Get help

When something gets you stuck, you open a ticket from the dashboard. We email you as soon as it lands and again when we reply; the whole conversation stays in your account.

Before you write

Support has two shortcuts that sometimes save you the ticket: the link to these docs and the link to the status page. If something is down on our side, you’ll see it there before you type it out.

And if it’s a setup question, ask it in the community: there are people streaming with the same setup as you. It runs in English.

Opening a ticket

1. Go to Support.
2. Hit New ticket.
3. Fill in the Subject, pick the Category — Technical, Billing, Account or Other — and describe the problem in Message.
4. Hit Send ticket. You’ll see the Ticket sent. We’ll reply by email notice.

What to tell us

Your plan, the encoder you use, the exact message you see and roughly what time it happened. That solves most cases on the first reply.

Don’t paste your key

We never need your stream key, a URL with the key inside, passwords or card details to understand what’s happening to you. Give us the name of the key or the server: that’s enough to find it. Your key doesn’t go in a public community channel either: a screenshot with it showing gives it away just the same.

If you can’t get into the dashboard, write to support@enhancedirl.com from your account’s email address.

What happens next

• The moment it’s in, you get an acknowledgement email with the subject of your request and a link to the ticket: you know it arrived. We’ll get back to you as soon as we can.
• When we reply, you get another email quoting our answer and a direct link to the thread, plus the notification in the dashboard bell. If the reply is long, the email trims it and you read it in full in the dashboard.
• These are service emails, so they can’t be turned off. → Data and privacy

Where the conversation lives

In Support → My tickets. Hit the ticket and you get the whole thread: your message, our replies — labelled Support — and the status.

Status	What it means
Open	It’s in our queue or we’re looking at it
Resolved	We consider it closed

To carry on, write in the reply box and hit Send reply. If the ticket was Resolved, your reply opens it again: no need to start another one.

We don’t email you when a ticket is resolved or reopened, but the notification shows up in the dashboard bell and you see it on the ticket status.

If you answer the email instead of the dashboard

Your reply reaches our inbox and doesn’t get lost, but it is not added to the ticket thread: you won’t see it in the dashboard and it won’t sit with the rest of the conversation. To keep everything in one place, reply from Support.

Ticket, feedback or community

A ticket is for something blocking you or something that doesn’t add up: you can’t stream, a strange charge, your account. Ideas, improvements and bugs that can wait go to the feedback channel, which is a different thing and is tracked separately. → Feedback and bugs

Then there is the community: enhancedirl.com/discord, on Discord and in English. You’ll find the rules, a getting-started guide, help between users, feedback and bugs, what we ship and general IRL streaming chat. Whoever is around answers there, us included, but nothing is tracked: nobody owns your case. A ticket is tracked — it reaches you by email, it stays in your account and it lets us look at your setup. So your account, your charges and anything we need to verify go through one: on Discord we can’t check who you are.

Next step

• Messages and notices: what each notice means before you ask.
• Feedback and bugs: where the non-urgent stuff goes.