We need to talk about Two Factor Authentication and Ticket Response Times

[Nobleares]

Hello,

Long time player of the game (6 years) here just wondering if you will ever fix your ticket response times? They've always been atrociously long and I have tickets from 2014 to prove it. I am currently 9 days into waiting for someone on your team to disable two factor authentication because a recent patch failed to download which forced me, after troubleshooting on your forums, to reinstall the game.

Now that the game is reinstalled, patched, and ready I cannot play it. I load up into the game, get welcomed with my Tenno and my E-Mail. Insert my password and BOOM Verification Code. No biggie i'll just wait here for 4 hours for no e-mail that ever arrived. No worries still i'll put a ticket in and get in within a few days (3-5). I'll be a bit behind a BRAND NEW CONTENT RELEASE which wont be a huge deal. Here we are. Day 9. Losing about 35 plat a day worth of consumables, not being able to grind entrani rep or get a necrolich, nor gain any profit from any new content's supply vs demand economy, not able to take part in Darvo Deals, Endo Exchanges, Riven Unveilings, or Lich Huntings which means I will be probably closer to 1,200 platinum easy at a loss in profits as well as daily login rewards and coupons for plat expiring.

For a company that created a game with an economy as the driving force of it's sustainability you'd think it would go hand in hand with fast response times but in fact it's closer to 12-16 day response time average from myself and other's personal experiences. That's atrocious, especially for a company that's been popular since the 90s. There's memes that you guys serve amazing content and then make it easily accessible, make shortcuts for plat, and bank money but NONE of it goes into customer service. That hasn't improved in 6 years.

So yeah i'm bummed that I cant get into my account, but im more bummed that in 6 years you havent fixed bugs in your game, or response times in your support which will inevitably be the death of this fragile ecosystem we all have cultivated here.

Thank you whenever you decide to actually help customers,

Chandoh

[Letter13]

The 2FA e-mail with a verification code shouldn't be taking that long.

• Have you checked your spam/junk e-mail folders in case your e-mail provider is automatically moving the authentication e-mails out of your inbox?
• Did you add the 2FA e-mail address to your e-mail's whitelist/do-not-block list(s)? The e-mail should arrive from "[email protected]"
• Are you checking the e-mail account that's currently registered to your Warframe account?

As for your old tickets, have you checked the status of your tickets recently? If your e-mail provider is blocking/junking e-mails from the warframe.com domain, then it's possible you may not have seen any notifications about updates to your tickets, or the e-mails may have been blocked by your e-mail provider. This means that a DE Customer Support Rep may have responded to your ticket(s) already and you may not know it.

[Nobleares]

• Have you checked your spam/junk e-mail folders in case your e-mail provider is automatically moving the authentication e-mails out of your inbox? Yes
• Did you add the 2FA e-mail address to your e-mail's whitelist/do-not-block list(s)? The e-mail should arrive from "[email protected]" Yes
• Are you checking the e-mail account that's currently registered to your Warframe account? Yes

#2281365

Thank you for assistance.

To clarify, i'm not trying to get compensation of any kind, not would I accept it if offered. I just want DE to make Warframe better and that is a huge area of improvement and I feel as though it gets overlooked how important service is comparatively to content releases also.

 

Did they ever get back to you or?

[Nobleares]

Time apparently did not permit them checking it...but i think you knew that ahead of time and it's just demoralizing in general when you hope to have a resolution after a week and a Community Moderator say's they'll pass it on without ever responding back that they don't have time.

For a Community Mod you'd think communication would be a major part of your skill set.

Way to kick a Community Member while they're down.

Thanks anyway @Letter13

For the record, I have made sure that if they respond i'd see it through my email but i log onto my actual ticket to see if there's a response so the times i mentioned of 12-16 days still remains an accurate estimation of how extraordinarily long your Customer Service makes you wait to gain access to your own content that you've invested time and money in.

[Letter13]

Hey Nobleares,

Sorry I didn't respond yesterday, but I was unable to get ahold of a staff member due to it being Sunday/the weekend. One thing to keep in mind is that we community moderators do not really have a 'hotline' to the Developers/Staff at DE, and that we are not DE staff ourselves (we are volunteers and cover the forums during times that DE staff may not necessarily be able to).

I'll keep trying, but I can't guarantee an immediate response. Please keep in mind that today is Labour Day in Canada, so there may not be any staff members currently working, which means I may not be able to get ahold of anyone until Tuesday at the earliest.

[Nobleares]

That's totally reasonable. Thanks for reaching out! I was gonna basically sit and wait and keep refreshing my ticket every hour or so. Now that I don't have to do that today I'll find something more productive.

[Letter13]

Hey @Nobleares,

A staff member got back to me regarding your old ticket, the 2FA emails' status and some advice for getting this issue resolved.

So, regarding your ticket from 6 years ago, I've been told that it isn't actually open, and had been answered & closed quite a long time ago.

With regards to 2FA, I was told that so far there have been 19 e-mails sent to you (due to login attempts/prompts), and that all 19 e-mails have a status of successfully sent (this means they were not kicked back by your e-mail provider, nor were they 'undeliverable'). This means that the e-mails did reach your e-mail inbox, though depending on your e-mail settings they may have been filtered into your spam/junk mail folder. If you are using gmail, I recommend doing a search in your e-mail for "in:all 2fa" which should search your spam/junk folders, your trash, and so on; also if you're using gmail and have more than one active account set up, it may be worth while to check that you aren't viewing the e-mails of the non-Warframe related e-mail account (you can change accounts at the top right of the gmail page).

As for the currently open ticket, I can't give you an exact time when a customer support rep will respond; the staff member I spoke with does not usually handle customer support tickets. This means that unfortunately you'll have to wait for a customer support representative to respond to your ticket (Also, you really don't need to make so many comments on tickets unless you have new or different information to provide).

[Nobleares]

It's patently false and they never hit my inbox, that person lied to you because it's easier than doing any actual work.

 

It's okay i've almost entirely given up hope that this issue will even be resolved at this point.

 

Thanks for the patronizing explanation of how emails work though.

 

Update: checked the "in:all 2fa" the last verification code was sent in July. The only updates from that e-mail are the auto-update every 3 days telling me no-ones even looked at my issue. Everything you explained doesn't align one iota to my experience as the consumer, and the visceral third party information you were given was inaccurate on all accounts. @Letter13

 

This furthers my point that customer service hasn't been improved in the entire time i've been a consumer of this game and it shows in player count.

[Yamazuki]

49 minutes ago, Nobleares said:

It's patently false and they never hit my inbox, that person lied to you because it's easier than doing any actual work.

 

It's okay i've almost entirely given up hope that this issue will even be resolved at this point.

 

Thanks for the patronizing explanation of how emails work though.

 

Update: checked the "in:all 2fa" the last verification code was sent in July. The only updates from that e-mail are the auto-update every 3 days telling me no-ones even looked at my issue. Everything you explained doesn't align one iota to my experience as the consumer, and the visceral third party information you were given was inaccurate on all accounts. @Letter13

 

This furthers my point that customer service hasn't been improved in the entire time i've been a consumer of this game and it shows in player count.

Not receiving these sorts of emails aren't exactly that uncommon depending on which email service you're using. Microsoft for example has been having this issue for multiple years now, and I've had to temporary change my email to something else on multiple different services. On their end it was always shown as I received the e-mail, but I never did.

You could try the same and see if it works.

[Nobleares]

I'm using G-Mail. Cant change e-mail without a verification code I cant get. This seems like something a member of support would need to resolve. Maybe they'll get around to it on week 3 or 4

Thanks anyway.

 

For a fun experiment I'm going to put the day I put in my ticket now, and edit this comment once they resolve it... so you all can see the atrocious wait times.

 

Ticket Started: August, 8/29/2020

Ticket Resolved: ___________________

[Nobleares]

18 days in. Here are my thoughts for the 2 people that do end up reading this.

Video game communities were undoubtedly poisoned by the monetization of fast forwarding through content for money, Warframe is no different and actually probably one of the biggest culprits. You can spend money to jump through crafting wait times, faster access to weapons, lenses, formas, catalysts, fish, gems, tokens, pet incubation, gene copies, you name it... you can probably buy it with enough plat. On top of that you pay for cosmetic appearance alterations which should be the only monetizable form of in-game content aside from actual content releases. While you play the game they will try to squeeze you completely dry of money before you inevitably complete the story line, unlock all the nodes, then lose interest. The solution is more or less reverting the way the video game industry has went. Putting in a lot of time for an item is fine... but not if it is killing this boss (avg 4 min kill time) 50 times a day for about a week to get an item. THAT'S NOT CONTENT.  that's 15 hours of killing a boss on repeat. i'd rather spend 20 hours watching cutscenes and following quest lines learning about why the item i'm getting is worth my time, what's the lore, who made it, how was it created, why is it special? If it isn't special why would I use it? The more knowledge you allow us to gain as we progress the more we feel like a part of the overarching community. I felt like the game was stale, I saw the DEIMOS release for a few days and it's the exact same content... it's just a zone... where you can fish and trap pets and grind a lot for reputation for literally only 1 reason... Helminth Segment. Everything else is worthless in comparison to the weapons we already built up. Necrolich's have no real purpose outside of that one specific zone... not really an inclusive addition... more of a distraction for a lack of content buried behind weeks of rep grinding to keep you busy. That's what you gave us... a rep grind... and after its over... skills we already had being used on warframes we already earned... yay.

Thanks for any potential help you've given me but you have all undoubtedly lost a promoter here. I will never recommend your game again knowing how you view your community, as the lambs to slaughter they are when they're out of money.

[sly_squash]

In case you do check back...

When I type /profile Nobleares on PC I get an unaffiliated MR1 rank 7 Excalibur sporting an MK-1 Braton, Lato, and Skana as their only weapons with Wyrm and Laser Rifle combination as companions. 

I can give a screenshot if you want and that's allowed or whatever.

If that's the account you're trying so desperately to recover... why?
If that's not the account, was this one of your alts? If so, is it possible you just don't really remember which email you used for your main account? If not and you only had one account and your warframe matches your forum name, perhaps your account got purged during your break and someone else sniped a new account with your name then quit or something.

Maybe I'm just in the wrong region idk, but it all just seems a bit suspect to me.

 

[Nobleares]

Feel as suspicious as you like, my in-game name is different than my forum name for that exact reason, rando's don't need to look me up. My characters an MR21 with a large amount of riven mods, kuva weapons, lots of 5+ forma'd weapons, tons of very rare mods including several very good rivens, All quests completed, and a decent amount of progress on my operator plus the entire star chart unlocked. I have consumable buffs all counting down, day 19 by the way... tomorrow I would have wasted 133p x 4 boosters + the opportunity for 360,000 Rep for Entrati, my standard Kuva Lich runs, Content Progression, The Necro lich parts became tradable while these non-existent staff members twiddle their thumbs and the leaders count their cash and I cant play. How can anyone assume that a 3 week response time is anything other than atrocious and disgusting.

The fact that it makes a random person on the internet sus doesn't mean anything to me, however even if my character were level 1... how would I be the one in the wrong for what I can only assume is a 3-4 WEEK response time for an error that was their fault to begin with. I submitted a detailed bug report for what happened to me as asked when deimos released, explained what happened to me, and linked my bug report in my ticket. The only communication I got was from a volunteer forum mod who has no power to troubleshoot problems or resolve them. They reached out to a team member who provided me with the least amount of information they could so I'd go away.

So please, tell me what I should do differently in this situation, if you have anything I'm unaware of. @sly_squash

[sly_squash]

30 minutes ago, Nobleares said:

The fact that it makes a random person on the internet sus doesn't mean anything to me, however even if my character were level 1... how would I be the one in the wrong for what I can only assume is a 3-4 WEEK response time for an error that was their fault to begin with

So we've established two things:

1. You're a liar that had every intention of coming back to check out responses in this thread (heh, you even edited that little bit out huh 🤣)
2. It's an alt. You're intentionally "maining" on a different account than the one for your forum name to "hide it from evil randos" trying to understand and help. Presumably, this "alt" uses a different email account.

Might this MR1 Nobleares account be the one support has actually been trying to recover for you? It would explain why on their end all the emails seem to be going through, but you're not seeing them because you're checking the email for your real main account. A quick check on your smurf addy might reveal where all recovery emails have been going.

[Nobleares]

34 minutes ago, sly_squash said:

So we've established two things:

1. You're a liar that had every intention of coming back to check out responses in this thread (heh, you even edited that little bit out huh 🤣)
2. It's an alt. You're intentionally "maining" on a different account than the one for your forum name to "hide it from evil randos" trying to understand and help. Presumably, this "alt" uses a different email account.

Might this MR1 Nobleares account be the one support has actually been trying to recover for you? It would explain why on their end all the emails seem to be going through, but you're not seeing them because you're checking the email for your real main account. A quick check on your smurf addy might reveal where all recovery emails have been going.

Got an ol' fashion sherlock here... No there's a name change feature on the website. It didn't change my forum name. The alt youre looking up is my second account linked to my playstation account. Genius.

I'm intelligent enough to figure out a bug report and also the flaws in your logic. I'm sure i'm checking the correct e-mail. I have access to my account through the website as per how i'm typing to you right now as well as how i submitted my ticket on the same account the issue happened on.

Also, yeah i'm a liar I do plan on checking on my own forum. Usually for people to really go in on you you really need to coax them out of their troll home under the bridge with some bait. It seems to have worked wonderfully.

[sly_squash]

20 minutes ago, Nobleares said:

Got an ol' fashion sherlock here... No there's a name change feature on the website. It didn't change my forum name. The alt youre looking up is my second account linked to my playstation account. Genius.

It's still an alt...

20 minutes ago, Nobleares said:

I'm intelligent enough to figure out a bug report and also the flaws in your logic. I'm sure i'm checking the correct e-mail.

But the question is: are you intelligent enough to realize that what you deem to be the "correct" email may not be the one support is sending their recovery emails to, hence the crux of your problems?

20 minutes ago, Nobleares said:

Also, yeah i'm a liar I do plan on checking on my own forum. Usually for people to really go in on you you really need to coax them out of their troll home under the bridge with some bait. It seems to have worked wonderfully.

Trolls are people trying to help you recover your account? Interesting definition. 

Whatever-- you're a "bite that hand that feeds you type". It's how you treated DE support. It's how you treated the moderators in this thread. It's how you treat me. This is why nobody will ever want to help you with anything, and probably why your support requests get waitlisted. Treat people trying to help with respect and you get results. Treat them poorly and you get month long wait times.

My advice: 

• Check your alt's email addy to see if it's where this "lazy lying" support staff may have actually been sending the recovery emails all along.
• Post a short, clear clarification in your support ticket notifying them that you're running two separate accounts. Make it clear which account is the one you're trying to recover and which email addy that goes along with. I'm sure you've already submitted at least some of that info, but you seem to be running rather atypical account setup here so some of those details may have gotten skimmed over and missed.
• Drop the attitude. Nobody in this thread nor at DE has it out for you. Even if a suggestion doesn't pan out, someone still took time out of their day to try to help.

Hope you're able to sort all this out, but if you can't I really don't think anyone is going to lose any sleep if you wind up just moving on...

[Nobleares]

Thanks, I can log in and see the ticket I posted so the e-mail thing is completely ridiculous. I explained that I had the access to my account on the website which you should reasonably assume I know the e-mail since I need it to log in... basic logic lead to your entire response being irrelevant and a large waste of time. 

The ticket was created on the account the issue happened on and was clearly stated in the ticket and as previously stated I had linked the bug report that was attached to the account needing to be re-authenticated.

Although your sarcastic and demeaning tone is very prevalent it is extremely unnecessary as well. I don't need advice on how to check an e-mail, I need competence to be shown from a single person in the community or on the professional team instead of regurgitated content and an MIA ticket support team.

My advice for you is before you take the position of the superior in a conversation make sure that the logic you use to assume your position is sound or you end up looking absurd. Just because you're wittle feewings got hurt doesn't mean that you can speak for a community of people that I've more than likely been involved in for vastly longer. I've given away thousands in plat worth of items to people because the reward is seeing how happy people can get. It doesn't mean i live my life as a joyous bubble of happiness while getting legitimately screwed by the company i invested my earned money in.

[sly_squash]

1 minute ago, Nobleares said:

basic logic lead to your entire response being irrelevant and a large waste of time. 

But again, support may see your name and be sending recovery emails to the account of the alt listed under that name. It isn't a "large waste of time" to check an alternative email address to see if that's not the case.

3 minutes ago, Nobleares said:

The ticket was created on the account the issue happened on and was clearly stated in the ticket and as previously stated I had linked the bug report that was attached to the account needing to be re-authenticated.

Mistakes happen, particularly when you're running atypical account setups like you have. Check the email. Reclarify in the support ticket.

5 minutes ago, Nobleares said:

Although your sarcastic and demeaning tone is very prevalent it is extremely unnecessary as well.

I'm literally doing nothing but trying to help and wishing you well. As can be seen from your treatment of DE support staff and others in this thread, no "tone" is going to appease you anyway...

6 minutes ago, Nobleares said:

I need competence to be shown from a single person in the community or on the professional team instead of regurgitated content and an MIA ticket support team.

Well, as has already been made clear multiple times no one in this forum is on said professional team, so if that's what you "need" from this thread you're never going to get it. You'll have to make do with other players who are sympathetic to your situation trying to offer what advice they can.

9 minutes ago, Nobleares said:

My advice for you is before you take the position of the superior in a conversation make sure that the logic you use to assume your position is sound or you end up looking absurd. Just because you're wittle feewings got hurt doesn't mean that you can speak for a community of people that I've more than likely been involved in for vastly longer. I've given away thousands in plat worth of items to people because the reward is seeing how happy people can get. It doesn't mean i live my life as a joyous bubble of happiness while getting legitimately screwed by the company i invested my earned money in.

I'm neither trying to appear superior nor do I care that you're lashing out for no valid reason. I'm just trying to help.

Check the email.
Clarify the ticket.
Stop the attitude.

[Letter13]

Going to go ahead and lock this. 

Given the nature of the issue you're experiencing, I do not believe that continued posting of this topic on the forums will help resolve the situation for you. You will need to wait for a DE Customer Support Representative to get in touch with you.

The 2FA e-mails work with Google e-mail addresses, and unless you've accidentally blacklisted the 2FA Warframe e-mail or have set your junk/spam filters to intercept said mail (and deposit it in your junk mail folder) then you should have received the e-mails in your gmail inbox (when I last checked with a DE staff member about the 2FA status for your account, it read that the e-mails were successfully sent, which would meaning they were sent to the e-mail and that an acknowledgement of receipt was sent back to the server that sent the mail as opposed to a failure due to an invalid address).

If you have multiple gmail accounts, please be aware that simply going to 'https://mail.google.com' will not display e-mails on all of your gmail accounts. To view e-mails received by other g-mail accounts, you will need to click the upper right hand corner (on your avatar) and select the other account (or add the other account if it is not added to your browser session).