Can't reset password and log into the game.

#4 - July 17, 2014, 1:26 p.m.

Please note that your friend will need to submit a ticket — you cannot do so for her.

If you have submitted on her behalf, please close the ticket (write “I no longer need help” in response to a ticket e-mail) and have her open a ticket herself. If she has submitted a ticket, the team will help her as quickly as possible.

#6 - July 17, 2014, 5:13 p.m.

goblin.5938:

Gaile Gray.6029:

Please note that your friend will need to submit a ticket — you cannot do so for her.

If you have submitted on her behalf, please close the ticket (write “I no longer need help” in response to a ticket e-mail) and have her open a ticket herself. If she has submitted a ticket, the team will help her as quickly as possible.

Firstly, as i said, she has submitted the ticket herself (actually i helped her as we live together). Secondly, she can’t neither log into her account nor get any information about this ticket she submitted.
She can submit another ticket if you suggest so.

She does not need to log into her account to submit a ticket or get responses to support tickets. They come via e-mail. If she is not getting responses, please have her read the thread about e-mail difficulties. If she cannot use the webform (but I think she already has, so that’s best) she also may wish to submit an e-mail to [email protected] and watch for responses, again, through e-mail. Using a completely different e-mail provider is sometimes necessary, as some providers are blocking our mails.

#8 - July 17, 2014, 6:40 p.m.

goblin.5938:

Gaile Gray.6029:

She does not need to log into her account to submit a ticket or get responses to support tickets. They come via e-mail. If she is not getting responses, please have her read the thread about e-mail difficulties. If she cannot use the webform (but I think she already has, so that’s best) she also may wish to submit an e-mail to [email protected] and watch for responses, again, through e-mail. Using a completely different e-mail provider is sometimes necessary, as some providers are blocking our mails.

Thank you for response. We will use a different e-mail provider to submit another request.
But could you please check if there is a request from her? Submission e-mail address matches her registration e-mail.
I know it might sound like i’m some other person, but we live together, we play together and we read this forums together. And now we are using this healthy account to ask for help on forums, because other methods of communication didn’t work.

We have two tickets in the system. I’ve believe the e-mail account used to submit the first ticket may be compromised, so since you submitted a second ticket, I’ve asked agents to respond in that ticket, to avoid the hacker getting confidential information through what is, I believe, a potentially compromised e-mail account.

I could be wrong in my assessment, but since you have two addresses, I’d rather be safe, especially given all the authentication approval communication the first e-mail address received.

#9 - July 17, 2014, 6:42 p.m.

Gaile Gray.6029:

goblin.5938:

Gaile Gray.6029:

She does not need to log into her account to submit a ticket or get responses to support tickets. They come via e-mail. If she is not getting responses, please have her read the thread about e-mail difficulties. If she cannot use the webform (but I think she already has, so that’s best) she also may wish to submit an e-mail to [email protected] and watch for responses, again, through e-mail. Using a completely different e-mail provider is sometimes necessary, as some providers are blocking our mails.

Thank you for response. We will use a different e-mail provider to submit another request.
But could you please check if there is a request from her? Submission e-mail address matches her registration e-mail.
I know it might sound like i’m some other person, but we live together, we play together and we read this forums together. And now we are using this healthy account to ask for help on forums, because other methods of communication didn’t work.

We have two tickets in the system. Both have been sent an automatic response, but I believe the e-mail account used to submit the first ticket may be compromised, and the hacker may have deleted the response. Since you submitted a second ticket, presumably from a secure e-mail account, I’ve asked agents to respond in that ticket, to avoid the hacker getting confidential information through what is, I believe, a potentially compromised e-mail account.

I could be wrong in my assessment, but since you have two addresses, I’d rather be safe, especially given all the authentication approval communication the first e-mail address received.

I wanted to hasten to say that I do not know for certain that the e-mail account has been hacked, but it bears all the earmarks. So for security’s sake, I’ve made notes on both tickets and hope that helps her.

#12 - July 21, 2014, 2:47 p.m.

Yes, the team can assist. Please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, which will create a ticket within the support system. If you do not know some of the information requested, leave the field blank. However, there are two drop-down areas that require an answer so be sure to choose from those fields so the ticket is properly submitted. Once you’ve done that, the CS Team should be able to help you.