A complete report saves a round of questions and gets the problem to the people who can fix it. Send it through Submit a Support Request.
What to include
- What happened, and what you expected instead
- Steps we can follow to see it ourselves
- The exact wording of any error message — copy it rather than describing it
- Where in the game — the mode, the screen, and what you were doing just before
- When — the date, roughly the time, and your time zone
- How often — every time, or once
- Your platform and device
- Your player ID, so we can find the account
- A screenshot or a recording. See Take a Screenshot or Recording
What helps most
Steps we can reproduce. "Combat closes the game when I use the second ability" is something we can chase; "combat is broken" is not. If it only happens sometimes, say what was different on the times it did.
If your recording is too large to attach
Upload it somewhere we can reach — cloud storage or an unlisted video — and put the link in the request instead of the file.
Other things worth knowing
- One report per problem. Several requests about the same thing do not move it up the queue; they split the history across tickets.
- Never include your password. We will never ask you for it.