Hello everyone,
After speaking with the GMs, I have an update for you regarding support issues.
Right now, the wait time for petition responses can be upwards of 24 hours. Obviously, this isn't ideal, but the team is working as hard as possible to get through the large volume of petitions. As the dev team works to resolve the issues that are reported to them, the wait times will continue to improve and return to pre-launch levels.
In the meantime, what can you do to help the GMs serve you better?
Please be as specific as possible in your petitions. The GMs can often fix your issue while you are offline.
For example, if your problem is with a mission, it helps tremendously if you provide:
- the name of the contact
- an explanation of the exact nature of the problem
- which slot (top, middle, bottom) the mission occupies in your interface
If you are having problems completing an escort mission, be sure to try turning off any stealth, hide, and super speed powers. (This might not help in your particular case, but it is a common problem.)
If your character is stuck, please give as much detail as possible (not just "my char is stuck"):
- Is the character stuck in a map?
- By "stuck in a mission", do you actually mean that the character can't complete the mission (e.g. the escorts aren't following), or can you not physically exit the mission area?
- Are you unable to login or access a specific character?
Don't forget that you will receive an auto response to your petition. You can reply to this and provide more detail if you didn't have enough space originally. By updating your ticket, you will not lose your place in the queue. This is much, much better than starting a duplicate petition! Be sure to check your email for updates or requests for more information from the support team!
Again, the GMs ask that you please do *not* submit more than one petition on the same issue. This slows things down for everyone involved.
Thank you again for your patience and cooperation during this very busy time.
Hi everyone,
Due to the release of City of Villains and Issue 6, we are seeing higher than normal traffic in customer support. As a result, wait times for your issues will be a little longer than normal.
If you have already submitted a petition about your issue, please do *not* submit another one just because you haven't heard anything yet. All this does is cause further delays and repetition of efforts. The team is working through the issues just as quickly as they can and will handle your petition as soon as they reach your place in the queue.
Thanks for your patience during this very busy time.