Q: What is Premium Support?
A: Premium support is access to chat and improved email service levels. Premium support is available only to players who have made the total purchase amount of $20 and above within 30 days.
A: If you have already waited the 24 hours for the system to update, then submit a new ticket with your receipt number and date of purchase. Our team will do a thorough review of your account and will respond back within 24 to 48 hours.
Q: Can I make multiple small dollar purchases and get Premium support?
A: Yes, multiple small purchases will be eligible for 30 days of premium support as long as the total amount purchased is above $20 dollars and is within the last 30 days. To view your recent purchases completed on Facebook, click on “Account Settings” then visit “Payments” to view your purchase history.
A: Yes. We often promote different types of sales. As long as your purchase amount is above the premium support threshold of $20 dollars, you will be able to enjoy the sale benefits as well as get access to premium support.
Q: If I make a purchase with CityVille, do I get Chat support access in another game such as FarmVille?
A: Yes! You can make a minimum purchase of $20 in CityVille and receive Chat support in other games.
Q: Why do I have to pay for chat support?
A: Our ability to provide live support is guided by the limited live-agent resources available and the number of issues we are currently handling. We periodically make updates to those guidelines to ensure an equitable distribution of resources to meet the evolving needs of our players. For more information, please click here.
Q: Why is it that I recently had access to chat, but now I don't see it anymore?
A: Your support issue could be related to one of the following articles:
A: Mobile purchases do not count toward meeting the Premium Support minimum monthly threshold of $20.
Q: Why is my friend/relative unable able to get access to chat support?
A: Please have your friend login into our support portal and submit their concern directly.
Q: Will players who have access to Premium Support have faster solutions for their issues?
A: Yes. Players who have premium support will have faster service levels.
A: The following games are currently available for Premium Support: Adventure World, Bubble Safari, Cafe World, CastleVille, ChefVille, CityVille, CityVille 2, CoasterVille, Empires and Allies, FarmVille, FarmVille 2,Pioneer Trail,Hidden Chronicles, Mafia Wars, Ruby Blast, The Ville, YoVille, Zynga Poker, Zynga Bingo, and Zynga Slingo
Q: Where do I find Chat Support?
A: You will need log into the Zynga Support website. There will be an icon that shows if a chat agent is available to assist you.
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