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 should be done in as much detail as possible, but avoiding obviously unnecessary details. If you have captured the problem 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!

On February 13, we launched the updated User Support Center website. These are not cosmetic changes, but a real deep rework. We have made the Support Center as convenient, structured and informative as possible.

Division by game

One of the main features of the new Help Center website is that each game has its own section.

Maximum information about the game

In the section dedicated to each game you will find:

1. Knowledge base on all issues. To go to it, click on the icon of the desired category.
2. Technical news on the game. They are now located at the top in the “Frequently Asked Questions” section. By clicking on the name of one of them, you will be taken to a page with all the technical news about the game. They will also be available in the column on the left, in the “Current Issues” section.
3. Information about the status of game servers .
4. Your requests to the User Support Center and their status.

Knowledge base

In the left block you will find a list for quick access to each category of the Knowledge Base and the latest technical news in the top column “Current Issues”.

Creating a ticket to the User Support Center and mini-responses

If you have not found a solution to your problem in the Knowledge Base, create a request in the User Support Center by clicking on the special button. You will find it on the main page of each game section under the list of categories, as well as at the end of each Knowledge Base article.

To help you formulate your question or problem as accurately as possible, each request has several additional subcategories. If you make a mistake with your choice, you can always return to the previous step by simply clicking on its name. The screenshot below shows the entire application process.

In most cases, the last step before submitting your application will be a mini-answer - a quick guide or tip with tips and links to Knowledge Base articles related to your problem. Below in the screenshot is a chain of subcategories and a mini-answer to one of the most common financial questions.

Won't your store deceive you?

No. It is not profitable for us to deceive you. We look forward to long-term cooperation and every client is dear to us.

By what criteria do you select your sellers?

All our sellers are certified by Webmoney and have been selling their products for several years. If sellers have a lot of bad reviews or there have been attempts to deceive buyers, we stop cooperation.

Where do you get your products from and why are they so cheap?

According to the sellers, all goods are purchased from registrars (if this concerns accounts) or from official distributors of digital products (keys, activation codes).

Can I request a replacement or refund if the item is not as described?

Yes! If the product turns out to be of poor quality or does not correspond to what was stated, you have the right to demand a replacement or a refund of your money.

I bought a product, but there was a problem with it. Where should I go?

First of all, you need to log in to the oplata.info website using the email you provided when paying. Next, select the problematic product in your personal account. When you go to it, the “Correspondence” tab will open. There you can state the problem. The seller is obliged to respond to it and solve all difficulties that arise.

How quickly does the seller respond?

Usually during the daytime the seller’s response does not keep you waiting (from 1 minute to 2 hours). At night, waiting times may be longer.

I think the seller is trying to deceive me. He requires the negative review to be removed in order to issue a replacement. What to do?

Do not delete your review under any circumstances. This is a violation on the part of the seller of the rules of service. Indicate to him that you are familiar with the rules and are not going to comply with this requirement until the problem is completely resolved.

Do you have discounts, bonuses?

Yes. We have a cumulative discount system. With each purchase, your personal discount grows. In addition, sellers usually give nice gifts for positive feedback on a purchase. To do this, contact your personal correspondence on the website oplata.info.

AGREEMENT

By purchasing any product in our store, you confirm that you agree to the following rules:

1. The warranty for digital goods applies in full and the seller bears full responsibility for the goods offered for sale.
2. In some cases, the seller sets a warranty period, which must be notified to the future buyer in the description of the product.
3. If the product description does not indicate the warranty period, the buyer has the right to consider the warranty to be unlimited.
4. If the seller in the description of the product indicated a requirement to record a video from the moment the payment begins until the full check, you are obliged to comply with his requirement. If you do not agree with this, we kindly ask you not to make a purchase.
5. The buyer is obliged to fully read the description of the product. Pay special attention to the type of product and the method of its delivery.
6. If problems or questions arise, the buyer is obliged to contact the oplata.info website only through personal correspondence after purchase. Technical support for buyers is provided by the seller only there.
7. An employee of the site’s online chat provides only preliminary support, helps the buyer make a choice, or answer questions before purchasing.

In World of Tanks, the creators took care of fair play and created a notification system for player violations. During a battle, a player can report another person if he breaks the rules, insults players or uses prohibited programs. If you are nervous about communication in such a dynamic game as WoT, then you can play calmer ones.

How the system works

To prevent people from abusing notifications, the developers have made restrictions: maximum - no more than 5 complaints per day. If a player uses this system, he is automatically awarded a "helper rating". The rating increases when a player complains about an offender for valid reasons. And, accordingly, it decreases if the complaints are unreliable. Such “helpers” with a negative rating can themselves get banned. The number of complaints increases and decreases depending on the rating. Highly rated assistants receive a number of privileges.

Banning a player in World of Tanks voice chat

The player can also use the blocking of a player who uses voice communication unnecessarily: “spams”, shouts or insults other people. To ban such a “violator”, open the command window, find the nickname of this player and right-click on it. In the context menu, select “disable voice messages.” That's it, now the voice of the intruder will not be heard by you.

The violation notification system is available both in the Hangar and directly during the battle. The system works in such a way that you can choose a ready-made complaint option. In a duel, this interface can be called up by holding down the Ctrl key (the button is the default, in the game options you can set a different key) and calling the menu on the user icon. The player cannot enter his comments.

Players are given seven complaint options:

1. Damage to allied players. Deliberately shooting at own players. Random shots are not taken into account by the system.
2. Insults and incitement of ethnic hatred. Bypassing censorship, insults and threats.
3. Spam (messages that do not carry any semantic meaning). The player repeats the same phrase in the chat, which has no meaning, meaningless messages, advertising.
4. Revealing the positions of allied players. Deliberate trolling and description of positions of allied players.
5. Inaction, bot breeding. Avoiding the game for a long time, using prohibited programs (a bot is a code that itself controls the tank).
6. Pushing an ally out. Pushing players out of cover, throwing them into cliffs, etc.
7. Unsportsmanlike behavior of allies or opponents. A series of actions that interfere with the normal process of combat.

Petitions in World of Tanks

There are also petitions in the game that are sent personally to the World of Tanks administration. In them, the player can report a major violation. In addition to messages, you can attach a screenshot or video to the petition, which will show the violation or the use of third-party software. This method is the most effective. And if the administration discovers violations in such videos or screenshots, it immediately bans the player.

Sometimes we encounter violations of the rules in the game that interfere with the gameplay, distract from it and reduce the chances of winning.

Anyone faced with a similar problem may ask the question: “How to deal with such hooligans, what to do in this case?”

First of all, in no case should you be like a violator and respond in kind - since you will also be considered a violator. Please remember that we are using every possible means of investigation to eliminate violations, but this will take some time. That is why every player who notices a violation can personally influence the future of the offender and help punish him.

To facilitate communication and timely notification of the Support Center about violations, an in-game complaint system was created - “Complain”. The system is very convenient and easy to use: during the battle you can provide information about violations, and we can take timely measures. As a result, we process more complaints and punish dishonest players in accordance with the Rules of the Game.

You can complain about the following violations:

• inappropriate behavior in chat;
• unsportsmanlike conduct;
• prohibited nickname or clan;
• inaction and bots.

Such a system is an effective and convenient tool for combating violators.

Operating principles of the system

The violation notification system allows you to report a player directly in battle. If you believe that a player's actions violate the Game Rules, always report it.

To exclude numerous unfounded complaints, a limit was introduced on their number - no more than 10 per day. “Unused” complaints are not carried over to the next day.

Principles for handling complaints

Processing of complaints from players and subsequent punishment of violators is carried out in semi-automatic mode. All complaints are checked to eliminate the possibility of blocking an innocent person.

The initial processing of information takes place on the basis of received complaints, and then a detailed analysis of the situation is carried out: statistical data, message history, etc. are analyzed. Based on the results of the check, a decision is made to block the violators. The degree of punishment and the period of limitation are determined by the current Rules of the Game.

Why is it important to use the system?

As mentioned earlier, the Center conducts independent inspections, but thanks to incoming complaints, it is possible to find the violator much faster.

Thus, with the direct participation of players, the gaming atmosphere improves. Users who send complaints help others avoid similar problems, and help those who are at fault to realize that they were wrong and in the future treat others more respectfully. Only through joint efforts can we make our game comfortable.

Statistics are collected on all incoming complaints, which helps to develop the system and make decisions about its updates and additions, as well as maintain a complete history of violations of each player.

Thank you for not remaining on the sidelines and helping to make the game even better.

Questions and answers

Why is the number of complaints not increasing?

The number of complaints has already been increased from 5 to 10, but we are still considering a plan to further increase them. We regularly analyze current statistics and, based on them, decide whether to increase the number of complaints and by how much.

How are the developers going to deal with players who, after the expiration of the restriction, will break the rules again?

Users who are caught committing systematic violations will receive longer penalties, up to and including permanent account blocking.

How is the fact of a violation confirmed?

All complaints that were submitted using the “Complain” system are processed by the Support Center. We cannot disclose our algorithm in more detail so as not to give violators the opportunity to bypass it.

What to do if the existing complaints are not enough?

Try to complain only about the worst offenders. If you are playing in a platoon, you can agree on who will send the complaint, and you can also ask other players on your team to do this.

Will there be an option in the game to file a complaint against the entire team?

There are currently no plans to add such a feature. But if you have a suspicion that you have witnessed a fixed fight, feel free to send an application to the CPP.

What happens if I receive unfounded complaints? Is there any protection against this?

All complaints received are thoroughly checked. Restrictions are not issued for unfounded complaints. If you have received a block but do not know the reason, contact the Support Center.

How can I complain about a player who pesters me with invitations to join a platoon/company? What about the one who annoyingly writes me private messages?

At the moment, it is not possible to send a complaint from the Hangar. If you do not want to receive messages from a certain player, add him to your ignore list. In addition, in the settings there is an option “Accept invitations only from friends.”