Support Please log into your account before sending your inquiry

Hi,

When I create or prop another player and submit a support ticket, it gets closed quickly. The response says, "Please log into your account before sending your inquiry."

Does the Bigpoint Customer Service Team typically close tickets this fast?
or are there system, just broken

Could Any please assist me with this?

I am already logged in when submitting any ticket.

 

In the form to send a report it's necessary to:
- enter the email address of the account
- description of the problem
- tick the poll box
- tick the box for the captcha code and solve the image question (if asked)

If you've done all of this and the request is closed instantly, it could mean that ticket support has been temporarily closed maybe for the holidays or it happens for some other reason.
Try again today or in the next few days.

 

Does the Bigpoint Customer Service Team use google translate to communicate with players? i don't undertand why i have to write in my language to explain a problem i have and still the support team don't understand. i logged in my account after 1 year. the account still exists but my characters not. there are no chars in the account. i explain that to the support team and they still asking if i can log in my account, if i remember my username and the password. Also they never told me why my char is disabled (i can see the name of the char in offline list so the char is still there) what do i have to do to take back my char.

 

For a moment I thought that the character or characters in an account could be deleted by them if the last login date is 1 year old or older.
Maybe it's a way to lighten the server, but to be honest I don't know, it's just an opinion.

Also, in this link https://legal.bigpoint.com/EN/terms-and-conditions/en-GB I didn't find any statement that talks about deleting the character(s) in case a player doesn't log in to the account for a certain period of time.

If they answer you, let us know what they told you.