EVE Echoes: How to Recover Lost Ships via Customer Support

To recover a destroyed ship through customer service in EVE Echoes, submit an in-game ticket immediately following an abnormal PvE loss. Customer support reimbursement returns approved hulls without consuming your personal Insurance Points (IP) or Plex, but requests must be backed by combat logs and are subject to account cooldown limits.

How to File a Recovery Ticket

Customer service claims must be submitted through the official in-game client menu before server combat logs expire.

Copy Combat Details: Open your pilot menu, view your combat logs, and locate the killmail for the destroyed ship. Record the killmail ID, solar system name, date, and exact UTC timestamp.
Open Support: Tap your pilot portrait in the upper-left corner of the screen, open the settings menu, and select the Customer Service tab.
Select the Reimbursement Category: Navigate to the automated ship replacement or operational issue inquiry option.
Submit Details: Input your ship type, system location, timestamp, and a direct description of the failure (such as an app freeze, socket disconnect, or gate desync).
Check System Mail: Review in-game system mail for updates. Approved ship hulls are delivered directly to your station delivery queue or personal hangar.

Loss Eligibility and Approval Rates

Customer service reviews server telemetry against your loss log to verify abnormal game conditions. Routine gameplay losses and voluntary player combat are not eligible.

Loss Cause	Approval Likelihood	Requirement
PvE Disconnect or Client Crash	High	Server logs confirm dropped socket during PvE combat.
Autopilot Pathing or Gate Desync	Moderate	Telemetry indicates routing or jump gate errors.
Low-Sec or Null-Sec PvP Combat	Very Low	Losses from standard hostile player combat are denied.
Gate Bubble Ambush or Station Camp	Denied	Tactical player mechanics operate as intended.
High-Sec Criminal Response	Denied	CONCORD destructions are final and cannot be appealed.

Technical failures during high-tier encounters—such as Deadspace sites, Storyline missions, or high-level combat anomalies—represent the standard scenario for courtesy restoration. Losses resulting from hostile player engagements or standard game mechanics must be handled through the normal insurance system.

Reimbursed Items vs. Excluded Assets

Support reimbursement primarily replaces the destroyed base hull. Other fitted assets are subject to restrictions:

Ship Hull: Restored as a packaged hull or stripped chassis placed in your station hangar.
Modules and Rigs: Low, mid, and high-slot modules and rigs are conditional. Items destroyed, looted from the wreck, or despawned are generally not guaranteed for restoration unless direct server corruption occurred.
Cargo Hold Contents: Mined ore, loot crates, and planetary materials are excluded from reimbursement.

Plan to refit restored hulls using your own module reserves and ISK.

Account Cooldowns and Best Practices

Courtesy restorations are restricted by rolling account limits, typically capped over monthly or quarterly intervals.

Because approval allowances are limited, save customer support tickets for high-value strategic cruisers, faction ships, or capital hulls where technical crashes cause severe losses. Inexpensive hulls, standard industrial ships, and operational combat losses should be replaced using standard Insurance Points.