Rockstar Support

[Quinn_flower]

Support made me delete my character and wouldn't restore my unlocks but said hey least u got ur money still I'm like wtf

[APB]

 

 

Lol excpecting them to solve an issue within 24 hours. I had to wait 2 days before they solved my issue. It was a serious one aswell. In fact, the most serious one by the fact that some Turkish asshole hacked my account due to R*s amazing security.

Curious, how exactly did they hack your account?

He didn't turn it off and back on again...

 

That, I was playing in a public session when I was suddenly kicked out of the session with multiple notifications coming up that I left crews I was in. Then I noticed my name change. My SC account info had changed aswell, but through e-mail I was able to recover my account, even though the hacker had changed my password and e-mail and the rest of the info. I opened up a ticket in order for R* to restore my info to the original and they solved my issue within 2 days.

 

Simply said, my account was stolen. I had secured it as much as I could through SC security system with a complex password, etc. It proved that SC security is horrible, and ironically when R* reset my info to original (e.g name) they suggested the things I had already done. I wasn`t the only one with such a problem as the support was flooded with similar tickets.

 

My tip if it happens? Keep the game running and go directly for your e-mail in order to recover it before its too late.

Edited November 2, 2016 by APB

[Ryuscus]

I don't believe disclosing the nature of my support ticket is in my best interest. 3 days went by before another "bot response" support response. You know the one that provides zero information. So I replied with a screenshot that supported my claim. That was a couple days ago. Nothing yet

[Black-Dragon96]

Well, after 4 month i got a response on my ticket.

I complained about not being able to put my gifted fireworkslauncher into my gunlocker. They now responded, that it is not possible to put eventweapons into the gunlocker.

The problem with that is that you can put eventweapons like the gusenberg sweeper and the musket into the gunlocker and that people who bought the fireworkslauncher during the original independence day special can do the same with their fireworkslauncher.

 

Can anyone please get me a video or a picture where he or she put the fireworkslauncher into a gunlocker?

[Ayylien]

I've been sending in tickets for the last 3 weeks. They have locked 2 of them, no real response either. I created a follow up but they don't even read them, just some bullsh*t response.

 

Currently, I am accused modifying my stats, thus unable to transfer.

 

You can see my thread here: http://gtaforums.com/topic/871067-unable-to-retrieve-character-inventory-data/

[Chang]

Tell'em 'you got footage and recorded it' it being ur problem. After I told them that they couldn't stop spammings my mail box with assistance.

 

Fixed in 72 hours.

 

But now the lag since bikers is game over territory.

 

I Chang

[Ryuscus]

Okay. Just an update to my ticket. So we're up to just over 30 emails in the chain and it's been about 10 days since their last response (an automated reply response). I've yet to delete any of the emails, but this is where the plot thickens. I've not been able to send replies. I tried Saturday and Sunday to request an update using a reply. Both times the email bounces back as undeliverable. I tweeted them about it multiple times. No response. I even clicked the link to start a new claim, but that fails to load.

[_PANiC_]

Okay. Just an update to my ticket. So we're up to just over 30 emails in the chain and it's been about 10 days since their last response (an automated reply response). I've yet to delete any of the emails, but this is where the plot thickens. I've not been able to send replies. I tried Saturday and Sunday to request an update using a reply. Both times the email bounces back as undeliverable. I tweeted them about it multiple times. No response. I even clicked the link to start a new claim, but that fails to load.

many people will sleep better tonight , i am sure.

[reform]

R* support is notoriously bad.

[DangerZ0neX]

Even EA has better customer service than Rockstar, that's hilariously sad.

[Black-Dragon96]

Well my last ticket got closed and all my tickets got deletet today. There is something seriously going wrong.

[AmyStone]

So I'm at a stand still. I submitted a request to Rockstar to look into a matter for me. There was some back and forth via email, and they're rather quick to send you a confirmation that they are looking into your submission. The last email I sent received no such confirmation and it has been almost 24 hours since I submitted it. Where do I go next?

 

It takes 24 hours to get a first response. In my experience they will only skim read it so keep it really short and to the point. If you write too much they'll just take a guess and send you back the standard reply that best matches. If you reply then you'll get a better response.

 

If you haven't got a response then maybe something has gone wrong. Does the issue still show as open? I had something similar happen and no matter how many times I replied to the same ticket, it got ignored. I had to open a new one asking for a response to the other one.

Edited November 28, 2016 by AmyStone

[Beez]

I'm nearly at 1 month waiting on my issue.

My issue was finally resolved. Buccaneer was the first vehicle I got in GTAO and I turned it into a lowrider when that update came out. So it had sentimental value and quite a bit of GTA$ value as well. I noticed it was missing and filed a ticket on 10/5 and it was resolved 11/27. They gave me 419K plus 100K so I am satisfied and just needed to be patient.

[Night Machine]

I'm nearly at 1 month waiting on my issue.

My issue was finally resolved. Buccaneer was the first vehicle I got in GTAO and I turned it into a lowrider when that update came out. So it had sentimental value and quite a bit of GTA$ value as well. I noticed it was missing and filed a ticket on 10/5 and it was resolved 11/27. They gave me 419K plus 100K so I am satisfied and just needed to be patient.

 

The one time I had an issue a couple years back R* had me situated within 48 hours. I noticed all the 100% Armour disappeared on 2 full garages of vehicles, they were all back to 0%. They checked out my profile and seen I was telling the truth (they have access to every single detail of your character and know everything you ever had or didn't have). They gave me the money to replace it all and and about 200k extra for the troubles, probably helped when they saw my 100% spotless/legit profile. So from my experience if you're a legit player and communicate nicely, R* support will go the extra mile for you. They get an A+ for customer service in my book.

Edited November 30, 2016 by Night Machine

[DigitalNikki]

Even EA has better customer service than Rockstar, that's hilariously sad.

 

Almost everyone has better customer support then Rockstar.

 

I have had to contact support for World of Tanks, Planetside 2, Star Wars The Old Republic, Runescape, Steam, Lord of the Rings Online, and Grand Theft Auto Online. Everyone but Rockstar had the issue resolved in less then 48 hours, and some of them in less then an hour.

 

PS

Rockstar has not resolved any issues.

Edited November 30, 2016 by aDigitalPhantom

[kk9fan97]

Well my last ticket got closed and all my tickets got deletet today. There is something seriously going wrong.

 

that's just typical Rockstar Support. I've had support tickets deleted for no apparent reason before and have had problems that never got resolved. You have to be really lucky to get a Rockstar Support person that actually knows what they are doing.

Edited November 30, 2016 by kk9fan97

[Semaj 2JZ♢]

I must be lucky then, because my most recent support ticket was resolved in less than 4 hours.

[daricusGTA]

I have had mixed experiences with GTA Online support. A few positive stories, I'll share the best one. A few months ago, I received an email in russian that the email associated with my account had been changed (had to run it through Google Translate) and a russian guy had deleted one of my characters (my second, thankfully, as most of my unlocks were on the first). The Online support team could have said "that's too bad, at least we helped you get your account back in your control) but they compensated me about $4 million that I had spent on that character and restored its level to 175. I felt the figure was low, (I owned a yacht on that character and several core Pegasus vehicles, 5 full garages, etc) and noticed the russian fellow unlinked my playstation account name from my social club profile after quitting me from my own crew. Re-linking the account I updated my support ticket, and Rockstar after reinvestigating gave me $44 million MORE to compensate for every dollar spent on that character, which I then used to buy the biker businesses and upgrades on my primary character. I was very happy and prepared to be Rockstar Support's defender at this point.

 

However: A few weeks ago, a friend of mine was convinced to give GTA online a shot. She is, to be blunt, very noobish, and has absolutely no experience with hacking, modding, or interest in exploits, etc. No money dropped on her. She and I were in an invite session by ourselves, and she got hit with a 30 day ban while we were just driving up mount Chiliad. There was no reason given in the error as to why she was banned, and Rockstar support when asked about this in several emails from myself and her, multiple tickets, twitter posts, etc, that they have no obligation to explain why someone was banned, and point instead to the EULA that she (to her knowledge) never violated. This has caused her no end of frustration, as she was having a lot of fun with the game and now will feel very paranoid that the next surprise ban is around the corner, her account already having been wiped of progress and funds, and the next one being a permanent ban, which will mean the purchase of the game was a complete waste as she has no interest in the single player (despite my attempts to get her to try it more).

 

So I'm left to kind of "Grey knight" for Rockstar Support at this point. I think, in UNIQUE circumstances that do not fall into their normal policy procedures, where a human is required to make a judgement call, they CAN go above and beyond to ensure customer satisfaction. I have to remember that way back in 2014, the users for GTA Online at that time were over 33 million people. Who even knows what it is now, I doubt it's gone down overall with more people picking up the game and it releasing for PC. There are some circumstances that probably are so commonly reported (like the banning of my friend) that all they -can- do is refer to the EULA, and institute blanket banning policies. I would -like- to see this done better, but the reality is, GTA Online is not a human right. It is a business product, one I have not paid for beyond my core game purchases, and businesses have to make decisions that serve their bottom line. It doesn't make a tremendous amount of sense to hire more GTA Support staffers to be able to tackle EVERY ban in a banwave, when the sheer number of script kiddies are phenomenal. This doesn't make it any easier to tolerate most public lobbies having at least one script kiddy, especially when I know innocent people are being banned in their place.

 

The one piece of advice I can give is be prepared to update your support ticket multiple times if it appears the support rep misread your request, or misunderstood or missed something, because again, I believe they get quite a few tickets to process daily. Use the [email protected](dot)com address, and be sure to include your gaming platform, social club name, platform name (if on console) and whether or not the issue prevents you from playing currently. These details were part of the previously used online form, and can help speed up your request. Best of luck to everyone who is trying to get something restored.

Edited December 1, 2016 by daricusGTA

[Ryuscus]

So. I don't know what is going on at this point. I started a new claim on 11/28. Received the automated response. Haven't heard anything since. Just clicked on the "My Requests" link on Support page while being logged in. No Requests Present. WTF?

[Black-Dragon96]

So. I don't know what is going on at this point. I started a new claim on 11/28. Received the automated response. Haven't heard anything since. Just clicked on the "My Requests" link on Support page while being logged in. No Requests Present. WTF?

Buggy website. Try it again later.

[Ryuscus]

I'm officially at the 45 day mark and I'm not any closer than where I've started. I've just about had it with patience. You can't reply to them. It immediately bounces back undeliverable. I'm frustrated to no end and you can't even get a freaking representative.

[cipher656]

i'm currently in my 29th month of waiting to get my zentorno back. so good luck.

[Sir Golden Gecko]

Lol excpecting them to solve an issue within 24 hours. I had to wait 2 days before they solved my issue. It was a serious one aswell. In fact, the most serious one by the fact that some Turkish asshole hacked my account due to R*s amazing security.

 

You're saying they solved it? I got my account stolen by some russian guy, and still got a month ban for his bullsh*t, even after contacting support. 10/10

Edited December 10, 2016 by SirGoldenGecko

[Parth13]

I don't know how R*Support handles the tickets,

but i had fairly good experience each time and i only made tickets 3 times,

each time i got a response within 12 hours, 1st time it was a game breaking thing so they instantly put my ticket in tier3 and solved it,

2nd time it wasn't game breaking but the problem which was the Voice device selecting option which made the game crash, they solved it within 2 days aswell

3rd was again game breaking and it was just recently, they did the same thing like the 1st ticket and moved it to tier3 and solve it within 2 responses from me and 3 from them and within good 2 days.

 

Maybe they handle the problems Region wise? the more traffic from 1 region the less helpful they are to that region like they have certain employees set to those specific regions and when there is more traffic in one region they focus there.

[schmotto]

Sorry to dig up an old thread, but I can't seem to make a new post. Apparently my password is changed(I didn't change it). And I cannot get a password reset to go through.

 

This also means I have no means of contacting rockstar support.

 

Any ideas?

[mcgroin]

If you follow this link https://support.rockstargames.com/hc/en-us/requests/new you'll see a link below the Sign in now/ Join Social Club titled "Continue without signing in". That will take you to a request submission form. You can submit your ticket without your password.

 

Alternatively, you could give them a call. These numbers were listed in response to a question on the RockStar Support pages so I'm not entirely sure they're accurate...

 

Australia:
Phone: 1-800-601237
Phone Hours: available 24 hours

New Zealand:
Phone: 0800-440279 or 0800-440280 (I've seen both listed)
Phone Hours: available 24 hours

 

Hope you get it sorted.

[flexcreator]

I have mostly positive experience with the R* support.

The longest delay I've got was 3 business days.

 

Overall, I have 13 requests in history and 11 of them were resolved. At least, I always get a reply.

However, all my requests were basic and related to the specific issue. I never made broad or impossible requests like "Fix the game".

 

I would say, spamming the support with requests and messages is a terrible advice. Especially, if these messages have no information related to your issue. It will only make your request hard to manage.

 

Provide as many details as possible in just a few messages. If there is a significant delay, find another way to interact with the support team (like a phone call).

Also, if your request can wait - let it wait. Maybe there are serious problems going on right now and the R* support is just overwhelmed with more urgent things. Who knows?

 

Focus on the problem, not the people.

 

PS

Damn, it was posted in December. Silly me

Edited February 3, 2017 by flexcreator

[schmotto]

Well I got through thanks to advice above. They managed to manually send through an email to change my password, well a few of them in some language I can't understand as well.

 

Then once it was all done I tried to log in to a message that my online account is suspended, furthermore they will be deleting my character once the suspension lifted, which was dated to 3rd of feb. No further responce from support.

 

I did look onto my social club to find a few new armenian friends ...... so it appears other people can change my password but I can not. Nice security thar rockstar.

 

 

Anyways still awaiting further responce once the ticket was "sent to the right department".

 

I don't hold high hopes of ever playing again at this stage.

[caz95]

are they bots or somethin, i had a ticket a while ago relating to an issue with "ß" when using it for a name of a track.

at the time i put it down as a connectivaty issue, as the cloud servers died, it then came to my attention that the issue is "ß" so i informed em about it being that issue. they still played it down to connectivaty issues.

[Tez2]

Almost all the agents who work there are from another company working with few guys from ACTUAL R*.
The "few guys" supply them with the required information to handle the tickets.
Calling them isn't different from making a request via the website.
If you call them they will make a request called "Shortcall - [Your Number here]"
Like these tickets for example:

- Platform Name (PSN ID/Gamertag/SC Nickname):stijnsnel14
- Description of Issue: Lost Progress and In Game Refund
- SCAdmin Link: https://scadmin.rockstargames.com/V2/User/sc/70457221/details
## Please ensure that you have selected all applicable drop-downs

or

Short Call.
- Phone Number From QM:XXXXXXXXXXXX
- Platform Name (PSN ID/Gamertag/SC Nickname):Virtual202
- SCAdmin Link: https://scadmin.rockstargames.com/V2/User/sc/68275386/access
- Description of Issue: Ban appeal.
Provided legal script.
Account banned temporarily.
Date: 19-Jan 2017, 12:10 PM
Rule: PC - Security Code 623
Status: Banned for 30 days
Izabela I.

or

Short Call regarding temporary ban PC
SCA : https://scadmin.rockstargames.com/V2/User/sc/41406877
Social Club : Alpatchino-62
04-Jan 2017, 11:17 PM
[email protected]
Update{ onlineService: sc,
resolutionId: [REMOVED],
batchId: [REMOVED],
batchTotal: 500,
positionInBatch: 654,
platform: PC,
rockstarId: 41406877,
actionTaken: banned,
cashRevoked: 553562100,
granted: True,
privilegeId: BANNED,
punishment: Temporarily banned from 4-Jan 2017, 10:38PM to 3-Feb 2017, 10:38PM,
comments: Caught by Rule Id=92, Name= PC - Security Code 635. Cash removed from account in accordance with cheater management policy., batch: false}
Cline R.

...

- Phone Number From QM:[REMOVED]
- Description of Issue: cx asking for new dlcs.
Karen L.

Edited February 12, 2017 by Fun De Panda