Today we were met with some account access challenges with regards to the cessation of billing process for the eventual closure of The Matrix Online servers. Active MxO customers were informed that June 1st was the cutoff date for active subscriptions to be eligible to participate in the world ending events (as outlined in the e-mails notifications that were sent out to active subscribers when the service closure was announced).  When word of the announcement spread, many players took this as an opportunity to hop in and subscribe one last time to spend time with friends and server-mates in The Matrix Online.

When service to those that subscribed prior to the June 1st date was removed today, there were many players who were left wondering what happened and what all was going on.  Unfortunately, there was an issue where accounts that subscribed after May 27th and before June 1st lost their MxO access.  Also, due to some technical issues, some customers were able to subscribe after the June 1st cutoff date up until the 4th and these accounts lost access as well.

We are pleased to announce that those who were able to subscribe prior to the removal of the subscription page will be able to participate in The Matrix Online until it’s official closure on July 31st at 11:59PM PDT.  We are currently in the process of re-granting access to the accounts that were able to successfully subscribe between May 27th and June 4th and will have those folks back in game as soon as possible. 

There is no need to contact customer service regarding the reactivation as we have a complete list of accounts that fell into the categories mentioned above and all accounts on this list will be flagged when the process is completed. We do not expect to encounter any further issues with this as the subscription process for MxO is now officially closed.
 
We’d also like to extend our apologies to our MxO community regarding the challenges of today and let you know that we appreciate your understanding and patience while we sorted everything out.

On behalf of SOE, we wanted to thank our MxO community for their interest in joining their friends in the final days of The Matrix Online.  We are happy to confirm that we were able to accommodate those that came back into MxO and re-subscribed between May 27^th and June 4^th.  As part of this re-activation you will now be able to play through the end of the service on July 31, 2009.

We’ve had some questions regarding subscription refunds for the folks that were able to reactivate their accounts during the timeframe listed above and wanted to address them. 

As with subscribers that were active at the time of the announcement, prorated refunds (from the June 1^st cutoff date) will be processed for the accounts that subscribed between May 27^th to June 4^th.  These refunds will be removed from the valid credit card on the account and if there is not a valid credit card on the account, we will initiate processing and mailing of a check to be received on or before October 2009.

Additionally, these accounts are being extended the same trial offers that were extended to active MxO subscribers at the time the closure announcement was made.  Station accounts that fall into the categories above will have full paid subscriber status to the following SOE massively-multiplayer online PC games at no cost between June 1, 2009 and July 31, 2009:  Free Realms™, EverQuest®, EverQuest II®, and Star Wars Galaxies™.  (Please understand that this play time cannot be used as a credit toward any subscription or membership, including a Station Account Access subscription.)

We truly appreciate your loyalty to The Matrix Online and hope that you can find a new home in another SOE game.