Any game has problems, and it’s especially disappointing when they arise in such a popular and beloved strategy game as World of Tanks. Some of them can be solved on your own, but sometimes there is no other option but to contact the User Support Center. You can write to them around the clock - support is available 24 hours a day, 7 days a week.

You need to write to technical support here

What problems most often arise?

Before you write anything, you need to determine what problems you have. All requests and messages received by technical support are initially processed according to urgency and complexity. Those that require an immediate solution are received by specialists within a few hours. If the issue is not urgent and the user can solve it independently without support, the answer may arrive within two weeks.

As a rule, all users experience difficulties of a similar nature. This:

1. The user cannot log into the account because control over it has been completely lost.
2. Payment failed. The payment was made, all payment confirmations are available, but the gold did not appear in the game.
3. It seems to the player that something is wrong with his property - gold disappears, equipment changes, tanks disappear somewhere.
4. Technical issues – the game stops launching or crashes at the most inopportune moment.
5. When a player breaks the rules of the game, he receives a punishment, but wants to appeal it.
6. Difficulties that arose due to the fault of other players.
7. I would like to ask...

World of Tanks account won't start

Losing control over your account is the most common problem. It is most likely connected with the loss of control over mail. This could happen if your mailbox was hacked. Therefore, to solve this problem, you should:

1. Restore mail.
2. Change the password for your mailbox so that cases of your “soap” being stolen do not happen again.
3. Change the password for your account in the simulator. The account should be linked to a mobile phone, then it will be much easier to restore your rights over the account.

In parallel with these actions, be sure to submit a request to the User Support Center, describing in detail what happened. To apply for loss of control over your account, you do not need authorization, you just need to fill out the application form. This problem is not urgent, so expect a response within two weeks.

Akhtung: gold is missing!

The next problem is also not uncommon. You made a payment, but the gold never arrived. Where could it have gone, and what to do? First, check to see if 24 hours have passed since payment. Sometimes it takes a day for gold to be credited to your account.

If much more time has passed, then you need to notify the Support Center. It’s great if you have saved the receipt (when paying through the terminal), then you can contact the service organization and find out why the payment did not go through.

If the payment has gone through, but the gold has not arrived in your account, you need to contact technical support. To do this, open the “financial issues” section, find “Failed payments” and fill in all the fields. After submitting the application, the issue should be resolved within two days.

World of Tanks game frame

What to do if tanks and experience disappear

If it seems to you that something happens to your tanks, experience, equipment or other game property, it disappears somewhere, or someone steals it, then you need to:

1. Make sure that this is really so, and not what you think.
2. Contact technical assistance.

Explain in detail why you have suspicions; it is advisable to have evidence of the loss on screenshots. The complaint will be considered within two days.

The game crashes, won't load, doesn't work

All of these issues are technical issues and should be addressed by submitting an application. Fill out the form by logging into the site. It’s great if you managed to take a screenshot or fix the problems in some other way. In any case, they should be described in detail.

To check whether the problem is really in the game and not in your computer, you need to check the drivers, operating system, and Internet connection. This information may also be required for the User Support Center. A special utility called WGCheck will help you get the necessary information.

Problems - write to the Technical Assistance Center

You are punished!

If you broke the rules of the game and were punished, most likely there will be no point in appealing the punishment. Any player must follow the rules and be prepared to take repressive action if they are violated.

If you were injured because another player violated the game, and you want to rehabilitate yourself, it makes sense to apply. The administration does not fundamentally consider problems that arise between users belonging to the same clan.

Important: if your complaint is described in the “Complain” section, the penalty will not be removed.

If your complaint is not described in the complaints section, then you can write about it within a week from the moment it arose.

These requests are considered indefinitely, since an individual approach is applied to each issue.

I would like to ask

Cases when a user just wants to ask something are not uncommon, but it is not always worth writing to technical support. First of all, use the forum, perhaps the answer lies on the surface. If working on the forum does not bear fruit, contact support. But remember that the answer will not come quickly.

Important: Do not write to technical support about the same issue several times. All requests are considered in turn, and identical questions from one person are combined into one, with the date of the last request assigned to him. This will send your question back to the very end of the queue.

The letter does not reach the post office

If you write by email [email protected], and in response you receive a message that the letter was not delivered, and all replies sent directly from your mailbox will be lost, which means you should write from another mailbox until the issue is resolved. But it’s better not to use mail, but to fill out an application on the service.

• My applications
• My bans

1. While in battle, press and hold the Ctrl key on your keyboard, select the intruder's nickname in the list of enemies or allies and right-click on it. In the menu that opens, select “Complain.” Or click “Block for the duration of the battle” so as not to receive messages from the user, and he will be added to the so-called black list, but only for this battle.
2. A list of violations that you can complain about will open. Select the one you need.
3. A notification will appear in the lower left corner of the screen indicating that your complaint has been accepted.
4. If the violation is confirmed, a restriction will be imposed on the violator’s account in accordance with the Game Rules.

Below is a list of points of the Game Rules, violation of which can only be reported using the “Complain” functionality. The Customer Support Center does not consider requests for such violations. You can file a complaint from battle no more than 10 times a day.

Violations that you can complain about from battle

• Incorrect behavior in chat: insulting players in game chat, obscene language, threats, etc.; repeated messages; sending messages that do not contain meaning; threat of physical harm or intimidation of an opponent.
• Idle/bot: the use of third-party software (bot programs, clickers, macros that control the keyboard, mouse, etc.), which allows game actions to be carried out without direct user participation.

How the system works

If you choose to use the "Report" feature, you automatically receive an unspoken "Helper Rating." The rating can:

• demote - for false complaints;
• increase - for justified complaints (confirmed as a result of an inspection);
• remain unchanged - for complaints that were not processed.

The number of complaints that a player can submit during a day and battle is limited and depends on the rating of the assistant. Highly rated players can send up to ten messages per day. If an assistant's rating decreases, the number of complaints he can file per day (per battle) may decrease. Players with low ratings may be completely disabled from the “Report” functionality.

The system of rewards for useful messages and penalties for false ones is limited by the number of complaints that a player can send during the day.

How to file a complaint about a violation in the Hangar

If you find any violation in the Hangar (personal chat, invitation to a formation, etc.), please file a complaint with the User Support Center.

In the application, be sure to indicate the nickname of the violator and attach to it the original screenshot with the recorded fact of the violation.

User Help Center- Wargaming support service, which will help solve problems related to the game or help block a player who violates the rules of the game.

How to get there?

You can get there using the link at the bottom of the site.

How to write there?

Below are instructions in pictures.

3. Press the button "Create a request".

4. Select any of the 8 categories. Let's say we choose World of Tanks.

5. Select one of 8 subcategories. For example, let's choose "Appealing against punishments".

6. Below you need to write a brief description of the question. Enter and click "Continue".

7. Enter a full description of your question in the input field. For example, this is the case for me. You can enter something completely different, the main thing is not to offend the administration, support service and other players.

8. Click "Continue".

That's it, your application has been created. You can write requests for any problem that you encounter.

Some rules for creating applications.

• Never insult the administration and support team.
• If you want to file a complaint against a player, do not forget to take a screenshot of the violation and attach it to the application. Below the input field there is a button “Drag files here or select from your computer”.

Why create requests?

There are different situations in battle: you or someone has been insulted, a player is inactive or deliberately causes damage to allies, behaves in an unsportsmanlike manner, etc. In such cases, it is enough to file a complaint through the complaint functionality directly in battle. But if they write insults to you in the hangar after a battle or offer to buy (exchange, upgrade) an account, you need to take a screenshot and send it to the Control Center in order to punish the offender. There are many different problems regarding World of Tanks and other Wargaming projects. The support team will always support you.

That's all I have. Good luck on the battlefields.

Prepared by: andreyv4

All requests received by the User Support Center are divided into categories depending on the problem encountered by the user. Let's take a brief look at how a person who contacts technical support should behave, depending on the reason.

1. Lost control over the game account

One of the most painful problems. Therefore, let's start with it.
As a rule, loss of control over an account involves hacking of the user's email. In this case, immediately contact technical support of the mail service you are registered with. Restoring control over mail is a vital thing in this case.

At the same time, you need to submit an application to the World of Tanks Project User Support Center. You can familiarize yourself with the rules for filing requests regarding unauthorized access to your account in the knowledge base. Please note that authorization is not required to submit a claim for loss of account control. You are only required to fill out the application form completely. After this, be patient and wait for the specialist’s response. Due to the complexity of the problem, applications in this category are considered within two weeks from the date of submission.

2. You made a payment, but the gold was not credited to your game account

If you deposited money through a payment terminal, then first of all you need to contact the organization that services it. You can find the phone number of this organization on the check that the terminal gave you.

Applications for payments made by other methods are submitted through the form on the World of Tanks project technical support website. You will need to log in, fill out the form and wait for a response from a specialist. You will probably be asked to provide payment information - provide it. The application review period is two days from the date of submission.
You can get additional information on financial issues in this topic.

3. You feel like there's something wrong with your gaming property.

This category includes problems related to the premium account, game gold, credits, experience, equipment, tanks, etc.
Before writing an application, we strongly recommend that you read this article. She can help you figure out for yourself what happened and, importantly, whether it happened at all. If you have read this material, but are still sure that something is wrong with your property, then write to support. The application is reviewed within two days from the date of submission.

4. You are having technical problems

Once logged in to the site, fill out the application form. This must be done in as much detail as possible, but avoiding obviously unnecessary details. If you have captured the problem that has arisen in a screenshot, you can attach this screenshot to the application.
To help understand the situation, technical support may request you to provide a file called DxDiag. This file includes information about your computer, operating system, drivers, etc.

Attention! The DxDiag file does not collect any personal information and is needed by specialists only to find out which solutions to the problem will be optimal in your case. Instructions for obtaining the DxDiag file are located.

5. The rules of the game were violated against you, or you were a violator and want to appeal the punishment imposed by the project administration

We would like to warn you right away: the support service does not consider requests related to causing damage or destroying allies (team damage and team kill). An automatic system monitors this type of violation. Please note that restrictions imposed on your account by the automatic system cannot be appealed and applications for them will not be considered.

You can read the full list of actions prohibited for World of Tanks players in this topic on the game’s official forum.

An application for a violation of the rules or an appeal against a punishment can only be submitted in the first person. Thus, messages that the rules were violated in relation to your friend and your friend is asking to appeal the punishment will not be considered.

In addition, applications regarding conflicts within clans will not be considered. These are internal affairs in which the administration does not interfere in principle.
The period for consideration of an application for violation of the rules is two days. Applications for appeal are considered on an individual basis, the processing time depends on the complexity of the situation.
A complaint about a violation of the rules can be filed within seven days from the date of violation. Complaints about earlier events will not be considered.
6. Do you have general questions regarding the World of Tanks project?

Before asking support questions, we recommend reading the gaming forum. It is quite possible that the answer to your question has already been given in one of the topics.

If you did submit your application, it will be reviewed within two days.

Remember one more important rule. If you write support requests of the same type, each new request will be merged with the old one, and the review period will be counted from the moment the last one is submitted. Thus, by showing impatience you will only delay the process of solving the problem.

We wish you good luck on the virtual battlefields and a speedy resolution of all emerging difficulties!

Some complaints may not be considered by World of Tanks moderators. Let's find out why?

After the introduction of the “Complain” functionality, applications sent to the User Support Center regarding violations on the following points will not be considered:

• "Insults and provocations": insulting players in game chat, obscene language, threats, etc.

• "Flood/Spam": repeated messages; sending messages that don't make sense.

• "Threat of real violence": Threat of physical harm or intimidation of an opponent.
• "Fraud": any type of fraud, for example:
  • posting links to third-party resources disguised as official project resources;
  • sending personal messages to users on behalf of the administration with a request to send their login and/or password;
  • sending messages to project users on behalf of the administration with a request to install any software;
  • dissemination of any information that could harm users or the project administration;
  • impersonating representatives of the project administration.
• "Unsportsmanlike conduct": deliberately blocking allied vehicles. Pushing allied equipment into enemy fire, pushing it off cliffs, into water, etc. Deliberately causing damage to allies. (This violation is monitored by an automatic system, but you can also submit a justified complaint through the “Complain” functionality.)
• « Prohibited nickname/clan » : nicknames that violate Clause 18 of Section 1 of the Game Rules and full/abbreviated (tags) names of clans that violate Clause 20 of Section 1.
• "Inaction/bot": use of third-party software (bot programs, clickers, macros that control the keyboard, mouse, etc.), which allows game actions to be carried out without the direct participation of the User.

Why are complaints about violations of the Rules of the Game not considered?

To prevent the sending of many unfounded complaints, a limit has been introduced on their number - 10 per day.

A player who decides to use the system automatically receives an unspoken “helper rating.” The rating is lowered for unreliable complaints, increased for justified ones (confirmed as a result of verification) and does not change for complaints that were not processed. Players with low ratings may be completely excluded from the abuse notification system.

The number of complaints that a player can submit during a day (and a battle) is limited and depends on the rating. The system of rewards for useful messages and penalties for false ones is limited by the number of complaints that a player can send during the day. Unused complaints are not carried over to the next day.

The full functionality of the complaint system is available in battle and partially in the Hangar. When filing a complaint, you can choose one of the ready-made complaint options. To file a complaint while in battle, hold down the Ctrl key, right-click on the offender’s nickname and select the required item in the menu that appears.