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Vilya

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1

Thursday, 18. January 2018, 15:26

[Guide] Sending a Ticket to Customer Support

Guide on the ticketing system Options can be found here: Ticket System Guide

Bare minimum of requirements for all tickets sent for any reason:
Account username: (Required)
Email address: (Required for email change issues)
Server: (Required)
Date of issue: (Required)
Note:
  • All tickets should be sent from the email associated to the account you are sending the ticket about or customer support cannot assist you.
  • If you need to change your email address, please see this FAQ: How to change your email.


Billing related issues:
  • Transaction Number: (required)
  • Method of Payment: (Preferred)
  • Screen shot of any error: (Optional, but helpful) [FAQ: How to Screen Shot]
  • Any other pertinent information, such as email confirmation, withdrawal date and such.

Note:
  • Please make certain to choose the option "I have an issue with a payment or purchase."


Loss Claim tickets:
  • For Gear: Exact name of the item, seal color and type, number of sockets, jewels: levels and types, upgrade bonus
  • For Pet: Exact type of pet, name of pet if nametag used, pet level, pet evolution
  • Potions and other items: Exact name(s), amount missing, where they are missing from
  • For ALL: Last time you recall seeing the missing item (approximately), Screen shots of missing items if possible [FAQ: How to Screen Shot]

Note:
  • Exact name of item is required as it appears in the version you play.


Reports:
  • Screen Shots (required): Chat is required to be fully extended and free of all blocks if reporting a chat violation. Server information and date/time must be fully visible. [FAQ: How to Screen Shot]
  • Video evidence is required in instances for accusations where the offender must be seen in action to prove violation.

Notes:
  • Please do not block out, circle, fade, blur, or perform any other alterations to your screen shots. This should assist Customer Support in knowing the issue without needing to ask too many questions for resolution.
  • It must be a full screen shot of your entire window, this will not be shared with anyone, but we do require this or we cannot assist you further.
  • If making accusations of harassment, users need to attempt all necessary means or resolution themselves. This means use of in game ignore feature and not instigating or exacerbating the issue.

Bug Report:
  • Reason for issue: (if known, i.e. only when blinded by a monster first, only when I used Dash, etc.)
  • Type of bug: (i.e. Pet issue, Character issue, potion issue, monster issue, etc.)
  • List of all buffs, pets equipped, gear equipped, potions loaded when the issue occurred
  • Last thing you did prior to the issue
  • Exact map and location of the occurrence
  • Screen shots or video of the incident [FAQ: How to Screen Shot]

Notes:
  • The more information you can provide, the better chance of your issue being resolved swiftly.


Overall Notes:
  • Please remember Customer Support is not the cause of your issue, so being rude and cursing at them will not aid your problem in any way. The person who is handling your ticket in such cases of overt rudeness, obscenities, and threats can refuse to handle your ticket and add it back to the queue for someone else to handle which will result in longer response time for you.
  • Remember you are likely not the only person with an issue in, so patience on your part is required.
  • Tickets are handled in a first come, first served process.
  • While tickets are generally responded to within 24 hours, during times of larger problems, holidays and such it is possible it will take longer.
  • From time to time, other tickets might take precedence over your ticket.

Send a ticket to Customer Support
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This post has been edited 1 times, last edit by "Vilya" (15. July 2019, 20:18) with the following reason: added ticket guide

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Vilya

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2

Monday, 15. July 2019, 20:14

Ticket System Guide

In order to submit a ticket you need to visit the website: Support
Languages in which support can assist you are English, German and French. All other language versions need to send tickets in English, or Customer Support can not help them.

Once you have opened the website in your browser follow the below steps:

  1. You can create an account using the email you have registered to your game account. This will benefit both you and support. You will be able to keep track of your open tickets related to your game account, and your email will automatically be added whenever you submit a ticket keeping all activity linked to your account.


  2. Once you have created the account and logged in successfully, choose Last Chaos from the list of available games:

  3. Next, click on "Submit a Ticket".

You will be redirected to the ticket creation page.


  1. Choose your issue from the available drop down list.
    • Ban Query - Choose this option if you would like to submit an inquiry about a ban on your account.
    • Item Issue - Choose this if you have an issue with an item in game.
    • Pet Issue - Choose this option for any Pet related issues
    • Technical Problem - Choose this option for any technical issues you are facing with the game (installation issues, unable to launch, errors when trying to play)
    • Harassment Report - Choose this option if you would like to report another player for rules violations.
    • Payment Problem - Choose this for any billing related issues (Cash purchase issues, payment issues). Remember to provide also details of the transaction.
    • Promotional Item Issue - Choose this for any issues related to promotional items (Promo items not received, incorrect amount, etc..)
    • Volunteer Applications - Choose this if you would like to apply to the game team.

  2. Choose the server where the issue occurred on (the letters indicate the game version).
  3. Provide the name of your character
  4. Provide a date and time (if possible) when the issue occurred
  5. Provide the game account name
  6. Provide a short description of the issue.
  7. Describe your issue is detail, provide any relevant information here. Please refrain from using inappropriate language as that will not help your case. Please write the EXACT name of the item/pet/equipment you have lost, or having trouble with, or questions about in YOUR language. Do not attempt to translate it into English.
  8. Add any screenshots or files that may serve as evidence or may make it easier for support to resolve your issue.
  9. Press 'SUBMIT' to finish the ticket and send it to support.


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This post has been edited 8 times, last edit by "Mehira" (20. August 2020, 11:57)

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Vilya

Community Manager

  • "Vilya" is female
  • "Vilya" started this thread

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Date of registration: 3. September 2014

Location: USA

Occupation: Last Chaos Community Manager

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3

Thursday, 13. August 2020, 19:11

If you are experiencing any account issues at all, you will need to go through Account Support.
Account related issues are issues which affect your entire account and not just your specific game.
These issues will include bans, emails issues, password issues (for account and not game), inability to log into website or homepage.
To get to this area, you will need to create a Glyph account as above, but once you are logged in, click the following box:


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