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General ticket guidelines for faster and better support

In order for us to offer you the best possible support together with quick response times, we need to make sure that we understand the situation you find yourself in as clearly as possible.

Therefore, we have come up with some guidelines on how you can help us to help you.

  • Please don’t update your ticket before you received an initial response from us.
      Updating or responding to a “new” ticket will push it further down the queue, resulting in an increased response time for you.

  • Please submit one ticket only per request.
      Our system won’t mark your request as urgent, the more tickets you send. On the contrary, the response time will increase as we will need to spend more admin time managing the queue.

  • Make sure to include as many details as possible.
      Tickets containing text such as “My account is broken” don’t help us very much. Include screenshots, video recordings, links to videos, etc. Paint the picture and we’ll do our best to help. Providing us with your in-game name and email address is a good start.

  • Any compensation requests need to be accompanied with the necessary evidence/proof.

  • We can only work with what we got.
      Anything happening outside of our environment (i.e. Discord, Skype, etc.) is difficult or next to impossible for us to monitor, control, or even consider as proof.

  • Please try and help us as best as you can.
      If you submit a link to 15-minute video clip, let us know where to look (timestamp).

  • Support for Pet and Character-related issues:
      Please include the following information:
        PET: sprite, rarity, abilities
        CHARACTER: class, level, equipped items

  • Thank you for your patience and understanding. We simply want to make sure we provide you with the best possible experience.

    Deca Support

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