Customer Support Team
When a game freezes, there are a couple of different severities.
- You can still interact with the game, hear music, and chat but the round doesn’t proceed. This is most likely a connectivity issue or a bug.
- Nothing responds and the game is frozen. Generally the game will crash shortly after. This is typically a PC- hardware related issue.
When a game crashes, there are a couple things players might be referring to:
- An error message is displayed and then the player is kicked back to the town square. This is normally related to a connectivity or server issue.
- The game stops responding and the program auto-closes. This is normally an executable crash (system error logs can sometimes help to determine the cause).
Items or rewards sent to a player to make up for a major issue that inconvenienced them (or to replace items that may have been lost due to a crash/bug). Support staff will provide these when there are verifiable reasons to do so due to bugs or server-related issues.
Items or rewards sent to a player based on a special promotion. Support staff usually has no involvement with this (as they are generally provided via social or community channels).
Items or rewards sent to a player without any specific reason. Support staff do not provide these (similar to promotions they are provided via social or community channels).
This is something we do that is above and beyond our usual scope of duties. For example, speaking to player’s in-game is a courtesy for Customer Support and falls outside of the scope of the support staff role or duties.