Contact Support

Contact Support

Need help with Michigan Spots? Our support team is here to assist you with technical issues, gameplay questions, account problems, and more. Here’s how to get the help you need quickly and effectively.

Quick Help Options

In-App Support (Fastest)

The quickest way to get help is through the Michigan Spots app:

1. Open Settings in the app
2. Tap “Help & Support”
3. Choose your issue type from the menu
4. Follow the guided troubleshooting steps
5. Submit a support request if the issue isn’t resolved

Frequently Asked Questions

Before contacting support, check our FAQ section which covers:

• Common gameplay questions
• Technical troubleshooting steps
• Account and login issues
• Challenge and point problems
• Photo submission guidelines

Community Support

Get help from fellow players:

• r/michiganspots: Ask questions on our Reddit community
• Social media: Reach out on our official social accounts
• Local groups: Connect with Michigan Spots players in your area
• Discord: Join real-time chat with other players (link in app)

Support Contact Methods

Email Support

General Support

Email: support@michiganspots.com Best for: General questions, gameplay help, feature requests Response time: 24-48 hours Languages: English

Technical Support

Email: tech@michiganspots.com Best for: App crashes, GPS issues, photo upload problems, performance issues Response time: 12-24 hours for urgent technical issues Include: Device model, OS version, app version, error messages

Account Support

Email: accounts@michiganspots.com Best for: Login problems, account recovery, profile issues, data concerns Response time: 12-24 hours Security: We may ask for verification to protect your account

Partnership Inquiries

Email: partnerships@michiganspots.com Best for: Business partnerships, sponsorship opportunities, collaboration requests Response time: 3-5 business days Include: Organization details, partnership goals, contact information

Social Media Support

Twitter/X

Handle: @MichiganSpots Best for: Quick questions, status updates, public announcements Response time: During business hours (9 AM - 5 PM EST) Use: Public tweets or direct messages

Facebook

Page: Michigan Spots Official Best for: Community discussions, sharing feedback, event announcements Response time: 24-48 hours Features: Comments, messages, community posts

Instagram

Handle: @michiganspots Best for: Photo-related questions, sharing discoveries, visual feedback Response time: 24-48 hours Use: Comments on posts or direct messages

Phone Support (Limited)

Phone support is available for urgent issues only:

• Account security breaches
• Payment and billing emergencies
• Safety-related concerns
• Critical technical failures

To request phone support: Email accounts@michiganspots.com with “URGENT PHONE SUPPORT” in the subject line and explain why immediate phone contact is necessary.

What Information to Include

For All Support Requests

Basic Information

• Your username in Michigan Spots
• Email address associated with your account
• Device information: iPhone 12, Samsung Galaxy S21, etc.
• Operating system: iOS 16.2, Android 13, etc.
• App version: Found in Settings > About

Problem Description

• What happened: Describe the issue clearly and specifically
• When it occurred: Date and time of the problem
• Steps to reproduce: What you were doing when the problem occurred
• Error messages: Exact text of any error messages you saw
• Frequency: Does this happen once or repeatedly?

For Technical Issues

Additional Technical Details

• Internet connection: WiFi or cellular, connection strength
• Other apps affected: Do other apps work normally?
• Recent changes: Any recent app updates, phone updates, or setting changes
• Screenshots: Visual evidence of the problem (very helpful!)
• Device storage: How much free space is available on your device

GPS and Location Issues

• Location services enabled: Confirm Michigan Spots has location permission
• GPS accuracy: How accurate is your location showing in other apps?
• Environment: Are you indoors, outdoors, in a vehicle, etc.?
• Other location apps: Do maps and navigation apps work correctly?

For Account Issues

Account Verification

For security, we may ask you to verify:

• Registration email: The email you used to create your account
• Registration date: Approximately when you joined Michigan Spots
• Recent activity: Recent spots visited or challenges completed
• Connected accounts: Reddit username if you use Reddit login

Privacy and Security

• Never share passwords in support communications
• Use official channels: Only contact support through official Michigan Spots channels
• Verify identity: We may ask security questions to protect your account
• Report suspicious activity: Alert us immediately to any unauthorized access

Response Times and Expectations

Standard Response Times

• Critical issues (security, safety): Within 2 hours during business hours
• Technical problems: 12-24 hours
• General questions: 24-48 hours
• Partnership inquiries: 3-5 business days
• Feature requests: Acknowledgment within 48 hours

Business Hours

Monday - Friday: 9:00 AM - 5:00 PM Eastern Time Weekends: Limited support for urgent issues only Holidays: Reduced support, emergency issues only

What to Expect

1. Acknowledgment: We’ll confirm we received your request
2. Initial response: First response within stated timeframes
3. Investigation: We may ask for additional information
4. Resolution: We’ll work with you to solve the problem
5. Follow-up: We’ll check that the solution worked for you

Escalation Process

When to Escalate

• No response within stated timeframes
• Unsatisfactory resolution to your problem
• Repeated issues that haven’t been resolved
• Urgent safety or security concerns

How to Escalate

1. Reply to original support email with “ESCALATION REQUEST” in subject
2. Explain why escalation is needed and what resolution you’re seeking
3. Include all previous communication for context
4. Be specific about desired outcome

Management Contact

For serious issues that haven’t been resolved through normal support: Email: management@michiganspots.com Use only for: Unresolved escalations, serious complaints, legal matters

Special Support Situations

Emergency Safety Issues

Immediate safety concerns (harassment, stalking, threats):

1. Contact local authorities if you feel unsafe
2. Email: safety@michiganspots.com with “SAFETY EMERGENCY” in subject
3. Include: Screenshots, usernames, specific threats or behavior
4. We will respond immediately during business hours

Payment and Billing Issues

Subscription or payment problems:

• Email: billing@michiganspots.com
• Include: Transaction ID, payment method, amount charged
• Timeline: We’ll respond within 24 hours for billing issues
• Refunds: Processed according to our refund policy

Legal and Privacy Requests

Data requests, legal notices, privacy concerns:

• Email: legal@michiganspots.com
• Include: Specific request, legal basis if applicable
• Processing time: 10-15 business days for complex requests
• Documentation: May require identity verification

Community Support Resources

Player-to-Player Help

Reddit Community: r/michiganspots

• Daily help threads: Ask questions and get community answers
• Experienced players: Many veteran players offer assistance
• Local knowledge: Get area-specific help from local players
• Real-time help: Often faster than official support for simple questions

Community Guidelines

When seeking community help:

• Search first: Check if your question has been answered recently
• Be specific: Provide clear details about your problem
• Be patient: Community members are volunteers
• Say thank you: Appreciate those who help you
• Pay it forward: Help others when you can

Local Groups and Meetups

Find local support:

• Facebook groups: Search for “[Your City] Michigan Spots”
• Discord servers: Join local player Discord communities
• Meetup groups: Attend in-person gatherings for hands-on help
• Local events: Connect with players at community events

Feedback and Suggestions

Feature Requests

Want to suggest improvements?

• Email: feedback@michiganspots.com
• Include: Detailed description of suggested feature
• Explain: How it would improve the game experience
• Examples: Reference similar features in other apps if helpful

Bug Reports

Found a bug?

• Use in-app reporting: Most efficient for bug reports
• Be specific: Exact steps to reproduce the bug
• Include screenshots: Visual evidence is very helpful
• Test thoroughly: Confirm the bug happens consistently

General Feedback

Share your thoughts:

• What you love: Tell us what’s working well
• What’s frustrating: Help us identify pain points
• Ideas for improvement: Suggest enhancements
• Community feedback: Share thoughts about community features

Tips for Effective Support Communication

Be Clear and Specific

• Use descriptive subject lines: “GPS not working on iPhone 12” vs “Help!”
• Provide context: Explain what you were trying to do
• Include relevant details: Device, app version, error messages
• One issue per email: Don’t combine multiple unrelated problems

Be Patient and Polite

• Remember we’re human: Support staff want to help you succeed
• Provide requested information: Help us help you by answering questions
• Follow up appropriately: Don’t send multiple emails for the same issue
• Express appreciation: Thank staff for their assistance

Keep Records

• Save support emails: Keep a record of your communications
• Note ticket numbers: Reference previous conversations
• Track resolution: Follow up if promised solutions don’t work
• Document outcomes: Keep records of how issues were resolved

Remember, our support team is here to ensure you have the best possible experience exploring Michigan through Michigan Spots. Don’t hesitate to reach out whenever you need assistance – we’re always happy to help fellow treasure hunters!