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