Issue Buying Points

Klorox

Klorox

Joined May 2010
I just submitted an in-game ticket, which took me about 20 mins to figure out I needed to create a completely new account for "Standing Stone Games Help" (WHY??) Figured I'd post here for help as well, because why not. I am currently logged into the game on my main character and having an issue purchasing DDO points, which I've never had before.

Message: Error while talking to Daybreak
Code: RESULT_REQUIRES_ACTIVE_ACCOUNT

I've been VIP for years, on the 3-month plan. My last recurring account bill was posted Dec 2, 2025. I also purchased DDO points at the end of December. I moved in November and was thinking maybe I need to update my billing address or something. I've been trying to figure out how to do this.

I've navigated to this page explaining how to update payment info. But when I go to the DDO/Day Break Games log in page, I can't log in (invalid credentials). If I click "forgot password" it takes me to the Standingstone games account log in page. Ok.... well... I CAN log in to the standing stones games page. The same info won't work to get into Day Break. If I click "forgot username" at https://auth.daybreakgames.com/login, they send me an email with a blank list -- I guess I don't have an account?

So, ok, I made a new Day Break account directly on the Day Break site using the same username I have for my SSG account. But obviously there's no payment stuff there as it's a new account.

I just want to see if I need to update any info.
I want to buy the new coffer before it's gone.
And I do not want to disrupt my VIP loyalty.
 
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Klorox

Klorox

Joined May 2010
Can log in here:
PQENUbe.png


Can't log in here:
wZeBkqY.png


Error in-game:
XfDONAS.jpeg



I was curious if this would work, and it did. They still let me purchase/renew my Feb 28 VIP sub early...

I9mwUdc.jpeg
 
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Klorox

Klorox

Joined May 2010
I should mention that I have not filed any chargebacks.

I still can log in to https://myaccount.standingstonegames.com/

I still can not log in to ddo.com (And yet I am somehow still logged in to the forums?)

I reset my password on my SSG account. But ddo.com still says "invalid credentials."

I still can log into the game, using my new password.

I still can not make any purchase of DDO points in the game; fails at initiating trade session - "RESULT_REQUIRES_ACTIVE_ACCOUNT."

I've tried accessing ddo.com on 2 different PCs. I've tried using my phone with a different browser and private relay blocking IP.



Using a different account, I can log into ddo.com and access the store via Shop > Current Expansion > Store login.

Using a different account, I can, while in game, proceed past initiating trade session, to the payment gateway, and am presented with options to pay for the purchase of DDO points.



My only thought is that because I am magically logged into the forums, that it is somehow preventing me from logging into ddo.com

On the other hand, I am afraid that if I log out here, I won't be able to get back in.

Aside from that... I was playing Magic Online, which also is operated by Daybreak, and made a purchase on there 3 days before this all started. It was a small purchase and there were no issues.
 
Klorox

Klorox

Joined May 2010
Collecting posts here. The most common thing I'm seeing regarding RESULT_REQUIRES_ACTIVE_ACCOUNT is folks who filed a chargeback on a purchase and have then had their accounts suspended for violating TOA.

I have never filed a chargeback for a DDO purchase.


DDO threads:

Did not mention if a chargeback was filed.

OP filed a chargeback resulting in account suspension.

OP filed a chargeback resulting in account suspension.

OP did not file a chargeback.

Did not mention if a chargeback was filed.

From DDO Reddit
https://www.reddit.com/r/ddo/comments/1nszla9

Related, but Not DDO:

 
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F

f1b041b3

Well-known member
Klorox said:
I still can not log in to ddo.com (And yet I am somehow still logged in to the forums?)
Click to expand...
Klorox said:
My only thought is that because I am magically logged into the forums, that it is somehow preventing me from logging into ddo.com
Click to expand...
There's no magic. You're logged in because you still have an active session cookie for your browser.
Klorox said:
I still can not make any purchase of DDO points in the game; fails at initiating trade session - "RESULT_REQUIRES_ACTIVE_ACCOUNT."
Click to expand...
The store uses the same auth server as the forums. Since your account is obviously still active, "RESULT_REQUIRES_ACTIVE_ACCOUNT" likely means your username or password isn't recognized. It's possible that password requirements were changed and old passwords are being rejected for not being compliant. I suggested in a similar thread to try changing to a password that is basic alphanumeric and contains no special characters. Even though you'll be changing your password on the SSG site, make sure the password you choose follows the requirements on Daybreak's account creation page (Must be 8-15 characters in length / May only contain alphabetic characters (A-Z), numeric characters (0-9) and special characters (!"#$%) / Must contain at least one letter and one number). Since you have another account with a working password, try changing your main's password to the same to see if it has any effect. If that doesn't work then hope that this week's maintenance fixes the problem.
 
T

Thumbed_Servant

Well-known member
It is also possible that their servers have an issue tonight and if you try again tomorrow the *issue* will have cleared up and you will be able to log into your account. Best of luck, I feel your frustration.
 
Klorox

Klorox

Joined May 2010
f1b041b3 said:
There's no magic. You're logged in because you still have an active session cookie for your browser.

The store uses the same auth server as the forums. Since your account is obviously still active, "RESULT_REQUIRES_ACTIVE_ACCOUNT" likely means your username or password isn't recognized. It's possible that password requirements were changed and old passwords are being rejected for not being compliant. I suggested in a similar thread to try changing to a password that is basic alphanumeric and contains no special characters. Even though you'll be changing your password on the SSG site, make sure the password you choose follows the requirements on Daybreak's account creation page (Must be 8-15 characters in length / May only contain alphabetic characters (A-Z), numeric characters (0-9) and special characters (!"#$%) / Must contain at least one letter and one number). Since you have another account with a working password, try changing your main's password to the same to see if it has any effect. If that doesn't work then hope that this week's maintenance fixes the problem.
Click to expand...
Thank you for your suggestion. I will try that. I was honestly considering it based on an email from support that someone posted in the Everquest forum I linked -- "We're aware that accounts with special characters ("-" and "_") are unable to log into the websites or forums."
 
F

f1b041b3

Well-known member
Thumbed_Servant said:
It is also possible that their servers have an issue tonight and if you try again tomorrow the *issue* will have cleared up and you will be able to log into your account. Best of luck, I feel your frustration.
Click to expand...
Others have been having this problem since Friday, which coincidentally is around the same time Daybreak discontinued its proprietary authenticator app. If Daybreak broke something on their end then the last thing I'd suggest is to sleep on it.
 
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T

Tyney

Member
Klorox said:
I should mention that I have not filed any chargebacks.

I still can log in to https://myaccount.standingstonegames.com/

I still can not log in to ddo.com (And yet I am somehow still logged in to the forums?)

I reset my password on my SSG account. But ddo.com still says "invalid credentials."

I still can log into the game, using my new password.

I still can not make any purchase of DDO points in the game; fails at initiating trade session - "RESULT_REQUIRES_ACTIVE_ACCOUNT."

I've tried accessing ddo.com on 2 different PCs. I've tried using my phone with a different browser and private relay blocking IP.



Using a different account, I can log into ddo.com and access the store via Shop > Current Expansion > Store login.

Using a different account, I can, while in game, proceed past initiating trade session, to the payment gateway, and am presented with options to pay for the purchase of DDO points.



My only thought is that because I am magically logged into the forums, that it is somehow preventing me from logging into ddo.com

On the other hand, I am afraid that if I log out here, I won't be able to get back in.

Aside from that... I was playing Magic Online, which also is operated by Daybreak, and made a purchase on there 3 days before this all started. It was a small purchase and there were no issues.
Click to expand...
Same issue and also no charge backs. In my case, two other accounts using the same credit card are working properly, so I know it's not a problem with the card.
 
T

Tyney

Member
Klorox said:
Collecting posts here. The most common thing I'm seeing regarding RESULT_REQUIRES_ACTIVE_ACCOUNT is folks who filed a chargeback on a purchase and have then had their accounts suspended for violating TOA.

I have never filed a chargeback for a DDO purchase.


DDO threads:

Did not mention if a chargeback was filed.
Click to expand...
I haven't filed a charge back and two other accounts using the same card are working properly (i.e. can buy points with no problems).
 
T

Tyney

Member
f1b041b3 said:
Others have been having this problem since Friday, which coincidentally is around the same time Daybreak discontinued its proprietary authenticator app. If Daybreak broke something on their end then the last thing I'd suggest is to sleep on it.
Click to expand...
I've had this problem since after the restart on last Wednesday.
 
Klorox

Klorox

Joined May 2010
f1b041b3 said:
If that doesn't work then hope that this week's maintenance fixes the problem.
Click to expand...
No dice on the password reset.

SSG support has been in touch. I am thankful for their quick response. I will update if/when I have more info.

Tyney said:
I've had this problem since after the restart on last Wednesday.
Click to expand...
I don't know exactly when it started for me. I discovered the issue on Saturday when I tried to buy points. Maybe next restart solves it.
 
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Klorox

Klorox

Joined May 2010
cdbd3rd said:
Taking bets on how that turns out....
Click to expand...

As with @Tyney ,they said that my IP address is being "blocked at the payment processor level", a restriction applied externally by DDO's payment processing partner (I'm guessing they mean Xsolla?) and that CS is not able to remove those blocks. To contact my ISP to review my IP status or try accessing the store from another network to confirm the issue is related to the current IP environment.

Well... now I've had to mention that if I use a different account on the same PC, on the same network connection, that I can purchase points with no issue as well as log in to ddo.com with that account. I used the same card I use on my main account for the purchase. (Although the billing address needs updated on my main account... if I could access it.)

I believe this is 100% related to Daybreak and not that my IP address is blocked by Xsolla. It's definitely not even "blocked" by Daybreak, because I just made a successful purchase on Magic Online, which they also opporate.

Still curious as to how I was able to successfully pay for my next VIP renewal (the payment wen through as I can see it on my bank statement).

Anyway, CS still working with me.
 
Klorox

Klorox

Joined May 2010
Customer Support has resolved my issue. I have my access to the store restored.

My thanks to Amelia for working with me and getting this taken care of within a week.

It turned out to be a fraud prevention thing on my main account (guessing because I didn't update my billing address after I moved).
 
cdbd3rd

cdbd3rd

Well-known member
Klorox said:
Customer Support has resolved my issue. I have my access to the store restored.

My thanks to Amelia for working with me and getting this taken care of within a week.

It turned out to be a fraud prevention thing on my main account (guessing because I didn't update my billing address after I moved).
Click to expand...

images


It does seem to follow the RNG trend of which agent gets the ticket.
 
T

Tyney

Member
Klorox said:
Customer Support has resolved my issue. I have my access to the store restored.

My thanks to Amelia for working with me and getting this taken care of within a week.

It turned out to be a fraud prevention thing on my main account (guessing because I didn't update my billing address after I moved).
Click to expand...
That's who kept giving me the runaround. Ugh.
 
T

Tyney

Member
Klorox said:
Customer Support has resolved my issue. I have my access to the store restored.

My thanks to Amelia for working with me and getting this taken care of within a week.

It turned out to be a fraud prevention thing on my main account (guessing because I didn't update my billing address after I moved).
Click to expand...
Did she say what she did? I'll add that to my open (third) ticket.
 
T

Tyney

Member
Klorox said:
Customer Support has resolved my issue. I have my access to the store restored.

My thanks to Amelia for working with me and getting this taken care of within a week.

It turned out to be a fraud prevention thing on my main account (guessing because I didn't update my billing address after I moved).
Click to expand...
Also, if you don't mind posting, what was your ticket number? I'll say the fix should be the same thing they did in that ticket.
 
Klorox

Klorox

Joined May 2010
Tyney said:
That's who kept giving me the runaround. Ugh.
Click to expand...
Dang... I'm sorry you're having issues with them. Yes, they unbanned me from making purchases. I think it was because I didn't update my billing info and made purchases. I don't know if that is the reason, but I can't think of anything else. Yours may be a different reason. I sent them screenshots of my 2 accounts; one showing a successful purchase made (bought smallest DDO points) and the other with the store error. I added usernames and datestamps on the images, plus "/loc" in the chat. You can even pull up a window with your IP address in the screenshot for more clarity. Provide the username of the account that you are having trouble with. Tell them that you can't make purchases on that account. You tried resetting your password and you tested whether the IP address was blocked or not by making a successful purchase on a secondary account that was running the game on the same network (same IP address) and same PC. Ask if they can please investigate if that specific account is banned from making purchases and ask what you can do to restore those permissions if it is.

Hello, I can't make purchases or log in to my ddo.com store account. I've already performed a password reset. I have also verified that my IP address is not blocked by making a successful purchase on a secondary account using the same network and same PC.

Can you please investigate if my account has been banned from making purchases? If it is, what can I do to restore those permissions?
Click to expand...
DM'd you some additional info.
 
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