Embarrasing customer service

Reached out due to a crash during Valtan which consumed lockout without providing rewards. “Automated system solves your issue, if it doesn’t we will do nothing”

Copy pasted response in 3. 2. 1…

After the last couple days it has become clear to me that there’s no actual customer support, all the reps can do is relay information, but they can’t do anything to help about game issues.

Your character stuck in an infinite loading screen? can’t help.

Lost weekly entries to bugs/server outgate? can’t help.

They don’t even have a direct line of communication to Smilegate, it really feels like Smilegate is hijacking the western version since Amazon is gonna be the one to take the heat anyway.

Hello @AuntPetra,

Welcome to the Lost Ark forum, I’m really glad to see you are here at the forums and hope you can enjoy your time here and at the game as well!

I’m really sorry about this situation and that you’re communication was not the expected.

Currently when you get disconnected from a dungeon and the disconnection was generated by a verified server issue the entry is returned to the player in no more than 48 hours, if after this time the entry is not returned that means that the disconnections was generated by something else like ISP issues or Hardware/Software issues, on those cases sadly the entry cannot be returned.

I hope this information helps you to have a better sight on this.

If you need further assistance in any other issue please don’t hesitate in reaching us again!




Incompetence from top to bottom my friend.

Im really speechless seeing this. Holy Smokers!!

You said it my friend. I am lost of words to be honest.

This is LOST ARK forum to remind you @Wyvernn.

Whew, glad this is new world forums, was worried it was lost ark having all these problems.


10/10 support

DPS support probably.

Sorry for the typo folks, I hope you can understand we all make mistakes :sweat_smile:

1 Like

LoL! Go rest a bit more. You are still tired.

Then why have I been waiting for more than 48 hours @Wyvernn ? I don’t think we have any trust in what you are saying at this point.


In this case if over 48 hours have passed and you haven’t received the entry back that means that the disconnection was generated by an external issue, this means that sadly you won’t be getting the entry back and you will have to wait until next week.

I wish I could give you a better news however as you mention this is the information I can provide you at the moment.

If you need further assistance in any other issue please don’t hesitate in reaching us again!


Bro the first week of Valtan when they took the servers down on Friday i was out of Valtan then when servers came back up tried to join and my ticket was used. Contacted them was told the same bs of somehow its my fault. TBH its annoying and sadly they losing actually players over things like this as well as bots and que wait times.

so , after making mistakes, do nothing about it? my entry count also gone, due to that emergency maintenance.
" we can’t do anything" is that some kind of joke? i have never seen that before.
i understand you outsourced customer service to another country, they dont have actual access. but is it that hard to make up for us?
this is never about that few tiny petty rewards, this is about the credibility. we are expecting the server to be stable and any maintenance to be predictable. and now when the mistake occurs, there are not even a make up.

They should just put a disclaimer at the top of the forum and just say

“Support is completely powerless to do anything, their only job is to try to calm down pissed off players into not uninstalling the game”

Yeah unfortunately the lost ark team has no clue what they are doing. It’s ridiculous. “If the servers aren’t taken offline it’s your fault”.

Then maybe can we talk about a proper loot distribution system that ensures the rewards were received before locking people out of a raid? Or maybe a system where rewards are sent to mail if unable to obtain them or something?

no wonder nothing get solved around here, we are in the wrong forum duh.

Hello if this crashes me the game from the error of the game. And I did not receive compensation for it at all. And I lost a ticket to Argos. But I have no way of proving it. Because I only have a picture of the error. And not how it happened