All tickets received by the User Support Center are divided into categories depending on the problem that the user has encountered. Let's take a quick look at how a person who contacted technical support should behave, depending on what the reason was.
1. Lost control over the game account
One of the most painful problems. Therefore, let's start with it.
As a rule, loss of control over the account is associated with hacking of the user's email. In this case, immediately contact the technical support of the mail service where you are registered. Restoring control over mail is a vital thing in this case.
At the same time, you need to apply to the World of Tanks User Support Center. You can familiarize yourself with the rules for filling out applications regarding unauthorized access to your account in the knowledge base. Please note that you do not need authorization to file a claim for loss of control over your account. All you need to do is complete the application form. After that - be patient and wait for a response from a specialist. Due to the complexity of the problem, applications in this category are considered within two weeks from the date of submission.
2. You made a payment, but no gold was received on your game account
If you deposited money through a payment terminal, then first of all you need to contact the organization that services it. You can find the phone number of this organization on the check that the terminal gave you.
Applications for payments that were made in other ways are submitted through the form on the technical support website of the World of Tanks project. You will need to log in, fill out a form and wait for a response from a specialist. You will probably be asked to provide payment details - provide them. The term for consideration of the application is two days from the date of submission.
You can get additional information on financial issues in this topic.
3. You think that something is wrong with your gaming property
This category includes problems related to the premium account, in-game gold, credits, experience, equipment, tanks, etc.
Before writing an application, we strongly recommend that you read this article. It can help you figure out for yourself what happened and, more importantly, whether it happened at all. If you have read this material, but are still sure that something is wrong with your property, then write to support. The application is considered within two days from the date of submission.
4. Are you experiencing technical issues?
After logging in to the site, fill out the application form. This should be done as detailed as possible, but avoiding obviously unnecessary details. If you fixed the problem in the screenshot, you can attach this screenshot to the application.
In order to help you understand the situation, technical support may ask you for a file called DxDiag. This file includes information about your computer, operating system, drivers, and more.
Attention! The DxDiag file does not collect any personal information and is only needed by specialists to find out which solutions to the problem will be optimal in your case. Instructions for obtaining the DxDiag file are located.
5. The rules of the game were violated against you, or you were a violator and want to appeal the punishment imposed by the project administration
We want to warn you right away: the support service does not consider applications related to causing damage or destroying allies (team damage and team kill). This type of violation is monitored by an automatic system. Please note that restrictions imposed on your account by the automatic system are not subject to appeal and requests for them will not be considered.
You can read the full list of actions prohibited for World of Tanks players in this thread of the game's official forum.
An application for a violation of the rules or an appeal against a punishment can only be submitted in the first person. Thus, reports that the rules were violated against your friend and your friend asks to appeal the punishment will not be considered.
In addition, applications for conflicts within clans are not considered. These are internal affairs in which the administration does not interfere fundamentally.
The term for consideration of an application for violation of the rules is two days. Applications for appeal are considered on an individual basis, the time for consideration depends on the complexity of the situation.
You can file a complaint about a violation of the rules within seven days of the violation. Complaints about earlier events will not be considered.
6. Do you have general questions about the World of Tanks project?
Before asking a question to the support team, we recommend that you read the game forum. It is possible that the answer to your question has already been given in one of the topics.
If the application was nevertheless submitted by you, it will be considered within two days.
Remember another important rule. If you write the same type of support requests, then each new request will be merged with the old one, and the consideration period will be calculated from the moment the last one was issued. Thus, by your manifestation of impatience, you will only delay the process of solving the problem.
We wish you good luck on the virtual battlefields and resolve all the difficulties as soon as possible!
What to do if the game suddenly stopped running or began to “crash” at the most inopportune moment? Who will help to deal with the loss of gaming property? Where do you go if you've lost control of your account?
Some users, especially beginners, when faced with a problem, choose the wrong course of action. Asking for help often takes the form of a post on the game's forums, sometimes in a thread dedicated to discussing completely different issues. Someone writes private messages to the developers, someone asks questions in the game chat. Unfortunately, none of these methods will help the player in his trouble. If you carefully read the forum, it is really sometimes possible to find advice on solving problems that have arisen. But still, the most reliable means was and remains to contact the User Support Center, which works around the clock and seven days a week. The player only needs to send an application.
All tickets received by the User Support Center are divided into categories depending on the problem that the user has encountered. Let's take a quick look at how a person asking for technical support should behave, depending on what the reason was.
1. Lost control over the game account
At the moment, this is one of the most common problems, so let's start with it.
As a rule, loss of control over the account is associated with hacking of the user's email. If you have lost control of your mail, the first thing you need to do is contact the support service of the mail service you use to restore your mail. Otherwise, the attacker will again be able to take over the game account. Restoring control over mail is one of the main conditions for recovering an account in the game (password recovery in the absence of a link to a mobile phone, as well as linking to a phone, is carried out using a mailbox).
At the same time, you need to apply to the User Support Center. Describe in it everything that happened, as well as any steps you took to regain control of your account. Use this guide to apply to the User Support Center . Please note that you do not need authorization to file a claim for loss of control over your account. All you need to do is complete the application form. After that, be patient and wait for a response from a specialist. Applications in this category are usually processed within two weeks of submission.
More information on control recovery actions and security measures can be found.
2. You made a payment, but no gold was received on your game account
Please note that payments may be delayed up to 24 hours.
If you made a payment through a payment terminal, first of all you need to contact the organization that serves it. You can find the phone number of such an organization either on the payment receipt or on the terminal itself.
If within 24 hours the gold was not credited to the account, send a request to the Customer Support Center, section "Financial issues" > "Failed payments". When applying, it is important to fill in all the information fields.
The term for consideration of the application is usually two days from the date of submission.
You can get additional information on financial matters.
3. You think that something is wrong with your gaming property
Before writing an application, we strongly recommend that you familiarize yourself with. It can help you figure out for yourself what happened and, more importantly, whether it happened at all. If you have read this material, but are still sure that something is wrong with your property, please contact the Customer Support Center. The application is considered within two days from the date of submission.
4. Are you experiencing technical issues?
After logging in to the site, fill out the application form. This should be done as detailed as possible, but avoiding obviously unnecessary details. If you fixed the problem in the screenshot, you can attach this screenshot to the application.
To better understand the situation, the Customer Support Center may request diagnostic information about your computer, operating system, drivers, game client integrity, and if there are network problems, Internet connection diagnostics.
You can get the necessary information using the special WGCheck utility. Instructions for its use are available.
5. You suffered because of a violation of the Game Rules by another player, or you were a violator and want to appeal the punishment imposed by the administration of the project
We want to warn you right away: employees do not consider applications for violations of the Game Rules listed in the "Complain" functionality. You can report such violations only through the "Complain" functionality. You can learn more about how to file a complaint about a gaming violation in this article.
Please note that restrictions imposed on your account by the automatic system for tracking damage to allied vehicles and through the "Report" functionality are not subject to appeal.
You can read the full list of actions prohibited for World of Tanks players in the game's official forum.
An application for an appeal against a punishment can only be submitted in the first person. This means that reports that the rules were violated against your friend and your friend asks to appeal the punishment will not be considered.
In addition, applications for conflicts within clans are not considered. These are the internal affairs of the clan members, in which the administration does not interfere on principle.
Applications for appealing restrictions are considered on an individual basis, the consideration period depends on the complexity of the situation and the workload of the User Support Center.
A complaint about a violation of the Game Rules, not listed in the "Complain" functionality, can be filed within seven days from the date of the violation. Complaints about earlier events will not be considered.
6. Do you have general questions about World of Tanks
Before asking a question to support staff, we recommend reading. It is possible that the answer to your question has already been given in one of the topics.
If you do submit an application, it will be considered on a first-come, first-served basis.
Remember another important rule. If you send the same type of requests to the User Support Center, then each new request will be merged with the old one, and the consideration period will start counting from the moment the last one was issued. Thus, by your manifestation of impatience, you will only delay the process of solving the problem.
We wish you good luck on the virtual battlefields and resolve all the difficulties as soon as possible!
Unfortunately, there are no perfect games and World of Tanks is no exception to the rule. Users are constantly faced with a number of problems that they cannot solve on their own due to some features of the game. In order to solve all the problems that may arise while playing World of Tanks, the user is offered the so-called CPP. If we talk about what “CPP” is, then this is an abbreviation that stands for "User Support Center". The user can always contact support, which will prompt the necessary actions to resolve.
In addition to contacting technical support, a user who enters the CPP will be able to find answers to frequently asked questions, which are available on almost every resource, not to mention large companies like the World of Tanks developer. CPP has the following number of advantages that are available to the user:
- Live communication. If you contact support, then there are no robots, trained people who will help solve any questions that have arisen with the game are engaged in answers.
- Quick answers. As a rule, support responds a few hours after the user has created a ticket. In the worst case, it will take about a day to answer, which by the standards of any support is fast and comfortable for the user.
- Specifics. Support tries to solve the user's problem as quickly as possible. In case of any questions, instead of "water" the user receives specific and useful advice.
User Help Center- an extremely useful and necessary thing for every player who prefers to spend evenings in the friendly atmosphere of World of Tanks. However, not every user is aware of how to access it and where to find it. The article will tell you about all the nuances of support.
Where can I find the CPP and how can I contact World of Tanks support?
User Support Center has always been in a conspicuous place on the official portal of the World of Tanks developer, that is, Wargaming. You can find support at the very top, it is located on a small black strip. By selecting the support center, the developer will clarify the user with which game they need help with. It's no secret that Wargaming is the developer of such popular games as World of Warplane and World of Warship, but World of Tanks will need to be chosen and the user is half way to support itself.
After the user has chosen the game he is interested in, the manipulations do not end there. The user is redirected to select categories:
- Technical questions. It is necessary to go here if the user has any problems with starting the game, errors, and everything that is somehow connected with the technical part of World of Tanks.
- Financial questions. If the user has a number of questions that are directly related to the World of Tanks economy or have problems with this aspect, then, of course, it is necessary to select the financial category.
- Account. You must go to the account category if the user experiences any problems with the personal profile. Moreover, the problems can be of various kinds, ranging from restoring access to the account, and ending with the desire to unblock the account or find out about the reasons for its blocking.
- Violations and penalties. In the event that the user violates the agreement or plays with prohibited mods, he receives a block. But there are also cases when a user receives a block without any good reasons for this, the punishment section will help to figure out what.
- The game. In the section you can find help regarding everything related to the gameplay itself. Also in the section very interesting questions of beginners are revealed, which are answered by the developer himself in a detailed format.
- Sandbox. The section contains help related to the sandbox server in World of Tanks.
- Support section. This section includes popular questions and answers about the operation of the support center for users.
Moreover, it is important to understand that after going through the section necessary for the user, he will be included in the FAQ. If you look through the "game" section, the user will be able to find dozens of popular questions and detailed answers to them. Thus, a beginner will be able to find out the information he is interested in and gain useful skills for World of Tanks directly from the developer's lips. If you need help from specialists, then you can write to support when choosing any of the questions. At the very bottom is a yellow "contact support" button. It is on the yellow button that you will need to click to contact.
After pressing the key, the user needs to select the sections again and more specifically identify the problem by clicking another button “create a request”. Next, a small questionnaire opens in which you must specify the following items:
- Email account. Here you need to write the mail to which the user account in World of Tanks is linked.
- Contact email. In the field, you will need to write another mail, which will receive a response from support.
- Nickname of the account. You must specify a login in World of Tanks, which is tied to the above mail.
- Ask a Question. The main field in which you need to describe the problem that has arisen in as much detail as possible, if possible, then attach screenshots. It is important to understand that the more detailed the user describes the problem, the faster they will help to solve it, so there is no need to save space in the field.
After filling in all the items, the user will receive a large inscription "Application received". Immediately after sending the application, the user will receive an email with the application itself, which must be checked and, if necessary, canceled. After the performed actions, the user will be added to the database and must wait for a response from the developer's technical support.
There are problems in any game, and it's especially disappointing when they arise in such a popular and beloved strategy by many as World of Tanks. Some of them you can solve on your own, but sometimes there is no other way out than to contact the User Support Center. You can write to them around the clock - support works 24 hours 7 days a week.
You need to write to technical support here
What are the most common problems?
Before you write anything, you need to determine what problems you have. All requests and messages that come to technical support are initially processed by urgency and complexity. Those that require an immediate solution are received by specialists within a few hours. If the issue is not urgent and the user can resolve it on their own without support, a response may be received within two weeks.
As a rule, all users have difficulties of a similar nature. It:
- The user cannot log into the account, as control over it is completely lost.
- Payment failed. The payment was made, there are all confirmations of the payment, but the gold did not appear in the game.
- It seems to the player that something is wrong with his property - gold disappears, equipment changes, tanks disappear somewhere.
- Technical issues - the game stopped running or crashes at the most inopportune moment.
- When a player violates the rules of the game, he receives a punishment, but wishes to appeal it.
- Difficulties that arose due to the fault of other players.
- I would like to ask...
Account in World of Tanks does not start
Losing control over your account is the most common nuisance. It is connected, most likely, with the loss of control over the mail. This could happen if your mailbox was hacked. Therefore, in order to solve this problem, you should:
- Restore mail.
- Change the password for the mailbox so that the cases of hijacking your "soap" are not repeated.
- Change the password for the account in the simulator. The account should be linked to a mobile phone, then it will be much easier to restore your rights over the account.
In parallel with these actions, be sure to submit a ticket to the Customer Support Center, describing in detail what happened. To apply for the loss of control over your account, you do not need authorization, you just need to fill out the application form. This is not an urgent issue, so expect a response within two weeks.
Achtung: the gold is gone!
The next problem is also not uncommon. You made a payment, but the gold never arrived. Where could it have gone, and what should be done? To begin with, check whether exactly 24 hours have passed since the payment was made. Sometimes it takes a day for the gold to be credited to the account in the account.
If much more time has passed, then you need to notify the Support Center. Great, if you have a receipt (when paying through the terminal), then you can contact the service organization and find out why the payment failed.
If the payment went through, but the gold was not received into the account, you need to contact technical support. To do this, open the "financial issues" section, find "Failed payments" and fill in all the columns. After sending the application, the issue should be resolved within two days.
Frame of the game World of Tanks
What to do if tanks and experience disappear
If it seems to you that something happens to your tanks, experience, equipment or other game property, it disappears somewhere, or someone steals it, then you need to:
- Make sure that this is really so, and not you think.
- Contact technical assistance.
Explain in detail why you have suspicions, it is desirable to have evidence of the loss on the screen shots. The complaint will be considered within two days.
The game crashes, does not load, does not work
All of these problems are technical and should be submitted for resolution. The form is filled out by logging into the site. It's great if you managed to make a screen, or somehow fix problems in another way. In any case, they should be described in detail.
To check if the problem is really in the game, and not in your computer, you need to check the drivers, operating system, Internet connection. This information may also be required for the User Action Center. A special WGCheck utility will help you get the necessary information.
Problems - write to the Technical Assistance Center
You are punished!
If you violated the rules of the game and were punished, most likely, there will be no sense in appealing the punishment. Any player must abide by the rules and be prepared for retaliatory action if they are violated.
If you have been hurt because another player has disrupted the game and you want to be rehabilitated, it makes sense to apply. The administration fundamentally does not consider the problems that arise between users who are members of the same clan.
Important: if your complaint is described in the "Complain" section, then the punishment will not be lifted.
If your complaint is not described in the complaints section, then you can write about it within a week from the moment of its occurrence.
These requests are considered indefinitely, as an individual approach is applied to each issue.
I want to ask
Cases when a user just wants to ask something are not uncommon, but it is not always worth writing to technical support. First of all, use the forum, perhaps the answer lies on the surface. If the study of the forum did not bear fruit, contact support. But remember that the answer will not come quickly.
Important: Do not write to technical support on the same issue several times. All appeals are considered in turn, and the same questions from one person are combined into one, with the assignment of the date of the last appeal to him. Thus, your question will be sent back to the very end of the queue.
The letter does not reach the mail
If you are emailing [email protected], and in response you receive a message that the letter was not delivered, and all replies sent directly from your mailbox will be lost, which means you should write from another mailbox until the issue is resolved. But it is better not to use mail, but to fill out an application for the service.
On February 13, we launched an updated website of the User Support Center. These are not cosmetic changes, but a real deep processing. We have made the Support Center as convenient, structured and informative as possible.
Division by games
One of the main features of the new Help Center website is that each game has its own section.
Maximum information about the game
In the section dedicated to each game, you will find:
- Knowledge base for everything. To go to it, click on the icon of the desired category.
- Technical news on the game. Now they are located at the top in the "Frequently Asked Questions" section. By clicking on the name of one of them, you will be redirected to a page with all the technical news about the game. They will also be available in the column on the left, in the "Actual Issues" section.
- Information about the status of game servers .
- Your requests to the User Support Center and their status.
Knowledge base
In the left block you will find a list for quick access to each category of the Knowledge Base and the latest technical news in the upper column "Topical issues".
Creating a Help Center ticket and mini-answers
If you did not find a solution to your problem in the Knowledge Base, create a ticket to the User Support Center by clicking on the special button. You will find it on the main page of each game section under the list of categories, as well as at the end of each Knowledge Base article.
To help you as accurately as possible formulate your question or problem, each case has several additional subcategories. If you made a mistake with the choice, you can always return to the previous step by simply clicking on its name. The screenshot below shows the entire application process.
In most cases, in the last step before applying, you will see a mini-answer - a quick guide or tooltip with tips and links to Knowledge Base articles relevant to your problem. Below in the screenshot is a chain of subcategories and a mini-answer to one of the most common financial questions.