play.net SIGN UP FOR FREE! | MEMBER LOGIN · LOGIN HELP 
HOME MY ACCOUNT GAMES STORE WIKI HELP

, News
, Forums
, Platinum
, Premium
, Shattered
, Box Office
, Downloads
Policies

Account and Billing Frequently Asked Questions

Troubleshooting

- Help! I forgot my password!

- I forgot my account name!

- Can I transfer characters from my old account to a new one?

- My access is denied when I try to login! What should I do?

- I used to have an account, but I cancelled it a long time ago. Can I reopen it?

General Information

- How much does an account cost?

- How do I change my billing information?

- How can I view my billing information?

- Where can I get an account?

- How often will you bill me?

- I need to cancel my account/subscription. How do I do that?

- How can I change my password?

- When is the Customer Service Department open?

Billing Methods

- I'm not comfortable with giving my credit card out over the internet. Do I have another option?

- Can I use my debit card?

- Can I use a prepaid credit card?

- How can I change my method of payment?

- What if I want my payment to be taken from my checking or savings account?

How much does it cost?

Each game you sign up for will be billed separately at the following prices per month:

GemStone IV - $14.95

DragonRealms - $14.95

Alliance of Heroes - $0

Modus Operandi - $0

CyberStrike 2 (includes CyberStrike Classic) - $14.95

Premium services are available for most games at varying costs. Premium subscriptions cost an additional $25.00 per month, and extra character slots cost an additional $2.50 per month each.

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 and GemStone Shattered are is a no-holds-barred verson of DragonRealms and GemStone IV, and is $5.00 in addition to the DragonRealms and GemStone IV Basic subscription. The appropriate version is also included in the Platinum packages for Gemstone IV or DragonRealms.

BACK TO TOP ^

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 not billed immediately upon adding them, but will be billed on your next billing date and include the remaining portion of the current billing cycle at a prorated amount.

BACK TO TOP ^

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, 11 a.m. to 6 p.m. Eastern, Monday through Friday. Our friendly billing representatives are on duty Monday through Friday to assist you in setting up your access.

BACK TO TOP ^

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, 11 a.m. to 6 p.m. Eastern, Monday through Friday.

BACK TO TOP ^

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, 11 a.m. to 6 p.m. Eastern, Monday through Friday.

BACK TO TOP ^

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, 11 a.m. to 6 p.m. Eastern, Monday through Friday.

BACK TO TOP ^

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.

BACK TO TOP ^

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:

BACK TO TOP ^

Can I use a prepaid credit card?

You can use some of them. All of our billing transactions are marked as recurring transactions and some disposable prepaid credit cards will not accept recurring charges. Most banks and some stores have rechargeable prepaid credit card which will accept recurring charges and can be used on our website. When entering a prepaid credit card, use your own name and address in those fields.

BACK TO TOP ^

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!

BACK TO TOP ^

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!

BACK TO TOP ^

Help! I forgot my account name and/or password and my email address has changed!

Email access@simutronics.com with the name of your character and what game you played and they can locate the account your character was on, update the email address for you and get you back in the game!

BACK TO TOP ^

I need to cancel my subscription/account. How do I do it?

We're sorry you're canceling! You have three options for canceling:

  1. Use the cancellation request form on the website.
  2. Send an email to cancel@simutronics.com which specifies the nature of the cancellation request.
  3. Or request cancellation by US Mail to:

    Simutronics Corporation
    218-C Millwell Drive
    Maryland Heights, MO 63043

Upon receipt of the request, we'll handle the cancellation within three business days at the latest.

BACK TO TOP ^

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.

BACK TO TOP ^

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!

BACK TO TOP ^

I don't have an account. Where can I get one?

If you do not have an account, then you need to sign up.

BACK TO TOP ^

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.

BACK TO TOP ^

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
11 a.m. to 6 p.m. 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.

BACK TO TOP ^



Simutronics Corporation

Go Play!