Advice for submitting a support request

Hello SongPop Community, 

It's Jess from Support. I wanted to connect with you all to give you some advice about submitting tickets to support. 

First, please remember that we are just support staff. We are not SongPop Employees so we do not have say in what features are added, will be added, when they will be added, or why they were added or taken away. We are here to help relay feedback to the SongPop Team if you have ideas, opinions, suggestions, etc. We are also here to answer any technical and gameplay questions you have. 

Also, check our FAQ and Knowledge Base. I will most likely send you the same information you can access there and you don't have to wait to access the FAQ or Knowledge Base. So to save yourself some time, check out the Announcements, FAQ, and Knowledge Base just in case the answer is there. 

When you send us a ticket, please remember not  to type your whole question in the subject of the email. The program we use to see your support tickets cuts off anything typed in the subject after so many characters. So make the subject brief and type your question in the body. Send us ONE ticket, not multiple. The more tickets you open, the more confusing and more time it will take to solve your issue.

Tell us as much as you can about how you connect to and play SongPop. We'll usually ask you for the following to help us troubleshoot: 

1.) What device do you play SongPop on? (iPod, iPad, iPhone, Mac Laptop/Desktop, Android, Kindle, Windows Laptop/Desktop) 

2.) Which version of SongPop do you have? If you need help finding this information, just ask us, we have instructions to help you look up any in game details. 

3.) When exactly does the issue occur? Does it happen all the time? Does it happen with a specific action? Tell us as much as you can about whatever is happening. 

4.) If your issue is able to be captured visually, we ask for a screenshot. Please let us know if you need help with screenshots. We also have detailed descriptions for how to take screenshots.

Also, please remember we do not answer abusive language tickets. If your language is abusive your ticket will be deleted. 

Please read this article about Ticket Status before you start getting upset that your issue has been called "solved" when it is not. 

We're here to help, so let us try before you get upset! I love solving your problems and helping getting you back to your game! So send me your troubles, I've got your back! 

[e-mail]

Thanks! :)