Submit a ticket and support will assist you in resolving this matter, mate.
ive submitted a few tickets already over the course of a month, i havent heard from any of them yet sense i started playing with the key that was given to me.
1 Like
Yeah I’ve had 3 different support tickets i’ve submitted since 0.9 hit, haven’t had a response to a single one. Given up now. 1 of them went 6 weeks before i resubmitted, now its however long since 6 weeks after 0.9 is. Other one is like, 3 weeks or something now.
1 Like
i bet that a lot of things will be sorted when the MTX shop is out tommorow.
with that said contact them on discord or the stream on fridays 
I did, I got told to resubmit my support ticket.
@Force @Nevieth Please do not ping Judd. He is literally the most busy person on the team and he can’t help you with this. He would just ask the people who the support tickets go directly to anyways. (I deleted the messages saying to and with the ping)
@D27 @AuroraClaire I’ve checked and every single ticket has been replied to. I’m not sure why you aren’t getting a reply but so far every time I’ve seen someone say that they haven’t had a response, it has turned out that they haven’t had a response that solved the problem, the email address had a typo or some junk filter was stopping it. If you haven’t had any response at all, like actually at all, as in, no automated initial reply even, please check your junk mail or try with a different email address.
The only people that can help you with this are available to be contacted through this form: https://support.lastepoch.com/hc/en-us/requests/new
1 Like
I havent had any response, i have nothing in my junk folder, ive had the automated ‘has been received, and is being reviewed by our support staff’
In the past i’ve had responses after that, so it being my email seems unlikely to be an issue on my side. I mean its just gmail, it worked before.
Edit:
Ticket numbers:
17352, 20369, 20461
Also there was one before 0.9 when i last reported people in global chat posting bigoted stuff, that one also never got a reply, 5724
Its also very funny to point to filing another support ticket as the only way to sort it out
Do you see how it might be difficult to figure out what the problem is when in the same post you mention never getting a reply and also getting a reply?
An automated ‘we got your support ticket, someone will look at it’ and an actual response about the thing are generally seen as two different things.
In the future, I request that you make the explicit distinction between the two as a report of getting no reply at all indicates a problem with the technology of the communication channels and not getting a reply from a person yet but getting the automated reply indicates that the ticket has not been resolved yet.
Okay, can i request that in the future when people talk about not having support tickets responded to, you make the distinction that they should have had an automatic response saying they were received, but no further communication means that they’re still unresolved, even when its been weeks or months?
Like this isnt a rare thing at this point, it doesnt take much scouring of various social medias to see multiple people have had tickets they’ve submitted since 0.9 went up, not have any response to what they’ve brought up. Hiding behind semantics is shoddy customer support.
2 Likes
Sure thing.
hello mike, i keep getting automated emails; that solves some issues but never mine, and a human never response later on. so thats the problem im having.
Sure, but letting people go unanswered in support for this long for it to become an issue sort of implies maybe he needs to be pinged, so it can be brought to attention instead of let fester until people complain online?
Who in the future, if such a thing happens again (which it sadly will) would be best to ping? Should no one be pinged, and we just hope with our fingers crossed that something changes for the better without taking steps to get attention to it?
Also yeah what Aurora said, having such a weird distinction between whether a customer’s ticket was received and just not handled vs not received at all should never be on the customer to state. It’s relatively arbitrary for the end-user. To them, the important bit is that their issue is still unresolved.
You have thousands of customers now, you need a system internally to distinguish that sort of thing and not require the customer to state it in order to be replied to.
Quick edit: I’m not trying to be negative just for the sake of it, nor to be argumentative. I just know, from an end-user perspective, having what sounds like semantics be important to get a support ticket resolved can be hair-ripping frustrating.
1 Like
The main reason this is so important is that it is much more efficient to help people without going down the wrong path right out of the gate.
And I’m not sure what the problem is yet but when I got someone to check earlier today, all open tickets had been replied to by a real person.
We can distinguish between auto reply sent and real person reply sent.
1 Like
That’s all fair.
As I said above, I wasn’t trying to be argumentative for the sake of it, it’s why I had to make the edit cause I reread my post and was worried it sounded too aggressive lmao.
If in the future something like this comes up, do you recommend people opening threads and pinging you specifically, or should they just wait? How long ETA-wise should people wait for a response for their ticket before they start taking extra steps?
I’m not sure what your back-end looks like for all this, so it’s nice to know upfront what’s most recommended for users having issues.
I’m sorry, I don’t know. I kinda just saw the thread and thought I could help with some technical stuff in looking into why nothing had been received at all.
If anyone was to be pinged, probably Kain as the community manager.
2 Likes
UPDATE, i got things sorted by using discord.
2 Likes
I only just saw this, but this is objectively false. I supplied you with the support ticket numbers in here, which still have had no reply from a real person. There has been no real person reply to them. I know of multiple other people who are either in the same situation, or in teh past have waited 3+ months (and this was before multiplayer)
Something is massively wrong with your system to check this stuff if that’s the information you’re getting. At this point I dont really care, it’s not serious enough stuff that i’m desperate for a reply, but its enough to make me just move on from viewing the game how i used to.
However as you’re under the impression every ticket has been replied to by a real person, it seems worth bringing up that this isn’t the case, because someone with a serious problem could fall into the same hole of not getting any response.
Just in case anyone sees this and is like ‘huh but my support ticket is taking a while’ I chased up one of mine and got a response that they were sorry it was taking a while to be reviewed. So based on that you’re looking at roughly 2 1/2 to 3 months minimum.
Not really a situation where everythings been replied to by a real person…
((the previous ones still havent ever had any response, so either they’re in the void or you’re looking at 5+ months))