Contact Support
If you can't resolve an issue on your own, here's how to reach us.
Before you contact us
Most issues are covered in:
Common Issues — the top 10 problems and fixes.
Why isn't my game showing up? — sync troubleshooting deep dive.
Troubleshooting Sync Issues — per-platform sync help.
Bot Permissions Checklist — Discord bot issues.
It's faster to fix it yourself than wait for our response — please check the above first.
How to contact us
Contact details below are placeholders — replace with your actual support channels.
Email
For most issues. Response time: usually within 24 hours, faster on weekdays.
Official Discord support server
discord.gg/rivalryze (replace with actual invite)
Best for quick questions, community help, and seeing if others have the same issue. We monitor regularly.
In-app feedback
From the dashboard, click Help → Send Feedback to submit a message directly. Includes your account info automatically.
What to include in your message
To help us help you quickly:
Your RivalRyze username (and email if it differs).
A clear description of the issue: "When I do X, I expect Y, but instead Z happens."
Steps to reproduce if applicable: "First I clicked here, then I did that, then this error appeared."
Screenshots if relevant — error messages, the broken state, etc.
Relevant IDs — Contest ID, Order ID, Transaction ID. Often listed on the relevant page or in your transaction / order history.
What you've already tried — saves us from suggesting things you've ruled out.
The more context you give upfront, the faster we can resolve it.
What we can help with
We respond to:
Account access issues (can't log in, suspicious activity)
Wallet / gem discrepancies
Missing or wrong sync data
Shop order issues (delivery, redemption, refunds)
Contest disputes
Discord bot issues (after running
/guild-permissions)Bug reports
Feature requests and feedback
Compliance / legal requests (data export, account deletion)
What we can't help with
Out of scope for support — please don't ask:
Gameplay strategy on connected platforms. We don't coach you on how to win at Elden Ring.
Forcing achievements that didn't unlock on the source platform. If Steam / PSN / Xbox didn't register an achievement, we can't add it.
Manually changing Contest results. Results are based on actual game data; we don't overrule them outside of clear-cut technical bugs.
Reversing voluntary actions. If you spent gems you didn't mean to, we may not be able to refund (especially if the gems went to another player as a Contest win).
Reinstating banned accounts without a strong case. We ban for cheating, fraud, or terms violations and review appeals carefully.
Response times
Account access (locked out, compromised)
Within 12 hours, often faster
Wallet / payment issues
Within 24 hours
Sync / data issues
Within 24–48 hours
Bug reports
Within 72 hours (acknowledged faster)
Feature requests
Acknowledged within 1 week; no commitment on implementation
General questions
Within 24 hours
We're a small team — please don't send multiple messages while waiting for a response. If your issue is genuinely urgent (account compromise, financial), mark it as urgent in the subject line.
Severity guidelines
When emailing, please put the severity at the start of your subject line:
[URGENT] — Account access, suspected fraud, security issue.
[BUG] — Something broken that affects everyone (full outage, payment failures).
[ISSUE] — Personal issue that affects only you (sync not working, gem balance off).
[FEEDBACK] — Suggestions, feature requests, general thoughts.
This helps us triage faster.
Service status
Check status.rivalryze.com (replace with actual URL) for:
Current incidents (anything ongoing right now)
Scheduled maintenance windows
Recent incident history
If you're seeing widespread issues, check the status page first — we may already be on it.
Bug bounty / security disclosure
If you've found a security vulnerability:
Do not disclose publicly.
Email security@rivalryze.com with details.
We respond to security reports within 48 hours and credit / reward valid reports per our disclosure policy.
Feedback and feature requests
We want to hear them, even if we can't act on every one. Send them through any of the channels above (email, Discord, in-app feedback).
Useful feature requests include:
The problem you're trying to solve (not just the feature you want).
Whether it's blocking you or just a nice-to-have.
Any workarounds you're using today.
We read all of them and use them to prioritize roadmap work.
Press, partnerships, business inquiries
Email hello@rivalryze.com (replace with actual). Not for individual support — those go to support@.
Thanks for being a player
RivalRyze grows because of the players using it and giving us feedback. Whether you're reporting a bug, suggesting a feature, or just hanging out in the Discord — we appreciate you.
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