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
Crystylcaila
  • Posted messages: 2,473
  • Karma: 10 points
@kin55

For Classical: If you hover over the picture of the horse with your mouse, you should see some small icons at the bottom of the picture such as a Golden Apple, Helios Ray, and an Apollo’s Lyre. Click the Apollo’s Lure icon and if should give you option the customize the name. If it takes to you to the purchasing page, I’m not sure how I can help.

Good luck!
TopazFox
  • Posted messages: 1,552
  • Karma: 10 points
In the daily announcements on the home page, does everyone get the links on the US server? They always take me to us.howrse.com, and it asks me to sign in, since I'm on the international server. It makes it frustrating and harder to follow what they're talking about.
cathyisawesome0
  • Posted messages: 19
  • Karma: 10 points
I got logged out of my account for no reason and when I tried to log in it said my email was not associated with my account, so I created a new one in order to contact the howrse team, they still haven’t done anything about it, that was three months ago. I also checked to see if I could find my account in the directories and it said that my account didn’t exist. So it got deleted or stolen for no reason.
silver dragon 83
  • Posted messages: 32
  • Karma: 10 points
Hi I won a horse in the auction and the money has gone but the horse hasnt appeared? When will it come?
lizziholland
  • Posted messages: 1
  • Karma: 10 points
  • Seniority: 11 days
lizziholland wrote:

Hi I won a horse in the auction and the money has gone but the horse hasnt appeared? When will it come?


It takes a few minutes for the horse to be transferred once the auction has ended.
funnyone
  • Posted messages: 90,981
  • Karma: 10 points
why do we hav 2 write in "proper English", anyone?
default smiley (d)default smiley :)
Lorettaaaaaaa
  • Posted messages: 3
  • Karma: 10 points
  • Seniority: 2 days
Because l33t speak and text abbreviations are unprofessional and, unless you know someone, border line rude. They are also imprecise, confusing, occasionally difficult to understand and open to interpretation.

Also, if you're dealing with some who's first language isn't english it is impossible to interpret (I would assume that languages such as French and Spanish etc. have versions of this and they are also impossible to interpret into english).

I apologise if this comes off as rude, snarky or old fashioned but I deal in a LOT of written correspondence and have had these difficulties first hand. Language matters.
miketg
  • Posted messages: 679
  • Karma: 10 points
miketg wrote:

Because l33t speak and text abbreviations are unprofessional and, unless you know someone, border line rude. They are also imprecise, confusing, occasionally difficult to understand and open to interpretation.

Also, if you're dealing with some who's first language isn't english it is impossible to interpret (I would assume that languages such as French and Spanish etc. have versions of this and they are also impossible to interpret into english).

I apologise if this comes off as rude, snarky or old fashioned but I deal in a LOT of written correspondence and have had these difficulties first hand. Language matters.



Ah, traditionalism in language. I don't know if this two-message exchange is apropos a previous comment that's no longer available, so I'll only say as much as may be applicable.

Broadly, then - I agree that standardised language is easier to understand, and helpful in streamlining formal correspondence.

However, 'imprecise, confusing, occasionally difficult to understand and open to interpretation' applies to all languages (and so it should!). Like any other language, text speak and 'internet grammar' operate by a set of conventions founded in shared culture, in this case an intersecting internet experience. In the context of an international online community, they're hardly inappropriate.

Perhaps you're calling it 'unprofessional' in reference to sending Howrse support requests. Then again, players aren't being paid for this game, so professionalism is non-applicable.

I'm not sure that the confusion between languages is all that severe, though perhaps you're drawing on personal experience. People can communicate things imprecisely in their non-native tongue regardless of register: words can be mistaken for cognates; grammar can be misremembered. You're right that other languages have their own rules for online grammar, but people don't tend to deliberately code-switch out of an established context. I've never tried to 'translate' text speak to a different language with people who don't already speak both, nor have I come across anyone who does. It would be so bizarre that I can't imagine it's much of a danger.

I hope you'll forgive me chiming in to this extent - language matters to me, too. Language has been evolving for about as long as people have been trying to stop exactly that, lamenting its impurity and the decline in standards. It particularly matters to me that as language evolves, those who are part of that evolution aren't met with such disapproval. To touch lightly on the topic of language and power, let's not 'gatekeep' language. I take a huge amount of personal pleasure in 'correct' language use, and I'm also annoyed when others don't keep to it, especially in formal correspondence. BUT! They should most certainly be allowed to.
SnowOfNovember
  • Posted messages: 321
  • Karma: 10 points
i had 105 passes. purchased a horn of plenty and it glitched, the page didn't load properly, (just a blank page). the pass purchase went through, but the actual HOP from 01-24 @ 05:16 didn't load properly, and my item history reflects this. i have sent screenshot proof of this occurrence, to get;
Click to display

Hello Fawnie,Thank you for your message.

We’ve taken a look and see that you received the following items from your both Horn of Plenty’s.

The Horn of Plenty opened on 2021-01-24 03:30:03 gave:
3,000 equus
1 x 1* Western Saddle
250 x Fodder
2 x Carrot
2 x Aging point


this is *not* the HoP in the screenshots, I provided four, one each of pass history showing the purchase of HoP at 01-24 @ 05:16, item history showing no items received in the time when& after the purchase was made, and my temporarily frozen pass reserve that was stuck at 105 yet saying only had 5 passes left, and a closeup of the HoP purchase and timestamp.

The Screenshots are in my forum, and i would like to know if i simply screenshotted them poorly??? i would like to help resolve this asap. default smiley (l)
no hard feelings in this message, just a little bummed out and wanting advice on how to "help you help me" if possible?
Fawnie
  • Posted messages: 32
  • Karma: 10 points