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:
- 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:
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.