My name is [NAME] from Activision Support. I am happy to assist you with your concern today.
It's unfortunate to hear that you are having problems accessing your account, but rest assured that I'll do my best to help you out. I'm glad to inform you that the Back Up codes have been resent to the email listed on the Activision account, please keep an eye on both your inbox and spam folder. Please make sure to enter the backup codes using the following steps:

1. Navigate to http://activision.com and enter your email and password to sign into the website.

2. When prompted to enter a Two-Factor Authentication code, players should click the “Need Help?” link just below the 2FA box.

3. Clicking the “Need Help?” link will open a new text entry box where players can enter a backup code.

Just in case, you should be able to find these backup codes in your email, try using the keywords "backup" or "Activision" in your mailbox search bar.
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!

(#2FA) (backup codes)

• Clear your browser's cache and cookies and try again.

• Clear your profile.callofduty.comand cookies and try again.

• If the problem persists, try using an incognito page.

• Try using a different device.

• Try logging 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, e.g. mobile data.

• If it still doesn't work, try changing your password.

If the above doesn't work, I can try resetting your 2FA so you can log in and then reset; if you agree, send me a video doing the procedure by typing in your backup codes so I can visualize the error you are getting, please. 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 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 arrive → Following Email Quarantine Process

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.

(#2FA) (backup codes)

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

(#2FA) (Battlenet) (Bnet)

My name is Tiffany 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 Verification Code, but let me help you find a possible solution. 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!

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

Thank you for your reply and for the update. 

I am sorry to hear that the problem continues, however let me assist you to find a possible solution. 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 code and for which process you need the verification code (unlinking process or email change)?
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!

(Verification codes)

1. What is the detailed reason for unlinking the account? If you wish to link your first-party account (Battle.net, Steam, Xbox, PlayStation) to a different Activision account, please provide me with the email under that account in question:

2. Could you please tell me if you get any kind of error when trying to unlink it manually? If yes, could you please send to me a picture or a short video of the error presented? You can attach it to the case in MP4 format or upload it to YouTube in hidden format and send us the link here.

*Take into consideration that choosing to link a platform account to another Activision/CoD account will not carry progress over, as stated in section 2 of the Cross-play and Cross-Progression article: https://support.activision.com/modern-warfare-ii/articles/crossplay-and-cross-progression-in-modern-warfare-ii

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)

• Open a new incognito page on your browser

• On your computer, please close any page related to Activision or Call of Duty

• Go to callofduty.com

• Login using the email address and not the platform (This is very important)

• Go to Profile> Account Linking and click on link to your account

• A one-time verification code will be sent to your email address

• Once you enter the verification code you will need to go to Account Linking and click on link your account one more time.

And you're all set. Thank you for contacting us!

(Unlink)

Thank you for your reply and for the update.

I know how inconvenient it can be to try unlink your account, we understand can sometimes be very frustrating; 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!

(Unlink)

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. You will create a new Activision account, which will be a Temporary Account. Please, do not use it to play, since it is just to recover your main account. Temporary Accounts are disabled after the resolution of the case, and all in-game progress and purchases will be lost.

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

3. 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).

4. Press on [SUBMIT].

5. 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 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)

My name is [NAME] from Activision Support. I am happy to assist you with your concern today. // Thank you for your reply and for the update. 

I'm really sorry to hear you're having issues with your e-mail, however let me assist you to find a possible solution. In order to move forward, Could you please send me the following when you get a chance?

• The e-mail address you wish to use (it cannot be linked to another Activision account) ?

• Current COD Points balance?

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!

(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.).

• The e-mail address you wish to use (it cannot be linked to another Activision account) ?

• Could you please, share with me a screenshot of the conversation with the email support team?

I remain attentive, thanks in advance.

(Email change)

----

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.).

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!

(Email change)

-----

(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)

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)

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

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)

Thank you for this update. As a player myself, I understand how painful it can be to receive a penalty and lose your skill level. Unfortunately, we can't help you regain it or remove the penalty. We can, however, give you instructions on how to improve your console's performance.
In order to do that, please follow these steps.

First we will clear the cache:

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, or keep having issues, I will be happy to help you and provide you with more steps. 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

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

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)

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) (Steam)

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

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)

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

• Photo of the code on the purchase receipt or the code printed on under the can's pull tab.

• Photo of the code given by them for Activision.

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 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)

(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)

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

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

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)

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

Hi,

Thank you for your reply and for the update. 

I'd love to help you with your inquiry, but I'm afraid that I'm having a hard time determining what the issue is. Could you please specify what the issue is? Are you getting any error messages? Is the game crashing? Does it freeze?

I'll be waiting for your response.

If he does not clarify it

Hi,

Thank you for your reply and for the update. 

Since I have no means to determine what the issue is, I'm forced to close the case. I appreciate your understanding in advance.

Please bear in mind that you can always contact us back if you have any issues, we'll be happy to help.

Unnamable word (shadow banned)

Confirm Active Enforcement (ban) (confirmed)

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

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

• 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)

• 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)

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)

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)

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)

Unlink (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)

• 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)

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)

• 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)

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)

• 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

• Please speak with our team respectfully so we can help you get to the bottom of this.

• Our team will not provide you with service if you continue to use derogatory language.

Acknowledge the issue and show you understand

• I have experienced a similar problem recently, so I understand what you are saying. Let me see what I can do to help you out.

• I want to make sure that I have a full understanding of what you’re telling me. I’m hearing that...

• That would be disappointing, especially when… [paraphrase the customer’s perspective or efforts]

Closing Statements

• 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!

• I really appreciate your patience as we’ve gone through all of this. If I missed something or you’ve got additional questions, let me know. Otherwise, have an excellent rest of your week!

• 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.

Friendliness/Statements to Put Customers at Ease→ Friendly customer service is treating customers with empathy and going the extra mile to meet their needs.

• I’ll work with our team here to resolve this.

• I will be sure to pass on what you have told me to our higher team.

• I see the problem here!

• I get how this could be confusing.

• I know what you mean, I'm with you and I'll love to help you out!

• I am sorry to hear this happened to you, let me help you right away!

Attentiveness and Comprehension / Understanding→Someone who is full of attention, watching and listening carefully

• I am sorry to hear this happened to you, let me help you right away!

• It is unfortunate you have come to encounter this issue. I will be glad to check on this for you.

• We will do our best to find a solution for you.

• I understand what you are saying. Let me see what I can do to help you out.

• You are right

• I know how upsetting this must be.

First response ONLY. 

Hi/Hello/Hey There [NAME], 
My name is [NAME] from Activision Support. I am happy to assist you with your concern today. 

Hi/Hello [NAME],
Thank you for reaching out.  My name is [NAME] with Activision Support and I will be assisting you today.

Hi/Hello/Hi There [NAME],
We’re glad you contacted us so we could help resolve your question/concern.

2nd/3rd response:

Hi/Hello  [NAME], 
Thanks for your help, we appreciate the update.

Hi/Hello  [NAME], 
Thanks for providing the information we requested. 

Hi/Hello  [NAME], 
We appreciate your response and the information provided.

Hi/Hello  [NAME], 
Thank you for your reply and for the update. 

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

W2C Closing Statements

General

• Take care,

• Thank you,

When providing steps/final steps for resolution

• Hope this helps,

• Thanks in advance from your help,

When requesting additional information 

• Looking forward to hearing from you,

• Much appreciated,

• Thanks in advance,

• I'll be looking forward for your answer,

• I'll be waiting for your response,

• Please keep me posted,

• I'll keep an eye out on your response,

• I know this isn't the answer you were looking for, and we understand your dissatisfaction, but unfortunately there's nothing else we can do in this case. If you have any other questions or requests feel free to create a new ticket end we will be glad to help you out.

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

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. 

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

• After looking into your account, it appears that the account was placed in a limited matchmaking state by the Security Team. If infractions are found on the account during this period, it will result in a permanent ban. However, if no infractions are found, everything will return back to normal. Please review our Security & Enforcement policy for more information regarding this 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:

• 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.

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

• 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.

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:
After looking into your account, it appears that the account was placed in a limited matchmaking state by the Security Team. If infractions are found on the account during this period, it will result in a permanent ban. However, if no infractions are found, everything will return back to normal. Please review our Security & Enforcement policy for more information regarding this https://support.activision.com/articles/call-of-duty-security-and-enforcement-policy.

BAR Referral:
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.

BAR Denied:
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.

Ban appeal request (BAR)

• 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

---

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

Account verification is required to change the email address on your Activision account. A one-time verification code will be sent to the current email address and must be entered to complete an email address change.

If you don't have access to the email address on your account, you will not be able to change your email address. However, you can still log in to the account if you have any accounts linked to it. To do this, select a linked account type on the Activision account login page, then log in to your linked account.

If you need help accessing an email account, please reach out to the email account provider for assistance.

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.

-------
 
NOTE: First Party purchase receipts are NOT considered valid proof of purchase when verifying current ownership status, as they only show the initial purchase – not the refund. To find Transaction History, please see:

• 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:
Have you requested a pre-order refund from the point of purchase? Keep in mind that pre-order bonus content is only available on accounts with active pre-orders.
 
Pre-order proof of purchase verification:
Can you please provide a screenshot of your (Xbox/PlayStation/BattleNet/Steam) Transaction History taken today?

Refunds

----

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.

• 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.

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

• 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)

  • 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 on PC

• Try another browser and on Incognito mode

If it still doesn't work, please provide the following information 

• Region

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

Please let me know if this works,

• A little more information about the problem you're experiencing

• Date the problem started (approximate date)

• Provide a photo or video showing the problem.

• If it's a video, you can upload it to YouTube as an unlisted video.

• If it's an image, make sure it's in .jpg format.

• If you get an error message, please send me an image.

• In which game modes does this problem occur?

• Did you make any changes before the problem occurred?

In the meantime, try clearing the cache (instructions for your platform can be found here: https://support.activision.com/articles/deleting-old-files-from-playstation-4-and-xbox-one-consoles).

I look forward to hearing from you,

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.

• 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.

You can check this link for more information:

→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

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) (skins) (Cross)