Ticket System Guide

Hello Nostale players,

Sometimes you will not be able to find a Gamemaster in the chat available so you have to use the ticket system for your question or for issues regarding your account. But not everyone knows how the ticket system works.

First of all the ticket system is used for account issues, questions about the game or if you want to report someone or something.

It is absolutely necessary to add the email address of your game account in your ticket system account.

In this thread you can find a detailed tutorial about the options of the ticket system and how to write a ticket, answer it and view the ticket history.

You will find the official support system of Nostale on https://nostale.support.gameforge.com/index.php?fld=en

Table of contents

1. Get ready to submit a support ticket
   1. Register your ticket support account
   2. Log In using your ticket support account
2. Attach your email address to our ticket support system
3. Attach your Steam account to our ticket support system
4. Submit a ticket
5. Check your ticket's status

Credits

Guide Made by: Yumeji

Updated by: Morgoth and Deramon

Get ready to submit a support ticket

Before you can send a ticket, you need to create an account for our ticket support system.

Please bear in mind that your ticket support account and your Gameforge account are not the same.

Even if you have a Gameforge Account to play already, you need to register your ticket support account seperately.

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Register your ticket support account

To register a new account, please follow the steps below:

1. Click on register
   
   
2. Click on Register one more time
   
   
3. Fill in the form and click on Register again. Please always use the same email address as you use for your Gameforge Account.
   
   
4. A link to confirm you registration will be sent to your email address.
   Once you clicked this link, you successfully created your ticket support account and continue with the next steps.

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Log In using your ticket support account

Once you have successfully created your ticket support account and confirmed your email address, you can log in using your ticket support account.

You have two possibilities to log in: either you use your email address or you use the Steam-Login

1. If you want to use your email address, insert your login details and click on Login
   
   
2. If you want to use the Steam-Login, click on the Steam-Icon and follow the steps on the web page that will open up
   
   

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Attach your email address to our ticket support system

Why do you need to use the same email address?

We have to make sure that the user who sent the ticket really is the owner of the game account.

If the data does not match we can not process your request due to data protection restrictions.

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How to attach your email address to our ticket support system

1. You click on Home and then on Manage email addresses
   
   
2. You click on Add email address
   
   
3. Insert the email address you wish to attach to our ticket support system and click on Submit
   
   
4. If the email address you want to add there is already part of a different ticket support account, which is most likely the case if you ever created one, you need to confirm again by clicking on Request confirmation email that you want to attach this email address to your new account.
   You won't lose any of your old ticket by doing so and everything will still be available afterwards.
   
   
5. The ticket support system confirm the email address has been added to your ticket support account.
   You are not required to check your email inbox and confirm again by clicking on the link that has been sent to you.
   
   
6. After you confirmed the link that has been sent to you, your email address will be shown as a confirmed one in your account:
   
   

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Attach your Steam account to our ticket support system

When and why do you need to attach your Steam account?

We have to make sure that the user who sent the ticket really is the owner of the game account.

If the data does not match we can not process your request due to data protection restrictions.

We need you to attach your Steam Account in case you are using a Steam-only-Account without an email address.

If your Steam Account is already linked to your Gameforge Account, you only need to have your Gameforge Account Email attached to our ticket support system, unless somebody in your ticket gives you different instructions.

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How to attach your Steam account to our ticket support system

1. You click on Home and then on Manage Steam-Accounts
   
   
2. You click on Add Steam-Account
   
   
3. A new page will open up where you need to log in using your Steam Account login.
   Once you did this or if you are already logged in, you will be asked whether you want to link your Steam Account to the Gameforge ticket support system.
   Click on Sign In
   
   
4. If you go back to Home and Manage Steam-Accounts, you will find your attached Steam Account's ID under confirmed Steam Accounts
   
   

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Submit a ticket

Once you are logged in in our ticket support system, you can submit your request by clicking on Contact support and then select either Game, Board or Payment.

No worries, you can't really do anything wrong there. If you chose an incorrect category, we will forward your ticket to the responsible people.

After you chose something (I will use Game in this example), please enter all the necessary information.

You can attach up to three attachment per answer. If you want to attach more than three screenshots, please attach three at first, then open the ticket you have just sent (don't create a new one) and attach three more screenshots in a new reply to the same ticket.

The box where you can describe your problem will automatically adjust based on the subject you have selected.

Please fill in all the required information so we can handle your ticket as soon as possible.

Once you entered all the important information, click Send.

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Check your ticket's status

To check out the processing of your ticket, please click on Ticket history:

And on the subject of the ticket you want to read:

All the replies sent by our team will be visible here.

If you want to close your ticket because you found a solution yourself, you can use the Close button on the right.

If you want to answer to one of our replies, please use the Send reply function on the top right.

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