Support doesn't reply!

Haven’t heard back from our support team yet?

Don’t worry! Our team works through requests in the order they’re received, so they probably just haven’t gotten to yours yet.

When can I expect a reply?

Usually, you'll hear back within 2 working days. Just a heads-up: our team works during German office hours and isn’t available on weekends or holidays.

Will sending more emails help me get a faster reply?

Actually, sending multiple emails could slow things down. If you have extra info to add, please just reply to your original email thread - that’ll help us assist you faster!

Is it taking longer than expected?

If it feels like you’ve been waiting a while, check your spam or junk folder first. Still no luck? You can always check the status of your ticket on our support website. Just follow these steps:

1. Open our support website: Solitaire Home Story 
2. Click "Sign in" in the top right corner.
3. Choose your login or registration method. (Remember to use the same email you used for your support request.)
4. Click your account name in the top right corner.
5. Select "Requests" from the dropdown menu.

You’ll see a list of all your support tickets. Just click on the subject to view the full conversation. If you need to add something, you can message us directly from there!