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.



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    EA is retiring Heroes of Dragon Age on Facebook

    We are retiring Heroes of Dragon Age on browser platforms through Facebook on May 15, 2018.

    Hello Heroes!

    On Monday, February 12, 2018, EA will be retiring Heroes of Dragon Age (HoDA) on Facebook. Starting Tuesday, May 15, 2018, HoDA will no longer be available to play through browsers using Facebook. You may continue to access your account through Facebook Connect by installing the game on a mobile iOS or Android device. The purchase of in-game currency (Gems) will no longer be available on Facebook as of Monday, February 12, 2018, however Gems that have been purchased or earned may still be spent until the access to the game has been disabled.

    We appreciate your support, and look forward to your battles on mobile platforms!

    Thanks for playing!

    The Heroes of Dragon Age team
    2 of 2 < >

    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.

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

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    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.

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    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
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