Accounts and access
Handle login issues, locale mismatches, profile recovery, and launch onboarding problems.
Support operations
Fast paths for launch support, moderation, and creator troubleshooting.
This support surface is intentionally operational. It is built to route issues quickly, not to act like a marketing page in disguise.
Uploads and playback
Track preview failures, caption mismatches, delayed publish jobs, and playback problems.
Moderation and rights
Review appeals, rights claims, abuse reports, and story-approval overrides.
Coach gameplay and scoring
Troubleshoot live predictor windows, fourth-down grading, replay rulings, and leaderboard sync issues.
Markets and responsible gaming
Resolve KYC or jurisdiction blockers, partner handoff failures, self-exclusion questions, and deposit or loss-limit changes.
When opening a support case
Include the account handle, locale, device type, affected flow, and the exact moment where the issue appears.
For moderation appeals
Include the original take or story slug, why the action is disputed, and any rights or context documents available.
For coach or market cases
Include the game or scenario ID, the visible eligibility step, and whether the issue happened before scoring, during preview, or at partner handoff.
Escalation lanes
Moderation appealsRoute appealed takedowns, explain the disputed action, and attach context or creator statements before reopening a case.
Rights claimsAttach claimant identity, ownership proof, licensed-use notes, and whether the request is takedown, license, dispute, or reinstate.
Markets and eligibilityCapture age-check state, jurisdiction, KYC stage, account status, and the exact partner handoff step that failed.
Target response windows
Safety escalation< 15 min
Rights review< 4 hrs
Appeal response< 24 hrs
Use for active harassment, threats, impersonation, or fast-moving live incidents.
Use for copyright disputes, clip-removal claims, remix licensing questions, and reinstatement review.
Use for creator-facing moderation reversals, story overrides, and repeat false-positive analysis.
Need a response