We know waiting for a reply isn’t the most exciting part of your Star Stable adventure, especially when you’re excited to get back to playing! To help us help you faster, here are a few easy tips for sending a support ticket that won’t get lost or delayed.
Use an email you have access to
Use an email you can receive replies at when creating your ticket. If your account email doesn’t work, log out and submit the contact form again with your preferred email. Be sure to include your account email in your message so we can locate your information easily.
If we contact you and don’t receive a response within 5 days, your ticket will be closed automatically. Please make sure to use an email address you can access and that allows you to communicate with us.
Send One Complete Ticket
If you have an issue, include all the essential info in one message. Sending multiple tickets about the same thing doesn’t get you a faster reply; it slows things down. Each extra message restarts the wait, so your ticket might end up further back in line. Ouch.
Keep Your Ticket Number
After you send your request, you’ll get a ticket number. Please keep it safe!
If you want to follow up, reply to the same thread instead of starting a new one. That way, we can keep track of everything in one place.
If It’s About a Payment or Refund
Make sure to include:
The date of the payment
A screenshot or copy of your receipt
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For Mobile, any helpful details, like the GPA number for Google Play Store purchases and the Order ID for Apple purchases
Note: For requests related to Apple refunds, please get in touch with Apple Support directly for assistance with App Store purchases.
The order number if the purchase was made through our Digital Gift Shop (it starts with
#)
This saves a lot of back and forth and gets your issue sorted faster.
If It’s About Your Account
Try to send your message using the email address linked to your Star Stable account.
If that’s not possible, let us know which email is linked to your account and ensure you’re writing from an email you use (so you receive our reply).
Reporting a Bug?
If you're experiencing a bug in the game, we've got a separate guide just for that!
Follow the steps here: How Do I Report a Bug to Customer Support?
Be as Clear as You Can
If you’re asking about a refund, account problem, or bug, try to include everything you can in one message. The more details, the better! That way, we don’t have to return and ask for missing info; you get help sooner.
Thanks for taking the time to read this before reaching out; it makes a difference and helps us support you faster and better. We can’t wait to get you back in the game!