Account Sub not renewing properly

[muted stratus]

My friend and I are having issues with our account subs. it keeps unsubbing our accounts and not renewing properly. We've had to remove and readd our accounts to the sub multiple times the last few months.

[stone maple]

Another thing is i tried hooking other people to the sub but then it just kept saying that it was being paid already, even though i logged in through different mails, tried this on both pc and ios

[little granite]

It’s a sign that u need to buy a $99.99 battle pack first

[muted stratus]

might i also add looking into how subs work with logging into another account on a device that has subs.

why does it auto add the account if there is space to a subscription?

[scenic gate]

@ivory stag

[scenic gate]

Can you provide us more details on this issue?

[muted stratus]

the last few months, when the sub is suppose to renew because its on auto renew, im assuming, the person who pays for the sub is @stone maple , it doesnt renew the account and unsubs the account. we then have tried to remove the account from the sub and readding the account to the sub which has worked sometimes or other times it will say the account already has a sub and cannot be added

[muted stratus]

as for the other comment in regards to logging into a device that paid for the sub. when i had a friend look over my ship to help iron out my ai, i had been removed from ragnaroks sub. my account then got binded and paired to that persons sub service becasue they had open spots. it wasnt intentionally added and only happened because of the device.

[scenic gate]

this is weird. You didn't change the app store account that's linked to your device right?

can i know what platform u are using when this happens?

[muted stratus]

my accounts are either on android or through browser on ios mac

or steam

i mean i linked all the things lol becasue i also play on a lenovo legion laptop

[scenic gate]

and are the APP STORE accounts on those devices linked to your own, and not other ppl's?

[muted stratus]

its the account thats linked to steam thats having the issues

[scenic gate]

right

[muted stratus]

it also sometimes gets played on andriod on my phone

but i have accounts that are on the browser that dont have any issues which also switch onto the phone sometimes

[scenic gate]

this was important info because Steam handles subs differently from other platforms

i think probably the main issue is due to you guys sharing access to each other's accounts

and its causing problems on the server end

as subscriptions are linked to app store accounts that tied to your individual devices, but you guys are logging into other ppl's accounts on your own device

[muted stratus]

it only happens at the end when the sub is suppose to renew but it doesnt. i dont think it has anything to do with sharing accounts info to see how each other ships are doing

[scenic gate]

the thing is because ur subscription might have switched over to someone elses subscription, when it comes time for YOUR subscription to renew, it wouldn't include that account as its already been unlinked from your current sub

[muted stratus]

that may be the situation this month but what about the previous few months before i had shared my account with 3rd party and was still only using the sub provided by @stone maple there was still issues with the sub "ending"

i have no issue naming the 3rd person i shared my account with because its within my fleet and it was for a top 100 player in our fleet to give me pointer on my ship

and its also not just my sub. ragnarok is having sub issues with the other alts and accounts

[muted stratus]

@stone maple are you still having issues?

[muted stratus]

and the account has again been knocked off a sub...

different sub too

not even ragnaroks

[muted stratus]

i wonder if savy has ever had credit card chargebacks because the service being provided isn't being rendered

[scenic gate]

Sorry we've been abit busy on our end. I'll try to push the team to look into this

[ivory stag]

@muted stratus Can you share your username, your friend's username, and any alt accounts please?

[muted stratus]

I only have 1 account that's involved that's having this issue. But its been passed around to 3 different subs and all of them just "end" and doesn't renewed along side the other accounts on the sub service.

[ivory stag]

Is it "Theodin41" ? and do you know other usernames in different subs by any chance?

[muted stratus]

the username for the account being effected on my end is "Theodin41"

but you'll have to wait for ragnarok to wake up. hes asleep right now in his timezone

the only account of his that i know the name of is the one you see on your server.

[ivory stag]

Thank you for your info. I am looking into it at the moment. I will update you once I find any clues

I can see these accounts are in your sub group:
TheodinPrime
Theodin41
TheNoodleGod
HotShot7039
Armand2703

@stone maple has a different sub group, and it includes following accounts:
tDva
L'z Vicious
L' Ragnarök
Capt. Geno

do you log in to any accounts that are not in your sub group ?

and do you log in to an account that are not in your sub group when your subscription is expired ?

@muted stratus

[muted stratus]

I was in a different sub group the previous month. I changed to this sub group because it ended and I wasn't about to include someone else in this debacle

I do have access to other accounts in the sub group I am in now but I had to remove an alt so my main could have the sub

[muted stratus]

I would normally be in this group. I removed an alt in the now group so my main can have a sub

You'll see that "Noodlet" was removed so that "Theodin41" could be added.

[ivory stag]

do you think if an account has expired subscription, should server just leave it as is, and don't change to a sub group with an active subscription?

[muted stratus]

im not sure i understand what you mean

[ivory stag]

You mentioned that it keeps unsubbing your accounts, so I am not sure it does that when your subscription is expired or it's still active?

[muted stratus]

the 3 people ive hopped subs with are Ragnarok, Noodle, and Robecap. all 3 of these people pay for a renewing sub which covers 5 accounts

robe only has i think 3 or 4 subs on his and when he logged into my ship to have a look over my ai (because hes my gunship mentor), i was auto added to his sub for last month but when it "ended" i didnt get a renew

so when i wasnt renewed, ive now added myself to noodles sub group and dropped an alt

[ivory stag]

so if your account is in a sub group, it should never be assigned to another sub group, unless you do it through the portal?

[muted stratus]

you tell me...its your game and your service

ive been "kicked off" a sub that shouldnt be becasue it has renew?

[ivory stag]

i need more details within these 3 groups, such as if there all still have active subscriptions, or any of them has subscription expired

[muted stratus]

as far as i know, robe hasnt had any issues with his accounts or subs, neither has noodle

only ive been effected and ive had to hop around

[ivory stag]

@scenic gate just tag you so you can have an input

[muted stratus]

but it shouldnt matter beasue people add other people to their open slots all the time with no issues

[ivory stag]

and you don't actively renew the subscription, is it correct?

[muted stratus]

i personally do not pay for a sub. ive simply been added to other people who have a slot

and they pay for the sub

[ivory stag]

Thank you, that info helps a lot.

[muted stratus]

and all 3 have renewing subs

tbf, i wasnt having issues until a few months ago(like 4 months back) so ragnarok removed me from the sub and readded me and it seemed to work like i stated at the beginning of the thread

but March it broke everything and a bunch of his subs stopped working

and hes just been quiet because he doesnt know how to talk about it and it doesnt help your team hasnt been very responsive

its kinda stupid i had to hint at what i said early to get a serious response

and by all means ragnarok should be compensated since a montly service hasnt been provided as intended

[scenic gate]

Technically this is supposed to be an issue that is reported via #support-ticket so the CMs can assist you, as here we as devs aren't obligated to respond regularly as we are quite busy. In future please log any account/subscription related issue to support instead of the bug report channel

[muted stratus]

Del and Llama have tried to assist me. If i recall correctly, I was told to make a bug report because this is a bug? You want me to talk about other bugs like modules and repairing them?

why is my account being singled out when there are loads of others who also use other's sub services becasue they have open slots? and this sub group isnt the only group im having issues with

like i stated, ive had issues with ragnarok and now also being taken off of robes sub because it didnt renew like the other accounts and now we're going to see what happens with noodles group but now his alt is being effected and without a service

[scenic gate]

We're not entirely sure why this is happening to your account atm. From our process, the only time when we would remove someone from a subscription group is if that subscription group already has more than 5 linked accounts and your device is trying to link another one to it, which is what it would do if you logged into a device that has a linked subscription currently

Can you confirm for sure that you are not logging into an account via a device that is linked to an existing active subscription(that isn't the same subscription as the account is on) when this issue occurs?

[muted stratus]

none of my devices have paid for a sub before. i have logged into accounts that do have active subs on other devices, on my device.

i use pc, mac, and andriod

[scenic gate]

the problem here is this doesn't match up with our logs as we can see that your device is sending subscription requests to the server

[muted stratus]

wdym? each time i log in, it asking the server to set up sub? even though its been set up on the web portal?

[scenic gate]

and its not possible for the client to send a subscription request if there is no active subscription on it

[scenic gate]

yes regardless of what is set on the web portal the client will always check whether there is an active subscription linked to their device

and then notifies the server

[muted stratus]

so that sounds like an iss"you", not an iss"me" becuase ive already tried to say its subbed

[scenic gate]

again, note that i'm talking about DEVICE not accounts here

[muted stratus]

how do i make the device stop asking or how do you make it verify that it has a sub?

[scenic gate]

the crux of the issue here is that you shouldn't log into an account that doesn't have a linked subscription(or is linked to an expired one) with a device that is linked to an active subscription

because otherwise the client thinks u are trying to link that active subscription to the account u're logging into

[muted stratus]

and how does that effect ragnarok because he didnt encounter this issue until we tried to removed and add the account back on but the web portal was having issues. displaying that there wasnt a sub on the account but when we tried to add the account again. it would say error, the account already has an active sub?

[muted stratus]

eli5

explain like im 5

i dont understand what you mean other than one of the computers or phones is asking about subs

all 3 accounts i log into are suppose to ahve active subs

but my main keeps having issues

ive never had issues with the other 2

i run 3 accounts but only 1 has sub issues

[scenic gate]

ok so to be clear to avoid confusion, you understand the distinction between an active subscription linked to a DEVICE(or to be more precise, the app store on your device) vs an active subscription linked to an actual GAME account yea?

[muted stratus]

they all log between pc, mac, and andriod

[muted stratus]

nope

i dont understand what you mean which is why i asked you to explain like im 5

[scenic gate]

ok so the game account basically just links to an active subscription that is tied to an APPSTORE account

for example if u are on iOS

[muted stratus]

do you not reddit? eli5? lol

[scenic gate]

it would be the subscription thats linked to your iTunes acc on your device

or if u are on Android, then it would the subscription that's tied to GooglePlay

so when u login to any account on that device that isn't already linked to an existing subscription

the device will then notify the server that you are logging into this account on a device with an active subscription

which it will then try to link that account to

[muted stratus]

so because my google account hasnt purchased the sub in the app store, it thinks it needs a sub even though the web portal says the account has a sub?

like its the original account thats having issues, none of the alts

for me at least

i cant speak for ragnarok

hes having his own issues

[scenic gate]

no if your account is already tied to a subscription, then it should be fine. UNLESS someone else tries to link to that subscription with another account and this subscription has already hit the 5 acc limit

at which point it would REMOVE one of the accounts from that subscription

its confusing i know

we hate it too

[muted stratus]

but my account WAS tied to an active sub and IS

[scenic gate]

so it just gets extra confusing when there are multiple players involved

[muted stratus]

ragnaroks sub is live and active. i was on it. it shouldnt be removing me?

noodlet was on its own sub seperate from ragnaroks

same with my other alt theodinprime

[scenic gate]

yea but what if he accidentally logged into an account using his device that is linked to that subscription?

[muted stratus]

ahhhh okay

[scenic gate]

and if at that point the sub has more than 5 players

then it would boot one of the accounts out

[muted stratus]

i think thats the issue there

ragnarok logging into an account that isnt subbed on his subbed device

[scenic gate]

correct

[muted stratus]

but you said if all 5 slots are used, it shouldnt effect it?

becasue theyre active?

[scenic gate]

no that's not what i said

it would boot one of the accounts regardless

[muted stratus]

it just kicks the most recent regardless?

[scenic gate]

as long as the client thinks u're trying to link the subscription to the account

atm i think internally we might discuss and see if we should get rid of this part of hte process

as it was originally set in place because players didn't have a way to manage their subscription set like u do now

so abit of a legacy issue

but for now this is how it is yea

[muted stratus]

idk if ragnarok gonna read all this but i think it might be when hes logging into alts without subs on his subbed device than thats doing that. but how do you explain robes sub? why was i kicked off his sub when he only has 3/4 subs?

[scenic gate]

did u give details on that sub above?

[muted stratus]

sorta not really. i just got fed up and went to another sub that i have the passwords to so i can just try and log on and fix it instead of going through other people

I was kicked off of robes sub after the "month" period of being added to his group this month

instead of asking robe about it or to have him added me again, i spoke to another one of my pss mentors and was given account access so i can just do the process myself if it happens again

[scenic gate]

unfortunately without more details it'll be difficult for us to investigate why that is

i'll tag @ivory stag to see if he can find anything anyway

[muted stratus]

i can ask robe but im pretty sure he didnt kick me off and he doesnt log into others accounts much because hes basically retired

[scenic gate]

that would be best yes

i apologize once again that it took so long to investigate the issue

this was abit of a complicated one tho

[muted stratus]

@amber comet

[abstract geyser]

in the past ive had to log into each account from the device the subscription runs through, in this case my phone

[scenic gate]

we need to know at least his main account username so we can check the linked accounts

is it also just Robecaptain?

[muted stratus]

lol where did you come from?👋

its 130am for me, im off to bed😅 💤

[abstract geyser]

my mother...?