Thought I’d chime in since live chat support has been a hot topic for the last couple days. In order to get live chat, you do need to be a paid player. You don’t need to spend a $100 per month to get live chat though–that is just a rumor. You are entitled to live chat support if you are paid player, but please keep in mind that this CS feature may not be available due to high volume.
* There will always be email support. The news about email support going away is just a rumor.
* Email support is available for unpaid users.
* Email and live chat support is available for paid players.
Source: Official Zynga Forums!
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