If you are experiencing a technical issue, providing a high-quality support ticket ensures our team can resolve your request as quickly and accurately as possible.
Please follow this guidance when submitting a new support request:
Use a concise and informative title
Your subject line should be a brief summary of the problem. Avoid vague titles like "Help" or "Error"; instead, use specific descriptions like "Unable to log in on iOS" or "Slow internet in (Country)"
Complete all form fields
Ensure every field on the support form is filled out correctly to the best of your ability. This metadata helps our systems automatically route your ticket to the right specialist department and reduce your wait times.
Provide a detailed description
Clearly outline the specific issue you are facing. Include the steps you took before the error occurred and what the expected outcome was versus what actually happened. The more context you provide, the less "back-and-forth" is required and the quicker we can help you resolve the issue.
Attach visual evidence
Whenever possible, include screenshots or screen recordings of the issue or error message. Visuals often reveal technical details that are difficult to describe in text.
Include precise location data
For connectivity or localized service issues, providing the precise location of the affected user is vital for our engineers to check regional server health or network coverage.
Internal Data Bank
We recommend that for the common issues you see, you keep a record of responses and resolutions we have sent historically. This way your agents can quickly check if the issue their user is facing has been seen before and how it was solved. Reducing the number of repeat tickets means we can help with new issues quickly.