The long promised REVAMP to the FarmVille Customer Support site is now LIVE and FarmVille Executive Producer Srivatsa and Support Manager Anil have asked your Dirt Farmer Team to give you all the info on how it works. The goal of the revamp is to restore contact options to more players, and although not everyone will get support contact access in the initial rollout, it will be continuously restored to more players as time goes on. Read below for info and please share.
The first big change is that we will no longer use the old support.zynga.com url when we want to contact support. Nor will there be a help or support link below the game. While you can still access FarmVille from support.zynga.com, there will be no contact options on the page. While you may be able to switch over from another game, it is not recommended to use this contact method. The studio has informed us that the in game tab is the most reliable contact method.
Instead, Support will now be accessed via a tab at the top of the game.
When you click on the tab you will see the following pop-up. It will have a scroll bar on the side and questions and answers on a variety of game related topics.
As previously mentioned in this post, at least for now, part of the revamp is the at least temporary elimination of Live Chat support, which will free up agents to help more players via email. If you wish to contact support via email, you will need to use your browser's scroll bar, not the one on the pop-up and scroll to the bottom of the pop-up which will be just above the feed panel if you have it active.
This will bring up the following form with spaces for your name, email address, a pull down menu for the type of problem and a place to describe the problem. When you have finished filling in each of these, click "submit your ticket". As you will be contacting from in-game, you will not need to input your game id or Facebook UID. Please note: we do not yet know what the email response time will be, and are waiting for a response from the studio on the same.
A look at the options for type of problem in the pulldown menu.
With the roll out of the new support tab, many players who did not have access to support in the past should now find themselves able to contact them. If you do not yet, keep checking. Here is a quote from Executive Producer Srivatsa, re-iterating the FarmVille Studio's commitment to continuously restore direct access to support to more and more players.
If you do not get the red contact line, there is also a possibility of contacting support directly through the support site.
First click here.
Then click on the down arrow next to zynga games, scroll down to FarmVille and choose it and follow above directions from there.
This is not the way we are meant to contact support - it is geared toward the in-game tab, so this is a back-door of sorts and may or may not work. It is an option as last resort though.
That's all for now, stay tuned to the Dirt Farmer for all of the latest FarmVille news and information.