Zynga Player Support: What the End of Premium Support Means to You


z support

Recently Zynga announced that the premium support program has ended. The Farmville community has been awash with rumors as a result. Are they doing away with live chat? How will we get help with our farms? Do we still need to buy game cash to get support?  The Dirt Farmer team has researched the current support situation and we have all the details for you. Please make sure to read the FULL POST to learn about all options available to you. Check out what we have learned below and please do share with friends if you find the post helpful.

player support



To clarify, it is true that the premium support program has ended. If you visit the Zynga support site and click on premium support on the banner across the top, you will receive the following popup.


end of premium support



The demise of the premium support program DOES NOT mean that Zynga is doing away with live chat or that they are getting rid of Farmville. Both of those rumors are completely FALSE.  While it is true that Farmville was not on the last premium support list, the program has now ended for all games. Farmville also remains Zynga’s most profitable game, according to numerous interviews with Zynga executives. To read one such quote on TechCrunch click here. 

On the Quarterly Earnings Investors Call, Mark Pincus CEO stated that in 2012 Farmville surpassed 1 billion in total revenue and that the 4th quarter was the 6th successive quarter in which the game had 100 million in revenue. (Source) Rest assured our game is safe.



Support Options Available Now


On The Player Support site

Note: To use the player support site you must register, to learn how to do so click  here for our step by step post with images.

There have been some changes to the player support site. You will no longer see Live Chat or Email in the middle right of the page after logging in. Instead you will see the following button.


gethelp
If you click on the get help question mark, you will be redirected to a page where email and live chat if available to you at the current time will be visible

chat

Live Chat: will remain an option, and no loger has anything to do with the purchase of game cash. Premium service does not mean buying cash. As far back as 2013 when we interviewed Heather Sinclair, she said there were a variety of factors involved and game cash purchases did not mean you would get support or not, she declined to share all, but having abused support in the past was a key to losing it. There are also many other factors. The current team is working to restore support to more and more players.
From the Zynga Player Support announcement on support policy dated 14th October, 2015





While Live chat will remain an available option, the difference is that the premium support guarantee has ended and it’s availability to paying players will depend on availability of agents. If you go to the support site and have 8 hour email and no chat, you have 

NOT LOST LIVE CHAT, they are just busy, check back later. As this policy was enacted to serve a wider player base, if you have contacted chat already on a given day, you are less likely to see the option again that day.

“Official Policy
Our ability to provide live support is guided by the limited live-agent resources available and the number of issues we are currently handling. We periodically make updates to those guidelines to ensure an equitable distribution of resources to meet the evolving needs of our players.”

Email : Email support will also remain a contact option, Premium service does not mean buying cash. As far back as 2013 when we interviewed Heather Sinclair, she said there were a variety of factors involved and game cash purchases did not mean you would get support or not, she declined to share all, but having abused support in the past was a key to losing it. There are also many other factors. The current team is working to restore support to more and more players.
From the same article:

“Email Support: Email Support is a premium service that is available to players who qualify. Submit your questions to our helpful Player Support staff and you’ll get a response in 48 hours or less. Drop us a line, we’re here to help!”



  Player Forums will remain available to all players via the player support site. These are primarily players helping players, but they are also overseen by Zynga Moderators who may be able to escalate your concerns.
To read the article referenced above in its entirety click here.

On Twitter

twitter
Twitter: If you have a Twitter account you can also contact Zynga customer support by tweeting to them at https://twitter.com/ZyngaSupport. At this time the Twitter option DOES NOT have any restrictions based on whether or not you purchase game cash.  If you do opt to contact support via Twitter, make sure you FOLLOW them as well so they will be able to Direct Message you back if they need more than 140 characters or your Facebook ID  to resolve your issue.
If you do not already have Twitter available on your computer, simply click the link to twitter support above or go to https://twitter.com/ and you will be prompted to create an account.



The top line is for desired user name, then email and password. Do not use your email password, choose a new one to use for Twitter
You will then get the following screen to check for any adjustments that need to be made.



Once you are done scroll down and click “Create my account” That’s it – that easy.


By Phone

Billing Support : If your issue relates to FARM CASH PURCHASES or MISSING FARM CASH and you live in a country where calls to 800 numbers are not too expensive, you can contact Zynga by phone at 800-762-2530.  The phone operators will ONLY handle billing/cash related issues, NOT game play issues.



We hope we have been able to clear up some confusion for you and that you are now clearer on your support options. Happy Farming!





Post a Comment Blogger

  1. Am I understanding this correctly, email support is/will only be available to players who purchase farmcash? In other words pay for support?

    ReplyDelete
    Replies
    1. Yep that what it sounds like,so guess I wont be able to get anything done.They have taken a free,fun game and turned it into a job.What about the ones that can't work and live on a fixed income??Know several that played this game because it kept there minds off of stuff but now it is so insane.

      Delete
    2. They are bloody nuts! Why would anyone continue spending REAL money to buy FAKE money on a game that does not even work correctly? I've not purchased FC in months, the last was a gift for my husband in December. It may be time just to walk away as I have never had anything get resolved through email. The last issue I was told there was nothing more they could help me with. *shrugs* My time is better spent elsewhere.
      Imagine the time I could take back if farmville ceased to be a part of my computer time. lol

      Delete
    3. I have been saying for a long time now that Zynga is a company that is money crazy they don't care about those who play their games theyu care about the DOLLAR if they can get they will and they will take a man's life for it I know of people who have nearly died because Zynga makes us pay for every little thing and the people in our world just don't have the money to shell out to a company that can not even fix their own products this is what I call a scam company they constantly are scamming people of their money .

      Delete
  2. Mr. Pincus counts on our addiction, he seems to be the biggest 'drug dealer' in the game world. Yet we keep coming back for more no matter what Zynga does to us. If we all could stop ourselves from buying the early access, the new trees and the new animals, maybe we could put a serious dent in his billion dollar business, let him see what it's like being addicted to money his money and his buyers go somewhere else to get their 'drugs'. I have stopped buying the animals and trees, slowly weening myself away from their greed, why do you think they put new ones out so often, because they know you can't resist. The players should not have to buy FC to get support, they are only doing this because they don't know how to keep the players happy with all of their problems and the idiotic ideas the developers come up with and they are bombarded daily because of so many issues and think those that buy FC are more important, we should all be IMPORTANT, seems to me like they are discriminating against non-buyers because we don't fill their pockets. Zynga only wants to deal with high-price escorts and pi$$ on the street walkers. Which one do you think keeps them in mansions, fancy cars and exotic vacations? Wonder if Mr. Pincus squeaks when he walks????

    ReplyDelete
    Replies
    1. Even if EVERYONE boycotted the market on just 1 new release day... Zynga would notice!!! I have lost so many items that were on my farm and ghost neighbors... Last time I chatted with support was about 2 yrs ago, and that neighbor STILL isn't on my list except to send gifts to!!! So he put a sign on my farm, that way I can get to his farm to help out... But in the last 6 or more months I can count how many times he has played!! Not many at all....

      Delete
  3. This is insane. This game has so many problems that make it impossible to play with out support to clear them up that you are cutting your own throat. The first time I run into one of these I am taking my money to another game. NOT Zynga s. I cant believe you are serious. E m will take a long time. I have gone back and forth with them for days and it never did get fixed. Bad bad move.

    ReplyDelete
  4. Z stocks dropped 30% a few days ago...and Kixeye is now calling Zynga a failing business. What a slap in the face on top of a crappy game we started playing so long ago (when it still worked mind you)and are forced to choose about now...errr...again....of "F" them!

    ReplyDelete
    Replies
    1. @Nikki, on what day (a few days ago) did Zynga stock drop 30%? I quickly looked and couldn't find a day where it dropped that much. In fact, it has not dropped that much this year.

      On Jan 1st it was $2.39. On April 23 it was $3.18. That's a GAIN of 79 cents. That's an approximate 33% gain.

      At $3.18, the stock would have to drop 95 cents to suffer a 30% drop.

      Delete
    2. Well it will. I know several people including my self that is gone with the first problem that makes it impossible to play.

      Delete
  5. I used to spend quite a bit of real money on this game, but NO MORE! I do the coins for cash and occasionally when FC goes on sale, but I don't think I will even do that anymore. Zynga has gotten so greedy and the game is a pain in the a__ and doesn't work, plus it is taking way too much of my time. I am going to quit playing so much and won't be spending much $, if any, in the future unless there are some big changes!

    ReplyDelete
  6. If Zynga only wants to reply to one email per day (from people who buy FV cash), then might I suggest that Zynga ensures that players face only one problem per day with their farms?

    What a stupendous improvement that would be.

    ReplyDelete
  7. Well, I'm genuinely confused. I have bought farm cash quite a few times, and needed help wihin a day and I've never gotten the live chat option and never seen an 8 hour response time for e-mail come up. Usually it says 48 hour reponse or occasionally 18. So, I really was supposed to be getting better with Farmcash purchases??? I had read about that ages ago, but thought it was something that they never put in place! Or maybe it is because my FC purchases are sometimes on their "sale" prices?

    ReplyDelete
  8. I purchase farm cash and still haven't had live chat available to me the last 2 cards i have bought cards.

    ReplyDelete
  9. this crap...I buy fvc every month and have NOT had live chat for over 2 months!!!!

    ReplyDelete
  10. I used to spend about 300 USD's a month.
    I added it up for the three years, I have been playing; and about pissed my pants!

    I have been wanting to buy a hundred gallon aquarium, for marine fish...
    Crap! It could have been bought and stocked by now!

    I am not playing w/any money now.
    But, if I decide to use cash again, I will only use my Serve Card. They give free fv cash for adding money to your
    account, and also when you purchase something.
    Sad part is that it can take anywhere from six days to thirty days to get the cash.

    ReplyDelete
  11. I have lost fv notes over the last month and cannot retrieve them and i can not open my buildings or market on my farm

    ReplyDelete
  12. I have been playing computer games of all types since 1976 and this is the first time I have ever heard of paying for player support.They make more than enough money to give great player support and make the code more fluid, so that problems are not a part of game play.
    I believe something is very wrong in how they handle the revenue created by the players.
    It is hard to run a game of this size and complexity but something is very wrong !!!
    I hope the best for all of us, Zynga the players and everyone else I do not know about.

    ReplyDelete
  13. back my 307 fv and gives me the 2 INSTAGROW MISSION OF DID THE 100 NOW I WANT TO MAKE YARN WOLL EVERYTHING BELONGS TO ME, I CAN NOT NOTHING THAT SHIT THROUGH SUPPORT OF SHIT THAT MEETS NOT NOBODY HERE IN BRAZIL, AND RETURN ME MY 307 FV 2 OF MY INSTAGROW NOW

    ReplyDelete
  14. back my 307 fv and gives me the 2 INSTAGROW MISSION OF DID THE 100 NOW I WANT TO MAKE YARN WOLL EVERYTHING BELONGS TO ME, I CAN NOT NOTHING THAT SHIT THROUGH SUPPORT OF SHIT THAT MEETS NOT NOBODY HERE IN BRAZIL, AND RETURN ME MY 307 FV 2 OF MY INSTAGROW NOW

    ReplyDelete
  15. back my 307 fv and gives me the 2 INSTAGROW MISSION OF DID THE 100 NOW I WANT TO MAKE YARN WOLL EVERYTHING BELONGS TO ME, I CAN NOT NOTHING THAT SHIT THROUGH SUPPORT OF SHIT THAT MEETS NOT NOBODY HERE IN BRAZIL, AND RETURN ME MY 307 FV 2 OF MY INSTAGROW NOW
    I CAN NOT SEND SUPPORT THAT SHIT VOCES - DRUG

    ReplyDelete
  16. back my 307 fv and gives me the 2 INSTAGROW MISSION OF DID THE 100 NOW I WANT TO MAKE YARN WOLL EVERYTHING BELONGS TO ME, I CAN NOT NOTHING THAT SHIT THROUGH SUPPORT OF SHIT THAT MEETS NOT NOBODY HERE IN BRAZIL, AND RETURN ME MY 307 FV 2 OF MY INSTAGROW NOW
    I CAN NOT SEND SUPPORT THAT SHIT VOCES - DRUG

    ReplyDelete
  17. Twitter support is a joke. I tweeted plus sent a direct message to them over a month ago and they have not gotten back to me about it yet!

    ReplyDelete
  18. HO9W CAN I GET HELP FROM ZYNGA CHAT

    ReplyDelete
  19. Its a really a nice zynga game , its a very interesting game , it can provide online technical support team that can solve your all the problems related to games and and software and hardware.
    Zynga Games Support

    Thank you
    Aalia lyon

    ReplyDelete
  20. I have gotten nothing but whoa farmer for 3 weeks now and no kind of support anywhere if they think I would spend any of my money for support forget it they can take their game and shove it up their tight A$$

    ReplyDelete
    Replies
    1. This comment has been removed by the author.

      Delete
    2. You can get the help and support by posting to this link.


      http://www.farmvilledirt.com/2013/11/farmville-report-bugs-and-issues-on.html

      Delete
  21. I harvested the Abstract cow 5 times and it will not go past the second quest of harvest 2 times. for the Boutique Biography chapter 3 quest 2 on the Oasis Farm.
    https://www.facebook.com/eassmar
    FB UID-639661802

    ReplyDelete
  22. https://www.facebook.com/eassmar ID# 639661802
    I can't read anything on the farm. All quests are not showing any words and none of the buildings are opening up.

    ReplyDelete
  23. FV game Id 100000596330653 Well What is going on now I've lost an un wither ring in Avalon completed the Forest fair and got the ring and now it has disappeared off my farm 2 crops have withered. Like I said in a post yesterday why report or comment on anything if you don't fix the many issues most of FarmVille players are having? (Besides me) Please give my Un wither ring back this isn't cool I worked hard to get it

    ReplyDelete
  24. ID 100000596330653 Well am I bad maybe you don't do anything cause I just discovered a box in lower right coner where it is suppose to checked ( Notify meI posted one at 9:32 pm so please reply to that one Thank you

    ReplyDelete
  25. ID 100000596330653
    Well I went back to FV and looked in gift box an low in behold there it is don't know how it got back in gift box cause I put it on the farm. So now I'm placing it once again

    ReplyDelete
  26. https://www.facebook.com/eassmar FBID# 639661802
    several of my friends and neighbors are saying that none of my Farmville feeds are not showing up on my timeline nor game feeds. It is getting harder to complete tasks. I also am having trouble seeing any of my friends posted quests on their pages. on many of my friends pages I see only the two most recent posts.

    ReplyDelete
  27. Having been absent for a couple of years due to a bereavement I am at a loss and hoping someone can point me in the right direction. When I left there were sites plus a site beneath the game whereby we could offload any unwanted items such as saplings, water buckets, mystery eggs etc., I now can't find anything like that. Yes there are group sites and I do belong to a couple but they offer wonderful goods but not the basics such as water buckets etc., Can someone point me in the right direction as to where I find these bare necessities.
    Thank you. :)

    ReplyDelete
  28. Hello,
    Well I can't do the Gypsy thing cause if I receive gifts I can't get to them cause of the limits put on gift boxes been reported once before about the gift box issue only placed items take it down, selling items only gets coins don't take it down I want my gifts can't do a thing without them ID #100000096330653 I need something done about the gift isue I'm tired of asking I have a 124 gifts unable to use cause of the restriction and don't remember being warned you wereoing to do this Zynga

    ReplyDelete
  29. Id# 1000000596330653 Does any body read hese if you don't what good is it to post anything have 3 more post answer me thank you and have a nice day Zynga Studio, and Dirt Farmer

    ReplyDelete
  30. FarmVille Game ID: 100000377786661 I have been trying to finish the Gypsy Trader and I am not getting anything to show that I have been growing the crops. I have used turbos and several instagrows trying to finish and have nothing to show for it.
    Please fix this problem.
    Monique Bishop Mixon

    ReplyDelete
  31. Every time I plant sunflowers for a quest, I do not get credit for planting them. I have them but whatever quest I am planting them for does not up date. This has been going on for about a year.FarmVille Game ID: 1044458762.

    ReplyDelete
  32. Hello. My Profile is https://www.facebook.com/eassmar The Fb id when I click on it says invalid Id. The number at the lower side of my farmville screen says the Id is 639661802.
    My problem is I haven't seen any Farm cash videos in over a month. Other players had informed me that the videos show on their games. Is there a problem with my game that will not allow me to see the videos? Please help. Thank you.

    ReplyDelete
  33. I posted the other day and the post never showed up. Not sure what happened. When I try to get my FBID I get a message saying invalid profile. my profile is https://www.facebook.com/eassmar The problem I'm having is that for over a month I haven't seen any videos for farm cash on Farmville.

    ReplyDelete
  34. https://www.facebook.com/eassmar fbid 639661802

    I have several farmville problems.
    1- when I send farmville requests, many of my neighbors and friends can not see the posts because they do not show up om my timeline home page.
    2- when I click the farmville request asking for parts, I get the window list of all my neighbors. when I click send I check the box to not show the window but I have to click on all individual players each and every time even if it is checked not to show again.
    3-I can not see the requests of my friends on their pages and many of the posts are not showing up in my notifications.
    4- Videos for cash. I have not seen any farmville cash videos in over 3 months. These videos for cash is the only reason I am still playing farmville. once I run out of the farmville cash I have already in the game, I will no longer play unless I get the fv cash for videos back. Please correct these problems. Thanks.

    ReplyDelete
  35. https://www.facebook.com/eassmar fbid 639661802

    I have several farmville problems.
    1- when I send farmville requests, many of my neighbors and friends can not see the posts because they do not show up om my timeline home page.
    2- when I click the farmville request asking for parts, I get the window list of all my neighbors. when I click send I check the box to not show the window but I have to click on all individual players each and every time even if it is checked not to show again.
    3-I can not see the requests of my friends on their pages and many of the posts are not showing up in my notifications.
    4-The feed panel doesn't show up all the time and when it does, I click on it and never get the item on the feed nor does it provide the help to my neighbors and friends.. It goes directly to the farm.
    5- Videos for cash. I have not seen any farmville cash videos in months. Please correct these problems if possible. Thank you.

    ReplyDelete

 
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