Tell Support which account the request is about, what happened, and when. A clear first message saves a round of back-and-forth, and the request form for your issue may ask for some of these details directly.
What should every request include?
The username of the account the problem is on. If you're writing from a different account, say so.
What you were trying to do and what happened instead.
Roughly when it happened, and whether it still happens.
A screenshot or short screen recording, if you have one.
What helps with a technical problem?
Your device model and operating system (for example, an iPhone running iOS 17, or a Windows PC).
Your app version. You'll find it at the bottom of Settings, starting with "Version".
Any error message or code exactly as it appears. Connection error screens include a code, so a screenshot of the whole message is best.
Whether you're on Wi-Fi or mobile data.
What helps with a purchase problem?
Where you paid: the App Store, Google Play, the Highrise web shop, or Steam.
The name of the pack or offer and the date of purchase.
The transaction ID from your store's purchase history, and a screenshot of the receipt.
What helps with an account problem?
Choose Account Recovery Form or Hacked Account Report in Support Center and answer every question in the form. The more details only the owner would know, the better. See How do I contact Highrise Support?
What should I never send?
Never send your password, a verification or login code, or a full card number. Support will never ask for them, so treat anyone who does as a scammer.
Should I send the same request again to get a faster answer?
No. Keep one request per problem and add new details there. Extra copies of the same request can be closed as duplicates. See How do I check on or follow up on a support request?