Let's imagine that you are in an interesting battle. Suddenly, someone present begins to violate the Rules of the Game: use third-party software or sabotage. In this case, you can file a complaint against him.
There are two ways to complain about a violator in a battle:
1. Click on the offender’s nickname and select “Complain”
2. In the battle chat (general or team) type the command: /vote NICK OF THE VIOLATOR and press Enter.
For example, if the offender’s nickname XOM9lK, then you need to write:
Attention: While a chat ban is in effect, it is impossible to send a complaint against the violator.
If more than 15% of the players in the battle (all participants in the battle, including players from the opposite team) complain about the violator, then for the moderators the violator’s nickname will turn yellow, and the battle in which he is located will be highlighted in the list of battles, which will be an excellent signal to attract attention. Further actions are up to the moderators.
The moderator who arrives in time will take some time to understand the situation. You need to remember that false call moderator, the player may be punished with a ban. After all, a violator is a player who does not comply with the Rules of the Game.
It is important to remember a few points:
- All that is required of you is to send a complaint against the violator in any convenient way. After that, all that remains is to wait.
- Report the offender using the command /vote only needed while in battle. This command does not work in lobby chat.
- Team /vote NICK OF THE VIOLATOR you need to write strictly in this form. Any mismatch (an extra space or a slash \ instead of /) will cause the command to fail.
- If the complaint was successful, you will see a notification in the battle chat area. This notification is only shown to you; other players in this battle cannot see that someone has been reported.
- The moderator sees the battle and the events in it only from the moment he enters.
- The offender's nickname is highlighted only if a sufficient number of people (>15% of the battle participants) have complained about him. Don't think that one or two complaints will be enough.
- The complaint is valid as long as the offender and everyone who complained are in the battle. If someone leaves, the complaint is dropped.
- Complain about moderators using the command /vote it is forbidden. This should be done in PM by the administrators of the corresponding assistant groups.
- You should not send complaints to players if they do not break the rules. All complaints are logged, and moderators check everything carefully. If you make a false complaint, you risk being punished.
- The intruder's nickname can be found from the battle event log in the upper right corner of the interface, as well as from the battle statistics ( Tab) or from the battle chat.
To do this, you need to left-click on it and click on the “Copy name” button:
Complaint on the channel “Violations”
While outside the battle (in the lobby chat), you can report the violator in the battle in the channel " Violations».
Send a message to the chat containing a link to the battle and the nickname of the offender. The moderators on duty in the channel will respond to your complaint.
Complain about a player on the forum
Game Breakers
If it so happens that the moderator did not get to your battle, then you can leave evidence of violations on the forum by creating a topic and filling it with the necessary evidence.
- Forum section where you can complain about game violators
- Rules for the “Game Violators” section ( Necessarily read before creating a complaint)
Chat Violators
Screenshots with violations of the rules of conduct in the chat (swearing, insults, links to malware/third-party software, phishing, etc.) must be published in a special section on the forum. There your complaint will be sorted out by moderators and violators will be punished.
On February 13, we launched the updated User Support Center website. These are not cosmetic changes, but a real deep rework. We have made the Support Center as convenient, structured and informative as possible.
Division by game
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 on all issues. To go to it, click on the icon of the desired category.
- Technical news on the game. They are now located at the top in the “Frequently Asked Questions” section. By clicking on the name of one of them, you will be taken to a page with all the technical news about the game. They will also be available in the column on the left, in the “Current 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 top column “Current Issues”.
Creating a ticket to the User Support Center and mini-responses
If you have not found a solution to your problem in the Knowledge Base, create a request in the User Support Center by clicking on the special button. You will find it on home page each game section under the list of categories, as well as at the end of each Knowledge Base article.
To help you formulate your question or problem as accurately as possible, each request has several additional subcategories. If you make a mistake with your 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, the last step before submitting your application will be a mini-answer - a quick guide or tip with tips and links to Knowledge Base articles related to your problem. Below in the screenshot is a chain of subcategories and a mini-answer to one of the most common financial questions.
What should you do if the game suddenly stops launching or starts crashing at the most inopportune moment? Who can help me figure it out after my gaming property goes missing? Where to contact if you have lost control of your account?
Some users, especially beginners, when faced with a problem, choose the wrong course of action. A request for help is often made in the form of an entry on a gaming forum, and sometimes in a topic that is dedicated to discussing completely different issues. Some write personal messages to the developers, others ask questions in the game chat. Unfortunately, none of these methods will help the player in his trouble. If you carefully read the forum, sometimes you can actually find advice on how to solve problems. But still, the most reliable method was and remains to contact the User Support Center, which operates 24 hours a day, 7 days a week. The player only needs to submit an application.
All requests received by the User Support Center are divided into categories depending on the problem encountered by the user. Let's take a brief look at how a person who has applied for technical support, depending on what the reason was.
1. Lost control over the game account
This is one of the most common problems at the moment, so let's start with it.
As a rule, loss of control over an account is associated with hacking Email user. If you have lost control of your email, the first thing you need to do is contact support postal service, whose services you use, to restore mail. Otherwise, the attacker will be able to take over the game account again. Restoring control over mail is one of the main conditions for recovery account in the game (password recovery if there is no link to mobile phone, as well as binding to the phone is carried out using mailbox).
At the same time, you need to submit a request to the User Support Center. Describe in it everything that happened, as well as all the actions you took to regain control of the account. To submit a request to the User Support Center, use these instructions. Please note that authorization is not required to submit a claim for loss of account control. You are only required to fill out the application form completely. After this, be patient and wait for the specialist’s response. Applications in this category are typically reviewed within two weeks of submission.
More detailed information steps to regain control and security measures can be found.
2. You made a payment, but the gold was not credited to your game account
Please note that payments may be delayed by up to 24 hours.
If you made a payment through a payment terminal, first of all you need to contact the organization servicing it. You can find the telephone number of such an organization either on the payment receipt or on the terminal itself.
If gold has not been credited to your account within 24 hours, please submit a request to the User Support Center, section “Financial Issues” > “Failed Payments”. When filling out an application, it is important to fill out all information fields.
The processing time for an application is usually two days from the date of submission.
You can get additional information on financial issues.
3. It seems to you that with your gaming property something's wrong
Before writing an application, we strongly recommend that you read. She can help you figure out for yourself what happened and, importantly, whether it happened at all. If you have read this material, but are still sure that something is wrong with your property, then contact the User Support Center. The application is reviewed within two days from the date of submission.
4. You are having technical problems
Once logged in to the site, fill out the application form. This should be done in as much detail as possible, but avoiding obviously unnecessary details. If you have captured the problem in a screenshot, you can attach this screenshot to the application.
To better understand the situation, the User Support Center may request diagnostic information from you about your computer, operating system, drivers, game client integrity, and if there are network problems, Internet connection diagnostic data.
You can obtain the necessary information using the special WGCheck utility. Instructions for its use are available.
5. You suffered due to a violation of the Game Rules by another player, or you were a violator and want to appeal the punishment imposed by the project administration
We would like to warn you right away: employees do not consider applications for violations of the Rules of the Game listed in the “Complain” functionality. You can report such violations only through the “Complain” functionality. You can find out more about how to file a complaint about a gaming violation in this article.
Please note that the restrictions placed on your account automatic system tracking damage to allied equipment and through the “Complain” functionality are not subject to appeal.
You can read the full list of actions prohibited for World of Tanks players on the official forum of the game.
An application to appeal a punishment can only be submitted in the first person. This means that messages that the rules were violated in relation to your friend and your friend is asking to appeal the punishment will not be considered.
In addition, applications regarding conflicts within clans will not be considered. These are the internal affairs of clan members, in which the administration does not interfere in principle.
Applications to appeal restrictions are considered on an individual basis; the processing time depends on the complexity of the situation and the workload of the User Support Center.
A complaint about a violation of the Game Rules that is not listed in the “Complain” functionality can be filed within seven days from the date of violation. Complaints about earlier events will not be considered.
6. You have any problems general issues about World of Tanks
Before asking a question to the support staff, we recommend reading. It is quite 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 one more important rule. If you send requests of the same type to the User Support Center, then each new request will be merged with the old one, and the review period will begin to count from the moment the last one is submitted. Thus, by showing impatience you will only delay the process of solving the problem.
We wish you good luck on the virtual battlefields and a speedy resolution of all emerging difficulties!
Any game has problems, and it’s especially disappointing when they arise in such a popular and beloved strategy game as World of Tanks. Some of them can be solved on your own, but sometimes there is no other option but to contact the User Support Center. You can write to them around the clock - support is available 24 hours a day, 7 days a week.
You need to write to technical support here
What problems most often arise?
Before you write anything, you need to determine what problems you have. All requests and messages received by technical support are initially processed according to 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 solve it independently without support, the answer may arrive within two weeks.
As a rule, all users experience difficulties of a similar nature. This:
- The user cannot log into the account because control over it has been completely lost.
- Payment failed. The payment was made, all payment confirmations are available, 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 stops launching or crashes at the most inopportune moment.
- When a player breaks the rules of the game, he receives a punishment, but wants to appeal.
- Difficulties that arose due to the fault of other players.
- I would like to ask...
World of Tanks account won't start
Losing control over your account is the most common problem. It is most likely connected with the loss of control over mail. This could happen if your mailbox was hacked. Therefore, to solve this problem, you should:
- Restore mail.
- Change the password for your mailbox so that cases of your “soap” being stolen do not happen again.
- Change the password for your 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 request to the User Support Center, describing in detail what happened. To apply for loss of control over your account, you do not need authorization, you just need to fill out the application form. This problem is not urgent, so expect a response within two weeks.
Akhtung: gold is missing!
The next problem is also not uncommon. You made a payment, but the gold never arrived. Where could it have gone, and what should I do? First, check to see if 24 hours have passed since payment. Sometimes it takes a day for gold to be credited to your account.
If much more time has passed, then you need to notify the Support Center. It’s great if you have saved the receipt (when paying through the terminal), then you can contact the service organization and find out why the payment did not go through.
If the payment has gone through, but the gold has not been received into your account, you need to contact technical support. To do this, open the “financial issues” section, find “Failed payments” and fill in all the fields. After submitting the application, the issue should be resolved within two days.
Frame Games 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 what you think.
- Contact technical assistance.
Explain in detail why you have suspicions; it is advisable to have evidence of the loss on screenshots. The complaint will be considered within two days.
The game crashes, won't load, doesn't work
All of these issues are technical issues and should be addressed by submitting an application. Fill out the form by logging into the site. It’s great if you managed to take a screenshot or fix the problems in some other way. In any case, they should be described in detail.
To check whether 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 Support Center. A special utility called WGCheck will help you get the necessary information.
Problems - write to the Technical Assistance Center
You are punished!
If you broke the rules of the game and were punished, most likely there will be no point in appealing the punishment. Any player must follow the rules and be prepared to take repressive action if they are violated.
If you were injured because another player violated the game, and you want to rehabilitate yourself, it makes sense to apply. The administration does not fundamentally consider problems that arise between users belonging to the same clan.
Important: if your complaint is described in the “Complain” section, the penalty will not be removed.
If your complaint is not described in the complaints section, then you can write about it within a week from the moment it arose.
These requests are considered indefinitely, since an individual approach is applied to each issue.
I would like 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 working on the forum does not bear fruit, contact support. But remember that the answer will not come quickly.
Important: Do not write to technical support about the same issue several times. All requests are considered in turn, and identical questions from one person are combined into one, with the date of the last request assigned to him. This will send your question back to the very end of the queue.
The letter does not reach the post office
If you write by email [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’s better not to use mail, but to fill out an application on the service.
Sometimes we encounter violations of the rules in the game that interfere with the gameplay, distract from it and reduce the chances of winning.
Anyone faced with a similar problem may ask the question: “How to deal with such hooligans, what to do in this case?”
First of all, in no case should you be like a violator and respond in kind - since you will also be considered a violator. Remember that we apply everything possible ways search to eradicate violations, but this takes some time. That is why every player who notices a violation can personally influence the future of the offender and help punish him.
To facilitate communication and timely notification of the Support Center about violations, an in-game complaint system was created - “Complain”. The system is very convenient and easy to use: during the battle you can provide information about violations, and we can take timely measures. As a result, we process more complaints and punish dishonest players in accordance with the Rules of the Game.
You can complain about the following violations:
- inappropriate behavior in chat;
- unsportsmanlike conduct;
- prohibited nickname or clan;
- inaction and bots.
Such a system is an effective and convenient tool for combating violators.
Operating principles of the system
The violation notification system allows you to report a player directly in battle. If you believe that a player's actions violate the Game Rules, always report it.
To exclude numerous unfounded complaints, a limit was introduced on their number - no more than 10 per day. “Unused” complaints are not carried over to the next day.
Principles for handling complaints
Processing of complaints from players and subsequent punishment of violators is carried out in semi-automatic mode. All complaints are checked to eliminate the possibility of blocking an innocent person.
Primary processing of information occurs on the basis of received complaints, and then detailed analysis situations: statistical data, message history, etc. are analyzed. Based on the results of the check, a decision is made to block violators. The degree of punishment and the period of limitation are determined by the current Rules of the Game.
Why is it important to use the system?
As mentioned earlier, the Center conducts independent inspections, but thanks to incoming complaints, it is possible to find the violator much faster.
Thus, with the direct participation of players, the gaming atmosphere improves. Users who send complaints help others avoid similar problems, and help those who are at fault to realize that they were wrong and in the future treat others more respectfully. Only through joint efforts can we make our game comfortable.
Statistics are collected on all incoming complaints, which helps to develop the system and make decisions about its updates and additions, as well as maintain full story violations of each player.
Thank you for not remaining on the sidelines and helping to make the game even better.
Questions and answers
Why is the number of complaints not increasing?
The number of complaints has already been increased from 5 to 10, but we are still considering a plan to further increase them. We regularly analyze current statistics and, based on them, decide whether to increase the number of complaints and by how much.
How are the developers going to deal with players who, after the expiration of the restriction, will break the rules again?
Users who are caught committing systematic violations will receive longer penalties, up to and including permanent account blocking.
How is the fact of a violation confirmed?
All complaints that were submitted using the “Complain” system are processed by the Support Center. We cannot disclose our algorithm in more detail so as not to give violators the opportunity to bypass it.
What to do if the existing complaints are not enough?
Try to complain only about the worst offenders. If you are playing in a platoon, you can agree on who will send the complaint, and you can also ask other players on your team to do this.
Will there be an option in the game to file a complaint against the entire team?
There are currently no plans to add such a feature. But if you have a suspicion that you have witnessed a fixed fight, feel free to send an application to the CPP.
What happens if I receive unfounded complaints? Is there any protection against this?
All complaints received are thoroughly checked. Restrictions are not issued for unfounded complaints. If you have received a block but do not know the reason, contact the Support Center.
How can I complain about a player who pesters me with invitations to join a platoon/company? What about the one who annoyingly writes me private messages?
On this moment You cannot send a complaint from the Hangar. If you do not want to receive messages from a certain player, add him to your ignore list. In addition, in the settings there is an option “Accept invitations only from friends.”