Troubleshooting

Troubleshooting: Basic Steps

Before submitting a support ticket, try these basic fixes:

1. Hard Refresh: Clear your browser cache or force-close and restart the mobile application.

2. Check Network Status: Visit the official channel for any announcements regarding server downtime.

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Still experiencing problem?

To ensure your issue is resolved as quickly and efficiently as possible, please follow these steps when contacting our support team at [e-mail]

Step 1: Craft a Clear Subject Line

The subject line is the most important part of your email, as it allows our team to categorize and prioritize your request immediately.

Issue Type	Recommended Subject Format	Example
Wallet/Funds	[URGENT] Wallet/Betting Issue: [Brief Summary]	[URGENT] Wallet/Betting Issue: Failed Payout after PvP win
Bug/Technical	[BUG] [Game Mode/Area]: [Brief Summary]	[BUG] PvP Lobby: Custom Bet Amount is incorrect
General/Account	[Account]: [Brief Summary]	[Account]: Login issue after password reset

Step 2: Provide Essential Player Details

Include this information at the very top of your email body so we can locate your account and the specific transaction.

• Your Player ID / In-Game Name: (e.g., ChainMasterX)

• Your Wallet Address (REQUIRED for Crypto Issues): The full address or transaction hash of the wallet / transaction that have issue

• Time & Date of Issue: (Include your local time zone, e.g., 2025/11/04 at 10:30 AM WIB)

Step 3: Describe the Problem (Actual vs. Expected)

The body of your email should clearly explain what happened and what should have happened.

A. The Issue Description (What Happened)

In a short paragraph, describe the problem and its impact.

Example: "After winning my 100 token PvP match, the screen froze. I restarted the app, and the tokens were not credited to my account, and the stake was deducted from my balance."

B. Steps to Reproduce (How It Happened)

This is the most crucial part for our technical team. Use a numbered list to detail the exact actions you took leading up to the problem.

1. I logged in on my mobile device.

2. I went to the PvP lobby and selected a 100 token stake.

3. I was matched with player "username4"

4. I won the match by legally sinking the 8-ball.

5. The payout animation started, and the screen froze at 50% completion.

Step 4: Include Attachments (Visual Proof)

Attach any relevant files to your email. Visual proof significantly speeds up the resolution process.

• Screenshot or Video: A capture of the error message, the frozen screen, or the unexpected visual glitch.

• Transaction Hash (TxID): If the issue relates to a failed or missing crypto transaction, copy and paste the Transaction ID from your blockchain explorer.

Step 5: Send and Await Confirmation

Once your email is complete and includes all the necessary details and attachments, send it to the official support address.

• Send To: [e-mail]

• Response Time: Our team aims to acknowledge all support tickets within 72 hours. Complex technical or crypto-related issues may require longer investigation.

DO NOT: Send multiple follow-up emails, as this pushes your ticket back to the end of the queue. Use your original email thread for any new information.