| FAQ | User Accounts - Using DCW - Known Bugs - Contact Socialpoint - Wiki Rules and Policies |
|---|
| Helpshift | https://socialpoint.helpshift.com/hc/en/7-dragon-city/ |
|---|---|
| Facebook(-) | https://www.facebook.com/dragoncitypage |
| https://twitter.com/socialpoint | |
| Discord | https://discord.com/invite/dragoncity |
| Email(-) | support@socialpoint.zendesk.com |
| Phone(!) | +34 93 181 40 98 |
| (-) = Only Monday to Friday | (!) = Business only |
Games Problems
Before you report an game problem in the game you should ask yourself the following things:
- Are there any issues caused by own phone or PC?
- Are there any issues on the game update?
If you still want to continue, you first have to check if this issues is already reported:
- Check if the bug is already listed on Known Bugs
- Check iOS Bugs or Android Bugs.
- Check the #bugs channel in Dragon City Discord Server.
- Check if someone already notice the issues on the Q&A board from Dragon City Wiki.
- Check if some already reported the issues on the General board.
- Check Game News board, if it's an global bug. It will be announced in most cases.
After you check all boards you ask yourself this:
- Did I find the answer for my problem?
- If not, report the issues on iOS Bugs or Android Bugs (depending on what device are you using) or report the issues via #bugs channel. depend on what you report. a staff answers based on your feedback. sometimes a staff ask a or some questions about unclear feedback. You need to reply him/her directly in forum or email.
- If yes, you should ask yourself if you still need to contact Socialpoint based on the answer you've found.
To contact Socialpoint, You need to fill the following information:
- Your Name and User ID
- Description of the issues (Explain the problem clearly!)
- If you have a screenshot about an issue, you can attach it.
Report a Hacker
If you find out a Hacker, You need to fill the following information as creating a support ticket:
- Hacker's User ID in Settings menu is shown
- Description of the hacking (explain it clearly!)
- A screenshot proves that he or she is hacking.
Searching on FAQ and Contacting Socialpoint
1. Entering FAQ page
While you are in the game. Tap or click the 
icon to go to the Settings menu. Which is located on the right corner of the screen. then press 
button. As Phone, It lead to "Help" menu as FAQ page.
As PC version, however, a web browser opens the "Dragon City — Socialpoint Technical Support and Help Center (helpshift.com)" web page instead. (To search on FAQ in PC, see Via Web Browser)
On the phone, tap 
icon and type your question or issue in search box. An instant premade FAQ are available. It answers and explains the solution instantly without contacting to Socialpoint staffs; However, If the premade answer or solution is not related to your question or issue, You may create a support ticket to Socialpoint.
Type " https://www.socialpoint.es/support " on web address box. In the Socialpoint Support main page. Press "Dragon City" section to go to "Dragon City — Socialpoint Technical Support and Help Center (helpshift.com)" webpage.
On the web browser, Type your question or issue in "Search for articles" search box. An instant premade FAQ are available. It answers and explains the solution instantly without contacting to Socialpoint staffs; However, If the premade answer or solution is not related to your question or issue, You may create a support ticket to Socialpoint.
2. Creating a Support Ticket by entering "Contact us" page
As you are in "Help" menu. to contact support, press 
icon to search. then scroll down below until reach a text "CONTACT US" and press a text "CONTACT US".
As PC version, After pressing button. A Web browser "Dragon City — Socialpoint Technical Support and Help Center (helpshift.com)" web page pops up instead of in-game support page; or After pressing "Dragon City" section in "Socialpoint Support" main page Then scroll down to the below until reach a text "Need more help?" with "Contact us" button and press "Contact us" button.
3. During in "Contact us" page
Remember: Be polite
DO NOT use profanities while creating a support ticket (including bad word abbreviations).
Select type of issue (eg. Bug Report, Feedback, Lost Account). then describe your problem on "How can we help?" text box. You may add your Email in "Email (optional)" text box. You may attach your files (usually in-game screenshot). After than press ">" icon to submit a support ticket.
First, select the platform: iOS, Android or Web (Although, Dragon City in Facebook was shut down. Web platform may be substitute for PC platform since there is no PC platform option) before filling information. Next, fill your full name, your email address and User ID. You can find your User ID under "COMMUNITY" button in SETTINGS menu in-game. After that, select Type of issue (eg. Bug, Feedback / Suggestion, Lost Account) and describe your problem in "How can be help you?" text box.
After filling a form. Press "Submit" button and proceed to captcha before submitting a support ticket.
Q&A
When will I receive a response from Socialpoint?
- Because of Socialpoint developers, teams and staffs are working very busy. They have to read and respond thousands of emails from many players, Thus normally, You will received staff's response after several hours or a couple of days or sometimes you might get staff's response after 1 - 2 weeks.
Why Socialpoint don't respond during the weekends?
- Because they are closed on the weekends. They are opened only on Monday to Friday. from 9am to 6pm (GMT+1) or Central European Time.