2FA MACRO:

Before we make any changes, I just need to ask verification on the account.

Please get back to us with the following:
- Your public IP address(es) (IPv4), which you can find by searching "What is my IP address" in your internet browser; if you use multiple devices, please include all IP addresses
- Date when you created your Epic Games account
- An invoice ID for any Epic Games purchase you made on the account (the Invoice ID begins with the letter "A" and is followed by 8 digits; example: A12345678)
- Locations (city, state/province) where you made purchases on the account
- Original display name for the account
- Last 4 digits of the first payment card used on the account
- Date of your last login
- Names of any PlayStation, Switch, Twitch, or Xbox accounts connected to your Epic Games account and the dates when they were connected

If you no longer have access to the 2FA code, we suggest temporarily disabling it so you can generate new ones.

To disable Two-Factor Authentication (2FA), we also require at least one document related to proof of identity. Please attach an image of one of the following items:

- Passport
- Personal identification
- Recent rent or mortgage statement

Please make sure only your name and address are visible. All other information should be marked out to protect your privacy.
Looking forward to hearing from you.

I understand that these questions can be overwhelming. Just take your time in answering these questions as these are important in securing and verifying the account.

Looking forward to hearing from you.

Nem P.

REFUND MACRO

Hello,

Thank you for sending me the information I have requested. I have some great news for you! I have refunded INSERT GAME as you have requested. Please contact your payment provider for further details on when can you expect your funds to be credited back to you, as this varies between financial institutions.

Thank you for your patience and understanding, and for being a part of our Epic community!

If you have any other questions or issues please do not hesitate to contact us again, we are just one email away after all!

Take care and have a great day.

Nem. P


ACCOUNT INFO + VAO

Hello ,

Welcome to Epic Games Player Support. My name is Nem and I will be your personal support assistant today, it's a pleasure to meet you.

I understand that "                                                                        "

I will gladly try to assist with your request, but I will need your help in doing so.

Due to a large influx of tickets, we are running a little behind, however, we are working hard to increase our engagement with players.

Getting access back to your account is important and I am glad to help you get back in action.

In order to locate your account, please provide the following information:

1. Email address associated with your Epic Games account
2. Current Epic Games account display name
3. First and last names of Epic Games account holder
4. External account currently connected to your Epic Games account, if applicable.
--This includes Google, Facebook, Twitch, PSN, Xbox, and Switch accounts.
--Include the platform AND display name of any external accounts.

Once you have provided the requested information, we shall proceed with the next step.

Looking forward to hearing from you.

Epic regards,

Nem P.

VAO MACRO:

Hello,

Thank you kindly for providing the requested information, I was able to locate your account.

Before we proceed, account ownership must be verified, in order to prevent any malicious behavior to our players or their accounts.

Please provide the following at your earliest convenience:

• Your public IP address(es) (IPv4), which you can find by searching "What is my IP address" in your internet browser; if you use multiple devices, please include all IP addresses
• Date when you created your Epic Games account
• An invoice ID for any Epic Games purchase you made on the account (the Invoice ID begins with an "A," followed by 8 or 9 digits; example: A12345678)
• Locations (city, state/province) where you made purchases on the account
• Original display name for the account
• Last 4 digits of the first payment card used on the account
• Date of your last login
• Names of any PlayStation, Switch, Twitch, or Xbox accounts connected to your Epic Games account and the dates when they were connected

I understand that these questions can be overwhelming. Just take your time in answering these questions as these are important in securing and verifying the account.
If you need assistance with any of the steps, please let me know, and I shall gladly explain how to provide the necessary information.
We're serious about player security, so if we're unable to verify you own the account, we won't be able to make any changes.

Once you provided the requested information, we may proceed with the next step.

Looking forward to hearing from you.

Epic Regards,

Nem. P

PROTECTION MACRO

Our "Account Security Bulletin" will provide tips and guides on how to increase the general security of your account.

"Two Factor Authentication" adds another layer of protection, as it asks for a security code before being able to log into your account.

I highly suggest visiting the provided link, as Two-Factor Authentication has proven as a very capable defensive tool against intruders who wish to gain access to your account.

NOTE MACRO

ISSUE:

ACTION:

ACCOUNT ID:

PII:

If no tag then use: no_tag_available

2FA MACRO

Hi there,

Thank you for contacting Epic Games Player Support. My name is Nem and I will be your personal support HERO today!

I understand your situation, it is alarming seeing multiple outside logins, and potentially losing many hours of hard work.
Your account security is our top concern, as we try to protect you from malicious behaviour.

To further protect your account, I recommend following the link below:

https://www.epicgames.com/fortnite/en-US/news/2fa

Two factor authentication will strengthen your security and will keep those pesky intruders at bay.

If you have any issues in the future, please do not hesitate to reach me, I am just one email away.

Take care and have a great day.

Nem. P

COMPROMISED ACCOUNT NOTE

1. Creation Date: Correct
2. IPv4 Address: Correct
3. Invoice ID: Correct
4. Purchase Locations: Correct
5. Original DN: Correct
6. Credit Card/Paypal: Correct
7. Last Login: Correct
8. External Auths: Correct

ACCOUNT MERGE BLOG

https://www.epicgames.com/fortnite/account-merge/en-US/home

REQUIREMENT NOT MET FOR LINKING MACRO

Greetings Commander,

Welcome to Epic Games Player Support. My name is Nem, and I will be your personal support HERO. I'm sure we'll get along really well.

I completely understand how you feel right now. Waiting for a solution for days, only to bump into another wall. This sure is not a pleasant situation to be in. In order to complete this process, certain requirements have to be met. As you are already aware one of those requirements is that one account must have played on Xbox One or Switch and the other on PS4 before September 28th 2018. Seeing that you haven't played on those consoles, although I would love to assist you myself, kindly note that my hands are tied at this moment.

In order to learn how the account merge feature works, please visit our Account Merge landing page here: https://www.epicgames.com/fortnite/account-merge/home

This may, or may not change in the future. However, information about that will be posted on our social media and official news blog. At this point, I will kindly ask you to keep an eye on those resources, so that if any future announcements regarding this pop up, you will be among first to know. I have taken the liberty and added necessary links for you below:

https://twitter.com/EpicGames
https://www.epicgames.com/fortnite/news


I realize that this is not the answer you were looking for, but I hope you will understand the situation both you and I are in. If you have any other inquiries, a simple reply will suffice, and I will be with you as soon as your message reaches me.

Kind Regards,
Nem. P

COSMETIC REFUND MACRO

Hi there,

Welcome to Epic Games Player Support.My name is Nem and I will be assisting you today, pleasure to meet you.
Due to a large influx of tickets, we are running a little behind, however, we are working hard to increase our engagement with players.

I understand an accidental purchase was made, things like this happen from time to time and that is exactly why we have released the *Self-Service Cosmetic Return* feature which allows you to manage your returns on *cosmetic items*.

The Self-Service Cosmetic Return feature can be found in the *Settings > Account and Content* menu.
Purchases made within the *last 30 days* will be eligible.
You have a *lifetime maximum of three cosmetic returns*.

With that in mind, each and every account is given 3 return tickets to use in such cases and that number is always the same in order to promote fairness, which is actually the philosophy of the game.

If you have no remaining refund credits on your account, I would like to inform you that as support and as the gatekeepers of equality and fairness in the game, we are ineligible to give you extra refunds. As you are a member of our Elite community as well, I am positive that you share the same spirit of sportsmanship.

You may be wondering like I did, why no more tickets are given or why there are not more from the start. If you think about what makes Fortnite such a unique and awesome experience, you will find that one of the reasons is the variety of items and how different they can be. Having many different varieties of items allows us to mix and match them how we want, wear them depending on our mood and most importantly show our uniqueness as players. This is something amazing which you can't easily find in other game experiences!

I am really glad that I was able to share the philosophy behind all of this. I want you to know that you can contact us anytime if you have any other questions or clarifications!

Thank you for being part of this amazing community, and hope you have a wonderful day!

Take care and have an Epic day.

Nem P.


Twitter: https://twitter.com/FortniteGame
Facebook: facebook.com/FortniteGame/
https://www.epicgames.com/fortnite/news

On these websites, there are updates, news, bug fixes, tournament announcements and SO MUCH MORE!
You may even call them treasure chests of information. (I apologize, that was bad)
But please keep and eye on them and who knows, something great might just be around the corner.

Take care and have a great day.

Nem P.

FEEDBACK MACRO

Hello there,

Welcome to Epic Games Player Support. My name is Nem and I will be your personal support assistant today, pleasure to meet you.

Thanks for your feedback! I appreciate your interest in Fortnite and dissatisfaction by our players is noted and reviewed.
The last thing we want, is to disappoint our players, who have contributed so much  to us. Your opinion matters to us.

As you know, Fortnite is currently in Early Access, and work is constantly underway to improve the experience for our players. We remain open to player opinions regarding our efforts.

I recommend posting your thoughts to the Suggestions and Advice Forum:
https://www.epicgames.com/fortnite/forums/suggestions-advice

Not only do the developers keep an eye on these forums, but you will also be able to collaborate further with input from other members of the community. If you have any other questions or concerns, please submit a new ticket and a member of our Player Support team will be in touch as soon as possible.

I'd like to thank you for reaching Epic Games Customer Support and to let you know, that we truly appreciate your feedback regarding Fortnite.

Take care and have a pleasant day.

Nem P.

BUG MACRO

Hello there,

Thank you for contacting Epic Games Player Support. My name is Nem and I will be your personal support assistant today.

We’re sorry you’re experiencing this issue. So we can track and resolve your issue, please submit a bug report in-game. To do so, use the following steps.

1. While playing Fortnite, click the Menu icon in the upper-right
2. Select Feedback
3. Click Bug
4. Enter a description of your issue in the field below.
5. Click Send

This will route your issue directly to our QA team, as well as capture some details from your Fortnite play sessions that may be helpful in any investigation.

We appreciate any bugs submitted, as it helps us towards identifying any existing problems.
It also lets our developers fix those bugs as fast as possible, and any similar issues that might happen in the future.

I'd like to thank you for your genuine interest in Fortnite. Rest assured that we are doing everything we can to provide the best gaming experience for our community.

Take care and have a great day.

Nem P.

FAN POLICY

https://www.epicgames.com/site/en-US/fan-art-policy?sessionInvalidated=true


PSN RESTRICTION MACRO

Thank you for contacting Epic Games Player Support.

We understand that you wish to connect an Epic Games account to the PSN account you currently use. A PSN account can be linked to only one Epic Games account at the moment. This means that if you already have made some progress on your PSN account, it is going to remain connected to the Epic Games account that it is currently associated with.

To play on this platform again, you will need to link the psn that is designated for this account. Please keep in mind (if you are unable to re-link the current psn) that you can still have access to the purchases and progress you have by playing on a different platform for the account.

If you want to play on a new PSN, you will need to do so on a separate Epic Account registered to a different email.

Unfortunately, Epic Support cannot change the psn account that is connected to your account due to security issues. We know this is disappointing and frustrating, but sadly we cannot assist you with this request.

We apologize for the inconvenience and thank you for understanding. Please reach out to us again if you need assistance with your Epic Account. For a new/different problem, please submit a new ticket and we will be happy to assist.

W9 TAX SAC MACRO

Congratulations on being part of our content creator community! I'm afraid Epic Games Player Support is unable to assist you with your request, however, if anything would be needed when processing your payment we'll be reaching out to let you know.



If you have any other issues, problems or questions don't hesitate in letting us know, we would be happy to help in any way we can.



Kind regards,

ESCALATION NOTES:

Issue Summary:

Reason For Escalation:

Account ID(s):

AOV Pass/Fail:

Why did the player pass or fail AOV:

Lead Approved Escalation:

Related Case URL(s):

Troubleshooting:

Proposed Solution:

SAC VERIFICATION NOTE MACRO:

Hello,

Thank you kindly for providing the requested information, I was able to locate your account.

We will be reviewing your Support-A-Creator application further and will contact you when our research is completed, or if we need more information.

Thank you for your patience.

Epic Regards,

Nem P.

Account ID:

Issue Summary: SAC program application

Reason For Escalation: affiliate asking about code or referral link (or sending an application if applicable)

Account ID(s): N/A

AOV Pass/Fail: N/A

Why did the player pass or fail AOV: N/A

Lead Approved Escalation: N/A

Related Case URL(s): N/A

Troubleshooting: N/A

Proposed Solution: N/A


FAILED VAO

Thank you so much for providing the requested information. I completely understand that this verification process can be quite tedious, so I thank you for being such an awesome sport!

I have gone ahead and reviewed your account, I've checked every detail, and I mean every single one to be absolutely positive.
I know that this is not something you wanted to hear, however, the information you have provided does not match our records or there is not a sufficient amount of information provided.

For security reasons, I am unable to inform you which information is incorrect or how much is required to complete the verification and I am sure that you will appreciate the fact that we never disclose personal information about the player's account.

Thank you for your patience and understanding, I wish you a great day.

Epic Regards,

Nem P.

INVOICE MACRO

Hello,



Thank you for contacting Epic Games Player Support! I'm Nem and I will be your personal support agent today.



I understand that you would like to refund your copy of one of our games. I'm happy to look into this for you, but it seems that you've sent me your order ID instead of your invoice ID.



Your invoice ID can be found in the email that you received when you purchased the game, and it only has up to 10 digits, while an order ID has 16. Just to clarify this a bit further, an invoice ID would look something like this: A1234567890



Please send me your invoice ID, so we can proceed to the next step. Thank you!



Kind regards,



 Nem P.

DUPLICATE MACRO

Hello,

Welcome to Epic Games Player Support. My name is Nem and I will be your personal support assistant today, it's a pleasure to meet you.

I see that you are having issues and I would love to try to help, however, it looks like my colleague is currently handling your issue in a different ticket.

It would be great if you could reply to my colleague's email, because by writing the new email you have created a new ticket and my colleague is not able to assist you if you do not reply to their email thread, nor am I able to assist you because you are already being assisted in that email.

Please be so kind to reply to my colleague's email if you need assistance with the same issue. The Conversation ID is #11462504 if you need to find them.

I am now going to close this ticket and any reply to it will reopen it.

If, however, you need assistance with a different issue, I will be more than happy to help. In that case, you may freely reply here and I will gladly assist you.

Thank you for understanding!

Take care and have an Epic day.

Nem P.

EMAIL NOT ARRIVING MACRO:

Hello ,

I see that you still haven't received the verification link I have sent to

Before we proceed, there are a few steps I recommend taking, as they might resolve your issue:

1. Make sure there are no misspellings in either your email address or the domain registered with your Epic Games account.
2. Check your spam folder(s), but I highly suggest checking all the folders in your Inbox.
--If you have marked the epicgames.com domain for spam, or blocked the address, refer to your ISP support page for steps to unblock the address or unmark as spam.
3. Whitelist epicgames.com.
4. Make sure you’re not using a role-based address like webmaster@ or postmaster@ as this can sometimes cause delivery issues. See this article for more information: Is there a list of words/names I can’t use in the email for my Epic Games account? (https://epicgames.helpshift.com/a/epic-accounts/?s=epic-accounts&f=is-there-a-list-of-words-names-i-can-t-use-in-the-email-for-my-epic-games-account&p=all)

If none of these work, please let me know and I will continue my investigation.

I am looking forward to hearing from you.

Epic regards,

Nem P.

SLUG CHANGE REQUEST:

Hello,

Thank you kindly for providing the requested information, I was able to locate your account.

Please be advised that changing your creator's code will result in an immediate loss of all of your supporters and we cannot transition them.

Additionally, your creator's code must be an exact match with your current display name or the name in your social media channel.

If you wish to proceed with the next step, account ownership must be verified, in order to prevent any malicious behavior to our players or their accounts.

I have sent a verification email to the email address associated with your Epic Games account. Please search your entire inbox, especially the junk/spam folders.

Once you have verified using the link inside the email, please let me know and we may continue.

Looking forward to your reply.

Epic Regards,

Nem P.

https://epicgames.helpshift.com/admin/issue/12700880/