122599-best-support

== Content ==
			i losed my phone and i cant login game coz of authenticator i did send ticket 40h ago and i didnt got a answer y best support thx  a loooott...	
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Hello,
 
As mentioned previously in a few threads, there's an influx of tickets at the moment and so some people are experiencing a higher than normal wait. We appreciate your patience while it gets sorted, our CS team is doing the best that they can. :) Remember not to update your ticket unless requested / required, and when you re-apply the authenticator to your account save the 'seed code' (also known as the secret code) you use to apply it, if you keep that code some place safe, you'll be able to remove it without your phone. You may also want to consider using both the authenticator app & the chrome app, they'll both sync up and that way if you don't have your phone you can still use the chrome version. 
 
- Team WildStar 	
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i didnt update anything at my ticket here is my ticket :
 	#4322889 i cant doing anything to deactive to my auth i need help from support but didint answer .. why didint doin live chat or like that something like blizzard..	
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			Since everyone is hating on the support, in the past 3 days I've sent in 2 support tickets. Both were answered and dealt with in under 30 mins. Although neither were about 2-step authentication, as this takes longer as verification is required that the actual owner of the account is trying to do this.	
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experiencing a higher than normal weight. 
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Darn fat people and their problems.
 
 
Blizzard has the resources. Carbine does not.
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			Fixed, I blame 6am and not enough coffee. :( 	
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Blizzard's got that Activision money.  Carbine's got that NCSoft money.
 
Yankees and Mets.
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Hey Xasiorc,
 
Your ticket is currently in our account Tier 2 queue. It appears theres some information missing. They should be getting back to you today. Id also like to point out that your ticket has been sitting for 24 hours not 40.	
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			My friend wants to come back really bad but he's wasting his 10 day free trial from these great ticket times :(	
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			This thread is a prime example of why I kind of feel bad for support.  People with legitimate problems cant even coherently transfer the information.  No wonder they have such a hard time...	
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Hey Xasiorc,
 
Your ticket is currently in our account Tier 2 queue. It appears theres some information missing. They should be getting back to you today. Id also like to point out that your ticket has been sitting for 24 hours not 40.
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24 hours is still too long to wait for support to remove an authenticator. Just saying.
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24 hours is still too long to wait for support to remove an authenticator. Just saying.
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well, support just removed authenticator in less than 1h
so yeah, best support ever	
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I still don't get it, why can't people write down serial number for auth in black book and put it under pillow? So, I got new phone couple weeks ago, just downloaded this gauth app from store, typed my serial# into new phone and guess what? It works.
 
Don't write your important passwords though, but come on, serial number for freaking game? Things do not serve us forever, you can lose your phone, you can drop it on pavement or into bath full of water, virus can do factory reset on your phone (and guess what? google doesn't back up serial numbers from gauth, only wifi passwords for NSA surveillance).
 
Just spend a minute to write serial down, you can same many hours for yourself and for CS.
 
Cheers!	
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I still don't get it, why can't people write down serial number for auth in black book and put it under pillow? So, I got new phone couple weeks ago, just downloaded this gauth app from store, typed my serial# into new phone and guess what? It works.
 
Don't write your important passwords though, but come on, serial number for freaking game? Things do not serve us forever, you can lose your phone, you can drop it on pavement or into bath full of water, virus can do factory reset on your phone (and guess what? google doesn't back up serial numbers from gauth, only wifi passwords for NSA surveillance).
 
Just spend a minute to write serial down, you can same many hours for yourself and for CS.
 
Cheers!
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The code is not readily apparent and needs to be made more so to prevent all this extra work for carbine
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			 I'm in the same boat as the OP, where I've replaced my phone since I last tried to play Wildstar and now I'm stuck waiting for CS to remove it(meanwhile the free trial time is ticking away).	
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Any actual detail on how to go about doing this?  I'm in the same boat as the OP, where I've replaced my phone since I last tried to play Wildstar and now I'm stuck waiting for CS to remove it(meanwhile the free trial time is ticking away).
 
I don't recall any form of 'seed code' when I set up the authenticator originally. Where can this be found? 
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Hey! 
 
I think people need to STOP, THINK, then write the ticket. Adding as much information as possible. Like DOB for quick authentication on there account. 
I sent a ticket for exactly the same problem. 
I added as much information as I could to help support. Guess what, within 12 hours it was fixed and I was Emailed to notify me! 
 
For the resources Carbine have and the level of support you get is outstanding. 	
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I had the same problem and sent them a scan of my ID card and some other relevant data, problem was fixed within a couple hours. Of course, I wouldn't expect the same if your ticket is within the lines of "hey thar i want to deactivate auth. plz kkhtx!".
 
To get good support you need to put a minimal effort on your ticket...
 
PD: Now I have the serial written on a notebook so this won't even happen again.	
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Back in my wow days whenever I lost my authenticator they would ask for my ID.
 
When I came back in November and asked for my auth to be removed, I just attached my ID without being asked as I presumed it would be needed. 
 
Think it was removed in little over 24 hrs if memory serves me right	
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To give an example, how I requested my authenticator to be added again on my account for Final Fantasy:
 
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Hello Support,
 
2 weeks ago, I contact you under ticket #123455 in order to have my security token temporarely deactivated so I could play the game again.
I was told to contact you again afterwards when I have my token.
Now I have gotten my tokens back.Could you please reactivate the following:- AccountName: <my ff account>- Token Serial: 1-1234567-89- Secret Question: <my secret question>- Answer: <my answer>- Date of Birth: <my birthday>
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To give an example, how I requested my authenticator to be added again on my account for Final Fantasy:
 
 
2 days laters I received the following response:
 
 
 
And that people, is how you create support tickets.
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As lovely as the FAQ currently is, it is not very helpful to people like the OP who are not trying to activate the authenticator but inactivate it and don't have the code. To them, the FAQ's bright red warnings about keeping the code aren't actually relevant, because it's way too late for them to do that.
 
What the FAQ tells them to do is contact CS. "submit a request to our support team for further assistance". That's it. No wonder a lot of them send in support tickets saying "Hey, I have no code and need to deactivate my authenticator".
 
And then they get to wait for a day or so to be told that they needed to provide a bunch of information and now they need to go do that. 
 
So I would like to respectfully and constructively suggest that perhaps if CS already knows what information that you're going to need to provide if you don't have the code, they could very helpfully streamline their own workload by changing their own FAQ to say "submit a request to our support team for further assistance, providing your [insert necessary information to validate your account here] in the text of the support ticket." The FAQ might also helpfully include right under that, "Please do not update your ticket unless requested/required, as this can reset your position in our support queue", so that people who may not be familiar with how this company's CS works don't need to learn that tidbit of information the hard way.
 
Expecting people to provide information that they haven't been told to provide is simply poor policy. Given the size of this game's playerbase, I would think that it should be a high priority to make it as easy and quick as possible to get people who have left to come back and try it out again, and the current process sounds like it could be tuned a bit to achieve that.	
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As lovely as the FAQ currently is, it is not very helpful to people like the OP who are not trying to activate the authenticator but inactivate it and don't have the code. To them, the FAQ's bright red warnings about keeping the code aren't actually relevant, because it's way too late for them to do that.
 
What the FAQ tells them to do is contact CS. "submit a request to our support team for further assistance". That's it. No wonder a lot of them send in support tickets saying "Hey, I have no code and need to deactivate my authenticator".
 
And then they get to wait for a day or so to be told that they needed to provide a bunch of information and now they need to go do that. 
 
So I would like to respectfully and constructively suggest that perhaps if CS already knows what information that you're going to need to provide if you don't have the code, they could very helpfully streamline their own workload by changing their own FAQ to say "submit a request to our support team for further assistance, providing your [insert necessary information to validate your account here] in the text of the support ticket." The FAQ might also helpfully include right under that, "Please do not update your ticket unless requested/required, as this can reset your position in our support queue", so that people who may not be familiar with how this company's CS works don't need to learn that tidbit of information the hard way.
 
Expecting people to provide information that they haven't been told to provide is simply poor policy. Given the size of this game's playerbase, I would think that it should be a high priority to make it as easy and quick as possible to get people who have left to come back and try it out again, and the current process sounds like it could be tuned a bit to achieve that.
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