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Astrowizkid

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653

Join Date: Fri Jun 16, 2017 7:01 pm
The 5 Year Celebration Update is here, and with it came loads of new issues! If you came to the Forum to report an issue, we highly suggest you create a ticket first and post it in the Technical Support section. And with that out of the way, let's get started!

Step 1: From the main menu, click the settings icon, which is highlighted in the photo below.
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Screenshot_20190202-204331 - Edited.png (143.83 KiB) Viewed 213 times
Step 2: Select the Customer Care icon. This will take you to a page of known issues.
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Screenshot_20190202-205647 - Edited.png (61.03 KiB) Viewed 213 times
Step 3: Scroll down to the bottom of the page and select "Contact Us"'. Selecting "Get Community Help" will just take you to the Forum.
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Step 4: Fill out the information in the image below:
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Do not give out your full name; it is only used for reference. Also, do not select "Questions/Suggestions/Feedback" in the Issues box, or you likely won't receive a response from Customer Care. Finally, give a brief description (around 1 sentence) of the problem or issue in the Comments box; you can go into detail later. Once you are done, click "Submit". This page will load afterwards:
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You will receive an automated email in a few seconds. The email contains a ticket number, an 8 digit number that is used to refer to your case. Do not confuse it with the Entry ID! You will find the ticket number in the body of the email.

Step 5: Don't forget to reply to the email immediately so you can receive a reply. Now you can go into detail about your issue and provide screenshots.

It usually takes at least 2 days for someone to get back to you, and sometimes a week or longer is needed! This is now a good time to post your ticket number on the Forum, so the Administrators can escalate your ticket and help you get a faster response or give you an update on the progress of fixing the issue. And that's it for the guide; we wish you the best of luck!
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If you question the meaning of anything, you are a philosopher.
User avatar

Astrowizkid

Veteran

Google Play (Android)
Posts

653

Join Date: Fri Jun 16, 2017 7:01 pm
This guide is unfinished; I'm unable to to edit messages at the moment.
If you question the meaning of anything, you are a philosopher.