This article details what to expect when speaking to a Game Master (GM). If you need to reach customer support, contact us.
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There are three methods by which a GM may contact you:
- In-game chat
- In-game appearance
In order to access the GM Chat Window you must first click on the GM Chat Request icon located in the upper right-hand corner of your screen. This icon will only appear if a GM is attempting to contact you and will blink with a blue border anytime a message is received.
Note: Some UI modifications can cause the GM Chat Request icon to be invisible. To prevent this, restore your UI to its default settings.
If we can't reach you in-game, or if the issue doesn't need any further information, the GM may send an in-game mail to the character that submitted the ticket. You can also see all ticket responses in your Ticket Status page. Check both locations before resubmitting a ticket.
All email communications from GMs come from firstname.lastname@example.org. If you doubt the authenticity of any email from an @blizzard.com address, visit our Account Security page for more information about scams, phishing emails, and security in general.
Rarely, a GM may need to make themselves visible when contacting you. Visible GMs can be identified by the
Impersonating a GM
Some players attempt to use the authority of GMs to take advantage of others. If someone claiming to be a GM does not appear as detailed in this article, they are not official Blizzard Entertainment employees and should be reported.
Defrauding or Attempting to Defraud a GM
If a player attempts to defraud a GM, their account may be penalized. Attempts to defraud a GM include, but are not limited to, misdirecting a GM's attention, withholding information, providing false information, and any attempt to trick a GM.
Disobeying or Ignoring GM Instructions
Sometimes a GM may instruct a player to perform (or refrain from performing) certain actions. Disobeying or ignoring a GM's instructions may result in an account penalty.
Harassing the GM Staff
If a player or players send abusive tells, abusive tickets, or multiple tickets on the same closed issue to the GM staff—or otherwise misuse our reporting system—they will be asked to stop. If they continue, they may receive an account penalty.
The use of abusive or foul language directed toward the GM Staff is inappropriate and unproductive. If a player uses this type of language when communicating with a GM, they will be asked to stop. If they continue, they may receive an account penalty.
Note: If you would like to appeal a penalty placed on your account, please see How to Appeal Suspensions and Closures.
A GM will never ask you to do anything that would compromise an account or its personal information.
Article ID: 200527