Contacting Support

Introduction

The iSoccer Support Centre is designed to help users receive assistance with technical issues, account questions, subscriptions, team management, rewards, and general platform usage.

Whenever possible, users should first review the Help Centre and Frequently Asked Questions, as many common questions can be resolved immediately.

If additional assistance is required, a support ticket can be created directly within iSoccer.

When Should I Contact Support?

You may wish to contact Support for assistance with:

• Account access issues
• Login problems
• Subscription questions
• Billing concerns
• Team management issues
• Rewards and voucher questions
• Technical problems
• Feature requests
• General enquiries

Support is available for both individual and team users.

Creating a Support Ticket

To create a support ticket:

1. Go to the Support page in the My Ticket menu.
2. Select Create Ticket.
3. Enter a clear subject.
4. Select the most appropriate category.
5. Describe the issue in detail.
6. Submit the ticket.

Providing accurate information helps the support team investigate and resolve issues more efficiently.

Writing a Good Support Request

A good support request should include:

• A clear description of the problem
• What you expected to happen
• What actually happened
• Any error messages displayed
• Steps that reproduce the issue

Examples:

Good Example

I attempted to redeem a voucher worth $10 but received an invalid voucher message during checkout.

Better Example

I redeemed 1,000 reward points and received voucher code ABC123.

When I attempted to apply the voucher during subscription renewal on 15 June, the system displayed "Voucher Invalid".

I am using the same account that generated the voucher.

The more detail provided, the easier it is for Support to assist.

Ticket Statuses

Support tickets may move through several stages.

Open

The ticket has been received and is awaiting review.

In Progress

The issue is being investigated.

Waiting for User

Additional information is required from the user.

Resolved

The issue has been resolved or answered.

Replying to a Ticket

Support tickets remain available after submission.

Users can:

• Review ticket history
• Add additional information
• Respond to support requests
• Track progress

Keeping all communication within the same ticket helps maintain a complete support record.

Response Times

Response times may vary depending on:

• Ticket complexity
• Current support volume
• Technical investigation requirements
• Business hours

Some issues can be resolved quickly, while others may require additional investigation.

Feature Requests

Users are encouraged to submit suggestions for future improvements.

Feature requests help the iSoccer team understand:

• User priorities
• Desired enhancements
• Workflow improvements
• New training ideas

Not all requests can be implemented immediately, but all feedback is valuable.

Before Contacting Support

Before creating a ticket, consider:

• Reviewing the Help Centre
• Checking the FAQ section
• Reviewing subscription information
• Confirming account settings

Many common questions can be resolved immediately using existing documentation.

Common Questions

Can I update a ticket after submitting it?

Yes.

You can reply to existing tickets and provide additional information.

Can I create multiple tickets?

Yes.

However, related issues are usually easier to manage when kept within a single support conversation.

Can Team Owners create support tickets?

Yes.

Both Team Owners and Team Members can create support tickets.

Best Practices

To receive faster assistance:

• Use clear subjects.
• Provide detailed information.
• Include relevant screenshots when available.
• Respond promptly when additional information is requested.
• Avoid creating duplicate tickets for the same issue.

Next Step

If your question relates to account settings, password changes, privacy, or security, continue to:

Account and Security