Heroes of Dracania,
To further improve our customer support and assist you faster and more consistently in the future, we are modernizing our support structure. As part of this process, we are gradually introducing new customer support software and focusing our service on two languages: German and English.
Why we are making this change
1. Faster and more efficient support By focusing on two core languages, we can handle your requests much faster and with more clarity. This ensures stable response times and reliable problem-solving, especially for more complex cases.
2. Introduction of a new customer support system We are modernizing our internal processes and switching to a new support system. In the first step, nothing changes for you when it comes to contacting us. You will continue to use the familiar contact form. Starting in the second quarter, additional features will be activated to make support even more convenient, such as integrated in-game communication and more direct contact options.
3. Consistent service for all players Until now, our language teams have worked differently depending on the language. By defining German and English as our customer support languages, we ensure that all players worldwide receive the same information, availability, quality and standards.
4. More clarity with sensitive issues Clear communication is essential, especially when dealing with sensitive topics. By focusing on two defined support languages, we reduce the risk of misunderstandings and can help you faster and more accurately.
What does this mean for players who speak other languages?
We want every player to continue receiving reliable support. English is widely recognized as the international standard language and is the main communication language in gaming. Therefore, we expect that most players will be able to communicate in English without issues. For all others, there are many free online translation tools available. You can use these to translate your request into German or English, or to translate our response into your native language. Please make sure to check the privacy policies of the service you choose.
When will this change take effect?
The switch to the new system will take place on December 17. From that date on, the new system will only accept requests written in German or English.
Requests that are still being processed in the old system at that time will continue to be handled there until December 29. Any requests still open after this date will be closed automatically.
FAQ
1. General Information
Why will customer support only answer requests in German and English from now on?
We are focusing on two core languages to offer you faster, more consistent and clearer support. This allows us to handle requests more efficiently and improve the overall quality of our service.
When will this change take effect?
The change will take effect on December 17.
Does this affect the game, updates or events?
No. This change only affects customer support. All games, content and events will continue as usual.
2. Languages and Understanding
Will the game still be available in my language?
Yes. All in-game language versions will remain available. This change applies only to customer support.
Will the game only be available in English or German in the future?
No. In-game language availability will remain unchanged.
Can I still contact support in my own language?
No. This will no longer be possible going forward.
Will support be offered again in other languages in the future?
Currently, this is not planned. Our focus on two core languages allows us to provide better and more consistent support.
3. Contacting Customer Support
Does anything change in the way I contact support?
No. In the beginning, the contact process will stay the same. You can continue using the familiar contact form.
Why are you introducing new support software?
The new system helps us structure requests better, prioritize them faster, answer them more efficiently and reduce processing times. This allows us to support you even better in the future.
When will in-game support become available?
The in-game integration is planned for the second quarter and will be announced separately.
Can I still attach screenshots or files in any language?
Yes. Screenshots and videos are still accepted regardless of the language shown in them. A short description of the content helps us understand your request faster.
4. Game Content and Future of the Game
Does the language reduction mean the game will be shut down soon?
No. This change has no connection to the future or availability of the game. Our goal is to improve customer support, not to reduce the game offering.
Will this change affect updates, events or new content?
No. All content and events will continue as usual.
5. Privacy and Translation Tools
Are free translation tools safe?
We recommend checking the privacy policies of the tool you want to use and choosing one you trust.
Does anything change regarding privacy, security or payment processes?
No. These areas remain unchanged and will continue to follow all applicable security and privacy standards.
Your Drakensang Online Team
