Contact channel
Email: [email protected]
Use a clear subject such as “Missing Coins”, “Google Sign-In”, “Game Session”, “Refund Request”, “Privacy Request” or “Security Report”.
What to include
- the email associated with your ZERAVO account;
- the game name and approximate time of the issue;
- the session, order or payment reference if available;
- your browser, device and operating system;
- the exact error message;
- steps that reliably reproduce the problem;
- a screenshot where it adds useful context.
Response targets
We aim to acknowledge payment, missing-Coin and account-access requests within two business days. General gameplay and policy requests are normally acknowledged within three business days.
These are response targets, not guaranteed resolution times. Investigations involving payment providers, security records, game replay data or third-party outages may require additional time.
Google sign-in problems
Before contacting support, confirm that cookies are enabled, the browser is not blocking the Google redirect, and you are signing in with the intended Google account. Include the redirect URL and visible error text, but do not send Google credentials.
Missing Coins or payment issues
If payment succeeded but Coins are missing, do not buy the same package repeatedly. Send the payment reference and account email. We can compare the checkout event, order record and Coin ledger.
If checkout was canceled or declined, no Coin grant should occur. A temporary card authorization may disappear automatically according to your bank’s processing rules.
Game-session problems
For a failed or rejected run, include the session identifier if visible. We may review the active game version, event trace, validator result, Coin debit and refund record.
A technical failure can qualify for a Coin reversal. Poor performance, intentional exit or an unsupported connection normally does not.
Score and leaderboard reviews
Explain why you believe a validated result is wrong. We may check the replay data and scoring version. We cannot manually increase a score simply because the client display differed or the user expected a higher result.
Security reports
Send responsible vulnerability reports to [email protected] with the subject “Security Report”. Include affected URL, impact and safe reproduction steps. Do not access other users’ accounts, download unnecessary data or disrupt the service.
Privacy and account deletion
Use the subject “Privacy Request” or “Account Deletion”. We may need to verify that the request comes from the account holder. Deletion can result in permanent loss of unused Coins, XP, digital items and history, subject to mandatory law and retained transaction records.
Complaints and escalation
If you are dissatisfied with a response, reply to the existing email thread and ask for a review. Do not open repeated duplicate tickets, as this can delay investigation.
You may also use any consumer, privacy, payment or dispute-resolution rights available under applicable law.
Abusive communications
We will help with genuine problems, including frustrating ones. Threats, discrimination, harassment, spam, fabricated evidence or repeated abusive messages may result in communication limits or account action. This does not prevent a legitimate legal or consumer complaint.