[Info] How to contact the Support Team

By AmOwzing, 17th June 2025 12:11:06




HellOw Everyone,

As you all know, bugs do occur when it comes to technology. To help make the team aware of any issues, you may need to file a support request from time to time.

You can file a support request by clicking the Contact Us link found at the bottom of every page.

Here is how to Contact Us while playing on the Howrse App:
Click to display
Tap the person silhouette in the top right corner, then choose "Contact Us".



Information to include in your ticket:


↪ A detailed description of the problem you are experiencing.
The more detailed you are, the quicker our team can begin checking on the issue.

↪ A link to the page where the issue occurs.

↪ When did the issue start? Please include the date, time, and your timezone.

↪ What version of Howrse are you playing on, Classic (browser on a PC), or Mobile?

↪ What is your Internet connection? Mobile data, WiFi, other?

↪ Screenshots or a video recording of the issue.

↪ If it's a purchase issue, ensure that you include a screenshot of the receipt (showing date, amount, and ID number).


If the issue is about your horses, please include their public link. Here’s how to obtain it:
Click to display
You can get your horse's link by clicking on the chain link icon while hovering over your horse.



If you are playing on the Howrse App, you’ll need to switch to the Classic Version, go to your horse, then click the chain link icon.

Screenshots are very helpful to us. Here's how to take them:
Click to display
Click on the type of device you are using to get official steps:

➞ Microsoft Windows devices
➞ Apple Macintosh devices
➞ Google Android devices
➞ Apple iPhone devices
➞ Apple iPad devices
➞ Google Chrome OS devices
➞ Linux Ubuntu devices


Ticket categories


Selecting the correct category for your request can help us assist you better.
For example, if you are unable to log into the game because you forgot your password, you would select that category for your ticket. You will then receive a prompt to provide some account information.



Tips


↪ Before contacting Support, please clear your browser cache and cookies, and ensure that you're using the latest version.

↪ Try a different browser than the one you normally use. This can help the team determine if the issue is related to a specific browser.

↪ For privacy reasons, we cannot share information about another player’s account, even if they are a family member. Please avoid sending a ticket for someone else's account.

↪ You don't need to have an account to contact Support. If you don't have access to your account, you can contact us directly by clicking on Contact Us on the Homepage.

↪ Please do not send multiple tickets for the same issue. Keep your replies confined to one ticket so that it is easier to track your responses.


How to clear your browser cache, cookies, and check if your browser is up-to-date:
Click to display
➞ Mozilla Firefox:
How to clear your cache and cookies
How to update it

➞ Google Chrome & Chrome OS:
How to clear your cache and cookies
How to update it

➞ Safari:
How to clear your cache and cookies
How to update it

➞ Microsoft Edge:
How to clear your cache and cookies
How to update it

When you use the Contact Us option, your username and server will automatically appear on your ticket if you are logged in to your account.
If you are unable to log in to your account, please include your username and the version you are playing in your message.

Click to display
There are 5 English servers:
- International server (Globe icon - howrse.com)
- United States server (USA flag - us.howrse.com)
- Canada server (Canada flag - ca.howrse.com)
- United Kingdom server (UK flag - howrse.co.uk)
- Australia server (AU flag - au.howrse.com)

Classic Version:
At the top of the page, on the profile silhouette button, the Globe or country flag will be displayed.

Mobile Version:
You’ll only be able to find which server you are on when logged out of your account. On the login screen, you will see the Globe or country flag in the top right-hand corner.

Please remember that some issues may require extensive testing, so patience is always key when dealing with technical problems. The team wants to get you back to enjoying your game as soon as possible, and we work very hard to assist everyone as quickly as we can.

Have fun and happy Howrsing!
The Howrse Team
AmOwzing
  • Posted messages: 382
  • Karma: 10 points
  • Seniority: 1,052 days