LIKE A NUMPTY... COME ON @Intersocial; LAUGH AT ME ;l!!!

turns out the emails were coming through. i started wondering if the issue was with my yahoo account, so i sent myself a test email and it didn't come through. i started messing around in settings and noticed that instead of the "pop3" box being ticked, it was forwarding the emails to my alternative email (i don't remember setting this up but it looks like it was!)... this meant that the emails were going directly to another email account. now this second email account, i usually get sent to my outlook and my phone, so obviously emails that go into spam wouldn't show up. so there i had loads of emails sat in the spam folder of my secondary email.

I CAN TRADEEEEEEEEEEEEEEEEEEEEE!!

still annoyed at Katharina's lack of assistance nonetheless.

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Actually dying in real at you. You're such a fool. So it's actually YOUR fault for not being able to spend all those pixels? :)

Katharina is crap though, yes.