[INFO] Common Issues and Solutions

9. Payment failure

For those of you that are receiving a “failed” or an error message in your account subscription status, please have a look at the information provided below:

1. Recurring subscription payment failed
   Spoiler

   I have been notified that my recurring subscription payment has failed, what should I do?
   
   If you receive a notification to say that your recurring subscription payment has failed please make sure that your payment details are fully up-to-date and correct. In order to check this, please log into your account page and select the Subscription option on the right hand side of the page. This will allow you to view and check any information related to your current recurring subscription plan.
   
   If these details are fully correct and updated, but the issue with the recurring subscription payment remains, we would recommend that you make contact directly with your associated bank or card provider to find out why the transaction might have failed.
   
   If you continue to experience an issue with your recurring subscription after trying these troubleshooting steps, please do not hesitate to contact our Customer Service department for further assistance.
2. No Active Subscription error
   Spoiler

   I get a ’No Active Subscription’ error when I log in to the game!
   
   This error message might appear due to out-dated or incomplete Account information.
   In order to make sure that your Account is up to date we would like you to follow these steps:
   

   1. Double-check your registered contact information and billing information.
      Please note that your billing information must match the information expected by your payment provider.
   2. If you have not already done so, please set up 5 security questions to protect your account
   3. Redeem an official Game Product Registration Code here.
      Please note: Your Product Registration Code is the code included with your copy of the game.
   4. Sign up for a recurring subscription or enter a Game Time Code.

   If you are still having issues after following the steps above, please contact Customer Service.
3. Payment Declined
   Spoiler

   I get an error stating my payment has been declined, what should I do?
   
   If a card has been declined, you will need to speak to your credit card issuer in order to find out why the transaction did not complete.
   
   Please note that you can always use one of the other available payment methods located here to renew your subscription.
4. Error Code NU2001
   Spoiler

   If you have successfully purchased coins before, and are now unable to buy more, this could be because there is a limit to the number of Cartel Coin purchases any player may make per day, if you have passed this limit, you will not be able to make more Cartel Coin purchases for 24 hours.
   
   There may be additional restrictions in terms of transaction numbers or spending limits which are imposed by your payment provider and are beyond our control. We would always suggest that you check with your payment provider in cases where there is no clear reason for a transaction to have failed.
   
   For those of you still experiencing issues after going through the steps above please do not hesitate to contact Customer Service by telephone.

You can also find a large amount of further information related to billing and subscriptions by visiting our Help Center.