Hello all, and welcome to DDO and the Support Forums!

This post is designed to provide some basic information about Turbine Support and the Support Forums.

The Support Portal
Contact options for all Turbine Support Teams can be found at our Support Portal here:
http://www.turbine.com/support

The Knowledge Base
FAQ and Helpful Articles

To Submit a Web Inquiry
· To submit a web inquiry, please visit our Support Portal.
· Click on the "Support Center" tab at the top.
· Select your game and preferred language flag.
· Click the "Submit a Ticket" link in the middle of the page.
· Fill out the form as best you can. We encourage you to double check that you're contacting the right department, since you'll get a faster response that way (than if we have to re-direct your inquiry).

Account Management Phone Support
Please note that only Account Management Support is available via phone. For other assistance, please submit a web inquiry following the directions above.
· To contact the Account Management Support Team, please visit our Support Portal.
· Click on the "Support Center" tab at the top.
· Select your game and preferred language flag.
· Click the “Contact Us” link. The phone number and hours will be listed there.


The Support Forums
The Support Forums are a great place to ask for general information, quick questions, in-game advice such as character development and pathing, quests, account policies and procedures, etc. The Support Forums are not the best place to ask for official feedback, although we will often provide it. If you have an account or character specific question, would like a support answer within a certain time limit, or would like an official support answer, we recommend you contact the appropriate department directly using the support options at the top of this post. The information included below can help you determine which department to contact.


The Support Forums are a great place for players to get a quick question answered. Often the community members will beat a Turbine Support Representative to the answer, but someone will be around to verify! Please note that if the community member's answer is correct, we likely won't post.

Please note that we are unable to assist with account or store specific questions on the forums (or in PMs), such as, "Why is there a $XX.XX charge on my account?" or "My bank statement says I paid you, but my account is expired!!" For these sorts of questions we recommend you contact Account Management directly, using the information provided at the top of this post.

We ask you to contact us directly as we will need account specific information to both verify your account and investigate your issue. Since this information is attached to your account (and confidential) we want to help you keep it as secure as possible. We do NOT want you to post it in these forums for the general public to see!

Please keep in mind that you can also find a wealth of information in our Knowledge Base (linked above).


The “When, What and Who” of contacting Turbine Support
The following information is intended to help clarify the best method to ask a question, and the correct department to contact for optimal support.

Account and Billing Support
If you are having an issue with your account, subscription, adding or updating billing information, password reset emails, Turbine Points etc. please review the sticky threads or post your question here. You can also check the Knowledge Base. This is especially true if you are getting a billing related error that has a number associated with it, as many of the more common billing errors are listed.

If you have a question about your specific account and situation, or can't find an answer in any of the above avenues, then you can call or submit a web inquiry to the Account Management department.


Store Support
If you are having an issue with your Store Items, Store Purchases etc. please review the sticky threads or post your question here. You can also check the Knowledge Base. This is especially true if you are getting a billing related error that has a number associated with it, as many of the more common billing errors are listed.

Paid (Premium) Services
If you would like to rename a Kinship, undelete a character or move a character to a different server, please submit a Paid Services Request ticket. Related FAQs can be found in the Knowledge Base. For general questions about Paid Services, you can post in the Account Support Forum or contact the Account Management department.


Technical Support
For any kind of technical issue you can review the sticky threads or post your question here. There are also a large number of technical support answers in our Knowledge Base FAQ. If you're not able find an answer to your question through these avenues, please contact the Turbine Tech Support department by submitting a web inquiry. We recommend submitting a web inquiry even if you are posting on the forums, as we are often able to provide more specific information based on the PC and connection details provided with a web inquiry.


Community (Forum) Support
For assistance with Community issues (can't log into the forums, can't change forum password, etc.) please submit a web inquiry. You can also use the "Contact Us" link located at the bottom of the main forums page.

In-Game Support

For general game play questions, please feel free to visit the Knowledge Base, specifically the Game Play and Support Policies sections. You may also find helpful information in the Compendium as well as on the DDO.com website under Game Info.

For questions while in the game, VIP and recent Premium Members can submit an In-Game Support ticket to speak with a GM. Please note that GMs cannot assist with game play questions or quest directions such as "Where can I find the xxx required for this quest?"


We encourage players to ask questions in the Advice channel in the game, since many players are happy to provide assistance and encouragement. However, please note that we do not recommend asking to be led through quests in the Advice channel, since the experienced players had to figure it all out themselves the first time through.

For inquiries about in-game bans, please submit a web inquiry. Please note that other departments cannot assist with in-game ban inquiries or appeals, and GMs cannot discuss bans or any other actions taken on another account.

Bug Reports
To report a gameplay issue, you may submit a Bug Report from within the game or the forums. You will need to log in again using your game username and password to submit a Bug Report. Please note that Bug Reports do not receive responses. They should be used for issues that need to be fixed but don't directly affect your account. Examples of this include landscape problems, stuck locations and broken skills. For issues that affect your account and require a response from a GM, please submit an In-Game Support request as noted above.

Feedback and Suggestions
Players can always provide constructive feedback and suggestions in the Suggestion Forum. This forum is reviewed, and all feedback is passed along to the appropriate departments. We do encourage you to add your feedback to an appropriate thread if one already exists.

Who’s Who

This is a list of some of the more frequently posting Turbine Support Staff that you may see on the forums, especially the Support forums (and their most common areas of focus):

CarpeNoctem - Account, Store, and Paid Services Support
Mirthgar – Tech Support
DaVoid – Account and Store Support
Thokal – Tech Support
Operation1 – Paid Services Support
SDM – Account, Store, Paid Services, InGame and Tech Support
Victorie Account, Store, Paid Services, InGame and Tech Support

Please note that the Turbine Support Staff who post on the forums may not be able to answer PMs, due to the overwhelming number they receive. If you have a question or would like assistance, we recommend you contact the appropriate department. Contact information for all departments can be found in my signature below.