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  1. #1
    Customer Service Representative Mirthgar's Avatar
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    Mar 2008
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    Question How to get help on these forums and how to contact Turbine support

    Here is some helpful advice on how to make these forums work for you and to make things easier for us to offer assistance.
    1. Before posting use the search feature to locate threads with similar problems. You can also click on advanced to just search the Technical forums only.
    2. Describe the problem completely and exactly. Include all error messages.
    3. Describe all troubleshooting that you have already done. Including any wacky rituals or smacking the side of your computer.
    4. Post a dxdiag of your computer. This can be obtained by:
      1. Click on the Start Button
      2. Click on Run
      3. Type in "dxdiag" (without the quotes). You then can save the information to a text file, and then post it to the forums. When posting please be sure to use code tags (see below for more information on using code tags).
    5. If you're having a launcher issue, please post your launcher logs. These can be found in:

    • WinXP - C:\Documents and Settings\<username>\Local Settings\Application Data\Turbine\Dungeons and Dragons Online\Launcher
    • Vista - C:\Users\<username>\AppData\Lo cal\Turbine\Dungeons and Dragons Online\Launcher
    (Note that the "Local Settings" (XP) and "AppData" (Vista) folders are "hidden" folders, you'll need to enable hidden files and folders view to find them "Tools > Folder Options > View (tab)" on XP or "Organize > Folder and Search Options > View (tab)" on Vista/7 )

    Important note about posting Launcher Logs: When posting these be sure check them for (and remove any) personal info like your "username" or any "CD-Keys" (25 alpha-numeric character strings) that usually list towards the bottom of the log just to er on the side of caution.

    ______________________________________________


    How to use Code tags around a dxdiag or launcher logs:
    1. Click on the "User CP" link near the top of the forums and go into "Edit Options". In there scroll down to the section detailing what kind of "Editor" you want to use and select the "Full WYSIWYG" option.
    2. Now when editing your post reply you should have a # option in there
    3. Paste or type the information you want into a post reply as normal.
    4. Highlight the text via click and drag with the mouse, then click that # button
    5. This will place ["code"] at the beginning of the text and ["/code"] after the end of the area you want in the box
    6. (Note: the above "code" tags have quotes before and after the word "code" to keep them from becoming "actual" code tags)
    This is how it will look if you have completed the steps correctly. (Use "Preview Post" to see yours)

    Code:
    I am a code box and this allows anything in this box to be viewed easier. It is always best to put a DXDIAG or Launcher logs in code tags.

    NOTE: The Customer Support forums are for Player-to-Player help, for official support, please submit a ticket to the appropriate team via the form here.

    After contacting support, log into your email webpage to add noreply@turbine.com and accountsupport@turbine.com to their "safe senders" list and your contacts list/address book. Be sure to check Spam/Junk Mail folders as well since most email providers do not let external email programs or cell phones download mail flagged this way.

  2. #2
    Customer Service Representative Mirthgar's Avatar
    Join Date
    Mar 2008
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    1,163

    Post REMINDER: This forum for P2P help. For official help go to http://support.turbine.com

    Note about contacting Support, along with the post below there are contact links in my signature as well.

    From the original "Reminder" post about contacting support:

    As stated in the description of this forum, please only post here for player to player support. This forum is not regularly patrolled by our official technical support. (Though, they do show up when they can.)

    Turbine believes that the Technical Support Community Forum is a valuable place for our customers to exchange information and learn from one another.

    We want the Community Forum to be appropriate, friendly, informative, and fun for all of our users. We want our users to utilize this specific Forum only to seek Technical support advice, answer questions, and correct problems. Please do not post issues related to your account or in-game issues in this forum. Posts of this nature will be moved or removed without any reason given.

    When time permits our Technical support staff will monitor these boards. This does not imply that they will respond to your questions. Please also use our Knowledge base located here.

    If your question is not answered in the knowledge base , for official technical support, please visit http://support.turbine.com

    NOTE: The Customer Support forums are for Player-to-Player help, for official support, please submit a ticket to the appropriate team via the form here.

    After contacting support, log into your email webpage to add noreply@turbine.com and accountsupport@turbine.com to their "safe senders" list and your contacts list/address book. Be sure to check Spam/Junk Mail folders as well since most email providers do not let external email programs or cell phones download mail flagged this way.

  3. #3
    Customer Service Representative Mirthgar's Avatar
    Join Date
    Mar 2008
    Posts
    1,163

    Default How to contact Turbine Support

    Hi all,

    Just wanted to clarify a bit and get the links out there for anyone experiencing issues with the game or their account. When posting on the forums depending on the issue at-hand the page here can help determine what the best place to post in would be.
    ____________________________________

    Technical Support
    For any kind of technical issue post here and review the stickies as well, also definitely make use of the knowledge base whenever possible, but the Technical Support forums are for player to player assistance, for official support you need to open a support request. If needed you can contact Technical Support here.
    ____________________________________

    Account / Billing Support
    For anyone having an issue with your account, subscription, adding or updating billing information, password reset emails etc.. you can post about it here and also check the knowledge base especially if you are getting a billing related error that has a number associated with it, many of the more common billing errors are listed there.

    If the options there aren't helping Account Management can be contacted via the ticket submission form here.
    ____________________________________

    Forums Support
    For assistance with Forums issues submit a ticket with Forums/Community support here.

    Some followup useful links are in my signature as well. Happy gaming everyone!


    NOTES:
    When you submit a ticket also be sure to log into your email providers "web" interface to add accountsupport@turbine.com noreply@turbine.com and customersupport@turbine.com to their "safe senders" list and your contact list/address book. Be sure to check Spam/Junk Mail folders often as well since our replies can sometimes get flagged as such.

    (*Side Note: remember the more information you provide the easier it is for us to follow up with on your ticket. Submissions of duplicate tickets will NOT result in a faster response and actually slow response time as a whole, put as much info in your original ticket as possible. All tickets with valid emails are replied to and receive a response in the order received.)

    NOTE: The Customer Support forums are for Player-to-Player help, for official support, please submit a ticket to the appropriate team via the form here.

    After contacting support, log into your email webpage to add noreply@turbine.com and accountsupport@turbine.com to their "safe senders" list and your contacts list/address book. Be sure to check Spam/Junk Mail folders as well since most email providers do not let external email programs or cell phones download mail flagged this way.

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