Expert Guide to SWTOR Customer Service

This guide is written by a professional with direct experience managing MMO player support workflows and liaising with publisher support teams. It covers practical, actionable steps for every common SWTOR (Star Wars: The Old Republic) customer service scenario: contacting support, preparing evidence, billing and subscription issues, account recovery, technical troubleshooting, and reporting harassment or cheating. Wherever possible I include concrete procedures, typical timelines, and exact resources you should use.

All links and official entry points referenced below route through the publisher and official SWTOR channels; the canonical support portal for SWTOR is the EA Help site at https://help.ea.com/en/swtor/ and the official community pages at https://www.swtor.com/community. Use those first — they are the fastest route to ticket creation, live chat (when available), and escalation.

Support Channels and Typical Response Times

Primary contact methods: the EA Help portal (https://help.ea.com/en/swtor/) for tickets and live chat, the in-game Help → Contact Support tool for immediate ticket creation tied to your character, and the official forums at https://www.swtor.com/community for developer announcements. Supplementary channels include the official Twitter account @SWTOR and @EAHelp for status updates. Steam and Origin purchases route refunds or purchase disputes through their respective storefront support systems (store.steampowered.com and https://www.origin.com/).

Response expectations: first-response times generally range from 24 to 72 hours for standard tickets; billing and account-recovery tickets often take 48–72 hours for initial verification and up to 7–14 business days for complete resolution if extensive evidence is required. Urgent security compromises (account hijackings) frequently receive expedited handling and can be escalated to a 24–48 hour initial response when marked as “Account Compromised” in the ticket form.

Preparing a High-Quality Support Ticket

Submitting a clear, evidence-rich ticket is the single best way to speed resolution. Before you open a ticket, gather objective artifacts: order IDs, transaction timestamps, character and server names, screenshots and video, and technical logs (DxDiag and SWTOR logs). If the issue is billing-related, include the exact transaction ID from your payment provider (PayPal, credit card, Steam order number, etc.) and the last four digits of the paying card where applicable.

Attach complete reproduction steps and the timeframe (UTC timestamp). Indicate whether you are on PC (Windows 10/11) or Mac, the SWTOR client version from the launcher, and whether you use the Steam client. Below is a checklist to include as attachments — ticket agents will ask for these items by name, so supplying them up front reduces back-and-forth.

• Order number or transaction ID (e.g., Steam order #, PayPal txn ID) and purchase date/time (YYYY-MM-DD HH:MM UTC).
• Character name, server/legacy, and exact timestamps of the problem (UTC preferred). Example: “Player X harassed me on 2024-08-13 21:12 UTC on The Ebon Hawk.”
• Technical logs: a saved DxDiag file (Windows: Start → Run → dxdiag → Save All Information), SWTOR Launcher logs and game log (from %USERPROFILE%\\AppData\\Local\\SWTOR or the game install folder), GPU driver version and OS build (e.g., NVIDIA driver 537.13, Windows 11 22H2).
• Screen captures or short video clips (MP4 preferred) with exact timestamps, and a short, numbered reproduction sequence (1–5 steps) describing how to reproduce the bug or issue.

Billing, Subscriptions, and Refunds

SWTOR runs a free-to-play model with subscription and microtransaction options. Typical subscription pricing (as commonly listed through 2023–2024) was $14.99/month, $39.99/3 months, and $99.99/year — pricing can vary by region and promotions. Cartel Coin packs (in-game currency) historically include tiers such as 500 CC and 1200 CC; check the in-game store for current USD/EUR pricing. Always verify the store page at https://www.swtor.com/store or the payment provider before purchase.

Refunds: digital refund policies depend on where you purchased (EA/Origin, Steam, console stores). For EA/Origin purchases, submit a request via https://help.ea.com/ with the order number; Steam refunds follow Valve’s policy (https://store.steampowered.com/refunds/). If a chargeback or disputed transaction occurs, include the full payment evidence in your support ticket — billing investigations commonly take 7–30 days due to bank processing times.

Account Security and Recovery

Account security best practices: enable EA two-factor authentication (2FA) on your EA Account at https://myaccount.ea.com/ to add an extra verification layer. If you lose access to your account, prepare proof of ownership: the email address on file, full billing address, last 4 digits of the payment card used, and a recent transaction ID with date. These data points accelerate identity verification.

Account recovery process: open an “Account Compromised” ticket through the EA Help portal and mark the urgency. Provide the requested proof and be ready to change passwords and remove linked third-party apps (e.g., Steam or Xbox links). Typical verification and full account restoration is 48–72 hours when complete evidence is supplied; incomplete submissions are commonly delayed for weeks while agents attempt to validate ownership.

Technical Troubleshooting Best Practices

When reporting technical issues (crashes, FPS drops, disconnects), include system specs: CPU model, RAM amount, GPU model and driver, Windows build, and the exact SWTOR client build number. Common first-line fixes: update GPU drivers, run the launcher’s Repair tool (Launcher → Settings → Repair), clear the game cache (delete the LaunchPad and Swtor folders in %APPDATA% or %LOCALAPPDATA% after backing up settings), and disable overlays (Discord/Steam/GeForce Experience).

Provide a DxDiag file and the SWTOR logs when asked; these allow support to identify memory errors, shader compilation issues, or driver crashes. If you are comfortable, replicate the issue with a fresh user profile or on a secondary machine and note whether the problem persists — that differentiation (local config vs. account/server issue) is critical and shortens debugging time dramatically.

Harassment, Cheating, and Policy Enforcement

To report harassment or cheating, use the in-game report function where possible and then submit a support ticket with exact chat logs, screenshots, or video proof and the offender’s character name and server. For harassment, include timestamps and the channel (whisper, local, global). For cheating/exploit reports, include reproduction steps and the approximate economic impact (items gained, credits transferred), which helps the enforcement team scope the investigation.

Enforcement actions range from warnings to temporary suspensions (1–30 days) up to permanent bans. Agents triage reports within 24–72 hours for acknowledgement; full investigations that involve multiple accounts, economy analysis, or legal review can take 7–30 days. For GDPR/data requests from EU players, use the data rights forms on https://help.ea.com/ under Privacy & Data to request copies or deletion; these are processed under regional law timelines (commonly within 30 days).

Priority Matrix (Issue → Evidence → Typical Initial Response)

• Billing/charge disputes → Order/transaction ID + screenshot of bank/PayPal statement → 24–72 hours initial response; 7–30 days resolution.
• Account compromise → Proof of purchase + account email + recent transaction ID → 24–48 hours expedited response.
• Technical/crash → DxDiag + SWTOR logs + reproduction steps → 24–72 hours; developer escalations may take longer.
• Harassment/cheating → Screenshots/video + timestamps + server/character names → 24–72 hours for triage; full investigations 7–30 days.

Is SWTOR still worth it in 2025?

Interesting. It’s not the most modern MMO in terms of systems or visuals. But it has carved out its own little niche.

Is SWTOR still owned by EA?

Broadsword bought the rights to continue the game. They hired 40 of the SWTOR developers from Bioware to continue working on the game. The SWTOR devs opened up their own office in Austin separate from EA (still the publisher).

How do I contact SW:TOR support?

Contact Us By Phone

1. USA: 1-(855)-345-2186.
2. UK: (0203) 0141 826.
3. Germany: (0221) 8282 9212 (Phone support available from 09.00 CET – 21.00 CET)
4. France: +33 (0) 4 81 68 10 51 (Phone support available from 09.00 CET – 21.00 CET)

Can you have a girlfriend in SW:TOR?

Players of either faction and gender may pursue a relationship with either Theron or Lana during the “Forged Alliances” and “Shadow of Revan” storylines. Note that both relationships are treated as long flirtation dialogues and thus do not trigger notifications that you are about to enter a romance.

How do I talk to someone in SWTOR?

If they have something to talk about, there will be a triangle above their heads in a bar or on your ship or stronghold, and a voice box icon on their picture. For some reason you can only talk to them in a bar/ship/stronghold, because that’s been a thing in bioware games since Mass Effect.

How can I recover my SWTOR account?

How to reset your SW:TOR password

1. Go to the Account section on the SW:TOR website.
2. Select I don’t remember my password.
3. Follow the instructions on-screen.
4. Check your inbox for a password reset email with a link.
5. Use the link and set a new password.