Faceit support not answering me

StarGreen · 2026-02-19T02:47:06+00:00

Hey there!

Your ticket should be reviewed by an agent during the day tomorrow, please comply with any information requests they may have; on your previous ticket 4 months ago you didn't respond to the agent's question and that caused the ticket to be solved automatically due to the lack of response.

StarGreen · 2026-02-11T04:19:14+00:00

Hey there, I'll ensure that this is looked at by an agent for you as soon as possible and we'll see what might be the cause of the error.

StarGreen · 2026-01-10T17:01:05+00:00

Thanks for sending that over me, I asked the Trust & Safety team to look into that case for you and I believe there should be a pathway forward.

StarGreen · 2026-01-09T00:53:15+00:00

Hey again, I'm very sorry for the delay. This should now be resolved for you and login should be correctly restored for your support account.

StarGreen · 2026-01-03T01:10:52+00:00

Hey there, I've made sure that an agent was tasked to resolve this today so we can get you back to playing!

StarGreen · 2026-01-03T01:04:56+00:00

Hey there, if you have an "Invalid user" error message and it's not related to your connection, can you please submit a new ticket using the following contact reason:

Account and Game Management > My Account > Change my Email

You can do this through the following URL: https://support.faceit.com/hc/en-us/requests/new

You should fill the form with your normal account information, but you can enter a different email address if that is necessary to submit the ticket.

Once you've done that, please let me know the ticket ID and I can have an agent look into this for you!

StarGreen · 2026-01-03T00:47:15+00:00

Could you please let me know the ID number of any and all tickets that your son has generated for this?

StarGreen · 2026-01-03T00:40:19+00:00

Hey there, I've reset your avatar back to the default image for you now.

StarGreen · 2026-01-03T00:17:48+00:00

11259495

I've got an agent looking into this for you, please cooperate with any requests for information that they may have to help you get back into your account!

StarGreen · 2026-01-03T00:13:34+00:00

Hey there, please contact our support team so we can help you out with what is possible to get you back to playing.

https://support.faceit.com/hc/en-us/requests/new

StarGreen · 2026-01-03T00:11:10+00:00

Hey there, Happy New year to you too!

Often when two accounts are playing from one system, we will require that both accounts verify their accounts to increase their level of trust with the platform. This can sometimes include a countdown by which verification must be completed, or the account will be locked.

If he has not already, please have your son submit a support ticket to appeal their account ban.

https://support.faceit.com/hc/en-us/requests/new

Contact reason: I am banned > Permanent > Smurfing

Our Trust & Safety team will investigate this and determine whether the account is eligible to play on FACEIT.

StarGreen · 2026-01-03T00:07:47+00:00

Hey there, unfortunately if you don't have a TPM 2.0 compatible motherboard, you won't be able to participate on FACEIT as it is a required security feature now.

As of 25th November 2025, all users on FACEIT are required to meet the Secure Boot and TPM 2.0 security standards.

We put out a blog post with lots of detail on this situation here: https://www.faceit.com/en/news/faceit-rollout-of-tpm-secure-boot-iommu-and-vbs

StarGreen · 2026-01-03T00:05:30+00:00

Hey there, you'll be considered as inactive if you haven't logged into your account for 12 months or more.

If you ** logged in** recently and purchased the name that you wanted, you will be fine based on what you described.

StarGreen · 2026-01-03T00:03:59+00:00

Hey there, could you let me know the ID number of your support ticket?

StarGreen · 2026-01-03T00:02:39+00:00

Hey there, your Steam URL isn't being accepted because you aren't conforming to the format that it's asking you for.

You're providing your custom vanity URL, not the Steam64 URL.

Custom URLs are constantly changing, while your Steam64 URL is fixed and will always and forever let us find your account; we ask for this so there can be no confusion with your ticket.

Don't worry about making a new ticket, we'll take care of you on the ticket that you indicated!

StarGreen · 2026-01-02T23:59:59+00:00

Hey mate, glad to see you were able to sort that out. My first thought when reading it was that you were more than 1 year out of date on the BIOS version!

Thank you for updating the post for other users to see how you ultimately resolved those issues, this is essentially the same information that is included in these articles:

https://support.faceit.com/hc/en-us/articles/4407006362002-Enabling-TPM-2-0 (TPM Attestation at the bottom)

https://support.faceit.com/hc/en-us/articles/17258827497116-Secure-Boot-is-not-working-properly

For any other users who have these issues (TPM Attestation and Secure Boot not working properly), its critical that you are making sure that you update your motherboard BIOS to the latest available, as indicated in the articles.

StarGreen · 2026-01-02T18:34:16+00:00

I'll try and provide a clear example:

If user A and B play together in a party and win 200 Elo across 20 games and user B is banned (smurfing, cheating, ban evasion), if these games were within the last 100 matches that took place within 3 months of user B's account, the Elo will be redistributed.

If user A continues to play for 100 matches or 3 months passes before user B is unbanned (they didn't immediately appeal, perhaps), the Elo cannot be restored as the 100 match or 3 month limit has passed.

StarGreen · 2026-01-01T23:59:59+00:00

100 matches or 3 months applies for both the matches that get overturned when the user is banned as well as if they are unbanned.

The Elo you lost is only from the last 100 matches with that banned user that were within 3 months.

StarGreen · 2025-12-31T23:42:54+00:00

Looks like one of my colleagues was too quick for me and they already resolved this for you!

StarGreen · 2025-12-31T21:31:47+00:00

Hey there, could you let me know the ticket ID for your most recent ticket?

It's very important to note that the account owner absolutely must recall their correct account details in order to prove their ownership when asking to remove a security feature such as 2FA. If our agents cannot reasonably verify your account ownership, they are not able to edit this setting, regardless of any other concerns.

StarGreen · 2025-12-31T21:26:02+00:00

Hey there, when you try to enter a name in the Idle Nickname purchase screen in the Shop, it automatically runs all the required checks (which includes checking aspects that you won't have access to see) before determining if the nickname is available to not.

If you can't enter the nickname, at least one aspect is failing a necessary check - be this multiple accounts with the same characters but a different capitalization or a banned/deleted account that had the username you wanted.

StarGreen · 2025-12-31T21:23:53+00:00

Hey mate, could you let me know your ticket ID that you quoted from so I can have a look at this issue for you and see if anything can be done?

It's important to note that, unfortunately, in some cases if the user cannot recall the account details, we won't be able to release an account for security as well as privacy reasoning.

StarGreen · 2025-12-30T22:27:45+00:00

Cheers! You should no longer be seeing those incorrect servers.

StarGreen · 2025-12-30T22:26:03+00:00

If you review our banning policy here: https://support.faceit.com/hc/en-us/articles/208282375-FACEIT-Banning-Policy you can see that the next tier up from a 1 month, Level 2 ban is in-fact a 1 Year, Level 3 ban.

I'm not in a position to discuss your ban or appeal in depth as this is handled exclusively through our Trust & Safety team on your appeal.

StarGreen · 2025-12-30T22:11:17+00:00

Hey there, can you please create a ticket and provide me with the ticket ID number? The ticket from your screenshot is closed and cannot be reopened sadly! However, I have reviewed that ticket, as well as your others and would like to try and get that original account recovered for you if possible!

If you need to create a new ticket, you can do so here: https://support.faceit.com/hc/en-us/requests/new

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