Make the Most of your Howrse Support Experience
HellOw Everyone, As you all know when it comes to technology, bugs do occur. In order to help make the team aware of any issues, you may need to file a support request from time to time. You can file a support request by clicking the Contact Us link found at the bottom of every page. Here is how to Contact Us while playing on the Howrse app: Click to display Tap the person silhouette in the top right corner, then choose "Contact Us".  The following are some guidelines that will help streamline your support experience: When creating your ticket, please be sure to include a detailed description of the problem you are experiencing. Simply putting something like “My horse is broken, fix it.” is not going to help our technical team determine the issue at hand. Instead, try something like: “I used a Golden Apple on my horse Rowan today. Instead of taking one GA from my inventory, it took two”. Then provide a link to your horse’s public page. This provides the team with enough information to begin checking on the issue. Here is how you can get your horses public link: Click to display You can get your horse's link by clicking on the chain link icon while hovering over your horse.  If you are playing on the Howrse app, you’ll need to switch to the Classic Version, go to your horse, then click the chain link icon. When you use the Contact Us option, your username and server should automatically be sent with your request. If you are unable to contact us from the Contact Us option, it is extremely important that you make sure to include your in-game username and select the correct server that you play on. If you cannot sign into your account while creating your request, follow these steps to find the server that you play on: Click to display Providing the server you play on allows the team to locate your account quickly and get started on any bug testing that needs to occur. There are 5 English servers: - International server (Globe icon - howrse.com) - United States server (USA flag - us.howrse.com) - Canada server (Canada flag - ca.howrse.com) - United Kingdom server (UK flag - howrse.co.uk) - Australia server (AU flag - au.howrse.com) Classic Version: At the top of the page on the profile silhouette button, the Globe or country flag will be displayed. Mobile Version: You’ll only be able to find which server you are on when logged out of your account. On the login screen, you will see the Globe or country flag in the top right hand corner. Categories:Selecting the correct category for your request can also help us to assist you better. For example, if you are unable to log into the game due to a forgotten password issue, you would choose that category for your ticket. You will then be prompted to provide some account information before the team can issue you a temporary password. Tips:Please keep in mind that for privacy reasons, we cannot share information about another player’s account, even if they are a family member. However, each player can contact us directly using our Support Wizard for help with their own account, even if they are unable to connect to the game. Before contacting support, please make sure that you have cleared your browser cache and cookies. Also, please make sure that your browser is running the most up to date version. Here is how you can clear your browser cache, cookies, and check if your browser is up-to-date:Click to display Mozilla Firefox: Click here for steps on how to clear your cache and cookies in Firefox Click here for steps on how to update Firefox Google Chrome & Chrome OS: Click here for steps on how to clear your cache and cookies in Chrome Click here for steps on how to update Chrome Safari: Click here for steps on how to clear your cache and cookies in Safari Click here for steps on how to update Safari Microsoft Edge: Click here for steps on how to clear your cache and cookies in Edge Click here for steps on how to update Edge Another thing that you can check is to try a different browser than the one you normally use. This can help the team determine if the issue is related to a specific browser or not. Please remember that screenshots are extremely helpful to us. If you are not sure of how to take a screenshot, here are some helpful guides on how to take screenshots:Click to display Click on the type of device you are using to get official steps on how to take a screenshot: Microsoft Windows devices Apple Macintosh devices Google Android devices Apple iPhone devices Apple iPad devices Google Chrome OS devices Linux Ubuntu devices Please do not file multiple tickets for the same issue. Keep your replies confined to one ticket so that it is easier for the support team to track your responses.Also, please try to remember that certain issues may require extensive testing, so patience is always key when dealing with a technical issue. The team wants to get you back to enjoying your game as soon as possible and we work very hard to help everyone as quickly as we can. Have fun and happy Howrsing! Kind Regards, The Howrse Team |
By Retired breeder, 13th August 2021 16:58:42
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I can't but The horse you revered for me, I only have 1 pass Can you sell a horse for 5,000, Please
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I can't but The horse you revered for me, I only have 1 pass Can you sell a horse for 5,000, Please If this is about the Wild horse that Howrse put in Reserved Sales for every player, they will not change the price. The Wilds are always priced that high. If you want to send feedback about the cost, you can use Contact Us in the bottom corner of every page of the site.  
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I reached out to your team regarding a bug in the system when I applied a Zues' Lightning Bolt to one of my unicorns. I only put one bolt on the unicorn in question, and it remained a stallion instead of changing to a mare.
After reaching out and explaining the situation, I was told I had applied two on the same day. This response came within a couple of minutes of me reporting the issue. However, their response was incorrect, as I had my inventory history to prove otherwise. I then responded to the team, with proof of my item history showing that I had only applied one bolt. It has been almost 12 hours since I responded, and no response from Howrse. I am not one to beg and plead, but I spent passes to purchase that lighting bolt, and somehow I end up with it not taking effect? I am highly frustrated, and would like an answer from howrse, at least explaining why the bug occurred and how they will remedy the situation.
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I reached out to your team regarding a bug in the system when I applied a Zues' Lightning Bolt to one of my unicorns. I only put one bolt on the unicorn in question, and it remained a stallion instead of changing to a mare. After reaching out and explaining the situation, I was told I had applied two on the same day. This response came within a couple of minutes of me reporting the issue. However, their response was incorrect, as I had my inventory history to prove otherwise. I then responded to the team, with proof of my item history showing that I had only applied one bolt. It has been almost 12 hours since I responded, and no response from Howrse. I am not one to beg and plead, but I spent passes to purchase that lighting bolt, and somehow I end up with it not taking effect? I am highly frustrated, and would like an answer from howrse, at least explaining why the bug occurred and how they will remedy the situation. Sorry to hear this. Please rest assured that the team is looking into and working on your request. If you're still waiting for an answer, please do not hesitate to update your request.
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I’m not sure If I’m saying this on the right thing but I cannot for the life of me figure out how to create an equestrian centre I completed the objective and unlocked the breeding centre thing but it glitched and didn’t show me how
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EchOw, the request has been resolved, and I thank you for that. However, it took much more effort on my part than it should for any of your loyal players and valuable customers. I came forward with an issue, which was dismissed as though I had made a mistake, when in fact I know I hadn't. Some sort of glitch or bug caused the issue. Instead of considering something to that affect had happened, I was blamed for the problem and told nothing would happen. When I supported this with evidence, the issue was dismissed again. Both times, their information was incorrect and put me at the point of blame for the issue. I expected a lot more from Howrse in terms of customer service and player support.
In the end my issue was resolved, and again, I thank you for that.
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I’m not sure If I’m saying this on the right thing but I cannot for the life of me figure out how to create an equestrian centre I completed the objective and unlocked the breeding centre thing but it glitched and didn’t show me how wrong thing, sorry. Try starting a topic in this forum. Its not a glitch, very very few things actually are. If you are on mobile or the app (same thing I suppose), you can't open your EC. You have to change to classical version (there is a link, click on the silhouette at the top right and scroll down the menu. Also, using a tablet or laptop is a lot easier and you have access to more things. There are some beginner objectives you can't do on the app for example.
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I'm not sure if this belongs here but I don't use the app on my phone but the desktop version (because of wider access and stylistic choices) but whenever a UFO appears it takes a long time for me to be able to catch it. It seems to have a delayed reaction to me pressing, even though I do hit the UFO. It works after a lot of patience and the UFO always floats smoothly, so it's not a matter of the UFO having passed when I click and me not noticing.
It works on the app and on the laptop, just the desktop version on the phone has a delayed acceptance of touches (and therefore more difficult time) when it comes to catching UFOs (:
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I'm not sure if this belongs here but I don't use the app on my phone but the desktop version (because of wider access and stylistic choices) but whenever a UFO appears it takes a long time for me to be able to catch it. It seems to have a delayed reaction to me pressing, even though I do hit the UFO. It works after a lot of patience and the UFO always floats smoothly, so it's not a matter of the UFO having passed when I click and me not noticing. It works on the app and on the laptop, just the desktop version on the phone has a delayed acceptance of touches (and therefore more difficult time) when it comes to catching UFOs (: Generally on phone I find freezing the screen for a moment by double-tapping the app as if to zoom in, then tapping the UFO quickly while the screen pauses is effective, if your phone has that type of feature. But otherwise, at least from my experience, this seems to be normal and just an unfortunate side effect of playing classical version on mobile devices.
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I'm finding the game being slow again between 7 and 7:30 pm Pacific time tonight. Repeated spinning monkey when trying to feed, give a carrot, a drink, or groom. "Waiting for howrse.com" message repeatedly when trying to enter competitions. Comp screens taking up to a minute to load.
This is just like the long-term problem we had a year ago that took over six months to get resolved. I'm guessing admin is expecting more problems because of the pm they sent out after the update today. <but I hope that I am wrong because if that issue rears its ugly head again, MORE long-term players are going to leave if it is not resolved >
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Hello,
I'm hoping a small thing can be added but if is too much no big deal. I would like to be able to see how much a stallion makes on covering fees. Earnings as far as I know only reflect competitions. Thanks!
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By Retired breeder, 6th January 2022 09:27:06
Hey,
Ik moet een gouden hoefijzer krijgen door een event hoo moet ik dit doen? Hello, How can i win 1x golden horseshoe in a event? |
By Retired breeder, 10th February 2022 21:02:30
The force that you Reserved for me is to much I only have 28 passes and I contacted howrse and have been waiting for a reply for there days now .
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The force that you Reserved for me is to much I only have 28 passes and I contacted howrse and have been waiting for a reply for there days now . If you're referring to the Divine horse Ich Liebe Dich, they are the same price for every player. He is reserved to everyone on the game because they want people to buy passes in order to purchase him - his price doesn't get reduced if someone doesn't have enough passes, unfortunately.
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By Retired breeder, 11th February 2022 01:42:55
Knviz thank you
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I experienced a glitch that prevented me from exceeding 1199 horseshoes in the event that prevented me from winning the two chocolate horses (that I spent $$ on to have enough passes for the key) and the response I received concerning the issue was:
'We are past the event, there is nothing we can do' Seriously?
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Super frustrating when staff member answering a Contact Us request ignores critical information provided, is condescending, and continues to ignore and address the critical issue presented.
Can CONTACT US please, please, PLEASE not use people who don't know the game as well as the players? I provided a detailed explanation of what the problem was. I included screen shots. I included links to the horses involved. My request continues to take an obnoxious amount of energy and time from me, repeating the same issue, offering the same evidence, only to have THAT evidence ignored. I am a long time customer who has spent significant money on this game. WHY the lack of respect? I've been dismissed as wrong. I've been given incorrect information. I've been treated in a condescending manner as if I am some kind of moron. I've asked my request be forwarded to SOMEONE ELSE, and have had that request ignored too. If the person responding to the request IS NOT knowledgeable enough to resolve the issue - they NEED to pass it on. This is NOT the first time I've dealt with someone who doesn't know the game. In the past, I've was told that a horse MUST be bedded with 20% energy even though I explained the horse had an Achilles' Heel on it. I was told it still needed 20%. Obviously, THAT person didn't know what they were talking about either. When it comes to Contact Us, I have some suggestions: It is disrespectful to use staff who don't know the game as well as many of the players. It is disrespectful to ignore information provided. It is disrespectful to be condescending. It is disrespectful to request that we add screenshots, but don't let us know that the total Kbs of ALL attached screenshots cannot exceed a certain amount. Otherwise, attempting to attach additional screenshots will fail without reasons given and create HUGE frustrations. I would SO appreciate Contact Us recognize that we are the customers. That long time players often know more about the game than some of the staff. And I would so appreciate someone else respond to my ongoing, frustrating and still unresolved request.
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I have now lost all faith in CONTACT US.
They are insisting that a horse wearing a nyx pack that achieves 100% blup via skilling and 20 wins, provides covers to the team, and then is not worked again, or entered into any more competitions, not clouded back, is not aged further, is STILL sitting at 100% blup, can suddenly have two of its covers mysteriously drop to 19.68% blup even though at time of those breedings the screen showed the stud was at full 100%. What a nonsensical stance!
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Perfect tips, thank you sooo much!
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I experienced a glitch that prevented me from exceeding 1199 horseshoes in the event that prevented me from winning the two chocolate horses (that I spent $$ on to have enough passes for the key) and the response I received concerning the issue was: 'We are past the event, there is nothing we can do' Seriously? Same here. I finally had the Diamond card with which I'd get Frohe Weihnachten at the very end of the Christmas Cards event. I click to exchange it and I see the clock on my laptop go to 16:00h. End of event and GONE is my Frohe. I paid over 10,000 passes to finally get that card!! And there is nothing they can do, they say. I should not play until the exact end of an event (in other words: this is my own fault) and if they gave me the divine I would get an advantage towards other players. Well.... it is in their own interest that people keep spending (lots of) passes until the end of the event. And advantage? No, because I already paid for that horse and I paid BIG TIME. Indeed we are customers. And a customer pays for something they expect to get it. I would understand if I had tried to exchange the card 5 minutes later. But that was not the case. I've tried and tried, but the answer is still no. And I'm still really angry and frustrated about it.
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Hey, Ik moet een gouden hoefijzer krijgen door een event hoo moet ik dit doen? Hello, How can i win 1x golden horseshoe in a event? Just play the event. At certain levels you will get golden horseshoes.
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I just wanted to send some random praise at the creators of this game. I played this game many years ago and quit, I've recently come back and I think this game has developed in a very satisfying way. I'm enjoying it way more this time around.
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By Retired breeder, 9th May 2022 20:34:42
thank you so much |
Genuine question, don't know if this is the correct place, but why haven't Howrse reinstated a suggestions forum. I understand it was shut down years ago due to abuse, but is there a reason a new one hasn't been created? The events now all have suggestion/feedback forums after they end, so there seems to be a way for this to work already. There are so many questions on the help section asking for a suggestions forum asking for one, so there is certainly demand for it. Also many other platforms seem to be able to hold a suggestions forum without overwhelming abuse inside it from online games like Chicken Smoothie to online stores like Steam. I feel like flooding the contact us is not helpful, especially when players seem to be suggesting the people who use it may not be knowledgeable in the game. There isn't actually a specific "suggestions" category in the contact us form, and it seems like even sending the automated response that the suggestion is being looked at may take time. Additionally, a forum would seem like an easier way to see which suggestions are supported by other players and which are not, even if you disallowed comments and just let people upvote or downvote them.
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