Once you've ordered, you get support through a ticket in our Discord. A ticket is a private channel only you and our team can see, and it's where we have your order in front of us. Questions before you buy go on the support forum.
Opening a ticket
The roles can take a couple of minutes to show up after you link, and Opening a ticket in our Discord has a picture of the menu.
What to send
Put it all in your first message, so we can start without asking you for it:
- Your MewDMA username and the order number from the top of your order page, the one starting with #
- What you're stuck on and what you already tried
- For a payment, the coin and network you sent on, the amount, the TXID and the Payment ID from your order page
- For a parcel, the tracking number, plus photos of the box if it arrived damaged
- For a card or speed problem, a screenshot from MewTools and its Something's wrong summary (how to send it)
Never put your password or a two-step code in a ticket.
Why a ticket gets closed
When we tag you in your ticket and you don't reply for a while, we close it so the queue keeps moving, and how long we wait before closing it is TBD. If that happens, just open a new ticket and say where you left off, with your order number again.
Keep anything about your order in your ticket and out of the customer chat, because the ticket is where we have your order in front of us.
How long a reply takes
There's no set reply time we can give you yet since it depends on the queue, so that part is TBD. What we can tell you is how long each order step takes. A firmware build is usually ready about 2 hours after you send your DNA ID and msinfo32 report, 24 hours at most, and parcels ship within 1 to 2 days, never on a Sunday.
You don't need an account, this tells us what to write more of.