How can I access the Ankama Support site?
Whether you use a search engine, direct link, or one of our numerous buttons, all roads lead to Ankama Support: https://support.ankama.com/hc/en-us
How is the Support site set up?
There are several ways to resolve your problem on the site. First, use the Search feature to check if your problem has already been reported and an answer has already been provided.
The Support site also has a knowledge base of FAQs where you may be able to find the answer you’re looking for. We update and improve the knowledge base regularly.
How can I contact Support?
Some more complicated or sensitive problems require direct assistance from our Support team. You can easily contact us using the various buttons on the site.
Select the form that best describes your problem and fill it out in order to create your request.
Here are a few simple tips to help you create an effective request:
- Be clear and concise: explain the facts of your problem without adding unnecessary details. Try to use correct spelling to the best of your ability.
- Include the Ankama account name affected: this is the username you use to log in to the game(s). Don’t forget that your username is different from your nickname, which is displayed in our forums and in game.
- Verify your identity: if your request is related to access or changes to your Ankama account, we will need to verify your identity. Consider attaching a copy of an official proof of identity.
- Create one ticket per account: if the problem affects several of your accounts, create a different ticket for each account.
- Do not resend your request: our team processes the oldest requests first. Every time you resend a ticket, you send it back to the bottom of the pile.
How can I create a support account?
All you need is an email address to get in touch with our team.
The first time you send a request by email, you’ll create a support account linked to this email address. This account is completely independent from your Ankama account, so you can see all your requests in the one place.
Feel free to consult our video tutorial, which will show you how to create your support account.
How can I see and answer my requests?
Follow these steps on the Support site:
- Click the “Check your replies”button.
- All your requests will be displayed, along with their current status.
- Click on “Request” to check the message history and provide a response if necessary.
Follow these steps from your email inbox:
- Open one of the emails you’re received about your request.
- Click on the request number to be redirected to the Support site.
- Log in with the same email address and the password you’ve chosen.
- Check the message history and reply if necessary.
When will Support answer my request?
On average, the response time is approximately 24 hours, but this timeframe can be shorter or longer depending on a variety of factors such as seasonality, number of tickets received, day of the week, topic, and community linked to your account.
Ankama Support receives over a thousand requests every day, so it takes a bit of time to process them all, but we always provide an answer.