Here is the cpp. How to write to technical support here. You have made a payment, but no gold has been credited to your game account
There are problems in any game, and it is especially offensive when they arise in such a popular and beloved strategy by many as World of Tanks. Some of them can be solved on your own, but sometimes there is no other way out but to contact the User Support Center. You can write to them around the clock - support works 24 hours, 7 days a week.
You need to write to technical support here
What are the most common problems?
Before you write anything, you need to determine what problems you are having. All requests and messages that come to technical support are initially processed by urgency and complexity. Those that require immediate solutions are received by specialists within a few hours. If the question is not urgent and the user can independently solve it without support, the answer may come within two weeks.
As a rule, all users have difficulties of a similar nature. It:
- The user cannot log into the account, as control over it is completely lost.
- Payment failed. The payment was made, there is all the confirmation of the payment, but gold has not appeared in the game.
- It seems to the player that something is wrong with his property - gold disappears, equipment changes, tanks disappear somewhere.
- Technical issues - the game stopped launching or crashes at the most inopportune moment.
- When a player violates the rules of the game, he receives a penalty, but wishes to appeal it.
- Difficulties that arose due to the fault of other players.
- I would like to ask ...
World of Tanks account not starting
Losing control of your account is the most common nuisance. It is connected, most likely, with the loss of control over the mail. This could happen if your mailbox is hacked. Therefore, to solve this problem, you should:
- Recover mail.
- Change the password for the mailbox so that the cases of theft of your "soap" do not recur.
- Change the password for the account in the simulator. The account should be linked to a mobile phone, then it will be much easier to restore your rights over the account.
In parallel with these actions, be sure to apply to the User Support Center, describing in detail what happened. To apply for the loss of control over your account, you do not need authorization, you just need to fill out the application form. This is not an urgent problem, so expect an answer within two weeks.
Akhtung: the gold is gone!
The next problem is also not uncommon. You made a payment and the gold never arrived. Where could it have disappeared, and what to do? First, check if 24 hours have passed since the payment was made. Sometimes it takes a day for gold to be credited to your account.
If much more time has passed, then you need to notify the Support Center. It's great if you still have a receipt (when paying through the terminal), then you can contact the service organization and find out why the payment did not go through.
If the payment went through, but the gold did not arrive in your account, you need to contact technical support. To do this, open the section "financial issues", find "Unpaid payments" and fill in all the columns. After submitting the application, the issue must be resolved within two days.
World of Tanks game frame
What to do if tanks and experience disappear
If it seems to you that something happens to your tanks, experience, equipment or other game property, it disappears somewhere, or someone steals it, then you need to:
- Make sure that this is true, and not you think.
- Contact technical assistance.
Explain in detail why you have suspicions, it is advisable to have evidence of the loss on screenshots. The complaint will be reviewed within two days.
The game crashes, does not load, does not work
All of these problems are technical, and an application should be submitted to solve them. The form is filled out by logging into the site. It's great if you managed to make a screen or fix the problems in some other way. In any case, they should be described in detail.
To check if the problem is in the game, and not in your computer, you need to check the drivers, operating system, Internet connection. This information may also be required for the Customer Support Center. The special Utelita WGCheck will help you get the information you need.
Problems - write to the Technical Assistance Center
You are punished!
If you violated the rules of the game and were punished, most likely there will be no sense in appealing the punishment. Any player must abide by the rules and be prepared for retaliation if they are violated.
If you were hurt because another player violated the game and you want to rehabilitate yourself, it makes sense to apply. The administration fundamentally does not consider the problems that arise between users who are in the same clan.
Important: if your complaint is described in the "Complain" section, then the penalty will not be lifted.
If your complaint is not described in the complaints section, then you can write about it within a week from the moment of its occurrence.
These requests are being considered indefinitely, as an individual approach is applied to each issue.
I would like to ask
Cases when a user just wants to ask something is not uncommon, but it is not always worth writing to technical support. First of all, use the forum, perhaps the answer lies on the surface. If the elaboration of the forum has not borne fruit, please contact support. But remember, the answer won't come quickly.
Important: Do not write to technical support about the same issue several times. All appeals are considered in turn, and the same questions from one person are combined into one, with the assignment of the date of the last appeal to him. This will send your question to the very end of the queue again.
The letter does not reach the mail
If you write to the mail [email protected], and in response you receive a message that the letter has not been delivered, and all replies sent from your mailbox directly will be lost, which means that you should write from another mailbox until the issue is resolved. But it is better not to use mail, but to fill out an application on the service.
All requests received by the User Support Center are divided into categories depending on the problem the user has encountered. Let's take a quick look at how a person who contacted technical support should behave, depending on what the reason was.
1. Lost control over the game account
One of the most painful problems. Therefore, let's start with her.
Typically, the loss of control over an account is associated with hacking of the user's email. In this case, immediately contact the technical support of the postal service on which you are registered. Restoring control over mail is a vital thing in this case.
At the same time, you need to submit an application to the World of Tanks Project User Support Center. You can find the rules for filing applications for unauthorized access to an account in the knowledge base. 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. Due to the complexity of the problem, applications in this category are considered within two weeks from the date of submission.
2. You have made a payment, but no gold has been received on your game account
If you deposited money through a payment terminal, then first of all you need to contact the organization that provides its service. You can find the phone number of this organization on the check given to you by the terminal.
Applications for payments that were made in other ways are submitted through the form on the World of Tanks project technical support website. You will need to log in, fill out the form and wait for a response from a specialist. You will most likely be asked to provide payment details - provide them. The term for consideration of the application is two days from the date of submission.
You can get more information on financial issues in this topic.
3. It seems to you that something is wrong with your game property
This category includes issues related to premium account, game gold, credits, experience, equipment, tanks, etc.
Before writing an application, we strongly recommend that you read this article. She can help you figure out on your own what happened and, more importantly, whether it happened at all. If you have read this material, but are still sure that something is wrong with your property, then write to support. 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 should be done in as much detail as possible, but avoiding unnecessary details. If you have fixed the problem in the screenshot, you can attach this screenshot to the application.
In order to help sort out the situation, the technical support service may ask you for a file called DxDiag. This file includes information about your computer, operating system, drivers, etc.
Attention! The DxDiag file does not collect any personal information and is needed by specialists only in order to find out which solutions to the problem will be optimal in your case. Instructions for obtaining the DxDiag file are located.
5. The rules of the game were violated against you, or you were a violator and want to appeal the punishment imposed by the project administration
We want to warn you right away: the support service does not consider applications related to inflicting damage or destroying allies (teamdamag and teamkill). An automatic system is responsible for tracking this type of violation. Please note that restrictions imposed on your account by the automated system are not subject to appeal and applications for them will not be considered.
You can read a complete list of actions prohibited for World of Tanks players in this thread on the official forum of the game.
An application for a violation of the rules or an appeal against a punishment can only be submitted from the first person. Thus, 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, requests for conflicts within clans are not considered. These are internal affairs in which the administration does not interfere in principle.
The term for consideration of an application for violation of the rules is two days. Appeal applications are considered on an individual basis, the processing time depends on the complexity of the situation.
A complaint about a violation of the rules can be filed within seven days from the date of the violation. Complaints about earlier events will not be considered.
6. Do you have general questions regarding the World of Tanks project
Before asking a question to the support service, we recommend reading the game forum. It is possible that your question has already been answered in one of the topics.
If the application was still submitted by you, then it will be considered within two days.
Remember one more important rule. If you write the same type of support applications, then each new application will be combined with the old one, and the consideration period will be considered 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!
How to create an application to the World of Tanks User Support Center?
Before creating an appeal to the User Support Center, you need to log in to our website.
In the upper right corner of the page, click the Login button.
Enter the email address to which your account is attached.
Enter the password that you use to enter the game (as well as to log in to our other resources).
You can also activate the "Remember me" item so that in the future authorization from this computer will be done automatically.
Click the Login button.
If all information has been entered correctly, the account menu will be displayed on the page, where you should click the "Submit application" button.
Create an order:
The application is made in 4 stages.
General information about the application
If the account has access to several projects of our company, then you need to indicate the one regarding which you have a question.
A correctly chosen section can significantly speed up the processing time of your application.
Briefly describe your problem, perhaps a solution to the problem is already available in our knowledge base.
Click the Continue button.
Possible solutions to your problem
According to the description of your problem, articles and news will be found that may help in solving the problem. If you did not find the material that helped you in solving the problem, click the Answer not found button, continue, if the corresponding material was found, click the I found the answer button and the application will be canceled.
Application details
State in detail the essence of your question, proposal or problem. Carefully fill in the additional fields of the application, which will help to significantly reduce the response time of the Support Center specialists.
Attach the necessary files by transferring from an additional window or by clicking the "select from computer" button.
If the application is forwarded to the technical department, try to include a DxDiag report. You can find out how to get it in a dedicated article. Also indicate the version of the game client and the server where the problem is manifested.
Allowed formats: jpg, jpeg, png, txt, log, pdf, doc, pp2, dmp, zip, dat, wotreplay. The size of the uploaded file must not exceed 800 Kb (2 Mb for jpg, jpeg, png files).
For example: If you want to post a replay of a battle, be sure to describe in detail the situation or malfunction that needs to be commented on, and also be sure to inform the time of the battle timer.
After completing the application, click Continue.
Completing the creation of the application
Check all the information entered, if you need to supplement the application, click the Change button, after checking and completing the information, confirm the intention of your actions by clicking the Create application button. If during the application process you have found a solution to the problem yourself, click the Cancel button.
On February 13, we launched the updated User Support Center website. These are not cosmetic changes, but a real deep rework. We have 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 "Hot 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 of the Knowledge Base and the latest technical news in the upper 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 a special button. You will find it on the 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.
