Guide: Using the Support Portal

Hello there!

If you have questions about how our support site works, this is the guide for you!

Helpful Links:
Support homepage: https://support.spacetimestudios.com
*Support login: https://support.spacetimestudios.com/customer/login

*This is not necessarily the same as your forum or in game credentials. See "How do I login?" below.

What is a case/ticket?
Support requests received from the "Contact Us" on the support portal or via direct email create a case/ticket. Each case/ticket has a unique numerical identifier. If you have a question about an email sent to our support team, knowing this number allows us to reference your message easily.

How do I contact Spacetime Studios Support?

There are various ways in which you can contact us. The simplest way would be to email support@spacetimestudios.com directly from your email client. (below)

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Alternatively, you can click on the Contact Us button on our website. You will be directly to a form here:

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After filling out the form and clicking "Send Email" you might be shown this page:

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Sometimes the answer you are looking for are already posted on our site. If none of these help, simply click "Send Your Email." You will redirected to this page:

Attachment 149994

Another way to contact us is by logging in and filling out the "Contact Us" form while logged in. Since in this situation you are logged in, you don't have to provide as many details (ie: your email)

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Fill out the information and click "Send Email." You will be able to view your case on this page: https://support.spacetimestudios.com.../private/cases

How do I find my case/ticket number?
If you have emailed support before (and have never actually logged into the portal), you already have an account but not a password. To get a password:

1. Go to: https://support.spacetimestudios.com...ord_resets/new
2. Enter the email address from which you contacted support from
3. Click "Send Instructions"
   
   Attachment 149868

You will then get an email that looks like this:

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If you have never emailed support before then you will need to create an account to be able to view all of your (upcoming) cases. See below. After setting a password and logging in, go to: https://support.spacetimestudios.com.../private/cases and look for the "Case ID."

How do I create a support portal account?

To register:

1. Go to: https://support.spacetimestudios.com...istrations/new
2. Enter the email address from which you will contact support from
3. Click "Send Instructions"
   
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4. You will get an email that looks like this (below). Click on the link in the email to continue your registration.
   
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5. After clicking that link, you will be directed to fill in your information. Your email will automatically be populated. All other fields are required. Click "Complete Registration" once you have finished this part.
   
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6. After completing the registration form, you will be directed to your profile. You can add additional email addresses if you'd like. (not required)
   
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How do I login?

If you have contacted our support team before and have a password (see above if you don't), simply follow these directions:

1. Go to: https://support.spacetimestudios.com
2. Click on "Login"
   
   Attachment 149923
   
3. Enter your email and password. After entering that information, click on "Log In." Note: This is not necessarily the same as your forum or in game credentials.
   
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How do I view my cases on the support portal?

After logging in, go to this page: https://support.spacetimestudios.com.../private/cases

Your cases will appear like this:

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Case ID: This is the numerical identification for your message
Subject: This is the subject that you put in from your initial message
From: This is your name
Created: The date you submitted your request
Status: Indicates what step your case is in to be solved.

When clicking on a particular case, you can see more information:

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You can then add more comments if you like and see the specifics as to who is handling your case. When you receive a response, you can respond in two ways. Either respond via the support portal or through your email client.

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Note: You only need to respond via one or the other, NOT both.

• New: This ticket hasn't been assigned yet and is pending action from Spacetime. No action from you is needed.
• Open: We have seen your ticket and are currently working on it. We will respond to your message as soon as possible.
• Pending: We have responded to your message but require more information from you. A response from you is requested.
• Resolved: We have deemed your issued as corrected/solved. No further action necessary. However, you are welcome to respond if you feel like the issue hasn't been fixed.
• Closed: The most likely reason for this status is that your case is a duplicate. In order to best assist you we ask that you only send one message per question. Old/archived tickets may be set to 'Closed' as well.

Should you have another unrelated question, it is best to create a separate case rather than responding to an existing one. This will make it easier to pinpoint the exact issue to a case rather than multiple issues per case.

I'm getting an error when I register. What gives?

It is possible that when you try to register that you are registering an account that already exists. In this case all you have to do is reset the password. You'll get an email that looks like this:

Attachment 149963

To reset your password click on the link from that email.

Have additional questions? Feel free to message me!