Support Tickets

Go to the support page

Open My Account → Support. You will see your existing tickets grouped by state — open, answered and closed — and a button to create a new one.

Pick a category

Choose what the ticket is about:

• Bug — something in the game or on the site does not work as it should.
• Payment — anything involving Diamonds, purchases or deliveries.
• Account — access problems, characters, account data.
• Other — everything that does not fit above.

Write a useful subject and message

The subject should say what happened in one line — “Item bought yesterday never arrived” beats “help”. In the message, include the details we would otherwise have to ask you for:

• Your character name.
• When it happened, as precisely as you can.
• What you expected, and what happened instead.
• The exact error message, if there was one.

Attach proof

A screenshot answers more questions than a paragraph. You can attach images and short videos, or paste a YouTube link if your clip is long.

Replying

When staff answer, the ticket moves to answered and you can reply in the same thread. Keep everything about one issue in one ticket — opening a second one for the same problem only slows it down.

Closing

Once your issue is solved you can close the ticket yourself. A closed ticket cannot receive new replies, so if the problem comes back, open a fresh one and mention the old ticket number.