June 2020
I raised a support case in game about a crash issue during the GL Rey event for the 30 ticket level. I waited for a responce which when they came back was not helpful, then was told to raise a case in game (which I had done) so I did that. I now have two cases.
Case ID's 61034844 and 60925686.
Everytime I get someone else on the first line responding and they always go back to:
"I have reviewed your case and can see that you are missing contents from the game. I know this can be annoying. I will help you out with the best possible information.
Before proceeding further, I would recommend you to create an in-game ticket so that we could track the missing content details and also verify the account ownership. So, to create an in-game ticket you need to go through the below link and perform the shared steps:"
The section in italics is annoying.
I am not being dealt with I cannot keep raiseing tickes in game.
Solved! Go to Solution.
June 2020 - last edited June 2020
Hi @hummer81,
I have reviewed your message. There are a total of two sentences related to how you're reporting these cases and an accompanying YouTube link which is 17 seconds long.
The rest of your message is not something I or anyone else outside of the support team can help you with. You need to get in touch with them and ensuring you're using the right method (which cannot be verified through that video).
The portion of my message you've quoted outlines what might be causing an issue with the tickets your sending in and what will work i.e. make sure not to use an emulator and that you're not using an unsupported device to generate the ticket.
Aside from that, there is nothing further I can add.
- EA_Lanna
*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
*XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.
Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds
June 2020
*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
*XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.
Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds
June 2020
Hi
Can I send you a DM with the video of my starting the second ticket I mention. Unrecorded it to prove I'm reporting it correctly.
June 2020
Hi
I have DM'd you the details and a video of how I logged my tickets every time.
June 2020
@EA_Lanna I responded on Friday I have not heard anything from you yet?
June 2020 - last edited June 2020
Hi @hummer81,
Apologies for the delay. A combination of having a weekend and losing your notifications in a sea of notifications. I've found and reviewed your message. Thanks for adding that context.
From the forum, we can share a troubleshooting guide to help limit crashes but for missing crystals however, you will need the support team to look into those.
In order to do that, the support team need a help ticket to come through directly from your in-game account . I mentioned as much before but I should specify that sending in a help ticket through either an unsupported device or through an emulator on a laptop/pc (also not supported) will not generate the needed details the Support team need to be able to continue with your case. I couldn't gather what method was being used from the video but please make sure to generate the help ticket using these steps in sequence through your game from a supported mobile device.
On sending dm's/messages, AHQ Community Managers predominately review and respond to threads when we can, and do not encourage sending us DM's as a means for getting one on one support. This is a player helping player platform, it isn't and can't be a substitute for receiving support from the support team, mainly because we (Community Managers) aren't equipped to offer the same level of support as the support team can, but where we can help, we will aim to. For again if you're looking for advise and it's not urgent, I'd advise updating the thread where possible and only opting for dm's if a Community Manager specifies dm's or asks for personal information like a player id, etc. If it's urgent, please contact the support team directly.
Thanks,
- EA_Lanna
*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
*XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.
Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds
June 2020
June 2020 - last edited June 2020
Hi @hummer81,
I have reviewed your message. There are a total of two sentences related to how you're reporting these cases and an accompanying YouTube link which is 17 seconds long.
The rest of your message is not something I or anyone else outside of the support team can help you with. You need to get in touch with them and ensuring you're using the right method (which cannot be verified through that video).
The portion of my message you've quoted outlines what might be causing an issue with the tickets your sending in and what will work i.e. make sure not to use an emulator and that you're not using an unsupported device to generate the ticket.
Aside from that, there is nothing further I can add.
- EA_Lanna
*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
*XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.
Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds
June 2020 - last edited June 2020
The video clearly shows me going through the ink in game to help and then the subsequent web browser opening. I report things exactly as they have asked me to. Your dismissive response is exactly the same as the response from the first line teams so clearly the dismissive attitude is systemic within EA.
This is all being done on my phone.
June 2020
*Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
*Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
*XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.
Please only DM me if I've asked you to, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds