I went to go write an appeal, because I feel I was wrongfully banned. However, when I arrived on the website after several minutes-- I noticed the submit ticket option was gone, and pressing link from Google onky brought me to the sign up page...I have tried signing up with two different emails, but neither of them have sent me a confirmation...

I have checked my spam folder.


Luckily, I won't miss Halloween (thanks for not being heartless)
But I really don't want to play era for 2 weeks, and i don't want a repeat of my last ban where I got my ban extended to 3 months and missed the Christmas event(i saved $40 worth of gralats for it),because i logged in on my new iPhone... (My other one got smashed)

Evading a ban is extremely easy.  

Hey Ivy,

Signing up and logging in gives people access to submitting tickets.

What email host are you using (if you don't mind answering) I just created a test account and was sent the confirmation email instantly using my Hotmail account.  

I tried yahoo and Gmail  

Is there an "All Mail" option in your Gmail account? Gmail categorizes things weirdly so that should display all mail regardless of what folder it's in.  

Posted by Ivy

I tried yahoo and Gmail

same, I wanted to send a ticket offering my help translating the game to Arabic and I'm still waiting on that e-mail

Posted by Colin

Is there an "All Mail" option in your Gmail account? Gmail categorizes things weirdly so that should display all mail regardless of what folder it's in.

there is, but no e-mail from Toonslab  

Is isnf in all Mail  

Still NOTHING.  

You can submit a ticket without registering now.  

Sent one in, thanks for heads up  

Still laughing at the fact that someone thought it was a brilliant idea to have to make an account to access a game's customer service.  

Posted by Nabu Lapse

Still laughing at the fact that someone thought it was a brilliant idea to have to make an account to access a game's customer service.

???

All of the games that that I've played have that.  

Posted by Nabu Lapse

Still laughing at the fact that someone thought it was a brilliant idea to have to make an account to access a game's customer service.

It actually works to the benefit of the user, registered or not you are required to use your email in order to receive responses from them, but when registered you can just do it all on the support site and skip the email part.

Signing up allows you to login and easily access all your tickets, both past and present all in one simple page.

Think of it like this;

A: Submit a ticket with out registering, meaning you have to constantly check your email just to be sent a link that directs you to the support site anyway.

B: Submit a ticket while being logged in to your registered account and then being able to view said ticket on the support site and not needing to check your email. (if you submit one without logging in, when you login it still shows up - if you have sent tickets in the past they will also show up once you register if you use the same email)

On top of that, option B is more organized and allows you to easily work with multiple tickets instead of having to open multiple emails and in the end saves more time.

There is a ton of other reasons why it's better, and every game uses it as mentioned before. It's probably more secure too in the sense when it's open anyone can just write any email and it could potentially lead to problems and it also prevents the use of false/spam emails.  

Well that opinion got brutalized pretty quickly.

I had never been to the support page, I didn't realize that it was it's own separate website. I assumed that it was some weird page accessible via the game/forums similar to the feedback system. My bad I guess lol.  

Colin's on the money. From the point of view of someone who uses the support site to solve players problems:

The support site allows us to monitor, merge and follow all the tickets of a user.
Some people aren't great with using the support site, so having accounts allows us to merge all the spammy issues they send us into one ticket. (The support site equivalent of people sending us emails with their issue in the subject line lol)

It's more secure than our email support ever was, with far more oversight and functionality. There's a good deal of customisation too- we can easily assign tickets to different server managers or departments without having to find the right emails ect and easily set up auto responses (Not that iera uses auto responses).

Before the support site, iEra used to send all solved issues to the "archive" folder in the gmail account, it was a mess. a terrible terrible mess of half solved issues where people don't reply to us or just end up abusing us lmao.
With the support site, we can delegate them further into "closed" tickets, "resolved" tickets ect. depending on the issue, and it's a much cleaner interface.

From an actual game security standpoint this is much safer. People used to go around telling people fake support emails and getting their accounts scammed (yes i know people should know better, but on android the game is rated at like 9+ - kids can be dumb). With an official support site, it's not such a big issue in my opinion.

It's good. use the support site It's far and away much better than our old email system.