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Codename Entertainment
How To: Open a Support Ticket

2836 Posts
Link to post - Posted July 23rd 2015 at 8:56 AM
Last Edited November 17th at 12:51 PM
Erika/Alyniana (CNE Dev)
Hi folks!

This thread explains how to go about opening a support ticket in the event that you need help with an issue or problem that only we, the mighty developers, can help you with.

First off, before you open a ticket you should check to see if your issue has an easy solution or has been reported before. The best way to do this is to search the forum. There's a search box up in the upper-left corner that you can use! Try to keep your search terms broad for the best results.

If you can't find any previous posts about your issue, you could also try opening your own thread to see if anybody else is having similar problems at this time. Sometimes we have temporary glitches or issues that only affect a subset of users, and getting input from others can help both you and our own debugging process.

Finally, if you can't find the support you need on the forums, you can open a support ticket. Support tickets are good places to get help with issues specific to your account, such as missing items or stuck quests. We prefer to help individual users in Support Tickets rather than on the forums for a variety of reasons. A big one is that it's easier to view your account details when you open a Support Ticket, since that ticket is directly linked to your game account and we don't have to search our database to find your details.

To open a support ticket for Crusaders of the Lost Idols click on the Help and Support from the following spots:

On Facebook, Kongregate, and Kizi: Click on the 'Help and Support' link in the footer of the game. Seen here: http://prntscr.com/8o2jyv

On BigFish: Press the "Support" button in the bottom left corner of the game.

On Armor Games: Look below the game window. Select the "Overview" tab and then hit "Support" http://prntscr.com/b2uqw1

On Steam: From the question mark menu in-game, there is a green "Contact Support" button which will open a link in a new browser.

On iOS and Android: The Settings menu in the game has a "Help" button.

Follow the instructions on screen. Please try to include as many details about your problem as you can, so we can get right to solving your issue instead of spending time asking you for more information. We attempt to answer all tickets within two business days of them being opened. On rare occasions, we will answer tickets on the weekend, but usually we'll get to them first thing on Monday. Please be patient!

Once you've opened a ticket, you'll have a support ticket status beside the Help and Support link while you're playing it. You can click that link to update your ticket, see our response, or close your ticket. If you've given us your email address, we'll even email you when we respond to your ticket. Once your issue is dealt with, please close your ticket from the ticket details page. A nice "thank you" never hurts, too. :)

If you cannot access any of those options for putting in a ticket, you can email crusaders@codenameentertainment.com.

That's it! Thanks for reading, and we hope your adventures in Crusaders of the Lost Idols are trouble free, but now you know how to get help if you need it!
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