Sunday, 4 December 2011

OnLive Bans Users for Terms of Service Violations

OnLive began closing users’ accounts that were in violation of their Terms of Service. Not much was known right away because the emails sent out to users were very vague on the matter.
Here's an email received by one OnLive customer:
Hello,

Your OnLive Game Service account has been Closed for violations of the Terms of Service. When your account is closed, you:

- Cannot use the OnLive Game Service
- Cannot Sign In to view your account at http://www.onlive.com
- Cannot reactivate or register a membership with this email address: ***********
- Lose any PlayPasses or saved game data associated with this account, as well as your Player Tag

Through an ongoing investigation we have found your account to be implicated with actions that violate our Terms of Service. OnLive reserves the right to determine that any conduct that is or could be harmful to the Service, our servers, or use of the Service by any of our users, is in violation of the Terms and to exercise any or all of the remedies contained in the Terms.

John
OnLive Abuse Regulation
The email doesn’t state the exact reason why this account was closed. However, many OnLive users believe some accounts were closed due to insufficient funds. Other theories involve prepaid or non-reloadable credit cards that also had insufficient funds. It should be noted that there was a delay in payment processing for purchases made over the Thanksgiving weekend, which led many to be uncertain of their account balance.

OnLive Support said about the matter that the reason for account closures is because OnLive received notifications from banks stating the credit cards were lost or stolen.

“What I can tell you is that if someone had received an email yesterday that their account had been closed, it was because we received notification from their bank that the card on file was lost or stolen,” said Nate Barsetti, Sr. Manager of Customer Relations. Nate also said that customers who had their account closed should contact both their bank and OnLive Support. You can read the full email below.
Hi,

I’m happy to answer the questions you’ve raised. I completely understand the confusion around this matter, and I’ll do my best in shedding what light I can on the matter.

First off I cannot comment about specific accounts other than your own. What I can tell you is that if someone had received an email yesterday that their account had been closed, it was because we received notification from their bank that the card on file was lost or stolen. Customers should contact their bank and ask why the lost and stolen code was sent back to our payment processor.

That being said, we are happy to have those customers affected, contact us through support.onlive.com. Let us know that there was a mistake, and we will do everything we can to get the billing information sorted and the account reopened. As for those individuals outside of our supported regions, we do not have billing systems set up for foreign banks other than in Canada and the UK. Still I think the best thing for them to do would be to contact their bank as well. Unfortunately, if people are outside of the supported regions, we cannot provide Billing assistance beyond what I stated above, as we are not officially available in those countries.

Thanks for taking up the effort to sort this out in the OLF community.

Nate
Sr. Manager, Customer Relations
If you are one of the users who had their account closed, please contact OnLive Support via email at Support@OnLive.com or through OnLive support.

To view OnLive’s Terms of Service visit: http://www.onlive.com/legal/termsofservice.

You can find more info about this at the OnLiveFans forum.

SOURCE: OnLiveFans.

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