> ## Documentation Index
> Fetch the complete documentation index at: https://aceup.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> How to reach a person, and what to tell them.

![The support flow in the bot, with the four common reasons listed and a path to a person.](https://mintcdn.com/aceup/9Or0tHJTM0oGeA8-/images/screens/support.webp?fit=max\&auto=format\&n=9Or0tHJTM0oGeA8-\&q=85\&s=3554d4a5ec8c474ed62992de20b5c4f8)

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.

## What to include

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

| Problem | Tell us |
| - | - |
| Deposit not credited | The **network** and the **transaction hash** |
| Sent on the wrong network | The **network** and the **transaction hash** |
| Withdrawal not landed | The **withdrawal ID** from your wallet |
| A round looks wrong | The **round ID** |
| Anything about a venue's payouts | The **week key**, like `2026-W37` |

## 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.

## 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

## What support cannot do

> [!WARNING]
>
> **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

## 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](https://aceup.mintlify.site/owners/create-your-bot.md) in @Aceupgamebot.

If someone does any of those, they are not Ace Up. Report it and block them.

> [card] [Security and privacy](https://aceup.mintlify.site/help/security.md)
>
> What Ace Up stores, and what it never asks for.


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