Who answers me? Is it a person or an AI?
Only the first answer you receive is automatic. It depends on the category you have chosen while creating a ticket. If you have picked a wrong category or the automatic response didn't help, reply to it, and the Support Agent will get in touch with you soon.
Sometimes players receive the same answer for several similar requests. This can make you think that you're communicating with a bot, while the response you got can be a pre-prepared one.
Such responses cover frequently asked questions. We usually prepare them when we get many requests on the same topic.
Even if the answer looks a bit bot-like, please make sure you read it as we consider every request and do our best to answer all your questions.
When will I get the answer? Why does it take so long?
I have reported a bug, but it hasn't been fixed yet. Why?
It takes time to solve the issue, if:
1. It is not easy to tackle and needs the attention of the developers.
Fixing a bug includes several stages: finding the reason for the issue, editing the code, and testing before releasing the updated content.
2. Additional information is needed, or the description of the problem is not clear.
It'll take more time as a Support Agent will have to wait for the info needed to continue the investigation. So please describe the issue in as many details as possible. Where, when, why, and how it happened. What were you doing before it occurred? What type of Internet do you use? What is your device model and OS? Did you take any screenshots or a video? Does the problem persist? How often does it happen?
Include it all; you never know what will help.
Why does it say that the issue was solved, but the bug persists?
When the dialogue with the Support Team is not updated for 7 days, the ticket is automatically marked as solved. But it doesn't necessarily mean that the bug you reported has already been fixed. This refers only to the support ticket.