Getting help
The three support channels, how quickly each answers, and how to check for an outage first.
There are three ways to reach the Reverie team, and one page to check before you use any of them.
Is it broken for everyone?
The status page shows the live state of eight components — Website, Chat, AI models, Payments, Voice, Image generation, Uploads & storage, and the Discord & Telegram bots — each reading Operational, Minor issue, Degraded, Outage or Maintenance.
- Active incidents and scheduled maintenance are listed with their stage: Investigating, Identified, Monitoring, Resolved.
- Past incidents and an availability strip cover up to 90 days. Uptime deducts outage time only — degraded and maintenance periods are marked but the service was usable.
- While an incident is open you also get a banner inside the app; an outage banner can't be dismissed until it is resolved. A model with a known problem carries an Issue badge in the model picker.
- The page refreshes itself about once a minute. If it can't load, it says Status is temporarily unavailable rather than claiming everything is fine.
If your problem is on that page, it is already known. Everything else is worth reporting.
The three channels
| Channel | Best for | Where |
|---|---|---|
| Discord community | "Live channels with staff and other users. The quickest way to get unstuck." — the fastest route. | discord.gg/xJAxtHs7wZ |
| "For account, billing, or anything that needs a paper trail." | [email protected] | |
| In-app feedback | A threaded conversation attached to your account, replied to in the same thread. | The Feedback button in the app |
Response times
| Who | Published expectation |
|---|---|
| Subscribers | Within 24 hours |
| Everyone else | Within 3 working days |
| Privacy questions | 24–48 hours |
| GDPR / CCPA requests | Within 30 days |
| Security issues ([email protected]) | Within 24 hours |
| Copyright claims ([email protected]) | 3–5 business days |
In-app feedback
The Feedback button sits in the app's left sidebar, under your credit balance — on mobile, in the tab bar. It is the closest thing Reverie has to a ticket system, and the place a deletion request goes.
Pick a type
Feature Request, Bug Report, Improvement, Complaint or Other.
Describe it
Up to 5,000 characters, with up to 6 images attached. Say what you tried, what happened, and for a bug, your browser, device and roughly when.
Watch the thread
My Feedback lists everything you have sent, each marked Pending, In Progress, Resolved, Won't Fix or Duplicate. Replies land in the same thread, and you can reply back.
A staff reply arrives as a notification in the bell's Important tab and as a push notification if you have push on — most replies are seen there rather than by email.
Settings → Support History is not your ticket history. It is the record of money you have sent to creators — creator, tier, amount, message, status and date, with a total. Your support threads are under My Feedback in the Feedback dialog. See Direct support.
Sending it to the right place
| Situation | Route |
|---|---|
| Something is down | Check /status, then Discord |
| Billing, refunds, a charge you don't recognise | Email, with the order email and date |
| A character, plugin, creator or snapshot breaks the rules | The Report control on that item — see Reports & appeals |
| A moderation decision about your own content | Settings → Reports & Appeals |
| Your account is suspended | The support address shown on the suspension screen |
| You lost your two-factor device | Email — there are no backup codes |
| You want your account deleted | The Feedback dialog. Read Data & privacy first — deletion forfeits credits and paid time |
| Copyright infringement | [email protected], with the details the Privacy Policy asks for |
Related
- Reports & appeals — moderation decisions, in and against your account
- Data & privacy — deletion requests and data requests
- Notifications — where a reply to your feedback shows up
- Chat troubleshooting — the common chat failures, before you write in