Important Links
Name of the internal website where we can find emerging issues
Fortnite Trello
What ACV methods are available to validate the player?
-Cyclops
-Verifying through ACV Skip
-Verifying through email confirmation
-Verifying through Details / Receipts
True or False?
When first replying to an email change request we should always ask for account info, even if the player already provided us with details on the account they wish to change
False
Based on the information on the image, was the last login successful?
YES
Can we share information found in fortnite wiki with our players?
False, this is not an official website
when do we use ACV skip for logged-in players?
should be used for all processes that are considered to be low-risk
How often can players change their Epic Display Names?
Once every 2 weeks
Take a look at the image. Are we able to get the creation date from the information on it?
When do we use ACV via Email Confirmation
This method should be always attempted if the ticket is not eligible for ACV skip and account creation verification is needed.
If an account is confidently compromised and the player DOES have access to the previous email which we can use to restore it, how should we proceed?
Sent an ACV mail to creation/promotion email and issue an HPR, then proceed with the restoration.
Based on the events, what is the oldest display name that we see on the screenshot?
What is OKTA?
To Access Epic Tools
When do we use ACV via ACV via Details + Receipts ?
should be used if the player can't do ACV via Email Confirmation.
What are the email status?
Valid, the email is expected to receive Player Support messages.
Invalid, the email is not expected to receive Player Support messages.
Unknown we don't know whether the email is expected to receive Playe
when was the account created and from which location?
within this social network we can find the latest status of the game. Emerging issues and recurring errors
What are the questions asked in ACV Details + Receipts?
-Your public IP address (IPv4)
-The original Display name of your Epic account
-The names of any PlayStation, Switch, Twitch, Xbox, or any other external accounts connected in the past and present to your Epic Games account
-Locations (city and country/state) where you made purchases on the account
-The last 4 digits of the first payment card used in the Epic account
-The invoice ID or Transactions number from your Epic Games purchase or mobile/console receipts for purchases made in-game.
Note: This may include free games claimed in EGS
How often can we change the country in the player's account?
Every 6 Months
which country would you assume is the player's original country?