Announcement Changes to Customer Support

Dear players,

To further improve our customer support and assist you faster and more consistently
in the future, we are modernizing our support structure. As part of this process, we
are gradually introducing new customer support software and focusing our service
on two languages: German and English.

Why we are making this change?

1. Faster and more efficient support

By focusing on two core languages, we can handle your requests much faster and
with more clarity. This ensures stable response times and reliable problem-solving,
especially for more complex cases.
​

2. Introduction of a new customer support system

We are modernizing our internal processes and switching to a new support system.
In the first step, nothing changes for you when it comes to contacting us. You will
continue to use the familiar contact form.

Starting in the second quarter, additional features will be activated to make support
even more convenient, such as integrated in-game communication and more direct
contact options.
​

3. Consistent service for all players

Until now, our language teams have worked differently depending on the language.
By defining German and English as our customer support languages, we ensure that
all players worldwide receive the same information, availability, quality and
standards.
​

4. More clarity with sensitive issues

Clear communication is essential, especially when dealing with sensitive topics. By
focusing on two defined support languages, we reduce the risk of misunderstandings
and can help you faster and more accurately.
​

What does this mean for players who speak other languages?

We want every player to continue receiving reliable support. English is widely
recognized as the international standard language and is the main communication
language in gaming. Therefore, we expect that most players will be able to
communicate in English without issues.

For all others, there are many free online translation tools available. You can use
these to translate your request into German or English, or to translate our response
into your native language. Please make sure to check the privacy policies of the
service you choose.
​

When will this change take effect?

The switch to the new system will take place on December 17. From that date on,
the new system will only accept requests written in German or English.
Requests that are still being processed in the old system at that time will continue to
be handled there until December 29. Any requests still open after this date will be
closed automatically.
​

FAQ

1. General Information

Why will customer support only answer requests in German and English from
now on?

We are focusing on two core languages to offer you faster, more consistent and
clearer support. This allows us to handle requests more efficiently and improve the
overall quality of our service.

When will this change take effect?

The change will take effect on December 17.

Does this affect the game, updates or events?

No. This change only affects customer support. All games, content and events will
continue as usual.

2. Languages and Understanding

Will the game still be available in my language?

Yes. All in-game language versions will remain available. This change applies only to
customer support.

Will the game only be available in English or German in the future?

No. In-game language availability will remain unchanged.

Can I still contact support in my own language?

No. This will no longer be possible going forward.

Will support be offered again in other languages in the future?

Currently, this is not planned. Our focus on two core languages allows us to provide
better and more consistent support.

3. Contacting Customer Support

Does anything change in the way I contact support?

No. In the beginning, the contact process will stay the same. You can continue using
the familiar contact form.

Why are you introducing new support software?

The new system helps us structure requests better, prioritize them faster, answer
them more efficiently and reduce processing times. This allows us to support you
even better in the future.

When will in-game support become available?

The in-game integration is planned for the second quarter and will be announced
separately.

Can I still attach screenshots or files in any language?

Yes. Screenshots and videos are still accepted regardless of the language shown in
them. A short description of the content helps us understand your request faster.

4. Game Content and Future of the Game

Does the language reduction mean the game will be shut down soon?

No. This change has no connection to the future or availability of the game.
Our goal is to improve customer support, not to reduce the game offering.

Will this change affect updates, events or new content?

No. All content and events will continue as usual.

5. Privacy and Translation Tools

Are free translation tools safe?

We recommend checking the privacy policies of the tool you want to use and
choosing one you trust.

Does anything change regarding privacy, security or payment processes?

No. These areas remain unchanged and will continue to follow all applicable security
and privacy standards.
​

Best Regards,
Your Farmerama Team