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Need Help? Look Here First!

HorusHorus EnglandForum Administrator
edited February 2016 in Help Requests 33.75 Karma
This discussion is here to help you redirect any urgent issues that you may find, so that you may receive the support you need.


Any issues with:

- Payments.
- Lost or stolen passwords/accounts.
- Running the game client.

Are to be directed to our support here - http://support.cubiccastles.com/


Please be sure to include a current email address for the support staff to contact you on.
Also include as much information as possible in regards to the issue.



"I Sent a ticket, but I have received no response!"

Be sure to check for support response emails via both your inbox and spam folders.
Responses are generally rather fast (within 24-48hrs), but for issues that are highly technical, responses may be delayed.
Sending multiple tickets about the same issue may also delay response.


"Can I send tickets about scams and abuse?"

This function is not for reporting in-game abuse such as scams, thefts, player abuse, inappropriate actions etc.
However, if you have any issues with a member of the moderator staff, be sure to contact the head moderator('s) or fill out a ticket explaining the issue with detail.



If you wish to report a player or a realm, please read the next section below:


Whilst in-game, you may find a "Report abuse" button within the in-game menu.

This is what the button looks like:
29p2ryf


This function is there for reporting:

- Scams & thefts.
- Harassment & abuse.
- Inappropriate player chat.
- Inappropriate player names.
- Inappropriate realm names.
- Inappropriate text on signs.
- Inappropriate player builds.
- And anything else found to be Inappropriate, abusive and offending.



"But i report and nothing happens!"

All reports are first investigated by the in-game staff before any actions are taken.
We would like to encourage every player to report any incident that relates with the above points.
Be assured that your reports are important to us.

Be also aware that we cannot always advise the reporter on action('s) taken upon reports. I Would like to assure you again, that we do take action on a regular basis. So if you do not receive a reply, it does not mean your report and reported offences were ignored.


"Who sees these reports?"

All in-game staff, moderators and administrators have access to these reports.


"Anything else I can do after reporting?"

Screenshots and even video's of incidents related to the above points are helpful if sent to an in-game moderator or active forum moderator via these forums.


"Can I contact an in-game moderator directly?"

We would encourage every player to first use the "report abuse" function before attempting to contact a moderator directly.

Comments

  • *>Remo<**>Remo<* Member
    edited February 2016 23.45 Karma
    Horus i need help i dont know how to make topic. :(
    Owh i found out lol :P
  • YakuZhaYakuZha Member
    2.70 Karma
    Hi...I'm an Indonesian, i wanna ask
    Is there another payment except from google play? (i play from phone)
  • utsaahutsaah Member
    1.85 Karma
    YakuZha said:

    Hi...I'm an Indonesian, i wanna ask
    Is there another payment except from google play? (i play from phone)

    Saya rasa kalau di handphone cuma di Google Play Store (bisa lewat Telkomsel) dan appstore (IGC)
  • rien-samarien-sama Member
    6.55 Karma
    Why am i banned for 130 hours i just logged on :(
  • currycrabcurrycrab Member
    edited February 2016 4.90 Karma
    rien-sama said:

    Why am i banned for 130 hours i just logged on :(

    Did you do something nasty?

    Try to submit a ticket at http://support.cubiccastles.com/
  • The user and all related content has been deleted.
  • currycrabcurrycrab Member
    4.90 Karma
    Wurf said:

    rien-sama said:

    Why am i banned for 130 hours i just logged on :(

    I THINK I am banned as well. But it doesn't show anything as I am stuck with 'Starting Game'.
    Bro, can do a favour?

    Try to find iOS device. A colleague, a classmate or your boyfriend/girlfriend.

    Try on iOS or PC / Mac. If it is the same, the answer is there.

    I hope you dont get ban.
  • rien-samarien-sama Member
    6.55 Karma
    I didn't did anything this week i just logged on that time
  • currycrabcurrycrab Member
    4.90 Karma
    rien-sama said:

    I didn't did anything this week i just logged on that time

    If you cannot log in, please submit a ticket. Most likely you may be ban
This discussion has been closed.