The RSI Player Relations Support Team is here to help! We love gaming as much as our players do and understand that spending time troubleshooting technical issues or arguing with a login screen is not fun. In order to ensure that assistance for you and others happens as quickly and efficiently as possible, there are some guidelines and rules that should be kept in mind when submitting a support ticket.
When to Contact RSI Support
There is a great deal that our Agents can assist with, but what we should help with is a very different story. Our primary job is to be here to make sure that players can play. There could be any number of things that may be preventing that including some that we will not be able to assist with. We are not here to help players with getting around intended game mechanics or as a help line for game hints and tips.
Examples of what we can assist with:
- Getting locked out of your RSI account
- Recovering a stolen RSI account
- Provide troubleshooting for technical issues
- Pledge and order issues
- Spectrum/in-game chat harassment
Examples of what we cannot assist with:
- Restoring a reclaimed/melted pledge
- Recovering a gift that has been claimed by the recipient
- Removing a ship upgrade/CCU
- Teaching a player how to dogfight better
- Fixing bugs
- PvP happened
- Home network troubleshooting
When will I receive a response?
We generally answer support tickets in the order they are received, however certain issues take priority over others like account login troubles. We do not operate a 24/7/365 support team, nor do we use AI bots to automate ticket responses, and so there will down time when tickets are not being addressed, such as late night hours, weekends, and holidays. During certain busy times, such as the end of the year between CitizenCon and into January, responses may take quite some time to arrive due to the amount of contacts that we are receiving.
If you have resolved or addressed your issue yourself, we encourage you to update your ticket and close or resolve it if we have not been able to reply by that point in time.
For any sort of time sensitive issue, such as order and payment issues or promotion inquiries, we look at the time and date when the ticket was submitted when considering if we can assist or not. A delay in our response will not affect our answer.
How do I contact an RSI Support Agent?
The way to submit a ticket for assistance is by using the SUBMIT A REQUEST option on the Knowledge Base page. It will be located on the right side of the page below the box with the links to the Issue Council and Spectrum. This is the only method of contact that should be used to contact RSI Support Staff.
If for some reason you cannot use the ticket submission page for any reason, an email can be sent to support @ cloudimperiumgames.com (remove the spaces). This will also submit a ticket using your email address as the submission username and can help tie it to your RSI Account. Send this support request from the email that is registered to your RSI Account if you still have access to that email. Be descriptive in both your subject and the body of your message so we can get the ticket to the proper people.
Please do not send a direct message to an Agent via Spectrum! It will either be ignored or you will be directed to the proper channels for your issue.
RSI Support Agents do not accept phone calls nor will we return requests for a callback.
Etiquette When in Contact With An Agent
Issues that prevent a player from spending their limited free time how they want can be extremely frustrating. We do understand as we've all experienced it as well. However we are also people and have limitations on what we can assist with. Cursing and swearing at the person that is trying to help you is not conducive to solving anything.
Abusive Language
Cursing, epithets, and swearing directed at RSI Support Agents and other Staff is not acceptable. Should a support ticket be submitted containing such language the player will be asked to dial back the cursing if they wish to continue contact.
Should the insults continue, the ticket will be closed and the player asked to contact again once they can communicate without the insults and cursing.
Harassing and Threatening RSI Agents and Staff
Consistently contacting an agent via tickets or via direct messages in Spectrum after being told to stop can be considered harassment. As is consistent, repetitive insults directed at an Agent or Staff member that may or may not contain foul language. This sort of harassment is not acceptable towards anyone, staff member or not. Repeated cases of RSI Staff harassment may result in the suspension of the RSI account involved.
Additionally, threats of real life physical harm, violence, or attacks against any RSI Staff member will be reported to the appropriate authorities.
Ignoring or Disobeying Agent Instructions
RSI Support staff are here to help players play the game and, in the case of Agents assisting with Public Test Universe builds, help facilitate testing new content and fixes to make the game better. It does no one any good if the steps and instructions that they are providing are ignored.
Players that have refused to follow or outright ignored Agent instructions for their support ticket issue may have their ticket put on hold or simply closed until the player has done as was asked of them.
Players that are found to be actively ignoring PTU testing instructions or actively attempting to hinder PTU testing may have their PTU access revoked.
Defrauding or Attempting to Defraud an RSI Staff Member
As before, RSI Support Agents are here to help and attempting to take advantage of them for personal gain is not acceptable under any circumstances.
Should it be discovered that a player has intentionally provided false information to trick an RSI Agent into providing assistance where it would otherwise be denied, actions may be taken against the offending players account. This includes but is not limited to removal/reversal of assistance provided and/or suspension of the offending RSI account.