Support Ticket Errors [BP]

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Hyperius
Hyperius
Moderator
Joined Dec 2011 Posts: 11,945
edited 3 Mar 2016, 1:07AM
If you are having trouble accessing the Help Center or trouble submitting tickets, please post a description of your issue below. Please note that this is not a space for players to get support (you can use the Community Support Forums instead), but for players experiencing the following issues when attempting to get support:
  • Invalid or duplicate email when accessing support


  • Unable to validate identity with Facebook:


  • Not receiving password reset emails

  • Spent more than $50 but still cannot submit a ticket.

Please describe your issue in as much detail as possible and we will be happy to help.

KIXEYE Senior Moderator

Playing since 9/30/11

Helpful Links:  Site Rules / Report a Player / ToS / Ticket Status /

Have a problem? KIXEYE Customer Service

  • I am unable to send in a support ticket. It states that I do not have a valid email on file but when i try to connect via Facebook, it says I'm not associated with that account. Please help!
  • Dazandren
    Dazandren
    Incursion Leader
    Joined Mar 2013 Posts: 1,102
    I am unable to send in a support ticket. It states that I do not have a valid email on file but when i try to connect via Facebook, it says I'm not associated with that account. Please help!
    you might try sending a pm to a forum mod for assistance.  i haven't seen any mods respond to this thread in some time.  i have good luck with Templar responding.  sometimes takes a couple of days, but he will get back to you and is very helpful.

    there seem to be a lot of players with this problem.  if and when you get it sorted out, would you come back and share what you had to do to correct the issue, please?  could be useful information for others to try.

    thanks.  wish i could do more....
    image
  • Brian_B743
    Brian_B743
    Greenhorn
    Joined Mar 2013 Posts: 4
    I am having trouble with submitting any tickets tried several times and still no luck. I have been killing 47s, 61s for several days andf im not getting any points and not getting the blitz either. What is going on can someone help me put a ticket in 

  • Dazandren
    Dazandren
    Incursion Leader
    Joined Mar 2013 Posts: 1,102
    I am having trouble with submitting any tickets tried several times and still no luck. I have been killing 47s, 61s for several days andf im not getting any points and not getting the blitz either. What is going on can someone help me put a ticket in 

    first thing first, if you are submitting multiple tickets on the same issue each time you resubmit a new ticket you get moved to the back of the support queue.  you have to just submit one ticket and wait for their response.  it can take awhile sometimes.

    i don't know why you aren't getting any points, but if you do not have any coins then you won't get the blitz option.  i guess it is a moot point if you aren't getting points, though.

    sorry i can't be of more help.  you might try pm-ing a mod if support doesn't get back to you in a timely fashion.

    good luck!  :)
    image
  • unable to blitz 47 targets. Also unable to submit a ticket as it says that my facebook account is not linked to my kix account....which is inaccurate, and I don't have a valid e-mail on file, but I can't change it cuz I am unable to verify my identity through my facebook account that is not properly linked to my kix account.
  • kixeyeuser_0229324
    kixeyeuser_0229324
    Greenhorn
    Joined Feb 2015 Posts: 2
    Every time i try to contact support, i get the invalid email user, won't let me connect through FaceBook yet you take my money with no problem. I was told CM Scarlette has resolved this problem very quickly with another player and he told me to contact her through the forums. So I am trying. My Kixeyeuser is 0229324   

    Stan 
  • pietpiraat23
    pietpiraat23
    Potential Threat
    Joined Oct 2015 Posts: 94
    edited 12 Aug 2017, 8:14AM
    ive got the same problem. been playing for six years,ive never bothered sending in a ticket. now with the crazy lag this raid ive tried several times to submit a ticket. it keeps saying i am logged on to a faceboolaccount that is not associated with this kixeye account and i should switch facebook accounts. since i only have 1 facebookaccount thats kinda hard to do... please help!
  • jeff.tolman
    jeff.tolman
    Greenhorn
    Joined Apr 2014 Posts: 11
    I can log onto kixeye account with my valid FB account. I am trying to reset my password, when i post email address i use for FB i am not recieving a reset email. Can you check what the email address is for my KIX account as i cannot reset my password. Thanks
  • oliver.bloom.1
    oliver.bloom.1
    Greenhorn
    Joined Jul 2017 Posts: 7
    Update 17.08.2017 : My Problem is not solved, can anyone from Kixeye help me please?
  • oliver.bloom.1
    oliver.bloom.1
    Greenhorn
    Joined Jul 2017 Posts: 7
    Hello Kixeye Support Team,

    I need help too I cant open a Support Ticket if I want do it i get this Window
    ->


    and if I follow the setting steps i got this Window
    ->


    please help me my email is the same like the email in the Radio Tower

    greetings Oliver




    Update 17.08.2017 : My Problem is not solved, can anyone from Kixeye help me please?

    CS Dade Murphy can you help me too please?
  • I get do not have valid email address


  • Lord_Britain_FTC
    Lord_Britain_FTC
    Greenhorn
    Joined Mar 2017 Posts: 19
    When i try to send ticket i get cant verify using this fb account, its the only account i have, can you please fix this.

    User ID:231200
  • Nosferatu82
    Nosferatu82
    Greenhorn
    Joined Jul 2016 Posts: 3
    Tried to send ticket, it says i have not spent $50, ive spent more than that. I was refitting a rage & used tokens not only did it not refit it, it took weapons off, How do I contact  Kix when they claim i havent spent enough.  
  • Nosferatu82
    Nosferatu82
    Greenhorn
    Joined Jul 2016 Posts: 3
    Tried to put a ticket in Kix says i havent spent $50, ive spent more cant get any responses

  • James Barry
    James Barry
    Potential Threat
    Joined Mar 2017 Posts: 71
    how do i get my email fixed i cant post a ticket and have spent the required amount of money but they seem to think the my old email is my current email i have tried several times to change this 

    feeling really ripped off and considering consulting a lawyer to possibly have some fraud charges laid on this company for ripping all of us off like this
  • veronica coughlin
    veronica coughlin
    Greenhorn
    Joined Nov 2012 Posts: 4
    having issues when i try to send ticket in i play on facebook and i have it synched to kixeye can log in through kixeye to play the game read forums post on forms but when i try send ticket it just goes through the cycle of sign in i click sign in through fb on support but then it just goes back to sign in i just want to be able to send in a ticket my user ID is 5402253 

     if can help me fix this would be greatfull thanks in advance for your assistance 
  • tim.okelberry
    tim.okelberry
    Greenhorn
    Joined Feb 2013 Posts: 6
    My user id# is 1921221According to you I do not have a valid email linked to my game account  therefore I have not been able to submit ticket to resolve issues I have had with the game  My current issue is with the bounty points  It is saying that I have negative 271  how can this be?   My base was not leveled or destroyed during the time I was in the bounty.  I would like to see what I am able to get from the bounty store before I am not able to

  • i tried to use support it said i needed to validate my email. went to setting tried to connect fb then got this message ///You are logged into a Facebook account that is not associated with this KIXEYE account, so we cannot verify your identity to change this account's Settings.
    Please switch Facebook accounts and try again. i dont have any other account to connect.
  • rebe.elena
    rebe.elena
    Greenhorn
    Joined Feb 2016 Posts: 6
    Unable to validate identity with Facebook:
  • rebe.elena
    rebe.elena
    Greenhorn
    Joined Feb 2016 Posts: 6
    hello, I was in sector 316 and wanted to jump in sector 106. At the time of my jump my Hiperyon was in another sector and did not report it to 316. I jumped off. I did refresh and from that moment I can not get back into play again. The play start up keeps on stopping and does not let me in . My ID: is: 7166802 Version: 347.96576 KIXEYE Inc. But when i try to send a ticket they tell me you DO NOT have an E-MAIL ADDRESS ON YOUR ACCOUNT. But i only have this account , pls help me if enyone can send a ticket for me .
  • Craig_F45
    Craig_F45
    Greenhorn
    Joined Mar 2015 Posts: 7
    I haven't been able to send a ticket for any and all the problems i have had in BP since i started playing, it keeps coming up with i don't have a valid EMAIL. i have had this EMAIL for more than 10 years my ID is 8818956 , i play it through FB and KIXEYE -CRAIG_F45. i think i just need to change my information , you do send me all the offers you take my money for coin but i cant send you anything.
  • kixeyeuser_1371691187305_10566_778600277
    kixeyeuser_1371691187305_10566_778600277
    Minor Nuisance
    Joined Apr 2016 Posts: 136
    edited 10 Sep 2017, 4:37AM
    I first started playing on face book and have been active on the forums for several months now. I am unable to validate my Facebook account and keep getting the message "You are logged into a Facebook account that is not associated with this KIXEYE account, so we cannot verify your identity to change this accounts's settings. Please switch Facebook accounts and try again." I am using the same facebook account that i log into the forums with and play BP everyday on Facebook any help is greatly appreciated.
    my in game name is mazian
  • Bonecrusher051
    Bonecrusher051
    Greenhorn
    Joined Feb 2015 Posts: 3
    edited 10 Sep 2017, 9:25AM
    I do not have valid email address , I haven't been able to send a ticket for any and all the problems i have had in BP since i started playing, it keeps coming up with i don't have a valid EMAIL  , i play it through FB and KIXEYE .
  • NewPoppy
    NewPoppy
    Greenhorn
    Joined Jul 2015 Posts: 4
    kixeyeuser_1411004721695_100007510937324 said: i got the same thing and my struture reair token didnt work when i used it...i am facebook player contraban.... i cant figure out how to submit a ticket
    I get 

    YOU DO NOT HAVE A VALID EMAIL ADDRESS ON YOUR ACCOUNT. yet I can log in through FB, but get this when trying to access support. 9 days later and I still have this same problem. Now on my second run through of the weekly FM, in tier 4 I didn't receive anything, although drac scattergun is available and no 2 day ship token either, but I did get the token on the fisrt run and used it


  • oldhippypirate
    oldhippypirate
    Greenhorn
    Joined Apr 2016 Posts: 5
    since logging into forums  bp on  my facebook account is all screwed up ,and now my cousin who played his account on this computer through kixeye  cannot accrss his account any more, kixeye has screwed up my playing on fb and cant log this account out when i go to kixeye
  • Nice guy Tony
    Nice guy Tony
    Greenhorn
    Joined Sep 2014 Posts: 1
    Hello Kixeye.

    I gave my Bp account to a friend a couple ogf years ago. He doesn't play Bp anymore, therefor i got it back. But for some reason i can't acces the game. It says something about cheating? How do i get the game back?

    I belive the ID is 1814870

    Best regards.
  • Leslie68111
    Leslie68111
    Greenhorn
    Joined Jan 2014 Posts: 11
    edited 24 Sep 2017, 4:32AM
    since 2014, when i try to access suport using the e-mail you send my receipts to for raid repair coins purchased gives me"e-mail already in-use"
    i would appreciate my support access being re-established, 3 yrs is a long time
    User ID is: 12467618
  • I've never been able to send a ticket, as it won't accept that my Facebook account is associated with this Kix account. This is the only FB account I've ever had. Whenever I change my FB profile photo,it appears in the game and whenever I buy coins/offers it has no problem accepting my money (and yes the transaction appears on FB and is sent to my gmail. (ID 13696918)
  • Please help me, I have never been able to send in a ticket, never could valid email for some reason my ID is Your User ID is: 15919904
    Version: 350.97605  I have spent thousands of $ yes thousands. But now I have upgraded my OPS to 10 and can no longer get into my base planner. If I can not get any help I will be forced to quit and you will lost a heavy coiner. Please help me with this matter
  • Linda_K73
    Linda_K73
    Greenhorn
    Joined Jun 2015 Posts: 19
    YES, I'M HAVING TROUBLE GETTING TO A TICKET SO I CAN SEND IT IN.....

    Here's the gist of it.....

    I really NEED A MODERATOR to read this..........

    OK, here is my problem, I DO NOT remember my password and have only been playing by or via whatever cookies kixeye has put on my computer.....

    I can't make a ticket because it says I need to sign in - DUH!!, can't do that, because I've FORGOTTEN my password!!

    I've tried to use the new HELP box in the lower right of the screen but every time I've tried to use it, it tells me something went wrong and to try again later - ANOTHER kixeye GLITCH!!!!!  CRAP!!!!!

    I sent in a ticket via my hubby's acct and they said they couldn't help me cuz they can't help anyone using or going via a third party acct - I understand that - so they told me to make a new email and recontact them - did that and no one will answer me - and I've tried 3 times!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  I referenced the exact same ticket number wherein they told me to get a new email yet now they ignore me!!!

    I tried to make a new ACCOUNT but then I did I f*cked up BIG TIME AND USED the same email as on the acct that I can't remember the password and now I have TWO accts with the same email address (well I think I have 2 accts), but if I do, this will be MY LAST CHANCE TO POST OR EMAIL OR BE ON BP using my REAL acct because I just KNOW that once I get off and close the browser, it will revert to the new account I made with the wrong email and then I WILL NOT BE ABLE TO GET ONTO BP UNDER MY GOOD ACCT!!!!!!!!!!!!  You see I just happened to have this tab still open using my good account so I really need someone to email me using the email address of K_2, sector 106, I'm in very lower left corner of the sector and just above the drac sub base, I'm a level 88, and I'd give you my ID number but I'm afraid if I push the **play** button to see the ID# and then try and get back here, it's going to throw me into my new account, rather than my REAL account and then I really will be ***sh^t out'a luck***.

    I'm at my last straw, I'm in a life boat at sea, with no distress beacon, no water, no food, I need some REAL HELP.....I really fear this will be my posting using my REAL acct, SO I NEED A MOD TO CONTACT ME OR TELL ME WHAT TO DO, and I know there is some real good intentioned people on the forum and more trolls than anyone needs, but PLEASE, IF YOU ARE NOT MOD, DO NOT reply, so a MOD can help me.

    Thanks,

    K_2

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