Clarification on Account Unlock Process
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Hi GGG Team,
I understand that you are currently working through a high volume of support tickets, and I appreciate the effort your team is putting into resolving these issues. However, there is a lot of uncertainty in the community about the account unlock process, especially for those of us who have been waiting for a long time. To help ease concerns, could you please provide some general information about: - How the account unlock process works? - The typical steps involved for both players and support staff? - What the expected timeframe might look like during this high volume phase? Having a clearer understanding of the process and timeline would go a long way in helping the community feel reassured while waiting. Thank you for your time and any information you can share. Best regards Last bumped on Jan 1, 2025, 1:56:54 PM
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I'm afraid this isn't something we can speculate on as the reasons a player's account might be locked vary and what would be involved with resolving the issue would therefore differ. We're also currently handling a large volume of inquiries, so our response times are unfortunately significantly slower than they have been in the past. We really appreciate everyone's patience and understanding as we work at catching up on these.
If your account is locked you would need to contact us at support@grindinggear.com for assistance as we aren't able to resolve these kinds of issues via the forums. | |
" Thank you for the response. I’m already in contact with support and awaiting their reply. For the topic of this thread, is it fair to assume that the waiting time for unlocking an account can take up to a month or longer? Multiple players on the forums have reported waiting for a reply for that duration since sending their last email to support. I’d appreciate a direct response specific to this question to help set realistic expectations for the community. A clearer understanding of the typical timeline during this period would be very helpful. Thank you for your time. |
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As mentioned, this isn't something we are able to speculate on. Thanks again for your continued patience.
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" Thank you for your response. I understand that the forum team may not be directly involved with account unlocks, but I’m trying to get some general guidance on this process for the sake of transparency and managing expectations. It’s important to note that many paying customers are among those waiting for account unlocks, sometimes for weeks or longer, without updates. Providing even a high-level overview of the process or typical timelines would go a long way in reassuring the community and maintaining trust. If it’s possible to escalate this question or collaborate with the team handling account unlocks, we’d greatly appreciate any insights you can share. Thank you for your time. |
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I wanted to follow up on this thread as there hasn’t been a response yet. While I understand the team is busy handling a high volume of inquiries, I’ve noticed that the forum team has been actively responding to other threads. This makes the lack of an update here concerning, especially since this topic affects many players who are still waiting for clarity.
I’d like to confirm whether my request for more transparency around the account unlock process has been escalated to the appropriate team or if it has been overlooked. As mentioned earlier, providing even a high-level explanation of the process or approximate timelines would go a long way in helping the community manage expectations and alleviate frustration. If this hasn’t been escalated yet, I kindly request that it be passed along to the relevant team. Transparency on this matter is crucial to maintaining trust, especially for paying customers who have been waiting weeks or longer without updates. Thank you for your time, and I hope to hear back soon. |
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This has already been addressed. We are not able to speculate on how long it might take to resolve an issue with a locked account and asking multiple times will not change this. I'm sorry if this is not the outcome you were hoping for.
You'll have to be patient and wait for the appropriate team member to get back to you and work with them until the issue is resolved, however long that might take. | |
" Thank you for the response. While I understand that providing specific timelines may not be possible, my request was not solely about speculating on timelines. I had asked whether this topic could be escalated to the relevant team or if there could be any high-level transparency about how the process works. This would not only help manage expectations for the affected players but also address some of the growing frustration in the community. I respect that the team is handling a high volume of inquiries, but this is a matter of trust and reassurance for many paying customers who feel left in the dark. Any update or acknowledgment regarding the escalation of this thread would be appreciated. Thank you again for your time. |
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Can you please clarify what you would like to be escalated? Your question has already been addressed - we will not provide information about how long it might take to handle an account lock, for multiple reasons that have already been explained. Escalating this will not change this result, as we do not handle account-related issues via the forums for privacy and security reasons - you would just be told to contact us via email and to wait for a reply from the appropriate team members.
I am very sorry if you do not feel like this is an adequate response but there isn't any more details we can provide through the forums. Accounts can be locked for many different reasons, which could have different processes and different resolution times even when our team is not being overloaded with support inquiries. This would mean we would have no way of providing any information about what to expect, aside from requesting that if you contact us about any issues with your account that you be sure to include your Path of Exile account name (including four-digit discriminator) and the names of a couple of your characters so that we can be sure that we are looking at the correct account when you contact us. | |
" Thank you for your response. I understand that providing specific details about individual cases might not be possible, but it seems reasonable to assume that some account unlocks have been processed during this busy period. Taking an average of those cases, even if approximate, could provide enough insight to give the community a better understanding of what to expect. Many players, including paying customers, are frustrated by the lack of updates, especially as some report waiting weeks or over a month. Sharing even a high-level estimate based on the cases resolved so far would go a long way in helping manage expectations and reducing speculation. This isn’t about individual cases but about providing clarity to the community. I hope this feedback can be considered and passed along to the appropriate team. Thank you again for your time and for engaging with this thread. |
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