Support will ask you for details to find and verify your account. Knowing what we ask for — and what we never ask for — is the simplest protection against someone impersonating us.
What we ask for
- Your player ID
- The platform and device you play on
- Approximately when you last played
- For a purchase question, the receipt the store emailed you
- For a bug, the details in Report a Bug
What we never ask for
- Your password. Not once, not partially, not "to verify".
- Payment card numbers. A store receipt shows us what we need; the card does not.
- Scans of identity documents, unless a legal process specifically requires it.
How to recognise us
We answer through the ticket you opened, from an address at our own domain. Anyone contacting you on Discord, in game chat or by direct message, claiming to be support and asking for login details, is not us.
Hide what we did not ask for
A screenshot of a receipt or an email usually carries more than the part we need. Before you attach it, cover anything that identifies you personally:
- your full name
- your postal address
- your phone number
- card numbers, even partial ones, and bank details
To hide it: open the image in any editor on your device, then black out, blur or crop those areas and save the edited copy. Send that copy rather than the original. See Take a Screenshot or Recording.
Order numbers, transaction IDs and the date of a purchase are what we actually need — those stay.