Support???????

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Uccello

Trainee

Posts: 98

Sunday, October 27th 2013, 4:54am

Support???????

How in the world is one to get support? I can not goto the report page, it will no accept the email and password I know was correct, wont resend a new password, nothing. So i can not send in a ticket, can not log into game, cant do anything. All this started when i went to buy diamonds (i know foolish move), it would not accept old email pass word so i sent in for a password change, and all hell broke loose. I just need to get into game long enough to pass leadership to another guild member. How to go about this?

"Gameforge is working on it"

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Yrcanos

The Dungeon Keeper

Posts: 1,408

Location: Dungeon

Sunday, October 27th 2013, 9:41am

Have you previously registered a Support account?

If so, register a new one and write a ticket explaining the situation. They will help you regain access to your first Support account from which you can then regain game access.

Forum Rules & Guidelines :: Customer Support :: Customer Support FAQ :: Game FAQ
Reset Secondary Password :: Redeem Key :: Account Safety & Security :: How to post DxDiag.txt

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karmakarma

Master Procrastinator

Posts: 442

Location: Miami

Occupation: Diesel Mechanic (semi-trucks/tractor-trailers)

Sunday, October 27th 2013, 1:26pm

main website/game account.... those are the same, and used for playing the game, redeeming codes, and buying diamonds

forum account..... is a seperate account you make specifically for the forums, can be anything you want.

support account ... is a seperate account but requires you to use the same email as your "main website/game account"

make sure you are using the correct account for your needs, if you dont have a support account you will have to make one to speak with support, also always be careful when resetting your password, it doesnt always work like it should and sometimes it will break and prevent you from playing the game for a long period of time

LifeFire - Eternal - Grimdal
Mage/Priest/Knight
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Give a macro, Take a Macro
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Uccello

Trainee

Posts: 98

Sunday, October 27th 2013, 2:40pm

Quoted from "Yrcanos"

Have you previously registered a Support account?

If so, register a new one and write a ticket explaining the situation. They will help you regain access to your first Support account from which you can then regain game access.

That all sounds good, but when I goto support page and register again it does not send me a confirmation email so i can continue. And yes I have checked the email to make sure it was not caught up in the spam filter.

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Uccello

Trainee

Posts: 98

Sunday, October 27th 2013, 3:59pm

May have found out PART of the problem. Went and started a new account to do a support ticket. Did it with a different email but explained everything there. However when you go to say what server you are on NONE of the American servers are listed. The only ones listed are the european ones I think along with a list of numbers 1-10 and a single DONT KNOW. So if we are filing tickets to the european side it may explain why help is so slow?

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Cike

Rogue

Posts: 4,171

Occupation: Being Human

Sunday, October 27th 2013, 4:02pm

surprisingly, the EU support is faster even for US issues than US support...playing favorites much?

my r/p can outdps r/m. your name is stupid.

mages should stack dex. word.

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Uccello

Trainee

Posts: 98

Sunday, October 27th 2013, 4:05pm

well then maybe this will get resolved faster? one can hope anyway

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Yrcanos

The Dungeon Keeper

Posts: 1,408

Location: Dungeon

Sunday, October 27th 2013, 5:43pm

Quoted from "Cike"

surprisingly, the EU support is faster even for US issues than US support...playing favorites much?

That is surprising since the different websites are only interfaces to the same Support system.

Forum Rules & Guidelines :: Customer Support :: Customer Support FAQ :: Game FAQ
Reset Secondary Password :: Redeem Key :: Account Safety & Security :: How to post DxDiag.txt

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Drakkarsdad

Professional

Posts: 599

Location: In a house

Occupation: CSR

Sunday, October 27th 2013, 7:31pm

Quoted from "Yrcanos"

Quoted from "Cike"

surprisingly, the EU support is faster even for US issues than US support...playing favorites much?

That is surprising since the different websites are only interfaces to the same Support system.

Sorry Yrcanos.. it is faster. I know from recent experience.

@ Uccello: use the don't know option and in the message part of the support request enter the server you play on along with your character name and the issue. My request to support was resolved in 3 days.

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Uccello

Trainee

Posts: 98

Sunday, October 27th 2013, 7:48pm

yeap thats what i did, but thanks for the input

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Ziav

Professional

Posts: 755

Sunday, October 27th 2013, 10:11pm

I don't know how many times I've seen it lately. If you are getting the list that does not have the US servers listed, you are on the WRONG support site. The support link on the main website takes you to the EU support site.

US support site: http://support.us.runesofmagic.com/index.php

EU (the default one from the main webpage) support site: http://support.runesofmagic.com/

If you look at both addresses you'll notice the difference.

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Uccello

Trainee

Posts: 98

Monday, October 28th 2013, 3:31am

Thanks for the info. Not sure why this can not be made known up front to people so they do it "right" However in that I have already submitted a ticket, and submitting there just goes same direction and or place, and someone else already stated they successfully used it and because filing separate tickets at 2 places may just either slow things down or mess things up I will wait a few and see what happens. If no response then I will file another one on this site as suggested by you.

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Uccello

Trainee

Posts: 98

Thursday, October 31st 2013, 5:22pm

update

For right now I can say 2 things- the support tickets work for either link altho I assume they would prefer you to use the one for U.S. or euro. Main point is there does not seem to be the months and months wait anymore. I am getting responses in a day and at times less, 30 mins on my last one.