Purpose: This article is intended to inform players on the necessary information to provide when sending in a ticket to the Player Support team so that they can optimally and efficiently assist them with their request.
When filing a support ticket to the Player Support team there are a few pieces of information that they will require in order to help you with your request. If these are provided in your initial message, the Player Support Representative will be able to assist you even faster.
Here is the list of necessary information to provide when submitting a ticket:
- Your DBID
Your DBID is the identifying number assigned to your account with all of the games that Disruptor Beam makes. This number helps the support team to pull up your account information whenever you write in a support ticket. If you need help locating your DBID, please refer to this help article: Finding Your DBID
- Your Username
While your DBID will allow the Player Support Representative to pull up your account data, providing your username is another point of reference for them to make sure they have accessed the correct account.
- Your Registered Email Address
If you are submitting a ticket from this website then providing the email address you registered with your account will help authenticate your information and, if you would like it to be changed, is necessary information to provide. However, submitting from in-game when you have already registered your email address will attach that information to the ticket automatically.
If you have not registered an email address to your account, please refer to this help article for instructions: Registering an Account
- A Detailed Description
When reporting an issue, it's important to provide as detailed information as possible so that it's clear to for the Player Support Rep to understand. Providing a list of steps you took to encounter your issue, particularly if you are reporting a bug, can be very helpful so that they can be aware of what may have caused it and how it might be reproduced so our developers can address it with a fix.
- Screenshots of Issue (where applicable)
If the issue you are reporting is something that can be seen in-game, particularly in the case of a visual bug, screenshots can be helpful to illustrate what you are experiencing. These screenshots are sometimes submitted to the development team so that they can see the bug and work on a fix to address it.
- Screenshots of Receipts (where applicable)
If the issue you are reporting involves a purchase that has gone wrong, providing screenshots is necessary to verify the purchase as well as to help the Player Support Rep locate the transaction within our system. NOTE: Copying and pasting the contents of a receipt into a support ticket does not qualify as a submission of a receipt since the contents could be altered. Please only provide screenshots of your receipt(s).