No reply does not mean ignored: What really happens to your CTS 2026 support tickets!

Anyone playing City Transport Simulator 2026 on Xbox and repeatedly experiencing crashes has every reason to be frustrated. This is especially true when they then take the time to write a support ticket and receive no personal reply for days or even longer.

This frustration can now be seen under almost every CTS post we publish. In some cases, it no longer matters whether the post concerns an update, a new vehicle, or a DLC. Some Xbox players use the comments to point out again that their tickets remain open and that the game is still not stable for them.

And to be absolutely clear: We understand that.

When your own game crashes regularly, a post about new content can quickly feel wrong. While other players discuss new vehicles or features, you simply want to be able to complete a journey without interruption. If your own bug report then receives no reply, it is easy to feel that new content is being treated as more important than existing problems.

ViewApp explains that every submitted ticket is read and that most reports are also answered. However, limited staff resources mean that this does not always happen immediately. In individual cases, a personal reply may take longer or may not arrive at all.

For someone who has already been waiting for days, that naturally does not sound particularly satisfying. Nevertheless, an important distinction must be made: No personal reply does not automatically mean that the ticket has remained unread.

A report may already have been recorded internally, forwarded, or compared with other reports. This comparison is particularly important with the Xbox crashes because the problems have so far been extremely difficult to reproduce deliberately.

With a simple bug, the process is comparatively clear. If pressing a particular switch causes the game to crash every single time, the developers can repeat that exact process, investigate it, and correct it.

However, the Xbox problems apparently do not occur in exactly the same way for every player. One user may crash with a particular vehicle, another at a particular location, and a third without any recognisable trigger. Some can drive for an hour, while others only manage a few minutes.

One individual ticket therefore often does not provide a clear answer. A useful clue only begins to emerge when several reports contain the same details. The crash may occur particularly often with one vehicle, in one area, or after several functions have been used at the same time.

That is why a ticket should not only report that a crash occurred. The most important information is what happened immediately before it.

A useful bug report should include as much of the following as possible:

• the Xbox console being used,
• the vehicle being driven,
• the route or exact location,
• the situation immediately before the crash,
• the approximate length of the play session,
• the settings being used,
• and whether the problem can be reproduced.

Nobody expects players to conduct their own technical analysis. We do not have to identify which memory area or program process caused the error. However, a precise description of what we saw and did is considerably more helpful than simply writing: “The game keeps crashing.”

This is not intended to minimise the frustration of affected players. Anyone who has already submitted a detailed ticket does not want to explain under every new CTS post that the problem still exists. A brief acknowledgement or a clear public status page listing known issues would probably already help many players feel that their report has not disappeared.

At the same time, even a well-written ticket does not automatically produce an update the following day. The developers must first reproduce the problem, narrow down the cause, develop a change, and then test whether that change creates new problems elsewhere.

ViewApp also states that it is working directly with Xbox on the crashes. This indicates that the investigation may involve not only individual vehicles or parts of the map, but also the interaction between the game and the console itself.

The problems are therefore known. However, that does not mean the current situation is satisfactory for affected players. Both statements can be true at the same time: The team can be working on a solution—and Xbox players can still be disappointed when they receive no reply for a long time and continue experiencing crashes.

For that reason, the repeated comments under our posts should not simply be dismissed as unnecessary complaining. In most cases, they are not caused by pointless anger. Behind them is a player who wants to enjoy CTS 2026, has spent money on the game or additional content, and is currently not receiving the experience they expected.

We will therefore not brush this criticism aside. At the same time, we also want to explain that an unanswered ticket has not necessarily been forgotten. It may be part of a larger investigation in which many individual reports are needed before a recognisable pattern emerges.

A support ticket is therefore not a direct repair button. It is more like a piece of a puzzle. Some pieces immediately reveal where the problem lies. Others only make sense when combined with ten further reports.

Anyone who can reproduce a crash reliably or discovers new details should add that information to the existing ticket. Creating several new tickets containing exactly the same information is usually less helpful than providing one specific additional observation.

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The situation remains difficult for the Xbox community. No quick solution has been promised, and the process will take more time. The frustration surrounding that is understandable—especially among players who have already been waiting for a long time.

Have you already submitted a ticket and are still waiting for a response—or has the problem you reported since been visibly addressed? How long has your report been open? Do you play on Xbox Series X or Series S? Do the crashes occur with a particular vehicle?