Feedback System for Game Moderation

The feedback system is a tool we provide to support you with issues that need to be escalated. Our Game Moderation Managers receives a lot of tickets, so if you submit a ticket, it is very important that you give us all the information we need from the beginning. This will allow us to assist you quickly.

1. What to know

• The feedback system is not an appeal system. Refer to this article for more information.
• Suggestions must go through the official forums in our suggestions sub-forum.
• Failure to comply with these guidelines may result in the ticket being Closed. Any abuse will be punished.

2. How we handle tickets

1. We claim a ticket and mark it Under investigation for the time required to investigate the ticket.
2. When the investigation is done, we send in our reply and mark the ticket as Finished.
3. The ticket submitter has one week time to reply before the ticket gets automatically Closed.
4. If the ticket receives a new reply the status will automatically go back to Under investigation.
5. Game Moderation Management replies are final. Further inquiries on the same issue will mark the ticket as Closed.
6. Failure to provide required information mentioned in this article will mark the ticket as Closed.

3. Complain about a report

• Provide the information required in this kb article.

4. Complain about a ban

• Provide the information required in this kb article.

5. Complain about a kick or teleport to service

• Provide video evidence of the action. We will investigate the issue and report back to the submitter whether the action was correct.
• If a mistake was made, it will be handled internally. There will not be a follow-up on the outcome.

6. Complain about GM Team member

• Provide supporting evidence of the complaint. We will investigate the issue.
• If a violation was made, it will be handled internally. There will not be a follow-up on the outcome.

7. Ban Evading

• TruckersMP uses automated tools to prevent users from Ban Evading. This is done according to our Privacy Policy.
• We do not disclose which dataset prompted the ban or any sort of evidence.
• Game Moderation Management Team will review whether there have been false positives before handling the ticket, if data points to Ban Evading, the ticket will not be considered.

7a. False-positives

• There are specific case scenarios where the automated tool could prompt a false-positive:
  1. Multiple players using the same PC. You must provide all involved TruckersMP accounts.
  2. Playing from an internet point.
• If you believe you fall into one of these case scenarios, you are required to provide evidence to support your claims in the message of your ticket, we will then perform a deeper data analysis to asses whether the evidence provided is aligned with the data. Failure to provide the required evidence will result in the feedback being marked as Closed.