Recently, our team has been working hard to help combat bots in the companion app Marketplace. As a result, some users have been banned or had their accounts restricted from the marketplace on the app (not in-game). If this includes you, we wanted to offer this FAQ to help give you a sense of what to expect and how to best go about getting the issue resolved.

Q: “My account has been restricted on the app. What should I do?”

A: Submit a ticket with the Support team by clicking on “Support” in the top right-hand corner of your screen. Once you’ve done this, you should receive a confirmation email that gives you the ability to communicate with the Support team directly. Make sure to save this email.

Q: “I’m not using a bot; I’ve just been flipping cards. Is flipping cards against the rules now?”

A: No, flipping cards manually on your own and without the assistance of third-party tools is still fine.

Q: “I submitted a ticket to Support days/weeks ago and still haven’t heard anything.”

A: As of this post, the Support team is working through a backlog of tickets. This means that a response to your issue may take a bit more time, but rest assured they will get back to you. You’re always welcome to use your confirmation email to ask them for an update and they’ll give you one as soon as they can.

Q: “Should I submit another ticket? Maybe they lost the original one?”

A: No. You don’t want to submit more than one ticket per issue. This can seem like a good idea when you’re eager for a response, but in reality, it could add to the backlog, making it potentially take longer for the team to reply to your request. Submit one ticket and use your confirmation email to communicate with Support as needed.

Whenever you communicate with Support, please remember to be respectful. Our team understands the frustration that can accompany these situations and is dedicated to helping everyone as soon as possible.

Is there a common question we didn’t cover here? Feel free to let us know in the replies, and maybe we’ll add it.

Thanks for your patience and support!