Contact Highrise Support in the app: open the menu (the three-line icon) and tap Support Center. Support Center links your request to the account you're signed in to.
Where is Support Center in the app?
Open the menu (the three-line icon) and tap Support Center, or open Settings and tap Support Center in the Help section.
On the Steam version, Support Center opens the Help Center website in your web browser, where you aren't signed in. To reach Support Center with your account, sign in at https://highrise.game/issues and tap Report an issue. Or use the chat button on the Help Center, as described below.
Can I contact Support from the website?
Yes. On the Help Center website (https://support.highrise.game, also reachable at https://highrise.game/support), tap the chat button in the corner of the page. You aren't signed in there, so you'll be asked for an email address where replies can reach you. Include your Highrise username in your request. The website offers fewer request types than the app: Account Recovery Form and Bug Report only appear when you're signed in.
If you're signed in on the Highrise website, the Report an issue button at https://highrise.game/issues opens Support Center with your account, the same as in the app.
Which option should I pick?
Pick the request type that matches your problem so it reaches the right team:
Hacked Account Report: someone else got into your account.
Account Recovery Form: you can't sign in, reset your password, or get past Safety Lock.
Ban / Mute / Warn Appeal: you think an account action was a mistake.
Age Verification Request: your verification link expired or verification failed.
Player Report: a serious safety issue, such as a risk to a minor, severe sexual content, extreme hate speech, or self-harm. For everyday rule-breaking, report the player in the app.
Bug Report: something in the app isn't working.
Purchase / Billing Issues: a purchase failed, is missing, or went wrong.
For anything else, send a message instead.
Who answers my message?
Our AI agent replies first. It answers questions from this Help Center and gathers the details the team needs. Decisions about your account, such as appeals, account recovery, and purchase or item fixes, are made by people on the Support team.
If the AI agent can't solve your problem, it passes the conversation to the team. You can also ask it for a person at any time, and safety issues go to the team right away.
Is this a live chat?
No. Support works like a ticket service, and some requests take several days. You can close the app: replies show up in Support Center. See How do I check on or follow up on a support request?
I can't sign in or can't open Support Center. How do I reach Support?
Sign in with another Highrise account, or create a new one, then open Support Center and choose Account Recovery Form or Hacked Account Report. Give the username of the account you're trying to get back.
If your account is suspended or banned, don't make a new account to contact us. See How do I appeal a ban, suspension, mute, or warning?
If you can't use Support Center at all, use the chat button on the Help Center website, or email [email protected], ideally from the email address on your Highrise account. Either way, include your username.
What should I include?
See What should I include in a support request? Never send your password, verification codes, or full card numbers. Support will never ask for them.