A change in the way to get Account Support!

Spark910 · #1 01-26-2005, 06:48 PM

SUPPORT CENTER

Most of you will remember a post asking that all Playerworld Support is to be done via the Support Center. The same now applies for Account Support too.

Considering my laptop is not working, I can not access any of my e-mail accounts and won't be able to do so for some time. And, it was planned to do this, so I may as well do it now!

Using the support center means:

Efficiency: Because support will all be done through one main support center, it will mean that staff will not have to check e-mails for support, and will not forget about the support tickets as they wil lonly need to access these.
Fast Responces: A current issue is that most use e-mail, and a very small number use the support center - meaning the support center is checked less. But now, all support tickets will be checked quicker and solver quicker as all account support will be done through here.

I know alot of people in the past have had bad experiences with the support center, but now that people actually have access to help - it should be a good method to get any support. Also, all account types can currently access the support center for support, so it should be no problem at all.

When you create a support ticket you need to put the Category as Accounts. Please also include the 17digit paypal ID number, as well as the 5 digit one (Or other IDs). These will be needed to change anything, such as the e-mail on an account - and will not be done without it.*

*To find it look on your paypal reciept, or go to:
paypal.com > login > click history > set date filters > find a copy of your reciept here.

How to access the Support Center?
http://support.graalonline.com

How to log in?
Currently you will need to log in after first signing up.
If you have already signed up you can log in with your Graalonline password, however, if you have changed your password since you first registered on the support center then the password will be your old password, and need changing seperatly, HERE.

Registering?
If your not yet signed up then follow the following instructions to do so.

Go to http://support.graalonline.com
Click 'Create Graal Desk Account'
Enter your current Graalonline Username and Password
Enter your Name and Graalonline Email Address
Click Login (You will be emailed your details if you forget them)

Creating A Support Ticket

Log in
Click 'SUBMIT NEW REQUEST'
Fill in all of the details, then click 'Submit'

Viewing Replies To Your Ticket
Note: You will get an email when you have a reply, telling you someone has replied and what they have said. You need to log in to the support center to reply, and not reply to the e-mail.

Log in
Click 'OPEN REQUESTS'
Click on the ticket you want to see. Read replies, and respond if you need to.

What to continue using e-mail for?

When specifically asked to e-mail someone related to account problems

If you have sent an e-mail recently, and have got no reply, please create a support ticket now.

Any other questions/problems with the Support Center?
Reply here. Thank you.

Crono · #2 01-26-2005, 07:15 PM

You're good with introducing and reviewing things. Good job @ post.

oinknessx · #3 01-26-2005, 07:59 PM

What about us people who didn't pay for the account through paypal? And also what about the people who's accounts were bought with paypal, yet they do not have the original paypal receipt? Are they doomed?

superb · #4 01-26-2005, 08:48 PM

I don't think personal e-mail accounts are locked down to one computer...

Spark910 · #5 01-26-2005, 09:04 PM

Quote:

Originally Posted by oinknessx

What about us people who didn't pay for the account through paypal? And also what about the people who's accounts were bought with paypal, yet they do not have the original paypal receipt? Are they doomed?

That's what I mean by ''Other IDs'', just send some ID so we can do something without needing to ask for it :P

Quote:

Originally Posted by superb

I don't think personal e-mail accounts are locked down to one computer...

They aren't.

superb · #6 01-26-2005, 09:13 PM

Quote:

Originally Posted by Spark910

They aren't.

Which is why I don't understand your logic with this quote.

Quote:

Considering my laptop is not working, I can not access any of my e-mail accounts and won't be able to do so for some time. And, it was planned to do this, so I may as well do it now!

Darlene159 · #7 01-26-2005, 09:15 PM

Quote:

Originally Posted by oinknessx

And also what about the people who's accounts were bought with paypal, yet they do not have the original paypal receipt? Are they doomed?

Paypal keeps a history of all your transactions, just look in the history

zell12 · #8 01-26-2005, 10:07 PM

I suppose they mean they want to know what to do if they bought the account through another means, such as cheque or money order.
In which case you should of recieved a reciept from the bank or from GraalOnline (Cyberjoueurs) right?

oinknessx · #9 01-26-2005, 11:29 PM

A friend upgraded my account. I might have the confirmation that my count is activated, but that's about it... I wish I could find that guy again... I need him to buy me more toys.

And yeah Spark... you can hook up your email through Outlook Express, or even Mozilla Thunderbird... or I dunno.

Chris · #10 01-26-2005, 11:37 PM

Quote:

Originally Posted by superb

I don't think personal e-mail accounts are locked down to one computer...

He may not have access to any other computer? OR he doesn't remember his password and it's saved only on his laptop.

Curt1zzle · #11 01-27-2005, 12:02 AM

Quote:

Originally Posted by Chris

He may not have access to any other computer? OR he doesn't remember his password and it's saved only on his laptop.

Or, a more likely scenario:

All the emails were taken off the mail server and downloaded to his laptop when he checked it (As they are, unless you enable the option to keep a copy on the server)....

So, even though he can check new mail, he can't attend to old messages or messages he downloaded and haven't read yet. I imagine there is a flux of messages he hasn't gotten around to reading on the laptop yet... and has no way of viewing previous messages.

Lance · #12 01-27-2005, 12:28 AM

I think I need to submit a support ticket about my support desk account being broken, or something. Uh-oh.

Curt1zzle · #13 01-27-2005, 12:32 AM

Quote:

Originally Posted by Lance

I think I need to submit a support ticket about my support desk account being broken, or something. Uh-oh.

Mine too

Chris · #14 01-27-2005, 01:47 AM

Quote:

Originally Posted by Curt1zzle

Or, a more likely scenario:

All the emails were taken off the mail server and downloaded to his laptop when he checked it (As they are, unless you enable the option to keep a copy on the server)....

So, even though he can check new mail, he can't attend to old messages or messages he downloaded and haven't read yet. I imagine there is a flux of messages he hasn't gotten around to reading on the laptop yet... and has no way of viewing previous messages.

Or that. I wasn't really thinking too much into it like yourself.

Curt1zzle · #15 01-27-2005, 02:18 AM

Quote:

Originally Posted by Chris

Or that. I wasn't really thinking too much into it like yourself.

I work at an ISP.

I get *****y customers daily screaming "Where's my email! I can see them on my other computer! Where'd they go!"

I tend to repeat the previous answer over and over...