Locked out of game

[TLC1]

I've been locked out of my game since May 10 and no one from support is answering my support requests!
I've tried several browsers. Cleared history and cashe and I always get the game to start loading but get a server crash notice no matter what I do.

[gracie_the_cat]

Did you use the new address for support?

Q: How can I reach customer support?

A: Customer support is now handled by CipSoft. Until further notice, the best way to reach our support team is via the new email address tso-support@cipsoft.com. The contact form on the website will also remain available and should especially be used for payment issues. For all other topics and problems, we recommend using the new email address.



Cipsoft will only reply to post on the European English or German Server. The links are on the news feed, however, to post you need to register on the server first

[TLC1]

Yes, I sent in a support ticket through the normal channels and to the cipsoft email and so far no one has responded to my mails.
I'm still locked out of the game.
When I go to the European English link, it registers me as a new player not TLC1. It won't let me post on the European forum nor will it allow me to register.
I get into the game but as a new player and I lose everything I had.
I don't want a new account! I want my original account with all the stuff I had like the notice said I would still have!
I want someone from the support staff to speak with me to resolve the issue!

[gracie_the_cat]

This was posted on the European English newsfeed regarding support.

Support Responses Currently Delayed
Dear settlers,

Unexpected structural challenges are currently affecting our coordination with Ubisoft regarding support matters. As a result, we are currently unable to uphold the level of service we aim for and, unfortuantely, cannot respond to all of your inquiries in a timely manner.

We know this is far from ideal and we understand that longer response times can be frustrating. It is important to us to communicate this openly and ask for your understanding. We are sorry that we are currently unable to provide our usual level of service. We are working closely with Ubisoft on a solution.

We would also like to inform you about the following change:

For all support inquiries, including those related to payment issues, please use our support email address tso-support@cipsoft.com from now on.

Thank you for your understanding!
Your CipSoft Team!

[TLC1]

It's been a few days since someone responded to my support ticket. They said they will look into it.

As of right now. May 24th. I'm still locked out.