Support Email Response Delays

Support Email Response Delays

We've had a massive amount of players logging into Path of Exile 2 since launch, which has been amazing to see! Unfortunately, such a huge influx of players also generates an enormous amount of support requests.

Despite their best efforts, we're currently looking at turn around times that are much longer than expected on new emails, where we'd usually be aiming for responses within the same day, if not the same hour.

We are currently hiring new people for support to be able to handle the increased load so that we can decrease the backlog as soon as possible.

If you have submitted a ticket with the Support team, please do not send follow up messages to check on the status of your request, as this can create further delays. Please be assured that if you're waiting for a response from our Support team, they'll get back to you as soon as humanly possible.

The situation has also been exacerbated by technical limitations. Our ticket processing system has been severely overloaded, causing some emails to not be processed correctly, which creates additional delays. We’ve now improved the capacity of our tools to process more emails, so this particular issue should be improved.

We greatly appreciate your patience while we work through this initial rush of support requests, and we'll endeavor to improve our response times as quickly as we can.