Path of Exile 2 does not come without problems. However, many players who contact support for help receive no response or only a very late response. What’s behind it?
What problems are there? Since Path of Exile 2’s early access launch on December 6, 2024, the game has received widespread praise. It is already an incredibly complex representative of the genre and invites you to tinker with builds.
However, there are still technical problems and other requests that the community passes on to the developers. This usually takes the form of support requests that reach the Grinding Gear Games studio via email.
However, many players receive no or very late response to their concerns. The developers have now explained why this is and what a solution looks like.
This NPC in Path of Exile 2 identifies your items
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Grinding Gear Games apologizes
What do the developers say? The team was probably surprised by the enormous rush on the Path of Exile 2 servers. In connection with this, the high number of support requests was not expected internally.
Specifically, the developers write in an update on Steam that around 545,000 email requests have been received since November 22, 2024. So the support team simply can’t keep up with what they apologized for a few weeks ago.
Now comes the next apology, as we have already worked diligently but have still not been able to answer all inquiries.
“We truly appreciate everyone’s patience as the support team works hard to process incoming requests and can assure you that we are increasing the number of support staff to ensure faster responses in the future. You deserve better customer service than we were able to provide despite the best efforts of our team, and for that we are sorry.”
Grinding Gear Games via Steam
After all, the number of open emails was reduced to 75,000. So there is still some work waiting for the team, but at least there is improvement.
To make the situation even easier, Grinding Gear Games calls on you not to send any follow-up emails. You just have to be patient because every additional email automatically brings you back to the end of the queue.
What the developers also offer: Anyone who has New Zealand or Australian citizenship can simply send an application to the support team to the developers and help out in the future. However, you would have to work in the office in New Zealand.
In this way, Grinding Gear Games would like to further improve the current situation and ensure that support requests can be answered quickly in the future. In the meantime, the community itself has worked on improving the user experience: “We can finally play the real game”: Fans are celebrating a new tool for Path of Exile 2 and can finally play properly