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The support flow in the bot, with the four common reasons listed and a path to a person. Send /support in any Ace Up bot, or open More → How it works and support. You are shown the four things that actually go wrong, with the answer to each. If none of them is your problem, the same flow puts you through to a person.

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What to include

The more of this you give first, the faster it goes:

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Response times

Approvals and reviews are normally handled within a couple of hours. Wrong-network recovery takes days, not minutes, because a person moves the funds by hand. You will be told when it is done.

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What support can do

  • Recover a wrong-network deposit, where it is recoverable
  • Approve a withdrawal that is over the daily automatic limit
  • Investigate a round that does not verify
  • Set up an exclusion longer than 90 days
  • Reopen a closed venue, as a conversation

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What support cannot do

Support cannot shorten or lift a self-exclusion. There is no function anywhere in Ace Up that does it. Asking will not work, and a support agent saying otherwise would be someone who is not from Ace Up.
Nor can support:
  • Reverse a withdrawal that has been sent on chain
  • Recover a withdrawal sent to an address you do not control
  • Change the outcome of a round, or adjust a balance to compensate for one
  • Tell you another player’s balance or activity

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Ace Up will never

  • Ask for your seed phrase or private key. Not for support, not for recovery, not ever.
  • Ask you to send funds to “verify”, “unlock” or “release” a balance.
  • Message you first asking for money.
  • Ask for your bot token anywhere except the official venue flow in @Aceupgamebot.
If someone does any of those, they are not Ace Up. Report it and block them.

Security and privacy

What Ace Up stores, and what it never asks for.