What to do if the game suddenly stops launching or starts crashing at the most inopportune moment? Who will help you figure it out after the loss of in-game property? Where to go if you have lost control of your account?
Some users, especially beginners, when faced with a problem, choose the wrong line of behavior. A request for help is often made in the form of an entry on the gaming forum, and sometimes in a topic that is devoted to discussing completely different issues. Someone writes private messages to developers, someone asks questions in the game chat. Unfortunately, none of these methods will help the player in his trouble. If you read the forum carefully, sometimes you can find tips on how to solve the problems that have arisen. But all the same, the most reliable means was and remains to contact the User Support Center, which works around the clock and seven days a week. The player only needs to send a request.
All requests received by the User Support Center are divided into categories depending on the problem the user is facing. Let's take a quick look at how a person should behave when they apply for technical support, depending on what the reason was.
1. Lost control over the game account
V currently this is one of the most common problems, so let's start with it.
As a rule, the loss of control over an account is associated with a hack. Email user. If you have lost control of your mail, the first thing you need to do is contact support mail service service you use to recover mail. Otherwise, the attacker will again be able to take over the game account. Restoring control over mail is one of the main conditions for restoring an account in the game (password recovery if there is no connection to mobile phone, as well as binding to the phone is carried out using a mailbox).
At the same time, you need to submit an application to the User Support Center. In it, describe everything that happened, as well as any actions that you took to regain control of the account. To apply to the User Support Center, use this instruction. Please note that you do not need authorization to file a claim to lose control of your account. All you need to do is complete the application form completely. After that, be patient and wait for a specialist's response. Applications in this category are usually reviewed within two weeks from the date of submission.
More information on restoring controls and security measures can be found.
2. You have made a payment, but no gold has been received on your game account
Please note that payments may be delayed up to 24 hours.
If you made a payment through a payment terminal, first of all you need to contact the organization serving it. You can find the phone number of such an organization either on the payment receipt or on the terminal itself.
If within 24 hours gold has not been credited to your account, send a request to the User Support Center, section "Financial issues"> "Failed payments". When placing an application, it is important to fill in all the information fields.
The term for consideration of the application is usually two days from the date of submission.
You can get more information on financial matters.
3. It seems to you that something is wrong with your game property
Before writing an application, we strongly recommend that you familiarize yourself with. She can help you figure out on your own what happened and, importantly, whether it happened at all. If you have read this material but are still sure that something is wrong with your property, please contact the Customer Support Center. The application is considered within two days from the date of submission.
4. You have a technical problem
After logging into the site, fill out the application form. This must be done in as much detail as possible, but avoiding obviously unnecessary details. If you have fixed the problem in the screenshot, you can attach this screenshot to the application.
To better understand the situation, the Customer Support Center may ask you for diagnostic information about your computer, operating system, drivers, the integrity of the game client, and if available network problems- and internet connection diagnostic data.
You can get the necessary information using special utility WGCheck. Instructions for its use are available.
5. You have suffered because of a violation of the Rules of the Game by another player, or you have been a violator and want to appeal the punishment imposed by the administration of the project
We want to warn you right away: employees do not consider applications for violations of the Rules of the Game listed in the "Complain" functionality. You can report such violations only through the "Complain" functionality... You can learn more about how to file a game violation complaint in this article.
Please note that the restrictions placed on your account automatic system tracking damage to allied vehicles and through the "Complain" functionality is not subject to appeal.
You can read a complete list of actions prohibited for World of Tanks players in the game's official forum.
An appeal against a punishment can only be submitted from the first person. This means that messages that the rules were violated in relation to your friend and your friend asks to appeal the punishment will not be considered.
In addition, applications for conflicts within clans are not considered. These are the internal affairs of the members of the clan, in which the administration does not interfere in principle.
Applications for appealing restrictions are considered on an individual basis, the processing time depends on the complexity of the situation and the workload of the User Support Center.
A complaint about a violation of the Rules of the Game, which is not listed in the "Complain" functionality, can be filed within seven days from the date of the violation. Earlier complaints will not be considered.
6. Are you experiencing general issues about World of Tanks
Before asking a question to the support staff, we recommend reading. It is possible that the answer to your question has already been given in one of the topics.
If you did apply, it will be reviewed on a first come, first served basis.
Remember one more important rule. If you send applications of the same type to the User Support Center, then each new application will be combined with the old one, and the consideration period will start counting from the moment the last one is completed. Thus, by your manifestation of impatience, you will only delay the process of solving the problem.
We wish you good luck on the fields of virtual battles and the speedy resolution of all the difficulties that arise!
On February 13, we launched the updated User Support Center website. These are not cosmetic changes, but a real deep rework. We made the Support Center as convenient, structured and informative as possible
Division by games
One of the main features of the new User Support Center site is that each game has its own section.
Maximum information about the game
In the section dedicated to each game you will find:
- Knowledge base on all issues. To go to it, click on the icon of the required category.
- Technical news on the game. They are now located at the top of the Frequently Asked Questions section. By clicking on the name of one of them, you will be taken to a page with all the technical news on the game. They will also be available in the column on the left, in the "Current Issues" section.
- Information about the state of game servers .
- Your requests to the User Support Center and their status.
Knowledge base
In the left block, you will find a list for quick access to each category Knowledgebases and the latest technical news in the top column "Hot issues".
Create a ticket to the Customer Support Center and mini-responses
If you have not found a solution to your problem in the Knowledge Base, create an application to the User Support Center by clicking on special button... You will find it on home page of each game section under the list of categories, as well as at the end of each Knowledge Base article.
So that you can formulate your question or problem as accurately as possible, each request has several additional subcategories. If you made a mistake with your choice, you can always return to the previous step by simply clicking on its name. The screenshot below shows the entire application process.
In most cases, at the last step before submitting your application, you will see a mini-answer - a quick guide or tooltip with tips and links to Knowledge Base articles related to your problem. Below in the screenshot is a chain of subcategories and a mini-answer to one of the most common financial questions.
User Support Center- Wargaming support service, which will help solve problems related to the game or help block a player who violates the rules of the game.
How to get there?
You can get there by following the link at the bottom of the site.
How to write there?
Below there will be instructions in pictures.
3. Press the button "Create a request".
4. Choose any of the 8 categories. Let's say we select World of Tanks.
5. Choose one of the 8 subcategories. For example, let's choose "Appealing punishments".
6. Below you need to write a short description of the question. Enter and click "Continue".
7. Enter in the input field Full description your question. For me, for example, so. You can enter something completely different, the main thing is not to offend the administration, support service and other players.
8. Click "Continue".
That's it, your application has been created. You can write applications for any problem that you meet.
Some rules for creating orders.
- Never insult administration and support.
- If you want to file a complaint against a player, do not forget to take a screenshot of the violation and attach it to the complaint. Below the input field there is a button "Drag and drop files here or select on your computer".
Why create tickets?
In battle there are different situations: you or someone have been insulted, the player is inactive or deliberately damages allies, behaves unsportsmanlike, etc. In such cases, it is enough to file a complaint through the complaints functionality right in the battle. But if they write insults to you in the hangar after the battle or offer to buy (exchange, upgrade) an account, you need to take a screenshot and send it to the CPP in order to punish the offender. There are many different problems with World of Tanks and other Wargaming projects. The support team will always support you.That's all for me. Good luck on the battlefields.
Prepared by: andreyv4
