A ticket is the best route for anything that needs a closer look: a payment that has not confirmed, a device that will not run the app, or a refund request. Each ticket keeps the whole conversation in one place, and you can add to it at any time.
Before you open a ticket
Check the page that matches your problem first. The activation code article, the buffering checklist and the install guides answer many questions in a few minutes.
What to include
- Your order number and the email address you ordered with.
- The plan and the coin you paid in.
- The device, its model and the app or player you are using.
- A clear description of the problem and the steps you took.
- The transaction ID, if the problem is a payment.
Do not include your recovery phrase, your private key or any wallet password.
What happens next
A team member replies by email. Tickets are answered in the order received, during the support hours on the contact page. Keep the ticket number, and reply to the same thread so the history stays together.
If the problem is a device that cannot run the app, tell us within 24 hours of activation, so the refund policy can apply.
Questions about tickets
How long does a ticket take?
Most are answered within the working day. Complex payment checks can take longer, and we will say so in the reply.
Can I add a screenshot?
Yes. A photo of the screen helps us see the error message.
Can I open a ticket for someone else?
Please write from the email address on the order, so we can confirm it is yours.