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Account and Billing Frequently Asked Questions
How much does it cost?
Each game you sign up for will be billed separately for unmetered play with no
hourly rate at the following prices per month:
Premium services are available for most
games at varying costs. Premium Memberships cost an additional $25.00
per month, and extra character slots cost an additional $2.50
per month.
GemStone IV and DragonRealms
have Platinum Packages for $49.95 per month
which include Premium, Basic, and access to a second (Platinum) version of the
game.
DragonRealms: The Fallen is a no-holds-barred verson of DragonRealms, and is $5.00
in addition to the DragonRealms Basic subscription.
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How often will you bill me?
You will be billed immediately at signup for your base subscription
and on the monthly anniversary of the date you sign up for a game.
Billing is charged independently for each game, so you may see charges
show up at different times each month. For example, if you sign up for
GemStone IV on June 18, then sign up for DragonRealms on June 22, you
will be billed $14.95 for GemStone IV on July 18, then $14.95
for
DragonRealms on July 22.
Premium services are billed in the month
following signup on your anniversary date. When you sign up for a
Premium Membership, we will calculate the amount of time you have had
that Premium service, and pro rate the charge along with the charge for the next month. All subsequent billings
will be for the full amount.
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I'm not comfortable with giving my credit
card out over the internet. Do I have another option?
If you're concerned about sending your credit or bank card number over the internet,
you may sign up by calling us at
1-636-925-3172, 1pm to 9pm Eastern,
Monday through Friday. Our friendly billing
representatives are on duty Monday through Friday
to assist
you in setting up your access.
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How can I change my method of payment?
If you wish to change your payment information, you may do so by going to the
View Your Account Information page and
choosing the Modify Billing Information option, or by contacting our billing
department at
1-636-925-3172, 1pm to 9pm Eastern,
Monday through Friday.
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How do I change my billing information?
If you wish to change any billing information, such as your address or phone
number, you may do so by going to the View Your Account Information page and
choosing the Modify Billing Information option, or by contacting our billing
department at
1-636-925-3172, 1pm to 9pm Eastern,
Monday through Friday.
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My access is denied when I try to login!
What should I do?
If you cannot access your account and have not been informed of a reason why,
you may contact us by email at Access@simutronics.com
or our billing department at
1-636-925-3172, 1pm to 9pm Eastern,
Monday through Friday.
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What if I want my payment to be taken
from my checking or savings account?
Many banks now offer debit cards that feature the logo of one of the
major credit cards that we accept. While the card looks like it is a credit
card, the funds are actually withdrawn directly from your bank account. These
cards will display a major card logo on the front and should be entered into
our system as if they were regular credit cards.
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Can I use my debit card?
Yes! If your debit card features the logo of one of the major credit cards that
we accept, then you can use it on our site. You should enter it into our system
as if it were a regular credit card.
Cards bearing these logos are accepted by us: 
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My bank doesn't offer debit cards. What
else can I do?
We can arrange to have your monthly payments automatically deducted from your
checking or savings account as long as your bank supports auto debit (commonly
known as EFT.) After confirming with your bank that they allow these transactions,
print out our Electronic Funds
Transfer Sign Up Form and follow the instructions to complete and
return it to us.
Please note that there will be an additional $2.00 charge for each time we
take a draft from your account. If a draft is returned due to insufficient funds,
you will be assessed a $15.00 processing fee.
Additionally, you can arrange to pay for your account with our Advance
Payment Form. Advance payments must be for $75 or more, and include
a processing fee of $15.
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I don't want to use a credit card, so
what are my billing options?
You can arrange to pay for your account with our Advance
Payment Form. Advance payments must be for $75 or more, and include
a processing fee of $15.
Additionally, we can arrange to have your monthly payments automatically deducted
from your checking or savings account as long as your bank supports auto debit
(commonly known as EFT.) After confirming with your bank that they allow these
transactions, print out our Electronic
Funds Transfer Sign Up Form and follow the instructions to complete
and return it to us.
Please note that there will be an additional $2.00 charge for each time we
take a draft from your account. If a draft is returned due to insufficient funds,
you will be assessed a $15.00 processing fee.
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What if I want to pay you in advance,
using my own check?
The minimum payment we will accept via check is $75.00, which includes a $15.00
check processing fee. If you choose this option, we would recommend that you
take your monthly bill and multiply it by 6 (thus paying the equivalent of 6
months in advance) to avoid paying additional processing fees. If you are setting
up your account this way, print the signup
sheet and fill it out. Mail it along with your check to us and we will call
you when the account is set up to verify your password. If you are sending additional
funds to be added to your account, be sure to put your account name on the check
using the memo or reference field. Please make your check out to Simutronics
Corporation, and mail it to:
Simutronics Corporation
1500 Wall Street
St. Charles, MO 63303
ATTN: Billing
Upon receipt of your check, we will apply the balance to your account. After
the credit balance remaining is less than the next billing cycle amount, we
will shut off your access until we receive your next check. Don't worry, we'll
let you know if your account is in danger of shutdown! Please note: any returned
checks will result in a $15.00 returned check fee and termination of your service
access.
Important Note: Advance payment for services does not guarantee the current
pricing plan. Please see the Terms of Agreement for more information
on pricing changes.
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Is there some faster
way to get my check to you to pre-pay?
If you just can't wait to play our games, you may call our billing representatives
at
1-636-925-3172, 1pm to 9pm Eastern,
Monday through Friday.
They will ask you for information about your checking account and will create
a virtual check, also known as a paper draft, which will be processed to your
account. This check will come through to your bank as if you had written it.
This procedure will still incur a $15.00 processing fee. If the check is returned,
we will also assess the standard $15.00 returned check fee and turn off your
access to the games.
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Help! I forgot my password!
Don't worry, we can help! Just head on over to our login
help page and you'll find plenty of information on how to retrieve your
password!
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Help! I forgot my account name!
Don't worry, help is on the way! Head on over to our login
help page and you'll find plenty of information on how to retrieve your
account name!
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I need to cancel my subscription/account.
How do I do it?
We're sorry you're canceling! You have three options for canceling:
- Use the cancellation request
form on the website.
- Send an email to billing@simutronics.com which
specifies the nature of the cancellation request.
- Or request cancellation by US Mail to:
Simutronics Corporation
1500 Wall Street
St. Charles, MO 63303
Upon receipt of the request, we'll handle the cancellation within three business
days at the latest.
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Can I transfer characters from my old
account to a new one?
Yes, though it might be easier to just reopen your old account (see next question).
For more information on transfers, see our Character
Transfer Form.
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I used to have an account, but I canceled
it a long time ago. Can I reopen it?
Absolutely! Click here to go to our
account reactivation page!
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I don't have an account. Where can I
get one?
If you do not have an account, then you need to sign
up.
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How can I change my password or view
my account information?
Click on the My Account link
at the top of the page. You will prompted to sign in if you haven't already.
From there you will be taken to a page where you can view your account information,
and do other things such as to change your password.
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When is the Customer Service Department
open?
You can reach the Simutronics Customer Service and Billing department at:
custserv@simutronics.com
1-636-925-3172
1pm to 9pm Eastern
Monday through Friday
But please, don't waste time calling the billing department to ask a question
about the games themselves. Billing representatives are not GameMasters and will
not be able to offer technical support or game assistance. For questions about
in-game matters, please log into the appropriate game and type ASSIST
for information on how to speak to a Host or GameMaster.
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