You've encountered something broken in a 2K game, and you're ready to share with us the details we need to look into it through our Support Ticket system! But what are those details?
Bug Type
First, you'll need to identify what type of bug you're running into. There are many different issues you can run into, and we'll probably need different information depending on the nature of the problem. We're going to give you a quick guide on what that could be:
Every Issue - Videos/Screenshots
No matter what your trouble is, a screenshot or video can make all the difference in making sure it's a bug, and what we can do to recreate or identify it, which our expert teams need to start working on a fix. This is especially important if you're getting any kind of error message or consistent glitch!
We do ask that any videos sent are full sized videos, not Youtube Shorts, TikToks or Instagram Reels. These short formed videos will cut off vital information our team needs to investigate. We also cannot accept videos that link out to externa drives, such as OneDrive or Google Drive.
If you're looking for a guide on sending in these vital clues, check out How To Upload Videos Or Screenshots For Your Support Ticket.
PC Issues
For those players on their computer experiencing crashes/freezes, connection problems, or error messages from Windows or Mac, we're often going to want to start with some basic information from your platform. These can include a TraceRoute or PathPing for connection concerns, an MSInfo or DXDiag for Windows machines, and Diagnostic Files if Macs are your device of choice.
Mac users can check out our guide for troubleshooting here: [Mac] General Troubleshooting for 2K Games
Windows users with possible issues will want to check How do I attach a DXDiag and MSInfo file from my PC?, which will give you some steps and the advice on how to send in these critical files that help our team with identifying the trouble and possible solutions.
Connection Problems will need you to start with the basic steps given through [PC] General Network Troubleshooting. It even walks you through some of the basic details we need for a ticket about these issues.
Game Crashes
Whether the crash is right as you start the game, or somewhere in the middle of play, there are some key items that can help us set our sights on that trouble:
Any error messages - A screenshot or video of this would be best!
Console/Platform - Are you playing on a PS5, a PC with Epic, an XBOX 360, Steam Deck, or something else?
Game Edition - Did you buy the Deluxe Edition, the standard Cross-Gen version, just the basics, or some super special edition? These can have an impact!
Game Mode - Does this happen in a specific type of game, like only in The City, every time you go 2v2, occasionally when you make an in-game purchase in the Pro Shop? The more details you can give us about when and where, the better off we can be when we start to investigate.
Windows/Mac - DXDiag and MSInfo for Windows or Mac Diagnostic Files.
What were you doing before the crash - The steps that lead up to the issue are some of the most important details you can provide! Even if it doesn't seem related, paint us the picture of what was happening.
Save Files - These can take us right to the issue if it's a game where you can send us the save file itself!
In-Game Bugs
It really sucks when the game doesn't work as intended when you're in the middle of a session! In order to help us troubleshoot or make a bug report about it, we need some important details:
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What type of game, match, mode, etc were you playing?
Example: MyTEAM Exhibition or MyCAREER Street Kings
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When did the issue occur - both real world time (with time zone) and in-game events?
Example: 11:32 AM Pacific Time during the Midway event.
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Any error messages?
These are especially helpful when they come with screenshots and videos.
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What were you doing before the bug occurred?
The more details about what was happening before, during, and after, the faster we can dive into the possible solutions.
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Save Files
Please let us know if this issue is affecting a specific MyPLAYER by telling us their position, archetype, or any other defining details.
Missing Rewards From Completed Challenges/Quests/Ect.
When you've completed a challenge, won a reward/contest, hit your goal and expect a payout that never comes, it's important to have certain information that'll help puzzle out if the requirements were truly met, if the mission is bugged, or if the reward is hidden away somewhere and waiting to be discovered!
Exact name of the Challenge/Quest/Ect.
Exact prize you expected to receive.
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Video of you completing the requirements and not receiving the reward.
This is very important, without video evidence (not a screenshot) we often cannot confirm the loss and can't assist you with it or escalate it as a bug report.
Localization and Text Issues
Translations are tricky, and typos are a part of human nurture, even in this era of autocorrect and spell-check! If you spot one of these mistakes, we appreciate you letting us know.
What text is incorrect?
What do you think it should read?
What exact part of the game did you encounter this?
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For localization/translation issues - what language is this in?
Please include any relevant region/dialect - as an example, French is spoken in many parts of the world and as a result has some specific regional quirks.
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Do you have a screenshot or video?
As always, a picture is worth a thousand words!
What's Next?
After you've submitted your report, your ticket will receive an automated response and be marked as solved. Behind the scenes, we'll review your details and if we identify a new bug with the info provided, we'll pass it along and continue working with the relevant teams.