General Support - Information

This section deals with issues related to connecting, setting up client, transaction or troubleshooting account/character related problems.
Forum rules
- Please check the section guidelines before posting. They can be found HERE.
- Off-topic is strictly not tolerated and posts that do not contribute to the issues reported will be deliberately removed.
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Nyeriah
Posts: 618
Joined: 13 Sep 2015 17:10

General Support - Information

#1 » Post by Nyeriah » 23 May 2014 09:05

Greetings,

Here'll be presented the basic information regarding our support system and few steps to be followed when seeking help through the support sections and their extensions. It's highly advised to read this before opening a new thread or even requesting an in-game ticket.

This section is to be used whenever you find an issue that requires extra attention and when a ticket itself wouldn't do the job. For example, problems with the website, problems regarding accounts, lost characters, missing achievements and transfer issues and so forth. It's also recommended for issues that don't require the player to be online, or in cases the player cannot be online to make a ticket and wait for a response.

There's no need to open both a ticket and a thread! In fact, it's counter-productive to do so!

It's very recommended to search about an issue before requesting help.
Sometimes, the answers are already there!

This section is not to be used to report bugs. To do so, use our Bug Tracker instead!
Find out how to use our Bug Tracker > HERE <

When requesting help concerning accounts, keep in mind that it's not recommended to post any personal information such as usernames, passwords or emails in public threads at any time. If we find any of the before mentioned we'll be editing, deleting or removing the post and the user will be notified.

When requesting help regarding transfers, be it at forums or in-game, always provide the transfer ID of the concerned character. It can be found at the Transfer Manager.

As soon as the issues are dealt with the topic will be locked and moved to our
Resolved section.

Always provide full crash dumps when requesting help regarding client crashes.

It is recommended to run a /tracert and verify results before opening a thread regarding connection issues.

Finally, few common issues can be found at our General Information section, at the
FAQ - Common Issues and Useful Information thread.

If your issue requires private approach you're free to send a personal message to our Staff members at forums. To do so click > HERE < and select the usergroups at the box at the right corner then click the add button.

Additionally, you can also find us at our chat room!

After the first unsucessful contact attempt from a Staff member, the topic will stay open for a period of 7 days. If no further response is given from the requesting user, the topic will be locked and a new one will need to be made.

DISCLAIMER
We reserve the rights to close any thread at any given moment without previous warning or notice if
  • - It consists of a cognitive issue that has already been reported or asked many times previously.
    - It violates any of the specified board and server rules.
    - It strives off-topic and loses it's original purpose.
“All your life, you will be faced with a choice. You can choose love or hate…I choose love.”
― Johnny R. Cash

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Nyeriah
Posts: 618
Joined: 13 Sep 2015 17:10

Re: General Support - Information

#2 » Post by Nyeriah » 19 Mar 2016 04:04

PRIMALWOW
- If you're unable to login your account or your characters are missing please read the Forums & Realm Merged announcement.
- if you already had an account at TrueWoW you might want to read it too so you can know more about how you can merge them.[/size]
“All your life, you will be faced with a choice. You can choose love or hate…I choose love.”
― Johnny R. Cash

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