> For the complete documentation index, see [llms.txt](https://docs.rivalryze.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rivalryze.com/help-and-faq/contact-support.md).

# 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**](/help-and-faq/common-issues.md) — the top 10 problems and fixes.
* [**Why isn't my game showing up?**](/help-and-faq/game-not-showing.md) — sync troubleshooting deep dive.
* [**Troubleshooting Sync Issues**](/connecting-gaming-platforms/troubleshooting-sync.md) — per-platform sync help.
* [**Bot Permissions Checklist**](/for-guild-admins/bot-permissions.md) — Discord bot issues.

It's faster to fix it yourself than wait for our response — please check the above first.

## How to contact us

{% hint style="info" %}
*Contact details below are placeholders — replace with your actual support channels.*
{% endhint %}

### Email

[**support@rivalryze.com**](mailto:support@rivalryze.com)

For most issues. Response time: usually within 24 hours, faster on weekdays.

### Official Discord support server

[**discord.gg/rivalryze**](https://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:

1. **Your RivalRyze username** (and email if it differs).
2. **A clear description** of the issue: "When I do X, I expect Y, but instead Z happens."
3. **Steps to reproduce** if applicable: "First I clicked here, then I did that, then this error appeared."
4. **Screenshots** if relevant — error messages, the broken state, etc.
5. **Relevant IDs** — Contest ID, Order ID, Transaction ID. Often listed on the relevant page or in your transaction / order history.
6. **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

| Type of issue                            | Typical response time                                       |
| ---------------------------------------- | ----------------------------------------------------------- |
| 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](https://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**](mailto: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**](mailto: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.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.rivalryze.com/help-and-faq/contact-support.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.