Action(s) Taken/Troubleshooting Performed: 

• UNO:

• Following NF-1551, sent 2fa codes

Info. Requested from Player (if applicable):  n/a

Related Cases (if applicable):  n/a

Approved By (if applicable):  n/a

-

Bonjour ,

Je m'appelle Alma et je travaille au service d'assistance d'Activision. Je suis très heureuse de pouvoir vous aider aujourd'hui. Je comprends que vous avez des problèmes avec l'authentification à deux facteurs, mais ne vous inquiétez pas, je vais vous aider.

J'ai le plaisir de vous informer que je vous envoie les codes de sauvegarde à l'adresse électronique que vous avez indiquée dans votre compte Activision. Ces codes vous permettront de compléter le processus d'authentification à deux facteurs. Veuillez surveiller votre boîte de réception et votre dossier de courrier indésirable. Assurez-vous d'entrer les codes de sauvegarde en suivant les étapes suivantes :

1. Allez sur http://activision.com et entrez votre adresse e-mail et le mot de passe pour vous connecter au site Web.

2. Quand il leur est demandé de fournir un code d'authentification à deux facteurs, il faut cliquer sur le lien "Besoin d'aide ?" juste en dessous de la boîte de l'authentification à deux facteurs.

3. En cliquant sur le lien "Besoin d'aide ?", une nouvelle boîte de texte s'ouvrira, dans laquelle les joueurs pourront introduire un code de sauvegarde.

En cas de problèmes, vous pourrez trouver ces codes de sauvegarde dans votre courrier électronique. Utilisez les mots clés "backup" ou "Activision" dans la barre de recherche de votre courrier électronique.

Si vous avez d'autres questions ou préoccupations concernant la procédure, je me ferai un plaisir de vous aider. Je me réjouis d'avoir de vos nouvelles et vous souhaite une bonne journée !

(#2FA) (backup codes)

• Effacez le cache et les cookies de votre navigateur et réessayez.

• Effacez les cookies de profile.callofduty.comet réessayez.

• Si le problème persiste, essayez d'utiliser une page incognito.

• Essayez d'utiliser un autre appareil.

• Essayez de vous connecter à partir de https://www.callofduty.com/ et https://support.activision.com/ .

• Vous pouvez également essayer d'utiliser différents navigateurs tels que Chrome, Opera, Firefox, Safari, etc.

• Si possible, essayez de changer de réseau, par exemple de données mobiles.

• Si cela ne fonctionne toujours pas, essayez de changer votre mot de passe.

Si cela ne fonctionne pas, je peux essayer de réinitialiser votre 2FA afin que vous puissiez vous connecter puis réinitialiser ; si vous êtes d'accord, envoyez-moi une vidéo de la procédure en tapant vos codes de sauvegarde afin que je puisse visualiser l'erreur que vous obtenez, s'il vous plaît. Vous pouvez la joindre au dossier au format MP4 ou la télécharger sur YouTube au format caché et nous envoyer le lien ici.

Si vous avez d'autres questions ou préoccupations concernant la procédure, je suis à votre disposition pour vous aider

Do not arrive → Following Email Quarantine Process

Merci pour votre réponse et pour la mise à jour.

J'ai essayé de résoudre le problème de notre côté, mais pouvez-vous réessayer, s'il vous plaît ?

Si vous avez d'autres questions concernant la procédure, je serai là pour vous aider. Je me réjouis d'avoir de vos nouvelles et j'espère que vous passerez une bonne journée !

(#2FA) (backup codes)

Si vous avez d'autres questions sur le processus, je serai là pour vous aider et j'espère que vous passerez une bonne journée !

(#2FA) (Battlenet) (Bnet)

(Verification codes) (Did not receive the backup codes after resend them) (backup codes)

Je suis désolé d'apprendre que le problème persiste, mais permettez-moi de vous aider à trouver une solution possible. Veuillez suivre les étapes suivantes pour résoudre le problème :

• Essayez de vider le cache et les cookies de votre navigateur et réessayez.

• Effacez les cookies de profile.callofduty.com et réessayez.

• Si le problème persiste, essayez d'utiliser une page incognito.

• Essayez d'utiliser un autre appareil.

• Essayez d'utiliser une autre adresse électronique

• Vérifiez votre liste de contacts bloqués et assurez-vous qu'aucun domaine Call of Duty/ATVI n'y figure.

• Vérifiez votre dossier Spam.

• Essayez de vous connecter à partir de https://www.callofduty.com/ et https://support.activision.com/.

• Vous pouvez également essayer d'utiliser différents navigateurs tels que Chrome, Opera, Firefox, Safari, etc.

• Si possible, essayez de changer de réseau, par exemple pour les données mobiles.

• Si cela ne fonctionne toujours pas, essayez de changer votre mot de passe.

Si, après avoir suivi ces étapes, le problème persiste, pourriez-vous m'envoyer une autre adresse électronique que nous pourrions utiliser sur le compte pour vérifier si vous obtenez le code et pour quel processus vous avez besoin du code de vérification (processus de déconnexion ou changement d'adresse électronique) ?

N'hésitez pas à nous contacter dès que vous aurez ces informations. Si vous avez d'autres questions sur le processus, je serai là pour vous aider et j'espère que vous passerez une bonne journée !

(Verification codes)

Je m'appelle Alma et je travaille pour le service d'assistance d'Activision. Je suis heureux de pouvoir vous aider à résoudre votre problème aujourd'hui. // Merci pour votre réponse et pour la mise à jour.

Je comprends que vous souhaitiez dissocier l'un de vos comptes. Soyez assuré que je ferai de mon mieux pour vous aider. Pour ce faire, veuillez m'aider avec les détails suivants :

1. Quelle est la raison détaillée pour laquelle vous souhaitez dissocier le compte ? Si vous souhaitez lier votre compte de première partie (Battle.net, Steam, Xbox, PlayStation) à un autre compte Activision, veuillez me fournir l'adresse électronique du compte en question :

2. Pourriez-vous me dire si vous obtenez un message d'erreur lorsque vous essayez de le dissocier manuellement ? Si oui, pourriez-vous m'envoyer une image ou une courte vidéo de l'erreur présentée ? Vous pouvez la joindre au dossier au format MP4 ou la télécharger sur YouTube au format caché et nous envoyer le lien ici.

*Tenez compte du fait que le choix de lier un compte de plateforme à un autre compte Activision / CoD n'entraînera pas le report de la progression, comme indiqué dans la section 2 de l'article Cross-play and Cross-Progression : https://support.activision.com/modern-warfare-iii/articles/crossplay-and-cross-progression-in-modern-warfare-iii

Important: Please confirm that you agree with these terms and conditions.

I will wait for your response, thanks in advance for your help. If you have any other questions about the process, I will be here to help you, I look forward to hearing from you, and I hope you have a great day!

→ Crossplay and Cross-Progression in Call of Duty: Modern Warfare

https://support.activision.com/modern-warfare/articles/crossplay-and-cross-progression-in-call-of-duty-modern-warfare

→ Crossplay and Cross-Progression in Call of Duty: Black Ops Cold War

https://support.activision.com/black-ops-cold-war/articles/crossplay-and-cross-progression-in-black-ops-cold-war

→Crossplay and Cross-Progression in Call of Duty: Modern Warfare III: https://support.activision.com/modern-warfare-iii/articles/crossplay-and-cross-progression-in-modern-warfare-iii

(Unlink) (Verification codes) (2FA)

Je suis heureux de vous informer que j'ai dissocié le compte, veuillez suivre les étapes suivantes afin de lier le compte correct :

• Ouvrez une nouvelle page incognito dans votre navigateur.

• Sur votre ordinateur, fermez toutes les pages liées à Activision ou Call of Duty.

• Allez sur callofduty.com

• Connectez-vous en utilisant l'adresse e-mail et non la plateforme (c'est très important).

• Allez dans Profil> Lien vers le compte et cliquez sur Lien vers votre compte.

• Un code de vérification unique sera envoyé à votre adresse e-mail.

Une fois que vous aurez saisi le code de vérification, vous devrez aller sur Liaison de compte et cliquer sur lier votre compte une fois de plus.

Et voilà, vous êtes prêt. Merci de nous avoir contactés !

(Unlink)

Merci pour votre réponse et pour la mise à jour.

Malheureusement, votre compte ne peut être dissocié qu'une fois tous les douze mois. Par conséquent, nous ne serons pas en mesure de poursuivre l'assistance et nous procéderons à la résolution de cette interaction. Nous apprécions votre compréhension.

Merci beaucoup d'avoir contacté le support d'Activision, je vous souhaite une bonne journée !

(Unlink)

Merci de nous avoir contactés. Je m'appelle Alma, et je travaille pour le support d'Activision. Il est regrettable d'apprendre que votre compte a pu être compromis. Mais ne vous inquiétez pas ; je ferai de mon mieux pour vous aider et vous recommander des solutions possibles à cette situation.

Nous allons procéder à un CAR (Compromised Account Report). Vous allez utiliser le lien suivant : https://support.activision.com/account-recovery, et je vous guiderai à chaque étape pour que vous puissiez le remplir correctement. Alors, s'il vous plaît, lisez attentivement et suivez les instructions.

• Vous allez créer un nouveau compte Activision, qui sera un compte temporaire. Ne l'utilisez pas pour jouer, car il s'agit simplement de récupérer votre compte principal. Les comptes temporaires sont désactivés après la résolution de l'affaire, et tous les progrès et achats effectués dans le jeu seront perdus.

• Une fois connecté à votre compte temporaire Activision, des zones de texte s'afficheront, dans lesquelles vous devrez écrire "Old Account Email Address" (adresse électronique de l'ancien compte). Inscrivez celle-ci : ______, et continuez à remplir toutes les informations demandées.

• Une fois que vous arrivez à la zone de texte "Détails supplémentaires", copiez et collez ce qui suit : "Pour référence, consultez le cas ______.". À ce stade, vous pouvez ajouter d'autres détails sur ce qui est arrivé à votre compte (celui qui a été compromis).

• Cliquez sur [SOUMETTRE].
  

Une fois la demande soumise, vous recevrez un numéro CAR qui commence par 58XXXXXXX.

Je dois vous informer que ce processus comporte de nombreuses étapes, à commencer par la validation de la propriété du compte et de tous les comptes liés. Une fois la validation terminée, nous commencerons à restaurer les comptes liés au compte Activision d'origine.

Au cours de ce processus, il est possible que nous ayons besoin de détails ou d'informations supplémentaires. Soyez donc attentif à toute correspondance que vous recevrez de l'équipe d'assistance d'Activision. Une fois votre compte restauré, vous recevrez un e-mail contenant des instructions sur la manière de réinitialiser votre mot de passe et des conseils sur la manière de sécuriser votre compte.

Nous vous remercions pour le temps que vous avez consacré à cette procédure. Si vous avez besoin d'aide supplémentaire, n'hésitez pas à créer un nouveau ticket et nous nous ferons un plaisir de vous aider.


Merci d'avoir contacté Activision, passez une bonne journée !

(CAR Full compromised) (Account Recovery)

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

It's quite unfortunate to hear that your account could be compromised. But, please, don’t worry; I will do my best to assist you and recommend possible solutions for this situation.

We are going to fill out a CAR (Compromised Account Report). You're going to use the following link: https://support.activision.com/account-recovery, and I'll guide you every step of the way on how to fill it out correctly. So, please, read carefully and follow the instructions.

1. Once logged in to your Activision account; text boxes will be displayed, in which you will have to write "Original Email Address". Write this one: ______, and continue to fill in all the requested information.

2. Once you get to the “Additional Details” text box, copy, and paste the following: “For reference, check the case ______.”. At this point, you can add more details about what happened to your account (the one that got compromised).

3. Press on [SUBMIT].

4. After the request is submitted, you will receive a CAR number that starts with 58XXXXXXX.

I must advise you, this process involves a lot of steps, it starts with the validation of the account property and all linked accounts. Once the validation is complete, we will begin to restore the linked accounts to the original Activision account.

During this process, it is possible that we need additional details or information, so please be alert to any correspondence you get from the Activision Support team.

Once your account is restored, you will get an e-mail with instructions on how to reset your password and some advice on how to keep your account safe.

Thanks for the time invested in this process. If you need additional assistance, please feel free to create a new ticket and we’ll be happy to help you.

Thank you for contacting Activision, have a great day!

(CAR Partial Compromised) (Account Recovery)

• L'adresse e-mail que vous souhaitez utiliser (elle ne peut pas être liée à un autre compte Activision) ?

• Votre solde actuel de COD Points ?

(Email change) (Verification codes) (2FA)

----

Do not require account verification
The only valid Email Change Request scenario that does not require Account Verification is when a typo is present in the domain name (Gnail, yahoo.con, etc.).

Une fois qu'ils vous auront aidé, j'ai besoin que vous me donniez les informations suivantes :

• L'adresse e-mail que vous souhaitez utiliser (elle ne peut pas être liée à un autre compte Activision) ?

• Pourriez-vous, s'il vous plaît, partager avec moi une capture d'écran de la conversation avec l'équipe d'assistance par e-mail ?

(Email change) (Hacked email)

----

Do not require account verification
The only valid Email Change Request scenario that does not require Account Verification is when a typo is present in the domain name (Gnail, yahoo.con, etc.).

Malheureusement, dans ce cas, nous ne pourrons pas répondre à votre demande de modification de votre email.

Nous apprécions que vous ayez contacté le service client. Vous pouvez toujours jouer à nos jeux et vous pouvez toujours vous connecter à votre compte Activision si vous avez des comptes qui y sont liés. Pour vous connecter à votre compte, sélectionnez un type de compte lié sur la page de connexion du compte Activision, puis connectez-vous à votre compte lié : https://s.activision.com/activision/login.

-

Failed verification

Comme vous ne pouvez pas accéder à l'adresse e-mail de ce compte Activision, nous ne pouvons pas vérifier que vous êtes bien le propriétaire du compte. Seuls les propriétaires de comptes vérifiés peuvent demander des modifications des détails du compte pour des raisons de confidentialité et de sécurité.

Vous pouvez toujours jouer à nos jeux et vous connecter au compte Activision si vous avez des comptes liés à celui-ci. Pour vous connecter à votre compte, sélectionnez un type de compte lié sur la page de connexion du compte Activision, puis connectez-vous à votre compte lié : https://s.activision.com/activision/login.

(Email change)

Bonne nouvelle ! J'ai changé votre adresse e-mail pour (nouvelle adresse e-mail) !

-----

(Agent sets Case Status to Resolved after sending message)

(Email change)

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I'm really sorry but unfortunately you can only change your name with the use of a rename token. I wish there was an option to add those tokens or change your ID from our side, but we are unable to change the ID or grant you any additional tokens.

Keep in mind that Username Change Tokens are distributed to eligible accounts every six months, please see https://support.activision.com/modern-warfare-ii/articles/modern-warfare-ii-in-game-account-registration for more information.

Keep in mind that if in the future you will need our help again, feel free to create a new case.

Thank you for contacting Activision, have a great day!

(Rename tokens)

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I am so sorry you are having to go through this, Username Change Tokens are distributed to eligible accounts every six months, please see https://support.activision.com/modern-warfare-ii/articles/modern-warfare-ii-in-game-account-registration for more information. That said, I can forward your case to our senior team for further investigation, but I cannot assure you that this means that your Activision ID will be changed.

To proceed please send me the Activision ID you wish to use.

Also, please keep in mind that we at Activision value your opinion, our main mission is to ensure the best experience and this implies doing everything possible to get the best result for our players, thank you for sharing with us your opinion about the game. As Activision Support, we don't deal with the design or development of the game, but I encourage you to send us your feedback on this: https://support.activision.com/feedback-and-bug-report?1=-feedback

I know this may not seem like the best way to go, but I assure you that the Studio takes feedback submitted through this link very seriously. In fact, most of the changes you see in the game come from feedback from our players. I thank you in advance for your submission and for your understanding in this regard.

We appreciate your understanding. If you have any other questions or concerns about the process, I will be happy to help you.

I look forward to hearing from you and hope you have a great day!

(Rename tokens)

Hi ,

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I am sorry to hear that your name has been changed, I will escalate your case to our senior team for further investigation, however please note that this does not mean it will be changed back to what it was; that said, please send me the following information:

• Original Username
  

• Original Clan Tag

• Current Username

• Current Clan Tag

• Approximate Date Changed

Note: If you did not have or do not have a previous or current clan just state that you do not have one.

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you!

(Rename tokens) (Name changed)

Hi ,

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I am sorry to hear that your name has been changed. I investigated your account and found that your username was not allowed based on the game’s content filters. When this happens, the account will be randomly renamed, and I'm unable to change it. Please refer to the Call of Duty Security & Enforcement Policy for more information about account renaming: https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

If you need further assistance, please feel free to create a new ticket and we will be happy to help.

Thank you for contacting Activision!

(Rename tokens) (name changed)

Thank you for your reply and for the update. 
I've tried to solve the problem from our side, but can you try again, please?

If you have any other questions about the process, I'll be here to help. I look forward to hearing from you and hope you have a great day!

If the issue persists after quarantine process

Hello,

Thank you for your reply and for the update. Please try the following steps to fix this:

• Try Clear cache and cookies on your browser and try again.

• Clear cookies for profile.callofduty.comand try again.

• If the issue persists, try to use an incognito page.

• Try to use a different device.

• Try to use a different email address

• Check your blocked contacts list, and ensure no Call of Duty/ATVI domains are on this list.

• Check your Spam folder.

• Try to log in from https://www.callofduty.com/ and https://support.activision.com/.

• You can also try using different browsers such as Chrome, Opera, Firefox, Safari, etc.

• If possible, try switching networks such as mobile data.

• If this still does not work, try changing your password.

If after following these steps the issue persists, could you please send me an alternative email address we could use on the account to check if you get the codes?

Feel free to contact us back with the information, as soon as you have it. If you have any other questions about the process, I will be here to help you and I hope you have a great day!

Backup codes (CODM) (Mobile)

Unlink (CODM) (Mobile)

If the e-mail address is similar

Escalate the case according the training deck, due to it is a CODM case.

Add this to your internal note: 
T2 expectations: Escalating according the training deck, due to it is a CODM case
Hi team, could you verify if we can proceed with the email change?

Once changed (if the COD points are checked correctly)

Thank you for your reply and for the update. 

Good news! I’ve updated your email address to (new email), so you should be all set. 

Please reach out to us if you need assistance with anything else.

(Agent sets Case Status to Resolved after sending message)

---------

If the e-mail address is different

Hi, 

Thank you for your reply and for the update. 

Thank you for the information provided before. Since you don't have access to the email address on this Activision account, we're unable to verify that you're the owner of the account. Only verified account owners can request changes to account details due to privacy and security concerns, so we will need to close your case.

You can still play our games, and you can still log in to the Activision account if you have any accounts linked to it. To log in to your account, select a linked account type on the Activision account login page, then log in to your linked account: https://s.activision.com/activision/login.

Keep in mind that if in the future you will need our help again, feel free to create a new case.
Thank you for contacting Activision, have a great day!

Backup codes (CODM) (Mobile)

• Device model:

• OS version:

• In-game name:

• Player ID (How to find player ID > Settings> Legal and privacy):

• Are you using Activision's version or Garena's version?

• UID:

• Approximate date in which you noticed you could possibly be compromised.

• Region in which you created their account.

• Visual reference showing your settings page, showing your full player ID and the linked accounts at the top right corner.

• List of social accounts that you do not recognize.

If you have any other questions about the process, I will be here to help you and I hope you have a great day!

Once the player has sent this to us, we escalate

Hi ,

Thank you for your reply and for the update. 
For cases like this, I need to take your case to a higher level so they can investigate, once we have an update we’ll let you know. For your reference, this is your case number: ___.

I’m afraid there is no estimated time, my apologies, we will do our best to solve your problem as soon as possible, thank you in advance for your understanding.
If you have any other questions about the process, I will be here to help you and I hope you have a great day!

If the player returns while still escalated

Hi ,

Thank you for your reply and for the update. 
I realize how upsetting this must be. Our senior team are still working on the case and when we have an update we will send them to you.

If you have any other questions about the process, I will be here to help you and I hope you have a great day!

Compromised CAR (CODM) (Mobile) (rename tokens) (other acconts) (link)

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I'm really sorry but unfortunately you can only change your name with the use of a rename token and remember that you can buy them from the in-game store. I wish there was an option to add those tokens or change your ID from our side, but we are unable to change the ID or grant you any additional tokens.

Keep in mind that if in the future you will need our help again, feel free to create a new case.

Thank you for contacting Activision, have a great day!

If the player mentions that he is being harassed by name

Hi ,

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I am so sorry you are having to go through this; you can purchase a rename token from the in-game store. That said, I can forward your case to our senior team for further investigation, but I cannot assure you that this means that your Nickname will be changed. To proceed please send me the Nickname you wish to use.

Also, please keep in mind that we at Activision value your opinion, our main mission is to ensure the best experience and this implies doing everything possible to get the best result for our players, thank you for sharing with us your opinion about the game. As Activision Support, we don't deal with the design or development of the game, but I encourage you to send us your feedback on this: https://support.activision.com/feedback-and-bug-report?1=-feedback

I know this may not seem like the best way to go, but I assure you that the Studio takes feedback submitted through this link very seriously. In fact, most of the changes you see in the game come from feedback from our players. I thank you in advance for your submission and for your understanding in this regard.

We appreciate your understanding. If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Rename tokens (CODM) (Player tag)

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I understand that you need (Paraphrase what the player wants)| I'm sorry to hear that you have problems with (paraphrase what the player has problems with). I will be more than glad to look into this issue you are having, please give me a hand with trying to clear cache on your console?

1. Turn off your Xbox One.

2. Once the indicator lights on the front of the Xbox One and the console's power brick are off, unplug the power brick from the back of your console.

3. Wait at least 1 minute.

4. Plug the power brick back into your Xbox One and turn it on.

After completing these steps please reboot your Xbox.

Secondly, I would like to suggest removing and adding your profile once again. Please be sure that this will not erase any of your data:

1. Press the Xbox button to open the guide.

2. Select System - Settings - Account - Remove accounts.

3. Select the account that you want to remove and then select “Remove to confirm”.

4. When you’re finished, select Close.

5. Proceed to add it again.

Lastly, I would like to recommend that you set your Xbox as the home console.

1. Press the Xbox button to open the guide.

2. Select System > Settings > Personalization, and then select My home Xbox.

3. Select Make this my home Xbox to designate the console as your home Xbox.

4. Let's give it a shot in-game again.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

(Xbox one)

1. Install the game in the internal storage of the console (Internal storage is optimal. If you have the game installed in an external drive a disconnection can occur and data gets corrupted affecting the game).

1. Delete and reinstall add-ons (Do not play while installing)

2. Delete the game and add-ons and reinstall both game and add-ons from the library (Do not play while installing)

How to find Add-Ons:

1. Make sure the game is highlighted, but don't open it.

2. Please press the menu button and hit on Manage Game and Add-Ons.

3. Click on that one and look for the option ready to install. Make sure all Add-ons are installed.

4. Open the game and check.

5. There's an official Xbox link: https://support.xbox.com/en-US/help/games-apps/my-games-apps/view-downloadable-content

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

(Xbox one)

Thank you for your reply and for the update. 
Please give me a hand with the following steps:
Clear your MAC Address:

• Press the Xbox button.

• Open Settings.

• Go to Network and select Network settings.

• Select Advanced settings.

• Select Alternate MAC Address.

• Select Clear.

• Select Restart.

Please disable HDR in your Xbox console settings: Navigate to “Profile & system > Settings > General > TV & display options”. Under the Advanced column, choose Video modes and uncheck the option to “Allow HDR10”.

Disable "On-Demand Texture Streaming":

• Go to your settings

• Select the Graphics tab

• Scroll down to “On-Demand Texture Streaming” and press select

• This will bring up the texture streaming options, you want to go ahead and turn off the first option

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

(Xbox one)

• On the Xbox dashboard, please press the "Menu" button on the Call of Duty game tile you are experiencing the issue with.

• Click on "Manage Games and Add-One".

• Proceed down to "Save Data".

• Click on "Delete All".

(Please note, this will only affect campaign progress, and won't affect any online Multiplayer progress. Deleting saved game data is permanent and cannot be undone. Therefore, it is highly recommended that you back up your saved game data to online storage or a USB storage device before deleting it.)

Make sure your console is up to date: https://support.activision.com/modern-warfare-ii/articles/modern-warfare-ii-installation-and-setup
If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

(Xbox one)

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.
I understand that you need (Paraphrase what the player wants)| I'm sorry to hear that you have problems with (paraphrase what the player has problems with). I will be more than glad to look into this issue you are having, please give me a hand with trying to clear cache on your console?

1. Turn off your Xbox Series X|S using the controller or the Power Off button on the console.

2. Unplug the power cable from the back of your Xbox Series X|S.

3. Wait at least two minutes.

4. Plug the cable back into your Xbox Series X|S.

5. Turn your Xbox Series X|S back on.

After completing these steps please reboot your Xbox.
Secondly, I would like to suggest removing and adding your profile once again. Please be sure that this will not erase any of your data:

1. Press the Xbox button to open the guide.

2. Select System - Settings - Account - Remove accounts.

3. Select the account that you want to remove and then select “Remove to confirm”.

4. When you’re finished, select Close.

5. Proceed to add it again.

Lastly, I would like to recommend that you set your Xbox as the home console.

1. Press the Xbox button to open the guide.

2. Select System > Settings > Personalization, and then select My home Xbox.

3. Select Make this my home Xbox to designate the console as your home Xbox.

4. Let's give it a shot in-game again.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Xbox Series X/S

1. Install the game in the internal storage of the console (Internal storage is optimal. If you have the game installed in an external drive a disconnection can occur and data gets corrupted affecting the game).

1. Delete and reinstall add-ons (Do not play while installing)

2. Delete the game and add-ons and reinstall both game and add-ons from the library (Do not play while installing)

How to find Add-Ons:

1. Make sure the game is highlighted, but don't open it.

2. Please press the menu button and hit on Manage Game and Add-Ons.

3. Click on that one and look for the option ready to install. Make sure all Add-ons are installed.

4. Open the game and check.

5. There's an official Xbox link: https://support.xbox.com/en-US/help/games-apps/my-games-apps/view-downloadable-content

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Xbox Series X/S

• Press the Xbox button.

• Open Settings.

• Go to Network and select Network settings.

• Select Advanced settings.

• Select Alternate MAC Address.

• Select Clear.

• Select Restart.

Please disable HDR in your Xbox console settings: Navigate to “Profile & system > Settings > General > TV & display options”. Under the Advanced column, choose Video modes and uncheck the option to “Allow HDR10”.

Disable "On-Demand Texture Streaming":

• Go to your settings

• Select the Graphics tab

• Scroll down to “On-Demand Texture Streaming” and press select

• This will bring up the texture streaming options, you want to go ahead and turn off the first option

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Xbox Series X/S

• On the Xbox dashboard, please press the "Menu" button on the Call of Duty game tile you are experiencing the issue with.

• Click on "Manage Games and Add-One".

• Proceed down to "Save Data".

• Click on "Delete All".

(Please note, this will only affect campaign progress, and won't affect any online Multiplayer progress. Deleting saved game data is permanent and cannot be undone. Therefore, it is highly recommended that you back up your saved game data to online storage or a USB storage device before deleting it.)

Make sure your console is up to date: https://support.activision.com/modern-warfare-ii/articles/modern-warfare-ii-installation-and-setup
If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Xbox Series X/S

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I understand that you need (Paraphrase what the player wants)| I'm sorry to hear that you have problems with (paraphrase what the player has problems with). I will be more than glad to look into this issue you are having, please give me a hand with trying to clear cache on your console?

• Turn off your PlayStation 4. Do not enter Rest Mode.

• Once the indicator light on top of your PlayStation 4 is off and has stopped blinking, unplug the power cord from the back of your console.

• Wait at least 30 seconds.

• Plug the power cord back into your PlayStation 4 and turn it on.

Restore licenses

Go to Settings > Account Management > Restore Licenses. Select Restore and wait until the operation has been completed and try accessing your content again.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

PS4 (Playstation4)

------------------

If the problem persist

Hi ,

Thank you for your reply and for the update. 
Please give me a hand with the following steps:

• Rebuild database on PS5 consoles and PS4 consoles:https://www.playstation.com/en-us/support/hardware/safe-mode-playstation/

• Make sure your console is up to date: https://support.activision.com/modern-warfare-ii/articles/modern-warfare-ii-installation-and-setup

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

CE 34878
https://support.activision.com/articles/playstation-error-code-ce-34878-0#:~:text=Most%20often,%20you%20can%20resolve,are%20both%20up%20to%20date .

------------------

If the problem persist: Escalate

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.
I understand that you need (Paraphrase what the player wants)| I'm sorry to hear that you have problems with (paraphrase what the player has problems with). I will be more than glad to look into this issue you are having, please give me a hand with trying to clear cache on your console?

• Fully power down your PlayStation 5. Do not enter Rest Mode.

• Wait for the lights on your PlayStation 5 to turn off completely.

• Unplug the power cord from the back of your PlayStation 5.

• Wait one to two minutes.

• Plug the power cord back into your PlayStation 5.

• Turn your PlayStation 5 back on.

Restore licenses

Go to Settings > Users and Accounts > Other > Restore Licenses.  Select Restore and wait until the operation has been completed, then try accessing your content again.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

PS5 (Playstation5)

------------------

If the problem persist

Hi ,

Thank you for your reply and for the update. 
Please give me a hand with the following steps:

• Rebuild database on PS5 consoles and PS4 consoles:https://www.playstation.com/en-us/support/hardware/safe-mode-playstation/

• Make sure your console is up to date: https://support.activision.com/modern-warfare-ii/articles/modern-warfare-ii-installation-and-setup

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

CE 34878
https://support.activision.com/articles/playstation-error-code-ce-34878-0#:~:text=Most%20often,%20you%20can%20resolve,are%20both%20up%20to%20date .

------------------

If the problem persist: Escalate

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.
I understand that you need (Paraphrase what the player wants)| I'm sorry to hear that you have problems with (paraphrase what the player has problems with). I will be more than glad to look into this issue you are having, please give me a hand with trying to clear cache on your platform?

1. Close any open Blizzard programs.

2. Press Ctrl+Shift+Esc to open the Task Manager.

3. Select the Processes tab.

4. If agent.exe is running—or Blizzard Update Agent in Windows 10—highlight it then select End Process.

5. Navigate to the folder containing the cache directory:

   • Press Windows Key+R to open the Run dialogue.

   • Type %ProgramData% into the Run field and press Enter.

6. If a Blizzard Entertainment folder exists in the directory, right-click it and select Delete.

7. Restart the http://Battle.net desktop app and relaunch the game.

Scan and repair:

1. Open the http://Battle.net desktop app.

2. Click the icon of the game you are trying to repair.

3. Click the cogwheel next to the Play button and select Scan and Repair.

4. Click Begin Scan.

5. Wait for the repair to finish.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Battle.net

Thank you for your reply and for the update. 
Please give me a hand with the following steps:

Closing Background Applications

Third-party programs running in the background can interfere with our games. Follow the steps below to temporarily disable these programs and eliminate them as the source of the problem.

--------------

Windows® 10/11

Before trying the steps below, close unnecessary programs and restart your computer.

Identify Problematic Startup Items

1. Press Ctrl+Shift+Esc to open the Task Manager.

2. Click More Details.

3. Select the Startup tab.

4. Right-click on each item and select Disable.

5. Restart the computer.

If this resolves the issue, enable the startup application one at a time to determine which one is causing the problem. You will need to restart between each application you enable.

Note: To re-enable startup applications, follow steps 1-4 and select Enable.

--------------

Mac®

Temporarily Disabling Login Items

1. Restart the computer.

2. If you see the login window: Hold Shift, click the Log In button, then release Shift when you see the Dock.

3. If you don’t see the login window: Start your computer, hold down Shift when you see the progress bar in the startup window, then release Shift after your Blizzard http://Battle.net desktop appears.

--------------

Identifying Problematic Login Items
If you want to identify the problematic login item, follow these steps:

1. Open System Preferences and click Users & Groups.

2. Click your account’s name, then click Login Items.
   Note: Make a list of the login items—you’ll need to remember them later.

3. Select all items and click Delete (-).

4. Restart your computer.

5. Open Users & Groups again and add the login items one at a time, restarting your computer after each one, until the issue occurs again.

When you’ve found the problematic item, repeat steps 1-3 but only delete the problematic item. Contact the manufacturer for further assistance.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Battle.net

--------------

If issue persists: escalate

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I understand that you need (Paraphrase what the player wants)| I'm sorry to hear that you have problems with (paraphrase what the player has problems with). I will be more than glad to look into this issue you are having, please give me a hand with trying to clear cache on your platform?

1. Restart your computer and launch Steam

2. Next, you can either right click the game in your Library, or click the gear icon from thegame's Library page on the far right

3. From the drop down menu, select Properties...

4. Select the Installed Files tab and click the Verify integrity of game files Button

5. Steam will verify the game's files - this process may take several minutes

Important: One or more files may fail to verify.
This is normal for most Steam games. The filesthat fail to verify are local configuration filesthat should not be replaced as part of this process. You can safely ignore this message.

Warning: Do not run the verification process while performing other system-intensive processes, such as defragmenting your hard drive or scanning for viruses.
Do not run this process for multiple games at the same time.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Steam

• For Comodo users: Select Settings → Advanced Protection → Miscellaneous → Detect Shell Code Injections [Exclusion] and add the entire Call of Duty: Modern Warfare II game folder to the exclusion list.

• For BullGuard users: Select Settings → Main and uncheck Self protection.

Crashing on Startup or In-game

• Confirm the video card drivers are up to date.

• Verify the PC isn’t running on an old version of Windows 10, Win7 or Win8.

• Check if the player is running any Antivirus other than Windows Defender. If so, recommend they try whitelisting COD: Modern Warfare II in their Antivirus software. 

• Try a file integrity check in Battle.net or Steam.

• Try a fresh install and reboot.

Crash During Shader Pre-load or Initial Loading Screen

• Advanced: Ask for them to clear their shaders and retry.

  • Delete Players folder here:  %userprofile%\Documents\Call of Duty

  • Run Disk Cleanup > C: > Check "DirectX Shader Cache" > OK

Recommend a clean boot and only start up with the bare minimum programs: 

How to perform a clean boot in Windows https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

• If the game doesn't start and the player has disabled ASLR on Windows, re-enable it.

Recommend the player disable NZXT CAM, MSI Afterburner, and Razer Cortex

Grab Attachments using the ReportCodBug.exe tool

• Make sure the game is not running and double click on the ReportCodBug.exe in the install folder and send through the resulting zip file. It will be written in here: %userprofile%\documents as COD Bug Report.zip

• If the game crashes on boot, there might not be a crashdump file in the COD Bug Report.zip.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Steam

--------------

If issue persists: escalate

Reboot your device.

• Press and hold the power button for a few seconds.

• Touch Shut Down or Restart on the screen. If these options are not available, press and hold the power button until the device reboots.

Update the app

• Open the Play Store/App Store application on your device. (Make sure your account is linked to Facebook or Activision so you don’t lose your progress)

• I touched? at the top of the screen and select My apps & games.

• Find the Call of Duty: Mobile app and tap the Refresh button if available.

Update your device.

• Open the Settings app on your device.

• Depending on your device, open System Update or Software Update.

• Check the status of your update and install all available system updates.

After carrying out these steps, try opening the game again and check. If the problem persists, could you send me the following when you can?

Device Model:

• OS Version:

• Nickname:

• Country:

• Player ID (How to find the player ID > Settings> Legal and privacy):

• UID:

• Are you using the Activision or Garena version?

• When has this issue started -approximate date-?

• Have you made any changes before the issue?

• A short video of the error. You can attach it to the case in MP4 format or upload it to YouTube in hidden format and send us the link here.

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you, and I hope you have a great day!

Once the player has sent this to us, we escalate

Hi,

Thank you for your reply and for the update. 
For cases like this, I need to take your case to a higher level so they can investigate, once we have an update we’ll let you know. For your reference, this is your case number: ___.

I’m afraid there is no estimated time, my apologies, we will do our best to solve your problem as soon as possible, thank you in advance for your understanding.
If you have any other questions about the process, I will be here to help you and I hope you have a great day!

If the player returns while still escalated

Hi ,

Thank you for your reply and for the update. 
I realize how upsetting this must be. Our senior team are still working on the case and when we have an update we will send them to you.

If you have any other questions about the process, I will be here to help you and I hope you have a great day!

CODM (Mobile) (Phone) (Game crashing)

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.
I understand that you need (Paraphrase what the player wants)| I'm sorry to hear that you have problems with (paraphrase what the player has problems with). I will be more than glad to look into this issue you are having, please give me a hand trying the following steps:

• Try a different network (this includes: Hotspot, either wireless or tethering-USB)

• Try a wired and a wireless connection (If you are using wired connection, please try to use a different cable)

• Clear cache (https://support.activision.com/articles/deleting-old-files-from-playstation-4-and-xbox-one-consoles )

• Power cycle: Turn the modem off (at least for 3 minutes) and on again.

• Check if no other devices are connected to the network.

• Clean boot (if you are using a PC)

Once you have done this please try to open the game again. If you notice the issue continues, could you please send me the following when you get a chance?

• Region

• Are you on a public network such as a school or military base?

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Connectivity (basic ts) (troubleshooting)

Thank you for your reply and for the update. 
Thank you for this information, can you please also try the following steps:

• Set a static IP: https://portforward.com/networking/static-ip-windows-10.htm and please send me a picture of the IP you have set.

  • Go to the Home Menu, select Settings.

  • Select Network > Advanced settings > IP settings > Manual.

  • Type in the chosen IP address then select Enter.

  • Type in the Subnet mask. Select Enter.

  • Type in your Gateway. Select Enter.
    NOTE: Your Gateway is the router's internal IP address.

  • Go back to Advanced settings then select Save.

  • After saving the changes, go back to Network settings then select Test network connection. Wait until the test finishes checking your network connection status. An “It’s all good” message will appear when it’s finished.

• Try port forwarding https://portforward.com/ and please send me a picture of the ports you have defined.

  • Ensure that you have proper ports forwarded and have an Open NAT Type: https://support.activision.com/articles/port-forward-and-nat-faq/?q=nat and send me a picture of the NAT you set.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Connectivity (PSN) (Xbox)

• Set a static IP: https://portforward.com/networking/static-ip-windows-10.htm and please send me a picture of the IP you have set.

  • Go to the Home Menu, select Settings.

  • Select Network > Advanced settings > IP settings > Manual.

  • Type in the chosen IP address then select Enter.

  • Type in the Subnet mask. Select Enter.

  • Type in your Gateway. Select Enter.
    NOTE: Your Gateway is the router's internal IP address.

  • Go back to Advanced settings then select Save.

  • After saving the changes, go back to Network settings then select Test network connection. Wait until the test finishes checking your network connection status. An “It’s all good” message will appear when it’s finished.

• Try port forwarding https://portforward.com/ and please send me a picture of the ports you have defined.

  • Ensure that you have proper ports forwarded and have an Open NAT Type: https://support.activision.com/articles/port-forward-and-nat-faq/?q=nat and send me a picture of the NAT you set.

• DXDiag:

  • Press the Windows key + R.

  • Type DxDiag and press Enter.

  • In the DxDiag window, click Save All Information.

  • Name the file "dxdiag" and click Save.

  • Share the file with us in TXT format

• MSInfo:

  • Press the Windows key + R.

  • In the System Information window, click System Summary, click File, and then click Export.

  • When the Export window appears, select Desktop.

  • Name the file "MSInfo" and click Save.

Important: The DXDiag and MSinfo files must be in txt format to proceed correctly with the case.
If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Connectivity (Bnet) (Battlenet) (Steam)

--------------

If issue persists: escalate

• Make sure the app is up to date.

  1. Open the App Store app.

  2. Select the Updates tab at the bottom.

  3. If Call of Duty: Mobile appears in the list, tap the Update button.

• Make sure your device is up to date.

  1. Open the Settings app on your device.

  2. Tap General, then tap Software Update.

  3. If an update is available, follow the on-screen steps.

• Close other apps that may be running in the background, including messaging apps and popups, overlays, etc.

• Restart your device.

• Uninstall unnecessary apps to free up RAM.

• Delete and reinstall the app. (Please note: Deleting the app will not delete your progress or other game data.)

  1. Open the Settings app on your device.

  2. Tap General, then tap iPhone Storage or iPad
     Storage.

  3. Tap Call of Duty: Mobile.

  4. Tap Delete App.

  5. Open the App Store app.

  6. Find and reinstall Call of Duty: Mobile.

  7. Open Call of Duty: Mobile.

  8. Log in with the same account to reinstate your progress and game data.

  
  

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you, and I hope you have a great day!
If the problem persists
Hi there,
Thank you for the reply and for the update.
Could you send me the following when you can?

• Device Model:

• OS Version:

• Nickname:

• Country:

• Player ID (How to find the player ID > Settings> Legal and privacy):

• UID:

• Are you using the Activision or Garena version?

• When has this issue started -approximate date-?

• Have you made any changes before the issue?

• A short video of the error. You can attach it to the case in MP4 format or upload it to YouTube in hidden format and send us the link here.

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you, and I hope you have a great day!

Once this information is received, we escalate.

CODM (Mobile) (Phone) (Connectivity)

1. To view your purchases, press the Xbox button  to open the guide.

2. Go to Profile & system > Settings > Account > Payment & billing.

3. Select Order history to view your purchases.

The video should show the Gamertag. You can attach it to the case in MP4 format or upload it to YouTube in hidden format and send us the link here.

COD Points (Check your purchase history) (Negative balance) (CoD points missing) (Xbox) 

COD Points (Check your purchase history) (Negative balance) (CoD points missing) (PSN)

COD Points (Check your purchase history) (Negative balance) (CoD points missing) (Bnet) (Battle.net)

COD Points (Check your purchase history) (Negative balance) (CoD points missing) (Steam)

My name is _[name] from Activision Support. I am happy to assist you with your concern today.

I am very sorry to hear that _{you are having problems with your Cod Points balance / your CoD points are missing} , I will be more than happy to look into this problem you are having. Can you please try clearing the cache on your console (https://support.activision.com/articles/deleting-old-files-from-playstation-4-and-xbox-one-consoles)
After clearing the cache, please try opening the game and checking your balance. If you notice that the problem continues, could you please send me the following when you get a chance?

• Exact amount of the negative balance?

• Name of the game for which the CPs were purchased?

• How many PCs did you buy?

• When did you buy the PCs?

• Have you ever done a refund request before?

• Specific date when you realized you had a negative balance.

Also, I will need you to access the transaction history and take a full-screen picture -video only Xbox that includes the account information (gamertag _{and e-mail (e-mail only Bnet)}), and send it to me when you have the opportunity, please.

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you, and I hope you have a great day!

***** DO NOT REQUEST IT WHEN IS A IN-GAME PURCHASE

****Transaction history→ Xbox, Battle.net and Steam
Receipt→ PSN ****

COD Points (Xbox) (Battle.net) (Steam) (PSN)

My name is [NAME] from Activision Support. I am happy to assist you with your COD points issue, I will be more than happy to look into this problem you are having. I need to confirm if you are still using the same platform, the same platform account and the same Activision account you got the COD points on, could you confirm this detail as soon as you can please?

If you need additional assistance, please feel free to create a new ticket and we’ll be happy to help you. Thank you for contacting Activision, have a great day!

If they have not changed accounts

Please follow the card named “COD Points are missing”.

If they changed accounts

Thank you for your reply and for the update. 
Some content can be used across all platform accounts linked to your Activision account, and some is tied to your platform:

• Content you purchased with COD Points can be used on any platform linked to your Activision account.

• COD Points you earn through the Battle Pass can only be spent on the platform you are playing on when you unlock a Battle Pass Tier awarding COD Points.

• COD Points and any content purchased with real-world money can only be used on the platform where you purchased them.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

If they changed accounts PC ADD TO THE ABOVE THE FOLLOWING:

You may be wondering why I am sharing this with you if Steam and Bnet are played on PC, you see they are different platforms, when you buy CoD Points on Bnet, they will be visible on the Bnet game and not on Steam.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

CoD points missing season change

My name is _[name] from Activision Support. I am happy to assist you with your concern today.

I am very sorry to hear that you are having problems with your purchase, I will be more than happy to look into this problem you are having. Can you please try clearing the cache on your console (https://support.activision.com/articles/deleting-old-files-from-playstation-4-and-xbox-one-consoles )
After clearing the cache, please try opening the game and checking your balance. If you notice that the problem continues, could you please send me the following when you get a chance?

• Name of the game the CPs were purchased for? _{***only if the issue is with cps***}

• When did you purchase the bundle?

• Have you made a refund request before?

Also, I will need you to access the transaction history and take a full-screen picture -video only Xbox that includes the account information (gamertag _{and e-mail (e-mail only Bnet)}), and send it to me when you have the opportunity, please.

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you, and I hope you have a great day!

***** DO NOT REQUEST IT WHEN IS A IN-GAME PURCHASE

****Transaction history→ Xbox, Battle.net and Steam
Receipt→ PSN ****

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you, and I hope you have a great day!

COD Did not receive a bundle after purchase

However, there are times like this when we can't provide the resolution being sought because, unfortunately, we can't help with issues related to limitations or regional availability.

As you can understand, although we always try to make our players happy, there are things that are outside our scope of action. I really appreciate your understanding in this regard.

Please don't hesitate to contact us if you need any further assistance, as we will be happy to help.

Cod Points (Region Mismatch) (CODM)

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I am very sorry to hear that you are having problems with your balance, I will be more than happy to look into this problem you are having. To proceed please give me a hand with the following steps:

• Reboot your device.

• Press and hold the power button for a few seconds.

• Touch Shut Down or Restart on the screen. If these options are not available, press and hold the power button until the device reboots.

• Update the app

• Open the Play Store/App Store application on your device. (Make sure your account is linked to Facebook or Activision so you don’t lose your progress)

• I touched? at the top of the screen and select My apps & games.

• Find the Call of Duty: Mobile app and tap the Refresh button if available.

• Update your device.

• Open the Settings app on your device.

• Depending on your device, open System Update or Software Update.

• Check the status of your update and install all available system updates.

After carrying out these steps, try opening the game again and check. If the problem persists, could you send me the following when you can?

• Device Model:

• OS Version:

• Nickname:

• Country:

• Player ID (How to find the player ID > Settings> Legal and privacy):

• UID:

• Are you using the Activision or Garena version?

• Exact amount of the negative balance?

• How many PCs did you buy?

• When did you buy the PCs?

• Have you ever done a refund request before?

• Specific date when you realized you had a negative balance.

• Have you made any changes before the issue?

• A short video of the error. You can attach it to the case in MP4 format or upload it to YouTube in hidden format and send us the link here.

Also, I will need you to access the transaction history and take a full-screen picture that includes the account information and send it to me when you have the opportunity, please. 

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you, and I hope you have a great day!

Once the player has sent this to us, we escalate

CODM (Negative balance) (CoD Points)

Review your order history https://support.google.com/googleplay/answer/2850369?hl=en#zippy=%2Cusing-the-play-store-app

Apple

How do I see all my Apple transactions?
On the Account Information page, scroll down to the Purchase History section. Next to Most Recent Purchase, click See All. It might take a moment for your Purchase History to appear. Click Last 90 Days, then select a different date range

(CODM) (POP) (VR) (Proof of purchase) (ios)

• Reboot your device.

• Press and hold the power button for a few seconds.

• Touch Shut Down or Restart on the screen. If these options are not available, press and hold the power button until the device reboots.

• Update the app

• Open the Play Store/App Store application on your device. (Make sure your account is linked to Facebook or Activision so you don’t lose your progress)

• I touched? at the top of the screen and select My apps & games.

• Find the Call of Duty: Mobile app and tap the Refresh button if available.

• Update your device.

• Open the Settings app on your device.

• Depending on your device, open System Update or Software Update.

• Check the status of your update and install all available system updates.

After carrying out these steps, try opening the game again and check. If the problem persists, could you send me the following when you can?

• Device Model:

• OS Version:

• Nickname:

• Country:

• Player ID (How to find the player ID > Settings> Legal and privacy):

• UID:

• Are you using the Activision or Garena version?

• The exact amount of CPs you are missing?

• How did you get these CPs?

• If you bought them:

• How many CPs did you buy?

  • When did you buy the CPs?

  • Have you made a refund request before?

• Have you made any changes before the issue?

• A short video of the error. You can attach it to the case in MP4 format or upload it to YouTube in hidden format and send us the link here.

Also, I will need you to access the transaction history and take a full-screen picture that includes the account information and send it to me when you have the opportunity, please. 

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you, and I hope you have a great day!

Once the player has sent this to us, we escalate

CODM (COD Points are missing)

CODM (Points were taken away) (less/minus cod points)

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I am very sorry to hear that you are having problems with your purchase, I will be more than happy to look into this problem you are having. To proceed please give me a hand with the following steps:

1. Reboot your device.

2. Press and hold the power button for a few seconds.

3. Touch Shut Down or Restart on the screen. If these options are not available, press and hold the power button until the device reboots.

4. Update the app

5. Open the Play Store/App Store application on your device. (Make sure your account is linked to Facebook or Activision so you don’t lose your progress)

6. I touched? at the top of the screen and select My apps & games.

7. Find the Call of Duty: Mobile app and tap the Refresh button if available.

8. Update your device.

9. Open the Settings app on your device.

10. Depending on your device, open System Update or Software Update.

11. Check the status of your update and install all available system updates.

After carrying out these steps, try opening the game again and check. If the problem persists, could you send me the following when you can?

1. Device Model:

2. OS Version:

3. Nickname:

4. Country:

5. Player ID (How to find the player ID > Settings> Legal and privacy):

6. UID:

7. Are you using the Activision or Garena version?

8. When did you purchase the bundle?

9. Have you made a refund request before?

Also, I will need you to access the transaction history and take a full-screen picture, and send it to me when you have the opportunity, please. ***** DO NOT REQUEST IT WHEN IS A IN-GAME PURCHASE

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you, and I hope you have a great day!

CODM (bundle) (cod points)

Hello,

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I'm very sorry to hear that you're having problems with your Hip Hop Hutch, however, let me help you find a possible solution.

Can you confirm that you have an active Amazon Prime subscription and that your Amazon account has been successfully linked to your Call of Duty account? If so, can you tell me on which platform you would like to receive the package, please?

If you have any further questions or doubts about the process, I'd be happy to help. I look forward to hearing from you and have a nice day.

Only one platform

Hello,

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I'm very sorry to hear that you're having problems with your Hip Hop Hutch, however, let me help you find a possible solution.

Can you confirm that you have an active Amazon Prime subscription and that your Amazon account has been successfully linked to your Call of Duty account?

If you have any further questions or doubts about the process, I'd be happy to help. I look forward to hearing from you and have a nice day.

When active subscription was confirmed

Hi,

Thank you for your reply and for the update. 

I am pleased to inform you that the package has been granted on your account. Please close the game and open it again to view it.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Amazon Prime Gaming (Hip Hop Hutch) 

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

Don't worry, I'll do my best to help you. If you have linked the wrong Call of Duty account to your Amazon account, please log out of your account and follow https://profile.callofduty.com/cod/amazonLinking to go through the account linking process again. Please note that your in-game content can only be redeemed once for an Amazon and Call of Duty account.

If you have any other questions about the process, I'll be here to help. I look forward to hearing from you and hope you have a great day!

Unlinking process x2

Hi,

Thank you very much for contacting us, it is a pleasure to have you with us.

Sorry to hear that the above did not work. Let's try the following steps:

• Log in to your Amazon Prime Gaming account

• Click on your profile in the top right corner

• Select Support

• Scroll down to Manage your linked accounts

• Scroll to the bottom and click on Your Active Apps & Websites

• Locate Activision and click Remove

If you have any other questions or concerns about the process, I'd be happy to help. I look forward to hearing from you and hope you have a great day!

If he cannot unlink it 

Hi,

Thank you for your reply and for the update. 

If you have trouble unlinking the account, you will need to create a new case with the account that your Amazon account is linked to so that we can assist you.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

Amazon Prime Gaming (Received the package on another account)

• Log in to your Amazon Prime Gaming account

• Click on your profile in the top right corner

• Select Support

• Scroll down to Manage your linked accounts

• Scroll to the bottom and click on Your Active Apps & Websites

• Locate Activision and click Remove

If you have any other questions or concerns about the process, I'd be happy to help. I look forward to hearing from you and hope you have a great day!

If he cannot unlink it

Hi,

Thank you for your reply and for the update. 

I am sorry that you have had this inconvenient, I will forward your case to our senior team for further investigation, but please note that this does not mean they will be able to unlink your account. Thank you for your understanding.

To follow up on the case, please send me the following information:

• Screenshots of your Amazon account, i.e. showing us that you have access to it:

• When you realized that your Amazon account was linked to another Activision account:

• List of emails you have, whether or not they are connected to an Activision account.

If you have any other questions about the process, I'll be here to help. I look forward to hearing from you and hope you have a great day!

If a linked Amazon account does not appear on the mailing list, escalate the case for further investigation.

Amazon Prime Gaming (Account linked to an unknown Activision)

• Photo of the code on the purchase receipt.

• Photo of the codes given by them for Activision.

• Region.

If you have any other questions about the process, I'll be here to help. I look forward to hearing from you and hope you have a great day!

If the player is having issues redeeming the code

Hi,

Thank you for your reply and for the update. 

In this case you should contact Little Caesars support to get assistance in redeeming your code.

If you have any other questions about the process, I'll be here to help. I look forward to hearing from you and hope you have a great day!

If the player did not receive the code for Activision

Hi,

Thank you for your reply and for the update. 

In this case you must contact Little Caesars so that they can give you your respective code.

If you have any other questions about the process, I'll be here to help. I look forward to hearing from you and hope you have a great day!

If it is a third party code

Hi,

Thank you for your reply and for the update. 

Purchasing a code from a third-party retailer is a violation of the promotion’s official rules and is not supported.

If you need additional assistance, please feel free to create a new ticket and we’ll be happy to help you.

Thank you for contacting Activision, have a great day!

Little Caesars

• Photo of the code on the purchase receipt.

• Region.

If you have any other questions about the process, I'll be here to help. I look forward to hearing from you and hope you have a great day!

If the code is legitimate and was redeemed on the correct account:

Hi,

Thank you for your reply and for the update. 

I am pleased to inform you that the rewards has been granted on your account. Please close the game and open it again to view them.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

If it is a third party code

Hi,

Thank you for your reply and for the update. 

Purchasing a code from a third-party retailer is a violation of the promotion’s official rules and is not supported.

If you need additional assistance, please feel free to create a new ticket and we’ll be happy to help you.

Thank you for contacting Activision, have a great day!

Burger King / Hungry Jack

-UNO: ---

-PDT info: n/a
- asked for the codes

Info. Requested from Player (if applicable):  n/a

Related Cases (if applicable): n/a

Approved By (if applicable):  n/a

---

Bonjour ,

Je m'appelle Alma et je travaille au service d'assistance d'Activision. Je suis très heureuse de pouvoir vous aider aujourd'hui.

Je comprends que vous vouliez accéder aux avantages de votre code promotionnel Monster Energy. Soyez assuré(e) que je ferai de mon mieux pour vous aider. Pour continuer, je dois vérifier les informations suivantes :

• Photo du code sur le reçu d'achat ou du code imprimé sous la languette d'extraction de la canette.

• Photo du code donné par eux pour Activision. (Si vous ne l'avez pas encore, rendez-vous sur https://www.monsterenergy.com/en-us/contact-us/ afin qu'ils puissent vous donner votre code respectif.)

Je suis en attente de votre réponse,

If the player is having issues redeeming the code

Hi,

Thank you for your reply and for the update. 

In this case you should contact Monster Energy support (https://www.monsterenergy.com/en-us/contact-us/) to get assistance in redeeming your code.

If you have any other questions about the process, I'll be here to help. I look forward to hearing from you and hope you have a great day!

If the player did not receive the code for Activision

Hi,

Thank you for your reply and for the update. 

In this case you must contact Monster Energy support (https://www.monsterenergy.com/en-us/contact-us/) so that they can give you your respective code.

If you have any other questions about the process, I'll be here to help. I look forward to hearing from you and hope you have a great day!

If it is a third party code

Hi,

Thank you for your reply and for the update. 

Purchasing a code from a third-party retailer is a violation of the promotion’s official rules and is not supported.

If you need additional assistance, please feel free to create a new ticket and we’ll be happy to help you.

Thank you for contacting Activision, have a great day!

Monster Energy

This promotion is only available to active and former U.S. military members in North America, just in case, veterans too.

Hello,

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I am sincerely grateful for your service and sacrifice. I understand that you need access to the rewards from your promotion code of USAA CODE, I will be happy to help you, could you please send me a screenshot of the code that was sent to your email once your ID was confirmed?

If you have any other questions about the process, I'll be here to help. I look forward to hearing from you and hope you have a great day!

Once the code is sent to us, we check it in promotion history and if it appears as valid, we restore it in entitlements.

Hi,

Thank you for your reply and for the update. 

I am pleased to inform you that the rewards has been granted on your account. Please close the game and open it again to view them.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

If the code does not appear to be valid or was redeemed on another account, the request is denied.

Hi,

Thank you for your reply and for the update. 

Our main mission is to guarantee the best experience and that implicates trying our best to get the best outcome for our players. However, there are times like this where we are not able to provide the resolution that is being looked for. As you might understand, while we always look to make our players happy there are things that are out of our scope of action. I truly appreciate your understanding on this. 

Please don't hesitate to contact us back if you happen to need further assistance, we'll be happy to help. 

USAA CODE Warrior Pack Promotion

 **Do NOT ask for a screenshot of the missing rewards

Hello,

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I'm very sorry to hear that you're having problems with your Twitch Drops of MWIII, however, let me help you find a possible solution. To help you, we want to know a bit more about the problem; when you get a chance, could you send me the following?

• A screenshot where we can see that your Twitch's account is linked to Activision (Please make sure your Twitch ID is visible in the screenshot)? Here are some steps to take: 

  • Click on the profile icon at the top right > Settings> Connections> other connections.

• Detailed name of the items not received?

If you have any other questions or concerns about the process, I'd be happy to help. I look forward to hearing from you and hope you have a great day!

Once the missing rewards have been confirmed, also that we have confirmed that Twitch is linked and if they have not expired (they have a period of 14 days after the end of the event except for the rewards from the beginning of MWIII since the game was not released until December 6th) we can proceed to entitle them.

Hi ,

Thank you for your reply and the information you provided.
I'm pleased to inform you that the rewards have been granted on your account. Please close the game and open it again to view them.

If you have any further questions or doubts about the process, I'd be happy to help. I look forward to hearing from you and have a nice day.

If the rewards have already expired

Hi ,

Thank you for your reply and the information you provided.
Missing Viewership rewards can only be granted for a limited time. Unfortunately, the rewards you requested are no longer available. Check out https://support.activision.com/articles/call-of-duty-twitch-rewards to learn about the next Viewership Rewards program.

If you need additional assistance, please feel free to create a new ticket and we’ll be happy to help you.

Thank you for contacting Activision, have a great day!

Twitch 

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I'm very sorry to hear that you're having problems with your YouTube Drops of MWIII, however, let me help you find a possible solution. To help you, we want to know a bit more about the problem; when you get a chance, could you send me the following?

• A screenshot where we can see that your YouTube's account is linked to Activision? Here are some steps to take:

  • Access to YouTube, then in the upper right corner click on your profile, go to "Settings", click on "Connected Apps".

  • Once you are there, take a screenshot and attach it to your answer. I'd be amazing for the resolution of your case!

• Detailed name of the items not received?

If you have any other questions or concerns about the process, I'd be happy to help. I look forward to hearing from you and hope you have a great day!

Once the missing rewards have been confirmed, also that we have confirmed that YouTube is linked and if they have not expired (they have a period of 14 days after the end of the event except for the rewards from the beginning of MWIII since the game was not released until December 6th) we can proceed to entitle them.

Hi ,

Thank you for your reply and the information you provided.
I'm pleased to inform you that the rewards have been granted on your account. Please close the game and open it again to view them.

If you have any further questions or doubts about the process, I'd be happy to help. I look forward to hearing from you and have a nice day.

If the rewards have already expired

Hi ,

Thank you for your reply and the information you provided.
Missing Viewership rewards can only be granted for a limited time. Unfortunately, the rewards you requested are no longer available. Check out https://support.activision.com/articles/call-of-duty-viewership-rewards to learn about the next Viewership Rewards program.

If you need additional assistance, please feel free to create a new ticket and we’ll be happy to help you.

Thank you for contacting Activision, have a great day!

YouTube

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

It’s perfectly understandable that you would like to receive a refund for your purchase, we are very sorry to know of the frustration caused. In-game purchases are final and not reversible, unfortunately, we are unable to process refund requests nor modify players' accounts.

Apologies for the inconvenience and thanks for your comprehension.

Second interaction

Hi,

Thank you for your reply and for the update. 

It’s perfectly understandable that you would like to receive a refund of CoD points for the purchase of this bundle/accidental purchase.

However, in-game purchases are final and we are unable to reverse them. Thank you for your understanding.

If you need additional assistance, please feel free to create a new ticket and we’ll be happy to help you. Thank you for contacting Activision, have a great day!

Refunds In game (CODM)

Je sais que cela ne résout pas votre problème, mais je vous assure que le studio prend très au sérieux les commentaires soumis via ce lien. En fait, la plupart des changements que vous voyez dans le jeu proviennent des commentaires de nos joueurs. Je vous remercie d'avance de votre contribution et de votre compréhension à cet égard.

---

Hi,

Thank you for your reply and for the update. 

Please keep in mind that we at Activision value your opinion, as Support our main mission is to ensure the best experience and this implies doing everything possible to get the best result for our players, thank you for sharing with us your opinion about the game. We don't deal with the design or development of the game, but I encourage you to send us your feedback on this: https://support.activision.com/feedback-and-bug-report?1=-feedback.

I know this may not seem like the best way to go, but I assure you that the Studio takes feedback submitted through this link very seriously. In fact, most of the changes you see in the game come from feedback from our players. I thank you in advance for your submission and for your understanding in this regard.

Please remember that if in the future you need our help again, feel free to create a new case.

Thank you for contacting Activision! 

(Feedback & Bug Reporting) (Do not accept the resolution) (Support) (CODM)

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I'd love to help you with your refund request. However, I'm afraid it's not possible from our end because we're unable to process refunds. We can help you with technical issues within the game. Also, we don't handle billings or refunds of games. For refund-related requests, I'd recommend you to contact the retailer or store where you purchased the content.

In addition, just for you to know they have their own refund policies, so I don't want to speculate on their processes, I hope they can help you, though.  Here is the link you may need to get in touch with them:

• Microsoft: https://support.xbox.com/en-US/

• Blizzard: https://eu.battle.net/support/en/

• Sony: https://www.playstation.com/en-us/support/?smcid=pdc:de-de:primary%20nav:msg-support:support

• Steam: https://help.steampowered.com/en

Apologies for the inconvenience and thanks for your comprehension.

Platform (1st party) (Steam) (Sony) (Microsoft) (Bnet) (Battlenet) (Blizzard) (Playstation) (Xbox)

• Appstore:https://support.apple.com/

• Playstore: https://support.google.com/googleplay/gethelp?sjid=3224433563365254038-NA

• Codashop: https://global.support.codashop.com/hc/en-us/articles/360001939295-Where-to-contact-Codashop-Customer-Support

Apologies for the inconvenience and thanks for your comprehension.

Platform (1st party) (apple) (google play) (iOS) (android) (Appstore) (playstore)

(Feedback & Bug Reporting) (Do not accept the resolution) (Support)

Account Under Review - LMM (ban) (ban under review)

Player sates to be shadowbanned but also mentions he is in LMM

ACTION(S) TAKEN/TROUBLESHOOTING PERFORMED:

-UNO:

INFO. REQUESTED FROM PLAYER:

RELATED CASES: N/A

APPROVED BY: N/A

Bonjour ,

Merci de nous avoir contactés. Je m'appelle Alma, et je travaille pour le support d'Activision. Je vais vous aider aujourd'hui.

Nous vous remercions pour votre réponse,

Après avoir examiné votre compte, nous avons confirmé qu'il a été placé dans un état de matchmaking limité par l'équipe de sécurité. Si des infractions sont constatées sur le compte pendant cette période, il en résultera un bannissement permanent. Toutefois, si aucune infraction n'est constatée, tout reviendra à la normale. Malheureusement, dans ce cas, il ne reste plus qu'à attendre la fin de la période de matchmaking limitée.

Veuillez consulter notre politique de sécurité et d'application pour plus d'informations à ce sujet https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

Si vous avez besoin d'aide supplémentaire, n'hésitez pas à créer un nouveau ticket et nous serons heureux de vous aider. Merci d'avoir contacté Activision.

Confirm Active Enforcement (ban) (confirmed) (LMM)

(ban) (closed case) (cant re-open) (Re-open the case) (CODM)

ACTION(S) TAKEN/TROUBLESHOOTING PERFORMED:

-UNO:

-Shadow BAN wording. Please be more specific.

INFO. REQUESTED FROM PLAYER: N/A

RELATED CASES: N/A

APPROVED BY: N/A

1st interaction

Bonjour ,

Merci de nous avoir contactés. Je m'appelle Alma de l'assistance d'Activision et je vais vous aider aujourd'hui.

J'espère que cet e-mail vous trouvera bien. Nous sommes vraiment conscients de votre mécontentement. Pour que je puisse mieux comprendre votre cas, pourriez-vous me fournir les détails suivants :

• Nous ne reconnaissons pas le terme que vous avez utilisez. Pouvez-vous nous en dire un peu plus sur la situation que vous rencontrez, afin que nous puissions mieux la comprendre ?

• Quel est le problème exactement ? Avez-vous des soucis de plantages, des blocages, des difficultés à trouver des parties sur le jeu ? Présentez-vous un ping élevé ? Des déconnexions aléatoires ?

J'attends votre réponse pour poursuivre votre dossier dans les plus brefs délais.

2nd interaction

Salut ,

Merci de nous avoir fourni les informations demandées. Je comprends que vous ayez des problèmes de ping chaque fois que vous recherchez un partie, mais pourriez-vous expliquer le problème plus en détail ?

• Avez vous un message d'erreur spécifique ?

• Avez-vous des soucis de plantages, des blocages, des difficultés à trouver des parties sur le jeu ?

Gardez-moi au courant,

If he keeps mentioning it

Bonjour,

Merci pour votre réponse et pour la mise à jour.

J'aimerais beaucoup vous aider à répondre à votre demande, mais je dois constater que j'ai des difficultés à déterminer le problème. Pourriez-vous préciser quel est l'objet du problème ? Obtenez-vous des messages d'erreur ? Le jeu se bloque-t-il ? Se fige-t-il ?

J'attends votre réponse.

If he does not clarify it

Bonjour,

Merci pour votre réponse et pour la mise à jour.

Comme je ne peux pas déterminer quel est le problème, je suis obligé de fermer le dossier. Je vous remercie par avance de votre compréhension.

N'oubliez pas que vous pouvez toujours nous contacter si vous avez des problèmes, nous serons heureux de vous aider.

Unnamable word (shadow banned)

-

First interaction

Hi ,

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

Regarding bans, before any action is taken all bans are checked which means it can actually be placed for offenses taken days, weeks, and even months before you receive the notification, we can only help you confirm if actions were taken on the account, please be aware that as support we’re unable to reverse this.

That being said, if you want me to check the account to confirm if any enforcement action has been placed, please provide me the Title or name of the affected game.

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you!

Bans Second Interaction

Hi there,

Thank you for your reply and for the update. 

Thank you for the information provided before. After looking into your account, it appears that the account has been banned. The decision for which was made by the studio's internal Security team. As such, we are not privy to details pertaining to the decision's motive, for more information on Activision's Security & Enforcement policy, please refer to this article: https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy . Some bans may be appealed. You can find out if you’re eligible to appeal a ban at https://support.activision.com/ban-appeal . Note that decisions made as part of the appeals process are considered final.

I'll go ahead and close out the case but bear in mind that you can always create a new support ticket if you happen to need further assistance.

If he already filled a bar

Hi there,

Thank you for your reply and for the update. 

Thank you for the information provided before. Regarding your inquiry, I can see that you have filled out the ban appeal form. Note that decisions made as part of the appeals process are considered final.

For more information on bans, please see the Call of Duty Security & Enforcement Policy at https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

I'll go ahead and close out the case but bear in mind that you can always create a new support ticket if you happen to need further assistance.

Permanent Ban

Inquiring on the ban

• Open the Options menu and select Report Player at the bottom of the screen.

• Check the player you’d like to report, then select Report.

• Note you can choose more than one player.

• Choose from the available reasons for your report. Review the descriptions on the right to find the best reason.

• Note you can choose more than one reason.

• Use the More Details box if you’d like to add a message to your report. This field is not required.

• Select Send Report or Report & Block Player.

The Studio takes these issues very seriously, and they appreciate your bringing cheaters and offensive players to their attention.

Your report will be reviewed, and they will take appropriate actions if necessary. Due to confidentiality, they cannot provide updates or actions taken as a result of your reports.

Keep in mind that if in the future you will need our help again, feel free to create a new case.

Thank you for contacting Activision, have a great day!

Report

• Original Username

• Original Clan Tag

• Current Username

• Current Clan Tag

• Approximate Date Changed

Note: If you did not have or do not have a previous or current clan just state that you do not have one.

If you have any other questions about the process, I will be here to help you, I look forward to hearing from you!

Cases with usernames changed to "Anon" or "Player"

Hi ,

My name is [NAME] from Activision Support. I am happy to assist you with your concern today.

I am sorry to hear that your name has been changed. I investigated your account and found that your username was not allowed based on the game’s content filters. When this happens, the account will be randomly renamed, and I'm unable to change it. Please refer to the Call of Duty Security & Enforcement Policy for more information about account renaming: https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

If you need further assistance, please feel free to create a new ticket and we will be happy to help.
Thank you for contacting Activision!

(Username) (player)

If a player contacts support for anything related to Voice Chat Moderation, use the "Voice Chat Moderation - EN" Macro, then set the Case Status to "Resolution Provided".

Hi,

My name is [NAME] from Activision Support. You can find more information about voice chat moderation here: https://support.activision.com/articles/call-of-duty-voice-chat-moderation.

This is all the information we're able to share at this time.

If you would like to provide feedback about this topic, you can submit it here: https://support.activision.com/feedback-and-bug-report?1=-feedback.

If you need additional assistance, please feel free to create a new ticket and we’ll be happy to help you.

Thank you for contacting Activision.

(Voice moderation) (comms) (ban) (disabled) (mute)

Hi,

Thank you for your reply and for the update. 

Thank you for the image provided. After checking the system, I can confirm that your account was placed in a limited matchmaking state by the Security Team, this means that you should be able to access it on the date indicated in the message. As such, we are not privy to the details regarding the reason for the decision and cannot reverse it.

Finally, for more information on Activision's security and compliance policy, please see this article: https://support.activision.com/cod-mobile/articles/call-of-duty-mobile-security-enforcement-policy

If you need further assistance, please feel free to create a new ticket and we will be happy to help.

Thank you for contacting Activision!

CODM (15035) (Security and Enforcement)

CODM - Inquiring on the ban 

1. Tap your profile picture in the upper left corner of the home screen.

2. Go to your Player History by tapping the stopwatch icon in the tabs at the top.

3. Your recent Multiplayer matches are listed by default. Tap the parachute icon above the list if you’d like to report a player from a recent Battle Royale match.

4. Select the match with the player you’d like to report.

5. Tap the exclamation point icon in the upper right corner.

6. Highlight the player in the column on the left.

7.  Choose one of the report types on the right. Use the text box at the bottom if you'd like to provide more information.

8. Select REPORT.

You can also report a player immediately after a match by tapping the exclamation point icon in the upper right corner while in the Winner’s Circle. From there, begin at Step 6 above.

1. When in the Winner's Circle, tap the exclamation point icon in the upper right corner.

2. Choose the player from the column on the left.

3. Choose one of the report types on the right. Use the text box at the bottom if you'd like to provide more information.

4. Select REPORT.

The Studio takes these issues very seriously, and they appreciate your bringing cheaters and offensive players to their attention.

If the Security Team takes action on someone you reported, you’ll receive a confirmation message in your in-game mailbox.

Keep in mind that if in the future you will need our help again, feel free to create a new case.

Thank you for contacting Activision, have a great day!

CODM (Report a player)

• Try a different network (this includes: Hotspot, either wireless or tethering-USB)

• Try a wired and a wireless connection (If you are using wired connection, please try to use a different cable)

• Clear cache (https://support.activision.com/articles/deleting-old-files-from-playstation-4-and-xbox-one-consoles)

• Power cycle: Turn the modem off (at least for 3 minutes) and on again.

• Check if no other devices are connected to the network.

• Clean boot (if you are using PC). 

Once you have done this please try to open the game again. If you notice the issue continues, could you please send me the following when you get a chance?

• Region

• Are you on a public network such as a school or military base?

We appreciate your understanding. If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

The normal connectivity ts is continued

Once all the TS connectivity is given and we have all the information we need, we escalate, but not before making it quite clear that the points will not be restored.

TS (Troubleshooting) (Connectivity) (SR points) (skill rating)

The normal general game crashing of the platforms is continued.

Once all the TS connectivity is given and we have all the information we need, we escalate, but not before making it quite clear that the points will not be restored.

SR points TS (Troubleshooting) (Connectivity) (SR points) (skill rating) (game crashing)

• Try a different network (this includes: Hotspot, either wireless or tethering-USB)

• Try a wired and a wireless connection (If you are using wired connection, please try to use a different cable)

• Clear cache (https://support.activision.com/articles/deleting-old-files-from-playstation-4-and-xbox-one-consoles)

• Power cycle: Turn the modem off (at least for 3 minutes) and on again.

• Check if no other devices are connected to the network.

• Clean boot (if you are using PC). 

Also, thank you for sharing with us your opinion about the game; we don't deal with the design or development of the game, but I encourage you to send us your feedback on this: https://support.activision.com/feedback-and-bug-report?1=-feedback.

I know this may not seem like the best way to go, but I assure you that the Studio takes feedback submitted through this link very seriously. In fact, most of the changes you see in the game come from feedback from our players. I thank you in advance for your submission and for your understanding in this regard.

Please remember that if in the future you need our help again, feel free to create a new case.

Thank you for contacting Activision! 

TS (Troubleshooting) (Connectivity) (SR points) (skill rating) (feedback) (one time)

Once this information is given and if the player returns, we gather information and escalate.

TS (Troubleshooting) (Connectivity) (SR points) (skill rating) (repetitive)

--------------

Hi ,

Thank you for your reply and for the update. 

Could you send me the following when you can?

• When has this issue started -approximate date?

• Have you made any changes before the issue?

• A short video of the error. You can attach the video to the case in MP4 format or upload it to YouTube in hidden format and send us the link here.

If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

--------------

If you are going to escalate the case Bnet and Steam

Hi ,

Thank you for your reply and for the update. 
Please give me a hand with the following steps:

• DXDiag:

  • Press the Windows key + R.

  • Type DxDiag and press Enter.

  • In the DxDiag window, click Save All Information.

  • Name the file "dxdiag" and click Save.

  • Share the file with us in TXT format

• MSInfo:

  • Press the Windows key + R.

  • In the System Information window, click System Summary, click File, and then click Export.

  • When the Export window appears, select Desktop.

  • Name the file "MSInfo" and click Save.

Important: The DXDiag and MSinfo files must be in txt format to proceed correctly with the case.
If you have any other questions or concerns about the process, I will be happy to help you. I look forward to hearing from you and hope you have a great day!

-DO NOT FORGET TO SET THE T2 EXPECTATIONS-

--------------

Once escalated

Hi,

Thank you for your reply and for the update. 
For cases like this, I need to take your case to a higher level so they can investigate, once we have an update we’ll let you know. For your reference, this is your case number: ___.

I’m afraid there is no estimated time, my apologies, we will do our best to solve your problem as soon as possible, thank you in advance for your understanding.
If you have any other questions about the process, I will be here to help you and I hope you have a great day!

--------------

If the player returns while still escalated

Hi ,

Thank you for your reply and for the update. 

I realize how upsetting this must be. Our senior team are still working on the case and when we have an update we will send them to you.

If you have any other questions about the process, I will be here to help you and I hope you have a great day!

(Escalation) (Xbox one) (Xbox Series X/S) (Steam) (Sony) (Microsoft) (Bnet) (Battlenet) (Blizzard) (Playstation) (Xbox) (PSN4) (PSN5)

Première réponse SEULEMENT.

J'espère que cet e-mail vous trouvera bien.

Bonjour [NOM],

Je m'appelle Alma et je travaille au service d'assistance d'Activision. Je suis très heureuse de pouvoir vous aider aujourd'hui.

Bonjour [NOM],

Merci de nous avoir contactés. Je m'appelle Alma, et je travaille pour le support d'Activision. Je vais vous aider aujourd'hui.

Bonjour [NOM],

Nous sommes heureux que vous nous ayez contactés afin que nous puissions vous aider à résoudre votre _{question / préoccupation}. Je m'appelle Alma et e vais vous aider aujourd'hui.

2ème/3ème réponse :

Salut [NOM],

Merci pour votre assistance, nous apprécions la mise à jour.

Salut [NOM],

Merci de nous avoir fourni les informations demandées promptement.

Salut [NOM],

Nous apprécions votre réponse et les informations fournies sans délai.

Salut [NOM],

Nous vous remercions pour votre réponse et pour la mise à jour. 

Closing

Généralités

• Bonne chance!,

• Merci de votre attention,

Fournir des étapes/des étapes finales pour la résolution

• J'espère que cela vous aidera,

• Merci beaucoup de votre aide,

Informations supplémentaires

• J'apprécie beaucoup,

• Nous vous remercions,

• Merci d'avance,

• J'attends votre réponse,

• Je suis en attente de votre réponse,

• Gardez-moi au courant,

• Je resterai attentif à votre réponse,

• Nous sommes désolés pour ce inconvénient. Nous restons à votre disposition pour toute autre question.

• J'espère que cela vous aidera, je resterai attentif à votre réponse,

Déclarations finales

• Si vous avez d'autres questions sur le processus, je me ferai un plaisir de vous aider. Dans l'attente de vous lire, je vous souhaite une bonne journée.

• J'apprécie vraiment votre patience tout au long de ce processus. Si j'ai oublié quelque chose ou si vous avez d'autres questions, n'hésitez pas à m'en faire part. Sinon, je vous souhaite une excellente fin de semaine !

• Si vous avez besoin d'aide supplémentaire, n'hésitez pas à créer un nouveau ticket et nous nous ferons un plaisir de vous aider.

• Merci d'avoir contacté Activision.

• Comme il n'y a plus rien à faire dans ce cas, nous devons le fermer.

• Nous sommes vraiment conscients de votre mécontentement, mais malheureusement, dans ce cas, von ne peut rien faire d'autre.

  
  Si vous avez besoin d'aide supplémentaire, n'hésitez pas à créer un nouveau ticket et nous serons heureux de vous aider. Merci d'avoir contacté Activision !

Comment to player

Alma P.

Activision Support

(NF-1933: W2C Quality Greeting) (NF-1934: W2C Closing Statements)

Fixez des normes de communication

• Veuillez vous adresser à notre équipe avec respect afin que nous puissions vous aider à aller au fond des choses.

• Notre équipe ne vous fournira pas de service si vous continuez à utiliser un langage désobligeant.

Empathy

Reconnaissez le problème et montrez que vous comprenez

• J'ai connu un problème similaire récemment, je comprends donc ce que vous dites. Laissez-moi voir ce que je peux faire pour vous aider.

• Je veux être sûr de bien comprendre ce que vous me dites. J'entends que...

• Ce serait décevant, surtout quand... [paraphraser le point de vue ou les efforts du client].

• Nous savons que ce processus a été très compliqué et nous nous en excusons.

• Nous sommes réellement conscients de votre insatisfaction. Pourriez-vous s'il vous plaît me donner plus d'informations, afin que je puisse mieux comprendre votre demande :

Un service clientèle amical consiste à traiter les clients avec empathie et à faire un effort supplémentaire pour répondre à leurs besoins.

• Je vais travailler avec notre équipe pour résoudre ce problème.

• Je ne manquerai pas de transmettre ce que vous m'avez dit à notre équipe supérieure.

• Je vois le problème !

• Je comprends que cela puisse être difficile à comprendre.

• Je sais ce que vous voulez dire, je suis avec vous et je serai enchantée de vous aider !

• Je suis désolé de cette situation, laissez-moi vous aider immédiatement !

• Il est regrettable d'apprendre que vous rencontrez ce problème. Moi-même, en tant que joueur, je peux comprendre les implications de ce problème. (as a player myself)

Attention et compréhension→ Quelqu'un qui est très attentif, qui regarde et écoute attentivement.

• Je suis désolé de cette situation, permettez-moi de vous aider !

• Il est regrettable que vous ayez rencontré ce problème. Je me ferai un plaisir de le vérifier pour vous.

• Soyez assuré que nous ferons de notre mieux pour trouver une solution.

• J'ai rencontré un problème similaire récemment, je comprends donc ce que vous dites. Je vais voir ce que je peux faire pour vous aider.

• Je comprends que vous soyez très pressé en ce moment !

• Vous avez tout à fait raison !

• Je me rends compte à quel point cela doit être bouleversant.

• Si j'étais dans votre situation, je ressentirais exactement la même chose que vous.

• Si j'étais dans votre situation, je me poserais les mêmes questions que vous.

• Je sais que cette situation peut être ennuyeuse, mais il n'y a malheureusement rien à faire.

T2 Expectations: Please advise on how to proceed

--------------

Une fois qu'il a été escaladé

Bonjour ,

Merci pour votre réponse et pour toutes les informations fournies. Je vais maintenant transmettre ce cas à une équipe spécialisée afin qu'ils puisse examiner la situation, dès que nous aurons une mise à jour, nous vous en informerons.

Je suis désolé, mais il n'y a pas de délai estimé. Nous ferons de notre mieux pour résoudre votre problème dans les plus brefs délais. Merci d'avance pour votre compréhension.

Si vous avez d'autres questions concernant la procédure, je serai là pour vous aider et j'espère que vous passerez une bonne journée.

-----

Dans ce cas, je vais transmettre votre dossier à une équipe spécialisée afin q'ils examinent la situation, une fois que nous aurons une mise à jour, nous vous informerons.

nous vous remercions de votre patience et nous ferons tout ce qui est en notre pouvoir pour résoudre ce problème

--------------

Si le joueur revient alors qu'il est toujours en situation d'escalade

Bonjour ,

Merci pour votre réponse et pour la mise à jour.

Je comprends que cette situation est désespérante. Notre équipe de spécialistes continue de travailler sur le dossier et dès que nous aurons des nouvelles, nous vous les enverrons.

Si vous avez d'autres questions sur la procédure, je serai là pour vous aider et j'espère que vous passerez une bonne journée !

(Escalation) (Xbox one) (Xbox Series X/S)

Limited Matchmaking:

If a player contacts support with matchmaking issues, agents should first check the player's account in the Player Data Tool to look for any "Limited Matchmaking" entries in the Security Enforcement section.

Did you find any Limited Matchmaking entries?
 

• No --> Proceed with standard connectivity troubleshooting.

• Yes --> Send the approved "Limited Matchmaking" response

Après avoir examiné votre compte, il semble que l'équipe de sécurité l'ait placé dans un état de matchmaking limité. Si des infractions sont constatées sur le compte pendant cette période, il en résultera un bannissement permanent. Cependant, si aucune infraction n'est constatée, tout reviendra à la normale. Veuillez consulter notre politique de sécurité et d'application pour plus d'informations sur ce site https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

In-game Ban Message:

If a player contacts support after seeing an in-game ban message, agents should first check the player's Case History to see if they have ever submitted a Ban Appeal Request (BAR) in the past. 

Has the player submitted a BAR?
 

No --> Send the approved "BAR Referral" response:

Certaines interdictions peuvent faire l'objet d'un appel. Pour savoir si vous pouvez faire appel d'une interdiction, consultez le site https://support.activision.com/ban-appeal. Notez que les décisions prises dans le cadre de la procédure d'appel sont considérées comme définitives. Pour plus d'informations sur les interdictions, veuillez consulter la politique de sécurité et d'application de Call of Duty à l'adresse https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

Yes --> Send the approved "BAR Denied" response:

Les décisions rendues dans ces cas sont considérées comme définitives. Pour plus d'informations sur les interdictions, veuillez consulter la politique de sécurité et d'application de Call of Duty à l'adresse https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

Ban appeal request (BAR)

All agents now have access to view BAR cases - confirming BAR history with Team Leads/Tier 2 is no longer required. 

Banned after Compromise:

If a player receives a ban message and suspects their account has been compromised, agents should direct the player to the Compromised Account Recovery (CAR) form: https://support.activision.com/account-recovery 

Limited Matchmaking:
Après avoir examiné votre compte, il semble que l'équipe de sécurité l'ait placé dans un état de matchmaking limité. Si des infractions sont constatées sur le compte pendant cette période, il en résultera un bannissement permanent. Cependant, si aucune infraction n'est constatée, tout reviendra à la normale. Veuillez consulter notre politique de sécurité et d'application pour plus d'informations sur ce site https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

BAR Referral:
Certaines interdictions peuvent faire l'objet d'un appel. Pour savoir si vous pouvez faire appel d'une interdiction, consultez le site https://support.activision.com/ban-appeal. Notez que les décisions prises dans le cadre de la procédure d'appel sont considérées comme définitives. Pour plus d'informations sur les interdictions, veuillez consulter la politique de sécurité et d'application de Call of Duty à l'adresse https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

BAR Denied:
Les décisions rendues dans ces cas sont considérées comme définitives. Pour plus d'informations sur les interdictions, veuillez consulter la politique de sécurité et d'application de Call of Duty à l'adresse https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

Ban appeal request (BAR)

Player Issue(s):

Action(s) Taken/Troubleshooting Performed: 

-UNO:

-PDT info: n/a

Info. Requested from Player (if applicable):  n/a

Related Cases (if applicable): n/a

Approved By (if applicable):  n/a

---------

Player Issue(s): Topic & Issue Disposition chosen by Player OR correct disposition updated to address the reason why player contacted Activision.  

Action(s) Taken/Troubleshooting Performed:  What action(s) did the agent take to address the player's question(s)/concern(s)?

Info. Requested from Player (if applicable):  This line should include what information was requested from the player; only needs to be completed/filled out if they asked the player for additional information. 

Related Cases (if applicable):  Are there other cases from the player related to this issue? If so, the relevant case numbers are to go here.

Approved By (if applicable):  If any of the steps/actions performed required TL/Supervisor approval, the agent is to note specifically who approved. 

Internal comment (note)

Vous pouvez toujours jouer à nos jeux et vous connecter au compte Activision si vous avez des comptes liés à celui-ci. Pour vous connecter à votre compte, sélectionnez un type de compte lié sur la page de connexion du compte Activision, puis connectez-vous à votre compte lié : https://s.activision.com/activision/login.

---

 
Agents can also direct players to the Account Management KB article for information on email requirements, which states: 
 

La vérification du compte est nécessaire pour modifier l'adresse électronique de votre compte Activision. Un code de vérification unique sera envoyé à l'adresse électronique actuelle et devra être fourni pour effectuer un changement d'adresse électronique.

Si vous n'avez pas accès à l'adresse e-mail de votre compte, vous ne pourrez pas modifier votre adresse e-mail. Cependant, vous pouvez toujours vous connecter au compte si vous avez des comptes liés à celui-ci. Pour ce faire, sélectionnez un type de compte lié sur la page de connexion du compte Activision, puis connectez-vous à votre compte lié.

Si vous avez besoin d'aide pour accéder à un compte de messagerie, veuillez contacter le fournisseur du compte de courrier électronique pour obtenir de l'aide.

NOTE: Restrictions and Qualifications Apply and verification is no longer required for ANY other request of players scenario.

--------

Account Verification Process:

Locate the appropriate platform account to be used for Account Verification (Should be the account linked for the longest period of time as noted in the Player Data Tool).

1. Issue a random amount of COD Points to the player’s platform account.

   1. Should be a random amount between 3 – 49 COD Points.

   2. Do not tell the player we will be issuing points before granting.

   3. Do not tell the player how many points we will be issuing.

2. Ask the player to confirm their exact COD Point balance on the platform (Player’s response must include the amount we sent to be considered valid).

-------

Closing a Successful Email Change Request Case:

Once the player’s email address has been updated, agents should reply to the player and notify them of the change, then set the Case Status to “Resolved.”

-------

If no refund entries are present in the PDT, but the player still claims to be missing first-party entitlements, CoD Points, or pre-order bonus content, agents should request a screenshot of the player’s First Party Transaction History to confirm ownership.

-------
 
REMARQUE : les reçus d'achat de la première partie ne sont pas considérés comme une preuve d'achat valable pour vérifier le statut de propriété actuel, car ils indiquent uniquement l'achat initial, et non le remboursement. Pour consulter l'historique des transactions, veuillez vous adresser à la page suivante :

• Xbox: https://bit.ly/3cShtFx

• PSN: https://bit.ly/32Kj6kN

• Steam: https://bit.ly/2rJ063S

• Battle Net: https://blizz.ly/2S9OQee
  

Once the pre-order or purchase status has been confirmed, agents can push the missing content via the Entitlement Tool.

------

Refund status verification:
Avez-vous demandé le remboursement d'une précommande au point de vente ? N'oubliez pas que le contenu bonus des précommandes n'est disponible que sur les comptes dont les précommandes sont actives.

Pre-order proof of purchase verification:
Pouvez-vous nous envoyer une capture d'écran de votre historique de commandes _{(Xbox / PlayStation / BattleNet / Steam)} effectuée aujourd'hui ?

Refunds

Customer service teams can find accurate and up to date information, in order to respond to customers quickly and effectively
Twitter Resources → share this with the player when you say

Restez à l'écoute de nos réseaux sociaux

• Infinity Ward: twitter.com/InfinityWard

• Treyarch: twitter.com/Treyarch

• Sledgehammer: twitter.com/SHGames

• Raven software: twitter.com/RavenSoftware

• CoD mobile: twitter.com/PlayCODMobile

• Activision: twitter.com/Activision

• Call of Duty: twitter.com/callofduty/

• WarzoneMobile: twitter.com/WarzoneMobile

• Activision Blog: https://blog.activision.com/

• Call of Duty Updates: twitter.com/CODUpdates

Saleforce

• Knowledge

• NF

• Updating a school or “edu” email to a personal email (example: johnsmith@usc.edu to johnsmith@gmail.com)  

• Updating a work email to a personal email (example: johnsmith@cnb.com to johnsmith@gmail.com)

  
  

• Updating an inactive email that has the same exact name, but different domains (example: johnsmith101@colors.net to johnsmith101@yahoo.com)

  
  

• Player’s email address contains a typo, such as "gnail" or ".con" (See NF-1624 for additional details).
  

• Player is communicating with support via a case associated with a deactivated email account (email account can no longer receive messages).

Email change exceptions

Merci de vous etre communiquer.

Mon nom est Maximilien avec Activision Support et je vous aiderai aujourd'hui.

• En lisant votre e-mail, je comprends que vous avez un probleme avec le skin Clutch Monster, nous nous en excusons et nous essaierons de résoudre ce problème pour vous.

Veuillez continuer à vider le cache :

• Vider le cache et supprimer des fichiers sur une PlayStation, une Xbox ou un PC

Si cela ne résout pas le problème, veuillez m'envoyer les informations suivantes afin que nous puissions approfondir la question :

Full Name:

Email Address:

Phone Number: NA  

Physical Address*:

Linked account (Gamertags): Steam: / Twitch: / PSN:/ Xbox: / Bnet:

Game Title:

Platform:

Date of Threat:

IP address (from Devzone - last played game): n/a

Timestamp:

Threat type: Legal action / Self harm / Harm to others / Sup Request / Sensitive topic

Summary of threat or incident:

Screenshot / Transcripts:

Approved by:

Escalation to tl wording

Action(s) Taken/Troubleshooting Performed: 

-UNO:

-PDT info: n/a

- Cache

Info. Requested from Player (if applicable):  n/a

Related Cases (if applicable): n/a

Approved By (if applicable):  n/a

----

PLAYER ISSUE(S):

ACTION(S) TAKEN/TROUBLESHOOTING PERFORMED:

-UNO:

- No enforcement

- clear cache

- asked: date issue started. if problem is in other game modes, if he has an error message and if he made any changes

INFO. REQUESTED FROM PLAYER:

RELATED CASES: N/A

APPROVED BY: N/A

----

Bonjour ,

Je m'appelle Alma et je travaille au service d'assistance d'Activision. Je suis très heureuse de pouvoir vous aider aujourd'hui.

Je comprends que vous avez un problème pour -. Je suis heureux de pouvoir vous aider à résoudre ce problème. Pourriez-vous, s'il vous plaît, me fournir les informations suivantes :

• Pouvez-vous expliquer un peu plus le problème que vous rencontrez ?

• Date de début du problème (date approximative)

• ​​​​​​​Fournir une photo / video où on peut voir le problème en question.

  • S'il s'agit d'une vidéo, vous pouvez la télécharger sur YouTube en tant que vidéo non listée.

  • S'il s'agit d'une image, assurez-vous que le format est de type .jpg

• Si vous avez un message d'erreur, envoyez-moi une photo.

• Dans quels modes de jeu cette erreur apparaît-elle ? ou dans tous ?

• Ce problème se produit-il uniquement dans les parties classées ou dans les autres modes de jeu ?

• Avez-vous effectué des modifications avant l'apparition du problème ?

En attendant, essayez de effacer le cache (vous trouverez la marche à suivre pour votre plateforme ici : https://support.activision.com/articles/deleting-old-files-from-playstation-4-and-xbox-one-consoles).

Je suis en attente de votre réponse,

Basic request info template (VR) (date) (error message)

Action(s) Taken/Troubleshooting Performed: 

-UNO:

-PDT info: n/a

Action(s) Taken/Troubleshooting Performed: 
- Clear cache
- date issue started
- VR
- ask if other Game modes affected

Info. Requested from Player (if applicable): n/a

Related Cases (if applicable): n/a

Approved By (if applicable): n/a

Buy again the game 

Merci pour votre assistance, nous apprécions la mise à jour.

J'ai examiné le problème que vous signalez et j'ai découvert que notre équipe en était informée et qu'ils sont en train de le résoudre. Il est regrettable d'apprendre que vous rencontrez ce problème. En tant que joueur, je peux comprendre les implications de ce problème. Bien que nous n'ayons pas de date de résolution confirmée pour ce problème, nous pouvons vous assurer qu'ils font de leur mieux pour le résoudre dès que possible.

D'autre part, nous aimerions mentionner qu'en tant que Player Support, notre mission principale est de garantir la meilleure expérience possible, ce qu'implique de faire de notre mieux pour obtenir le meilleur résultat possible pour nos joueurs. Cependant, il y a des moments comme celui-ci où nous ne sommes pas en mesure de fournir la résolution recherchée aussi rapidement que nous le voudrions. Nous vous remercions de votre compréhension.

En attendant, nous vous invitons à continuer à surveiller les réseaux sociaux pour toute mise à jour sur ce sujet :

• Activision : https://twitter.com/Activision

• Infinity Ward : https://twitter.com/InfinityWard

Si vous avez besoin d'aide pour tout autre problème à l'avenir, n'hésitez pas à nous contacter. Nous nous ferons un plaisir de vous aider.

Known Issue (empathy)

Action(s) Taken/Troubleshooting Performed: 

-UNO:

-PDT info: n/a
- Clear cache
- date issue started
- VR
- ask if other Game modes affected

Info. Requested from Player (if applicable): n/a

Related Cases (if applicable): n/a

Approved By (if applicable): n/a

Je suis Alma, de l’Assistance d’Activision. Je suis content de vous aider aujourd’hui.

Je suis désolé d’apprendre que vous êtes confronté à cette situation avec le jeu. En tant que joueur, je sais que cela peut être un peu ennuyeux.

Pour mieux nous guider, veuillez envoyer une vidéo non coupée (téléchargée sur YouTube) montrant la situation.

De même, comme méthode de dépannage pour résoudre ce problème, essayez les étapes suivantes:

• Essayez un autre réseau. (cela inclut: Hotspot, sans fil ou partage de connexion USB).

• Essayez une connexion filaire et une connexion sans fil. (Si vous utilisez une connexion filaire, essayez d’utiliser un autre câble).

• Vider le cache: Vider le cache et supprimer des fichiers sur une PlayStation, une Xbox ou un PC: Vider le cache et supprimer des fichiers sur PlayStation, Xbox ou PC (activision.com)

• Cycle d’alimentation: Éteignez le modem (au moins pendant 3 minutes) et rallumez-le.

• Vérifiez si aucun autre appareil n’est connecté au réseau.

• Démarrage mode d’usine: Restaurer ou réinitialiser Surface pour Windows - Support Microsoft

Une fois que vous avez fait cela, essayez d’ouvrir à nouveau le jeu. Si vous remarquez que le problème persiste, envoyez-nous les informations suivantes:

• Nom du jeu concerné.

• Quand le problème a-t-il commencé?

• À quelle fréquence cela se produit-il?

• Est-ce que cela se produit dans tous les modes de jeu?

• Avez-vous remarqué quelque chose qui pourrait déclencher ces plantages/blocages?

• Avez-vous modifié les paramètres du jeu, du réseau ou du matériel avant le début du problème?

• Le problème persiste-t-il lors de l’utilisation d’un autre compte?

• Est-ce le seul jeu où vous rencontrez ce problème?

N’hésitez pas à nous contacter avec l’information, dès que vous l’avez.

Bonjour ,

Merci pour votre réponse et pour la mise à jour.

Basic ts

Je m'appelle Alma et je travaille au service d'assistance d'Activision. Je suis très heureuse de pouvoir vous aider aujourd'hui.

Je comprends que vous avez -----. Je serais heureux de vous aider à résoudre ce problème. Pourriez-vous me fournir les informations suivantes :

• Quel est le nom exact de le bundle que vous avez achetée ?

En attendant, pourriez-vous :

• Essayer de vider le cache (vous trouverez la marche à suivre pour votre plateforme ici : https://support.activision.com/articles/deleting-old-files-from-playstation-4-and-xbox-one-consoles).

Je suis en attente de votre réponse,

Malheureusement, dans ce cas, nous avons confirmé que vous êtes dans un état de matchmaking limité. Mais heureusement, il ne s'agit pas d'une situation permanente. Cependant si des infractions sont constatées sur le compte pendant cette période, il en résultera un bannissement permanent. Toutefois, si aucune infraction n'est constatée, tout reviendra à la normale.

Veuillez consulter notre politique de sécurité et d'application pour plus d'informations à ce sujet https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

Veuillez noter que nous ne pouvons pas vous indiquer la durée exacte de l'état ni la date de fin de la période. Nous sommes vraiment conscients de votre mécontentement, mais malheureusement, dans ce cas, vous ne pouvez faire autre chose que d'attendre.

Si vous avez besoin d'aide supplémentaire, n'hésitez pas à créer un nouveau ticket et nous serons heureux de vous aider. Merci d'avoir contacté Activision.

Merci de votre réponse, je vois que vous avez refusé la résolution de l'affaire. Si vous avez besoin d'aide, n'hésitez pas à me le faire savoir.

Si vous avez d'autres questions sur le processus, je me ferai un plaisir de vous aider. Dans l'attente de vous lire, je vous souhaite une bonne journée.

J'ai besoin que vous me disiez exactement quels sont les éléments que vous avez sur ---

Veuillez partager avec nous --- pour le valider.

Nous apprécions votre réponse et les informations fournies sans délai.

Je comprends que vous rencontrez de nombreuses difficultés pour ---. Maintenant, nous aimerions comprendre un peu plus la situation. Nous savons que ce processus a été très compliqué et nous nous en excusons.

Pourriez-vous s'il vous plaît me fournir les informations suivantes afin de poursuivre votre demande

• ---

Thank you for contacting Activision Player Services, my name is Alma and it is a pleasure to help you today.

I understand that you are contacting us about a ban on your Call of Duty Mobile account.

Please note that restrictions are the result of rigorous research conducted by our team of specialists in the matter. As Activision support, we have no information about the decisions made by the Security and Enforcement Team on this situation.

All restrictions in Call of Duty Mobile are final and cannot be reversed. For more details, please see the security and compliance policy : https://support.activision.com/es/cod-mobile/articles/call-of-duty-mobile-security-enforcement-policy

Note that we cannot override restrictions, as they are managed by the security and enforcement team. If you need further assistance, feel free to create a new ticket and we will be happy to help you.

Player denied resolution for the first time:

Hello,

I see that you have refused the resolution of the case file.

I wish I could help you get more information on the issue, but I must confirm that we have no further details to offer you in this case.

We do not have details on the decisions made by the Security and Enforcement Team. All restrictions in Call of Duty Mobile are final and irreversible, so we cannot contest or appeal them.

I hope you find this information useful. Feel free to contact us again by opening another case from our support site as soon as you need it, here are some scenarios, and useful templates for each situation.

Player denied resolution for the second time:

Hello,

I see that you have refused once again the resolution of the case file.

As stated above, since Mobile bans are irreversible, they are not subject to appeal. So although I wish I could give you more details, or guide you through a different process, we can only confirm that these bans cannot be contested.

That said, we have provided you with all the information we have available. Remember to visit the link shared previously for more details. We will then proceed to close your file.

I hope you find this information useful. Feel free to contact us again by opening another case from our support site as soon as you need it, here are some scenarios, and useful templates for each situation.

has context menu

Nous apprécions votre réponse. L'état de matchmaking limité est temporaire. Dans ce cas, il n'y a pas autre chose à faire que d'attendre que la période se termine.

J'aimerais pouvoir vous aider à obtenir plus d'informations sur cette question, mais je dois confirmer que nous n'avons pas d'autres détails à vous offrir dans ce cas.

Néanmoins, nous avons fourni toutes les informations dont nous disposons. N'oubliez pas de visiter le lien partagé précédemment pour plus de détails. Nous procéderons ensuite à la clôture de votre dossier.
J'espère que ces informations vous seront utiles. N'hésitez pas à nous recontacter en ouvrant un nouveau dossier sur notre site d'assistance dès que vous en aurez besoin. Voici quelques scénarios et des modèles utiles pour chaque situation.

Nous sommes vraiment conscients de votre mécontentement, mais malheureusement, dans ce cas, vous ne pouvez faire autre chose que d'attendre.

Si vous avez besoin d'aide, n'hésitez pas à créer un nouveau ticket et nous nous ferons un plaisir de vous aider. Merci d'avoir contacté Activision !

Dites-moi si cela répond à votre demande, je suis en attente de votre réponse.

Merci pour votre réponse et pour la mise à jour.

Afin de donner suite à votre demande, nous avons besoin de plus d'informations. Veuillez me donner une aide en procédant aux étapes suivantes :

• DXDiag :

  • Appuyez sur la touche Windows + R.

  • Tapez DxDiag et appuyez sur Entrée.

  • Dans la fenêtre DxDiag, cliquez sur Enregistrer toutes les informations.

  • Nommez le fichier "dxdiag" et cliquez sur Enregistrer.

  • Partagez le fichier avec nous au format TXT

• MSInfo :

  • Appuyez sur la touche Windows + R.

  • Dans la fenêtre Informations système, cliquez sur Résumé du système, sur Fichier, puis sur Exporter.

  • Lorsque la fenêtre d'exportation s'affiche, sélectionnez Desktop.

  • Nommez le fichier "MSInfo" et cliquez sur Enregistrer.

Important : les fichiers DXDiag et MSinfo doivent être au format .txt pour que le cas puisse être traité correctement.

Si vous avez d'autres questions ou préoccupations concernant la procédure, je me ferai un plaisir de vous aider. Je suis en attente de votre réponse,

Basic ts

Player wants to change email because of 2fa. This is another account.

Action(s) Taken/Troubleshooting Performed:

- UNO:

told to ask from the affected account

Info. Requested from Player (if applicable): n/a

Related Cases (if applicable): n/a

Approved By (if applicable): n/a

---

Salut ,

Nous apprécions votre réponse. 

Pour des raisons de sécurité, nous ne pouvons rien faire sur un compte différent de celui utilisé pour nous contacter.

Ici vous avez les instructions pour procéder:

• Vous allez vous rendre sur le lien suivant : https://s.activision.com/activision/login?redirectUrl=https://support.activision.com/my-cases

• Là, vous vous connecterez avec le compte correspondant en utilisant vos identifiants ou si vous ne vous souvenez pas de l'e-mail et/ou du mot de passe, vous pourrez utiliser les identifiants de n'importe quelle plateforme liée à celle-ci (PlayStation, Xbox, Battlenet, Steam). Pour ce processus, vous n'avez pas besoin d'effectuer l'authentification à deux facteurs

• Vous rechercherez les options pour créer un dossier.

Une fois que nous aurons reçu le dossier du bon compte, nous pourrons prendre des mesures, vous pouvez mettre ce numéro de dossier : --- comme référence.

adressez-vous à notre équipe avec respect afin que nous puissions vous aider

- UNO:
- Told player we cant grant 2fa codes to an account different from the one used for contacting us. Gave stap by step to log into his other account.

Info. Requested from Player (if applicable): 

Related Cases (if applicable): 

Approved By (if applicable): 

------

Bonjour ,

Merci de nous avoir contactés. Je m'appelle Alma, et je travaille pour le support d'Activision. Je vais vous aider aujourd'hui.

Je vois que le compte auquel vous souhaitez accéder ne correspond pas aux informations du compte que vous utilisez pour nous contacter. Je dois vous informer que pour ce type de cas, il est nécessaire que la demande soit faite en utilisant le compte Activision concerné car, pour des raisons de sécurité, nous ne pouvons pas prendre de mesures sur un compte différent de celui utilisé pour nous contacter. Voici les instructions pour procéder :

• Vous allez vous rendre sur le lien suivant : https://s.activision.com/activision/login?redirectUrl=https://support.activision.com/my-cases

• Vous vous connecterez avec le compte correspondant en utilisant vos identifiants ou, si vous ne vous souvenez pas de l'adresse électronique et/ou du mot de passe, vous pouvez utiliser les identifiants de n'importe quelle plateforme liée à celle-ci (PlayStation, Xbox, Battlenet, Steam). Veuillez noter que vous n'avez pas besoin du 2fa pour cette procédure.

• Vous trouverez les options pour créer un dossier comme vous l'avez fait avec ce compte.

Une fois que nous aurons reçu le cas du bon compte, nous pourrons prendre des mesures, vous pouvez mettre ce numéro de cas : comme référence.

We appreciate your response and the information provided without delay.

Since you are contacting us from another account, we are unable to verify that you are the owner. Only verified account owners can request changes to account details for privacy and security reasons, so we must close your file.

You can still play our games and log in to your Activision account if you have accounts linked to it. To log in to your account, select a linked account type on the Activision account login page, then log in to your linked account: https: //s.activision.com/activision/login.

Action(s) Taken/Troubleshooting Performed: 

-UNO: ---

- PDT info: n/a

- Following NF-1874

- email verification

Info. Requested from Player (if applicable): 

- email on account: ----

- email he wants: --- (not linked to another account)

- reason: ---

Related Cases (if applicable): n/a

Approved By (if applicable):  n/a

---

Bonjour ,

Je m'appelle Alma et je travaille pour le service d'assistance d'Activision. Je suis heureux de pouvoir vous aider à résoudre votre problème aujourd'hui.

Je suis vraiment désolé d'apprendre que vous avez des problèmes avec votre e-mail, mais permettez-moi de vous aider à trouver une solution possible. Afin d'aller de l'avant, pourriez-vous me fournir les informations suivantes ?

• Votre solde actuel de COD Points ?

Si vous avez d'autres questions ou préoccupations concernant la procédure, je serai heureux de vous aider. Dans l'attente de vous lire, je vous souhaite une excellente journée !

Merci de nous avoir contactés. Je m'appelle Alma, et je travaille pour le support d'Activision. Je vais vous aider aujourd'hui.

Je comprends que vous avez un problème de ----, mais pouvez-vous être plus précis afin que nous puissions mieux comprendre votre situation ?

Je suis en attente de votre réponse,

Merci de nous avoir contactés. Je m'appelle Alma, et je travaille pour le support d'Activision. Je vais vous aider aujourd'hui.

Comme vous n'avez pas accès à l'adresse électronique de ce compte Activision, nous ne pouvons pas vérifier que vous en êtes le propriétaire. Seuls les propriétaires de comptes vérifiés peuvent demander des modifications des détails du compte pour des raisons de confidentialité et de sécurité.

Créez la demande de changement d'adresse électronique sur le compte affecté. Notez que vous pouvez accéder à votre compte Activision (https://www.activision.com/) en utilisant les informations d'identification de votre plate-forme de jeu.

Please keep in mind that we don't have the reason for your account been placed in limited matchmaking, also, we are unable to provide a time frame or revert this, for now, you have to wait until the review is lifted on your account.

All the information we have is on this link: https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

Best regards.

----

Hi ,

Thank you for reaching out.  My name is Alma with Activision Support and I will be assisting you today.

I understand that you are trying to unlink your account. I know how inconvenient it can be to try unlink your account. Regrettably your account can only be unlinked once every twelve months and consequently we won't be able to continue with the support and will proceed to resolve this interaction, if in the case you happen to have any other issues or concerns about your account you can go ahead and open a new case. We appreciate your understanding.

Thank you so much for contacting Activision Support, I wish you a great day!

like 1

RICOCHET: Anti-Cheat Progress Report – Launch Readiness, Machine Learning and New Features

we can direct them to section 14 of the RICOCHET Anti-Cheat™: Call of Duty’s Anti-Cheat Initiative article and our Call of Duty Security and Enforcement Policy article for any questions. 

RICOCHET Anti-Cheat: Call of Duty’s Anti-Cheat Initiative

• https://www.callofduty.com/blog/2023/11/call-of-duty-ricochet-anti-cheat-modern-warfare-III-progress-report

• RICOCHET Anti-Cheat: Call of Duty’s Anti-Cheat Initiative (activision.com)

Thank you for contacting Activision, we know this isn't the solution you expected, but if you have any other questions we can answer we will be glad to help you out.

---

Bonjour Nicolas,

Merci de nous avoir contactés. Je m'appelle Alma, et je travaille pour le support d'Activision. Nous vous remercions pour votre réponse, Il est regrettable d'apprendre que vous rencontrez ce problème. Moi-même, en tant que joueur, je peux comprendre les implications de ce problème.

Malheureusement, nous ne pouvons pas vous fournir plus d'informations ou une solution différente. Tout ce que nous pouvons faire, c'est vous renvoyer à ces liens d'information :

• https://www.callofduty.com/blog/2023/11/call-of-duty-ricochet-anti-cheat-modern-warfare-III-progress-report

• RICOCHET Anti-Cheat: Call of Duty’s Anti-Cheat Initiative (activision.com)

Si vous avez besoin d'aide supplémentaire, n'hésitez pas à créer un nouveau ticket et nous serons heureux de vous aider. Merci d'avoir contacté Activision !

Nous apprécions votre réponse, si vous avez besoin d'aide, n'hésitez pas à créer un nouveau dossier.

Merci d'avoir contacté Activisio

• S'il s'agit d'une vidéo, vous pouvez la télécharger sur YouTube en tant que vidéo non listée.

• S'il s'agit d'une image, assurez-vous que le format est de type .jpg

J'attends votre réponse,

Thank you for reaching out to us. We understand that you wish to contact someone from our higher security team. However, as part of Player Support, we do not have access to the reasons or details behind any enforcement actions, nor can we remove or dismiss any active enforcement. These actions are solely managed by our Security Team.

For more information on Activision's Security & Enforcement policy, please refer to this article: Call of Duty Security and Enforcement Policy

If you require additional assistance, please don't hesitate to create a new ticket, and we'll be more than happy to assist you. Thank you for contacting Activision.

We truly appreciate your understanding and support.

Nous apprécions votre réponse. Je constate que vous avez refusé de résoudre le problème.

Malheureusement, nous vous avons fourni toutes les informations dont nous disposons. Veuillez consulter le lien ci-dessus pour plus de détails. Nous procéderons ensuite à la clôture de votre dossier.

J'espère que ces informations vous seront utiles. Si vous avez d'autres questions concernant la procédure, je me ferai un plaisir de vous aider.

Dans l'attente de vous lire, je vous souhaite une bonne journée.

si vous souhaitez changer de nom, vous n'avez pas de jetons disponibles et devrez attendre qu'ils le soient.

Si le problème n'est ni l'un ni l'autre, nous vous prions de nous l'expliquer un peu plus en détail afin que nous puissions vous aider.

Si vous avez besoin d'aide supplémentaire, n'hésitez pas à créer un nouveau ticket et nous serons heureux de vous aider. Merci d'avoir contacté Activision !

After looking into your account, it appears it has been permanently banned. Some bans may be appealed. You can find out if you're eligible to appeal a ban at https://support.activision.com/ban-appeal. Note that decisions made as part of the appeals process are considered final.

For more information on bans, please see the Call of Duty Security & Enforcement Policy at https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

I know this isn't the answer you were looking for, and we understand how you may feel right now. We encourage you to fill a ban appeal and hopefully you may regain access.

If you have any other questions or requests feel free to create a new ticket end we will be glad to help you out.

• Le contenu que vous avez acheté avec des COD Points peut être utilisé sur n'importe quelle plateforme liée à votre compte Activision.

• Les COD Points que vous gagnez grâce au Battle Pass ne peuvent être dépensés que sur la plateforme sur laquelle vous jouez lorsque vous débloquez un palier du Battle Pass donnant droit à des COD Points.

• Les points COD et tout contenu acheté avec de l'argent réel ne peuvent être utilisés que sur la plateforme où vous les avez achetés.

Vous pouvez consulter ce lien pour plus d'informations :

→Crossplay et Cross-Progression dans Call of Duty : Modern Warfare III : https://support.activision.com/modern-warfare-iii/articles/crossplay-and-cross-progression-in-modern-warfare-iii

Si vous avez d'autres questions ou préoccupations concernant le processus, je serai heureux de vous aider. Dans l'attente de vous lire, je vous souhaite une excellente journée !

(Cod points) (skins) (Cross)

Merci de nous avoir contactés. Je m'appelle Alma, et je travaille pour le support d'Activision. Je vais vous aider aujourd'hui. Je comprends que vous avez des problèmes pour charger votre jeu. Je suis désolé d'entendre que vous avez ces problèmes. Je me ferai un plaisir d'examiner le problème que vous rencontrez.

Pouvez-vous m'aider à vider le cache de votre console ?

• Éteignez complètement votre PlayStation 5. N'entrez pas en mode repos.

• Attendez que les lumières de votre PlayStation 5 s'éteignent complètement.

• Débranchez le cordon d'alimentation à l'arrière de votre PlayStation 5.

• Attendez une à deux minutes.

• Rebranchez le cordon d'alimentation sur votre PlayStation 5.

• Rallumez votre PlayStation 5.

Restaurer les licences

• Allez dans Paramètres > Utilisateurs et comptes > Autres > Restaurer les licences.  Sélectionnez Restaurer et attendez que l'opération soit terminée, puis essayez à nouveau d'accéder à votre contenu.

Si le problème persiste, essayez le suivant :

• Reconstruire la base de données sur les consoles PS5 et PS4 : https://www.playstation.com/en-us/support/hardware/safe-mode-playstation/

• Assurez-vous que votre console est à jour : https://support.activision.com/modern-warfare-ii/articles/modern-warfare-ii-installation-and-setup

Si vous avez d'autres questions ou préoccupations concernant le processus, je serai heureux de vous aider. Dans l'attente de vous lire, je vous souhaite une excellente journée !