We have a team of friendly people who dedicate much time to helping customers every day of the year.
The best way to obtain help is to create a single support ticket with us. There must be a big form to fill out - tell us what help you need. It is helpful to include the following in your message:
- Your email address and username
- A clear description of your issue; the more detail you can provide, the better!
- When the issue has occurred, and where (if possible, provide a link).
- If the issue concerns payments, please include any payment information that could help us, such as a receipt or the last four digits of your credit card. Do not provide your entire credit card number or CCV.
Please do not send multiple support tickets unless you have forgotten to add certain details. Sending multiple support requests slows down the support desk's response time. All support requests are dealt with on a first-come, first-served basis, and repeat requests will be deleted.
So that you know – a reply will be sent to the email address you use for your TSR account. Please clarify this in your message to the support team if you'd like a different email address.
Please remember that our staff members take on support roles because they love to help people. Please be kind to them; they will do their best to help you. We know some issues, like being unable to log in or make a payment, are super frustrating, but we'll do all we can to get you up and running as soon as possible.
Please note: We have a zero-tolerance policy on abusive behavior toward our staff and will permanently ban users who do not respect this.
Response Times
While we aim to reply as soon as possible, it may take up to three business days to respond to messages during our busiest times. We appreciate your patience. Please do not send repetitive support requests; this slows down the support desk's operation and does not increase the speed at which we can reply.