[Escalation Request] 20+ Tickets Closed Without Proper Review – Account Recovery Issue

ahm5555
ahm5555
edited October 19 in CrossFire Barracks

Hello CrossFire Support & Community,

I am posting here because my account recovery issue has been going on for over a month without resolution.
So far, I have submitted 20+ tickets (examples: #24093, #24264, #24560, #25637), but every time I only receive the same automatic response: “information does not match.”

The problem:

  • I created the account as a child, so I cannot recall the exact Date of Birth or Email.

  • Because of that, the automated system keeps rejecting my tickets, even though I have provided unique proof of ownership that cannot be faked:

    • First & last passwords used on the account

    • Old screenshots showing my IGN

    • Gameplay video (August 2023) logging into the account

    • Patch log files from my PC with continuous activity from 2019–2024

👉 The system cannot validate these, but a human GM or Supervisor easily can.
👉 I have requested escalation many times, but my tickets keep getting closed without manual review.

This account is very important to me, and I’m simply asking for a fair manual check.
I would be very grateful if a Supervisor, Senior GM, or Community Manager could step in and review this case.

Thank you for your time, and I also welcome advice from other players who have faced similar account recovery issues.

Sincerely,
ahm5555

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Comments

  • [MOD]ShadowRo
    [MOD]ShadowRo
    edited October 19
    The recovery process involves presenting ONLY certain information precisely so that support can be sure that the game account reaches the person who created it and not a third party.

    The information defined by you when you created the account - it is the only information that is already in the database - and thus can be verified by simply comparing the data: what you sent compared to what exists in the database. 

    What you consider to be information that can replace the information requested by z8 cannot be used.
    To explain in more detail:
    - passwords are encrypted ( not stored in clear in database ) and support can't see any password.
    - game prinstcreen -> can be obtained from other sources ( as you upload or posted on social media ) or by another person who has access to your account.
    - game play video -> same as in case of printscreen, can't verify the ownership
    - patchlog files -> can belog to anyone else, can't be verified as belong to same person that create a certain game account.

    Recovery process ins not something automatic bone by system -> the entier process is done by a human ( support staff or GM ), and they manually compare info you send with creation info on our account -> if are not enough information ( and security question + answer is one of the most important ) -> then account can't be recovered.

    If you continue to send tickets with information other than those requested (invalid/wrong info) -> the account cannot be recovered, but you may be blocked on the support page for abusive behavior (invalid tickets spam , that only consume support time to the detriment of other players waiting in line).

    And yes, recovery process is possible if you are able to provide the info required , the entire process take up to 30 minutes after support answer info are correct, you just need to be able to provide those info.
    Gamer since 1997
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