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What to include when you message us

Support can almost always fix things on the first reply if the message contains the right details. Please include:

• Your username or the email you ordered with — never your password
• The device and app you are using
• What exactly happens, and on which channels
• Whether it affects one channel, one device, or everything
• Whether it happens all the time or only at peak hours

That last point matters more than people expect: an issue that only appears between seven and eleven in the evening is a different problem from one that is constant, and it changes what we check first.