The Customer Care Link does not work | Dragon Mania Legends | Page 1

hallow solar Aug 20, 2023, 1:43 AM

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I have sent 2 emails to Customer Care using the in-game link. It is a totally different format, where you have to send a message in a Chat Format. I have waited 2 weeks for a response and my email has not been answered. My father also sent CC a message and his email has not been answered. I don't know if CC has changed the Email format so that emails just disappear into the ether, or if it is a way to stop the amount of emails that CC receives from players. This needs to be fixed or changed back to the old format as this new format is clearly not working. If we no longer have CC to contact, then what is the point?

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I am on the Windows Eur platform

magic needle Aug 20, 2023, 2:49 AM

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I haven't had to contact CC recently so didn't know about this change. Not a solution, but a way to check if the chat version actually went to CC and into the system is to go to the new #tickets-status-check channel, type /ticket, add a space and then enter your conversation ID.

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Did you get an email auto-reply or has this changed, too?

hallow solar Aug 20, 2023, 6:34 AM

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magic needle I haven't had to contact CC recently so didn't know about this change. Not a sol...

No, I didn't get a confirmation email. A message actually comes up in the chat box with a Number, but it also says to wait for an answer! Here is the message that my father received. I didn't even get this when I contacted CC.. He has had no reply or confirmation email

magic needle Aug 20, 2023, 6:35 AM

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That's ,,, not good. So many aren't going to write it down or take a screenshot

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Also, push notification where? It doesn't say and Windows doesn't have a native chat 😦

hallow solar Aug 20, 2023, 6:37 AM

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It is obviously a major problem as CC is either not getting our emails, or this new system isn't able to pass the messages onto them!

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People obviously can't wait forever due the different time zones, and then who knows how long it would take for CC to actually read this chat message?

magic needle Aug 20, 2023, 6:41 AM

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It's actually worse than that tensesunflo I entered the ticket number in your screenshot over in #tickets-status-check and got the response below. I have no idea even where to suggest you look for that supposed solution

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I'm going to flag this whole post for AlexYs to look at ASAP

hallow solar Aug 20, 2023, 6:43 AM

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Thank you CritterFeeder dragonlove

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I don't know why they changed from the old format to this one.

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It clearly doesn't work

magic needle Aug 20, 2023, 6:45 AM

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@fallow helm, could you please find out from CC exactly what the current process is for Windows players and opening tickets? As you can see above, there is a serious issue with it.

rancid sorrel Aug 20, 2023, 7:02 AM

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Hi Michelle.
I have this URL as a favourite in my browser to go directly to the Support Form page:
https://support.gameloft.com/contactus?igagame=DRWN&verify=yes
Hope that works for your, Peter.

Customer Care

fallow helm Aug 21, 2023, 11:47 AM

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Hi Michelle & Critter. I've FW the issue to our CC team so they can look into it. In the meantime, please know that this alternative contact method using this link should still work: https://gameloft.helpshift.com/hc/en/13-dragon-mania-legends/contact-us/?p=web, which I see that Peotrie has already provided.

Contact Us — Dragon Mania Legends Help Center

Are you looking for help with Dragon Mania Legends? You can ask for help by creating a customer service request.

hallow solar Aug 21, 2023, 8:20 PM

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Thank you very much Peotrie and AlexYs dragonlove

hallow solar Aug 21, 2023, 10:19 PM

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rancid sorrel Hi Michelle. I have this URL as a favourite in my browser to go directly to the ...

Thank you so much 🙏 dragonlove

fallow helm Aug 22, 2023, 12:38 PM

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No problem at all, Michelle. I wanted to mention that the appropriate team has looked into the in-game chat support option for Windows players and they said that it works as intended. What most likely happened in your case is that you might have accidentally pressed the new conversation button and thus erased the prior conversation from the chat history (that's how it works on Android and iOS with the in-game chat).

If you're not comfortable with this helpshift implementation that has become standard across all Gameloft games and platforms, I would strongly recommend using the web support form (https://gameloft.helpshift.com/hc/en/13-dragon-mania-legends/contact-us/?p=web) as your main point of contacting Customer Care, since the support process is done through email like it was before.

That said, one of our CC agents has informed me that they'll send you a follow up email no later than today on the concern you've raised most recently in this conv ID 2473170. Oh and the message will be sent on the email address that was mentioned in the CC conversation.

Contact Us — Dragon Mania Legends Help Center

Are you looking for help with Dragon Mania Legends? You can ask for help by creating a customer service request.

hallow solar Aug 22, 2023, 9:36 PM

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fallow helm No problem at all, Michelle. I wanted to mention that the appropriate team has l...

Thank you so much AlexYs. I will use the link that you gave me. Both my father and I used the new Contact CC chat box, and I can't see that we both did it wrong, maybe me but not my father! Anyway, I really appreciate you looking into this for us and really appreciate all your help. Many Thanks, Michelle dragonlove

vivid nova Sep 23, 2024, 4:29 PM

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hello there! why when i click customer care noting happend?

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i'm window player i really want to tranfer to APA android how can i do?

magic needle Sep 23, 2024, 5:08 PM

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If you are in Russia or Belarus, there is no Customer Support available and you will not be able to transfer your game. If you are not in Russia or Belarus, most likely your game language is Russian - please change it to a local language and that should activate the Customer Care button

little verge Sep 23, 2024, 5:16 PM

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vivid nova i'm window player i really want to tranfer to APA android how can i do?

you can always try the link in #customer-care

vivid nova Sep 23, 2024, 5:20 PM

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little verge you can always try the link in <#833636659642761227>

how to get Player ID?

little verge Sep 23, 2024, 5:20 PM

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start-screen, top right corner

vivid nova Sep 23, 2024, 5:28 PM

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what i should choose "Problem Category" if i want to tranfer platform?

little verge Sep 23, 2024, 6:09 PM

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I think "other" would be fine
you can check out the https://discord.com/channels/821497713770102816/1023570535420022814 thread, if you should get stuck.
there would actually be the better place to continue if you are not talking about a bug anymore.
also: if you are playing with BlueStacks, aren't you already on Android? <-- you can check this, if you have a "and:" in your player-id

magic needle Sep 23, 2024, 6:15 PM

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Michael is correct - the store you download the game from determines your platform, not the device. On a PC, your platform is Windows if you downloaded from the Windows store. If you installed an emulator and downloaded from the Play Store within that emulator, then your platform is Android.
Also, since your progress is what you want transferred, you can select Progress issues

vivid nova Sep 30, 2024, 4:22 PM

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hello, i have a question i contacted about transfer my account Ios to android 1 day ago and when i can play on android?

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little verge Sep 30, 2024, 4:29 PM

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vivid nova

whenever they send you the push notification (as stated in the response).
this can last from a day to a week, depending on their workload.
plantshrug they are only humans

vivid nova Sep 30, 2024, 4:32 PM

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Thank you so much!

magic needle Sep 30, 2024, 5:00 PM

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vivid nova hello, i have a question i contacted about transfer my account Ios to android 1 ...

A Customer Care agent will contact you with the steps needed, including a final message asking if you are ready. Until that process is complete, you will not be able to play on Android

quaint imp Oct 1, 2024, 4:08 AM

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I also get this screen and it doesn't open anything and I am from India windows APA sever

quaint imp Oct 1, 2024, 4:12 AM

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vivid nova

And I also don't get option to chat with cc like how u goes do so have to wait a lot

The last ticket I send I got its reply after whole 1 month

limpid shard Oct 1, 2024, 4:48 AM

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https://gameloft.helpshift.com/hc/en/13-dragon-mania-legends/contact-us/?p=web

Contact Us — Dragon Mania Legends Help Center

Are you looking for help with Dragon Mania Legends? You can ask for help by creating a customer service request.

quaint imp Oct 1, 2024, 4:57 AM

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I am talking about this window

Screenshot_2024-10-01-10-26-43-72_572064f74bd5f9fa804b05334aa4f912.jpg

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It doesn't appear for me

magic needle Oct 1, 2024, 5:00 AM

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quaint imp I am talking about this window

Windows version of Customer Care hasn't worked since that screen in your pic appeared as the default. Windows does not have a native chat feature, which means you can't use it other than to open a ticket. You will never see a response because that chat box, and any response from CC, disappears as soon as you leave that page. The web support page link that DF Smee Bill posted is the one you have to use for Windows (your conversation after opening the ticket will be via email)

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If you opened a ticket via the chat bot and haven't received a response, but you do have the conversation ID, you can open a ticket using the web support page and in the explanation box, reference the original conversation ID and ask that any response be sent to you via email

vivid nova Oct 13, 2024, 11:10 AM

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sorry, if i want to transfer window to android which one i must choose?

magic needle Oct 13, 2024, 11:16 AM

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Progress/Items Lost Issues

vivid nova Oct 13, 2024, 11:21 AM

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Other, right?

magic needle Oct 13, 2024, 11:32 AM

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Yes

vivid nova Oct 13, 2024, 11:39 AM

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Alright, I sent it to them and i got the ticket, how do I reply to them?

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i don't know did i correct or not?

magic needle Oct 13, 2024, 11:43 AM

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The first response is automated - it lets you know the ticket was created and is in the system. Now you wait until an agent contacts you

#The Customer Care Link does not work