Make the Most of your Howrse Support Experience

Hello Everyone,

As you all know when it comes to technology, bugs do occur. In order to help make the team aware of any issues, you may need to file a support request from time to time. This can be done by clicking the Contact us link found at the bottom of the home page or on the My Account page.

For those that do not have access to your account, you can use the following link to contact our support team.

The following are some guidelines that will help streamline your support experience:

When creating your ticket, please be sure to include a detailed description of the problem you have encountered. Simply putting something like “My horse is broken, fix it.” is not going to help our technical team determine the issue at hand.

Instead, try something like “I used a Golden Apple on my horse Rowan today. Instead of taking one GA from my inventory, it took two”. Then provide a link to your horse’s public page.This provides the team with enough information to begin checking on the issue.

Also, it is extremely important that you make sure to include your in-game username and select the correct server that you play on. This allows the team to locate your account quickly and get started on any bug testing that needs to occur.


Categories:

Selecting the correct category for your request can also help us to assist you better. For example, if you are unable to log into the game due to a forgotten password issue, you would choose that category for your ticket. You will then be prompted to provide some account information before the team can issue you a temporary password.

Tips:

Please keep in mind that for privacy reasons, we cannot share information about another player’s account, even if they are a family member. However, each player can contact us directly using our Support Wizard for help with their own account, even if they are unable to connect to the game.

Before contacting support, please make sure that you have cleared your browser cache and cookies. Also, please make sure that your browser, Flash and Java programs are all running the most up to date versions. Another thing that you can check is to 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 or not.

Please remember that screenshots are extremely helpful to us. If you are not sure of how to take a screenshot, you can Google instructions on how to do this for your PC or mobile device.

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

Also, please try to remember that certain issues may require extensive testing, so patience is always key when dealing with a technical issue. The team wants to get you back to enjoying your game as soon as possible and we work very hard to help everyone as quickly as we can.


Have fun and happy Howrseing!

Kind Regards,
The Howrse Team
cailow
  • Posted messages: 2,393
  • Karma: 10 points
i would like to enter your game . I will follow all your rules.
thank you
gypsysophia
  • Posted messages: 1
  • Karma: 10 points
  • Seniority: 5 days
I logged in today a noticed that I was missing all my 73 passes except 7. I didn't buy anything of make any exchanges. Can someone please help me??? I don't know what happened default smiley :'(
raven72
  • Posted messages: 2
  • Karma: 10 points
  • Seniority: 83 days
I've tried Contact Us in the past. I got the same answer every time, and no one would help me with my issue. Was that a bug as well?
karramii997
  • Posted messages: 36
  • Karma: 10 points
Karramii997 wrote:

I've tried Contact Us in the past. I got the same answer every time, and no one would help me with my issue. Was that a bug as well?

I sent them a message, but they never answered!
expert reborn
  • Posted messages: 1,203
  • Karma: 10 points
  • Seniority: 180 days
Raven72 wrote:

I logged in today a noticed that I was missing all my 73 passes except 7. I didn't buy anything of make any exchanges. Can someone please help me??? I don't know what happened default smiley :'(


Try you pass history. Click your pass reserve. Click the button with three horizontal lines on, at thr top right of that page. Every pass transaction for 30 days is recorded there. If it was before that, you'll have to go to Contact Us. Link at bottom of page. This topic is just info on how to use the Contact system, its not actually it.
ayjay
  • Posted messages: 87,929
  • Karma: 10 points
expert reborn wrote:

I sent them a message, but they never answered


Did you check your registered email? They dont PM you. Also, you need to give them time to get to and investigate your issue.
ayjay
  • Posted messages: 87,929
  • Karma: 10 points
Thank you! I will follow these rules and have fun!
harrypotter
  • Posted messages: 27
  • Karma: 10 points
  • Seniority: 131 days
The mobile version is not working for me today. It was working yesterday, but I am curious if it has to do with the recent upgrades/maintenance. At first I thought maybe it was my wifi connection, but that seems to be working well for everything else, both on my computer and on my phone. It just stays on the initial loading screen and acts like it's loading but doesn't do anything. It started acting up early this morning. Wondering if anyone else is having this issue...?
lykiska141
  • Posted messages: 9
  • Karma: 10 points
lykiska141 wrote:

The mobile version is not working for me today. It was working yesterday, but I am curious if it has to do with the recent upgrades/maintenance. At first I thought maybe it was my wifi connection, but that seems to be working well for everything else, both on my computer and on my phone. It just stays on the initial loading screen and acts like it's loading but doesn't do anything. It started acting up early this morning. Wondering if anyone else is having this issue...?


I am having a similar issue on my pc; my game is loading so slowly it's unplayable. Everything else is fine-just Howrse is having this issue. I wonder if it's the maintenance/upgrades that were just done..anyone else having this issue?
Sunshine0460
sunshine0460
  • Posted messages: 96
  • Karma: 10 points
With the mobile version, try uninstalling then reinstalling the app if you have done all the housekeeping always advised when problems occur.

If nothing works it could be a slow area somewhere between your internet provider server and Howrse's internet provider server. You could always send a support ticket to contact us. This topic isn't actually it.
ayjay
  • Posted messages: 87,929
  • Karma: 10 points
Right after I posted yesterday my game began to load and/or play the way it always has in the past..it was not an issue with my pc or internet, as everything else was working fine. I suspect a transient issue with the Howrse server(s) might have been having some problems, but it seems ok now..if this happens again I'll file a help ticket..

Sunshine0460
sunshine0460
  • Posted messages: 96
  • Karma: 10 points