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:
- Open our support website: Solitaire Home Story
- Click "Sign in" in the top right corner.
- Choose your login or registration method. (Remember to use the same email you used for your support request.)
- Click your account name in the top right corner.
- 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!