GUIDANCE TO PREPARE FOR SUPPORT

Thank you for choosing to play our games.  

This guide will help you get ready before submitting a support request. It explains how to use the support form, what each field means, and what information helps us solve your issue faster. 

You’ll learn what to include—like a clear description of the problem, steps you’ve already tried, system details, screenshots, receipts and how to choose the right request type, game and platform.

Following the pre-support checklist and providing all the necessary details will make the support process faster and smoother for you.

SUPPORT REQUEST FORM

Use this form to submit your support request by providing key details about your issue, what you’ve already tried, and any relevant attachments. The more information you include, the faster our team can understand the problem and try to find the solution. 

Simply fill out each section, review your inputs for accuracy, and then submit the form to begin the support process. Here's an explanation of what each field means below:

Please choose a request type below

Use this to choose the SEGA division that developed the game you wish to request support for.

Your email address

This is our way to get back to you. Provide an email address you are using regularly and double check for any typing errors.

If you are requesting account deletion or anything concerning the data we may hold of you, please use the same email address that is used for your SEGA related accounts in question.

Name / Nickname

You can let is know your preferred name or in-game name.

Game or Service

Select the game or account service you need help with. Your options will depend on the request type chosen earlier.

Platform

Select the platform your game is for.

Example: If you own the Nintendo Switch version of Sonic Racing: CrossWorlds but play it on a Nintendo Switch 2, please choose Nintendo Switch—not Nintendo Switch 2.

Platform Client

If you are playing on Windows or macOS, please also let us know which game client service you are using.

Nature of Enquiry

Here you can select topic of your support request. Should you feel like none of the options fit, select the one which sounds or feels closest.  There may be further options presented to specify further. 

DLC package/content

Here you can select which in-game content your support inquiry is about.

Modifications / Custom skins or tool

Tick this box to let us know if you are using/have used mods, custom skins or tools in your game.

Subject

A short summary about your support request.

Description

Input your message here. Please review our checklist for writing your support request.

Attachments

Sharing system/game files, screenshots of error messages, or receipts really helps us assist you better. You can upload them here.

Each file can be up to 50 MB. If a file is larger than 50 MB, the ticket will be created without the attachment.

BUG REPORTS & FEEDBACK

We appreciate the time you put into our games.

Please beware that we might not be able to address bug reports or feedback directly. Some of our studios also offer their own spaces to provide a place for these inquiries: 

Atlus: Please refer to the community discussions on your respective platform

Creative Assembly: CA COMMUNITY 

Sports Interactive: SI FORUMS 

SEGA: Please refer to the community discussions on your respective platform

Two Point Studios: TWO POINT COUNTY 

If our social media team directs you to send your bug report or feedback to support, please provide a clear description of what happened (you can use the checklist to help you), include screenshots if possible, report only one bug per request, and keep any feedback concise and friendly.

CHECKLIST

Use this pre-support checklist to gather all the information you need before submitting a support request. You can tick off each task as you go to keep track of what you’ve completed.

Provide a Detailed Description

Describe what you’re experiencing.
Specify when the issue occurs and/or when it first occured.
If applicable, note whether the issue is repeatable.
If applicable, include any error messages you receive.
Share any troubleshooting you tried before contacting support.

Additional Useful Files or Information (PC)

Attach your DxDiag/msinfo32 file. 
If you experienced a crash, attach the crash dump file (.mdmp)—compress them if they’re large.

Additional Useful Information for purchases & DLC

Attach your purchase receipt.
Tell us your account region and attach an image of your game case and the redemption code.
 

Please submit only one support request per issue or topic.

Start a support request by selecting REQUEST SUPPORT on this page, or NEW REQUEST from the top menu if you’re logged in. 

If you want to know how we handle data, you can check our Privacy Policy.