Tech Support Basics: How To Get The Best Help Quickly

When Requesting Help With A Site Issue

Please help us to help you most efficiently by including the following information on help requests:

1. Which account is affected? You ideally should be making the help request from the affected account. If others are affected, please list those too. Include urls to your profile(s) or the full character name, not just "my Lucy" or something like that. We don't necessarily know what that means, and it takes extra time to look it up and try to figure out which account(s) you're talking about.

2. Are you mobile or desktop?

3. Did you see an error message of any kind? If so, what did it say? Please provide exact verbiage if possible.

4. What were you trying to do when the issue happened? Please include information about buttons you clicked, screens you saw, etc. "Trying to fix my profile" is not a good example of useful information here. Try something more like "I clicked on Account and then Account Settings".

5. If there wasn't an error message, please try to describe in as much detail as possible what did happen. "It didn't work" is not helpful. Did you see a blank screen? Did the page just never load? Did you see the wrong screen? Details will help us figure out what's going on for you.

6. What operating system are you on? If you're mobile, this will probably be Android or iOS. If you're desktop, maybe something like Windows 10 or iOS.

7. What browser are you using? Since RPL doesn't have a mobile app, you'll be using a web browser of some sort to access the site regardless of whether you are mobile or desktop. Let us know if you're on Chrome, Firefox, Edge, Safari, or something else. Sometimes it matters.

Including as much as this information as possible when requesting help will streamline the process and prevent us from having to play Twenty Questions with you every time there's an issue, which is faster and easier for everyone. Thanks!