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[resolved] Tsw Support Tickets Not Working

Discussion in 'TSW Troubleshooting & Issues Discussion' started by anonymous260, Apr 5, 2026 at 2:40 PM.

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  1. anonymous260

    anonymous260 Member

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    Hello, I am trying to submit a ticket for TSW but everytime I go to verify the email, it says the link has expired even though it has been less than a minute since the email came through. Is anyone able to help please?
     
    anonymous260, Apr 5, 2026 at 2:40 PM
    #1
  2. nlitement

    nlitement New Member

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    I activated mine successfully a couple of weeks ago. The email started with "Welcome to Focus Home Interactive. Please click the link below to create a password and sign-in.". Just to check, does yours say the same?
     
    nlitement, Apr 5, 2026 at 4:41 PM
    #2
  3. eMAyTeeTee

    eMAyTeeTee Well-Known Member

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    Never used DTGs support ticket system, but I always hated the things. So complicated and convoluted for no actual reason. Just let me send an email...
     
    eMAyTeeTee, Apr 5, 2026 at 5:12 PM
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  4. anonymous260

    anonymous260 Member

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    Hello, mine says it has been delivered by Zendesk and then says that the verification link has expired
     
    anonymous260, Apr 5, 2026 at 9:51 PM
    #4
  5. nlitement

    nlitement New Member

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    DTG does use Zendesk. Have you tried using "reset password" on support.dovetailgames.com? It's a separate account from your Dovetail Live account in any case.
     
    nlitement, Apr 5, 2026 at 10:08 PM
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  6. randomshunter

    randomshunter Active Member

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    - Make support account
    - Submit bug report with photo and video evidence.
    - Wait 3 days.
    - Your report is marked "closed" by DTG support.


    Don't waste your time. It's not worth bothering with.
     
    randomshunter, Apr 6, 2026 at 5:51 PM
    #6
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  7. Princess Entrapta

    Princess Entrapta Well-Known Member

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    Never once managed to get it to let me register.
     
    Princess Entrapta, Apr 6, 2026 at 7:31 PM
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  8. DTG-Chris

    DTG-Chris Staff Member

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    Hi anonymous260 ,

    Dovetail Support is indeed powered by Zendesk.

    Last month Zendesk introduced mandatory email verification for anonymous submissions to to protect against spam and malicious activity. So, if you submit a request anonymously you will need to verify your email address using the link sent when you created the ticket.

    Email clients like Gmail/Outlook have a habit of collapsing a chain of emails, so it may not always be obvious that you are looking at the latest response. Therefore, you may need to expand the email chain and check the date and time on the email, to make sure you are using the latest link.
     
    DTG-Chris, Apr 7, 2026 at 9:42 AM
    #8
  9. randomshunter

    randomshunter Active Member

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    If you have to verify your email address to submit an anonymous report, doesn't that defeat the object?

    What clown at Zendesk thought that was a good idea?
     
    randomshunter, Apr 7, 2026 at 12:01 PM
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  10. DTG-Chris

    DTG-Chris Staff Member

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    Unfortunately, Zendesk is a very large company and we were' not involved in this decision. However, the idea is to prevent anonymous reporting due to a rise in spam and malicious activity.
     
    DTG-Chris, Apr 7, 2026 at 12:06 PM
    #10
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