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:
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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:
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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:
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:
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
