When to Contact EPIC Support vs. Fenris Support

Lead GM Carbon

Updated May 27, 2026 14:51

Players who launch or purchase EVE Online through EPIC sometimes aren’t sure whether an issue should be handled by EPIC Support or Fenris Support. This article explains who to contact for each type of problem, with clear examples and guidance to avoid delays.

Use this quick rule of thumb:

Issues with your EPIC account, EPIC wallet, billing, refunds, or the EPIC client → Contact EPIC Support.
Issues with your EVE account, gameplay, in-game purchases, entitlements, or technical issues inside the EVE launcher/client → Contact Fenris Support.

Understanding What Each Support Team Can Help With

EPIC Support can help you with:

Billing errors or duplicate charges
EPIC Wallet fund issues
EPIC refund requests
Problems with the EPIC client or EPIC download
Your EPIC account being locked, hacked, or restricted
Issues with the EPIC purchase flow before items are delivered to EVE

Fenris Support can help you with:

Missing Omega/PLEX after EPIC confirms the purchase
- (See: EPIC Purchase Did Not Deliver Omega or PLEX)
Issues logging into EVE Online using EPIC
- (See: Cannot Log In with EPIC After Account Changes)
In-game issues (e.g., ship losses, bugs, corrupted settings)
Technical issues inside the EVE Launcher or EVE client
- (See: Launcher Won’t Open / Black Screen)
Problems with character services (skill extraction, transfers, etc.)

Quick Reference Sheet

Issue Type	Contact EPIC Support	Contact Fenris Support
I bought Omega/PLEX on EPIC but it didn’t show up in-game.		Once EPIC marks a purchase as successful, Fenris handles its delivery to your EVE account. If the purchase still appears missing: See: EPIC Purchase Did Not Deliver Omega or PLEX Include the EPIC purchase receipt with your ticket.
My EPIC purchase failed or charged me incorrectly.	EPIC controls the checkout process and all billing.
I can’t log in with my EPIC account anymore.		Especially if: You changed your email See: Cannot Log In with EPIC After Account Changes
The EVE client crashes or won’t launch when using EPIC.		This includes: Crashes after pressing "Play" Launcher issues Game not starting after updates See: Launcher Won’t Open / Black Screen
My EPIC account was compromised.	Fenris cannot modify EPIC account ownership or security.
I need a refund for a EPIC purchase.	All refunds for EPIC purchases must go through EPIC.
My EVE account is missing items unrelated to EPIC purchases.		Example: lost ship, missing assets, corrupted overview.

EPIC and Fenris Support can be contacted through the methods described below.

Steam Support

Open the EPIC Support Assistant
Explain your issue
Connect to a Human if needed

Fenris Support

Visit: EVE Online
Choose the category that best fits your issue.

Related to

EPIC