Last month Turbine had identified an issue that prevented VIP points to be applied to accounts and reported it on the forums. [source] Last Friday CarpeNoctem posted on the forums this message regarding VIP Monthly Points allowance.
We are happy to announce that we have fixed the issue that was preventing players from receiving their VIP Points. As many players have been affected by this issue, it is going to take a bit for all of the points to go out.
All VIP Points should be granted to affected players by the end of the day on Sunday, March 10th. Affected players are those who should have received VIP Points between February 15th and March 8th, but didn’t. If you were impacted by this issue and still have not received your 500 VIP Points by 11:59pm Eastern Time on Sunday, please contact Account Support and they will be happy to assist you.
We did mention this in episode 188 but after discussing with some friends and sharing it with the CSTM audience, I thought it warranted a post.
Verify Your Points
Yesterday I checked my points balance in-game and I could see my points granted for January but nothing for February. The reason I’m bringing this to your attention is after mentioning this on Twitter/Facebook/Google+, it prompted others to check and find they also were missing their VIP points.
Now I’m not mad or lashing out at Turbine. This is the first issue I’ve had with my Turbine Points since TP was added to the game. Issues happen. They attempted a fix but my account didn’t make it into the fix and if you keep reading you’ll see I was able to quickly amend this.
The reason I’m bringing this up is I want to make you aware that not all VIP accounts may have been correctly applied and I don’t want folks thinking they should still wait for their points. As CarpeNoctum posted, if you still haven’t received the points you need to take action.
If you are VIP or Lifetime player, I suggest you just take a quick peek to verify. You can do this in game by going to the LOTRO Store and clicking the “My Account” in the upper right corner and viewing the purchase history. It should show a list of transactions both TP received and purchases you made. I saw my last subscriber bonus was applied on January 30th and knew I needed to call.
The timeframe CarpeNoctem listed was Febuary 15 – March 8th. If you typically get your points in those dates just verify you got your points. It may be as late as March 10th which is when they were expecting the fix to be fully implemented. If you have your points, great! If not, keep reading.
Requesting Your Points
I was easily able to resolve this by calling the Account Support line. Note they don’t have hold music, just stay on the line, you are connected.
The gentleman was able to quickly verify I hadn’t received my points and applied them. I saw them in-game immediately. The person I spoke with also said this was a one time thing and that March’s VIP points should apply without a problem.
I’ve also heard of others who have had success with a out-of-game support ticket but it was a bit more work to get it resolved than my phone call but I can understand how a phone call may be overseas and difficult for some so that may be preferred.
Here’s how you can contact to request your VIP Monthly Points:
By Phone: 855-924-2637; 10:00 am to 7:00 pm, 7 days a week. (GMT –5)
Support Ticket: http://support.turbine.com/ics/support/ticketnewwizard.asp?style=classic
Make sure it is filled out noting that VIP Points were not received.