Before you contact our support team for help, make sure that the email address associated with your Wizard101 account is valid and that you can check email at that address! If you did not provide a valid email address, or no longer have access to the email address you provided, update your information in the My Accounts section that appears when you're logged in to the website.
To contact us through the website: Click the 'Help' link at the top of this page and then click the 'Contact Us' tab at the top. Follow the instructions and your ticket will be created.
When you contact support, please ensure that you give us:
the account name
the character name
as much information about what you encountered as you can
NEVER send us:
your password
your credit card information
The more information you give up front, the faster your ticket can be resolved.
Tickets can take up to 48 hours to receive a response and duplicate tickets can slow the whole process down.
We do not offer telephone support.
I GOT REPORTED?
When you report someone, or you are reported, a message is sent directly to Mr Lincoln that includes the chat logs of everything that was said before and after that report.
Mr Lincoln then reads the log and assesses the situation. He determines how bad the offense was, looks up prior offenses for the reported individual, and based on that assessment he issues sanctions (such as muting or banning) and sends an email to the offending account explaining the violation and the sanctions.
If the report was falsely made, that is determined as well, and the player who made the false report is investigated as to whether or not they have made previous false reports. False reports are just as egregious as valid ones, and similar sanctions can be levied against repeat offenders of false reporting.
Everything that a player enters into the chat window is logged. These larger chat logs are also routinely checked for those infractions that are not reported. What is Considered a Reportable Offense?
We appreciate that our players want to make Wizard City the best it can be, and we've placed the tools in your hand to report players for inappropriate behavior. We ask that you use the reporting feature to identify truly egregious behavior, such as creative profanity (swearing around the filters), solicitation of usernames/passwords, predatory threats, racist comments and other such actions as outlined in the Terms of Use. The old story of “the kid that cried wolf” has a lot of bearing in this situation and we trust that all reports received by players are valid and require support intervention.
What is NOT considered a Reportable Offense?
Because false reporting can be construed and/or used as harassment of other players, we’d like to take a moment to ensure you are aware of what does NOT fall under the category of a reportable offense:
“S/he falsely reported me” or reporting someone for false reporting (2 wrongs don’t make a right)
“Being rude” (We’re sorry, we can’t enforce good manners. Use the ignore button liberally &/or change realms. It’s wholly up to you to choose to stay around someone that’s not nice to you)
"Unfair PvP” (admittedly, it’s not much fun for the losing team, but it’s not a violation of the game rules)
“Scamming” (Be sensible young Wizards, and ask yourselves if this person is really going to give you an item worth $30 of real money just for a few free Treasure Cards - the answer is, no, they're not. They're going to take your Treasure Cards and disappear. It's not a very nice thing to do, but all trades must be agreed upon by both parties. If the trade sounds too good to be true, it probably is, so don't accept the trade. )
“Spamming” (Although the Terms of Use mention spamming, it’s related to email/web posts. Yeah, it’s annoying in game and never of profound statement. Refer to “Being Rude”).
