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Part of the PR's goal should be to not only help players but make it as easy on the player as possible. The current system is not ideal in making it easy for the players at all. Perhaps some in-game support center would be better than just telling everybody to check the email.
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We have to prioritize, but you do make sense here. Alternate ways of support have been discussed recently, but we need to prioritize so it may be a little awhile before that happens.