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Getting an error while trying to bill your account or for a subscription can mean a number of things. Following the steps below should insure that your information is accepted by our billing system:
1. Check your personal address and information - This includes your street address, state, and zip code that is on record with your bank or credit card issuer. To be sure that you are entering in the correct address information, please contact your bank or issuer to compare the information you have with what they have lodged in their records.
2. CVV code - The CVV, or the Creditcard Validation Value, code is the 3-digit code printed on the right-most side of the back of your credit or debit card. This code is required for all account transactions or subscriptions with SOE. Please insure that the CVV code that you are entering is correct.
3. Country matches your credit card - Many billing errors occur because the country that you've chosen (under the "Account Info" section of our billing system) does not match with the country designated with the credit or debit card you are using. Please make sure that both your account info and your credit card chosen are of matching countries. If you are unsure of your credit card's designated country, please call your bank or issuer.
4. Country/Currency combination does not match - The currency that you have chosen to bill your account with must match our list on record for the billing to proceed. Below is our list of acceptable country/currency combinations:
Australian Dollar
Australia
Danish Krone
Denmark
Euro
Austria, Belgium, Germany, Netherlands, Finland, France, Spain, Italy Greece, Ireland, Luxembourg, Portugal
Norwegian Krone
Norway
Pound Sterling
United Kingdom
Swedish Krona
Sweden
Yen
Japan
US Dollar
United States
For all other countries, please use the "US Dollar (USD)" currency.
5. Sufficient funds/hold on account - New subscriptions, as well as recurring billing options, will automatically be denied if there are insufficient funds in your account, or if the account has been placed on hold for any security reasons. If you are not sure about the current state of your credit or debit account, please call your bank or issuer.
6. Outdated Payment Source - Using an existing Payment Source (under "Payment Sources" in our billing system) is a fast and convenient method to subscribe to our games as well as purchase expansions. However, if any information about your payment source has changed (new address, zip code, credit card number, etc.), attempting to use that saved Payment Source as an option will result in a billing failure. If your credit card information has changed recently, please make sure you update your Payment Source information by clicking on the Update button in the "Payment Sources" section of our billing system.
If for any reason you need assistance with your billing error, please feel free to contact our Technical Support department. When contacting us, please have as much of your credit card information as you can on hand.
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2007-12-27, 08:26 AM
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