Toonslab
 

In this thread, I will be explaining the drawbacks and the lack of responses that comes from toonslab. Then I will give suggestions on how to improve Toonslab. Unfortunately, I won’t be able to provide screenshots because I have been waiting 15m and still no verification email from toonslab(Yes I checked the junk email)
The posts on this thread should be discussing the current toonslab and giving suggestions to improve Toonslab.

When you open Toonslab, you’re asked to enter the email you play the account on then verify by opening a link that was sent to your email. If this stage is not completed, you cannot contact toonslab. Unless if another email was used. The problem with this is that a lot of the problems that lead players to send a ticket is because they lost access to their graal email. Although they can just use a different email, it would be easier to just cancel the verification process. There is no point of asking the user to verify his email if he/she already verified that they know their graal email by typing it in at the start. Any reason why this verification process exist?

After you verify the email, I believe they give you the option to pick the game you play on (Classic or...) this looks fine to me. Then you’re asked to tick one of the circles which has options next to each one of them. I assume 50% of the tickets toonslab recieve, the problem isn’t in one of the provided options. Therefore, my suggestion for you is to first provide the options using a drop down list then add more options especially “Ban appeal” if there isnt one already. I don’t think there is. Any reason why there is only very few options?

Lack of response: in all of the games I have personally played on wither they’re big games or smaller ones in-terms of popularity, my support tickets were never ignored. How are you going to fix your players problem if you can’t/don’t want to communicate with them? Graal lack if communications between players and players/players and admins in general. However, not responding to support tickets is a huge problem. Half of the issues cannot be fixed if not both sides communicated with eachother, we always get told to go toonslab but we never receive a response. I have sent over 10 tickets (regarding different issues) in the past and only got one respond for one of the tickets. If you guys add more problems options like I suggested above, you can priorate what tickets should be solved first. Any reason why 90% of the tickets are ignored?

Remember the posts of this thread should only be Toonslab-related.

I get problems that come up and it usually takes a few minutes for the verification email to be sent to me. Then most of the time toonslab responds within a few hours or a day.

The last Linked Ban/Mistake Ban I received and appealed, Toonslab unbanned me and never replied to the ticket. kek. Also Era Toonslab Support responds the day you send your ticket in(most of the time within 10 hours the issue is handled or responded upon). Alot of the time CLassic lacks that within 24-48 hours response

Toonslab should consider using this customer support software: https://freshdesk.com

In addition, responses should be the minimum 2-4 business days, unless there’s too many requests to handle at the moment. The replies shouldn’t be broad, it should be specific and detailed, especially for ban appeals and in-game related issues. Only use automated responses when necessary like for general requests. Also consider having an updated FAQ section in Toonslab’s customer support page because not many users lurk in the forums to find answers.

Optional: Live Chat

Toonslab has so many issues with it...Toonslab in my opinion it was actually better in 2015 or 2016 before the whole apparently someone hacked into the database or something so they changed how the verification for support works. The old system you could see their reponses, You could see that they read it, And actually post a screenshot. They tell you in the new system to put a picture, But there is no option to... Again classic seems to think their stuff out don't they

Send the screenshot to the support email with the ticket number in the subject. I got rejailed by mistake on the same day i was released on era and i just replied to the ticket numbered email instead of resending a request and they responded again

Lol live chat is expensive to run dude.
they changed it after small collection of their data was hacked. Used to be able to provide pictures and stuff.
old toonslab was better, but we have no option. i've seen a game with no support page at all, so can't complain. (that game was making 50+ millions..)

What server you play on? I play on graal Classic and out of all my support tickets I have only recieved one respond. Even-tho some of my support tickets requires and answer and I was never rude or anything like that in my the tickets I sent.
Do you actually guys get responses from your support tickets? If so, what server you play on?

Feel free to move this thread into another sub-forum @ moderators. I thought the posts will be focused on graal Classic toonslab but I believe it’s better to discuss toonslab quality on all graal servers.

Classic. And I get them almost every time I submit something.

15 minutes?

Hell I submitted multiple tickets over the last 2 years and never even got a confirmation.

We feel your pain

I mean before you submit the tickets, you’re supposed to verify your email. I did not recieve that email for whatever reason, I do usually get the verification email though.

Can't recieve verification email
 

I am having an issue where I cannot receive the verification email to log into my main acc. for 3 weeks toonslab hasn't responded to me at all, even though I explained my issue multiple times.

The solution is that unixmad must track down Bell, beg her to take her old job back, and then pay her handsomely. She was the best / only support staff this game had.

WHAT THE?!?!


DID YOU JUST SUGGEST SOMEONE WHO WORKS FOR GRAAL SHOULD BE PAID?! ARE YOU OUT OF YOUR MIND?! THEY MUST BE PAID IN GRALATS...because it cost nothing to pay them in that manner

Graal Era
 

Ive been released from a wifi jail within 4 hours of appealing, Era's SUPPORT Staff are more responsible. It took classic 72 hours to unjail me from a wifi jail lol. AND they NEVER RESPONDED XD

I would say, Graal online classic actually reads most toonslab tickets. If they’re ban appeals they’re probably going to get unbanned (if the player wasn’t supposed to be banned). The problem is because of the fact they don’t reply to tickets even-though they do read most of them. As I stated earlier, you cannot fix all problems if communication didn’t take place from both sides therefore, admins should reply to tickets. I still think ban appeals tickets should be responded to, because a player needs to know of his ban and why he was banned regardless if it was a false ban or not. The reason in the ban screen isn’t enough in my opinion and it’s useless to false bans.

So... This is an update from a post I made 3 days ago. Whoever was behind it solved my issue under 3 days and replied back saying they resolved it. I don't know, but that's actually amazing. I rarely had any issues with Toonslab, but I'm actually impressed now. I don't want to bother them with my appreciation reply, but I hope my message gets sent thru here.

If the person who checks toonslab doesn't like you, the rules cannot defend you lol
I don't think it matters if you write a whole text explaining the situation, they won't read it, especially if you have a bad reputation with toonslab.

They made an official discord because they didn't like the fact that people were hanging around outside their game, that's the truth.

A lot of special treatment too, a lot of people who have lost their account didn't hear anything or get help from toonslab, from a logical perspective they are simply lazy. You look at Sarah, she lost her email fairly and gets the whole stuff back with a new account then she gets allowed to do GST with a VPN because China has a lot of things banned or whatever, at this point I don't know what to say lol

Now even the forum has changed, the place where you might actually open up discussions with other Graalians, I am not defending myself or anything but showing (you) the community how things work out around here

Graal as a whole is nothing really more then just there to bring in money, Hell a year ago I sent a ticket to report a player and they respond with they can't lift my ban. what? Literally nothing i sent was about me being banned or anything of the sort. Overall as long as graal makes money, They probably won't care what happens to any of their players just as long as it doesn't make any trouble on their end

Yeah I feel like there should be some sort of official communication with the staff responsible for dealing with bans, in-game feedback, issues, reporting, etc...

Sending in a ticket means nothing at this point, if you get no response or ticket confirmation number (as you do with typical ticket systems).

The 'forums not being the place to discuss bans' thing kind of makes no sense if this is the 'official' forum now. Maybe just open a whole subforum for issues of that nature? There should be steps to follow in order to escalate that do not include getting stifled by moderators, if (this is the important part) it is used with civility and no profanity or 'admin bashing.'

Honestly tho out of 20 toonslab tickets I sent I have only received one reply.
Who even reads the toonslab tickets? The graal police team admins? Global graal online staff members? Graal online admins?
If toonslab isn’t a place you can communicate to staff members with regarding issues and bans, if graalians forums isn’t a place where you can discuss issues and bans and if you cannot discuss them in-game either then where are we really supposed to discuss them?
Please either start responding to every toonslab tickets and make the existence of toonslab actually useful. Also, the reasons for the bans should be way more detailed. For example, right now if someone says “f*ck you ugly ***** you....” (excuse my language) he will get banned and on his screen the reason will either be “multiple banns” or “harassment” why not show the player what he said in the ban reasoning? And please “multiple bans” is not even a reason.
Again there is so much more possible improvements can be made to improve the communication between staff members and players.

I agree, ban reasons should be more detailed so the player has an easier time to learn from his mistakes.

I actually suggested this a long time back, Having a note on the ban to make bans more professional and overall better for communication. Though the main reason I feel we should have notes is to stop random bans so a player actually has to do something bad in order to get banned. I'm not saying admins wrongfully ban for no reason all the time. But I've noticed WAY too many instances of someone banned for things they didn't do. Reason i know they didn't do it for sure is because I could even happen to spend most the day on graal with them and they'll randomly be banned with hacking and cheating. And among many other times I've been there to witness it..players should not be punished at random for things they didn't do. That's just flat out wrong, That's basically like sending a guy to death row for a murder they never done.

Overall I figure the reason whoever random bans is able to get away with it is because there isn't t really anyone to stop them, And the only way to repeal a ban is Toonslab, Which we all know is basically non-existent of a help center

Toonslab support has become obsolete. This is probably the first game to my knowledge whereas you aren’t allowed to discuss bans or any relevant issues on its official forums. And that you aren’t allowed to update your email to your account.


Toonslab should follow this game’s site if they want a more reliable support system:
https://us.battle.net/support/en/games/services

They don’t allow ban discussions because they really don’t care. The game has a long history of bad people in positions of authority abusing their powers. Selling staff positions in Delteria, selling items for USD in era and instead of being discipline they get chosen to be PWA. Toonslab was just added, so they could basically say “stfu we don’t care”


I’ve said it before, graals main concern is keeping all the social players happy. You know the ones spending money. Competitive players are to cool to buy gralats for silly lil hats.

Before I get accused of bashing the staff I want to point out that there are a lot of ****ty players too.

Can't speak on your specific issue, maybe the timer wasn't glitched and you were getting re-banned by link? There's a lot that could be happening.

Also, you say this is the first game to your knowledge that doesn't allow you to discuss bans on the forums, but your example doesn't seem to? Maybe I'm missing the right subforum:
https://us.battle.net/forums/en/wow/topic/20765067558
There are no "random bans" that happen out of malice as you suggest from the Graal Police team. Sometimes mistakes happen, but it is rare and Toonslab overturns them and it is brought to my attention.

Your friend probably shared accounts with someone who broke a rule, and was banned by link if you are absolutely sure they did nothing wrong. However, I wouldn't rule out the fact that they were hiding something from you.

I have explained "Multiple Bans" so many times it makes my head spin. If you want to learn about it, go to the FAQ center and read the rules. Unless the person has been banned for harassment an obscene amount of times and is still harassing, multiple bans won't be the reason they are banned.

In case you have missed my responses to other Toonslab threads, you can let me know if your ticket is lacking a response and I will check on it for you with the person who does tickets. This goes for everyone.

Check the FAQ building if you want a description of what any of the ban reasons mean. In general, they're pretty straightforward.

The banned person will just continue to lie about whatever happened or not tell the full story, as has always happened when they make threads (and always will). Yes, I do check sometimes. I don't think posting the evidence for the banned person will change this. They will have an excuse for any evidence you show them.

What I'd like anyone with Toonslab issues to take away is the bolded message above. I can't ensure you will be happy with the response, but I will try to get you one (though this has usually happened without my interference).

@Jarace, I’m referring to it’s support system, it’s clearly detailed and user-friendly. Toonslab’s support site looks like a 2nd grader created it. Here’s an article that can help with providing a reliable customer support page:

https://www.google.com/amp/s/www.hel...ge-design/amp/

Toonslab can’t afford it or too greedy to make it?

He doesn't share accounts, I'm pretty positive as he is not entirely the most open person, He wouldn't even let me on his account and I've known him for years. As for him holding any secret, it would be almost impossible given they was banned for hacking and cheating. And I was with him the entire day, and literally was in the same GH with the guy in the Cave in the GH where there is a spar room arranging furniture for ideas. Even if he somehow was hacking in my GH, Wouldn't explain the other handful of times where I've witnessed it...


Though I don't think it is the staff team, I can't imagine Snow,Noob,Mashboyellis,Dread, or other admins that I've met that are actually really nice people. The only admin i can imagine that would likely do such a thing is Milo given her behavior I've seen at times. But due to how random, And how sudden the bans are with people who probably never even met Milo makes no sense to me. Even though I can see Milo banning someone who simply caused a inconvenience even if they didn't do anything wrong, I don't think she is likely to just ban at absolute total randomness for absolutely no real resson. if that makes sense. But I'm also positive that random bans on some wavelength seem to happen more often than we realize it seems, I've witnessed too many times of something of the sort happening to just dismiss it. But as to how random bans happen if not the staff team is beyond me.

I do remember you explaining the reason of the ban "Multiple Bans" and from what I remember you said 90% of the times It's when a player been banned multiple times for the same reason. Then the reason "Multiple Bans" is issued which is a longer duration ban than what the player usually gets. However, this the same reason the player got banned for multiple times could be cheating or hacking, it could be harassment, it could be sexual harassment, game disruption and whatever the rest of the bans are. Could it not be at least "Multiple bans- harassment" for example? Because trust me some players are not very sure if they got harassing somebody/ sexually harassing etc.

Yes the reason of the ban explains what the player did but sometimes the bans are issued after a while of what they actually did. So they're like "I was offline when did I harass someone" or "I hasn't been online for days when did I hack". So would you not agree making the ban reason a bit more detailed will provide a much better explanation to players and will shorten the amount of toonslab tickets you guys receive regarding bans?

For example look at the popular game League of legends. When you get banned for harassing players they quote what you said and give you that as the reason for your ban
http://imgur.com/TRtfwyq.jpg
If it's because he speed hacked it can be "Hacking/cheating - speed hacking in spar"

I just feel like most players who are complaining about their bans is because they're denying the provided two words reason regardless if it's true or not. So actually telling them what they exactly done will put them on a stage where they can't say I didn't do that...

i suggested something like this years ago... -.-;;

What if they are already banned and can't read those lol

I thought multiple bans was for being banned more than once....

Anyway, toonslab, for me Anyway is pretty slow. Still waiting on a response. Also, why put “appeal on toonslab” if there’s no section for appealing bans there. Oh, and what’s the support email even for, they replied telling me to go to toonslab. Honestly, toonslab just needs to reply to tickets and they’re good

I think you believe we use Multiple Bans a lot more than we do. It's really rare and the people who get it know what it's for.

Making the reasons slightly longer won't change anything. Why would that stop them from simply saying "no I didn't"? If they don't care about being honest (they don't) It won't stop them, and neither will posting evidence.

I don't see your point about sexual harassment vs normal harassment. If a player has to actively wonder "gee, which instance of harassment did I get banned for? The sexual harassment or the normal harassment?" I would suggest not doing either.

If you haven't been online for days since your ban, try contacting Toonslab for an unlink, because it sounds like you were banned because you shared accounts with someone who is now banned.
Seems like you just don't like Milo? If someone was banned for no reason and they appealed, it'll get overturned. If they don't get a reply, they're welcome to contact me and I'll look in to it. Same goes for your friend.
I'll admit, you have a point about the rules not being accessible after a ban. While they could ask a friend to look for them or look at the code of conduct online, I'll see about posting the information from the FAQ here so people can read it.
Like I told you in PMs, use the "Other" option. I thought you got a response since you never replied to me after that, but it would seem that was incorrect.

I'm not that type of players who usually gets banned and I believe last time I was banned was somewhere in 2017/2016. I don't know what goes through the banned players head when they deny their bans, wither they actually don't know why they were banned for or they exactly know why they were banned for but they're just not being honest. Therefore, I can't disagree with you saying showing evidence of what they did won't change anything since you deal with those type of players regularly so you know them better I guess.

I wasn't really trying to compare harassment bans and sexual harassment bans, just used those two ban reasons as an example. At the last section of your post, I actually experienced that ban late 2017, I sent a toonslab ticket but didn't get a respond for few days then I sent a PM to Dual and then I received a reply from toonslab informing me that I have been banned because of my account being linked to someone. That was the only reply I ever received from toonslab.

I believe you're misunderstanding me a bit, I'm not trying to start an argument in this thread towards staff members. Although I mentioned that reasons of bans should be more detailed but that's only because I thought that would decrease the amount of tickets that gets send to toonslab. Which is the only problem i'm thinking of that is not allowing the guy who deals with toonslab tickets to respond to us. The whole point of this thread is to improve the communication between staff members and players and the most appropriate way would be through toonslab that always has problems.

Yes, thank you for allowing us to PM you when toonslab don't respond to our tickets so you can tell the guy/s who deal with toonslab tickets to reply to us. It isn't your fault because toonslab is lacking and maybe not the fault of the person who deals with those tickets if it's just one person. Toonslab should have more than one trustable staff member to deal with those tickets. That way no body has to wait days for nothing and you won't have to receive pms from us neither telling the guy who deals with toonslab….

Me personally didn't experience any issue with the bans I received in the past and neither with any grail police staff member and this thread wasn't created for that purpose so Rusix can we avoid this type of posts in this thread please. That way maybe we can get the attention of whoever deals with toonslab.

Well, Jarace is allowing us to PM him when we experience a problem with toonslab which is a good temporarily fix till something is done.

Feel free to close this thread if the other posts from Rusix and whoever are going to be based on how the GP team do their job on graal.

I might be misunderstanding some specifics, but I didn't think you had any bad intent. If I seemed short, sorry - it was just because I was trying to respond to everyone quickly. I once wanted to do something similar to what you suggested with the League of Legends example, but my opinion has changed. Maybe some day it will happen, who knows.

I think the thread is fine to stay open, there have been some other suggestions come up. Bryan, for example, suggested changing the appearance of the support site. We'll see how it goes from here.

I have to disagree with that, imo you guys have way too much trust in your GP

That is the problem with multiple bans, you should not be considered a liar due to multiple bans, you should have a fair check up like everybody else. Being banned in the past does not mean you actually done something on the current ban.

There are probably many liars appealing about a ban but putting everybody in the same category due to multiple bans is incorrect. People actually learn from being banned.

I showed my travel documents to prove that the 24th June when I got banned in a hotel in Asia, was a mistake and yet all my evidence was turned down. If showing all tickets matching accounts IP addresses aren't enough idk what is.

Everybody appealing regardless of reputation should be looked into fairly and not this one-minute rushing from toonslab, most people I know are fed up with this. It feels like following the rules does not matter anymore, with a role like toonslab you cant have an excuse for its inactivity

what do you expect when the GP team consists of teenagers.

Hi, I have got a helpful suggestion which will make toonslab responds quality better when it comes to account transfer to another email requests.
When a player requests toonslab to transfer their account into a different email for whatever reason, they usually give as much information as they can. Sometimes the information they provide isn't helpful for their case but sometimes it is. Sometimes they don't provide information expecting toonslab to ask them for it. That's the case for toonslab. In other games like Fortnite and League of Legends, after sending a ticket. Their first respond to the player is asking them around 10 questions which will prove they are the original owners of the account that they own. So shouldn't this be toonslab first respond too?
An example of League of Legends question is "what were the first five champions you bought?" This could be "what was the first five hats you bought on graal?" or/and "what was the first mount you purchased?" "what is your graal ID?" etc. I'm not sure what graal keeps track of and what logs do they have but that's the sort of questions they should be asking to prove if the player HAD access to the account before, this doesn't really prove that they're the original owner though.

Questions which will prove they're the original owner of the account could be something like "What were the first three guilds you joined and what was the date?" "What and when was the last gralats pack you bought since date.." or "Approximately how many gralats pack have you bought? Did you buy mostly from the 27k gralats pack or.." Again I don't really know what graal has logs so those are just examples.

1. original account owner can scam people... by selling and then reclaim it later using those questions.
2. graal does log how many you have purchased packs. they also have receipts, but i think they search it thru numbers manually..
3. change of email should be automatic and easy process in game. and if they have problems during it, then they can submit a ticket.
^- but this was suggested like million times before ¯\_(ツ)_/¯ rip

Selling accounts is against the rules anyways and they shouldn't be doing it. Most of the big games like Fortntie don't have an automatic process for transferring their account into email and I believe that's because of security issues.
I don't know if an automatic system to change the email is good for graal to be honest.

They should be allowed to update their emails because majority use outdated providers or lose access to it. This is really the only game (that I know of) that doesn’t allow you to change your email.

As previously mentioned, it is possible to change your email through Toonslab, but only within reason (If you lose access to the email for a valid reason such as it has become outdated). Players that have forgotten their passwords or emails should contact their email provider rather than Toonslab, because this is an email related issue, not an issue directly related to or caused by Graal itself.

I believe that changing your email should never be automatic or easy to do. If this was allowed, it would just be removing an extra layer of security in exchange for basically nothing at all.

I mentioned selling, cause it's an actual problem that exists on Graal currently. So those security questions really doesn't help. Relating to that, Runescape has a black market abuses that constantly, it's absolutely disgusting.

There are tons of video games out there that allows you to change emails whenever u want.. only thing you can't change is ur ID, which Graal accounts have it as well. So anything goes wrong, people can contact Toonslab with that. But iirc, devs once mentioned about Graal having serious underlying architect code problems, which they can't do anything with their man power. so I don't hope anything from it.

Changing your email is basically a very simple thing in virtually any app,game. Or anything. The ability to change email is a layer of security in itself. It's the entire reason why almost any app allows you to change emails.Even social media sites allow u to do such.Typically what happens when you change an email in most games is they'll allow you to change it but will send a "Revert change" to the original email. So if a hacker did change your email you could change it back via the original email. Which is why having the ability to easily change your email somewhat more is an added layer of security, Not a loss of security. Which is why do many games allow you to have this


As for a lost email, Most email providers don't or won't change your email for virtually any reason, It's almost impossible nowadays to retrieve a lost email as most emails in the past was hacked this way.

Agreed with Rusix. Also if you're worried about Graal's non-existing security, they can add second password to the game. That's much safer than what we have now.

I'm just bit mad with how every problem in this game revolves around same thing that were discussed years ago and these problems have not been solved, but it's critical, cause people always put same threads over and over. i mean for 2 devs they made amazing progress, but they rly need to hire much more to work on something like this.

You could just make this the forum banner and eliminate like 80% of player posts.

Although it’s not Graal’s problem and responsibility when a player loses access to their email. It’s the email provider responsibility to help out the player to give him access to the email again. However, that’s a 50-50 chance for the player to get his/her email back.
I would say Toonslab should still allow players to change their account email for whatever reason they can’t access their email. However Toonslab has bigger problems now, if they don’t have the time or enough staff members that deals with tickets to respond to bigger problems than dealing with a player who forget his email’s password then dealing with an issue like this shouldn’t really be their priority. But it’s definitely something they should consider after fixing whatever is stopping them from responding to tickets.

Can toonslab update their website and make it more user friendly, also can there be like some sort of email or chat system where the player can speak to a toonslab admin, maybe the chat can support photos and whatnot where the player can send and discuss the situation to the toonslab person or admin,

Add more response, as a player I see like there is not interaction with the player and aupoort admin so can you guys make communication better.

Sorry bad at explaining but think of it kind of like CoC support I guess

Maybe add a FAQ thing like what you see in Clash of Clans support (only game I can think of right now) with commonly asked questions and stuff about issues with logging in, ban related thsings, and possible ways to retrieve lost accounts.

There actually used to be a chat thing, In the old Toonslab there was a system where you could just drop your graal ID in a box as well as list the title to your problem and list how important the issue was(I think it was like 1-5 on stars). You could see on the website of the ticket was read, You can reply directly to their response as well as post images. Was a WAY better toonslab than now.


However back in March 2015 or so Toonslab apparently got hacked (Don't ask me why that apparently means you have to remake your entire support site, Not the slightest clue there) And the support system just flatline in how good it was in any regard whatsoever.

So I've been lucky(Or unlucky? Idk) to be able to test the Toonslab system after a somewhat unexpected incident where I got wrongfully banned during a specific admins event(Not going into detail, I already told a few admins i know what happened and they said they'll look into the specific admin i mentioned to them).

So I'm gonna see what toonslab does, Not gonna try and get help from admins or anything (It's 2 weeks i can wait that regardless lol) but I want to see what only toonslab does in a case where people are actually illegitimately banned. And see if the toonslab is in fact what they call poopy and doesn't actually help regardless even if you're wrongfully banned.