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Kabam your support team are actually insane

Speeds80Speeds80 Posts: 2,004 ★★★★
in Suggestions and Requests
My alliance mate lost the password to his 5 year account, he’s sent them details of first purchases location everything, screenshots of purchases, milestones etc but they won’t reset his password because of the 15 things they’ve made him remember he can’t remember the original name of his account, this wasn’t bought it’s just something he can’t remember from 5 years ago, he’s been in my alliance for years and spent tons of money on the game, been locked out for the whole, week, just not great with passwords and memory as some people aren’t, your pedantic “support team” have been a nightmare to deal with, he’s freaking out and having to quit the game. Some actual human compassion would be nice in this case, any mods can help out? 115508 is his ticket number from ‘support’
Our whole alliance are sending support tickets and being ignored, your support bureaucracy are lacking

Comments

  • GroundedWisdomGroundedWisdom Posts: 35,515 ★★★★★
    To be honest, they're following protocol. They don't know him from a hole in the ground. These measures are in place to ensure it's the original owner of the Account. If all the criteria isn't met, they can't do their job.
  • H3t3rH3t3r Posts: 2,817 Guardian
    GroundedWisdom said:

    To be honest, they're following protocol. They don't know him from a hole in the ground. These measures are in place to ensure it's the original owner of the Account. If all the criteria isn't met, they can't do their job.

    I still find it dumb. Like could they maybe ask different questions like what was the first 3* on this account or 4*. Someone that bought an account more then likely wouldn't know something like that as well.
  • Speeds80Speeds80 Posts: 2,004 ★★★★
    They have a dozen questions he has to answer, they tell him one of his answers is wrong but won’t (actually refuse to) tell him which answer is wrong so he has to try and correct them all, surely screenshots of years of purchases and achievements and 96% of his answers being correct should help
  • Kabam PorthosKabam Porthos Posts: 4,676
    Hey @Speeds80, we're unable to help with account-specific issues or Support tickets here in the Forums.

    The ways in which our Support Team verifies account ownership are always being reviewed and updated to help make it as effortless as possible for players to confirm their ownership of an account while maintaining a suitable level of protection to prevent someone from making changes to an account which they didn't create.

    If you would like to share feedback about the account verification process or have any improvement suggestions, I recommend sharing them directly with our Support Team. You can get back in touch with them by clicking HERE.
This discussion has been closed.