New way to contact support

Hey, 

Is it just me or is the new way to contact Support very over-engineered/difficult to use vs. the emailing system?

I don't know if the thing has been sent/read/replied to. Or am I just being dumb?

I am still trying to figure it out.

I think that if you just click "Contact Support" and persist, you may eventually get through the bot gauntlet.

Hi @JosephReidNz I hope you've been doing well!

As my colleague mentioned, we did transfer to another much easier system of communication to be able to help you as fast as possible! Once you reach out to us and give an brief explanation about the specific issue or request, auto-bot will give you different solutions. However, if bot doesn't give you response/links that you were looking for, simply write "Connect to an agent" or something similar and you will be automatically directed to us (Support-Team)!

Help menu does not open, at the moment for me (Online version)

So I guess no support then ?

Nice.

You can always write an email to [email protected] .

OK, I've just tried it again and I think I understand it better now. Hahaha, I hope.

To be clear, the email system isn't going now, or is this just an alternative?

Hey Gavirilo, I am going great, thank you. Hopefully, you are as well.

I have tried it once or twice, and then I wasn't sure if it had sent/received by support. I guess it is just a new thing I have to get used to.

The preference is to use the Help option I believe but emails should work.

Great to have clarification.

I just received this when I tried to email them last night

I thought it was still possible to use that and it does say better and faster if you use the Help option.

Judging by the lack of email back from my original email to support, I'm not sure.

I just can't get my head around the new thing, at least at the moment...

In the puzzle section with the different tiers , what constitutes a streak , eg I’ve done 6 puzzles today 4 correct 2 wrong & given a streak of 19 ! Can’t work out how this is calculated , please help !

Streaks are for getting puzzles completely correct in a row. The number of points you get towards the path increases the higher the streak value. If you miss one, the streak resets.

Thank you for your reply . I must be slow 😵‍💫 . Of the 6 puzzles that gave a streak of 19 , they were +9 , -15 , +5 , -7 , +11 & +5 . Still can’t see what adds up to 19 !!

I assume you're talking about the Puzzle Path feature. In that case, there are two sets of points. You get/lose ratings from solving puzzles.

That is completely separate from the points you get for the path progress. If that string was in order then you had a streak of two puzzles at the end so you would have received a streak bonus towards the path progress.

How much that is depends on where you are along the path. Some levels give higher bonuses and the more consecutive puzzles you get correct will increase the points on each.

Thank you again for your kind reply , yes it indeed the puzzle path feature . I am currently on the Elite tier ( first time around ) & have now completed 25 puzzles today , including a run of 5 consecutive correct ones . The best streak is still showing 19 , as it did after 6 puzzles !! I have indeed progressed towards completing step 4 of this tier , but still am non the wiser as to what this figure of 19 means !!

Ok., you're looking at your Stats page on the app. In the last 7 days you had one day where you got 19 correct. That's your best streak of correct puzzles in that time period. If you switch your time range you'll get different values.

I am not a fan of the current (new) format. Before, when you wanted to watch games of top players, it was simple. Now you have to click on 'Watch', then 'Playing Now', then "individual players' and although some of them say 'Playing' next to their name,... you click on them and many.... are not.

What was wrong with the simplicity of the old way?