- Error: "The character update process you recently started must complete."
- Error: "Character locked due to billing issue"
If your character is locked, it is most likely connected to a payment issue. Please check the status of your payment on your Order History page and consult below based on the status.
Queued, Pending, or Processing
Your payment is in progress and the character will be locked from play until it is complete. If your order is stuck in this status for more than 24 hours, contact us for assistance.
Failed, Declined, or Cancelled
Your payment did not complete and you will need to start a new service.
You will not be charged for incomplete orders. Your financial institution might hold the funds for a while, even after an order is canceled or fails, but they should release them shortly.
Before you start a new service, cancel the failed service in your Account Management page, log into the game with your character at least once.
To cancel a service, click the appropriate button below:
Note: It is not possible to cancel a Name Change or a Character Boost in Account Management.
If you can't cancel your paid service, contact us for assistance.
Your bank returned the funds. You may have received an email notification. Please visit the Chargeback Repayment Options article.
Shipped or Complete
Payment was successful and your character should be ready to play.