- The tickets are replied in less than 24 hours but only if they are written in English. In case of a different language the time may raise.
- Do not open multiply tickets on the same subject unless the 24 hours are expired without a reply.
- Do not open another ticket if the Admin decleared the case closed.
General Ticket Rules:
- Help-Topic: try to pick the one that describe your problem better.
Email Adress: this is very important. The email must be a real mail because our reply will go there.
We suggest to use the email related to the account that experienced the problem to speed up the support.
- Full Name: you can leave this blank if you don't want to give us your real name, or just write your Ingame name.
- Phone Number: write here for problems related to SMS payments.
- Subject: title of the ticket, try to find a proper title to highlight your problem.
- Message: describe your problem the best you can, providing all kind of informations such as character name, date, name of items, name other involved parties, etc.
to change your email address, you must send a mail at [email protected] from the current address of the account, writing down the new one.
in case you do not receive your tec points upon the purchase, write down in the message the payment method, the purchased ammount and the date.
With Paypal, write down the email and possibly also a screen of the transiction.
With PSC, write down the 16 digits Code.
With Super Rewards you must first ask to their support as it is an external service.
Also remind to write down the login ID or the name of the Character along with the date in the ticket.
Game and Website bugs:
Upload the screenshots of eventual bugs on an external site and paste the link.
Try to provide more informations, like when and how the bug occurs.
Player Report and Other:
A player that rob items/golds/accounts or fool another player is called Scammer. The punishment is a permanent ban.
If you are victim of a scam you must point out who is the scammer, what are the stolen items, how he scammed you and possibly a full set of screenshot of chats between you and him.
As explained here 1.2, 1.3 and 1.4, we are not responsable for eventual losses.
Every false report may lead to a temporaly or permanent suspension.
- Hacking or botting
A video is the best report but in case you weren't able to just write down the player's ingame name.
We will investigate.
The result of the investigation is private.
- Insults and Harrasment
The best way to report this is a set of screenshots with the insults or harrasment. The decision of a possible punishment is entirely at the discrection of the assigned Admin.
- Kill Stealing
Please see this guide here.
- You can use the Live Chat by clicking on the small window on the bottom of the support page.
- The Live Chat is used only for small problems or questions.
- Respect the GM on the live chat and follow every instructions given
Official Support Email:
- The official support email is [email protected]ctive.com
- Every case will be answered in 24 hours max.
- You can ask here the change of your current email with a new one.
- Do not send multiply emails for the same problem if less than 24 hours have passed without a reply.
The TEC Interactive team.