Providing as much information as possible to customer support directly affects how efficiently customer support can provide you with an answer. Before contacting customer support take a look at the following instructions.

Always search the knowledge base before contacting customer support. We are constantly updating the knowledge base and in most cases it provides customers with the answers they need.

If the knowledge base does not answer your question then please do not hesitate to contact customer support. Make sure that you provide the following information so that we can solve your problem in the shortest time possible.


Technical issues

1. Open C:\Program Files\directx\setup and double click on the DxDiag icon. When you do this, a window will pop up.
2. Click the "Save All Information" button that's located in its lower right corner.
3. Then attach the file to the e-mail you send us.

Clicking on the "Start" button, selecting "Run" and typing "dxdiag" also collects this information for you. Just remember to click on "Save all information" when the details have been gathered and send the file to us.

Most of this information can also be found by pressing Start -> Settings -> Control Panel, double-clicking on the "System" icon and browsing through the hardware profiles. Note that we do need all information about driver versions.


Game play issues

Include all information you can think of, such as username and character name, location, whether the problem has occurred before, etc.


Reimbursement requests

Location (such as station or system names), detailed description of what happened and as exact time details as possible.

Billing & Account issues

Include all information you can think of, such as usernames, character names, email addresses, full name and dates and times of charges in question.


Trouble with filing support petitions

If you run into problems, you can also email support@eve-online.com with your issue.