So you’ve encountered an issue and you need help? Okay, how do you do that? Well, you’ll have to contact Customer Service.
Why can’t you ask for Customer Service here on the forums? Because the forums is not Customer Service. It’s here to provide a place to discuss Racing Rivals. Sometimes some of our devs will pop in and give info. Sometimes our CS reps themselves will help with broad issues or simple answers. When it comes to issues concerning your account specifically, those will need to go through the Customer Service Queue.
To contact Customer Service please use the In-Game FAQ/Helpshift system by clicking on the "?"
alternatively you can also access the web version here: http://glumobile.helpshift.com/
or you can email directly at [email protected]
Once you are in the Helpshift System, go to an article (any Article) then you will see a "Contact Us" link in the upper right. Click on that.
But what should you put in your ticket?
We are not mind readers. We don’t have videos we can watch of every race. We can’t really tell what car you lost by the small screenshot where all we see is the back of the car. We need you to provide us with written details. We need to know who, what, where, when and how.
In the space provided please give us a detailed description of your issue. Here is where we could either reply with our answer or send you an email asking for more info. Be specific. “I lost my car” tells us nothing except that you no longer have a car. We don’t know what car, or how it was lost. “I’ve lost 2131 cars due to your crappy servers!” Again, that really doesn’t tell us much. What cars? What glitches? When did this happen? With who? Was it a just a friendly race, or was it for cash, or pink slips? Tell us what specifically happened. What happened, what did yo use, what did you do. What did you use? When did it happen? Who did you race? Did you get an error message? What was the message? Paint us a picture of what your issue is.
When listing cars, please be specific. Year, make and model. Evo, Camaro, Viper…. There are different versions of those. We need to know which one you are talking about.
Note the time and date that an occurrence happened.
If you can, note the name of your opponent.
While the email field is optional, we highly recommend you enter one.
Including your Game Center/Google Name/Facebook Login Email/Amazon Game Circle name can also help.. When giving us that info, note that neither Apple nor Google provides us with the email logins so we won’t be able to search for your account using the email. We only know the nickname of the account… and only if that account is linked to a Racer.
This is the info you should always include in your tickets/emails:
Game Center/Google Nickname
When did the issue occur:
What cars were used:
Opponent Racer Name:
Detailed description of the issue:
If using the Web Version, please also include:
Network Type: (Date or WiFi):
Being as detailed as possible should avoid prolonging assistance by not having us have to send a reply asking for more info.
*** Also please note that the standard policy is that Customer Service does not offer restorations of cars, cash, gems lost due to any reason. However, exceptions can be made, but are not the "Norm" and any restorations provided will be on a case by case basis and usually these are one time offerings. ***