I’m a returning player, my main account is 12+ years old and I used to be rank 54 at the time I quit. I have tried to recover this account via support, but the account was stolen from me at some point and I don’t understand how. I had a kid and was leaving the game it was a known thing and I would be an easy target for this. The first time I message support, admittedly it was a jumbled mess of me being emotional about my account being stolen. I have spent thousands and thousands of dollars on this account in the past. I collect my thoughts and wait awhile and try again, this time with screenshots of purchases, screenshots of old support emails about in game events, a link I left myself on a wall of an alt account with my old name that takes straight to the account where you can see the award that i earned for the event in the email. Multiple previous usernames and clubs permed in. support refuses to even communicate with me. the last thing I want to do is come to the forums and have to put all my information out there but this is honestly ridiculous how can a game that I spent and continue to spend so much money on, I know it generates tons of money from many people who spend. Yet somehow the support team seems to be entirely useless to the point of just closing my conversations repeatedly without even looking at my proof or speaking to me at all. I’m trying to find help anyway possible please this is just insane.
Can someone tell me when messaging support, do you have like 1 person assigned to you? Or when going through the recover account option there is only 1 support member in that category? Or is this a coordinated effort that any support member is refusing to communicate entirely
From my understanding, each individual ticket will be assigned a specific team member. ATA isn't a large company in terms of employees, but there's definitely more than one member of the support team. Have you had multiple tickets open regarding this issue or have you been communicating in the same ticket?
this is the message I sent them before getting conversation closed “This is not an attempt to abuse support but genuinely ask why because I didn’t have information before and now I have proof you just close my conversation without looking at it. I’m not being disrespectful in any way” then I just sent another group of messages that ended in me saying “I just want to be clear I want to talk so you can explain why you won’t look at my proof, or tell me if my proof is not enough, or just anything at all because it’s just conversation closed every time” woke up today to no response and conversation closed. I’m starting to get really pissed off I really just need them to stop acting like sub-humans at this point
At this point I’ve tried the being nice and respectful and they won’t even say a single word back to me at this point I can only talk some shit to them for being so god awful at their job. I really hope that someone with a brain that has the power to help me will see this before I lose my mind
Hi, first off, I can definitely see how this is frustrating. Forums currently is not a place for account support or retrieval, though. Usually, with these situations, they'll offer ways to prove that you own the account. For example, by asking for purchase history or account creation dates. Typically, providing your own proof isn't considered verifiable, so you'll have to answer their specific questions. Did they already deny you entry to the account? Or is there no answer altogether? Also, I think this goes without saying, but if your account was banned, this also could be why they're not answering any further.
I understand. The first time I tried to recover the account I was basically just typing a bunch of random stuff as I was really sad to see my account was stolen, then days later I collected myself, got the proofs of purchases, old emails with ata support showing my name, a wall post with my name that links to the profile and screenshots that show I’m the one who collected the awards on that profile. Every time conversation closed with 0 response.
Hmm, it's disappointing they didn't even give you a reason for closing the tickets, from what it sounds like. Even just a "at this time we cannot grant access to this account to you" or something would be nice. I wonder if the account being stolen in the past is playing a part in this. Do you know if the person that stole it still retains access?
The account is currently inactive so I have no clue I tried to add them in hopes maybe they will let me have my account back
Once you leave the matrix you don’t get a money back guarantee. I think the terms say ATA owes no one anything just not in those words.