Replying to harry7779
Ankama Support is active, just not on weekends. Did you create a ticket?
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A new website means learning new habits and adapting to change. The Support team would like to help you out, save some of your time, and simplify your life with a video tutorial!
The new site offers several advantages: it is better organized, more practical, and offers more in-depth information. Many of you have expressed your appreciation for this change, but there are also some lingering questions.
To help bring everyone up to speed, we’ve created this video tutorial. It will explain how to efficiently navigate the site’s FAQs, how to quickly create a support account, how to send a ticket, and how to view the responses you receive from the support team.
With this brief tutorial, you’ll have the key to unlock the best features of the new Support site!
The new site offers several advantages: it is better organized, more practical, and offers more in-depth information. Many of you have expressed your appreciation for this change, but there are also some lingering questions.
To help bring everyone up to speed, we’ve created this video tutorial. It will explain how to efficiently navigate the site’s FAQs, how to quickly create a support account, how to send a ticket, and how to view the responses you receive from the support team.
With this brief tutorial, you’ll have the key to unlock the best features of the new Support site!
First Ankama intervention
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The video covers the functional updates, but the rest of my guide is still relevant (the note about identity laws, ticket writing etiquette, what the site can be used for). That stuff at least should probably stay in a pinned thread somewhere, maybe this one?
If there's a desire from above to keep both threads, or at least the content from both, I could totally rearrange mine... Izmar?
Its bit harsh, you probably try your best, but as a paying costumer i don't intend to keep my mouth shut about the serious problem whats happening now.
There aren't as many people as in Blizzard or Steam who uses it daily, not to mention budget, but that doesn't mean i can't get appropiate help of support in time.
I am now waiting for more than 2 weeks and to be honest, it starts to piss me off. Why as a paying costumer i can't get the best support assistance. Now i am waiting for more than 2 weeks to get a single answer and IF i gaved some wrong information or they ask me more information, then it means i need to wait again lets say for example 3 weeks to get this thing over with? or maybe again they will ask for more information and again those 3 weeks? So it's 9 shizzling weeks to be able to play again. Thats nice isn't it?
Personally i think this is kind of shizzled up. I expect as a paying costumer appropiate support assistance IN TIME!
Maybe what i yust wrote won't change a thing, for some reason i think this won't change, as i am not probaly the first one who have writen that, but i can't yust keep quiet.
And as a paying costumer i think i have rights and i expect to get appropriate assistance in time.
And as for the new support website login with facebook doesn't seem to work from today
14 days and no reply :/
EDIT: I had to delete all the ankama cookies from my web browser. It's working now.
I returned to playing Dofus in Jan this year, after stopping for quite a while. Initially, I bought just one month subscription for my wife and myself. As we played along, we enjoyed the game and started to buy 6 months subscription for my wife plus 2 other accounts and 1 year subscription for myself. Very soon after, i even bought 47000 ogrines and 50000 ogrines for us.
The shocking part came when just a few hours after buying the ogrines, all my 4 accounts were being banned.
This really caught us by surprise when we didn't even violate any rules and conduct, whatz more we only played the game for 1 to 2 hours a day.
We raised this issue to ankama support, providing my identification, credit card and bank statements, showing that i had legitimately purchased all the subscriptions and ogrines with my credit card. Refer to my ankama support ticket number #1858668 or #1858640.
However, i was so shocked and disappointed with your reply. In the reply, it was stated that our accounts were being banned due to fraudulent transactions.
I have clearly showed my credit card statement of those legit purchases and yet they were being flagged as fraudulent. The customer support even raised to a higher level and determined the outcome as final i.e to ban our accounts permanently. This is simply ridiculous!
Did they even bother to read through all the evidences attached? Me, being the rightful cardholder was being accused as fraudulent! This is so laughable! I paid for the service and yet was being banned, who is at fraud here?! Will i get my money back?!
Anyone who read this will definitely agree with us that Dofus/Ankama is the scammer/fraudster here! For such act of scam, is it not considered a cyber crime?
With such substandard customer support, it is of no doubt that your player base is declining drastically.
I would appreciate you can look into my ticket thoroughly!
No i am new here can you tell me how to create it?
I have contacted support, there have been no server issues in the support system, but this could be a browser issue. That said, any information you can provide us with, would be much appreciated.
Talora