@FANtasyStarOnline said in GM, please help: new account suspended - error 816:

@Sinow said in Another Suspension 816 Thread:

So an update for anybody else having this issue, my brother just got an email stating that his account is permanently suspended after "thorough investigation." This is a joke.

I will be uninstalling the game and will be sure to avoid SEGA in the future despite being a lifelong fan of the company and their games dating back to the SEGA Genesis days. I hope SEGA improves their support system in the future. If this were any other game, my brother's account would have been restored to full status within a week.

SEGA has lost two lifelong customers today. Good luck to all the rest of you out there.

@Sinow Not that we're going to miss your daily posts about beloved brother, but didn't you say you were abandoning this game a month ago? Guess avoiding Sega doesn't include their forums.

Somebody has to combat your thinly-veiled accusations towards players with the same issue. And I did quit the game over a month ago. I haven't touched it since then. I log in on the forums every now and then to see if anybody else pops up with the same issue and if it ever gets resolved. The answers are yes, and no.

If you want to respond to this, knock yourself out. I won't be seeing it, though, or any of your other posts, for that matter. Have a good one.

@LapisWave Unfortunately I've already talked to GM Deynger about my brother's case and there's really nothing he can do about it other than pass along feedback. He's a community manager and their support team is a completely different company. But the more feedback they get about this, I guess the more likely they are to actually do a thorough investigation like they said they did before.

Good luck. My brother put in over a thousand hours and hundreds of dollars into this game and got banned after Steam flagged his account for suspicious activity after purchasing AC; a problem which was rectified on their end in an hour but which resulted in an 816 permanent ban on PSO2's end. He got the same response you did after weeks of waiting for any reply.

They don't care if you actually cheated or not. Their 100%-automated banning system is flawless and would never ban an innocent player, according to some.

@Ragnawind said in No. 816 Account suspension:

The prblem is likely the holidays. Normally, support for stuff like games is slow to non-existent from the start of the week of Christmas up to the week after the New Years.

No, the problem is that the support team for this game is just non-existent. They won't actually do a thorough investigation despite their automated responses' claims otherwise. If your account gets an 816, it doesn't matter if your account is a day old or if you've poured thousands of hours into the game, you can kiss it goodbye.

@BlueRadley said in 816 after temporary steam restriction?:

Wishing you the best of luck. Hope you used an IRL triboost, RDR, and EX boost before writing a ticket.

+500% of 0% is still 0%.

They'd have to add "unbanning innocent accounts" to the drop table to begin with for RDR to have any effect.

Your account is permanently banned. Any tickets you send will end up with an automated message sent back to you telling you that your account will remain suspended permanently after a "thorough investigation."

You're not the only one affected by this. But SEGA doesn't have a real customer support team, so unfortunately say goodbye to your account because they won't do anything about it.

In any other game you would actually be able to talk to a real human being and possibly get your account unbanned, but not this one. Sorry.

Keep sending tickets, though, because I feel like that's the only way they're ever going to realize they're banning innocent people and losing money because of it. Maybe then they'll finally ACTUALLY investigate these cases instead of sending people low-effort, canned, and quite frankly lazy responses.

It would be nice to be able to speak to an actual human being on the other side of the line, wouldn't it?

Nope, your guys' accounts are banned forever now, no questions asked. For what it's worth, my brother has been in contact with Steam support and they did say they are going to try to investigate the issue on their own. Imagine talking to an actual human being with customer support.

I still don't have high hopes he'll get his account back, though. SEGA is just indiscriminately banning accounts automatically and dealing with tickets by having bots send automated messages to anybody who might have been caught in the crossfire. How ironic.

So an update for anybody else having this issue, my brother just got an email stating that his account is permanently suspended after "thorough investigation." This is a joke.

I will be uninstalling the game and will be sure to avoid SEGA in the future despite being a lifelong fan of the company and their games dating back to the SEGA Genesis days. I hope SEGA improves their support system in the future. If this were any other game, my brother's account would have been restored to full status within a week.

SEGA has lost two lifelong customers today. Good luck to all the rest of you out there.

@FANtasyStarOnline said in Error 816!?!?:

What's really keeping you guys from making new accounts? Be honest.

He's literally spent over 1000 hours on his main character and spent hundreds of dollars on this game. Why would he start over, just like that?

Just out of curiosity, if your account got banned unjustly, would you want to just start over? Would you have enough faith in Sega to not accidentally ban your second account because of a hiccup when buying AC through Steam, too? It's obvious he's not the only one that this has happened to.

I hope you never have to go through this horrendous process of trying to fight for your account.

This is super frustrating and even though my account hasn't been affected, it's really killing my desire to even play this game knowing that my brother can't play with me.