How to submit a help ticket to support in Island Experiment

Sometimes game problems happen and you might need to submit a request for help to the support team. This is referred to as a "ticket". Asking for help is very easy. First, look at the black bar at the bottom of the screen. You should see the words Invite Friends, Official Page, and Get Help, followed by icons for the App Store and the Google Play Store to get the mobile versions. All of these are clickable links. Click on the words Get Help, and a dialogue box will pop up. Inside the box you can choose what sort of issue you're having from the drop down box at the top. You can also send suggestions from this form. Fill out the form with a description of your problem, question or suggestion and include your email. If you are having a game issue that can be visually shown, include a screenshot of your problem by attaching it to the form. If not, leave the attachment box alone. Submit your request, then wait for a reply. You will first get an automated reply from Nexters, letting you know that they received it, and it will usually be 1-2 days before you get a personal reply from a Support team member. Do not send additional tickets on the same issue before receiving your reply from them.




Please remember that Nexters is a Russian company, and they have to have people translate the issues. Sometimes they do not understand what people have submitted to them, but usually they do a good job. (In English at least... I can't speak for Support in other languages.) You may find it necessary to continue speaking with them via the email exchange once they have replied to you in order to further explain your issue.

Some people, for some reason, do not have the Get Help button at the bottom of their game screen. Others may have it but the form does not pop up. If that is the case, then you can go HERE and submit a ticket through their website.

MOBILE PLAYERS:  Click the gear wheel in the bottom left corner of your game screen. Below the sliders for setting sound levels is a help button. Click that and follow the screen provided.