Is customer support down?

Rehnka-emerald-dream · December 25, 2018, 2:05am

I tried contacting via live chat and it appears that my request cannot go through. I’ve been locked out of a character for about seven or eight hours now. The error message reads “locked out due to billing reasons” but I can’t get a GM to view my ticket to get this resolved.

Anyone know if they shut down temporarily for the holidays?

Ekon-wyrmrest-accord · December 25, 2018, 2:10am

Live Chat is not a 24/7 service, they have set hours. They closed ten minutes ago in the US.

But I would imagine they have a reduced workforce due to the holidays, yes.

I’m not sure if their hours are different tomorrow, but you can try again in fifteen hours when they open again or just submit a web ticket.

Rehnka-emerald-dream · December 25, 2018, 2:12am

Yeah I opened a web ticket but its been saying nine hours for line a million years. I couldn’t connect to live chat hours and hours ago either. There is an error message saying thatthe GM staff cannot connect to the live server or something, so I don’t think eight or so hours ago this had much to do with the current time.

Ekon-wyrmrest-accord · December 25, 2018, 2:15am

The ETA is based off the oldest ticket in the queue, and as mentioned about the possibility of a reduced workforce, they don’t go through as many tickets as they usually do.

I’ve heard that they do have a cap on live chat accessibility if queries reach an excess of ticket-to-GM ratio and disable the option to submit until a time that they can manage the ratio again.

This is a very, very interesting error and the first I’ve seen it mentioned on the CS forums. Quick Google search didn’t turn up anything, either. Maybe someone else can chime in.

Vrakthris · December 25, 2018, 2:24am

Support is available, Rehnka, but I believe Live Chat and the Callback option has already closed for the evening.

While those channels are closed, Support is still here and the issue you have is one of the higher priority ones. Be sure to put in a ticket using: World of Warcraft > Payments > Payment Failure

Vrakthris · December 25, 2018, 2:35am

Actually, it looks like it was just processing. Try your character again.

Edit: Also, when I recommended the category to put in a ticket I did not mean place multiple tickets using that category. Additional tickets don’t get answered any faster simply because there are more of them.

If your issue is resolved, please close out those tickets, you currently have three of them now.