How to get in touch with the Mech Arena Support Team?
This article thoroughly explains all the ways to contact our Support Team. Choose the one that is most convenient for you!
Who answers me? Is it a person or an AI?
Only the first answer you receive is automatic. It depends on the category you have chosen while creating a ticket. If you have picked the wrong category or the automatic response didn't help, reply to it, and the Support Agent will get in touch with you soon.
Sometimes, players receive the same answer for several similar requests. This can make you think that you're communicating with a bot, while the response you got can be a pre-prepared one.
Such responses cover frequently asked questions. We usually prepare them when we get many requests on the same topic.
Even if the answer looks a bit bot-like, please make sure you read it as we consider every request and do our best to answer all your questions.
When will I get the answer? Why does it take so long?
Our agents should contact you within 24 hours after submitting your inquiry. Sometimes, the high number of players' requests affects the processing time, which is why you may experience delays. However, the Support Agents always put extra effort into answering all your questions on time. Rest assured, you will definitely receive a response!
I have reported a bug, but it hasn't been fixed yet. Why?
It takes time to solve the issue if:
1. It is not easy to tackle and needs the attention of the developers.
Fixing a bug includes several stages: finding the reason for the issue, editing the code, and testing before releasing the updated content.
2. Additional information is needed, or the description of the problem is not clear.
It'll take more time as a Support Agent will have to wait for the info needed to continue the investigation. So please describe the issue in as many details as possible. Where, when, why, and how it happened. What were you doing before it occurred? What type of Internet do you use? What is your device model and OS? Did you take any screenshots or a video? Does the problem persist? How often does it happen?
Include it all; you never know what will help. Here's an article that explains how to create a good bug report. Include all the possible details; you never know what will help.
We recommend checking this article to find out which issues our developers are currently working on.
Why does it say that the issue was solved, but the bug persists?
When the dialogue with the Support Team is not updated for 7 days, the ticket is automatically marked as solved. But it doesn't necessarily mean that the bug you reported has already been fixed. This refers only to the support ticket.
Where else can I find answers to my questions?
Many common topics have already been covered on our Knowledgebase. Feel free to follow these links to explore some of the popular categories:
- Payments
- Loading issues
- Game account access
- Violation of the game rules