It appears that for some players (especially new ones) writting support cases can be difficult. I'll try to answer the most frequent questions I've been asked about support.

General advice:

-before you log in make sure you PC is virus and spyware free.

-before writing support case ask your socmates/friends about it. Maybe it is well known bug or even a feature!

-MA won't handle your support case via e-mail, Guides, PMs to MA staff via forums. Use e-mail on to send screenshots, scans or other files only on request from support department. Make sure you follow instructions you are given.

-do not wait, submit case as soon as you can, after accident.

Writing support case:

-make sure you write in proper category, it can speed up whole process.

-be kind; MA hires human beeings in Support Department (although some people doubt). Greetings and other kind words are welcome.

-some cases can make you lose your temper. MA Support Department will do their best to help you but stay calm. Make sure you write date, time, place of the accident and names of avatars taking part in it. Writing about how angry/disappointed you are won't help at all.

-don't go off topic. One problem per case!

-do not make other players submit cases in your name. Case must be submitted from your account in order to let Support Department solve it for you.

-try to keep everything as simple as you can, especially if you are not writing in your native language. Maybe asking friend for help to prepare message for you isn't bad idea after all? Of course SUBMIT YOUR CASE ON YOUR OWN! Do NOT give anyone your login and password.

-do not make other players submit cases in your name. Case must be submitted from your account in order to let Support Department solve it for you.

-stick to the facts. Try to remind all what is important in your opinion

Waiting for response:

-if something relevant to case had happened do not hesitate to update your case. Do NOT create new one. You can update ongoing cases.

-check My Support section of http://www.entropiauniverse.com for updates on your support cases. Depending on time of submitting, workload in Support Department and many other things you may wait from few hours to week or more for first response.

This is all I could think of now. Any suggestions?

Great article, thanks for the info.