# Getting help > The three support channels, how quickly each answers, and how to check for an outage first. Source: https://reverie.im/en/docs/account/getting-help Language: en 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? \[#is-it-broken-for-everyone] The **[status page](https://reverie.im/en/status)** 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 \[#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](https://discord.gg/xJAxtHs7wZ) | | **Email** | *"For account, billing, or anything that needs a paper trail."* | **** | | **In-app feedback** | A threaded conversation attached to your account, replied to in the same thread. | The **Feedback** button in the app | ### Response times \[#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 (****) | Within **24 hours** | | Copyright claims (****) | **3–5 business days** | ## In-app feedback \[#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 \[#pick-a-type] **Feature Request**, **Bug Report**, **Improvement**, **Complaint** or **Other**. ### Describe it \[#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 \[#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](https://reverie.im/en/docs/creators/direct-support). ## Sending it to the right place \[#sending-it-to-the-right-place] | Situation | Route | | --------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------- | | Something is down | Check [/status](https://reverie.im/en/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](https://reverie.im/en/docs/account/reports-and-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](https://reverie.im/en/docs/account/data-privacy) first — deletion forfeits credits and paid time | | Copyright infringement | ****, with the details the [Privacy Policy](https://reverie.im/en/legal/privacy-policy) asks for | ## Related \[#related] * [Reports & appeals](https://reverie.im/en/docs/account/reports-and-appeals) — moderation decisions, in and against your account * [Data & privacy](https://reverie.im/en/docs/account/data-privacy) — deletion requests and data requests * [Notifications](https://reverie.im/en/docs/account/notifications) — where a reply to your feedback shows up * [Chat troubleshooting](https://reverie.im/en/docs/chatting/troubleshooting) — the common chat failures, before you write in