Submitting a Ticket to Customer Support

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  • Submitting a Ticket to Customer Support

    When submitting a ticket to Customer Support..
    • If you are able, submit the ticket from the account you are seeking assistance with.
    • Give as much detail as possible about the issue.
    • Look for the confirmation email that your ticket was received.
    Please avoid the following:
    • Sending multiple tickets to CS about the same issue. These tickets will be merged.
    • Creating a thread on the Forums about your CS ticket.
    • Ask CS in a ticket when you will hear back from them.
    If you need to submit a ticket but cannot send one via in-game, use this:
    Please remember to include your Ally Code or Player ID when submitting a ticket using this method, in order to ensure the fastest service possible.

    Because the amount of tickets CS receives varies daily, we are not able to offer up-to-date estimations on the queue. You can check the status of your ticket any time here:

    Respectfully, I ask everyone to remember Community and Customer Support are two different departments. The moderators and myself are here to help, but please do not ask us to get involved with CS tickets. Do not make a thread about your CS ticket/issue; it will be closed.

    The CS team will assist in any way they can. Please be patient after you write them and understand that there are many, many players writing in just like you.

    If your ticket is open or pending, a CS rep will get back to you as soon as possible.

    Thank you for your patience
    Last edited by Lyeshal; 01-13-2017, 11:44 AM.

  • #2
    Additionally, please understand that there are policies and procedures in place that Customer Support must follow. Unfortunately, sometimes these policies mean that what is being requested of them simply cannot be done. It is not intended to be a slight to our players, it just means it's not something they can or are allowed to do. These policies are in place to ensure that equal and fair treatment is provided to all players.




    Forum Rules and Disciplinary Actions

    These rules set boundaries to ensure that the EA Capital Games games and forums continue to be a friendly place where members can learn and share information on a variety of computing and non-computing topics. Heroes of Dragon Age and its forums are available to players 13 and older, refrain from excessive cursing/swearing. For more information, please see this link.

    By accessing the EA Capital Games applications, users agree to accept that game administrators and moderators may remove any content submitted by a player as defined below. Users agree to EA Terms of Service as well. Misrepresenting oneself to engage in illegal activity will be immediately reported to EA for legal action.

    Even though these are forums to allow free expression of ideas, there are other (real) people involved and one should respect their opinions and questions as ORIGINALLY POSTED IN THE TOPIC HEADINGS. Moderators are here to uphold and enforce the Terms of Service. Freedom to express your ideas, concerns, suggestions, and feedback, does not allow you the freedom of saying anything you want when you agree to the Terms of Service.

    Unless otherwise stated, courses of action will be as follows:

    1. First Offense - Warning
    2. Second Offense - 3 day ban
    3. Third Offense - 1 week ban
    4. Fourth Offense - Permanent ban

    If you have received a Permanent ban, this will extend to all future accounts created. If you are discovered to create a new account, it will also be banned.

    What is not permitted in the discussion forum:

    Advertising or soliciting other members to buy, sell, or peruse any products or services including other applications or accounts, along with chain letters and junk mail.

    Topics/posts that contain this will be both edited and closed or deleted, and an immediate 3-day ban will be issued without warning.

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    All topics/posts will be deleted. Death threats, even joking, will be deleted and an immediate 3-day ban will be issued without warning, with further review from the Sr Moderator.

    Flaming includes material that is knowingly defamatory, illegal, abusive, threatening or harassing.

    As with anything, you, as a member, should use good common sense when posting. In other words, you agree not to be a jerk. Posts containing personal attacks on another user will be edited/deleted at the moderators’ will.

    Flaming or bashing of EA/CG, the devs, or the mods is not allowed. All posts/threads will be deleted.

    Right to Privacy
    You will not violate a person's privacy by publishing against another members will, information that is private and personal. Nor will you post private communication between EA Capital Games Support, other forum members, moderators, community managers, administrators, EA Capital Games employees, or partners of EA Capital Games on these forums or anywhere else.

    Unless expressly endorsed by EA Capital Games, publicizing any correspondence of a private nature such as support tickets, email, Private Messages (PM) or chat logs thereof by any medium is NOT permitted.

    Discussing or posting of another players spending habits will be deleted.

    Obvious spam (repetitive nonsense posts) will result in the poster permanently banned and all posts deleted.

    Material that is sexually or otherwise obscene is not permitted on these forums.

    Topics/posts containing such will be deleted on sight. Forum poster will be permanently banned from the forums.

    Providing or asking for information regarding the illegal downloading of "warez", "gamez" or any other software protected by copyright.

    Future Events/Promotions
    Any posts or threads revealing future events or promotions that were not disclosed by the Capital Games team will be deleted.

    Posting the same question in more than one forum is not allowed. Should this occur, then only the thread in the most relevant forum will be left open; all others will be locked/closed and subsequently deleted.

    The use of any exploits or known bugs or editing of files in order to gain an unfair advantage while playing, will result in a permanent game and forum ban.

    Accusing another player of cheating will result in your post/thread being deleted and a message sent to you, stating to refrain from further accusations. If continued accusations occur, a forum ban will result. If you believe a player to be cheating, send a PM to the Community Manager with as much detail as possible.

    Please privately contact the Community Manager in order to submit an inquiry regarding this behavior.

    Off-Topic Posting
    Taking over a thread by posting excessively off-topic is not allowed. Off-Topic posts and any responses will be moved to their own, new thread if possible, or else deleted.

    Political Posting
    Because political beliefs, like religion, are a personal and sensitive topic, avoid posting about politics on the forums.

    Customer Support Inquiries
    All inquiries regarding Customer Support should be routed through the online web portal for support. The Community Manager and Moderators are unable to assist with inquiries regarding support tickets. Posting your ticket number and requesting assistance on the forums will result in the post being deleted. Sending a Private Message to the Community Manager or Moderators about CSR Inquiries is not to be tolerated, and will be ignored.

    Additionally, all interactions with Customer Support are considered confidential, and all issues are handled on a case-by-case basis. As such, posts containing transcripts or results of your interactions with Customer Support will be edited or deleted.

    Violation of these terms is grounds for removal from EA Capital Games games and a report to Facebook.

    What should I do if I see objectionable material on the forums?
    It is important that members recognize the real-time nature of this forum: the moderators cannot always monitor the contents of posted messages, and as such depend upon you to inform them when participants or their messages are violating our policy as stated here. You must also recognize that they cannot respond immediately to such notices and that some time may pass before any warranted action is taken.

    To contact a moderator, please use the Flag Post function on the post represented by a flag:

    What happens if I break the rules?
    At best, your post will be edited by one of the moderators and you will be issued a warning. If the offense is more serious your post will be deleted. Posting "why was my post edited/deleted?" etc. will only make matters worse, so please don't. If a moderator has not sent you a message stating why, please send the Sr Moderator a message asking for a reason.

    Should you have already been issued warnings and continue to break the rules, you will be issued an infraction - your posting privileges will be disabled for three days, but you will still be able to view the forums as a guest.

    For persistent and deliberate rule-breakers your account will be "Banned". That means you are no longer welcome on these forums and/or games and your account will no longer function in them. If you re-register, your new account will be banned as well.

    Posting Suggestions
    In the attempt to create a compromise where everyone is happy, the following suggestions are also recommended:

    1. Be civil and courteous. This forum is visited by people from all over the world, of different ages, genders, religions, and backgrounds, and are each entitled to their own opinion.
    Also, see Flaming, Right to Privacy, and Hatred.

    2. Make sure that your message topics fit the topic description of the forum in which you are posting. This is for your own benefit - for example, a question regarding a bug or problem should be posted in the Feedback section.

    3. Use the search function before posting, particularly if the question is problem oriented. Most technical questions have been answered before, and solutions are freely available.

    4. Make sure that you have followed #3 before posting

    5. Read the sticky threads at the top of each forum - they are there for a reason, and generally contain information relevant to the forum.

    6. Don't quote the entire message that you're responding to, only the pertinent passage. This makes it easier to read for other users.

    7. If you find it easier to express yourself en français, auf Deutsch, en español, in Nederlands, in Italiano, or any other language, post in the International Discussion forum. Hopefully someone who speaks the same language as you will be able to assist you. All posts in other sections (non-International) of the forums must be in English, so please make use of Google Translate if you need assistance with translation. Posting in English will allow the widest range of people to assist you.

    In addition to the Forum Rules, you are bound to the general EA Terms of Service both on these forums and in the game. Links to the TOS are as follows:

    EA TOS English
    EA TOS French
    EA TOS German
    EA TOS Russian
    EA TOS Spanish
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