What happens to your requests

What happens to a request

• You ask the Help assistant, or press Ask the studio on a help page.
• The studio gets your question and the page you were on.
• A person at the studio reads it and replies by email, to the address on your account. We'll get back to you as soon as possible.

Your requests on the Help page

Under Your requests on the Help page, each request shows where it stands: Received, Fixing automatically, Fixed or With the studio, with a line saying what's happening. Problems our own checks spot show here as well, so you may see one you didn't send.

Where to follow it

Your Account page's History shows "Asked the studio for help" with the time you asked. Replies come by email, so check that inbox and your spam folder.

There's no need to ask twice about the same thing: it reaches the same person. To add details, reply to the studio's email, or add them in the Help chat, where you can also attach one screenshot (PNG, JPEG, WebP or HEIC, up to 4 MB) to a request.

Problems the studio sees first

Some problems reach the studio before you ask. If a round stalls, the working screen says "This is taking longer than usual" and the studio has already been told. See something looks stuck.