> 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.