Contacting technical support — how to do it right

[r_anisimova0 21]

Hello!

I'm sure many of you have already contacted the technical support and asked for assistance.

We mostly get positive feedback about our work but also come across messages saying that the support answers messages too slowly or doesn't help at all.

Let's look into it and find out why it happens.

 

The main subjects of your complaints are loss of account (theft) and loss of crystals. If it's happened to you, there is no need to panic, just contact us at help@tankionline.com.

Below you can find guidelines following which you will help us to solve your issue faster.

 

If you've lost access to your account.

In your first email, alongside with the explanation of the problem (the explanation should be as detailed as possible), you can also send us additional information that is obligatory for solving the issue.

 

1. What is your nickname?

2. Have you invested real money in the game? If so, please specify the dates and methods of payments (if you used SMS, write your phone number).

3. Are you someone's referral? (referrals are players that joined the game by clicking on a banner or a link). If so then enter the nickname of your referrer (the person who invited you to the game.)

4. Which e-mail address your account was linked to after the registration?

5. Which serious bans / punishment were on your account?

6. The last time you entered the game (date)?

7. Where do you play from (country, region, city)?

Please provide a screenshot containing your external IP address from the page http://whatismyipaddress.com and place it on a free image hosting website such as: http://imageshack.us/

8. What is the last hull purchased on your account?

9. What is the last gun purchased on your account?

10. Which e-mail address should the account be linked to in case of a positive decision on the application?

 

 

Answers to these questions should be sent to us at help@tankionline.com.

 

We've noted that some of this questions cause certain difficulties.

For example, if you do not know how to make a screenshot, simply go to our wiki — How to take a screenshot.

Questions about payments are also hard to answer sometimes. We need detailed info on numbers that were used for payments and actual sums of them. All of this can be found in My Account section of the payment system's website. Finally, don't forget to send us the email that we should link to your account in case of a positive decision.

 

Below the spoiler you can find an incorrect and a correct examples of contacting the technical support.

 

 

If you notice crystals disappearing from your account or some new items that you haven't bought.

Most likely someone else has access to your account. Before contacting us change password of the email that is linked to your account as well as the password of the account itself. Then write to us at help@tankionline.com

Don't forget that we have a special Help section that explains all the main issues and ways to solve them.

 

Quite recently all players have received an ability to evaluate the work of the technical support, many of you already use this feature. You can provide your feedback about our work after contacting us. A link to a special feedback page will be provided in the reply to your email to us.

 

Remember! Administration does not give crystals for free and does not offer you to become a moderator via PM or Skype. All sites that offer you tons of free crystals are run by scammers.

 

Following these simple guidelines will make it a lot easier for us to understand your problem and help you.

We believe that after reading this article you will take care of your account and in case of loosing access to it will contact us asap and provide all necessary information for quick return of your account.

[Ilia.ArchangeI 6,785]

Nice, thanks for explaining :)

[JL6H 1,220]

Helpful !

[I3loodShot 3,119]

Yeah helpful for people who start forum threads of account theft

[Eragon 13,876]

i never get a refund on my lost crystals from support! it is a useless email!

[Ilia.ArchangeI 6,785]

i never get a refund on my lost crystals from support! it is a useless email!

By "loss of crystals" I believe Irina meant glitches in the server and/or spent crystals on hacked accounts. Being refunded for lags caused by your internet connection/computer is a rare occasion, as far as I know.

[65740192 27]

cnc

Very helpful.

[Eragon 13,876]

By "loss of crystals" I believe Irina meant glitches in the server and/or spent crystals on hacked accounts. Being refunded for lags caused by your internet connection/computer is a rare occasion, as far as I know.

i lost cr due to lag... and i never got a refund.

[Meliora 1,652]

Well, help has always "helped" me within a few hours, apart from a long while ago when I didn't actually get a response. You've just got to tell them the necessary information.

[Eragon 13,876]

Well, help has always "helped" me within a few hours, apart from a long while ago when I didn't actually get a response. You've just got to tell them the necessary information.

i did 

[MisterGeneral 692]

This is really helpful, good job. 

[elangel23 0]

cool :)

[FOG-LIGHT 42]

Good! Helpful for others.

Nice to have my tanks in safe garages.. :)

Edited October 22, 2013 by FOG-LIGHT

[THEJOSHTHEKINGKING 0]

HI,how to join to the clan

[Dilshan20 51]

i hve lost my acc. can this topic is for me or not i hve contacted this problem to help@tankionline.com and they said that This account has been banned, because of the publicity and malicious phishing sites.
Unfortunately, for such violations diluted account is not provided. bt tell me how can i apologize for it plzz tell me

[r_RS-70 14]

Yes helpful at times, but my friend got blocked, the info for his account is 100% right because he recovered it before using same details, but all he needs to do is answer the questions but you say the info is wrong? when it comes to recovering accounts, it's bad.

[splitterpoint 10,986]

This is very nice, I often come across people on Facebook who have problems with filling in the forms that they sent to the technical support.

Maybe this should be linked in here aswell.

[ColdWheel 82]

Thanks

[AngeIs.And.Demons 1,988]

Nice one, I can make out the censored PayPal :lol:

[DynamiteBang 119]

Cool

[joostcool 5,942]

Questions about payments are also hard to answer sometimes. We need detailed info on numbers that were used for payments and actual sums of them. All of this can be found in My Account section of the payment system's website.

Well, I have bought my stuff by the 'paysafecards' and I have never had an account for that. How do I know when I bought my stuff that way? 

[HeroPlayer 797]

I got some questions about this:

 

7. Where do you play from (country, region, city)?
Please provide a screenshot containing your external IP address from the page http://whatismyipaddress.com and place it on a free image hosting website such as:http://imageshack.us/

 

What if you have a dynamic ip?

[HeroPlayer 797]

Well, I have bought my stuff by the 'paysafecards' and I have never had an account for that. How do I know when I bought my stuff that way? 

You could tell them the amount of money you bought crystals with, and wich payment processor.

[Miahak 1,596]

excellent job, thanks for the information. 

[Fwuffy_Giwaffe 6]

I have gotten refund twice, its very useful.