We understand that during these troubled times, players want to minimize the amount of time that their tickets will be in the queue. This helpful guide will give you ideas as to what we're looking for in a support ticket so that we won't have to ask as many questions! 
What is a support ticket?A support ticket is a way to communicate with the Staff if you have a problem that you cannot fix on your own after checking the forums and the FAQ page (
http://animusro.wikispaces.com/FAQs+and+Troubleshoot).The Staff generally has a very large box full of tickets, so please be patient if you need to submit one! You can submit a support ticket here:
http://www.animusro.com/index.php?p=supportWhat should I put in my ticket?It depends on the type of ticket you are submitting. Here are the general guidelines for the most common types of tickets!
If you wish to have a
same-sex marriage,
divorce, or
unadoption, you should list:
- Your username
- Your password
- The name of your spouse and child (if applicable)
- In the case of a same-sex marriage, the username and password of your future spouse (they may also submit a separate ticket with that information)
If you wish to have a
name change,
sex change,
rollback,
guild name or leader change, or to
move a character to a different slot or account, then:
- Please submit a Spend Credit request. You can do this here: http://www.animusro.com/index.php?p=support
- Be aware that if you are a guild leader, then name changes, character moves, and guild name/leader changes cannot be processed until the next scheduled server maintenance! This is to avoid losing control of your guild. You may want to consider breaking your guild if you wish to have your request processed as quickly as possible.
If you have
a problem regarding your password, you should list:
- Your username, as well as any character names you might remember
- The email address that you signed up for the account with
- Whether or not you can still access that email address
- Any old passwords you may remember
If you have a problem regarding
lost items, you should list:
- The name of the items lost
- How you believe you lost the items
- Whether or not anyone else has access to your accounts, and if so, who (no matter who it is, even if you trust them!)
- Which account you had the items on last
- Any proof of ownership you may have, such as a screenshot or a description of how you got the item
- Please remember: DO NOT submit a spend credit request for item recovery until a High GM tells you to do so!
If you have a problem regarding the
item shop, you should list:
- The date you purchased the item
- The transaction ID from Paypal (this should be a very long string of numbers and letters)
If you have a problem regarding
harassment in-game, first, read the harassment guidelines (
http://www.animusro.com/forums/index.php/topic,23.0.html), and then list:
- The in-game name of the person harassing you
- A screenshot of the harassment
- A screenshot of yourself telling the person to stop
- A screenshot of yourself using the /ex or /exall command if they persist, or making some effort to remove yourself from the situation
- A screenshot of the continued harassment
Useful information for submitting a ticketThe most effective way to get a ticket answered as swiftly as possible is to include all of the information related to the issue you're having. That will cut down on the number of responses necessary to get all of the information needed.
However, if you have a general question, you may want to try the forums - other players may be able to help you find the answer you're looking for!Keep in mind that we love seeing friendships grow and develop on AnimusRO, but we simply can't discuss other people's cases or tickets with anyone but the person involved. Please urge your friends to submit their own tickets!
Another helpful tip is to
not bump your ticket or to create tickets asking about the status of previous tickets; this will only slow down your response time, and it will not make your ticket get an answer any more quickly - in fact, it will simply make it take longer! Also, closing your ticket and opening another one will have the same effect; we know that it's hard to be patient, but leaving the ticket open and waiting really is the fastest way to get it answered after you submit all of the needed information!
Please remember that the Staff are only human, and can only process so many tickets per day. Have patience, be polite, and your ticket will be answered!
