Since the release of EVE Online: Ascension, we have seen a significant increase in support ticket load due to a couple of issues with the rollout of new account security features. This has resulted in longer than average waiting times for responses to support queries.
This has also been compounded by requests from a large number of pilots who are looking to recover accounts that have not been accessed for some time, and from those who have had issues verifying their email addresses.
We would like to reassure all pilots that our Customer Support team is working hard, with extra staff on hand, to assist with resolving these cases. We hope to have a response to every affected pilot as soon as possible, as well as a resolution to any issues they may be encountering.
In addition to this, we would like to reassure all pilots who currently have paid Omega time remaining on accounts they can’t access, that any missed Omega time will be reimbursed in full once they can log into their accounts again.
If any of our pilots are having issues with the delivery of email address verification mails, or find that their email is regarded as invalid in account management, they should contact our Customer Support team by filing a support ticket, and one of our friendly Game Masters will assist as soon as possible. To further reduce potential issues with email delivery please add email@example.com to your address book, trusted senders list, or safe contacts list.
We are aware that there has been some confusion surrounding email verification, account security challenges and two factor authentication, and we apologize for any inconvenience that unclear messaging has caused.
We will have a Dev Blog ready for release tomorrow that details the new security features that have arrived with EVE Online: Ascension, which will hopefully clear up any confusion that pilots may be experiencing.
In the meantime, if you are experiencing issues, please head on over to our Help Center and take a look at the prepared articles from our Customer Support team to see if they can assist in resolving your problem. If the Help Center isn’t able to assist you with independent resolution, then feel free to file a ticket and our Customer Support team will be happy to help.
For reference, here are a few articles relevant to current issues players are experiencing, and a few that provide more information on security features:
Creating & Validating A New Account
Email Verification For Existing Accounts
Existing Account Recovery
Two Factor Authentication
Ascension Known Issues & Solutions