When to contact support
Escalate after self-serve steps; use chat, email form, or tickets with details ready.
Updated Jul 5, 20260 views
Try self-serve first
- /help/troubleshooting — common issues by category
- Search help articles at /help
- Category articles in Getting Started, Downloads, Account, Mobile, and Technical Support
Contact options
| Channel | Best for |
|---|---|
| Live chat | Quick questions when agents are online — Contact support (chat) |
| Email form | Detailed issues with attachments — Submit a support ticket at /help/contact |
Include in your message
- Account email
- What you expected vs what happened
- Steps you already tried (browser, device, screenshots)
- Order, subscription, or redemption code reference (last characters only if you prefer)
Urgent cases
Escalate immediately for payment charged but no access, suspected account compromise, or data loss after account deletion. Choose High or Urgent priority on the contact form when appropriate.
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