Emailing support team… ahem, well, in my experience they don’t answer half the time. One time I asked if they had a legal team, they never answered. I finally got an answer after asking a few times in the discord, that was basically no. Even if I got an response of them saying, “We can’t provide information on this topic,” would have been fine, but they just didn’t respond.
Another time was that I asked how to get my discord ID as well as asking if they removed the bot that tells you the reason you were punished since I didn’t get reason. Guess what, never received a response for that email either.
Also they don’t read your email fully, this of course is some what reasonable. I don’t know how this time they didn’t understand that I changed my pfp, and that was why I was appealing. I stated that I changed it in the very first part, even sectioned it off for them. They answered the other part for a better explanation, then said something like, “Your ban was valid, please change your pfp and appeal.” Like what??? I did, very first thing I said.
Before I keep on ranting, my suggestion is that the support team have to respond to each email. Even if it is just, “We can’t answer this.”
Watch this get closed, "They do respond to each email." Lmao
What else can they say? They probably get multiple emails a day and sometimes don’t have time to respond to literally every single one. They’ll soon get to your email one way or another but that doesn’t mean they always have to give you certain reasoning the size of a paragraph as to why they state the response they give you.
Idc the size of their response, I just want a response. And its not like its been a few days, its been weeks, they aren’t going to respond. They try to respond within 24 hours. A response is better than nothing.
Out of the few times i’ve contacted them, they’ve responded within 6 hours.
Most of the support team likely can’t answer questions like “do you have a legal team” because… they don’t know!
They can’t assume no or yes because that could be misinformation that could spread. And they probably don’t respond with “we can’t answer this currently, we’ll get back to you soon” because they can’t guarantee getting back to you soon, because they would much rather answering questions that they actually can answer.
Contact them with a simple question that any helper could answer, and they’ll respond quickly. I know you don’t need to know the simple stuff, but thats what theyre mainly for.
Our support team aims to respond to tickets within 24 hours, and in the vast majority of cases, it is much shorter than this.
When it comes to appeals, the decision of our appeals team is final, and as stated in such emails, once a decision has been made, unless relevant information supporting your appeal is provided, they are not obliged to respond to additional emails.
Additionally, our player support team is there to provide… player support. They will provide an answer to almost anything, but if it is obvious that you are contacting them in bad faith, with questions that aren’t related to help and support, they are not obliged to respond.