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Your Account and Support Needs

AuthorMessage
Armiger
Dec 09, 2008
2088
For all General Gameplay Questions, reply in these forums to a post if there's a current topic open, or create a new one (find the proper category please).

For all Bug Reports, please first search these forums for a post. There is no need to make a new one or contact support if we are already aware of the issue here. You can reply to the post though to clarify any details (thank you!).

For all Account Concerns such as purchase issues, first search for your question in the following link: https://www.wizard101.com/CustomerSupport/game

Before you contact our support team for help, make sure that the email address associated with your Wizard101 account is valid and that you can check email at that address!

If you did not provide a valid email address, or no longer have access to the email address you provided, update your information in the My Accounts section that appears when you're logged in to the website.

For status updates, please wait 48-72 hours and if no response by us is received, then feel free to respond back to the support ticket to inquire on its status.

Please do not post account support needs in this forum unless you cannot reach support.

To contact us through the website:
Click the 'Help' link at the top of this page and then click the 'Contact Us' tab at the top. Follow the instructions and your ticket will be created.

or

To contact us through email:
Click the 'Contact Us' link at the bottom of every page of the website, or this link: https://www.wizard101.com/game/contactus or directly email us at support@wizard101.com

When you contact support, please ensure that you give us:
  • the account name
  • the character name
  • as much information about what you encountered as you can

NEVER send us:
  • your password
  • your credit card information

The more information you give up front, the faster your ticket can be resolved.

Important account security tip: Use a unique username/password combination for every account you own. Do not use the same username or password more than once!

Tickets can take up to 48 hours to receive a response and duplicate tickets can slow the whole process down. If you did not receive an automated initial ticket email, please contact us via a different email service, such as gmail instead of yahoo.

Please DO NOT create a new ticket or repeatedly reply, as this will only slow down support being able to address your concern.

Please also note that for account concerns, our support team is the place that can help you. Our social media and other public teams can get you in the right direction, but we do not have the tools available to directly resolve your account concerns. Our support team has these tools.

We do not offer telephone support.

I GOT REPORTED?

When you report someone in-game, or you are reported, a message is sent directly to Mr Lincoln that includes the chat logs of everything that was said before and after that report.

Mr Lincoln then reads the log and assesses the situation. He determines how bad the offense was, looks up prior offenses for the reported individual, and based on that assessment he issues sanctions (such as muting or banning) and sends an email to the offending account explaining the violation and the sanctions.

If the report was falsely made, that is determined as well, and the player who made the false report is investigated as to whether or not they have made previous false reports. False reports are just as egregious as valid ones, and similar sanctions can be levied against repeat offenders of false reporting.

Everything that a player enters into the chat window is logged. These larger chat logs are also routinely checked for those infractions that are not reported.

What is Considered a Reportable Offense?


We appreciate that our players want to make Wizard City the best it can be, and we've placed the tools in your hand to report players for inappropriate behavior. We ask that you use the reporting feature to identify truly egregious behavior, such as creative profanity (swearing around the filters), solicitation of usernames/passwords, predatory threats, racist comments and other such actions as outlined in the Terms of Use. The old story of “the kid that cried wolf” has a lot of bearing in this situation and we trust that all reports received by players are valid and require support intervention.

What is NOT considered a Reportable Offense?

Because false reporting can be construed and/or used as harassment of other players, we’d like to take a moment to ensure you are aware of what does NOT fall under the category of a reportable offense:

“S/he falsely reported me” or reporting someone for false reporting (2 wrongs don’t make a right)

“Being rude” (We’re sorry, we can’t enforce good manners. Use the ignore button liberally &/or change realms. It’s wholly up to you to choose to stay around someone that’s not nice to you)

"Unfair PvP” (it’s not much fun for the losing team, but it’s not a violation of the game rules)