Having a problem in your game? KIXEYE customer support is here to help! When you submit a support ticket, it first goes to our hand-selected player experts; our player experts are able to assist with the vast majority of issues. If our player experts are not able to assist with your issue, your support ticket will be forwarded to KIXEYE support (if it's a technical problem, for example, or if the issue requires access to your account information).
No matter who ends up handling your support ticket, here are some best practices for submitting a support ticket that will get your problem solved as quickly and efficiently as possible.
Provide Dates and Times
Because we have players all over the world, terms like "yesterday" and "a few days" ago aren't always helpful, since time zone changes can confuse the issue. Whenever possible, be specific about when you experienced an issue. Provide the date at the very least, and an approximate time if you are able.
The more relevant details you can provide about your issue, the better. We do not record players' games, so we rely on you to provide the information we need to understand your situation. If you are writing in to report non-responsive units, for example, tell us which unit types aren't responding. If you purchased an offer and it didn't contain exactly what you expected, be sure you tell us exactly which offer you purchased, as we run multiple offers at a time.
Be Prepared for Questions
Keep in mind that you are our primary source of information on whatever issue you're having, so customer support may have to ask you a number of follow-up questions to ensure we understand your issue correctly. Please, be patient! Remember, we're trying to help, and we're only asking for tools that will better enable us to do that. We want to make sure we deal with your situation appropriately, and that sometimes means we have to ask for diagnostic test data, screenshots, and even videos. Don't worry: we'll provide instructions if we ask you for some piece of information you might not know how to provide.
KIXEYE customer support is based in the United States, and American English is our first language. Feel free to submit your ticket in whatever language is most comfortable for you; we will translate it using Google Translate. Before submitting your ticket, you might want to put your text into Google Translate, translate it into English, then translate it back to your language. This is a useful trick for seeing what words and phrases may confuse Google Translate. If your text comes back significantly altered, you might want to consider revising your ticket. Some tips for making your ticket ready for translation software:
- Short sentences are best.
- Avoid contractions.
- Avoid regional colloquialisms or slang.
- Watch your spelling! A misspelled word may translate improperly, or not at all.
Common mistakes to avoid...
Here are some common mistakes players make when submitting tickets. Avoid these missteps to ensure the fastest, most efficient support experience possible.
- Please avoid adding new issues to existing tickets. Tickets are usually answered in the order they're received, so it's not fair to everyone still waiting to add new issues to existing tickets. Submit a new ticket for a new issue and we'll take a look when its turn comes up in the queue.
- Please avoid copying-and-pasting support tickets from another player, or even from yourself. We understand that sometimes you have an issue you've had before, or that maybe several people in the same alliance have the same problem. Please do not recycle tickets, though, as copy-and-pasted look like accidental repeat tickets and can get lost in our system. If you're having an issue, please take the time to write out an original ticket so we can give your issue the attention it deserves. If you submit a duplicate ticket, we may ask you to rephrase the issue.
- Please do not ticket in on another player's behalf. While we appreciate your desire to help, we are unable to discuss a player's account with any other player, regardless of the circumstances. If you know someone who is having trouble submitting a support ticket, advise them to create a new account from which to submit a ticket and we'll work with them to resolve the problem.
- Please do not submit multiple tickets for the same issue while waiting for a response. This does not get your ticket handled any faster, and can actually slow down the support process. Please be patient. Customer support tickets are typically answered individually, one-at-a-time. When we have high ticket volumes it can sometimes take a few days to get to a given ticket.