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lestat_anil

Elite Founder: Scarlet Blade
lestat_anil
Joined
24 Nov 2007
Posts
1282
Location
United States
PostedOct 30, 2012 2:10 am

How to Use Aeria's RT/Contact Us System

Let's face it, we all have to send them sometime!


If, for any reason, you find yourself needing to send a ticket to Aeria (behavior report, missed promotion, need GM assistance), please read on so that you can know how to go about doing that.




  • Log in to your account.
    Even if you are not logged in, you can access the Contact Us part of the site, however Game Support and Billing will be unavailable to you unless you are logged in. The other options that will be accessible are for people who cannot access their account (because it was banned, hacked, etc.) and don't want the trouble of making a new account just to appeal a ban or report a hack.

  • At the bottom of the forum page, you'll see several links. Click on the Contact Us link to proceed to Contact Us form.





  • Now, select the category of your issue report. Each category form has similar fields to fill. The following example goes for Game Support.






This is the Contact Us form for Game Support






  1. Subcategory:
    This is where you will categorize the nature of your ticket. For Game Support, this drop down menu lists several options such as "Missed Promotion", "Report Behavior", "Promotion Reward Redemption", and "Other" for those things that just don't fit any of the above categories. Selecting one of those, such as the Report Behavior, might cause additional things to appear on the form, but for the most part they are all very similar to each other.

  2. Account Name:
    This field is where you will type your account name. If you are sending a Game Support or Billing ticket, this field will already be filled in for you.

  3. Game:
    For this part of the form, simply click inside the box to bring up a drop-down menu that lists all of the games that Aeria Games provides support for. In this case, you would select "Scarlet Blade in English" from the menu.

  4. Server:
    As servers have yet to be named for Scarlet Blade, I cannot say what the choices would be, but this is where you would type in the name of the server you play on.

  5. Character Name:
    Different from your account name, your character name is the name of your character in game.

  6. Date and Time:
    Both of these fields will be automatically filled in for you and will indicate to the GM team the date and time that the ticket was created.

  7. Timezone:
    If you are having a difficult time figuring out your timezone, please reference this handy time zone map. As a benchmark, Aeria's location is UTC/GMT - 8.

  8. Message
    Complete the field with the subject of your ticket and type your message in the Message box. Be clear about what the problem is, and give as much information as you possibly can, including evidence to back it up. If you don't know how to upload screenshots to use for evidence, please see this Guide to Taking and Posting Screenshots. If your message becomes too long for the box, you can grab the lower right corner of the Message window and drag it down so you can see your entire message.




If you would like a copy of the ticket to be emailed to you, select the "Send me a copy" button before hitting "Send" and submitting it.


**Credit for the original information for this guide goes to GM Greywulf and was revised by myself**
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