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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7336

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:

++ Inside the game
This is the best option by far as it allows our team to react and assist you faster. Also, some of the needed details will auto-complete so you won't have to manually type them in. In order to submit a ticket inside the game, you only need to:

1. Tap on the "Options" button (gear looking icon) in the top right corner.
2. Select the "Customer Care" button and read through Known Issues & FAQ section. If the answer to your question is not provided, you will need to contact an agent.
3. If none of the articles found there are helpful with your issue you'll need to speak with an agent and to do that you have to either press on the "Contact Us" button (Windows) or the chat icon (iOS and Android) found in the top right corner of the screen.
4. Fill out the form with as much information as possible and hit the "Submit" button if you're a Windows player. If you're on iOS or Android a support bot will help you fill our all the needed details and all you have to do is answer the questions as they come.
5. If a new "Knowledgebase Articles" page loads, please read through the content to see if your issue is answered
6. After pressing on the submit button you should receive a "Thanks for contacting us. Your message was received" text pop-up. You will then receive an automatic message with your conversation ID (6 digit number provided on the screen) by email and/or in the chat box, and a member of our support team will contact you as soon as possible.".
7. Please note that in some cases the automatic message could already give you the solution to your problem so please read it carefully.


++ Through our Customer Care web portal
If you cannot access the game whatsoever, do not hesitate to contact our Customer Support Team on your phone or computer by accessing https://support.gameloft.com/contactus?igagame=DRWN&verify=yes

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.

Thanks,
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.