← Asterune Help

General

Contacting support

Last updated

If you can't find the answer in our help articles, we're here to help. This page explains how to reach us, how to get a faster resolution, and what our support team can and can't do.

Where to get help

  • General support — for account, billing, technical, and most other questions, contact Solarius support. This is the main channel for help with Asterune
  • Urgent safety concerns — for threats, danger to a person, content involving minors, or other serious safety issues, email our safety team at safety@solarius.me. For real-world emergencies, contact your local authorities first — see Reporting
  • Privacy and data requests — for questions about your personal data or to exercise your data rights, email privacy@solarius.me. See our Privacy Policy
  • Reporting rule-breaking — to report a user, message, or content, use the in-product report tools rather than emailing. See Reporting
  • Appeals — to appeal a moderation action, follow the steps in our Community Guidelines

Help yourself first

Many questions are answered faster by our help articles than by waiting for a reply. A few quick links:

What to include in your message

The more we know up front, the faster we can help. When you contact support, please include:

  • The email address on your account (contacting us from it helps us verify ownership)
  • Your username, if you have one
  • A clear description of the problem and what you've already tried
  • Relevant details — for a billing issue, the approximate date and amount; for a technical issue, your operating system and what happens
  • Screenshots, where they help

Please never share your password, two-factor codes, recovery codes, or full card numbers — we will never ask for these, and anyone who does is not us. See Scams and phishing.

What support can and can't do

Our team can help with account access, billing, technical issues, policy questions, and much more. There are a few things we're limited on:

  • We can't share moderation actions taken against other users. If you report someone, we'll tell you the report was reviewed, but not the specific outcome on their account, for privacy reasons
  • We can't reverse moderation decisions on request — those go through the appeals process
  • We're not a substitute for emergency services. For immediate real-world danger, contact local authorities — see Reporting
  • Individual games are made by creators. For bugs specific to a game, the game's developer may also be able to help; we handle platform-level issues

Response times

We work through requests as quickly as we can. Times vary with volume, and urgent safety matters are prioritised. Submitting the same request multiple times doesn't speed it up — if you have new information to add, reply to your existing request rather than opening a new one.

Getting help

Ready to reach out? Contact us at Solarius support.