DocumentationCommunication and support

Communication and support

24/7 player support

Stash works with players to resolve:

  1. Refunds, chargebacks, and payment-related inquiries
  2. Web shop issues, including questions about loyalty programs, promotions, etc.

While we handle most issues independently, we’ll escalate cases where your input is required, such as player eligibility decisions. Together, we’ll define an escalation process that integrates seamlessly with your existing workflows.

Our support team includes both customer support specialists and engineers, ensuring rapid resolution of technical and transactional issues. We often acknowledge issues within minutes, but guarantee a response within 24 hours.

Context-aware support: Our agents familiarize themselves with your web shop and game, ensuring they communicate with players in a way that aligns with your brand and considers in-game events.

Game developer support

Stash also supports your engineering, design, product, community management, and customer support teams. Whether for minor bug fixes or incident response, our team is always here to quickly resolve issues.

Live support and peak readiness

  • 24/7 engineering on call for incident response, as well as support for day-to-day bug fixes and improvements
  • Response times (SLAs): 30 minutes for outages, 24 hours for minor issues
  • Prepared for peak traffic spikes during holidays and major game launches

Quality assurance and testing

Stash goes beyond support—we assist with:

  • Pre-launch integration testing
  • Ongoing QA for payments, platforms (iOS, Android, etc.), new features, special events, and seasonal promotions after launch
  • Loyalty programs, special offers, and advanced web shop functionality
  • Shared environments for joint validation and testing (QA)

Communication and collaboration

  • For player support: We use Intercom for tracking tickets and interacting directly with players.
  • For collaboration with game developers: We’ll work within your preferred tools, including Slack, Discord, Google Apps, Figma, etc. Meetings are held based on your preferences. We’ll also have dedicated communication channels before and after launch to ensure seamless collaboration.