This article is aimed at explaining what the Halo Support site is, who it’s for, and how it works.
What is the Halo Support Site?
This is Halo’s all new customer service website for players. It is a place where you can come and read Knowledge Based Articles (KBAs) to find out known issues, gain insight on what the development team is investigating, and see what others want to see happen in our games. For technical issues and bugs, you will be able to report them and inform our developers of things you want to see resolved.
Who can use the Halo Support Site?
Anyone can view and read articles on the Halo Support site. To report an issue you are having, you will need to be logged in with your Microsoft account.
What games will be on the Halo Support Site?
Halo: The Master Chief Collection on both PC and Xbox One are currently the supported titles for the time being. Other games will have articles published for troubleshooting help but will not be actively supported via the website. Titles that are not in this Halo Support site’s umbrella will still be able to use our forums to discuss and seek help from other community members.
What is a Knowledge Based Article and Why Should I Care About Them?
A knowledge-based article, or KBA, is an article containing details ranging from fixes we have made, issues we have identified, frequently asked questions, and other insights into topics of interest to players. Searching for a KBA should be the first thing you do when you come to our Halo Support site for an issue you are having. In fact, it’s required to search before submitting a support request.
If a KBA does exist for your issue, you can read up and get up to speed on what’s currently going on. If not, let us know by submitting a request for support. The more people interact with the Halo Support site, the more we will be able to write the appropriate articles to help share relevant information.
To locate an article, you can simply use the search bar on the main landing page of https://support.halowaypoint.com and type out what you are searching for. If there isn’t an article present with applicable support information, please create a ticket on that issue and we can work towards addressing it (more on that below!).
As a reminder, in order to submit a request, you will need to search through our KBAs to see if the issue has been reported, discussed, or is a known issue. If you don’t find any information on your issue, please submit a request or leave feedback that the KBAs didn't answer your question.
What is Submit a Request?
Submit a request is a way to notify the team of a bug, glitch, or unexpected issue within the game.
How to Submit a Request
- First you will need to search our Halo Support site for KBAs that may be relevant to the issue you are having. If there are KBAs around it, please let us know that the article you found was indeed helpful or relevant!
- If your issue isn’t mentioned anywhere, please select Submit a Request located near the bottom of any KBA.
- Please select the issue type that best resembles what you are trying to report. Note: All fields marked with a red * are required.
- Please navigate through and fill out the report with all relevant information, attach screenshots, or links to videos of the issue. Providing as much information and as you can about the issue will better enable us to troubleshoot and address it faster.
- Submit your request
You can submit Requests on a wide range of topics that include reports of Audio Issues, Crashes, Game Save Corruption, Report a Player, General Bug Reports, and other types. The type of requests will grow and change over time as needed.
Submitting a request is different from sharing feedback in the sense that a request is creating a new ticket for something that is technically wrong within a game, i.e. a bug. This is objective data to help our test and development teams understand and potentially address specific issues within a game.
Feedback is something you would like to see changed, improved, or done differently based on your own opinion. This is subjective data that often helps the development team understand the needs and wants of our players and helps prioritize potential work for future updates.
If a ticket is filed that is based on sentiment or opinions of what should be done, it will unfortunately be closed. Please ensure comments of this nature are left in respective feedback threads posted in the Games Forum section at HaloWaypoint.