Support Email Response Delays

I wait since release EA on POE 2 and get no answer... How long takes this???

My account was paid using two different credit cards, and it is currently locked. How can I unlock my account? I hope you can respond quickly.
tks

<3 thx for all the hard work. Plz guys take a well deserve break for the holidays cyz in 2025. <3

"

diablofdb#3816 wrote:

<3 thx for all the hard work. Plz guys take a well deserve break for the holidays cyz in 2025. <3

This has to be trolling..

Instead of just complaining I figured I'd share my "numbers" and maybe others can do the same, and we can get an idea of the wait time for support requests.


I opened my support e-mail ticket on december 6th 14:45 CET (about 5 hours prior to Early Access release).

I got a response from support december 12th 04:45 CET.

I responded to their message december 12th 13:31 CET.

Currently awaiting support for a response again.


//Zokeh

It would also be great to provide the reason behind your ticket. Certain matters do and shall have higher priority than others, and I will be absolutely biased right now, but getting my account "unlocked", whatever that means, since I have no damn idea what's going on, shall and must have higher priority than someone missing their microtransaction from PoE1.

I got kicked out of the game 4 days ago, no explanation, no communication, nothing. Am yet to hear back from the support. There goes the planned time off playing PoE2 with my pals. :) :)

I opened my support e-mail ticket on December 17th 19:25 GMT+1

I got a response from support on December - NEVER

I responded to their message on December - GGG is yet to reply

Currently being rather frustrated and feeling they simply scammed me.

"

Summoner#6275 wrote:

"

Drew_GGG wrote:

I'm afraid we're currently expecting delays responding to players emails due to the launch of Path of Exile 2 Early Access. One of our team will get back to you via email as soon as possible.

The simplest thing GGG could do to manage expectations now would be to be open about how backlogged the mail system is. Ie saying something like "We're currently handing email messages that are X-Y days old." I'm assuming there's a range because some requests are things that first line support can resolve immediately (ex refunds for a double purchase), while others need to be escalated to higher level staff for investigation (ex unban requests) or manual processing of some sort.

I had a merge issue with accounts and Steam. The game defaulted to my account with the least store purchases and coins from PoE2 purchase was credited to the account that was "overwritten".


I'm from Denmark and I outright believe in a concept that most Danes also live by called "Jantelov". No one is more important than anyone else. We have a well established "Queue culture" in Denmark. You wait your turn in line, like everyone else.

Having another step in the support process to prioritize each ticket would just add on wait time for the backlog of support requests.

Although I would say, having waited your turn for support and then be sent back to the beginning of the queue after a response just feels wrong.

It feels like going to the back of the line at the cash register each time you scan a new product.


But hey! I'm really happy for the success GGG has gotten with the release of PoE 2. With PoE1 being so great, you can only wonder what PoE2 will bring with the level of support and how the game has been received so far.



Excited for the future of violence!

"

Zokeh#1629 wrote:

"

Summoner#6275 wrote:

"

Drew_GGG wrote:

I'm afraid we're currently expecting delays responding to players emails due to the launch of Path of Exile 2 Early Access. One of our team will get back to you via email as soon as possible.

The simplest thing GGG could do to manage expectations now would be to be open about how backlogged the mail system is. Ie saying something like "We're currently handing email messages that are X-Y days old." I'm assuming there's a range because some requests are things that first line support can resolve immediately (ex refunds for a double purchase), while others need to be escalated to higher level staff for investigation (ex unban requests) or manual processing of some sort.

I had a merge issue with accounts and Steam. The game defaulted to my account with the least store purchases and coins from PoE2 purchase was credited to the account that was "overwritten".


I'm from Denmark and I outright believe in a concept that most Danes also live by called "Jantelov". No one is more important than anyone else. We have a well established "Queue culture" in Denmark. You wait your turn in line, like everyone else.

Having another step in the support process to prioritize each ticket would just add on wait time for the backlog of support requests.

Although I would say, having waited your turn for support and then be sent back to the beginning of the queue after a response just feels wrong.

It feels like going to the back of the line at the cash register each time you scan a new product.


But hey! I'm really happy for the success GGG has gotten with the release of PoE 2. With PoE1 being so great, you can only wonder what PoE2 will bring with the level of support and how the game has been received so far.



Excited for the future of violence!

I think you're misunderstanding what I'm saying. I'm not advocating a pre-sorting step. Instead I was acknowledging that not everything can be handled by first line support staff.

AFAIK they handle the initial messages sequentially as they come in.

Some (probably most) of them they can resolve directly by clicking a button on an admin panel to for example process a refund or to adjust account merges.

Others have to be handed off to more senior staff to follow up on. Complaints about in game moderation fall into this category (we can see this when people complain on the forum). I believe appeals of account bans also fall into this category.

Recovery of accounts with forgotten passwords or no longer available email addresses, may or may not be something the front line people can handle. I suspect they do send out the initial request for additional information. (Their baseline appears to be confirming past payment history - which can be problematic for people whose most recent pack purchases were many years ago, or who used prepaid cards that don't produce a paper trail in the first place.) I don't know if the first line people would be allowed to see enough details to match transactions or if banking privacy laws would require even limited visibility to be restricted more heavily.

Anything that needs to go beyond a single interaction with first line support is going to have it's own queue for follow up; and it appears that most if not all of those are also suffering backlogs.

How about this GGG:

Just unlock all locked accounts - Happy holidays!
No further questions asked.

... and you have more time to get the support up right.
Would be a much better suiting answer to people that lost money and time than copy-pasting a not even half hearted message.

1 week and no response, about unlinking steam account.