BioWare Support & Contact

BioWare is able to provide e-mail technical support for our products and sites. To ensure best possible service it is requested that all support requests include as much relevant information as possible. Please use a properly descriptive subject line and make use of the Customer Information and the Technical Information templates as required. Official support is provided by the publisher of a given product. View information on publisher support procedures.

The following four steps will guide you through the support contact process.

1. Step 1 - Use an appropriate subject line
2. Step 2 - Customer information
3. Step 3 - Technical information
4. Step 4 - Choose appropriate contact e-mail address

Step 1 - Use an appropriate subject line

For fastest response please include the following information in the subject line of your e-mail:

1. The name of the product, web site or service for which you are contacting support
2. Your BioWare Community Username
3. A brief issue description. For example:
   • Crashing
   • Performance
   • Multiplayer
   • Premium Module Authentication
   • Merchandise
   • Bug report
   • Web site issue

Example subject:
BioWare Store - ValuedCustomer - Unable to purchase

Step 2 - Customer information

Please include the below information with your support request. Clicking on an e-mail address in step four will launch your default e-mail editor and place a pre-populated Customer Information Template in the message body. If you are using a web-browser based e-mail account you will need to copy and paste the information below into your support e-mail. Be sure to fill it out before submitting your support request.

• BioWare Community Username:
• E-mail Address:
• BioWare Store Receipt# (if applicable):
• Web site URL (if applicable):
• Problem description:
• Game Title/Product/Web site:
• Platform (PC/XBOX/MAC)
• Game Version (if applicable):

Step 3 - Technical Information (PC Titles Only)

If you are contacting us regarding a technical issue, please include the below information with your support request. Clicking on an e-mail address in step four will launch your default e-mail editor and place a pre-populated Technical Information Template in the message body. If you are using a web-browser based e-mail account you will need to copy and paste the information below into your support e-mail. Be sure to fill it out before submitting your support request.

• Operating System/Service Pack: (Windows XP, 9X, ME, 2000, Mac O/S, Linux)
• Processor Type: (i.e AMD Athlon 64 3000+)
• Processor Speed: (i.e. 2000 mhz)
• System RAM: (i.e. 1024 MB)
• Video Card Model and Ram: (i.e. GeForce 7900 GTX 256MB)
• Video Card Driver Version (Numbers please):
• Sound Card Brand: (i.e. Creative Labs)
• Sound Card Model: (i.e. Sound Blaster Audigy)
• Sound Card Driver Version (Numbers please):
• Software Firewall/Security software brand and version: (i.e. Norton Internet Security 2006)
• Router/Wireless router brand and model: (i.e. Dlink Di-604)
• Is the machine in question behind a corporate or campus firewall? (If "yes" are you able to open specific ports?)
• Screenshot of error message or event (Instructions to take and attach a screenshot can be found here.
• Hardware Report: NWConfig Report (Neverwinter Nights series) or DXDIAG (other titles)
  • How to create a JadeEmpire ConfigReport.
  • How to create a nwconfig report.
  • How to create a DXDIAG report.

Step 4 - Choose appropriate contact e-mail address

Please ensure the you choose the correct e-mail address when you are submitting your support request. If your support request is misrouted there may be a delay in response. Please submit only a single support request for a particular issue in a 48 hour period. Though it is not always possible, we endeavor to answer all support contacts within 48 hours of receipt.

Clicking on the appropriate e-mail address will launch your default e-mail editor and pre-populate it with the required contact form.

• Mass Effect - Non-technical support related requests and information - massinfo@bioware.com
• BioWare Downloadable Games - Technical support and information for downloadable games purchased from the BioWare Online Store - downloadablegames@bioware.com
• BioWare Premium Neverwinter Nights modules - Technical support and information - modulesupport@bioware.com
• BioWare Online Store - Technical support, transaction support and general information - storesupport@bioware.com
• BioWare Community accounts - For help with BioWare Community accounts - accounts@bioware.com
• BioWare web sites - Technical support and bug reporting - webmaster@bioware.com
• Neverwinter Nights series - Technical support and information - nwninfo@bioware.com
• Jade Empire - Technical support and information - jadeinfo@bioware.com
• Star Wars:Knights of the Old Republic - Technical support and information for - swinfo@bioware.com
• Baldur's Gate series - Technical support and information - bginfo@bioware.com
• BioWare Support - All other support inquiries - support@bioware.com

View a sample support e-mail