Customer Support | SPi Global

Support Tickets and Live Chat

Support Ticket is a generic term used to categorize types of player concerns expressed via emails or online ticketing systems.  Live chat is, well, a live chat where we can answer your player's concerns in real time.

These are the major categories of player concerns we process:

• General Inquiries – questions that can range from, “How do I register an account?” to “How do I kill this monster?”
• Game Inquiries – specific inquiries regarding various aspects of the game.
• Status Inquiries – concerns about account accessibility, un-awarded prizes, and billing/ purchases.
• Technical Inquiries – assistance with issues of connectivity, installation, and game requirements.
• Misconduct Reports – reports of offensive players and violators through tickets.
• Bug Reports- reports of glitches and errors that occur in the game.
• Restoration Requests – missing items that characters may request for restoration.

Hack Investigation and Screening

When a player files a hack report, its validity is scrutinized. Once the investigation has been completed, the report will either be escalated to the client or the lost items will be restored and the hacker penalized. In case of a false report, the player who filed the ticket will be reminded that filing a false report is a violation of the game’s policies.