World of Warcraft Europe -> Info -> Game Master F.A.Q.

1. What a GM can do and what a GM can't do

Who are the Game Masters?
Game Masters (GMs) are Blizzard Entertainment employees who are available in-game to assist you with any questions or problems which you encounter in the course of your adventures.

What a GM can do:
A GM can assist you if you encounter in-game issues such as:

You are stuck in the environment and you can't move
A quest seems to be bugged
Your corpse is under the world and you are unable to resurrect yourself

Also, do not hesitate to contact a GM if you meet players whose name is against the Naming Policy, or in cases of Harassment or Scamming.

What a GM can't do:
We do understand that it might be tempting, but please note that the GMs won't be able to reveal any information about how to solve a quest, about upcoming patches developers are working on, or any other sensitive issues.
Please note that they also will not be able to help you in cases of technical issues such as a password change, graphics card issue, or any other general technical problem. If you encounter such a situation, please contact our Technical Support team.

How can I contact a Game Master?
The GM teams are available in-game 7 days a week, 24 hours a day.
To contact a GM, please log into the game and:

Press the "Help request" button.
Choose the "Page a GM" option.
Choose the issue type (Stuck/Harassment/Other Issues).
Enter a description of the issue.
Press the "Submit" button.

How to submit a good request?
So as to enable us to offer the highest quality service, the Game Master team ask you to follow the steps below when requesting help in-game :

Carefully read the descriptions of each category before selecting the category which best describes the problem you wish to report.
When filling out your “Help Request”, please try and be as accurate as possible when describing the problem you have encountered.
Always indicate the name of the quest/object/spell or creature involved. Following this, describe in detail the problem encountered. E.g.: “I have a problem with the quest “Counterattack!”, the centaur chief does not appear”.

An accurate description of the problem you have encountered, containing all the pertinent information, will considerably improve the speed with which your problem will be resolved. Avoid messages like “Help!!!”, without any supplementary information.

How will I be contacted after my request submission?
Once your ticket has been completed, a Game Master will contact you, either privately in-game with a /whisper, or via email. To reply to an in-game whisper, you simply need to press “r” and type your message.
If you log into the game and see that your request has been closed, be sure to check the email address you submitted while creating your World of Warcraft account.

Having a Problem with your Account?
If you are experiencing problems due to an account ban, suspension, or compromised account, please contact: WoWAccountReviewEU@blizzard.com.

If you have a concern about a GM
If you have any concerns about a GM, please let us know by emailing WoWConcernsEU@blizzard.com.

How do I know someone is a Game Master?
GMs will always identify themselves when contacting a player about an issue.
They can be identified by the <GM> tag before their names in chat. Example:
<GM> Junco whispers: Hello

2. Basic In-Game tips for bugs

Basic In-Game tips for bugs
In case you encounter an issue playing World of Warcraft, you can try the following process to try to solve your issue:

log out the game and log back in
Exit the game client and remove the folders WDB, WTF and Interface from your WoW directory then log back in

Most of the time, these two things will solve the issue you encounter. If after attempting this, you find you are still facing an issue, please contact a Game Master in-game via the “Help Request” button

Chat-channel problems:
Certain players have been unable to use the General channel, or any other channel, recently. This phenomenon, which is usually restricted to a particular area, can be resolved by using the following commands:

/leave General
/join General

This resolution should be repeated several times if it does not resolve the problem on the first occasion. If the problem persists, exit the game client and delete the WDB, WTF and Interface folders in your World of Warcraft folder.

PvP: Repeatedly being killed or corpse-camped on a PvP Realm
The PvP Realms permit these types of actions and so you should not contact a Game Master about this, unless you feel you are being harassed in some other way.

Other Issues?
Information about other issues can be found in the In-Game Knowledge Base. In addition you can contact a Game Master through the In-Game Customer Support forum.

3. In-Game policies you must respect in World of Warcraft

We want you to have the best possible experience playing World of Warcraft. To ensure that this is the case; our rules have to be followed by all. Please read below the rules which apply to Naming, Harassment and the PvP Realms.

Naming Policy
Your choice of a character name is a very important first step that you must make in the World of Warcraft. To start you off on the right foot, we have created some guidelines to assist you in determining if your chosen name is appropriate.

Harassment Policy
To ensure your time spent in World of Warcraft is safe and enjoyable, we have broken down what types of language and behaviour are inappropriate and the penalties associated with each type of infraction. If the language you wish to use is generally not acceptable in the real world, there is a good chance that it will not be welcomed in the World of Warcraft either.

PvP Realm Policy
The PvP Realms are designed to allow open combat between members of the Horde and the Alliance. As such, players on these Realms have a greater ability to resolve issues on their own. As a consequence, GMs take a more hands-off approach to player disputes between members of opposing factions on the PvP Realms.

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