Official CarbonPoker Support Thread

[CarbonChris]

Originally Posted by rdcrsn

Hoping to get some help in how I can verify my account. The verification code sent to me isn't being accepted when I enter it. I have tried numerous times, and until it is accepted I am not able to deposit.

Also, how long are typical withdrawal times to skrill/moneybookers. Thanks for your help.

Russell

What verification code are you referencing? In order to verify the account, you need to email support with the documents listed in the admin area. This would be your ID, and the verification form, and the front and back of your CC if you're ever deposited with one.

[CarbonChris]

Originally Posted by whawhat

Is 2 days typical for a support response? Over 24 hours now and not a peep.

Been a very busy week between rakeback coming back, and everything revolving around the 6.0 software. They will get to it. But you can also post your issue and Ryan or myself will help however we can.

Thanks.

[whawhat]

Originally Posted by CarbonChris

Been a very busy week between rakeback coming back, and everything revolving around the 6.0 software. They will get to it. But you can also post your issue and Ryan or myself will help however we can.

Thanks.

Thanks Chris. Issue is that I have a pending visa deposit. I think it will go through fine, but for some unknown reason I have lost my previously verified account verification. I have re-submitted the documents again (if they're even needed). I'm confident it's an easy fix if I could just get someone to help take a look. screen- tfv423

[whawhat]

Wow, support finally responds after 30 hours and states I need to provide verification. No kidding! They even include instructions on how to upload the file on the website. Yay!

Too bad I already have submitted these documents through the website multiple times in the past 24 hours, not to mention these exact same documents were previously on file. But god forbid you should actually help a customer. Definitely better to send a canned response restating the issue which is already known and ignore the documents that the customer sent in. Time to wait 30 hours for the next response.

[anteatereater]

Originally Posted by CarbonRyan

Hi, are you using a Mac or PC?

Please post up your computers specs.

Ryan

It's happening to me too. The crashes always seem to coincide with two or three new SNG tables opening at the same time, but it could have to do with the number of tables being open.

The crashes never happened before the 6.0 upgrade.

FWIW, I am using a desktop PC running windows 7.
8 GB of RAM
Intel(R) Core(TM)2 Quad CPU Q8300 @2.50GHz
64-bit Operating System

Also, when I restart the client after the crash, the tables come back in different places than they were before. It would be nice if that wasn't the case.

[madcatz1999]

FWIW, support responded to my email yesterday in under two hours, with solutions for both issues I had submitted. A pleasant surprise after following this thread.

[CarbonRyan]

Originally Posted by whawhat

Wow, support finally responds after 30 hours and states I need to provide verification. No kidding! They even include instructions on how to upload the file on the website. Yay!

Too bad I already have submitted these documents through the website multiple times in the past 24 hours, not to mention these exact same documents were previously on file. But god forbid you should actually help a customer. Definitely better to send a canned response restating the issue which is already known and ignore the documents that the customer sent in. Time to wait 30 hours for the next response.

Hi,

Were the documents you sent/uploaded larger than 2MB in total? If they are, they will not be uploaded properly or received by support.

Ryan

[whawhat]

Originally Posted by CarbonRyan

Hi,

Were the documents you sent/uploaded larger than 2MB in total? If they are, they will not be uploaded properly or received by support.

Ryan

No

[rdcrsn]

Originally Posted by CarbonChris

What verification code are you referencing? In order to verify the account, you need to email support with the documents listed in the admin area. This would be your ID, and the verification form, and the front and back of your CC if you're ever deposited with one.

I just set up my account. They sent me an email to verify my email address. WIthin that email was a 6 digit verification code. When I submitted this code under the Account's tab, verify email address, it wouldn't accept this. I'm hoping for this to get resent I guess, as the current 6 digit code is not working.

Russ

[mashinonbkz]

Hey Ryan I PMed you over a day ago about my Deposit Limit. And being charged $10 on top of all my transactions.

I emailed support on Thursday about Deposit Limits, and haven't gotten a response....

The thing im more worried about though is that I just noticed im being charged $10-$15 on top of all my deposits. This is incredibly shady, and I hope this is just some glitch that will be rectified. Because your payment processor is doing something illegal if this isn't some glitch.

Please PM me back!

[gimp0]

I seem to be getting disconnected every so often and i've had fold some hands i've tried playing...anyone else?

[just_joe]

Data does not seem to be being updated in the Tournament Lobby screen with today's new software update.

Please let me know if this is not a good place to provide such info.

In my opinion, support and cash out processing have greatly improved.

Continued Success.

[gimp0]

Originally Posted by gimp0

I seem to be getting disconnected every so often and i've had fold some hands i've tried playing...anyone else?

It seems like when I had 2 tables I kept getting disconnected and tables kept saying 'Refreshing Table' in the text box. Very annoying. I have 1 open now and it seems fine so far.

[bonesjones26]

Originally Posted by CarbonRyan

What are you upset with?

Ryan

Still waiting... Well over 2+ weeks and a Carbon rep has responded twice and done nothing.

[jayg320]

Originally Posted by bonesjones26

Still waiting... Well over 2+ weeks and a Carbon rep has responded twice and done nothing.

pm them again. theyre always on top of things.. theyre probably stacked on pms and such