Blizzard Customer Service Website

As a part of our ongoing efforts to provide the best customer service possible to the community, we’re launching a new Customer Service Website which will offer a wide array of great new features to players who need assistance with a variety of issues.

Here are some highlights of what the new site can offer:

In the new Blizzard Customer Service Website, you will be able to access all support contacts in one convenient location including web, in-game and phone support. You’ll also be able to quickly and easily check on the status of your customer service request.

During your ticket submission process, we’ll try our best to identify the problem you’re experiencing and provide potential solutions along the way with relevant smart help.

Once your ticket is submitted, you can communicate with our support team easily through the web interface much like you would within the forums. You’ll be able to reply to your own ticket, add details after a ticket has been submitted, or even add and clarify additional details should you feel the initial response from support doesn’t solve the problem. To help keep you up to date on the status of your ticket we have also added an option to receive automatic emails whenever your ticket status changes.

We hope that this new site will provide you with the tools you need to contact our support teams quickly to resolve your service issues. We invite you to check out the new site here: https://eu.battle.net/support/en/ticket/submit

Frequently Asked Questions

• I’ve called and/or opened tickets in the past; will these show up in the new support site?
Unfortunately no. Only tickets and calls received from today onwards will be recorded and visible in your ticket history.


• I opened a ticket using the new support site but it’s not listed in my ticket history!
There’s a few possible explanations for this, and we’ve created a support article that should help you track down your ticket: http://eu.blizzard.com/support/article/53550


• The support site ticket system needs me to be logged in to use it. What should I do if I can’t log in (compromised account, forgotten password, etc)?
The first step if you can’t login is to recover your account. Start by using our log in help page (https://eu.battle.net/account/support/password-reset.html), and if you’re still stuck, give our billing support team a call (http://eu.blizzard.com/support/article/23210).


• Will the knowledge base stay on Blizzard.com, or will it move to the new support site as well?
It’s still early days yet, but as we’d like to have everything all in one place it’s likely that the knowledge base will eventually become part of the support site. Soon™?


• Is there an option to turn off the email notification spam when there's a change to my open ticket(s)?
There is indeed – you’ll need to be logged into your Account Management page, and you can then find the tick box under the ‘Communication Preferences’ section in the ‘Settings’ dropdown menu (https://eu.battle.net/account/management/settings/change-communication.html).
It’s default to ‘on’, so please be aware that un-checking this option will also prevent you from receiving notifications in situations where this may become more important (retrieving a compromised or hacked account you no longer have access to, for example).


• My question isn’t listed here!
No problem, simply post a reply and we’ll do our best to answer it for you.



If you are online at the time the investigating agent picks up the support site report, then they will endeavour to contact you in-game. However, if you are offline then you will only receive a response on the support site.

We encourage all players to report such incidents in-game though as it is much more efficient that way.

Good afternoon Lokbrog,

If you’re referring to the automated email notifications when your ticket status changes then yes, you’re in luck! :)

First log directly into your Battle.net Account Management page;
https://eu.battle.net/account/management/

Then select ‘Communication Preferences’ from the ‘Settings’ dropdown menu, and right at the bottom of the list should be an option named ‘Support ticket status updates from Blizzard Customer Support’ (which is on, by default).

Un-checking this box should hopefully stop the email spam, but please be aware that this could potentially make things more complex if your account was ever compromised in the future.

Lokbrog, you should indeed find you’re able to submit more than one help request at a time using the new system, although obviously if the issues are related or all within the same general category (i.e. account/payment related issues, or in-game issues) then there’s no need to split them out. :)



Korette, I’m sorry to say that you may regrettably be mistaking direct customer support for information related to game development, as these are taken care of by entirely separate teams and departments.

I can appreciate that you’d like an official response to your topic, but please don’t assume that not having received one thus far means that your thread hasn’t been read. There’s an excellent post made by one of the members of our US Community team that may be able to explain further how the feedback system on the forums work (http://us.battle.net/wow/en/forum/topic/2016274470#17), so please do have a read through if you’re interested. :)

There is currently no way to disable that Hakas as there's no point really. Your name appears in account management anyway so there is no purpose in hiding it.

However, if you believe that this feature is a problem, you are free to submit your feedback through Battle.net by going to your support ticket page and then clicking the feedback button in the bottom-right.

This is not really the right place to ask about issues like that Msdoubtfull. Try here in our Technical Support forum:

http://eu.battle.net/wow/en/forum/874936/

It is sometimes a practise of GM's who no longer wish to be in charge of a guild to rather than disband it, hand it off to someone else.

If you are concerned about being the Guild Master, then speak to the other more active members of the Guild and see if someone else is willing to stand in instead. :)

No worries. :)

My apologies for the late reply Unlovely and I am sorry to see that your friend is unable to access their account.

In this situation I would suggest that they contact our Account and Payment team via phone and explain the situation to them. I would also strongly recommend that once they have regained access that they update all their information including their e-mail address to ensure that their account remains secure.

Please avoid posting such information in future. :)

If your friend is not sure how to contact them, they can find all the information here.

http://eu.battle.net/wow/en/forum/topic/900641315#6

No, we don't mind you reporting from other realms, it's just preferable that it be reported from a character on the same realm, that's all.

Obviously, it goes without saying that you should stipulate the realm in your report if you are making a report from another realm.

Well, this isn't really the right place, but I can answer that for you while I'm here Mysterie.

The easiest way is to simply type the amount of gold/silver/copper you wish to send in the input fields at the bottom of the mail window. To the right, you can choose either 'Send Money' or 'C.O.D' (Cash on Delivery). Obviously, in this case you would use 'Send Money'.

Just make sure you are sending it to the right character!

Guys, when commenting in this thread, please keep it on-topic. If you have an issue/question not related to the Support Site, then please make a new thread in the appropriate forum. Thanks.

Good questions Guesswhois.

Basically, our customer support teams do not monitor realm population or make decisions based on the statistics. However, those statistics are monitored by other departments within the organisation, as is the feedback left on the appropriate forum (in this case that would be your realm forum).

I understand that you may feel that this is a customer support issue, but we have always found it more beneficial to separate this duty from the support teams and leave the support teams to primarily focus on when things go wrong for the players.

I know this article primarily applies to in-game support, but here is a quick run-down of what an agent will try to help with:

What can Game Masters assist with?
http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=53713

Thanks for answer-tbh what i find upseting most that you send me to my real forums ,but i have never seen any blue response there for like 3-4 years now so what can i think after that long of period ?That that team doesnt even exist or doesnt even care about that issue.

We do not need to reply in order to read the feedback Guesswhois. I realise that it is a matter of trust, but that's just how it is. If the feedback is not in the right place then it there is a large chance that it will have no impact at all on the issue at hand.

So, if you were to choose between blue reply by someone who cannot help you or no blue reply but read by someone who may be able to look further into your problem, I'm sure you would prefer the latter.

What is the actual error message Puttuss?

Hello Holyhowl,

If you have thoughts or feedback about current game design decisions then please don’t hesitate to post them onto the most appropriate forum – this allows our Community team to read through and pass on any comments as appropriate. :)



Greetings Deathtoemall,

I’m sorry to hear of your dissatisfaction in this matter, but I would urge you that if your account has been compromised during your absence then you should definitely submit an in-game help petition so that our support team can investigate the situation and hopefully restore some of your losses – as long as the compromise hasn’t taken place too long ago, we will always attempt to return an account to its original state in as much as we’re able.

You should probably also take some time to read through the two following topics; one is specifically designed for players that may have had their accounts compromised, or hacked, and explains the restoration process and why account security is so important, and the other is an excellent guide written by one of our MVPs on how to ensure your system is clean of any malicious software (to prevent further compromise in the future).

►► Account Hacked/Stolen? CLICK HERE! ◄◄ (Cont. #2)
http://eu.battle.net/wow/en/forum/topic/2226268467

[Guide] How to SCAN and SECURE your PC - Part II
http://eu.battle.net/wow/en/forum/topic/1820913657

With regards to what you describe having happened more recently, I’ve had a look at your account and it appears that our automated security systems temporarily locked it due to some suspicious activity or some potentially malicious attempts to access your account.

Now, this could obviously be a false alarm, but these systems certainly aren’t designed to annoy you or cause you to leave the game – they’re in place to try and protect you from further compromise, so hopefully merely having to change your password to regain access to the account again won’t have been too great an inconvenience.

I do hope that you won’t experience any further inconvenience of this kind, anyhow. :)

Have you made sure that the payment is finalised Tankladin?

If you are having issues with the Faction Change, please contact our Account and Payment team here.

Account and Payment Issues
http://eu.battle.net/wow/en/forum/topic/900641315#6