Support: How to Create and Track a Ticket
Need help? Learn how to open a support ticket, what each ticket status means and how to report a player or message.
Got a question, run into a problem or want to report something? Use Support (in the Community menu) to get in touch with the team. Check the frequently asked questions first: your answer may already be there.
Creating a ticket
- Choose the category that fits best (question, bug or problem, report a player, report a message or other).
- Give it a short title.
- Describe what happened. The clearer your description, the faster we can help. Mention where it happened and what you expected to happen.
- Submit the ticket.
Following up on a ticket
The top of the Support page shows how many tickets you have open and whether there are new replies. Your ticket list shows each status and when there was last activity. Open a ticket to read the conversation and reply. You get a notification whenever there is a new reply.
| Status | Meaning |
|---|---|
| Open | The team has received your ticket and has not replied yet |
| Answered | The team has replied and is waiting for your response |
| Closed | Resolved. You can always open a new ticket |
Reporting a player or message
You can report someone from a player's profile or directly below a message. The form opens partly filled in with the right category. Just add what happened.
Language
Write in your own language. Replies are automatically translated into the language you play the game in.
Tips
- Open one ticket per problem.
- Never share your password: the team will never ask for it.
- Once your issue is solved, you can close the ticket yourself.