Stuck character, the Support page is sending me in circles

Support Customer Support
1

I am hoping one of the players here can help me navigate the Blizzard Support page.

Background:

One of my alts is stuck in a Lorewalking story, and I keep disconnecting when trying to connect to the character. I have tried the self-help feature to unstick my character, got the email that the character had been moved, waited 30 minutes before trying to log in. I am still getting disconnected while trying to log in to the character.

The issue I need this forum’s help with:

The support pages are just taking me around in circles. When I describe the problem I can either “try the following” or “get help”.

  • “Get help” takes me back to the self-help character service that didn’t work.
  • When I click the appropriate choice under “try the following” I am taken to a page that outlines the steps I’ve already taken, and the page suggests if those don’t work, to “contact us”. This is a link that takes me back to the page where I can describe my issue.

What I would like from this forum:

Can somebody please tell which option(s) on the Support page I should be selecting to refer this issue to the GMs who can resolve this?

2

Try this.

2 Likes
3

Thank you for the link, however it didn’t work.

It took me to the stuck character service, which I have already used, which didn’t work, and which I can’t use again for another 3 hours.

imgur. com/a/Wy0ZRY

imgur. com/a/PTZzwDI

4

Submit a full stuck ticket then. You can do that by going here:

https://us.battle.net/support/en/help/contact/1369/ticket

6 Likes
5

Then might have to submit a manual ticket for the GM to assist further.

EDIT: Leilleath linked it faster than I could find it. Also mention within the ticket the name of the character, and the self service is not working for you.

4 Likes
6

Thank you Leilleath, that was exactly what I was looking for.

EDIT: Thank you to you as well, Ayukama. Yes, I did mention in my ticket the name & realm of the character, and that I’d tried the self service option.

2 Likes
7

For future reference for you, or anyone coming here later, in order to submit a stuck character ticket (linked above) if the self help option didn’t work you need to:

Go back to the self help page and select the character in question. While it’s still on cooldown, near the bottom of the page it will say to contact support if you still need help. Clicking on “Get Help” will send you to the ticketing page.

5 Likes
8

You might want to try resetting your UI, since if thats where the problem is, no amount of using the stuck functionally will do anything.