Support ticket response confirmation

I am wondering how I will know if my support ticket has been addressed? I requested an account reset, but I don't know if it actually happened. I am hoping that may resolve my login issues.

Thank you,
Lori

Loricsg - ID 8758469

 

You should receive a confirming e-mail.

Just remember that the Moderators are not necessarily in the same time zones you are. Some of the people helping you are all over the world, Major sources of people for the English forum are Europe, Americas, Australia, India, and pretty much any where in between. So give them a chance to respond. PirateLee who handles The English Support tickets is usually in Australia, Biig Point parent to Rising Cities is in Germany and Luxemburg. So you see the time differences can be major.

 

good luck I put my ticket in 10 days ago.ID 8766353

 

Have received several replies from Lee who has been doing everything he can to help with the log in issues and has forwarded some of the information I was able to uncover with the help of my computer technician. Keep in mind that right now they are swamped with support tickets because of all the recent issues?

 

I know they are very busy with the current issues, so I wanted to be sure not to add to the work by submitting another ticket. I submitted a few days ago, and will be patient and look for the email. Thanks all!

 

You are welcome, and here's hoping your issues (and frankly everyones') get resolved as quickly as possible

 

Amen to that Geflin. Hang in there Loricsg

 

With the new information we have advising this is a connection issue resetting data is no longer an option. Hundreds of US and French accounts have been reset without any luck as this is not the problem. The problem is the connection from each of those countries (and a few others) with the servers in Germany.

Now they know where the problem is it is just a case or tracking down the actual issue, the team are working to fix this.

If you sent in a tick you have already had a reply as there are no open tickets in the English language support (i did them all).

 

Then go have a nice quiet dinner and a tall cool glass of beer, then go to sleep. You kind and gentle prince.

 

Huge kudos to Lee in particular. This guy has been working nonstop on these issues, and I know he made good use of all information that came his way. Man deserves a beer and a rest, and all of our thanks. Hang in there Lori...I have seen some of the coding errors the team is facing, and it's going to take some work to fix. Thank you (Lee) for the update, am sure everyone really appreciates at least knowing where things stand and that something is actually being done to correct the problems

 

Make sure you still have the same mail address as when you started play this game, check your spam filters so they haven't taken the mails.
This is how it should go.
When you send a ticket you will get a generic auto reply "bla bla thank you for your ticket bla bla", I get this within a few min.
Normally Lee respond within ½day but he's human (I think ) so he may not be on 365 days/year.
Yesterday I got a reply from him in less then 1h despite the fact he's swamped (impressive).

This is what you are looking for in your mailbox.
Received from: Customer Care Team
Subject: Contact form [Ticket# really long number]
The only difference when Lee respond is:
Subject: Re: Contact form [Ticket# really long number]

Hope this will help

 

i sent in a ticket a few days ago and have not had any reply,,i understand you are all busy with this issue and are working hard on it,,its just frustrating for us on this end when we don'
t know what is going on balzatar12010 | ID 889980

 

Thank you so muck for the update

 

Im in the US and the game is still not loading for me.

I sent in a support ticket & cleared out cache...still waiting!

FoxyB | ID 6605092

 

Thanks Lee, and all. I didn't see anything in my email - spam or inbox, but it won't matter if this is not resolving the issue. I can be patient (if I keep saying it will it work? LOL) Looking forward to resuming my game as fixes are made. I think I will have a nice beer myself.

 

nothing further can be done from here closed