PLEASE READ THIS BEFORE POSTING YOUR TICKET!! - Using the Ticket Support System

[Wolfie]

INTRODUCTION
Welcome to BlackoutRO's Support Ticket System!
If you have made your way here, we assume you have encountered a problem in which you need confidential support.


WHAT IS A "SUPPORT TICKET"?
A Support 'Ticket' is a means of sharing a confidential conversation between yourself and staff.
The system exists to provide a method of orderly communication between staff and player.


HOW DO I CREATE A SUPPORT TICKET?
To begin the process, click Post New Thread in the main section of the forum.

From there, insert the following format into your post and fill in the details.
Be sure to remove the information in parentheses and replace it with your own.


IMPORTANT THINGS TO KNOW​

• Only you and adminstrator- or developer-level staff members have the ability to see your tickets. Nobody else can view them, let alone know they exist.​
• Please be sure to file your ticket under one of the available prefixes.​
• You MUST follow the format provided, otherwise your ticket may be ignored. The format allows the ticket handler to quickly assess your situation and choose the next step based on the information provided.​

Prefix Explanation
Account Issues
for all things account-related.

Ban Appeal
for appealing against bans.

Feedback/Bug Report
for any feedback or bug reports you would like to give in private.

Player Report
for reporting abuse cases.

General Inquiries
for everything else not covered by other prefixes.​

 

[Wolfie]

Frequently Asked Questions​

Q: I'm an old player, why do I have no items?​

A: In September 2016, the server was wiped of all items and zeny and characters were reset to level 1 Novices. 2016 saw the server be rebuilt from scratch, and it was not possible to carry over many elements of the old server.​

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Q: How do I recover a forgotten password?​

A: Please use the Control Panel's reset password function.​

You will need to know both your account name and email.​

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Q: How do I recover a forgotten email?​

A: File a ticket under 'Account Issues'. You must know your account name, as well as at least three character names. 'Three character names' is not set in stone, it is something which helps move the process forward.​

• Follow the regular format.​
• Leave 'Account Email' blank.​
• Under 'Details', explain how you have forgotten your email.​
• Also under 'Details', list possible emails it could be.​

We will try our best to hint you in the right direction, however, we can never directly reveal your information.​

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Q: How do I recover a forgotten account name?​

A: File a ticket under 'Account Issues'. You must know your account email, as well as at least three character names. 'Three character names' is not set in stone, it is something which helps move the process forward.​

• Follow the regular format.​
• Leave 'Account Name' blank.​
• Under 'Details', explain how you have forgotten your account name.​
• Also under 'Details', list possible names it could be.​

We will try our best to hint you in the right direction, however, we can never directly reveal your information.​

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Q: I only know my character names! Can I still recover my account?​

A: Our process to recovering accounts when you only have knowledge of character names is as follows:​

1. We will review the character names listed are indeed on the same account. Sometimes you will be requested to match guild names to characters.​
2. Assuming the above is true, we will provide a hint to the account name.​
3. Assuming the hint is answered correctly, we can then provide a hint for the email.​

Q: Why is nobody replying?​

A: Most of our staff members will allocate one period of time in their day to reply to tickets. Expect a reply within 24 hours. Bump your ticket once per 24 hours if there is no response. New Staff Members may not have the authority to help you.​

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Q: I forgot my storage password! Can you reset it?​

A: File a ticket under 'Account Issues'.​

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Q: My character is stuck! Can you reset its location?​

A: If you are receving an error, please download our version of data.grf. It has all the maps required to play Blackout RO.​

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Alternatively, you can try messaging a Game Master on Discord.​

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Q: I've been banned. Help!​

A: Read the next post.​

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Q: Why was my ticket closed?​

A: Tickets with no activity for 7 days will be considered complete. This is to help staff stay on top of things.​

 

[Wolfie]

Appealing a Ban​

In the case that a staff member has been unable to contact you in regards to your ban, it will initially be filed as permanent. From there, you will need to follow the following process:​

1. Create a ticket using the prefix 'Ban Inquiry'.​
2. Under details, state you have been banned and are inquiring the details and next steps in the process.​
3. A staff member will reply with reasoning and evidence behind the decision.​

You have a right of reply, in which you are free to defend yourself. Be wary, pleading not guilty to overwhelming evidence will only worsen the punishment. Cases with insufficient evidence will either be overturned or ban time significantly reduced.​

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From there, your permanent ban will be changed to a ban of time.​

The staff have a list of standardized penalties, which will be applied using the following variables:​

• Attitude: showing remorse and being polite is a great way to get on the good side of the person running your ticket. Being demanding and rude will almost definitely lengthen your ban.​
• Guilty plea: accepting your punishment for your wrongdoings will not only speed up the process, but also reduce your ban time and any additional penalties bundled with it.​

We sincerely hope we do not have to practice any of the above, and we can all live a happy Ragnarok life.​