Vana'diel, the stage where FINAL FANTASY XI is set, is a virtual world created by Square Enix and the players together. Just like the real world, a wide variety of things can happen-including problems players can't (or shouldn't have to) resolve through the game itself. This is where a special member of the Square Enix team comes in: the Game Master (GM). The GM's role is to facilitate players' enjoyment of the game.
The purpose of the Game Master is to provide players with an enjoyable gaming environment.
The Support Hierarchy
Square Enix support staff serve the needs of our players in three categories, as explained below.
Game Masters (GMs)
GMs support the players directly, via in-game interaction and e-mail. They also serve as a point of contact for issues that are best addressed by other Square Enix teams. In addition, they address player violations of in-game policies. This includes cautions, warnings, suspensions, and terminations. The Account Administration team must approve any severe disciplinary action.
Information Center
The Information Center addresses account issues, connection problems, and other out-of-game issues. GM will accept reports via Email, Webchat, and phone.
Account Administration Team
This team oversees disciplinary actions against a player by a GM. They also review and investigate players' complaints of unfair treatment by GMs. Also, Account Administration investigates permanent account terminations.
Basic GM Rules
GMs must always follow these rules in their player support role:
- Provide professional and courteous customer service.
- Convey as much information as possible to the players without disclosing any confidential information.
- Assist customers' needs to the greatest possible degree.
- Respond to players' questions and concerns in a consistent manner.
- Provide an enjoyable gaming environment for the players.
Common Misconceptions about the GM Team
| GMs are only there to catch the "bad players". |
| This is not the case. Although GMs do take action against players who violate the rules of the game, the point of having GMs is to keep the gaming environment enjoyable for everyone. GMs take disciplinary action against players who violate or disrupt other players' gaming experiences. |
| Calling a GM is useless; they won't help. |
| Sometimes GMs are unable to act immediately on a certain issue, but every player report is documented and investigated. We cannot promise that GMs will always take action, but we can promise that they will do everything possible to make the gaming experience enjoyable for everyone. |
| If you call a GM about something trivial, you will be punished. |
| GMs review all calls from players, no matter what the concern may be. Players cannot put themselves or their account in jeopardy by making a GM call. If you feel that a GM has not treated you properly, please contact us via email by Opinions and Complaints Concerning the GM Team. |
| GMs won't tell you anything about quests or missions. |
| GMs cannot give out hints during their interactions with players because it would be unfair to give an advantage over everyone else. However, if a GM determines that a technical problem has prevented a player from completing a quest or mission, then the GM will help. |
Do GMs exist inside the game?
GMs work primarily inside the game, but they do perform duties outside as well in order to make the gaming experience enjoyable for all players. GMs use specifically assigned characters so that they can be easily identified.
Sometimes GMs will appear before players and speak with them. GM characters are unique in two ways: they have the text "GM" next to their characters' names, and their characters wear all-red armor. Both of these are characteristics of GMs in the game.
There are various types of GMs.
Support GM
These GMs take calls from the players and perform a variety of other support roles. All GMs can carry out the duties of a Support GM.
Senior GM
In addition to the Support GM functions, the Senior GM also oversees all on-site GM duties. Players will receive the same type of service from either type of GM that assists them.
Lead GM
The Lead GM is responsible for all GM duties. Also, Square Enix staff members taking part in an in-game event use this icon.
Producer
As the title suggests, this icon signifies in-game characters controlled by the FINAL FANTASY XI producer.
PlayOnline Official Staff
This icon is used for in-game Square Enix staff members outside of the above categories.
The GM team is up and running 24 hours a day, 365 days a year. GMs have the ability to visit any specific world or zone, so that they can assist a player whenever or wherever necessary.
Because most of our players speak Japanese, English, French, or German, the GM team is prepared to respond in any of those languages. Our bilingual GMs can always assist and support players in a second language.
| When to Call a GM |  |