Unable to Contact Support

My husband and I are having an issue not being able to contact DO support. We still haven't received compensation for the missing season pass daily missions. We've both tried to contact support several times in the passed few days but haven't received any response from them at all, not even the automated email response stating that they've received our messages. We've tried sending through the contact form in game, through the contact form in a web browser and tried sending through the in game form from a different computer. We're both at a complete loss and we don't know what to do at this point. Any ideas???

 

I have the same issue they say to contact them about it but when you send a ticket you get nothing it just vanishes.

 

Extremely frustrating

 

You can try using the link in my signature below to reach out to support. When using the link below OR the support contact form from the game client, you should receive a confirmation email with a ticket # back to the email address you provided. Also, please be sure you leave a valid email address when you contact support or they will not be able to reply to you, yes this has happened in the past.

If you do receive that email confirmation, your request was received and support will reply to you as soon as they can. If you do not get that confirmation email, please check your spam or junk mail folders, just in case but usually if you do not get that confirmation email, it means your support request did not get submitted.

Support does reply to all tickets in the order they were received. So if there are a lot of tickets or no one working the support queue, it may take several hours (up to a day, but usually less) to get a reply from them.

If you try again, please feel free to post here and let me know if you were successful or not. I'll do my best to help you get in touch with support.

Regards,

 

Oddessey, I appreciate the reply. I've already tried using the link in your signature and didn't receive a response doing that either. This is what my husband and I have tried so far:

-sending from contact form in game
-sending from contact form in browser (from the link in your signature)
-sending from contact form in browser and entering a different email (our accounts are registered using our website domain .com emails so thought I would try a hotmail/gmail just in case our mail server is blocking communication)
-checked spam and junk mail folders and nothing there either
-tried sending from another computer
-tried uninstalling the game, re-installing and sending again

The last tickets we sent in were on Feb 8 to let them know about the missing daily missions and we received the automated email confirmation with the ticket number for those tickets along with replies from support without any problems.

This time we're not even receiving the automated confirmation response with the ticket number.

In the 16 yrs we've been playing, we've never experienced this type of issue before.

We sent our first tickets in I think Wed or Thurs so we should have received a response by now (the automated confirmation email usually comes in within 10-15 min but we never received one).

My user ID is 21785771 and my husband's user ID is 21609151.

Hope I have included enough information for you. Please let me know if there's anything else you need

 

I recieved no response either. I posted in here a couple of times and waited to hear back.

Its been crickets. We did get another laser release and a voucher...

 

It is madness asking everyone to contact support for an issue that everyone that bought the season pack had. Everyone that did could not do daily missions for 7 days and compensation was already promised but has not been delivered.
Making this a support issue will no doubt flood them with tickets, which is why I've held off from doing it on both of my accounts.
Last time I bother with the season pass - it has got worse anyway. Clearly whoever makes these missions has never even played the game!

 

i have had this issue for years. my support page is not working, can't send anything to them like its been blocked. Believe it started not long after the server mergers. the only way i can contact anyone for help is in the forums in general issue. Hoping they look. this game is going down hill fast and from what i can tell, they don't care and are just letting it fall apart.

 

once again on a sunday event connection crashing connection loss im guessing its all the bots in the game you have allowed back ,when are you going to learn letting back is crashing the server and bugging it ..it ruins it for all us honest players ,the event gate is laggy as hell unless u have auto im dam sure the honest players like me struggle to even shoot a npc we feel let down yet again wats worst the bots are hear but no real player behind them hence messing yer game up sort it out once and for all pls

 

Wow, you are dedicated I surely wouldn't spend any money on a game where I couldn't contact support if I had an issue. Our contact forms have been broke for years as well (unable to see the text in the boxes but it's there if you highlight it) but we've always been able to submit a ticket, until now.

@EmperorOfTheOrbit Totally agree. We won't be purchasing again after this.

 

Quick update: I tried sending a ticket in this morning and also did not receive the autoreply so I'm guessing there is some issue with incoming tickets at the moment. I checked and it looks like another language team has already escalated this to the game team, so they hopefully get it fixed quickly.

I'm hoping we get some information tomorrow to pass along to you all, letting you know more info on the issue or even better that they were able to fix it so please watch this thread and the official announcement area for any additional updates.

In the meantime, I've done all I can, so now we wait. Thank you all for your patience with this, I know if can be frustrating!

Regards,

 

Thanks Oddessey

 

stopped giving them money long time ago, because of the bots and other things like i play in the early morning and they hardly ever have events that run when i play.

 

Update: Support tells me they have many tickets this morning so it looks like everything from the weekend finally came in and they're working to answer them all as quickly as possible. I've asked them to let me know when they have answered them all so I can let you know that here as well.

Regards,

 

Agreed, the bots are too much. They say that repeat offenders will have their accounts permanently banned but in my opinion, I don't think that ever happens.

So just want to give you guys a quick update. We finally received both the auto confirmation emails and emails from support this morning.

Unfortunately, if I'm understanding the emails correctly, they are only compensating the players who suffered from disconnection problems and who couldn't enter the game map.

They are not giving any compensation to the players who experienced issues with 7 days of missing daily missions.

Can't say that I'm not surprised at this outcome. Not a very happy camper at this point. A company shouldn't post (Feb 22 on Discord) that the player's who experienced issues with the season pass daily missions will be compensated and then not follow through.

As a business owner, it's definitely not the way I run my business.

 

Hi ı*n*f*e*c*t*e*đ,

I'm sorry you didn't get the additional compensation. As I understood from support, there were two compensations, one that everyone with the season pass received and the additional was only for players who were not able to connect to the game for several days. The game team were the ones who decided who was on the list for the second compensation, and as best I understand, that list did not include players who were able to log in daily to play in the affected time period.

@everyone - EN Language support tells me they have responded to all tickets that entered their queue, so everyone should have received a reply by now. If you have not, please submit your ticket again OR feel free to let me know here if you are still having trouble contacting support and I'll do my best to help you.

Regards,

 

Oddessey, I appreciate the info. I've checked both my husband's account as well as my own and unless I missed it, I don't think we received any compensation. Don't matter, it is what it is.

You've been very helpful with the support ticket issue and we appreciate you taking the time to update us on the situation.

 

Oddessy: Thanks for taking one for the team as they say. I have no responses or compensation for the issue.

You are our only gateway anymore. Unless I go to discord and deal with the fun there.

 

Closing this thread as no one has replied with any further troubles contacting support. Thank you all for your patience!

Regards,