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Roberts Space Industries ®






April 22nd 2013

Customer Service Update

Customer Service Update

Greetings Citizens,

Big things are afoot for Star Citizen later this week, but before we make any major announcements we’d like to clean house and help resolve some common customer service issues. If you’re having trouble with your RSI account or if you have a common question, please read on for solutions!

Chris Roberts on Reddit

We’re happy to announce that Chris Roberts will be returning to Reddit for another AMA on Friday! Chris will be available starting at 10:30 AM PST to answer questions about Star Citizen and his career. We will provide the link when his session is live!

Unlinked Accounts

If you pledged for Star Citizen via Kickstarter or through the backup site in October 2012 and your packages are not listed on your account, please contact with any details you have available. We’re hoping to get everyone’s game listed on their account as we transition to the new site, but we’ll need your help!

Forum Trouble

We are aware of an issue in which some users with hyphens in their names are not able to log in to the RSI forums. If you are affected by this, please e-mail with your username. We will get you sorted out!

Changing Pledge Packages

If you are interested in changing your pledge packages to other tiers or to game credit, please wait for the new RSI website to go live. The new site will allow you to easily make these changes yourself.

Missing Card Shipping

If you’ve received a message stating that we are missing your shipping fee or that we your shipping address, please first check your account page. If a shipping fee is listed then you should e-mail your address to If there is no shipping fee, please purchase a $5 electroskin and e-mail asking that it be applied to your shipping.

Change of Address Locked

Citizen cards are on the way out and your shipping addresses are locked in! We are not able to process change of addresses at this time. If your address has changed since you last updated it through the RSI site, your best bet is to request that your local post office forward the package to you.

Lifetime Insurance (LTI)

There have been a flood of questions about Lifetime Insurance (LTI) in recent days. Any account with a purchase made before November 26, 2012 has lifetime insurance. In addition, any account gifted an item from someone who made a purchase before November 26 will also have lifetime insurance on all their ships. Further details are available in the FAQ here. We cannot check individual accounts at this time.

Game Questions

Please be aware that the account should not be used for questions about the game itself. These should be directed to the official forums. The forums are staffed by both volunteer moderators and Cloud Imperium employees who are happy to answer your questions about how the game will work, when it’s coming out and whether or not it will include features you’re looking for. We’re also eager to hear your suggestions for how to improve the game!

SotA Crossbow

Many of you have pledged for both Shroud of the Avatar and Star Citizen and are wondering when your limited edition crossbow will appear on your account. The SotA team is still settling after their successful crowdfunding period, but we will be working with them in the coming weeks to link accounts. When we do so, you will be able to select your e-mail address so there is no worry if you have pledged with different contact information for the two games.

The Aurora

Citizens everywhere are wondering: when are we going to see the Aurora? Wingman has the answer:

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