A Useful Support Case Starts Before You Press Send
IX6 support can work faster when the request identifies the event, account, time and exact point where the expected process stopped.
Different problems require different evidence. A login failure needs device and error details; a roster question needs the event and team record; a match review needs the match ID and permitted evidence. Keeping those cases separate prevents one request from becoming impossible to follow.
Describe one observable problem in the first sentence
State what you tried, what you expected and what appeared instead. Include the approximate time and whether the problem can still be reproduced. Avoid beginning with a long account history when a current error code or event reference can direct the case immediately.
For match incidents, name the round and opponent. For profile issues, identify the affected field without posting passwords, one-time codes or full payment credentials. Support needs enough context to find the record, not sensitive information that should never be shared.
- Event reference or affected feature
- Profile identifier without secret credentials
- Device, app version and network type
- Timestamp, screenshot or permitted recording
Original evidence is easier to review than a decorated screenshot
Keep the full screen when it contains a timestamp, match ID or error code. Cropping may remove the detail that connects the image to the event. If an annotation is necessary, retain the original file and provide the marked copy separately.
Do not upload private information that is unrelated to the case. Identity and payment checks should use the channel identified by the platform, not a public comment, team chat or social account claiming to represent support.
Add new facts to the existing reference
When support provides a case number, use it for later evidence and answers. Opening several cases for the same incident can split the timeline and lead different reviewers to repeat the same checks. A concise follow-up should say what changed since the previous message.
If an event deadline is close, mention the deadline without demanding an outcome that conflicts with the rules. Support may be able to confirm receipt or advise on next steps, while competitive decisions still follow the organiser’s review process.
Questions worth settling early
No. Keep one case and add relevant evidence or deadline information to that reference unless support specifically asks for a new request.
No. Passwords and one-time codes are secret. Legitimate support should not require them in a message.
Use the match ID, event reference, round, time and any recording or screenshot permitted by the event rules.
