This Grab Bag is special, CS special in fact! What do you want to know about the Customer Service at Mythic? You may find out in this Grab Bag:

Q. If I see or experience something that just doesn’t seem right, how do I send an appeal?

A. The first step of sending in an appeal is to pull up the appeals window. Do this by pressing H on your keyboard or clicking the question mark icon on your menu in the user interface. Then click Create Appeal. Carefully select the appropriate category for your appeal from the menu on the left.

If you are experiencing a bug and require immediate assistance, do NOT select Bug Report. Our Bug Report queue goes directly to the Quality Assurance department for review and investigation, and they are unable to assist with in-game issues.

Q. My account was actioned by a CSR and I don’t think I was in the wrong. What do I do now?

A. The best way to answer this question is to start at the beginning of our process and walk you through it.

1. If a CSR believes a player is breaking the EUALA or our Rules of Conduct, then CS places a suspension on that account.  If an account has been suspended, a CSR and a Supervisor have reviewed the case first.  A team lead needs to witness what the CSR is suspending someone for, so it takes 2 opinions, one being that of a supervisor. 
   
   
2. CS sends an email to the account holder’s email address, which is the address on file in the Account Center. This email states the reason for the suspension, and the length of the suspension.
3. CS then goes through a process to review your suspension. Every suspension is reviewed. In some cases, this can take days.   Once we have reviewed the player ticket, we will make a final determination (suspension lifted, suspension stays, or game account is terminated). Accounts are always suspended (even if the offense was enough to merit account termination), so that the incident gets a proper and thorough review. Only then is the final determination made.
4. The account holder is notified of the outcome of this review via email. This email also includes directions on appealing the outcome if the account holder feels it is necessary.  All dispute email is read, but since each incident goes through a thorough review process, not all dispute email will be answered.

Q. I appealed someone last week for exploiting, and I want to know what happened. Was his account terminated?

A. It has always been against Mythic’s policy to offer details of actions taken against accounts other than your own. This is to ensure the privacy and integrity of all of our accounts.

Q. I transferred to the incorrect destination server or the transfer option I want isn’t offered. Can you transfer me?
           
A. Customer Support is unable transfer your character for you. The transfer options available are posted here on the Account Management Site: https://accounts.eamythic.com/transfer/transferhome. If you would prefer a different transfer destination option, by all means please submit feedback via the in-game feedback form, or the Warhammer Herald!

Q. I’m trying to create a new guild with my friends and every guild name that I try using that contains multiple capitalized letters is being refused. What should I do?

A. Create your new guild with the name you want using all lowercase letters. It is very important that you spell your name correctly; Customer Support cannot assign you a new guild name that is something completely different than the one you are trying to obtain. After the guild has been formed with the lowercase name, please submit an appeal to Customer Support requesting assistance. To help us assist you, please have your appeal text look something like the following example: “I am the guild leader of and the filter would not allow me to use multiple capitalized letters. Please correct the capitalization to .

Q. We unlocked the gate to Barakus the Godslayer using the Bloodwrought Key in the Bloodwrought Enclave. Afterwards, we reset the instance and now the door is closed. Can the Bloodwrought Key be returned by Customer Support?

A. Once the Bloodwrought Key has been used to unlock the gate, it cannot be restored. However, if your group did not receive a key at all after slaying Korthuk the Raging you may request that a key be provided to your group by appealing for a CSR. To help us assist you with this matter, please submit an appeal containing the following: “My group was unable to loot the Bloodwrought Key after killing Korthuk the Raging, could you please provide us with a new key?”  A CSR may also request information concerning whether items such as fur, horns, or herdstone chunks were looted from the beastman monsters nearby as it may help speed up the process to confirm that your group did not receive a key.

Q. I appealed because my friend’s character was stuck, but I never heard back from a CSR. Why?

A. Because of the privacy assurances mentioned above, it’s against our policy for CSRs to open a ticket on an account other than the account which filed the appeal. If you are having issues with one character and cannot login using that character, please use a different character on the same account to send an appeal for in-game assistance.

Q. I accidentally deleted a character on my account. Is it lost forever? What do I do?

A. In the case of a deleted character, we do review every case individually. If you ever want to restore a character that was deleted, we encourage you to send an appeal in-game with another character. There are many factors that determine whether or not we are able to restore a character for you, but our CS team will be glad to help if at all possible.

Q. I have been told by billing and phone tech support to contact in-game support with a billing or technical issue. Is this correct?

A. In-game support can not assist with any billing or technical issues. Please contact Warhammer support by emailing support@warhammeronline.com or by calling 650-628-1001 10a-10p, 7 days a week. 

Q. My credit card has been wrongfully charged on my account. What can I do?

A. Be sure to call our friends at the billing support center. Have your secret word handy, because our representatives will not be able to assist you without it. They may be able to further assist you once verification has been provided. You may also contact your credit card company to dispute the charge.