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Anarchy Online FAQ Support

June 7th, 2007 by rosehebe

narchy Online is a science fiction-based persistent online role-playing game developed and published by Funcom.

What do I do if my character is stuck?

If you are unable to log in with your character, he/she might be stuck in read more…

What happens with my e-mail or the questions I submit with the feedback form?

Everybody that sends an e-mail to Support receives an automatic response immediately.

Our support personnel will review the email, and in most cases each email will be answered individually.

Rarely will we use bulk mail to answer questions unless it is a sweeping issue. The difference between a bulk mail and auto-reply is that your mail has been assigned to a specific person in the Support department.

When you receive an auto-reply, please make sure you make every effort to try the given suggestions if they apply. If the auto-reply resolves your issue, you can reply letting us know or just wait for the support team to contact you to let us know.

How do I get help in-game?

Please only use this for emergencies and abuse that we need to handle at once.

Write in the chat window /petition and a short explanation of the problem. This message will be sent to a petition queue that GMs and ARKs read through. They will help you as soon as possible.

Bugs should be reported by using the /bug command in the same manner as the /petition command. Depending on the issue, you may not receive a reply to the /bug. If it is something affecting your ability to play, you may use the /petition command with the bug classification. Please type “/petition help” for more information.

What happens with my petition in the game?

It is sent to a petition tool where your request is listed with the requests of other people. Funcom-employed GMs and some players (ARKs) have access to this queue. They will contact you in the game when they get to your request. In order to get the best possible view of your issue, we ask that you write all needed information in the original petition . Please note that it could take time for GMs to get back to you.

When can I use the /petition command?

All problems that must be solved immediately in the game will have first priority. Please read more…

What should I do if I am harassed, or people verbally abuse me in the game?

Your first course of action would be to target the character and type /ignore. Then no chat from this user will be displayed.

If, after doing this, the player finds new ways to harrass you, you may use the /petition command to report the player. You may not always get a reply regarding this issue as it may be handled between the support personnel and the offending player.

I want to report a bug.

Please use the /bug text command in your chat line to report a bug. Depending on the issue, you may not get a reply.

BUT! Thanks in advance.

If I disconnect, will my petition be removed from the queue?

This depends on the issue and if you have already been contacted by at least one support member.

If you have not been contacted by an ARK or GM prior to you logging from the server and that ARK or GM did not tell you they were escalting the issue, your petition may be deleted within 20 minutes of logging.

Is Funcom Support in Norway or USA?

Our main support office is located in North Carolina, U.S.A.

In which languages do you provide support?

We do ask support questions for DIM 1 and DIM 2 be sent in English, although if you read but do not type English very well you can send them in your native language and we will do what we can to work it out. You may get a really bad translation though. DIM 3 questions can be in German or English. We would love to provide support in every language, but that isn’t always possible.

When can I expect a reply to my e-mail?

We have people replying to e-mail on all weekdays. Usually you will get a reply within 24 hours, but it could take a couple of days if it was sent during the weekend or holidays.

Billing questions and technical problems that make it impossible for you to get into the game are given first priority by our Support staff.

How can I become an ARK member?

To become an ARK member, please use the following link. Make sure you read about the ARK program before applying.

http://ark.anarchy-online.com/

What is the difference between an ARK member and a GM as far as in-game customer support?

ARK (Advisors of Rubi-Ka) consists of a great group of volunteer players dedicating a portion of their own time to help other players with issues and questions in Anarchy Online / Shadowlands. In most cases the first person you will ever talk to in a petition situation will be an ARK member. GMs are Funcom employees dedicated to providing support in the game on issues that may involve further investigation or escalation.

How does Funcom handle exploits?

An exploit in the game is a bug, or design error, that makes it possible read more…

Is Funcom Customer Service able to reimburse lost items, credits, ip or xp?

There are instances we can and will reimburse items and experience. Please read our policy regarding this at the follow URL.

http://www.anarchy-online.com/content/news/articles/5460L/

Only online GMs are able to make decisions about reimbursement. The people answering mails in Funcom Customer Service are not able to answer questions about this.

Can I get a GM any time I want one?

Unfortunately no. No matter how bad we would love to have a GM for everyone, it just isn’t possible. Depending on the situation a GM may become involved, but just asking for a GM will not always get you a GM. The ARK members are very capable of handling a lot of the in game issues and are given tools to that effect.

What is “Ninja-Looting” and how does it affect me?

Please read our ninja looting policies and definition at the following URL.

http://www.anarchy-online.com/content/news/articles/5980L/

Someone stole my account!

We have not had anyone hack or steal account information from our servers thus far. Unfortunately we can only see if an account has transferred hands and not if an account has actually been stolen. Please make sure your computer is secure and all account information is yours only. We only give information on an account to the email currently registered on the account.

We cannot stress this enough. Do NOT share your hard-drive or any drive on your computer that may keep sensitive information. We are not responsible for your system security.