Why is My Account Canceled?
If you never canceled your account, but are now receiving a message that your account is canceled, here are some of the possible reasons.
1. Some cancellations were not processed within the last several months ? and we synchronized our records with our billing provider iPay on April 20. Prior to April 20, some people may have had a canceled account but could still play.
2. If your address was out of date, credit card overdrawn, expired, etc. then your account would be canceled by our billing provider after three failed attempts to bill - but it's possible you could continue to play.

Why this is Confusing
If billing failed 3 months ago, your account may have been canceled but you could still continue to play Horizons. A common reason for failed billing is because of an overdrawn account, incorrect billing information, or similar.

Since we didn't process cancellation requests for some users, you would have been able to continue playing and would be unaware there was any problem.

Canceled Account and No Subscription
When you renew your account, the very first drop down box allows you to select a subscription to update. Some older accounts created before the migration from iBill to iPay no longer have a subscription associated to the account.

If the drop down doesn't show a subscription to update, there is a button on the right side of the screen called ?Add Subscription?. Just click Add Subscription and enter billing information.

Looking up Billing History
You can look up the billing history for your account by following these instructions.
1. Go to www.ipaycs.com
2. Enter the email address you used to sign up for HZ service
3. Enter the credit card you are currently being billed to
4. This will display your account status and billing history

To determine if billing for your account is active or inactive, look for the phrase ?Active: True? or ?Active: False?

This page can be confusing because it only displays billing attempts ? not whether a billing attempt succeeded or failed. If there was something wrong with billing information, you will see three attempts to bill your card, but this page doesn't display whether those attempts were successful. This can look like you were charged too many times when the charges were actually failed attempts. Please contact customer support at [email protected]for help with billing issues.

Trouble Logging In
Receive Error 71 or 86 When Logging In
Contact support so we can verify account is in working order and verify the status of your account. If you have not already done so, you should also update your billing information or add a subscription to renew your billing status.

Popup Window appears telling you to re-subscribe, but you are already subscribed.
Notify support at [email protected] and we?ll check your account to make sure there are no extraneous subscriptions and that your account is in working order. In the meantime, press cancel on the popup window and continue playing the game.

Popup Window appears telling you to re-subscribe
Press OK and on the right side of the screen click ?Add Subscription?. Enter your billing information and you should be good to go.

Thank you
If you are having trouble, we apologize for any difficulty you are having trying to log in. We appreciate your patience and hope that some of the information and tips listed above can help. If you're waiting to hear back from Customer Service, know that they are working as quickly as possible to get to your support issue.

Thank you for your support and we look forward to seeing you in game.

Rick
Horizons Team