Having troubles in Dragolandia? Encountered a bug or experiencing technical difficulties? This is the place to report.
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AlexYs FromGameloft

Community Manager

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7338

How to contact Customer Care

Thu Jul 05, 2018 2:20 pm
Hey Dragon Trainers,

If you are encountering a problem inside the game, the best thing you can do is to contact our Customer Care team. There are two different ways you can do this: 

From Inside the Game (easiest):
This is the best option by far as it allows our team to react and assist you faster. 

  1. Press the Settings (gear) button. 
  2. Press the Customer Care button.
    1.   A help page opens with help topics.
  3. Check the topics provided to see if your problem is already explained or a solution is already provided. 
  4. If you cannot find an answer to your problem, look for the Contact Us link/button (the top-right on iOS and Android, and bottom-left below the help topics list on Windows), then follow the appropriate steps below for your device operating system/platform:
    1. Windows provides a form to fill out:
      1. In-game go to Settings (gear button) > About, and write down your Gameloft Player ID and Save Data Server information. In the online form enter these for the “Player ID” and “Silo” fields, fill out all other fields and press Submit
      2. You will receive an email auto-reply with a 6-digit Conversation ID in the subject line. Check your spam folder.
    2. Android and iOS both provide in-game helpshift chat:
      1. Enter a clear description of your problem and send the message.
      2. The automated assistant offers extra solutions, please read them carefully as they could already give you the solution to your problem. If these don’t address the problem press "No, I need to talk to someone”.
      3. If prompted, provide your name, email and more details about the problem (be as clear as possible) and also provide a screenshot.
      4. Once you’ve finished the required prompts you are provided an on-screen 6-digit Conversation ID.


Our Customer Care team usually replies within 12 to 72 hours. However, it might take up to 7 days if our Customer Care team has received a lot of messages; note that this rarely happens. We know that it might feel long, but please keep patient; we are doing our best to solve your issue as fast as possible. 

If after 72 business hours you have not received a response, please post your 6-digit Conversation ID in the Technical Issues forum for staff to follow-up on.

 If you cannot enter the game (or cannot get in-game support to work) please use the online form instead:
https://support.gameloft.com/contactus? ... verify=yes


Thank you,
Community Support Manager @ DML / LLHU
Please note that unsolicited private messages sent to me won't be answered.
Please use the appropriate sections of the forums or the Customer Care website.