# Open a support ticket and ask for a human

Use [Support](https://retrostress.net/support) for account questions and ongoing issues. Sign in to create or follow a ticket. If you cannot sign in, contact [RETROSTRESS support on Telegram](https://t.me/retrostress).

## Write a useful first message

Give the ticket a short, specific subject. Describe what you were trying to do, what you expected, what actually happened, and the exact error text. Include the page, approximate time, and time zone. For a payment issue, use the [payment troubleshooting checklist](https://retrostress.net/docs#payment-problems).

Never include an account access key, API key, wallet seed phrase, private key, authentication cookie, or authorization header. Redact these from screenshots and copied logs too.

## How the assistant helps

When the assistant is enabled, it can explain the published documentation and suggest the next documented step. AI replies are labeled. An explanation is not proof that your account changed or that a payment, refund, or recovery request was approved.

Read the reply and continue in the same ticket if the answer is incomplete. State which part remains unresolved. You do not need to repeat details already in the conversation.

## Ask for human support

Use the human-support option in the support page, or say that you want a human in the ticket. A handoff request joins the support workflow; it is not a promise that someone is already looking at it.

Human review is appropriate for lost account access, payment discrepancies, refund requests, account changes, or an issue the documentation does not answer. If the assistant is unavailable, use the support-ticket form directly.

## Continue an existing conversation

Open the existing ticket to read replies and add new information. A reply to a resolved ticket reopens the conversation. If the ticket is closed, select **Reopen ticket** before adding a reply. An AI answer alone does not establish that your problem is solved.

No response-time guarantee or live incident status is established by this guide. For an unresolved question, keep the discussion in the original ticket so the team can see its history.