How to Send F1 Help And Refund Tickets

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AuraFB

Community Manager
Frozenbyte
Joined
Aug 9, 2019
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102
#1
How to get a reply as quickly as possible to your F1 ticket
  • Use the correct category: Ingame Tow refund, Ingame ship refund and Other ingame help should be used if you need a refund or have lost items/ships due to a bug
  • Include a list of lost money/ores/ships in the ticket. Preferably list items as crafting materials (ores), as those are much faster for us to process and send.
  • If you have lost ores, remember to include the amounts in stacks. An estimate is good enough if you’re not entirely sure.
  • If your refund could be processed in multiple ways (e.g. materials, credits, vouchers) mention your preference clearly, otherwise we will pick what’s fastest for us

Common examples why the answer to your ticket might be delayed
  • Wrong ticket type. Bug reports are processed by a different team than refunds and other in-game help tickets.
  • Ticket doesn't include any details or description at all
  • Tickets with incorrect details
  • The ship tagged in the refund ticket has already been sold or decommissioned by the player
  • The ship tagged in the ticket doesn’t belong to the player and the owner’s username hasn’t been mentioned in the description
  • Incorrect blueprint name in the description field in case of custom ships
  • Player doesn’t own the requested custom ship’s blueprint
  • Tickets written in languages that we don't understand are translated with the help of Google translate and sometimes this causes delays and/or misunderstandings. Our support and community team is currently only able to help in Finnish and English.
  • Clear player errors without bugs or missing features contributing to it

Keep in mind that while we do our utmost to help everyone as quickly and efficiently as possible, mistakes do also happen on our side. If you don't get an answer within three (3) business days, file a new ticket with more details and these instructions in mind.

We answer all tickets in-game via Mail. Make sure to check your Mail from O > Inbox regularly.
 
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