Path of Exile 2 developer Grinding Gear Games is apologizing to players for slow support response times since the ARPG’s early-access launch. The studio adds that it’s had a backlog of over 500,000 email requests to get through since before PoE 2 was even released, but that the support team has been expanded to make up for demand. GGG acknowledges that players “deserve better customer service” than what it’s been providing, while promising to do more.
Given the popularity of PoE 2, which rivals the likes of Diablo 4 and Last Epoch, this isn’t the first Grinding Gear Games has had to make a statement regarding slowed customer service. Last year the team apologized for delayed support requests, and since then the RPG has grown even bigger. Path of Exile 2 already has over 90,000 Steam user reviews (81% of which are positive), and has hit a concurrent player peak of almost 580,000.
That’s why Grinding Gear Games has issued another statement on delayed PoE 2 support requests, and it details just how busy the team has been since launch.
“We’d like to take a moment to apologize for our slower-than-usual support response times,” GGG writes. “Due to the massive increase in tickets from early access, we’ve fallen behind our usual standard. Today we want to detail what went down and how we’ve been working to improve the situation.”
“In the lead-up to the launch of Path of Exile 2’s early access we began to ramp up our customer support team. It quickly became evident that our efforts were not nearly enough and we have since doubled the size of the team, and we are still hiring more.
“The support team is responsible for not only the emails and private messages, but also the in-game chat and forum moderation. All of these have been approximately ten times busier than our previous busiest time. Since the announcement on Friday November 22, the support team has received around 545,000 email requests and been able to reduce the remaining requests to approximately 75,000.”
GGG adds that if you’re still waiting for a response from the PoE support team, don’t send another email. If you do, this will move you and your correspondence right to the back of the queue, making you wait even longer to hear back.
“You deserve better customer service than we’ve been able to provide despite the best efforts from our team and for this we are sorry,” Grinding Gear Games adds in closing. The team also recently issued a statement regarding a data breach where a hacker gained access to a number of player accounts.
Don’t forget that Grinding Gear Games also recently shared the full Path of Exile 2 0.1.1 patch notes. The first update of 2025 is packed with endgame improvements, equipment buffs, and an array of quality-of-life features players have been asking for since launch.
If you’re deep in the Path of Exile 2 endgame don’t worry, because we’ve got all the best Path of Exile 2 builds to give you the advantage you need.
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