Mortal Kombat Customer Service — Professional Guide

Overview: who handles support and when to contact them

Mortal Kombat IP is developed by NetherRealm Studios and distributed by Warner Bros. Interactive Entertainment (WB Games). For technical issues, account or purchase disputes, and refund requests related to any Mortal Kombat title (for example Mortal Kombat 11, released in April 2019, and Mortal Kombat 1, released in 2023), the primary customer-service channel is WB Games Support: https://support.wbgames.com. NetherRealm publishes developer updates and patch notes, but customer-service intake and ticketing are routed through WB’s support portal and the platform stores.

Contacting the platform store (Steam, PlayStation Network, Microsoft Store) is essential for platform-specific purchases, refunds, or account/platform bans. Steam’s refund policy is a clear example: Valve accepts refunds within 14 days of purchase and with less than 2 hours of playtime. Console platforms have distinct policies and occasionally require you to file the first claim with Sony or Microsoft before WB Support can intervene.

Primary contact channels and expected response times

Best practice is to open a ticket at WB Games Support (support.wbgames.com) and include detailed logs; WB uses ticket intake rather than phone-based frontline support for game-specific matters. Typical initial response times from WB Support are 48–72 hours for standard tickets and 24–48 hours for escalations tagged as “account compromised” or “billing fraud” (response windows can vary during launches or peak events such as new character drops or Kombat Packs).

For billing and refunds, contact the marketplace where you purchased the game first: Steam (support.steampowered.com), PlayStation Store (support.playstation.com), or Microsoft/Xbox Support (support.xbox.com). If the platform confirms that it cannot process a refund, include that confirmation (ticket ID or confirmation email) in your WB ticket to expedite escalation. For urgent security incidents (compromised account, unauthorized charges), flag the ticket as “Account Security” and attach transaction IDs and timestamps.

Troubleshooting common technical issues (crashes, rollback, matchmaking)

When reporting crashes, provide the following: exact game build or patch number (displayed on the game’s main menu), platform (PC/PS5/Xbox Series X), OS version (Windows 10/11 build number), GPU/CPU model, driver version, and a full crash log or DxDiag file. For Mortal Kombat titles, the most common PC crash causes are outdated GPU drivers, overlay conflicts (Discord/GeForce Experience), and corrupted shader caches. Updating to the latest vendor drivers (NVIDIA/AMD) and verifying game files via Steam or the platform’s “repair” function resolves roughly 60–70% of reported crash tickets in practice.

For online issues such as rollback, disconnections, or matchmaking failures, include latency tests: current ping to relevant datacenter (use the in-game server ping readout or run tracert/route to the game server), packet loss percentage over a 60-second period, NAT type on consoles, and whether you are using Wi‑Fi or wired Ethernet. Typical troubleshooting steps—set up DMZ or proper port forwarding for the platform, disable double NAT, and ensure UPnP is enabled on the router—resolve most matchmaking problems within one to two support interactions.

Account bans, appeals, and required evidence

If you receive a ban or suspension (temporary or permanent) inside Mortal Kombat’s online services, the ban notification usually lists a ban code and the date/time stamp. Do not file multiple identical tickets — that delays the queue. A successful appeal requires: (1) your exact in-game handle and platform account ID (PSN ID, Xbox Gamertag, SteamID64), (2) the ban code or screenshot of the ban message, (3) timestamps in UTC for the incident (year/month/day and HH:MM), and (4) any supporting video or network logs showing no wrongdoing. WB Support’s appeals team typically responds within 7–14 business days for non-urgent cases; complex fraud investigations can take 30+ days.

Be precise in wording: state whether you believe the ban was erroneous (false positive) or caused by third-party tools, and provide statements of any account compromise if relevant. If your account was compromised and items/real-money transactions occurred, request an “account security review” and include transaction IDs and chargeback evidence from the payment provider—this materially speeds escalations and increases the chance of account restoration or reimbursement.

Purchases, DLC, refunds, and pricing examples

Typical launch pricing: Mortal Kombat 11 had an MSRP of $59.99 at its 2019 console/PC launch for the Standard Edition; Mortal Kombat 1 (2023) followed contemporary AAA pricing trends with $59.99–$69.99 depending on platform and edition. Kombat Packs (character DLC bundles) historically range from $19.99 to $39.99 depending on included content and season timing. Prices vary by region, VAT, and platform sales. Always capture the receipt with the transaction ID and store order number when requesting refund or content restoration.

Refund mechanics differ by platform: Steam offers refunds within 14 days and under 2 hours of play. For PlayStation and Xbox, platform-specific return policies apply and often require initiating the refund request through the console store or web support portal. If the platform denies a refund and you have a valid chargeback or consumer-rights case, include a copy of denial correspondence with WB Support to allow for manual review of in-game content delivery or licensing issues.

How to file an efficient support ticket — checklist and templates

• Required ticket data: game title & version (e.g., Mortal Kombat 11 v1.33), platform (PS5/Xbox Series X/PC), purchase receipt/order ID, in-game handle + platform account ID, date/time of incident (UTC), screenshots/video, and problem reproduction steps.
• Technical attachments: DxDiag text file (Windows), game logs (located in %LOCALAPPDATA% or saved game folder), traceroute results, and router model + firmware version if network-related. For billing: last 4 digits of payment card, payment timestamp, and store order number.
• If appealing a ban: include ban message screenshot, explicit timeline of account activity, any prior support ticket IDs, and a short, factual statement (50–150 words) explaining the case.

Quick resource links and escalation paths

• WB Games Support portal (primary): https://support.wbgames.com — ticket intake and knowledge base.
• Platform support: Steam (support.steampowered.com), PlayStation (support.playstation.com), Xbox (support.xbox.com). Use platform order IDs when contesting purchases.

How to contact customer support ml?

Okay now I’m going to flip my phone. And here you can um either go to notice and click here. And you’ll be able to send feedback or instead of that you can go to help. And type in your problem.

Can I contact Steam support directly?

If you need customer service or technical support regarding Steam or Valve games, visit Steam Support at https://help.steampowered.com, where we can most efficiently direct your issue to the attention of the right team.

How do I contact Game Time customer service?

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Is there a phone number for Microsoft support?

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