Club iWin All Access

According to MB, they're working on the problem, so my guess is that they use the complaints to gage whether or not the fixes are working. Sounds bass-ackwards I know, but hey - squeeky wheel gets the grease, right?

And to add to 7's comments, the more tickets filed for this problem, the faster attention is given to it. As a victim of this snafu myself, I find it unacceptable as a customer. My credit card infor is up to date, my credit line is more than adequate to cover my monthly subscription fee, and after this happened to me last time, I had trouble with 2 All Access Games having to uninstall and reinstall them twice. So please file a ticket if you are experiencing your All Access games reverting to trials and your subscription date is near or here. Thanks.

•••MaryBeth
Volunteer Forum Moderator

All bold blue text titles are links; left click once on the text to be taken to that topic or page.

I wish there was a selection tab for All-Access games the same way there's a tab for Free Play games. That would make it easier to find new games.

After purchasing all access in order to play add free for garden defence amongst other, i have found that even though it shows as all access, it tells me that i have older version and need to reinstall, however after this i get same message, so then clicked continue or X allows me to play the game but still with the same annoying adds that i bought all access to avoid. How can i fix this?

I have the AA Plan and still cannot access any games after my 1 hour trial a msg box tell me to purchase the games !!!!!!!! and if I try to open a game in All Access it tells me to downlater a later edition I have done this numerous times and still no access Grrrrrrrrrrrrr I am fed up IWin takes my money each month and so far I have nothing to show for it. Yes my account is up to date but I want a refund on the last month as I have not been able to play any games I downloaded for longer than the trial. Cmon I Win what is going on !!!!!!!!

OK I Win you win have just reinstalled Jewel Quest search for the Emerald ?????? for about the 6th times and still being told to purchase this game ...........
WHAT DO I HAVE TO DO TO PLAY GAMES with a VALID All Access Account
This is problem needs to be fixed NOW

I have the same problem. but only at night. If I play during the day it works fine. Go figure.

I am going to file a mass ticket on behalf of the posters in this thread tomorrow morning. I need support ticket numbers from you. Either edit your messages and add them or PM me with them. This situation is longer a random event; it does have a pattern. I will be including in the ticket the URL to this thread so that the CSC can come here and read what everyone is saying. Thanks.

•••MaryBeth
Volunteer Forum Moderator

I stopped being able to play my games 9 days ago on the date of my renewal. It still isn't fixed and I submitted a ticket the next day. They have res[ponded back 4 times with suggestions such as, "I have an outdated game manager" or "It's my anti-virus program" or "I need to clear my cahet" I explained that it was working find for a month prior to the 1st, which was the date of my renewal. I told them it had to be a technical issue on their end. Now I can only play the all access games the length of the trial minutes.

Can anyone tell me if the all access that is 9.99 a month one of those charges that they automatically do each month or you have to pay for it each month. I am leary of those auto pay where they charge your card. It seems everytime I do that when I want to cancel a membership it is a pain in the butt.

I have absolutely had it! DexGypMom, did you file a ticket yet? This has been going on for 10 days. Not only have I not been able to play all access games past the trial minutes, I also haven't been earning double opals on the little time I have played. You are not going to believe this. First their solution is my anti-virus program, then it was uninstall iwin game manager then reinstall it. Then it was clear my cachet. Then their solution was my anti-virus program for the 2nd time. Then I haven't heard from them for 6 days. Now I get another solution tonight. I couldn't believe what I was reading. They told me to uninstall and reinstall my iwin game manager for the 2nd time. Is there only one guy working on this? Because if there is only one guy, we are in trouble. Because I have explained what the problem is every way possible. And he just don't get it! I am at the end of my rope with this issue.

This message was edited 1 time. Last update was at Tue, 10 Nov 2009 18:12

I filed a mass ticket for the users from the last two pages of this thread this morning, 11/10/09, 8 AM, CST. Because only one person gave me a ticket number, there is no guaranty the CSC will be contacting others personally. Today, is my subscription renewal date so my All Access games have reverted to trial games. The last time it took 12 hours before the billing/accounting system credited my account so the software recognized the All Access status of my games.

If you have not filed a ticket on either the subscription renewal error or the continuous reinstallation of All Access games, please do so even though you may be in the mass ticket. Customer Support Center, click on third tab from the left. Thank you.

•••MaryBeth
Volunteer Forum Moderator

All bold blue text titles are links; left click once on the text to be taken to that topic or page.

UPDATE!!
-- sumchik83, -- rach_lawrence, -- 007ofnine, -- nonaynall, -- SiennaJade@ff, -- madlyn, -- sylvmc, plus myself --

For those of us with pending tickets, our agents will get back to us with status. For those without tickets, tickets will be filed for you. All of the situations have been documented as issues and a CS Agent wll contact you for more information working towards a resolution. This holds true for those of us who encounter our All Access games reverting to trials near or at our subscription renewal date and the uninstall/reinstall endless cycle. Both instances are a work in progress determining the cause and affecting repairs. This is a very positive step in the right direction because there is recognition and research going on, so hang in there, solutions are just around the corner.
•••MaryBeth

This message was edited 2 times. Last update was at Tue, 10 Nov 2009 10:21

I hope someone, anyone out there can give me better assistance than the actual customer service team. I keep submitting tickets in regards to billing issues but whenever I recieve a response it doesn't actaully address my situation. I had an all access pass but didn't give any approval fora renewal because of all the technical issues I keep getting with games like Scratches. When I did go ahead and try and renew I saw that my account had been put on hold until next month. I went ahead and resubscribed but by accident I renewed for just Club IWIN. Well I couldn't find how to fix my problem without paying an additional fee of $9.99. The next day I bit the bullet and paid the service fee of 9.99 but not before following the instructions on how to upgrade from Club IWin to All Access. Well needless to say when I cancelled my Club IWin to upgrade I lost the $6.99 I had paid less then 12 hrs. prior. Then I was charged the $9.99 for the All Access plan. It never worked. I submitted several tickets for these various issues but once again I recieved support which did not address all of my problems. Well I decided to get a game from the Steals & Deals area. When I did I should have been charged for the 500 coins the game cost. I was also charged an additional 1000 coins for a backup c.d. which I never ordered. I submitted another ticket and got a response which once again didn't deal with my issues. In the meantime I recieved a response regarding how to fix the problem with my All Access account. Per the instructions I was given I uninstalled my IWins Game Manager and reinstalled it. Now according to my account I have no All Access account and my only option according to the web site is to reactivate my All Access account b ut I have to pay another $9.99. That's ridiculous. I keep asking in my tickets for an actual phone call or for support which actually covers my problems but get nothing more than the same replies that never dealt with the problems in the first place. The topper to all of this is that the problem I had with Scratches has never been resolved no response at all to my ticket and it has been over a week. Does anybody out there have any suggstions to anything I'm having problems with?

This message was edited 1 time. Last update was at Mon, 16 Nov 2009 03:01

I recently became an All Access member but now I am wondering why? The ads all over the site boast that I will have access to 800 games COMMERCIAL FREE, ALL GAMES all the time. Really? Then could somebody PLEASE tell me why 4 ticket submissions later I am still not able to do this?? If I click a game in my menu listed "all access" a popup comes up saying it's not an all access game but to please enjoy the free version. I STILL have commercials on every game, all the trials expire in their stated time and as near as I can tell IWIN is charging me $10.00 for nothing but double opals "sometimes". This is NOT what I paid for, this is NOT what I was promised.

I'd love to know where all the games are hidden that I paid to play, and why my menu of "all access" games changes from all access to free to something else on a daily basis.

I've done all the tech stuff and since it's always IWIN's popup saying it's not an all access game as listed when I downloaded it, the problem is NOT on my end. I feel I have been totally scammed and am seeing red after paying for a service that I am not receiving.

Frustrated beyond words!

Flaming and threats against iWin are in violation of the Terms of Service and Rules of Conduct. Any such comments will be deleted. Thanks - Goofy

I joined All Access about two weeks ago and I have not had one single problem, so reading all these problems am I to believe that they have now all since been fixed? Only one problem I did have was the message telling me I had a older version of game to update it but I just did like it said and pressed continue and I was able to play. I hope all you guys get your glitches fixed soon, it sounds awful. To be honest if I was having half the problems the people here write about I would have cancelled by now.

Senga --

I believe there are iWin generated problems with All Access as I experience every month around my billing date when all my games revert to trial versions until my payment is posted. But, a lot of the issues deal with computers and software not up to date with upgrades, patches and software settings. An incorrectly configured firewall can cause problems with all games let alone All Access games. The time consuming part is sorting out where the problems lie, either with iWin or the user's computer software.

•••MaryBeth
Volunteer Forum Moderator

I have yet been able to play ANY game paying for an acess acct.

DemureOne I also have had NO success with all access at all, they show as all access in the list of My Games but then when I try to play it says their not available as part of that package

DemureOne & allthings--

Have either of you filed tickets with the Customer Support Center? If you did, what were the replies? You know you have the right to decline solutions if they do not solve your problems.

I have All Access and have experienced only one major glitch - my games revert to trial periods 24 hours before my subscription renewal is due. My All Access games are unavailable to me for about 36 hours until my payment is posted in the system. I use a credit card.

Wednesday, November 11, software upgrades were applied to the iWin servers with the addition of a new Game Manager on Friday, 11/13. Many problems have popped up due to this load. Were you experiencing your difficulities before these dates? Can you explain exactly what happens when you try to download and/or play an All Access game?

•••MaryBeth
Volunteer Forum Moderator

All bold blue text titles are links; left click once on the text to be taken to that topic or page.

Ive had the problems since Nov 11th before and after the new manager and yes submitted tickets,first they they game me a free game for the inconvenience also they sent me aprogram I need to copy and return to the engineers and I havnt heard a thing since so I submitted a new ticket yesterday.

Oh - you did get the file to record the uninstall/reinstall cyclic snafu. It is meant to collect data from your interactions with the iWin site especially with the All Access games. The data gleaned from those interactions will help the software engineers detect where the problem exists because it is unknown at this time. Was there something you needed to send back, a file maybe or was the data transmitted back to iWin when you engaged their servers?

I don't know how long it will take for iWin to decipher the data collected from users like yourself. If you look at your ticket, it should say, "Work in Progress" which means they have not determined the origin of the problem. It must be very frustrating for you not being able to play. Sure hope an answer is found soon.

•••MaryBeth
Volunteer Forum Moderator

This past Sunday, I downloaded 5 games which were clearly All Access Games. After they installed, All Access appeared in green underneath their names in My Games list. Today, 2 of those games became Purchase Only. The games are "Escape from Rosecliff Island" and "Alexandra Fortune: Mystery of the Lunar Archipelago". When I go to the game description pages they are listed as Purchase Only. Either I'm daffy and they were always that designation or iWin reclassified these games due to a change in a contractual agreement with the producers or distributors. The fact they did show as All Access on My Game list means either there was a software error or these games did change classifications since I downloaded them. Has anyone subscribing to the All Access plan experienced All Access games changing to Purchase Only? (This does not include the renewal snafu where all the games revert). Just a note: all of my other All Access games have remained unchanged but these two titles.

•••MaryBeth
Volunteer Forum Moderator

is farm frenzy 3 an all access game

duanesbabee wrote:is farm frenzy 3 an all access game

If you look at the game details page, you will be able to see if a game is available for all access or is a purchase only game. In this case, it is Purchase only, not All Access. Sorry...

Dee
Volunteer forum moderator

So my all access problems finally are fixed. Apparently, the problem was that my paypal account and my iwin account were not registered with the same email address, so the system wasn't connecting the two somehow. Perhaps this is the same for others? Check into it, it solved the issues for me, maybe it can help some of you too! Good luck!

This is the first time that I can post to forums.
I have found a couple of games that do not have the notation of being purchase or premium, but they do not act
like All Access games, Samantha Swift w/ roses is one off the top of my head.
Has anyone else had this problem?

This message was edited 1 time. Last update was at Fri, 4 Dec 2009 20:55

DexGypMom wrote:
This past Sunday, I downloaded 5 games which were clearly All Access Games. After they installed, All Access appeared in green underneath their names in My Games list. Today, 2 of those games became Purchase Only. The games are "Escape from Rosecliff Island" and "Alexandra Fortune: Mystery of the Lunar Archipelago". When I go to the game description pages they are listed as Purchase Only. Either I'm daffy and they were always that designation or iWin reclassified these games due to a change in a contractual agreement with the producers or distributors. The fact they did show as All Access on My Game list means either there was a software error or these games did change classifications since I downloaded them. Has anyone subscribing to the All Access plan experienced All Access games changing to Purchase Only? (This does not include the renewal snafu where all the games revert). Just a note: all of my other All Access games have remained unchanged but these two titles.

•••MaryBeth
Volunteer Forum Moderator

\

I had the same problem with "Alexandra Fortune" it was All Access and has now changed to Purchase Only. I've been fairly well pleased with All Access except for this new problem and the fact that most of the new games seem to be purchase only

I'm happy to know what marbles I have left are still working, so thanks sylvmc for confirming what I saw. I know it is dissappointing to have a game or two revert but it is most likely due to renegotiation of a contract with the distributor or producer; therefore, out of iWin's hands. I have to say I am fairly pleased with the All Access Plan. So far, I've always got a bunch of games on my list and haven't even started them when a new batch arrives. The purchase only games may change status in the future just like first run movies going to the budget cinemas. Eventually, most of those titles will be available for us to play. The producers and distributors want to make as much money off of these games as possible first time around. We just have to wait a bit.

•••MaryBeth
Volunteer Forum Moderator

I'm planning to switch to All Access but wanted to check and see if most of the problems mentioned in earlier posts have been resolved. Any updated information would be appreciated.

I was first hesitant to join "All Access" because of the amount of "Purchase Only" releases that can not be played. But so far I've enjoyed the program and have not experienced any problems. From what I've seen, games from PopCap, GameHouse and Alawar sites are set to "Purchase Only". Hope that helps.

Thank you for the reply. I did switch to All Access, at least for this month. There are a lot of games to play but I may end up buying some of the purchase only ones.

I downloaded Samantha Swift and the Hidden Roses of Athene, which is not a Purchase Only game. Initially my game list shows it as All Access but when I exit the Games Manager and return it has reverted to 60 min trial. I have reinstalled twice and nothing has changed. So far this is the only game I'm experiencing problems with. Can anyone direct me to a solution? Is this a regular problem with All Access?

I have all access. I can not for some reason play all access games it goes directly to the exit screen. My billing period is not over until next month so that is not the issue. I am getting NO support from my ticket which I submitted. These are NON Premium games. I want to play my games and can not it is getting ridiculous. I have redownloaded the manager, the games, everything... and nothing helps. I have signed in and signed out. I even PURCHASED the game again. I am getting very upset. I feel like the company could care less.

This message was edited 2 times. Last update was at Sun, 28 Feb 2010 18:32

kabkennels wrote:I have all access. I can not for some reason play all access games it goes directly to the exit screen. My billing period is not over until next month so that is not the issue. I am getting NO support from my ticket which I submitted. These are NON Premium games. I want to play my games and can not it is getting ridiculous. I have redownloaded the manager, the games, everything... and nothing helps. I have signed in and signed out. I even PURCHASED the game again. I am getting very upset. I feel like the company could care less.

I'm sorry you're having such trouble; I do have a few questions so I can see if there is anything else I can suggest to get you playing again...

When you say you are getting NO support from your ticket, do you mean they haven't responded to your orignal ticket; Support was down yesterday for several hours for a software upgrade so they may be slower than usual to respond as they have a backlog to get through. Or is it that the solution they offered didn't work? If a solution was given, did you decline it telling them it didn't work for you so they could try again? Sometimes the initial response will just take you through a checklist of things to verify to make sure the issue isn't with out-of-date drivers etc. If you decline and have them try again, they can eliminate those issues and work on something else as a possible solution. If you've checked the Knowledge Base and gone through al the suggested steps given in the articles there, make sure you let Support know which articles you've followed. Any information you can give them will help them determine a possible solution for your particular problem. I am puzzled by the comment "I even PURCHASED the game again". With Club All-Access, you don't actually buy the games...just curious...

Dee, volunteer moderator

I want to cancel my all access account this is more a problem then anything I got for my kids and they cant play it iam not going to pay 9. 99 a month for something we dont use if anybody can help me please tell me how to cancel this.

You can access your account information by clicking on your avatar in the upper left-hand corner of your game manager, and then click on the "cancel my account" on the "Membership Info" tab. Thanks - Goofyduck1, Volunteer Moderator

Boy I sure am glad I popped in and read all this cause I am getting a first timers education. Thanks to all for the info!

Hi there - you get iCoins by becoming a member of Club iWin. There is an article in the Knowledge Base about how to join and how to use your iCoins to purchase games. Just click on the blue "Support" tab at the upper right-hand corner of your game manager which will take you to the Customer Support Center. On the left-hand side is the Knowledge Base and just click on "Club iWin". Good luck! Goofyduck1, Volunteer Moderator