Design Notes

July 19, 2018

Player Support Review, Twitter, and More

We’re Here to Help!

Hello, everyone! Nythera here. You may know me as the Half-Dragon Void Mage in AQWorlds and DragonFable, but I am also the Support & Community Lead for Artix Entertainment. I have some important and exciting announcements!


Contact Us With Account Issues

My team and I understand that players change and grow over time, and deserve another chance. If you have a disabled, banned or permanently muted account in any of our games, please contact us. We’ll be happy to review your case again to see if we can reopen your account and/or remove the mute.

There may be some cases where an account needs to remain permanently disabled, banned or muted, but we won’t know that until you reach out to us.

Our rules haven’t changed - we still don’t allow account sharing, selling, botting or other violations, but we believe in redemption and second chances whenever possible.

Check Out Our New Help Pages

Earlier this year, we released our new help pages! Check them out at www.support.artix.com to get helpful articles and answers on common game, account, and technical issues.

If you have account, payment, or technical issues, you can submit a ticket to send us a message at www.artix.com/contact.

We’re always working on making our Help Pages better, and would love to hear your feedback. Let us know what you think by tweeting to us at @ArtixSupport.

Support Now Available On Twitter

How is that for a segue, right?! We now offer Twitter support via direct messages. You can send us a direct message (DM) via Twitter at @ArtixSupport during our regular business hours.

Helpful Twitter Tips

  • Artix Support is available on Twitter Monday-Friday, 9 AM - 5 PM EST.*

  • In your message, make sure to include:

    • The game you need help with

    • Your account name

    • Other information that will help us locate your account (like your email address)

    • A summary of your issue**

  • Please be patient! We are a small team and all Twitter DMs are answered by a real, live human (not a bot). We will get to your message as soon as possible. ***

  • Please only send one Twitter DM. Each time you DM us, it pushes your request further down in our queue.

  • If your issue is complex, requires sensitive information, or we have more questions, you may be asked to submit a ticket to www.artix.com/contact.

  • Want to just say hi? Feel free to message us @ArtixSupport (instead of sending a DM). We check our Twitter account every day and will see your post. We wish we could respond to everyone, but our top priority is helping our players resolve issues.

*Twitter support is not available during weekends. It rattles the bones of our skeleton crew.

**We have had players message us saying ‘I want to recover my account!’ We can’t read minds, at least not yet!

***Please note - it can take up to 3 business days for us to respond to your email or Twitter message, but we usually get to most messages the same day or the next business day.

Community Projects In Progress

We also have several other projects in the works to help you and your fellow players, answer questions, and fix issues!

  • Official Discord Community servers for our games and projects

  • A Support Community site to help you ask questions, get answers faster, and give feedback

  • A much-needed update for our BattleOn Forums

We are always looking into more ways to communicate with our players and make things better, faster, and easier. You are our number one priority and we are here to help with any questions or issues that come up. Thank you so much and BATTLE ON!

Tags: Alina,
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