Writing to help@tankionline.com is very simple. You just need to login to the e-mail account/mailbox which is linked to your account, type help@tankionline.com in the “To” box. Explain your problem in detail, send the e-mail and wait for an answer. You should receive an answer within 24 hours.
You can find more information about how to register your own e-mail address and send e-mails here.
[hide title=”What information should I include in my e-mail if my account has been stolen?” ;]
1. What is your nickname?
2. Have you invested real money in the game? If so, please specify the dates and methods of payments (if you used SMS, include your phone number).
3. Are you someone’s referral? (Referrals are players that joined the game by clicking on a banner or a link.) If so, then enter the nickname of your referrer (the person who invited you to the game).
4. Which e-mail address was your account linked to after registration?
5. Which serious bans/punishment have you had on your account?
6. When was the last time you entered the game (date)?
7. Where do you play from (country, region, city)?
Please provide a screenshot containing your external IP address from the page http://whatismyipaddress.com and upload it to a free image hosting website such as http://imageshack.us/
8. What was the last hull purchased on your account?
9. What was the last gun purchased on your account?
10. Which e-mail address should your Tanki Online account be linked to in case of a positive decision on the application?
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[hide title=”What Information should I include in my e-mail if I was blocked due to inappropriate nickname?” ;]
If you were blocked for an inappropriate nickname, you can change it free of charge.
To do that, you need to send us the nickname that you wish to use. Be sure the new nickname is not being used by another player in the game (see below). The only thing that will be changed on your account is the nickname. Your experience points, crystals, and garage items will remain the same.
How to check nickname availability
You can check if a username is already in use through the registration form.
When you log into the game, click “new player” and this will take you to the registration form.
If the nickname is not available then a red “X” will appear.
If the nickname is available then it will be highlighted and a green check mark will appear.
Don’t forget that the nickname has to be chosen according to the rules.
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[hide title=”What information should I include in my e-mail if items/crystals/XP are missing from my Garage?” ;]
If you have noticed some items missing from your Garage, please wait for the scheduled restart of servers (usually at 1 AM UTC+0).
If the lost things are still not in your Garage after the restart, contact technical support at help@tankionline.com, including the following information:
1. Your nickname
2. What is missing from your account and how much of it?
3. Date of loss
4. Do you have any new items in the Garage that you did not purchase?
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[hide title=”What Information should I include in my e-mail if I want to complain about violation of the game rules?” ;]
Offenders in the chat
Screenshots with violation of the chat rules (containing obscene or abusive language, links to malware / third-party software, phishing, etc.) must be sent via PM to chat moderators. Uploading them to the forum is strictly prohibited!
How to correctly compose a letter to a moderator to make sure that it is accepted:
1. First of all, the screenshot (or the video) that you submit should clearly show evidence of the violation. Screenshots must be full-sized (not downscaled or cropped).
2. The subject line should specify the nickname of the offender and the type of violation, such as “TANKMEN123 – insult”.
3. Such messages are to be sent only to the chat moderators. The full list of staff members can be found here. If there is a message next to the nickname of a moderator saying that they are temporarily unavailable, there is no point in sending them your message.
4. You also need to provide a link to the screenshot (using the [img] tag or without it) or video.
5. You should only send the letter to one moderator, as it will only complicate their work.
Good luck!
Offenders in the game
First of all, you need to read the rules of the game and make sure the player’s actions are truly violations.
You need to collect evidence. The best form of proof is a video, which clearly shows the violation. The minimum length of the video is 3 minutes.
In the process of recording the video of the offender, you should show the battle statistics (by pressing Tab) at least once. The quality of the video and screenshots should clearly display all the nicknames and ranks.
You need to create a new thread in the “Violators” section of the forum. In the title of the topic, it is necessary to specify the player’s nickname and nature of violation. For example, “arts80 – speedhack” or “wolf – power-levelling”.
Remember, the quality of the topic directly affects the speed of its analysis.
In the body of the topic you also need to specify the player’s nickname, attach the proof (screenshot or video) and add any important details.
You may need to find witnesses. For example, you can send the link of this topic to the players who participated in the battle where the violation occurred. Sometimes a moderator may ask witnesses to reply to the violation topic in order to prove it.
If there is not enough evidence, the topic will be closed. Moderators and the administration of the game are the only ones who can decide whether the player is guilty or not.
When recording a video of sabotage, the reporting player has no right to violate the rules of the game themselves. All complaints of sabotage will be considered in the light of all the participants of the battle, including the creator of the video.
As soon as the moderator decides that the evidence of a violation is sufficient, the player will be punished (with the assistance of developers or technical support specialists). The severity of the punishment will be determined by the administration of the game.
The penalty can be a warning, a fine in the form of experience points or crystals, removal of certain objects from garage, blocking of access to the game’s forum or chat, as well as the complete blocking of access to the game.
Remember that it’s impossible to get the solution immediately. Have patience. Violators will be punished in any case.
If a player reporting a violator turns out to be giving false information (slander, forgery or falsifications of the proof) he or she takes full responsibility for this and will be punished by a month ban. In case if the situation repeats, the player will be banned forever.
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