7 Support
Hours of operation
Game Masters are on duty 24 hours a day, 7 days a week, including weekends and holidays. Game masters are customer service representatives. They are paid employees and handle all of the customer service for EVE. There are official volunteers in the game as well to help players.
Finding help
Always search the Knowledge Base before contacting Customer Support. The information is frequently updated and new articles are added often. In most cases, it quickly provides our players with the answers they need.
Requesting assistance
There are three ways to submit a request for assistance: directly e-mail Support@eve-online.com, file a petition in-game through the "Help" option in the NeoCom, or Ask a Question through the Customer Support Knowledge Base.
The more information you are able to give regarding your predicament, the faster and more efficiently the resolution can be made.
For technical issues:
Open C:\Program Files\directx\setup and double click on the DxDiag icon. A window will pop up.
Click "Save All Information", located in the pop-up window's lower right corner.
Attach this file to your e-mail or petition.
For game play issues:
Include all pertinent information related to your dilemma, such as username and character name, location, a brief but detailed explanation of the problem and how it occurred, and if you have encountered this problem before.
Reimbursement requests:
Be very specific in your recounting of the details regarding your loss. Include the names of stations or system names, a brief but detailed explanation of what happened and what was lost, along with the names of other characters that may have been present or involved. Also note the time when the incident occurred, either by the time shown in the lower left corner of the EVE screen or your local time, noting the time zone. Please note that all reimbursement claims are subject to investigation and may take longer than other petition types. Verification of the loss must be made before any items may be replaced.
Before filing a petition requesting reimbursement, please read our Reimbursement Policy.
Response time
Some days, the petition load is heavier than others and it may take longer for the game masters to respond. Petitions are answered in the order by which they are received, according to the seriousness or severity of the issue. Stuck characters or other game-stopping problems take first priority.
Filing a petition as a stuck character issue for any other reason is punishable by death. Okay, it's not really, but it should be. Filing frivolous petitions or intentionally submitting a petition under the wrong category may lead to receiving a warning. Again, we ask you to be considerate of your fellow EVE players and avoid overloading the GM queue unnecessarily or abusing the triage system by which petitions are assessed and resolved.
Contacting an in-game Game Master
When you encounter a game master in the EVE world, chances are he's there to assist another player. If he allows himself to get bogged down by chatting with players or trying to resolve issues that have not been properly submitted, then players who have been waiting in the queue before you will have to wait longer for assistance. It is only fair that matters be handled on a "first come, first served" basis, according to the severity of the issue. Please be considerate of others and follow the proper procedure for getting GM assistance.