Support doesn't answer.

Hello. Since I have no answer for a days from the support I decided to send another one ticket. The situation was quite the same. They sent identical message just like the first time which is - "Thank you for the message and I am sorry to hear about this. Can you please confirm for us if you have attempted to contact your old email provider to regain access to the email address linked to your account?". After my reply there is always no reaction. This is most likely an auto-reply and the bot for some reason cannot trigger the next step of the chain nor to run the instruction to call a real human. How can I contact the support stuff directly?

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Tai_GGG wrote:

If you have sent us an email, one of the team will be able to respond to your request as soon as we can. Please note we are currently dealing with a large number of requests, so we apologise for any potential delay in getting back to you.

This is not a delay. I've got a replay right after I sent a new ticket after no answer over a 24 hours on the previous one and it's died right with the same condition.

Don't expect to get your account back this year. Account recovery - never fast in the best of circumstances - has been that much of a dumpsterfire since poe2 launched.

After some initial information gathering by junior staff, you're looking at several exchanges with a senior staff person with 4-6 weeks between each.

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Summoner#6275 wrote:

Don't expect to get your account back this year. Account recovery - never fast in the best of circumstances - has been that much of a dumpsterfire since poe2 launched.

After some initial information gathering by junior staff, you're looking at several exchanges with a senior staff person with 4-6 weeks between each.

Gosh... This is a question of a few minutes and there is no need to gathering anything coz I provide all the needed information by self. If that is how do they work than it's better to play something else.(

"Help I lost my old email, now I can't login" is exactly how attempts to steal accounts begins. As a result anything involving proving ownership of an account has to be taken seriously; especially since it's GGGs policy to never return stolen items (due to the abuse potential from people lying about trades they regret and various scams).

Having this much of a delay between messages is disgraceful.

Scenario 1 is that they actually have several thousand account recoveries in progress (5 minutes/message times 40 hours/week would be once a month for 2000 people) and need to train another person or two to work on them full time to drain the backlog.

Scenario 2 is that it's more like 50 recoveries in process; but that this is a very low priority extra task that only gets worked for about 1 hour a week. In that case management just needs to stop not caring and make catching up the persons primary task for a few weeks (delays on the player end mean that the number of email exchanges would spill into a second week even if GGG was doing 1 day turn arounds on their end).

Based on the number of unhappy posts I see in support (only a few a week) I strongly suspect the situation is much closer to scenario 2 and than scenario 1.

This is why I've not bought any packs recently (despite really wanting a second Kiwi to keep my POE1 closed beta pet company) and haven't recommended either game to anyone since the collapse in support became evident in December/January. (They've since caught up on basic requests that junior support can handle - presumably by clicking on an admin page; but have made no apparent progress on things that need senior staff to be involved.)