Howrse - Howrse

2021-08-12

HellOw Everyone,

As you all know when it comes to technology, bugs do occur. In order to help make the team aware of any issues, you may need to file a support request from time to time.
You can file a support request by clicking the Contact Us link found at the bottom of every page.

Here is how to Contact Us while playing on the Howrse app:

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Tap the person silhouette in the top right corner, then choose "Contact Us".

The following are some guidelines that will help streamline your support experience:

When creating your ticket, please be sure to include a detailed description of the problem you are experiencing.
Simply putting something like “My horse is broken, fix it.” is not going to help our technical team determine the issue at hand.

Instead, try something like:
“I used a Golden Apple on my horse Rowan today. Instead of taking one GA from my inventory, it took two”.
Then provide a link to your horse’s public page. This provides the team with enough information to begin checking on the issue.

Here is how you can get your horses public link:

Click to display

You can get your horse's link by clicking on the chain link icon while hovering over your horse.

If you are playing on the Howrse app, you’ll need to switch to the Classic Version, go to your horse, then click the chain link icon.

When you use the Contact Us option, your username and server should automatically be sent with your request. If you are unable to contact us from the Contact Us option, it is extremely important that you make sure to include your in-game username and select the correct server that you play on.

If you cannot sign into your account while creating your request, follow these steps to find the server that you play on:

Click to display

Providing the server you play on allows the team to locate your account quickly and get started on any bug testing that needs to occur.

There are 5 English servers:
- International server (Globe icon - howrse.com)
- United States server (USA flag - us.howrse.com)
- Canada server (Canada flag - ca.howrse.com)
- United Kingdom server (UK flag - howrse.co.uk)
- Australia server (AU flag - au.howrse.com)

Classic Version:
At the top of the page on the profile silhouette button, the Globe or country flag will be displayed.

Mobile Version:
You’ll only be able to find which server you are on when logged out of your account. On the login screen, you will see the Globe or country flag in the top right hand corner.

Categories:
Selecting the correct category for your request can also help us to assist you better.
For example, if you are unable to log into the game due to a forgotten password issue, you would choose that category for your ticket. You will then be prompted to provide some account information before the team can issue you a temporary password.

Tips:
Please keep in mind that for privacy reasons, we cannot share information about another player’s account, even if they are a family member. However, each player can contact us directly using our Support Wizard for help with their own account, even if they are unable to connect to the game.

Before contacting support, please make sure that you have cleared your browser cache and cookies. Also, please make sure that your browser is running the most up to date version.

Here is how you can clear your browser cache, cookies, and check if your browser is up-to-date:

Click to display

Please remember that screenshots are extremely helpful to us.

If you are not sure of how to take a screenshot, here are some helpful guides on how to take screenshots:

Click to display

Click on the type of device you are using to get official steps on how to take a screenshot:

Microsoft Windows devices
Apple Macintosh devices
Google Android devices
Apple iPhone devices
Apple iPad devices
Google Chrome OS devices
Linux Ubuntu devices

Please do not file multiple tickets for the same issue. Keep your replies confined to one ticket so that it is easier for the support team to track your responses.
Also, please try to remember that certain issues may require extensive testing, so patience is always key when dealing with a technical issue. The team wants to get you back to enjoying your game as soon as possible and we work very hard to help everyone as quickly as we can.

Have fun and happy Howrsing!

Kind Regards,
The Howrse Team

2021-08-13
Retired breeder
[Censored message]
2021-09-04
River Star Stables
River Star Stables
I can't but The horse you revered for me, I only have 1 pass Can you sell a horse for 5,000, Please
0
2021-09-05
kvnitz
kvnitz
River Star Stables wrote:

I can't but The horse you revered for me, I only have 1 pass Can you sell a horse for 5,000, Please

If this is about the Wild horse that Howrse put in Reserved Sales for every player, they will not change the price. The Wilds are always priced that high. If you want to send feedback about the cost, you can use Contact Us in the bottom corner of every page of the site.
6
2021-10-12
shelbyjayne
shelbyjayne
I reached out to your team regarding a bug in the system when I applied a Zues' Lightning Bolt to one of my unicorns. I only put one bolt on the unicorn in question, and it remained a stallion instead of changing to a mare.

After reaching out and explaining the situation, I was told I had applied two on the same day. This response came within a couple of minutes of me reporting the issue. However, their response was incorrect, as I had my inventory history to prove otherwise. I then responded to the team, with proof of my item history showing that I had only applied one bolt. It has been almost 12 hours since I responded, and no response from Howrse.

I am not one to beg and plead, but I spent passes to purchase that lighting bolt, and somehow I end up with it not taking effect? I am highly frustrated, and would like an answer from howrse, at least explaining why the bug occurred and how they will remedy the situation.
2
2021-10-14
EchOw
EchOw
shelbyjayne wrote:

I reached out to your team regarding a bug in the system when I applied a Zues' Lightning Bolt to one of my unicorns. I only put one bolt on the unicorn in question, and it remained a stallion instead of changing to a mare. After reaching out and explaining the situation, I was told I had applied two on the same day. This response came within a couple of minutes of me reporting the issue. However, their response was incorrect, as I had my inventory history to prove otherwise. I then responded to the team, with proof of my item history showing that I had only applied one bolt. It has been almost 12 hours since I responded, and no response from Howrse. I am not one to beg and plead, but I spent passes to purchase that lighting bolt, and somehow I end up with it not taking effect? I am highly frustrated, and would like an answer from howrse, at least explaining why the bug occurred and how they will remedy the situation.

Sorry to hear this. Please rest assured that the team is looking into and working on your request.

If you're still waiting for an answer, please do not hesitate to update your request.
2
2021-10-15
melissa_lahaise
melissa_lahaise
I’m not sure If I’m saying this on the right thing but I cannot for the life of me figure out how to create an equestrian centre I completed the objective and unlocked the breeding centre thing but it glitched and didn’t show me how
0
2021-10-15
shelbyjayne
shelbyjayne
EchOw, the request has been resolved, and I thank you for that. However, it took much more effort on my part than it should for any of your loyal players and valuable customers. I came forward with an issue, which was dismissed as though I had made a mistake, when in fact I know I hadn't. Some sort of glitch or bug caused the issue. Instead of considering something to that affect had happened, I was blamed for the problem and told nothing would happen. When I supported this with evidence, the issue was dismissed again. Both times, their information was incorrect and put me at the point of blame for the issue. I expected a lot more from Howrse in terms of customer service and player support.

In the end my issue was resolved, and again, I thank you for that.
9
2021-10-15
Ayjay
Ayjay
melissa_lahaise wrote:

I’m not sure If I’m saying this on the right thing but I cannot for the life of me figure out how to create an equestrian centre I completed the objective and unlocked the breeding centre thing but it glitched and didn’t show me how

wrong thing, sorry. Try starting a topic in this forum. Its not a glitch, very very few things actually are. If you are on mobile or the app (same thing I suppose), you can't open your EC. You have to change to classical version (there is a link, click on the silhouette at the top right and scroll down the menu. Also, using a tablet or laptop is a lot easier and you have access to more things. There are some beginner objectives you can't do on the app for example.
2
2021-10-16
MsAnirine
MsAnirine
I'm not sure if this belongs here but I don't use the app on my phone but the desktop version (because of wider access and stylistic choices) but whenever a UFO appears it takes a long time for me to be able to catch it. It seems to have a delayed reaction to me pressing, even though I do hit the UFO. It works after a lot of patience and the UFO always floats smoothly, so it's not a matter of the UFO having passed when I click and me not noticing.
It works on the app and on the laptop, just the desktop version on the phone has a delayed acceptance of touches (and therefore more difficult time) when it comes to catching UFOs (:
3
2021-10-29
Mapleflower
Mapleflower
MsAnirine wrote:

I'm not sure if this belongs here but I don't use the app on my phone but the desktop version (because of wider access and stylistic choices) but whenever a UFO appears it takes a long time for me to be able to catch it. It seems to have a delayed reaction to me pressing, even though I do hit the UFO. It works after a lot of patience and the UFO always floats smoothly, so it's not a matter of the UFO having passed when I click and me not noticing.
It works on the app and on the laptop, just the desktop version on the phone has a delayed acceptance of touches (and therefore more difficult time) when it comes to catching UFOs (:

Generally on phone I find freezing the screen for a moment by double-tapping the app as if to zoom in, then tapping the UFO quickly while the screen pauses is effective, if your phone has that type of feature. But otherwise, at least from my experience, this seems to be normal and just an unfortunate side effect of playing classical version on mobile devices.
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