Mod_Stevew

The responses might be generic, but they are generated from human review - we really don't have the resource to hand type every appeal outcome!

We have changed approach and are now more likely to deal with clear hate language than previously, the words you mention fall under that categorisation for us

I get that and thanks for the considered post - we do get 500k contacts a year through our support channels and by contrast maybe deal with 20 things on platforms like this ... I do get the 'hard to contact support' sentiment though

Yep sure.

Problem is I can't verify who you are here and any info you give me I can't check (I can't see your passwords as one example) - when you submit a recovery request those things are checked by the system - and we can also see where you are submitting the recovery request from and that can help in the recovery decision process - if your request is denied very quickly that means it has failed the basic entry level checks and would never be accepted even if reviewed by staff - this can happen if you are trying to recover the wrong account so double check that

Every account that submits an offence appeal will be reviewed, I am offering an option to help if this player hasn't used the offence appeal because on the face of it it does look like we've messed up .. so I'd like to put that right.

He can appeal the mute and probably already has, but on the off chance he hasn't done that I'll help - the service option is available though

That doesn't look right - I assume you have appealed this and if so it has already been sorted (we have no backlog of offence appeals and response times are a few hours), if not you can DM me your RSN and I'll happily take a look.

Edit: I have meetings for the rest of today but will check back after work to see if I have an RSN to go on

In this situation, recovering the account is the only way to set a new email and pass, and then disable Auth via the new email address. When a recovery attempt is denied they should indicate the reasons and information that needs to be improved.

If the deny response comes very quickly, that means the information is so weak that it hasn't even passed a very basic security check - that can happen if you are trying to recover the wrong account. If the response takes a little longer then it is good news, it means it has passed basic checks but is still not quite enough to be granted.

Focus on info that only the owner is likely to know, creation ISP, location, billing history, contact emails, contact postcodes, bill payers names and so on ... and always try to give the OLDEST information you can recall. If you can, avoid giving information that is known to a hijacker, for example the password that the hijacker knows. Submit the recovery request from the device and conn...

See you in game :)

Glad to hear we got it sorted quickly, however it sounds like you shouldn't have been muted at all in the first place - if you are happy to DM me your acc name I'd like to just see what caused that - it might be something I can fix in our systems or if it was a manual mute, provide some feedback to the J Mod who processed the abuse report - ty

Ping me your account name and I'll see what is going on for you

We haven't had any recovery requests for that account, you are almost certainly trying to recover the wrong account. Most likely by providing the log in for another account

As I said, the decision is made by someone after carefully reviewing the info supplied, but only after a really low level basic check is done automatically. Feel free to put another request in, remember to focus on factual information (the older the better) - the person reviewing it wants to see you created the account, not just that you have been able to access it in the past.

Good information is things like old passwords (don't put them in the free text box though), contact name, billing postcode, billing type, billing email and so on.

It also helps if you can submit the request from the same location and ISP that you usually use for the account (although we understand that people do move and change providers).

If you think your account has been hijacked recently, don't give the password the hijacker knew as obviously that is weaker information as it's compromised. It also helps if you want to set the original email to the account, again we know that is n...

A fast auto deny is not a good sign, it means the info you provided is such a poor match that it's not worth passing for staff review because it will be denied anyway - this often happens when people try to recover the wrong account, or try to recover an account they did not create, so do check you are actually entering the correct account details

I can see the recovery request was successful - new email set, new pass set, account unlocked and good to go.

We got your recovery request just before 1am today and it is in a queue. I've had a quick '10 second' look and it seems quite strong, I would expect it to be granted but obviously the person who deals with it will take much longer over it and dig a little deeper into the claim. Right now recovery wait times are pretty good, there are a few hundred in front of you so I'd expect yours to be processed in about 4 hours from now, so you should hear back by early afternoon Tuesday 12 May UK time.

Hey,

Sorry to hear what you've been through, let's get your game account sorted.

OK so you need to submit a manual recovery request to us, the form will ask you for some information, including a new email address you want to set to the account.

Provided everything checks out, we will then send a link to the NEW email address and you'll be good to go.

So (if you can) use the device and ISP you usually use to access your game account, then ...

Head to the email is inaccessible article

1. Scroll down and hit 'change registered email'

The claims process is for the issues of 26th only, as shown on the contact / claim page ... so that will be why your claim was rejected. I do sympathise but returning items in OS is very challenging, so we have limited the claim period for the issue that had the most impact on the most people, I can't return your Tome of Fire but if you DM me your RSN I'll look at some sort of adhoc goodwill gesture as a compromise.

Hey, that response is sent when the claim is for a time when the server issues were not happening, as this process is just for that period. The most likely thing is the dates and times you provided on the claim do not match the actual technical issue period, even allowing for some leeway. If you were genuinely caught up in the server issue please submit another claim and double check the info you supply so we can match it against our game logs.