879 lines
40 KiB
HTML
879 lines
40 KiB
HTML
<!DOCTYPE html>
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<html dir="ltr" lang="en-US">
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<head>
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<meta charset="utf-8" />
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<!-- v25864 -->
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<title>Email Troubleshooting – Roberts Space Industries Knowledge Base</title>
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<meta name="csrf-param" content="authenticity_token">
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<meta name="csrf-token" content="">
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<meta name="description" content="This information should help you troubleshoot issues with not receiving emails from us! There are a number of different situations that..." /><meta property="og:image" content="/hc/theming_assets/01HZPM4S9NM2TPDHJFZ2NBP3M4" />
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<meta property="og:type" content="website" />
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<meta property="og:site_name" content="Roberts Space Industries Knowledge Base" />
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<meta property="og:title" content="Email Troubleshooting" />
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<meta property="og:description" content="This information should help you troubleshoot issues with not receiving emails from us! There are a number of different situations that RSI Support has encountered that may be causing email issues..." />
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<meta property="og:url" content="https://support.robertsspaceindustries.com/hc/en-us/articles/360043318893-Email-Troubleshooting" />
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<link rel="canonical" href="https://support.robertsspaceindustries.com/hc/en-us/articles/360043318893-Email-Troubleshooting">
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<link rel="alternate" hreflang="en-us" href="https://support.robertsspaceindustries.com/hc/en-us/articles/360043318893-Email-Troubleshooting">
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<link rel="alternate" hreflang="x-default" href="https://support.robertsspaceindustries.com/hc/en-us/articles/360043318893-Email-Troubleshooting">
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<link rel="stylesheet" href="//static.zdassets.com/hc/assets/application-e21307f8bdfcf3fbdb5f531802f174bf.css" media="all" id="stylesheet" />
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<link rel="stylesheet" href="//static.zdassets.com/hc/assets/theming_v1_support-e05586b61178dcde2a13a3d323525a18.css" media="all" />
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<link rel="stylesheet" type="text/css" href="/hc/theming_assets/290051/450874/style.css?digest=30070916635799">
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<link rel="icon" type="image/x-icon" href="/hc/theming_assets/01HZPM4SDM0BWSG7AA4PMVXWCV">
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<script src="//static.zdassets.com/hc/assets/jquery-09d07e20ce042ef10e301661ad1f316c.js"></script>
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<script>
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(function(i,s,o,g,r,a,m){i['GoogleAnalyticsObject']=r;i[r]=i[r]||function(){
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(i[r].q=i[r].q||[]).push(arguments)},i[r].l=1*new Date();a=s.createElement(o),
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})(window,document,'script','//www.google-analytics.com/analytics.js','ga');
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ga('create', 'UA-39586040-9', 'auto');
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ga('send', 'pageview');
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</script>
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<script async src="https://www.googletagmanager.com/gtag/js?id=G-V6MWYXRQNP"></script>
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<script>
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window.dataLayer = window.dataLayer || [];
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function gtag(){dataLayer.push(arguments);}
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gtag('js', new Date());
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gtag('config', 'G-V6MWYXRQNP');
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</script>
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<meta content="width=device-width, initial-scale=1.0, maximum-scale=1.0, user-scalable=0" name="viewport" />
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<script id="CookieConsent" src="https://robertsspaceindustries.com/cookie-consent/script.js" type="text/javascript"></script>
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<script src="https://assets.zendesk.com/assets/apps/conditional_fields/latest/helpcenter.js"></script>
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<style>
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#cookiebanner {
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box-sizing: border-box;
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background-color:rgb(36,36,39);
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opacity: 0.9; width:100%;
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position: fixed;
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z-index: 2147483645;
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bottom:-800px
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}
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/* Quick Fix */
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.c-cookie-banner__content a {
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color: inherit;
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text-decoration: underline;
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}
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.c-cookie-banner__content a:hover,
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.c-cookie-banner__content a:focus {
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text-decoration: underline;
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}
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.c-cookie-banner-selectors {
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display: flex;
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align-items: center;
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justify-content: flex-start;
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padding: 0;
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flex-wrap: wrap;
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}
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.c-cookie-banner-icon {
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display: none;
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}
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</style>
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<link rel="stylesheet" href="https://robertsspaceindustries.com/rsi/static/css/cookiebot.css">
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<script>
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var cfaRules = [{
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"fieldType":"tagger",
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"field":360004737673,
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"value":"authenticator_issue",
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"select":[
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360004791554,
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360004738833,
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360004791074,
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360004791594,
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360004790894,
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360004739013
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"formId":360000074074,
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"requireds":[
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360004791074,
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]
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},{
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"fieldType":"tagger",
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"field":360004737673,
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"value":"hacked_accounts",
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"select":[
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360004790894,
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360004791074,
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360004738833,
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360004791554,
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],
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"formId":360000074074,
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"requireds":[
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360004791074,
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"fieldType":"tagger",
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"field":360004737673,
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"value":"recover_account",
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"select":[
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360004790894,
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360004791074,
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360004738833,
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360004791554,
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],
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"formId":360000074074,
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"requireds":[
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]
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},{
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"fieldType":"tagger",
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"field":360004740173,
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"value":"gifted_reclaimed_pledge",
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"select":[
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360004739373,
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360004791614
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"formId":360000070273,
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"requireds":[
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},{
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"fieldType":"tagger",
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"field":360004740173,
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"value":"missing_pledge",
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"select":[
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360004739373,
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360004791614
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],
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"formId":360000070273,
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"requireds":[
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360004739373
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{
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"fieldType":"tagger",
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"field":360004740653,
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"value":"refund",
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"select":[
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360004791614
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"requireds":[
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"fieldType":"tagger",
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"field":360004740653,
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"value":"track_package",
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},{
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"fieldType":"tagger",
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"field":360004740653,
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"value":"wrong_or_damaged_merchandise",
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"select":[
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360004791614,
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"formId":360000070313,
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"field":360004793634,
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"value":"tech_support_installation_issue",
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"formId":360000070293,
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]
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},{
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"fieldType":"tagger",
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"field":360004793634,
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"value":"tech_support_launcher_or_game",
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"formId":360000070293,
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},{
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"fieldType":"tagger",
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"field":360004793634,
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"value":"tech_support_other",
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],
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"formId":360000070293,
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]
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},{
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"fieldType":"tagger",
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"field":360004797474,
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"value":"reward_or_discount_coupon_missing",
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"select":[
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360004739553
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"formId":360000074234,
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"requireds":[
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]
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},{
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"fieldType":"tagger",
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"field":360004797474,
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"value":"subscription_payment",
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"select":[
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],
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"formId":360000074234,
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"requireds":[
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]
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},{
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"fieldType":"tagger",
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"field":360004797794,
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"value":"invite_a_developer",
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"select":[
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360004758253,
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],
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"formId":360000074254,
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"requireds":[
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360004798474,
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360004811454,
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360004758253,
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360004745213
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]
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}];</script>
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<script type="text/javascript" src="/hc/theming_assets/290051/450874/script.js?digest=30070916635799"></script>
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</head>
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<body class="">
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||
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||
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||
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||
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<div id="cookiebanner" class="cig-cookie-banner">
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||
<section class="c-cookie-banner banner">
|
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<header class="c-cookie-banner__header top">
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||
<h2>[#TITLE#]</h2>
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||
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||
<ul class="c-cookie-banner__buttons banner-accept-buttons">
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<li class="banner-accept-button" id="allow-selected">
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Allow selection
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</li>
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<li class="or">or</li>
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||
<li class="banner-accept-button" id="allow-all">
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[#ACCEPT#]
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||
</li>
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</ul>
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</header>
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||
|
||
<div class="c-cookie-banner__content-wrapper banner-text">
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<div class="c-cookie-banner__content">
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[#TEXT#]
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||
</div>
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</div>
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||
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||
<ul class="c-cookie-banner__selectors c-cookie-banner-selectors">
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||
<div class="c-cookie-banner-selectors__item">
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||
<li>
|
||
<input class="c-cookie-banner-checkbox" type="checkbox" id="necessary" checked disabled name="necessary"/> <label class="c-cookie-banner-label" for="necessary">[#COOKIETYPE_NECESSARY_RAW#]</label>
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||
</li>
|
||
</div>
|
||
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||
<div class="c-cookie-banner-selectors__item">
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||
<li>
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||
<input class="c-cookie-banner-checkbox" type="checkbox" id="statistics" name="statistics"/> <label class="c-cookie-banner-label" for="statistics">[#COOKIETYPE_STATISTICS_RAW#]</label>
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||
</li>
|
||
</div>
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||
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||
<div class="c-cookie-banner-selectors__item">
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<li>
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||
<input class="c-cookie-banner-checkbox" type="checkbox" id="preference" name="preference"/> <label class="c-cookie-banner-label" for="preference">[#COOKIETYPE_PREFERENCE_RAW#]</label>
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||
</li>
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||
</div>
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||
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||
<div class="c-cookie-banner-selectors__item">
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||
<li>
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||
<input class="c-cookie-banner-checkbox" type="checkbox" id="advertising" name="statistics"/> <label class="c-cookie-banner-label" for="advertising">[#COOKIETYPE_ADVERTISING_RAW#]</label>
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||
</li>
|
||
</div>
|
||
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||
<div class="c-cookie-banner-selectors__item c-cookie-banner-selectors__item--display-toggle">
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||
<li class="show-more-button" id="show-more">
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||
<span class="banner-accept-button show">[#DETAILS#]
|
||
<svg class="c-cookie-banner-icon" width="11px" height="11px" viewBox="0 0 11 11" version="1.1" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns="http://www.w3.org/2000/svg">
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<path d="M9 5.5L1.53627e-14 6.35048e-14L2.87 5.46L1.53627e-14 11L9 5.5Z" transform="matrix(1.192488E-08 1 -1 1.192488E-08 11 1)" id="Shape" fill="#FFFFFF" stroke="none" ></path>
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</svg>
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||
</span>
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||
<span class="banner-accept-button hide">Hide details
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||
<svg class="c-cookie-banner-icon" width="11px" height="11px" viewBox="0 0 11 11" version="1.1" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns="http://www.w3.org/2000/svg">
|
||
<path d="M9 5.5L1.53627e-14 6.35048e-14L2.87 5.46L1.53627e-14 11L9 5.5Z" transform="matrix(1.192488E-08 1 -1 1.192488E-08 11 1)" id="Shape" fill="#FFFFFF" stroke="none" ></path>
|
||
</svg>
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||
</span>
|
||
</li>
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||
</div>
|
||
</ul>
|
||
|
||
<div class="expendable">
|
||
<div class="tab">
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||
<div class="tab-headers" data-tab-active="1">
|
||
<div class="tab-header active" tab="1">
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||
[#COOKIESOVERVIEW#]
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||
</div>
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||
<div class="tab-header" tab="2">
|
||
[#ABOUTCOOKIES#]
|
||
</div>
|
||
</div>
|
||
<div class="tab-contents">
|
||
<div class="tab-content tab-content-category tab-content__displayed" tab-content="1">
|
||
<div class="list-categories">
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||
<div class="category category_displayed" cat="1">
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||
[#COOKIETYPE_NECESSARY#]
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||
</div>
|
||
<div class="category" cat="2">
|
||
[#COOKIETYPE_STATISTICS#]
|
||
</div>
|
||
<div class="category" cat="3">
|
||
[#COOKIETYPE_ADVERTISING#]
|
||
</div>
|
||
<div class="category" cat="4">
|
||
[#COOKIETYPE_PREFERENCE#]
|
||
</div>
|
||
<div class="category" cat="5">
|
||
[#COOKIETYPE_UNCLASSIFIED#]
|
||
</div>
|
||
</div>
|
||
<div class="selector-category">
|
||
<select id="select-category">
|
||
<option cat="1" value="1">[#COOKIETYPE_NECESSARY#]</option>
|
||
<option cat="2" value="2">[#COOKIETYPE_STATISTICS#]</option>
|
||
<option cat="3" value="3">[#COOKIETYPE_ADVERTISING#]</option>
|
||
<option cat="4" value="4">[#COOKIETYPE_PREFERENCE#]</option>
|
||
<option cat="5" value="5">[#COOKIETYPE_UNCLASSIFIED#]</option>
|
||
</select>
|
||
</div>
|
||
<div class="category-contents">
|
||
<div class="category-content category-content__displayed" cat-content="1">
|
||
[#COOKIETYPEINTRO_NECESSARY#]
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||
|
||
[#COOKIETABLE_NECESSARY#]
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||
</div>
|
||
<div class="category-content" cat-content="2">
|
||
[#COOKIETYPEINTRO_STATISTICS#]
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||
|
||
[#COOKIETABLE_STATISTICS#]
|
||
</div>
|
||
<div class="category-content" cat-content="3">
|
||
[#COOKIETYPEINTRO_ADVERTISING#]
|
||
|
||
[#COOKIETABLE_ADVERTISING#]
|
||
</div>
|
||
<div class="category-content" cat-content="4">
|
||
[#COOKIETYPEINTRO_PREFERENCE#]
|
||
|
||
[#COOKIETABLE_PREFERENCE#]
|
||
</div>
|
||
<div class="category-content" cat-content="5">
|
||
[#COOKIETYPEINTRO_UNCLASSIFIED#]
|
||
|
||
[#COOKIETABLE_UNCLASSIFIED#]
|
||
</div>
|
||
</div>
|
||
</div>
|
||
<div class="tab-content" tab-content="2">
|
||
<div>
|
||
[#COOKIESGENERALINTRO#]
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</section>
|
||
</div>
|
||
|
||
<script>
|
||
function initGoogleAnalytics() {
|
||
(function(i,s,o,g,r,a,m){i['GoogleAnalyticsObject']=r;i[r]=i[r]||function(){
|
||
(i[r].q=i[r].q||[]).push(arguments)},i[r].l=1*new Date();a=s.createElement(o),
|
||
m=s.getElementsByTagName(o)[0];a.async=1;a.src=g;m.parentNode.insertBefore(a,m)
|
||
})(window,document,'script','//www.google-analytics.com/analytics.js','ga');
|
||
|
||
ga('create', 'UA-39586040-9', 'auto');
|
||
ga('set', 'anonymizeIp', true)
|
||
ga('send', 'pageview');
|
||
}
|
||
|
||
window.addEventListener('CookiebotOnConsentReady', () => {
|
||
if(Cookiebot.consent.statistics) {
|
||
initGoogleAnalytics();
|
||
}
|
||
});
|
||
|
||
var cookieBannerSliderPos = 0;
|
||
|
||
function showCookieBanner() {
|
||
var cookiebanner = document.getElementById("cookiebanner");
|
||
var dialogHeight = parseInt(cookiebanner.offsetHeight);
|
||
cookiebanner.style.bottom = (cookieBannerSliderPos - dialogHeight) + "px";
|
||
cookieBannerSliderPos += 4;
|
||
if (cookieBannerSliderPos < dialogHeight) {
|
||
setTimeout(function () {
|
||
showCookieBanner();
|
||
}, 1);
|
||
} else {
|
||
cookieBannerSliderPos = 0;
|
||
cookiebanner.style.bottom = "0px";
|
||
}
|
||
}
|
||
|
||
function hideCookieBanner() {
|
||
var cookiebanner = document.getElementById("cookiebanner");
|
||
cookiebanner.style.display = "none";
|
||
}
|
||
|
||
function callbackExpand() {
|
||
var cookiebanner = document.getElementById("cookiebanner");
|
||
if(cookiebanner.classList.contains('expended')) {
|
||
cookiebanner.classList.remove('expended');
|
||
} else {
|
||
cookiebanner.classList.add('expended');
|
||
}
|
||
}
|
||
|
||
var previousTabNumber = 1;
|
||
function callbackHeaders(e) {
|
||
const tabs = document.querySelectorAll('.tab-header');
|
||
for (i = 0; i < tabs.length; ++i) {
|
||
tabs[i].classList.remove('active');
|
||
}
|
||
e.currentTarget.classList.add('active');
|
||
const tabNumber = e.currentTarget.getAttribute('tab');
|
||
const tabHeaders = document.querySelector('.tab-headers');
|
||
tabHeaders.setAttribute('data-tab-active', tabNumber);
|
||
const node = document.querySelector('[tab-content="'+tabNumber+'"]');
|
||
const previousNode = document.querySelector('[tab-content="'+previousTabNumber+'"]');
|
||
previousNode.classList.remove('tab-content__displayed');
|
||
node.classList.add('tab-content__displayed');
|
||
previousTabNumber = tabNumber;
|
||
}
|
||
|
||
|
||
var previousCatNumber = 1;
|
||
function callbackCategory(e) {
|
||
const categories = document.querySelectorAll('.list-categories .category');
|
||
for (i = 0; i < categories.length; ++i) {
|
||
categories[i].classList.remove('category_displayed');
|
||
}
|
||
e.currentTarget.classList.add('category_displayed');
|
||
const catNumber = e.currentTarget.getAttribute('cat');
|
||
const node = document.querySelector('[cat-content="'+catNumber+'"]');
|
||
const previousNode = document.querySelector('[cat-content="'+previousCatNumber+'"]');
|
||
previousNode.classList.remove('category-content__displayed');
|
||
node.classList.add('category-content__displayed');
|
||
previousCatNumber = catNumber;
|
||
}
|
||
|
||
function callbackAllowSelected() {
|
||
const statisticsAllowed = document.getElementById('statistics').checked;
|
||
const marketingAllowed = document.getElementById('advertising').checked;
|
||
const preferenceAllowed = document.getElementById('preference').checked;
|
||
Cookiebot.submitCustomConsent(preferenceAllowed, statisticsAllowed, marketingAllowed);
|
||
hideCookieBanner()
|
||
}
|
||
|
||
function callbackAllowAll() {
|
||
Cookiebot.submitConsent();
|
||
hideCookieBanner()
|
||
}
|
||
|
||
function callbackChangeSelect(e) {
|
||
|
||
const catNumber = e.currentTarget.value;
|
||
const node = document.querySelector('[cat-content="'+catNumber+'"]');
|
||
const previousNode = document.querySelector('[cat-content="'+previousCatNumber+'"]');
|
||
previousNode.classList.remove('category-content__displayed');
|
||
node.classList.add('category-content__displayed');
|
||
previousCatNumber = catNumber;
|
||
}
|
||
|
||
function bindEvent() {
|
||
document.getElementById('show-more').addEventListener('click', callbackExpand);
|
||
document.getElementById('allow-selected').addEventListener('click', callbackAllowSelected);
|
||
document.getElementById('allow-all').addEventListener('click', callbackAllowAll);
|
||
|
||
const headers = document.querySelectorAll('.tab-header');
|
||
for(var i=0; i < headers.length; i++) {
|
||
headers[i].addEventListener('click', callbackHeaders);
|
||
}
|
||
const categories = document.querySelectorAll('.category');
|
||
for(var i=0; i < categories.length; i++) {
|
||
categories[i].addEventListener('click', callbackCategory);
|
||
}
|
||
document.getElementById('select-category').addEventListener('change', callbackChangeSelect);
|
||
}
|
||
bindEvent();
|
||
</script>
|
||
|
||
<header class="header">
|
||
<div class="header_user">
|
||
<nav class="header_user--desktop">
|
||
<a class="login" data-auth-action="signin" role="button" rel="nofollow" title="Opens a dialog" href="/hc/en-us/signin?return_to=https%3A%2F%2Fsupport.robertsspaceindustries.com%2Fhc%2Fen-us%2Farticles%2F360043318893-Email-Troubleshooting&locale=en-us">Sign in</a>
|
||
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||
|
||
|
||
</nav>
|
||
|
||
</div>
|
||
|
||
<div class="header_nav">
|
||
|
||
<div class="header_nav--desktop">
|
||
<a class="menu-logo" href="https://robertsspaceindustries.com">
|
||
<img src="/hc/theming_assets/01HZPM4S9NM2TPDHJFZ2NBP3M4" alt="Logo">
|
||
</a>
|
||
|
||
<a title="Home" href="/hc/en-us"> Knowledge base </a>
|
||
<a href="/hc/en-us/categories/360000295274-Updates-and-Info">Announcements</a>
|
||
</div>
|
||
|
||
<div class="header_nav--mobile">
|
||
|
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<a class="submit-request" role="button" href="/hc/en-us/requests/new">Submit a request</a>
|
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<div class="header_nav--expand" tabindex="0">
|
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<span class="nav-burger"></span>
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<div class="header_nav--expand-menu header_nav--expand-menu__left">
|
||
|
||
<a class="menu-logo" href="https://robertsspaceindustries.com" title="Back to RSI">
|
||
<img src="/hc/theming_assets/01HZPM4S9NM2TPDHJFZ2NBP3M4" alt="Logo">
|
||
</a>
|
||
|
||
<a title="Home" href="/hc/en-us"> Knowledge base </a>
|
||
<a href="/hc/en-us/categories/360000295274-Updates-and-Info">Announcements</a>
|
||
|
||
|
||
<div class="ticket-link">
|
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<a class="login" data-auth-action="signin" role="button" rel="nofollow" title="Opens a dialog" href="/hc/en-us/signin?return_to=https%3A%2F%2Fsupport.robertsspaceindustries.com%2Fhc%2Fen-us%2Farticles%2F360043318893-Email-Troubleshooting&locale=en-us">Sign in</a>
|
||
|
||
</div>
|
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|
||
|
||
|
||
</div>
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||
</div>
|
||
|
||
</div>
|
||
</div>
|
||
|
||
<div class="header_search">
|
||
<form role="search" class="search search-full" data-search="" data-instant="true" autocomplete="off" action="/hc/en-us/search" accept-charset="UTF-8" method="get"><input name="utf8" type="hidden" value="✓" autocomplete="off" /><input type="search" name="query" id="query" placeholder="Search" autocomplete="off" aria-label="Search" /></form>
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</div>
|
||
|
||
</header>
|
||
|
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<main role="main">
|
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<div class="container-divider">
|
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<a class="submit-request arrow" role="button" href="/hc/en-us/requests/new">Submit a request</a>
|
||
</div>
|
||
<div class="sidebar">
|
||
|
||
<div class="hero-links">
|
||
<h3>other ways to find help</h3>
|
||
<div class="hero-links--container">
|
||
<a href="https://robertsspaceindustries.com/playstarcitizen">
|
||
<span class="logo-link"></span>
|
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<h5>Learn the basics!</h5>
|
||
<p>how to play guide</p>
|
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</a>
|
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<a href="https://robertsspaceindustries.com/community/issue-council">
|
||
<span class="logo-link"></span>
|
||
<h5>Found a bug?</h5>
|
||
<p>check rsi issue council</p>
|
||
</a>
|
||
<a href="https://robertsspaceindustries.com/spectrum/community/SC/forum/51473">
|
||
<span class="logo-spectrum"></span>
|
||
<h5>Helpdesk forum</h5>
|
||
<p>spectrum community</p>
|
||
</a>
|
||
</div>
|
||
</div>
|
||
|
||
<div class="article-sidebar">
|
||
<div class="section-articles collapsible-sidebar" aria-expanded="true">
|
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<h3 class="collapsible-sidebar-title sidenav-title">Articles in this section</h3>
|
||
<ul>
|
||
|
||
<li>
|
||
<a href="/hc/en-us/articles/4410621195543-RSI-Website-Issue-Login-Window-is-Blank" class="sidenav-item "> <span>RSI Website Issue - Login Window is Blank</span> </a>
|
||
</li>
|
||
|
||
<li>
|
||
<a href="/hc/en-us/articles/360043284614-Error-No-RSI-Account-Linked-to-this-Email" class="sidenav-item "> <span>Error - No RSI Account Linked to this Email</span> </a>
|
||
</li>
|
||
|
||
<li>
|
||
<a href="/hc/en-us/articles/360043318893-Email-Troubleshooting" class="sidenav-item current-article"> <span>Email Troubleshooting</span> </a>
|
||
</li>
|
||
|
||
<li>
|
||
<a href="/hc/en-us/articles/115009884287-Update-my-RSI-account" class="sidenav-item "> <span>Update my RSI account</span> </a>
|
||
</li>
|
||
|
||
<li>
|
||
<a href="/hc/en-us/articles/115009884267-How-do-I-reset-my-password" class="sidenav-item "> <span>How do I reset my password?</span> </a>
|
||
</li>
|
||
|
||
<li>
|
||
<a href="/hc/en-us/articles/360008049614-Updating-Your-RSI-Account-Email-Address" class="sidenav-item "> <span>Updating Your RSI Account Email Address</span> </a>
|
||
</li>
|
||
|
||
<li>
|
||
<a href="/hc/en-us/articles/115013102847-Referral-Program-FAQ" class="sidenav-item "> <span>Referral Program FAQ</span> </a>
|
||
</li>
|
||
|
||
<li>
|
||
<a href="/hc/en-us/articles/115009884367-Close-my-RSI-account" class="sidenav-item "> <span>Close my RSI account</span> </a>
|
||
</li>
|
||
|
||
</ul>
|
||
|
||
</div>
|
||
</div>
|
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</div>
|
||
|
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<div class="container container--has-sidebar">
|
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<nav class="sub-nav">
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<ol class="breadcrumbs">
|
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|
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<li title="Roberts Space Industries Knowledge Base">
|
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|
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<a href="/hc/en-us">Roberts Space Industries Knowledge Base</a>
|
||
|
||
</li>
|
||
|
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<li title="Account">
|
||
|
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<a href="/hc/en-us/categories/202530357-Account">Account</a>
|
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</li>
|
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|
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<li title="Account Management">
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||
|
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<a href="/hc/en-us/sections/203702957-Account-Management">Account Management</a>
|
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</li>
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|
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</ol>
|
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|
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</nav>
|
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|
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<div class="article-container" id="article-container">
|
||
|
||
|
||
<article class="article">
|
||
<header class="article-header">
|
||
<h1 title="Email Troubleshooting" class="article-title">
|
||
Email Troubleshooting
|
||
|
||
</h1>
|
||
|
||
<div class="article-author">
|
||
<div class="avatar article-avatar">
|
||
|
||
<span class="icon-agent"></span>
|
||
|
||
<img src="https://support.robertsspaceindustries.com/system/photos/910458787/Ark_SC.PNG" alt="Avatar" class="user-avatar"/>
|
||
</div>
|
||
<div class="article-meta">
|
||
Created by: <strong>Thrysurr-CIG</strong>
|
||
|
||
<ul class="meta-group">
|
||
|
||
<li class="meta-data"><time datetime="2021-03-09T17:13:28Z" title="2021-03-09T17:13:28Z" data-datetime="relative">March 09, 2021 17:13</time></li>
|
||
<li class="meta-data">Updated</li>
|
||
|
||
</ul>
|
||
</div>
|
||
</div>
|
||
</header>
|
||
|
||
<section class="article-info">
|
||
<div class="article-content">
|
||
<div class="article-body"><p>This information should help you troubleshoot issues with not receiving emails from us! There are a number of different situations that RSI Support has encountered that may be causing email issues and the most common have been gathered here with steps to address them.</p>
|
||
<p>For some solutions, RSI Support staff may need to assist with an account email change if the player is unable to do it themselves for some reason. <strong>Include as much information in the ticket form as you can to help ensure we can identify you as the proper account owner to resolve the issue quickly.</strong> If not enough identifying information is provided with the ticket, RSI Support will ask for additional information to confirm that you are the account holder before making the change.</p>
|
||
<p>Should this be the case, <strong>we may request a photo ID to assist with confirming account ownership in certain cases.</strong> We can accept a driver's license, passport, etc. We cannot accept Military IDs per government restrictions. Please take a photo of the ID and attach it to the ticket or in your email reply if you opt to go this route.</p>
|
||
<p> </p>
|
||
<div style="border-top: 2px solid #282927; border-bottom: 2px solid #282927; padding-left: 10px; border-radius: 5px;">
|
||
<p>Please note that if you opt not to include a photo ID we will have to be significantly more strict with the remaining requested information. Account security is our top priority to protect your personal account information. We do understand that sending such a sensitive document over the Internet is concerning. Rest assured that we will also delete any included photo ID as soon as the ticket is closed.</p>
|
||
<p>If you have questions or concerns about how we handle the information requested for any situation presented below, please review our Privacy Policy here: <a href="https://robertsspaceindustries.com/privacy">https://robertsspaceindustries.com/privacy</a></p>
|
||
</div>
|
||
<p> </p>
|
||
<h2>I DID NOT RECEIVE AN EMAIL I EXPECTED</h2>
|
||
<p>Whether it is an account activation email or a newsletter from us, your first stop should always be to <strong>check whether the email has fallen into your junk or spam folder</strong>. This is in different places for different providers so you should check with your email provider to see where you can find these.<br /><br />If it has been auto-sorted into junk, spam, or some other unexpected folder, you may need to <strong>whitelist our email domains or setup a filter</strong> to prevent this from happening. Our emails will always be sent from the cloudimperiumgames.com or robertsspaceindustries.com domains.</p>
|
||
<p> </p>
|
||
<h2>I DID NOT RECEIVE A NEWSLETTER I SUBSCRIBED TO</h2>
|
||
<p>In this case, <strong>check the</strong> <a href="https://robertsspaceindustries.com/account/settings" target="_blank" rel="noopener">Account Settings</a> <strong>page to ensure that you are subscribed to the newsletter</strong> you expected to receive.</p>
|
||
<p><img src="/hc/article_attachments/360059167333/mceclip0.png" alt="mceclip0.png" /></p>
|
||
<p>If it says <strong>Unsubscribed</strong> then click on the edit button, flip it over to <strong>Yes</strong> and then click on <strong>SAVE</strong>.</p>
|
||
<p>If you are already subscribed, or it will not allow you to subscribe, you will need to <a href="https://support.robertsspaceindustries.com/hc/en-us/requests/new" target="_blank" rel="noopener">submit a Support Ticket</a> requesting assistance.</p>
|
||
<p> </p>
|
||
<h2>I CANNOT CHANGE MY EMAIL ADDRESS</h2>
|
||
<p>If you are attempting to change your email address and it fails to save the change, then you will need to <a href="https://support.robertsspaceindustries.com/hc/en-us/requests/new" target="_blank" rel="noopener">submit a Support Ticket</a> to change it. </p>
|
||
<p> </p>
|
||
<h2>I DID NOT RECEIVE AN EMAIL I EXPECTED AND IT IS NOT IN MY JUNK/SPAM FOLDER</h2>
|
||
<p><strong>There are currently issues with several email providers who will never deliver our emails.</strong> The providers mostly affected by this are <strong>Freenet.de, gmx.de, web.de</strong> and a number of <strong>Microsoft domains</strong> such as <strong>Hotmail.fr</strong> and <strong>Outlook.com</strong>. If you encounter this issue and are able to access your account, we recommend changing your linked email address to one from another provider on <a href="https://robertsspaceindustries.com/account/security" target="_blank" rel="noopener">this page</a>.</p>
|
||
<p>If you are unable to access your account, for instance your account is yet to be activated, you will need to <a href="https://support.robertsspaceindustries.com/hc/en-us/requests/new" target="_blank" rel="noopener">submit a Support Ticket</a> to change your linked email address.</p>
|
||
<p> </p>
|
||
<h2>MY EMAIL ADDRESS IS WRONG</h2>
|
||
<p>Whether it is due to a typo when creating your account or misspelling the new email address when updating it on the website, if you need to change your email address and are unable to log into your account to do so, you will need to <a href="https://support.robertsspaceindustries.com/hc/en-us/requests/new" target="_blank" rel="noopener">submit a Support Ticket</a> to change your linked email address.</p>
|
||
<p> </p>
|
||
<h2>I DID NOT RECEIVE MY ACCOUNT ACTIVATION EMAIL</h2>
|
||
<p>Simply <a href="https://support.robertsspaceindustries.com/hc/en-us/requests/new" target="_blank" rel="noopener">submit a Support Ticket</a> and we will look into activating your account for you!</p>
|
||
<p> </p>
|
||
<h2>WHEN I SUBMIT AN ACCOUNT RECOVERY REQUEST IT TELLS ME MY EMAIL ADDRESS DOES NOT HAVE A LINKED ACCOUNT</h2>
|
||
<p>This is a recent issue we have been encountering. <strong>Your first step should be to request a second Account Recovery.</strong> </p>
|
||
<p>We have also seen cases where a player has setup an RSI account under an alternate email address that they have used in the past. <strong>Check any other email addresses that you may have previously used</strong> for an account using the Account Recovery option, especially if you are certain that you have pledged before.</p>
|
||
<p>If you still receive an email telling you that you have no account linked to any of your email addresses then <a href="https://support.robertsspaceindustries.com/hc/en-us/requests/new" target="_blank" rel="noopener">submit a Support Ticket</a> and include as much information as you can to enable us to find your account and assist you in regaining access to it. As with other email update issues, we will require a photo ID to update the registered email address if such a step is required.</p>
|
||
<p> </p>
|
||
<h2>I CHANGED MY EMAIL ADDRESS AND MY ORDER RECEIPTS STILL GO TO MY OLD EMAIL ADDRESS</h2>
|
||
<p>When you place an order, <strong>the email address that your receipt goes to is defined during the check-out process.</strong> Whatever shows in the <strong>Customer Info</strong> section, pictured below, is where these emails will be sent:</p>
|
||
<p><img src="/hc/article_attachments/360058255994/mceclip1.png" alt="mceclip1.png" /></p>
|
||
<p>To change where these are sent, simply update the email address in this section the next time you place an order!</p></div>
|
||
|
||
<div class="article-attachments">
|
||
<ul class="attachments">
|
||
|
||
</ul>
|
||
</div>
|
||
</div>
|
||
</section>
|
||
|
||
<section class="article-relatives">
|
||
|
||
<section class="related-articles">
|
||
|
||
<h3 class="related-articles-title">Related articles</h3>
|
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|
||
<a href="/hc/en-us/related/click?data=BAh7CjobZGVzdGluYXRpb25fYXJ0aWNsZV9pZGwrCJsPUscaADoYcmVmZXJyZXJfYXJ0aWNsZV9pZGwrCG0OQdRTADoLbG9jYWxlSSIKZW4tdXMGOgZFVDoIdXJsSSI1L2hjL2VuLXVzL2FydGljbGVzLzExNTAxMzE5MzYyNy1SZWNsYWltLWEtUGxlZGdlBjsIVDoJcmFua2kK--24dd8665fdb394e24f077ef7b38f31363d31fb5b" rel="nofollow">Reclaim a Pledge</a>
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