Contact support

Where to write

The assistant, and its edges

The in-store assistant is topic-gated by a keyword list. Off-topic messages get one fixed sentence and nothing else, and the gate is a substring match rather than an understanding of intent.

// the words that get you a real answer
account, login, sign in, profile, password, email, verify, verification,
download, install, apk, windows, linux, android, game, app, paid,
purchase, buy, payment, billing, donation, receipt, invoice, refund,
return, chargeback, developer, studio, publish, upload, listing, review,
report, safety, malware, abuse, policy, legal, copyright, ticket,
appsinity, store, gallifai, error, bug, issue, support

// anything else gets this, verbatim:
"I am Gallifai, Appsinity's support assistant. I can only help with
 Appsinity support topics like accounts, downloads, paid games,
 refunds, billing, publishing, safety reports, and tickets."

The ticket form

One POST creates one stored document. The three fields that are mandatory, and the clamps that silently truncate the rest, are worth knowing before you write a long report.

• The id is generated as AS- plus a base-36 timestamp and four random characters.
• Your user agent is captured with the ticket, which is why a browser-specific bug needs no description of your setup.
• Status begins and stays open; there is no status you can query and no portal.
• Anything past 2,500 characters in the message is cut, so attach a follow-up rather than a wall.
• Duplicate tickets queue separately and slow the set down.

POST /api/support/ticket
{
  "name": "...",        // 100 characters
  "email": "...",       // 160, required
  "type": "...",        // 80
  "priority": "...",    // 40
  "subject": "...",     // 160, required
  "message": "...",     // 2500, required
  "pageUrl": "..."      // 500 - the page the problem is on
}

200 { "ok": true, "ticketId": "AS-M...-4K2Q" }
400 { "error": "Email, subject, and message are required" }
405 { "error": "Method not allowed" }
500 { "error": "Could not create ticket" }

What makes a ticket actionable

1. The URL it concerns. The exact Studio screen or store page, and fill pageUrl with it.
2. The identifier. The listing slug, the app id, and for uploads the object key or file name.
3. The verbatim error. The whole sentence. These strings differ by a word between routes and that is the clue.
4. The timestamp. When it happened, with timezone, since no request id is returned.
5. The account. The email that owns it. Without this nothing can be looked up.
6. Steps to reproduce. Three lines that take you from sign-in to the failure.
7. What you already tried. It prevents the first reply being advice you tested yesterday.

Subject: Upload fails at 40% on <listing slug> build 1.4.0

Account email: [email protected]
Listing: https://appsinity.com/Games/store/listing/<slug>
Object key: games/<slug>/builds/1.4.0/my-game.zip (5.1 GiB)
Error, verbatim: "File is too large for this upload category."
When: 2026-11-01 14:20 IST
Tried: re-signed in, retried once, split the asset archive
Note: same file uploads fine at 4.8 GiB

Special cases