{"data":{"id":13135,"title":"Customer Service FAQ","rsi_url":"https:\/\/robertsspaceindustries.com\/comm-link\/transmission\/13135-Customer-Service-FAQ","api_url":"https:\/\/api.star-citizen.wiki\/api\/comm-links\/13135","api_public_url":"https:\/\/api.star-citizen.wiki\/comm-links\/13135","channel":"Undefined","category":"Undefined","series":"None","images":[],"images_count":0,"translations":{"en_EN":"The website switch has brought with it a lot of customer service questions. In an attempt to answer some of the more common issues, we\u2019ve put together a brief FAQ.\n\nWhen I enlist or try the Account recovery option I am not receiving an email.\nIf you do not see an email after initiating the Account Recovery option, first check your spam or junk folder. If you still do not see the recovery mail it may be that the account was registered under another email address. Please contact us and inform us of the login you used and we will be able to assist in finding the account. Another cause for this issue is that your ISP may have blocked email sent by us. It may help to contact your ISP and inform them to unblock all email sent to you from no-reply@robertsspaceindustries.com.\n\nWhat is the Concierge status and what does it provide?\nIf your purchases on the account equal to $1,000 or more you will have your own personal Concierge. Keep in mind that this is for total purchases on the account. Ships or packages gifted to the account will not count towards the Concierge total. You will be part of a select group where your questions, requests and needs will be answered by a personal Concierge staff member. You will receive a heads up and exclusive access to events as well as inside info from the development team. A 1-on-1 service to fulfill your pledges and to take all of your requests.\n\nI received a Bounty Hunter package as a gift, why do I not have the Bounty Hunter title?\nThe titles that can be selected on the website are indications of backer pledge level. If someone were to gift a package even though the package is no longer on the account that account still made the purchase for the package and only the account that makes the purchase is credited with the associated pledge level increase. The pledge level titles from the website may not necessarily be the titles used in game.\n\nI no longer am able to purchase some limited ships such as the Aurora LX.\nAfter the end of the grace period some limited ships were removed from the store. All limited ships will be able to be obtained in game and could be available again at a later date before release but we will have to wait and see.\n\nI gifted something to a friend and they are not shown as a backer.\nThe Backer status is an award for financial backers of the game. In order to be considered an original backer or veteran backer, a purchase would have needed to be made on the account prior to a certain date. Veteran backer \u2013 July 6th 2013 and Original Backer \u2013 Nov. 26th 2012. Since backer status is determined by making a purchase, it cannot be transferred through gifting because the recipient of the gift did not make the purchase.\n\nI purchased a Digital Scout before and it now does not show it has alpha and beta access.\nThere is currently a display issue for some digital scouts that were available to original backers that had access to the alpha and beta but do not list it in the package now. This is an issue the development team is working to resolve but we can confirm that those particular packages that were available to original backers do include alpha and beta access.\n\nI purchased a Bounty Hunter package but now it says it is digital.\nThe Bounty Hunter package available from the Kickstarter campaign was the package that included the Citizen Card. It was not shown as digital to indicate that it came with the card. The contents of the package always stated that it included a digital copy of the game. The packages that come with a physical box are packages at the Freelancer\/Colonel level or above.\n\nI am unable to convert my Rear Admiral to digital.\nThe previous website had an option to convert some physical packages that also had available digital versions to digital. The Rear Admiral and above packages do not have a digital option available for purchase and as a result the option to convert the package to digital is not available. However the purchase also includes the digital versions of the included items loaded onto the Spaceship-shaped USB drive and the ability to download the game.\n\nI reclaimed a purchase by mistake, help!\nIf you reclaim a purchase by mistake you can simply repurchase the package or item using the available credit. If the purchase is of a limited package or ship no longer available, let us know and we can assist in reversing the reclaim.\n\nThe price of the upgrade item is not enough to melt down and purchase the higher level package.\nThe upgrade item is a specific item that will be able to be used in game to upgrade that specific ship. Upgrade items are not intended to be used to upgrade entire packages but just the ship.","de_DE":"Der Website-Wechsel hat viele Fragen zum Kundenservice mit sich gebracht. Um einige der h\u00e4ufigsten Probleme zu beantworten, haben wir eine kurze FAQ zusammengestellt.\n\nWenn ich mich anmelde oder die Option Kontowiederherstellung versuche, erhalte ich keine E-Mail.\nWenn Sie nach dem Aktivieren der Option Kontowiederherstellung keine E-Mail sehen, \u00fcberpr\u00fcfen Sie zun\u00e4chst Ihren Spam- oder Junkordner. Wenn Sie die Wiederherstellungsmail immer noch nicht sehen, kann es sein, dass das Konto unter einer anderen E-Mail-Adresse registriert wurde. Bitte kontaktieren Sie uns und teilen Sie uns mit, welchen Login Sie verwendet haben, damit wir Ihnen bei der Suche nach dem Konto helfen k\u00f6nnen. Eine weitere Ursache f\u00fcr dieses Problem ist, dass Ihr ISP die von uns gesendete E-Mail blockiert haben k\u00f6nnte. Es kann helfen, Ihren ISP zu kontaktieren und ihn zu informieren, um alle E-Mails, die Ihnen von no-reply@robertsspaceindustries.com. geschickt wurden, freizuschalten.\n\nWas ist der Concierge-Status und was bietet er?\nWenn Ihre Eink\u00e4ufe auf dem Konto $1.000 oder mehr betragen, haben Sie Ihren ganz pers\u00f6nlichen Concierge. Beachten Sie, dass es sich hierbei um Gesamteink\u00e4ufe auf dem Konto handelt. Sendungen oder Pakete, die auf das Konto geschenkt werden, werden nicht auf die Gesamtsumme des Concierge angerechnet. Sie werden Teil einer ausgew\u00e4hlten Gruppe sein, in der Ihre Fragen, W\u00fcnsche und Bed\u00fcrfnisse von einem pers\u00f6nlichen Concierge-Mitarbeiter beantwortet werden. Sie erhalten einen vorbereiteten und exklusiven Zugang zu Veranstaltungen sowie Insider-Informationen vom Entwicklungsteam. Ein 1-on-1-Service, um Ihre Zusagen zu erf\u00fcllen und alle Ihre Anfragen zu bearbeiten.\n\nIch habe ein Kopfgeldj\u00e4ger-Paket als Geschenk erhalten, warum habe ich nicht den Titel Kopfgeldj\u00e4ger?\nDie Titel, die auf der Website ausgew\u00e4hlt werden k\u00f6nnen, sind Hinweise auf die H\u00f6he des Backer-Pledge-Levels. Wenn jemand ein Paket schenken sollte, obwohl das Paket nicht mehr auf dem Konto ist, auf dem das Konto noch den Kauf f\u00fcr das Paket get\u00e4tigt hat, und nur das Konto, das den Kauf t\u00e4tigt, wird mit der damit verbundenen Erh\u00f6hung des Pfandniveaus gutgeschrieben. Die Pfandstufentitel von der Website m\u00fcssen nicht unbedingt die im Spiel verwendeten Titel sein.\n\nIch bin nicht mehr in der Lage, einige begrenzte Schiffe wie die Aurora LX zu kaufen.\nNach Ablauf der Nachfrist wurden einige begrenzte Schiffe aus dem Lager entfernt. Alle limitierten Schiffe k\u00f6nnen im Spiel erworben werden und k\u00f6nnten zu einem sp\u00e4teren Zeitpunkt vor der Ver\u00f6ffentlichung wieder verf\u00fcgbar sein, aber wir werden abwarten m\u00fcssen.\n\nIch habe einem Freund etwas geschenkt und er wird nicht als Geldgeber angezeigt.\nDer Backer-Status ist eine Auszeichnung f\u00fcr Geldgeber des Spiels. Um als Original-Backer oder Veteranen-Backer betrachtet zu werden, h\u00e4tte vor einem bestimmten Datum ein Kauf auf dem Konto get\u00e4tigt werden m\u00fcssen. Veteran Backer - 6. Juli 2013 und Original Backer - 26. November 2012. Da der Status des Geldgebers durch einen Kauf bestimmt wird, kann er nicht durch eine Schenkung \u00fcbertragen werden, da der Empf\u00e4nger des Geschenks den Kauf nicht get\u00e4tigt hat.\n\nIch habe schon einmal einen Digital Scout gekauft und er zeigt jetzt nicht, dass er Alpha- und Beta-Zugang hat.\nEs gibt derzeit ein Anzeigeproblem f\u00fcr einige digitale Scouts, die f\u00fcr Original-Backer verf\u00fcgbar waren, die Zugang zum Alpha und Beta hatten, es aber jetzt nicht im Paket auflisten. Dies ist ein Problem, an dessen L\u00f6sung das Entwicklungsteam arbeitet, aber wir k\u00f6nnen best\u00e4tigen, dass die speziellen Pakete, die den urspr\u00fcnglichen Geldgebern zur Verf\u00fcgung standen, Alpha- und Beta-Zugriff beinhalten.\n\nIch habe ein Bounty Hunter-Paket gekauft, aber jetzt steht da, dass es digital ist.\nDas Kopfgeldj\u00e4ger-Paket der Kickstarter-Kampagne war das Paket, das die B\u00fcrgerkarte enthielt. Es wurde nicht als digital angezeigt, um anzuzeigen, dass es mit der Karte geliefert wurde. Der Inhalt des Pakets gab immer an, dass es eine digitale Kopie des Spiels enthielt. Die Pakete, die mit einer physischen Box geliefert werden, sind Pakete auf der Ebene Freelancer\/Colonel oder h\u00f6her.\n\nIch kann meinen Admiral nicht auf digital umstellen.\nDie vorherige Website hatte die M\u00f6glichkeit, einige physische Pakete, die auch verf\u00fcgbare digitale Versionen hatten, auf digital umzustellen. Der Rear Admiral und die obigen Pakete haben keine digitale Option, die zum Kauf angeboten wird, und daher ist die Option, das Paket in ein digitales umzuwandeln, nicht verf\u00fcgbar. Der Kauf beinhaltet jedoch auch die digitalen Versionen der enthaltenen Gegenst\u00e4nde, die auf den raumschifff\u00f6rmigen USB-Stick geladen wurden, und die M\u00f6glichkeit, das Spiel herunterzuladen.\n\nIch habe versehentlich einen Kauf zur\u00fcckgefordert, Hilfe!\nWenn Sie einen Kauf versehentlich zur\u00fcckfordern, k\u00f6nnen Sie das Paket oder den Artikel einfach mit dem verf\u00fcgbaren Guthaben zur\u00fcckkaufen. Wenn es sich bei dem Kauf um ein begrenztes Paket oder ein nicht mehr lieferbares Schiff handelt, lassen Sie es uns wissen und wir k\u00f6nnen Ihnen helfen, die R\u00fcckgabe r\u00fcckg\u00e4ngig zu machen.\n\nDer Preis des Upgrade-Artikels reicht nicht aus, um einzuschmelzen und das h\u00f6herwertige Paket zu kaufen.\nDer Upgrade-Gegenstand ist ein bestimmter Gegenstand, der im Spiel verwendet werden kann, um dieses bestimmte Schiff zu verbessern. Aktualisierungsgegenst\u00e4nde sind nicht dazu bestimmt, ganze Pakete zu aktualisieren, sondern nur das Schiff.","zh_CN":"The website switch has brought with it a lot of customer service questions. In an attempt to answer some of the more common issues, we\u2019ve put together a brief FAQ.\n\nWhen I enlist or try the Account recovery option I am not receiving an email.\nIf you do not see an email after initiating the Account Recovery option, first check your spam or junk folder. If you still do not see the recovery mail it may be that the account was registered under another email address. Please contact us and inform us of the login you used and we will be able to assist in finding the account. Another cause for this issue is that your ISP may have blocked email sent by us. It may help to contact your ISP and inform them to unblock all email sent to you from no-reply@robertsspaceindustries.com.\n\nWhat is the Concierge status and what does it provide?\nIf your purchases on the account equal to $1,000 or more you will have your own personal Concierge. Keep in mind that this is for total purchases on the account. Ships or packages gifted to the account will not count towards the Concierge total. You will be part of a select group where your questions, requests and needs will be answered by a personal Concierge staff member. You will receive a heads up and exclusive access to events as well as inside info from the development team. A 1-on-1 service to fulfill your pledges and to take all of your requests.\n\nI received a Bounty Hunter package as a gift, why do I not have the Bounty Hunter title?\nThe titles that can be selected on the website are indications of backer pledge level. If someone were to gift a package even though the package is no longer on the account that account still made the purchase for the package and only the account that makes the purchase is credited with the associated pledge level increase. The pledge level titles from the website may not necessarily be the titles used in game.\n\nI no longer am able to purchase some limited ships such as the Aurora LX.\nAfter the end of the grace period some limited ships were removed from the store. All limited ships will be able to be obtained in game and could be available again at a later date before release but we will have to wait and see.\n\nI gifted something to a friend and they are not shown as a backer.\nThe Backer status is an award for financial backers of the game. In order to be considered an original backer or veteran backer, a purchase would have needed to be made on the account prior to a certain date. Veteran backer \u2013 July 6th 2013 and Original Backer \u2013 Nov. 26th 2012. Since backer status is determined by making a purchase, it cannot be transferred through gifting because the recipient of the gift did not make the purchase.\n\nI purchased a Digital Scout before and it now does not show it has alpha and beta access.\nThere is currently a display issue for some digital scouts that were available to original backers that had access to the alpha and beta but do not list it in the package now. This is an issue the development team is working to resolve but we can confirm that those particular packages that were available to original backers do include alpha and beta access.\n\nI purchased a Bounty Hunter package but now it says it is digital.\nThe Bounty Hunter package available from the Kickstarter campaign was the package that included the Citizen Card. It was not shown as digital to indicate that it came with the card. The contents of the package always stated that it included a digital copy of the game. The packages that come with a physical box are packages at the Freelancer\/Colonel level or above.\n\nI am unable to convert my Rear Admiral to digital.\nThe previous website had an option to convert some physical packages that also had available digital versions to digital. The Rear Admiral and above packages do not have a digital option available for purchase and as a result the option to convert the package to digital is not available. However the purchase also includes the digital versions of the included items loaded onto the Spaceship-shaped USB drive and the ability to download the game.\n\nI reclaimed a purchase by mistake, help!\nIf you reclaim a purchase by mistake you can simply repurchase the package or item using the available credit. If the purchase is of a limited package or ship no longer available, let us know and we can assist in reversing the reclaim.\n\nThe price of the upgrade item is not enough to melt down and purchase the higher level package.\nThe upgrade item is a specific item that will be able to be used in game to upgrade that specific ship. Upgrade items are not intended to be used to upgrade entire packages but just the ship."},"links_count":0,"comment_count":157,"created_at":"2013-07-10T00:00:00+00:00","created_at_human":"12 years ago"},"meta":{"processed_at":"2026-05-08 09:31:22","valid_relations":["images","links"],"prev_id":13134,"next_id":13136}}