Knowledgebase

What should you do if you don't get an answer from us?

Problem:

I sent an e-mail with a question one week ago and I didn't get any answer, I sent another e-mail three days ago and still no answer.. Do you guys read my e-mails?

Solution:

Yes we do read your e-mails, however if you have tried to reach us by e-mail several time and did not get any answer there are chances that either your e-mail did not reach us, either our reply did not reach you.

Below are some of the reasons why this may happen:

• Your email application or your Internet service provider thinks ArKaos' mail is junk mail.
  Check the junk mail folder in your e-mail account or contact your Internet service provider to see if your account has a junk mail filter that is blocking ArKaos' reply to your request. Our e-mail addresses always end with @arkaos.net.
• Our support ticket system thinks your support request is junk mail.
  We receive tons of spam each day and sometimes one real support request e-mail may be blocked by our spam-filtering system. If you have not received an answer within 3 business days you should re-send your e-mail but, to pass the spam-filtering check, ensure that your e-mail has a descriptive subject (not just "registering software" or "help", instead something like "ArKaos VJ says my serial number is wrong", "I can't download the content pack I bought on 05/11"..)
• Did you register for a support account?
  Registering for a support account on this support centre allows you to post your support requests from within the web interface through forms with detailed information, this way we can reply faster and you can check the history of your questions / answers. There are less chances that the messages that you send through this medium are considered as spam.
• Do you have an @aol.com e-mail address?
  We currently can't send any e-mail to @aol.com addresses (more info).