Forum FAQ
Kabam Vydious
Member Posts: 3,598 ★★★★★
General and Account Questions -
How do I contact support?
When you need assistance with account-specific issues in game, the best place to go for help is our Support team. There are two ways you can reach out.
Please be patient as it may take some time to get a reply to your help request depending on the volume of issues being addressed at the time. If you receive an email reply with a ticket number, your request has been submitted correctly and you will receive a reply. Submitting multiple tickets about the same issue will slow down the process and the duplicate tickets will be closed, so please only submit one ticket per issue.
My rewards are late!
This can happen. Don’t panic
You will get your rewards as long as you met the criteria to receive them. At times rewards can take a few minutes to a couple hours before appearing in your account. If you don’t see them within a day, we usually are aware and already working on it.
Keep in mind, some rewards have specific requirements that must be met in order to receive them. For example, to receive Alliance War season rewards you need to have completed 5 wars with your current Alliance without having left the Alliance at any time between them. However, if you need extra help or aren’t sure -- contact Support. They’ll be happy to help.
I’m missing items!
Are you missing rewards or items? Before reporting it, try closing out the app and reopening it. Most of the time, this fixes the situation. If not, then please feel free to reach out to Support for help.
I can’t make a purchase!
If you are having trouble making a purchase in game please first check with your bank and Google Play or Apple App Store account. If you see an error message in the in-game store that says that purchases are no longer available, please try again to make a purchase on a device on which you’ve successfully made a purchase recently. For any additional help with purchases, please reach out to Support for assistance.
My account is suspended!
We’re sorry to hear your account has been suspended, however, we do not allow discussion on the forums about actions taken on individual accounts. If you wish to discuss this matter with someone, please reach out to our Support Team.
Can I have multiple accounts on one device? /
Can I login to my account from multiple devices?
Yes, you can. As long as the accounts are yours alone, you can have as many as you wish. You can also log onto different devices with your accounts, but only if you are the only person playing on the account. Account sharing and allowing others to use your account is a violation of our Terms of Service and can result in actions taken against the account.
I think someone is cheating, how do I report them?
Calling out Summoners on the forums for suspected cheating is a violation of our Forum Rules. The best way to report a Summoner is contacting our Support team using this link. Make sure to choose the “Security and Abuse” category so that it goes to the correct place.
How do I contact support?
When you need assistance with account-specific issues in game, the best place to go for help is our Support team. There are two ways you can reach out.
- From within the game by clicking the gear icon in the upper left corner of the main screen then scrolling to select ‘Support’ to submit a ticket.
- If you aren’t able to use the in game link, you can open a ticket using this form.
Please be patient as it may take some time to get a reply to your help request depending on the volume of issues being addressed at the time. If you receive an email reply with a ticket number, your request has been submitted correctly and you will receive a reply. Submitting multiple tickets about the same issue will slow down the process and the duplicate tickets will be closed, so please only submit one ticket per issue.
My rewards are late!
This can happen. Don’t panic
You will get your rewards as long as you met the criteria to receive them. At times rewards can take a few minutes to a couple hours before appearing in your account. If you don’t see them within a day, we usually are aware and already working on it. Keep in mind, some rewards have specific requirements that must be met in order to receive them. For example, to receive Alliance War season rewards you need to have completed 5 wars with your current Alliance without having left the Alliance at any time between them. However, if you need extra help or aren’t sure -- contact Support. They’ll be happy to help.
I’m missing items!
Are you missing rewards or items? Before reporting it, try closing out the app and reopening it. Most of the time, this fixes the situation. If not, then please feel free to reach out to Support for help.
I can’t make a purchase!
If you are having trouble making a purchase in game please first check with your bank and Google Play or Apple App Store account. If you see an error message in the in-game store that says that purchases are no longer available, please try again to make a purchase on a device on which you’ve successfully made a purchase recently. For any additional help with purchases, please reach out to Support for assistance.
My account is suspended!
We’re sorry to hear your account has been suspended, however, we do not allow discussion on the forums about actions taken on individual accounts. If you wish to discuss this matter with someone, please reach out to our Support Team.
Can I have multiple accounts on one device? /
Can I login to my account from multiple devices?
Yes, you can. As long as the accounts are yours alone, you can have as many as you wish. You can also log onto different devices with your accounts, but only if you are the only person playing on the account. Account sharing and allowing others to use your account is a violation of our Terms of Service and can result in actions taken against the account.
I think someone is cheating, how do I report them?
Calling out Summoners on the forums for suspected cheating is a violation of our Forum Rules. The best way to report a Summoner is contacting our Support team using this link. Make sure to choose the “Security and Abuse” category so that it goes to the correct place.
Post edited by Kabam Zibiit on
22
This discussion has been closed.
Comments
Experiencing Game Performance Issues (Lag/Crashing)
The best way to help us investigate these types of issues is by heading over to the specific threads we have that include a template for information we need. Issues related to lag and game performance are an ongoing process of improvements that our team is dedicated to making over the long term, so please be patient after submitting your specific details to our threads.
Android
iOS
Crashing Caused by Third Party Applications
If you are experiencing an in-game crash please ensure that you are deleting any third party modding applications from your device and restarting the game. Note that use of these applications is not permitted under our Terms of Service and in addition to the experienced crashes, we can take further action against accounts for violation of these rules.
What is the Known Issues thread?
The Known Issues thread is a discussion that is updated with issues that are being investigated and have a resolution in progress or on the way. This thread also lists the status of these issues, so if you have a question about the status of an issue, check Known Issues first.
How do I report a bug?
The best way for us to fully understand what is occurring within your game is to post in the Bugs and Known Issues section of the forums, following the template that we provide so we have all possible relevant information about the issue. You can find that template here. There you’ll find guidance on how to fill out this template, so please do so with clear details. Without clear and specific details it is not possible to investigate a report posted on the forums.
Rank Down Tickets
At the moment we do not have any current plans to bring back Rank Down Tickets. Rank Down Tickets were originally introduced to only be used in the circumstance that a Champion is changed in a way that it is no longer performing as it was intended to, and the effectiveness of their performance has been significantly altered. However, we appreciate the feedback and carefully consider any situation in which they are requested.
You should add my favorite character to the game!
The Marvel Universe is vast and filled with many amazing characters. We know how much it would mean to many of you to see certain characters and we love to hear from you. When determining which Champions to add, we look at a mix of which Champions are requested by Summoners, which Champions the team wants to add, and also work with input directly from Marvel. There are so many more Champions we still want to include! The best way to make a request is to comment in our Character Wishlist Thread.
How do I join the Content Creator Program?
We’re always looking to add talent to our rosters! If you think you fit the bill to join the ranks of other amazing Creators, you can head over to this thread and follow our steps on how to apply. Please read through this carefully so you don’t miss a thing.
How long until I hear back?
We’ve got a lot of awesome folks interested in joining this program so it may take a while to hear back. We apologize for the wait, but appreciate your patience. Due to a high volume of applications, only those accepted to the program will hear back.
Can I be a beta tester?
Our Beta Testing selection is based on what we are testing and Summoner accounts that meet the criteria we are looking for in the test. If your account meets the requirements for that test, we’ll send you an in-game message to ask if you’d like to participate in it.
When’s the next Beta?
Beta tests are conducted when have need for a specific area of testing, so there is not a set schedule for these events. As the need arises, we’ll make announcements on the forums. Keep an eye out here and in game for any information about future Beta Tests.
Name Change
In order to change your username here on the forums, you’ll need to reach out to our Support team. When you submit your ticket, please include your current forum name and at least three options you’d like to have it changed to.
Avatar Change
Browser:
To change your avatar on the forums you can click the gear icon in the upper right corner and select “Edit Profile”, from there you can click “Change my Picture” and choose which avatar you’d like. The other option is selecting your name from the top right and clicking “Change Picture” above your avatar. After making the selection, scroll down and choose “Save Avatar” to save the selection.
Mobile:
To change your avatar on the mobile forums, you’ll need to use the full version of the website. Go to the icon in the top left and choose “Full Site” to view the desktop version of the forums. Visit this link to navigate to your profile page. Click the “Change Picture” link and click the box of which avatar you’d like. Scroll down and click “Save Avatar” to save the change.
Search Function
If you have an idea or question, before creating a new discussion please consider searching the forums for an existing thread on the topic. This is a great way to get involved in active discussions and find answers to your questions that may have already been asked. By switching the ‘what to search’ filter to ‘discussions’, you’ll be able to see any and all discussions titled with the word you searched. Please keep in mind that you should only reply to recent, relevant, and active discussions.
Use of Colored Text
We know using colors on a forum can be fun and tempting, but we ask that you refrain from using colored text so that posts made by Admins and Moderators can clearly be seen within a post. If you use colored text in a post it will be edited by a Moderator.