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View Full Version : How to Contact Customer Support (CS) and Respond to Customer Support (CS).



llDumptruckll
02-10-2015, 11:37 AM
Hi Everyone,

I wanted to offer a breakdown of how to Contact Customer Support and Reply back once you are contacted by a Customer Support Agent.


How to Contact Customer Support:


Via In-game: Easiest Way

From the Village Home screen, click on the Big Gear in the upper left corner of the screen.

Click on the Support tab on the right side of the screen.
Select Support category and please choose one of the following:

Account / Login
Bug Report
Gameplay
General / Feedback


Next enter your Email Address.

Make sure to enter the same Email Address that you use to sign into Uplay to play Trials Frontier.


Then Describe your issue(s).

It's important to add as much information as possible.

If you have more than issue, please post them here rather than submitting a new ticket.
Please make sure to add your Uplay ID that you are using on Trials Frontier.
What iOS Device you are playing on
Which Version of iOS are you running your device on
If you have Screenshots Available.











Via Website: Preferred Way if you have Screenshots to Upload.

Using your internet browser, please go to www.support.ubi.com (https://support.ubi.com)

Click on the "My Questions" box on the left side of the screen.
You will then be prompted to "Log in to Uplay."

Make sure you log in using the same email address that you use to sign into Uplay to play Trials Frontier.


Once logged in, click on the "Ask a Question" tab.
Select the "Platform" tab and choose:

Mobile Games


Select the "Product" tab and choose:

Trials Frontier


Under "Category" please select one of the following:

Account / Login
Activation Key / Redeem Code (Not really needed for Frontier)
Bug Report
Gameplay
General / Feedback
Multiplayer
Technical Issues
Ubishop / Billing
Website / Forums


In the "Subject" box, briefly list the issue or issues you are having with the Game.

Keep it short in this box. For examples of Subject headings, see below

"Bike Upgrades Reset, Seeking Reimbursement for Lost Upgrades"
"Reinstalled Game, Lost Progress"
"Paid for In-game Bundle, Never received Content"




In the "Question" box, describe in as much detail as possible, the issue you are having.

It's important to add as much information as possible.

If you have more than issue, please post them here rather than submitting a new ticket.
Please make sure to add your Uplay ID that you are using on Trials Frontier.
What iOS Device you are playing on
Which Version of iOS are you running your device on
If you have Screenshots Available.




In the "Attach Documents to the Question (dxdiag, screenshot, etc)" box, please choose any Screenshots uploaded to your computer from your device.

Attach screenshots only relating to your issue.


Click "Continue" and you will be brought to a Suggested FAQs Screen.

Review Suggested FAQs to make sure your issue isn't listed there.


Click "Submit Question"
Write Down your Reference (Ticket) Number on the following Sceen. It should look something like this:



Your Question has been Submitted.


Please use the following reference number --------. (<-Write this number down)


An email has been sent to confirm that we have received your question. In addition to the confirmation email, you should also receive a response to your question by email from Ubisoft Support within the next few business days (Monday - Friday).


If you need to update your question, click the 'My Question History' button above and click the corresponding reference number. From here you can update your ticket with any additional information or provide any attachments (images, Dxdiag, etc) we may need.


You may also click the 'Close Ticket' button if find you no longer require support while awaiting our response.








How to Reply to Customer Support after being Contacted or to Update your Ticket:


This is how to reply back to emails from Customer Support when receiving emails starting like this:

Please do not reply directly to this email. You must login to our site to update this ticket by clicking on the link below:
If you would like to add information or close this ticket, please click HERE to update your ticket. (https://support.ubi.com/en-US/MyQuestionHistory.aspx?ticketid=5003000000XzshSAAR #addcomment)
We will assume your issue has been resolved if we do not hear from you within four days.


You can only respond to Customer Support using an Internet Browser.

Using your internet browser, please go to www.support.ubi.com (https://support.ubi.com)

Click on the "My Questions" box on the left side of the screen.
You will then be prompted to "Log in to Uplay."

Make sure you log in using the same email address that you use to sign into Uplay to play Trials Frontier.


Once logged in, click on the "My Question History" tab.

You will be brought to a screen showing "Your Recently Submitted Questions" with your information posted in a box similar to this:


Platform

Game

Subject

Reference #

Status

Create date



Mobile Games
Trials Frontier
Reinstalled Game, Lost Progress
--------
New
2/10/2015




Click on the Subject of the particular Ticket (Reference #) that you wish to Respond to or Update.

From this page you can:

"Add Additional Information to Your Question".

Add more info relating to your issue or issues.


"Attach Additional Documents to Your Question".

Add any Screenshots that were asked for by a Customer Support Agent.


View "Your Communication History".

Emails from Customer Support Agents to you will show up here.
Any additions made to your Ticket will also show up here.


View "Additional Details"

Information about your submitted Ticket will be here along with your original message that you sent to support.

llDumptruckll
02-10-2015, 11:37 AM
Reserved

MostriDeher
11-15-2018, 11:36 PM
has this changed? I don't see the support button anymore.