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.

<b>The following are some guidelines that will help streamline your support experience:</b>

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.


<b>Categories:</b>

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.

<b>Tips:</b>

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!<img src=http://all.static.owlient.eu.s3.amazonaws.com/media/user/97ecb0a3f19a8c120d480cfaece322a5.png ALIGN=“right” style="width:120px; height:120px"/>

Kind Regards,
The Howrse Team
Cailow
  • Posted messages: 2,473
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By Retired breeder, 2nd June 2019 16:29:39
1
i would like to enter your game . I will follow all your rules.
thank you
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
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  • 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
  • Seniority: 54 days
By Retired breeder, 11th August 2019 06:43:49
2
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!
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: 89,185
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Retired breeder 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: 89,185
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Thank you! I will follow these rules and have fun!
Harrypotter
  • Posted messages: 36
  • Karma: 10 points
  • Seniority: 159 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: 10
  • 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
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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: 89,185
  • 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: 101
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I feel like this is the best place to share my experience and maybe get some similar experiences in return, but does anyone else feel that Howrse Support can come off as rude?

My situation was pretty close to what Cailow describes in the forum heading, I was putting a Helio;s Ray on one of my mares, my screen went white (like it was loading or something) and after a few seconds of a white screen I clicked the refresh button. After that, my horses history showed that I she had had three Helio's Rays applied to her! I feel that it is rather obvious that I would not pay equus (piggy bank promotion) to apply the same Helio's Ray background to my one horse three times.

Anyways, I submitted a request and, yes they got back to me in what I would consider a timely manner. And yes, they resolved it by reimbursing the amount of equus (since they have become rather difficult to obtain).

However, the response was quick to note that there was no bug (great! I didn't really think it was a bug) and eventually the team member acknowledge that mistakes occur. But they also stated some information that was clearly incorrect and seemed to put a great deal of blame on me, which, as someone in the customer service industry is a major no-no, even when the customer is indeed wrong.

Anyways, the response stated that, "They were purchased with a significant amount of time between each," which is not true because according to my financial history reported by the site itself, transaction #1 occurred at 14:52, transaction #2 at 14:52 and transaction #3 at 14:56. I cannot explain the time gap between #2 and #3 but, as I'm sorry many people do, I play Howrse while typically watching t.v. so it could have simply been when I noticed the white screen taking too long to load.

I don't know if I'm being too sensitive, but I have had some negative experiences with the Howrse support team and this one also left a bad taste in my mouth.

I am curious if any other players have received customer service that seemed lacking as well.
Korin Ollivierre
  • Posted messages: 4
  • Karma: 10 points
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 :'(
n can anyone acsess your account? they couldve s[ent ur passes
horsegirl2549
  • Posted messages: 9
  • Karma: 10 points
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horsegirl2549
  • Posted messages: 9
  • Karma: 10 points
It probably isnt necessary to reply to comments posted almost a year ago.

And it definitely isnt necessary to just post nonsense.
funnyone
  • Posted messages: 90,848
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With the new event, sometimes when i get to choose a space (because ther is two different routes) it comes up with 'an internal error has occurred' but it still moves me.
Light Breeze
  • Posted messages: 1,956
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light breeze this isn't contact us this is just an info topic that should have been locked up ages ago. If you want help with a 'technical issue' you need to click on the link at the bottom of the page that says contact us and send them a ticket.
Ayjay
  • Posted messages: 89,185
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Oh my gosh! Double time !!! Just got a Divine with HOP. Very new to the game, please tell me how to use and keep this divine for the best advantage.
Picante
  • Posted messages: 132
  • Karma: 10 points
censurer This message has been censored since it does not follow the forum rules.
I sent a message over four days ago and havn't heard anything or nothing has changed on my account. default smiley :@
mistyrock
  • Posted messages: 483
  • Karma: 10 points
@KorinOllivierre, YES! I have sent them screen capture with proof we things not being properly counted during events and being told that everything had been counted properly. I once bought passes from a +100 UFO, was not given the extra 200 passes, and was told that no such UFO had existed. They are unfailingly polite, but they are absolutely the worst. How can you say nothing went won't when I sent proof? I despise dealing with them. I suppose this message will get censored, but whatever. If more people could share certain problems, maybe things would actually get fixed.
Emerald01
  • Posted messages: 295
  • Karma: 10 points