Getting human support

When to ask for a person

Ask for human support for refunds, duplicate or unauthorized charges, account lockouts, moderation decisions, privacy requests, account deletion, creator payout problems, or any question the assistant cannot answer from a verified help article.

Any reader or creator — signed in or not — can search those published help articles before sending a support message: the Mystrix website has a help center at /help with that search, and the Creator website has one on its support page. In the Android reader app, typing at least three characters in the support composer shows matching article excerpts after a short delay; the draft remains in the composer and is not sent by the search, and a tap opens the article itself. These suggestions come only from the public user-help library, never Mystrix engineering or operator documentation. Native searches and cited articles stay within the current reader or Creator app context, so mobile-only instructions are available without mixing reader guidance into Creator results. The reviewed help articles themselves are currently in English. Search shows a notice in your interface language before the English excerpts, and common sign-in, refund, and human-support questions can be searched in every supported interface language. If a query does not match a reviewed topic, search returns no article instead of offering unrelated English sections.

Use the human-support action in the support conversation. It is labelled “Talk to a human” on the website and “Ask for a person” in the mobile app. Explain the problem, identify the affected story, session, statement, or payment when applicable, and include the exact error message. Do not send passwords, full payment-card numbers, authentication tokens, private keys, or one-time verification codes.

After escalation, keep using the same conversation so the support team can see its history. The automated assistant stops replying while a person owns the conversation.

While a Mystrix website page remains open, the support button checks the current conversation for team replies about every 30 seconds. A number badge appears for unread replies from a person; opening the support panel marks the newest visible person reply read for that conversation in the current browser. This is an in-page indicator, not a promise of email, push, or background delivery after the page is closed.