[Guide] Contacting the Payment/BIlling Support

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    Guide: Contacting the Payment/Billing support.


    It may happen that, because of a variety of reasons, you will be requested/have to contact the Billing/Payment Support of Gameforge due to issues related to payments.


    This guide will start directly with "How to contact them" instead of how to make an account at the Support site, if you need help with that, please check out this other guide: How to add an e-mail address to your support account?


    Access the site:

    First we will have to go to the Elsword Support, once we are there we need to log in with either our email/password or Steam Account.

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    Remember that all Gameforge support sites share your login credentials, if you have an account registered in our Elsword UK support (or any other Gameforge game) you can use said credentials here, just keep in mind you need to have in said account, the email address of the game account you will need help with (that's explained on the previously linked guide).


    Opening a ticket:

    Once logged in, we need to go to Contact support, and there, we will pick Payment from the droplist.

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    IMPORTANT: Please keep in mind that your ticket has to be in either English or German. If you need help use Google Translator for it.

    • Nickname: The nickname you were using when topping up.
    • Email address: The email address of your game account linked to the previously mentioned nickname.
    • Payment method: The payment method that you used and experienced any problems/issues with (select Other if your method isn't on the list)
    • Subject: It will always be miscellaneous
    • Description of your problem: This is where we will tell the Payment Support all the information related to your problem, be specific, clear, and provide as many details as possible, such examples of this would be (as an example) If you used PayPal, your PayPal email, transaction ID, when did the purchase happen, what went wrong, if you used did a bank transfer/credit card your bank information, etc.
    • Attachments: You can use this system to attach to your ticket any information you may consider useful (or that you may be requested)

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    And now... Waiting time!:

    Since the Billing Support handles the issues of ALL payments across Gameforge it might take more or less for them to handle it Additionally, tickets are handled during working hours, as such, it may happen that a ticket opened during a weekend or public holiday will not be replied till the next working day. Also keep in mind tickets are handled from older to newest, either replying again to your ticket or opening a new one won't speed up this process in the last case that will move your ticket to the end of the queue, please, be patient.


    Once someone from the team has replied to said ticket you will get a notificiation via email, you can also access the Ticket history section of the support site to keep an eye on the current status of the ticket, as well as to read the replies to your ticket/reply to it again.