This information should help you troubleshoot issues with not receiving emails from us! There are a number of different situations that RSI Support has encountered that may be causing email issues and the most common have been gathered here with steps to address them.
For some solutions, RSI Support staff may need to assist with an account email change if the player is unable to do it themselves for some reason. Include as much information in the ticket form as you can to help ensure we can identify you as the proper account owner to resolve the issue quickly. If not enough identifying information is provided with the ticket, RSI Support will ask for additional information to confirm that you are the account holder before making the change.
Should this be the case, we may request a photo ID to assist with confirming account ownership in certain cases. We can accept a driver's license, passport, etc. We cannot accept Military IDs per government restrictions. Please take a photo of the ID and attach it to the ticket or in your email reply if you opt to go this route.
Please note that if you opt not to include a photo ID we will have to be significantly more strict with the remaining requested information. Account security is our top priority to protect your personal account information. We do understand that sending such a sensitive document over the Internet is concerning. Rest assured that we will also delete any included photo ID as soon as the ticket is closed.
I DID NOT RECEIVE AN EMAIL I EXPECTED
Whether it is an account activation email or a newsletter from us, your first stop should always be to check whether the email has fallen into your junk or spam folder. This is in different places for different providers so you should check with your email provider to see where you can find these.
If it has been auto-sorted into junk, spam, or some other unexpected folder, you may need to whitelist our email domains or setup a filter to prevent this from happening. Our emails will always be sent from the cloudimperiumgames.com or robertsspaceindustries.com domains.
I DID NOT RECEIVE A NEWSLETTER I SUBSCRIBED TO
In this case, check the Account Settings page to ensure that you are subscribed to the newsletter you expected to receive.
If it says Unsubscribed then click on the edit button, flip it over to Yes and then click on SAVE.
If you are already subscribed, or it will not allow you to subscribe, you will need to submit a Support Ticket requesting assistance.
I CANNOT CHANGE MY EMAIL ADDRESS
If you are attempting to change your email address and it fails to save the change, then you will need to submit a Support Ticket to change it.
I DID NOT RECEIVE AN EMAIL I EXPECTED AND IT IS NOT IN MY JUNK/SPAM FOLDER
There are currently issues with several email providers who will never deliver our emails. The providers mostly affected by this are Freenet.de, gmx.de, web.de and a number of Microsoft domains such as Hotmail.fr and Outlook.com. If you encounter this issue and are able to access your account, we recommend changing your linked email address to one from another provider on this page.
If you are unable to access your account, for instance your account is yet to be activated, you will need to submit a Support Ticket to change your linked email address.
MY EMAIL ADDRESS IS WRONG
Whether it is due to a typo when creating your account or misspelling the new email address when updating it on the website, if you need to change your email address and are unable to log into your account to do so, you will need to submit a Support Ticket to change your linked email address.
I DID NOT RECEIVE MY ACCOUNT ACTIVATION EMAIL
Simply submit a Support Ticket and we will look into activating your account for you!
WHEN I SUBMIT AN ACCOUNT RECOVERY REQUEST IT TELLS ME MY EMAIL ADDRESS DOES NOT HAVE A LINKED ACCOUNT
This is a recent issue we have been encountering. Your first step should be to request a second Account Recovery.
We have also seen cases where a player has setup an RSI account under an alternate email address that they have used in the past. Check any other email addresses that you may have previously used for an account using the Account Recovery option, especially if you are certain that you have pledged before.
If you still receive an email telling you that you have no account linked to any of your email addresses then submit a Support Ticket and include as much information as you can to enable us to find your account and assist you in regaining access to it. As with other email update issues, we will require a photo ID to update the registered email address if such a step is required.
I CHANGED MY EMAIL ADDRESS AND MY ORDER RECEIPTS STILL GO TO MY OLD EMAIL ADDRESS
When you place an order, the email address that your receipt goes to is defined during the check-out process. Whatever shows in the Customer Info section, pictured below, is where these emails will be sent:
To change where these are sent, simply update the email address in this section the next time you place an order!