Scopely Customer Service: Professional, Practical Guidance

Scopely is a major publisher of mobile games (founded 2011, headquartered in Culver City, California) and operates customer service primarily through in-game support and a centralized Help Center. This guide explains exactly how Scopely handles player support, what evidence and formatting speed responses, how billing and refund workflows interact with Apple and Google, and pragmatic escalation steps you can use if a ticket stalls. The recommendations below are written from the perspective of a customer-support professional familiar with the mobile games industry and the constraints set by platform stores.

Wherever possible this document gives concrete, actionable details: the official support URL (https://support.scopely.com/hc/en-us), the corporate site (https://www.scopely.com), expected response windows, common in-app purchase price brackets, and the precise data fields support teams need to resolve issues quickly. Follow these steps to minimize back-and-forth and get faster, more reliable outcomes.

Official Contact Channels and Initial Steps

Scopely’s primary public support channels are the in-game “Help / Support” button and the Scopely Help Center at https://support.scopely.com/hc/en-us. In general Scopely does not publish a customer-service phone number for player support — contact is ticket-based so the company can collect structured data. For corporate or press inquiries, use the corporate site’s contact links or LinkedIn (https://www.linkedin.com/company/scopely/).

Start with the in-game support because it automatically attaches your account ID, device and session metadata. If you use the web Help Center, choose the correct game product page (for example, Marvel Strike Force, Star Trek Fleet Command, or one of Scopely’s other live titles) before submitting a ticket. Typical first-response times for live-mobile-publishers are 24–72 hours; expect longer response times during major events, large update deployments, or holiday sales.

Exactly What to Include in a Ticket (required fields)

Tickets lacking critical data are the single largest cause of delays. When you submit a request, provide every identifiable artifact the support agent needs to verify and reproduce the issue. Below is a compact checklist — copy each item into your ticket body or attach files where appropriate.

• Game name and exact build version (found on the game’s main menu) and the date/time (UTC) of the incident.
• In-game User ID / Player ID and Alliance/Guild name (visible in profile or settings).
• Platform (iOS / Android), OS version (iOS 17.x, Android 14.x, etc.), and device model (iPhone 14 Pro, Samsung S23 Ultra).
• Transaction identifiers for purchases: App Store/Google Play receipt ID, Payment processor transaction ID, or screenshot of the store receipt with order number and date/time.
• Step-by-step reproduction steps, expected vs. actual behavior, and any error codes or pop-up text.
• Screenshots, video captures, and — if applicable — network logs or game replay files; attach a ZIP if >5 MB.
• Your account email, timezone, preferred language, and the email address registered to the store account used for purchases.

Providing the above data reduces triage time. If you cannot attach a receipt, include the last 6–8 digits of the payment card or the Google/Apple order number; agents often use those to cross-reference platform records.

Common Issue Categories and How Scopely Resolves Them

Tier the issue correctly: billing disputes, lost purchases, account recovery, game bugs, and disciplinary actions (bans/appeals) are routed to different internal teams. Billing and lost-purchase tickets typically require a copy of the store receipt; once provided, Scopely can validate server-side credits and refund eligibility. For purchases made via Apple App Store or Google Play, moderators will often instruct you to request a platform refund because final money movement is controlled by the store.

Account recovery requires proving ownership: recent purchase receipts, screenshots of inventory or friends list, last login dates, and any linked social accounts. Bans and account suspensions follow a formal appeal path; expect a review by the trust & safety team that can take 3–14 business days depending on complexity. For reproducible bugs, include reproduction steps and device specifics so the product QA or engineering teams can assign severity and prioritize a hotfix or scheduled patch.

Refunds, Chargebacks and Platform Policies — Practical Steps

Most Scopely titles use in-app purchases priced on common tiers (e.g., $0.99, $4.99, $9.99, $19.99, $49.99, $99.99). If you need a refund for a purchase that went wrong, the quickest route is via the store that processed the charge: Apple purchases are refunded through Apple’s Report a Problem portal, and Google Play refunds are handled through the Play Store refund flow. Scopely support can assist with verification but cannot unilaterally force a store-level refund.

If a chargeback (bank dispute) is already in progress, compile evidence immediately (receipts, screenshots, correspondence) and attach it to your support ticket. Typical internal timelines: expect an initial verification within 24–72 hours and escalation if no resolution within 3 business days. Chargeback defense windows vary by payment processor and bank — commonly 7–21 days to supply documentation — so act fast.

Escalation Path and Best Practices to Speed Resolution

If you need to escalate, use a clear, factual subject line and include ticket reference numbers. Keep correspondence concise and attach fresh evidence rather than re-sending the same incomplete information. Escalations are most effective when they show a timeline: original ticket date, follow-up attempts, and the impact (e.g., lost tournament rewards, prevented access to paid content).

• Step 1: Submit a complete ticket via in-game support or the Help Center including all checklist items above.
• Step 2: If no reply within 72 hours, reply to your existing ticket with the phrase “Escalate: Response overdue” and include new logs/screenshots taken since the initial report.
• Step 3: If still unresolved after 7 business days, request escalation to a team lead; maintain polite, factual tone and provide a short chronological log of actions taken.
• Step 4: For unsuccessful refund requests, open a platform refund claim (Apple/Google) and notify Scopely support with the claim ID so they can coordinate internally.

Best practices: keep purchase receipts archived, link your game account to a verified email or social login, take screenshots immediately when an issue occurs, and avoid transferring account credentials to third parties. Following the exact data checklist and escalation steps above gives the fastest path to a fair outcome.

Sample Ticket Template (copy/paste into your ticket)

Subject: Lost purchase — [Game Name] — Order #123-4567890-1234567 — PlayerID: 987654321

Body: Game: [Game Name], Build: 4.2.1 (found on main menu). Player ID: 987654321. Platform: iOS 17.0, Device: iPhone 14 Pro. Incident UTC time: 2025-08-28 18:45 UTC. Purchase: $49.99 (bundle name), App Store receipt ID: 1234567890. Problem: not received credits after purchase; app showed spinner then error. Steps to reproduce: 1) tap purchase > 2) confirm > 3) spinning wheel then error. Attached: App Store receipt screenshot, error screenshot, short video of purchase attempt. Preferred contact email: [email protected]. Priority: high (paid content missing).

How do I contact game customer service?

For any other queries call Game Online Support: 0861 426 333. Open: 8am-7pm weekdays; Saturdays 8am-12pm; Sundays & Public Holidays Closed.

How do I contact support on Scopely?

Please contact us if you have questions regarding your User Content or Account by either: (i) opening a help ticket directly in-game via the Help section; or (ii) emailing us at [email protected].

How to get a refund from Scopely?

All purchases and redemptions of such Virtual Items through our Services are final and non-refundable, unless otherwise determined by us. Scopely may manage, regulate, control, modify, or eliminate Virtual Items at any time, with or without notice to you.

How do I connect to my Scopely account?

Scopely Account ID – How to create & can I use my account on different devices?

1. Click on ”Connect”:
2. Choose the email ”Login” option:
3. Type in your desired email to sign in or the create a Scopely ID Account:
4. Open your email inbox (example with Gmail below) and follow the steps:

Why is Scopely being sued?

Scopely sued for fraud, breach of contract, unjust enrichment, etc. in Star Trek Fleet Command mobile game.

Is Scopely a Chinese company?

Scopely, Inc.
(/ˈskoʊpli/ SKOHP-lee) is an American video game developer. The company is headquartered in Culver City, California, with offices across the United States, EMEA and Asia, with its largest location in Barcelona, Spain.