Do you need to send a message to our Customer Support team? Is it a report? A request? A question? This article covers how to best submit your messages and reports to our team!



Starting a Ticket

When sending a message through Contact Us, it is vital to use the email address registered to your account so that we can determine your identity. Verifying account ownership is the first step for our Customer Support team when responding to specific account-related tickets. Without the proper information or e-mail address, it may not be possible to assist you.

Once you have submitted a ticket, check your email for a “message received” notice. If you need to update your ticket at any time, you can do so by replying to that email. This message also includes your ticket number.



Submitting a Bug Report

Before submitting a ticket about a bug, please check the Bug Report Forum for threads related to your issue. If there is an existing thread, adding your report to it will help our engineers by consolidating the reports into one place.

If your bug report is potentially exploitable or contains sensitive account information, we ask that you send us the report through Contact Us rather than posting it publicly. Information we will need includes:

• A description of the issue that occurred.
• The OS and browser involved.
• If possible, step-by-step instructions on how to reproduce the issue.
• Approximate time the issue took place.
• Any items or dragons (names/IDs) and the quantity of either/each involved.

Have a Question or Need Something Resolved?

Our customer support team will try to answer your questions or resolve your inquiries to the best of their ability. If a question is related to gameplay, please consider posting to our Help Center, where other helpful players are happy to lend a hand! Should you still need additional assistance, please provide:

• A description of the issue that occurred.
• Approximate time the issue took place.
• Any items or dragons (names/IDs) and the quantity of either/each involved.
• Usernames or ID numbers of all parties involved.

Submitting a Behavioral Issue

All players using our site must abide by the Terms of Use, Rules & Guidelines, and Code of Conduct. If you have encountered a player behaving inappropriately on our site, we encourage you to make a report. All behavioral issues should be reported through Contact Us. We will need the information below to begin an investigation, so please include any or all that relate to your report:

• A description of the issue/incident.
• The approximate date and time it occurred.
• Usernames or ID numbers of all parties involved.
• Link(s) to where the violation may be found on the Flight Rising website.

Privacy

Player privacy is incredibly important. Please keep in mind the following information when submitting a support ticket:

• We do not discuss player account information with third parties.
• Appeals must be sent by the account owner.
• We do not provide follow-ups or disclose who submitted a report for the privacy and safety of all involved.