Frequently asked questions
Thirty-two answers written by the people who actually run the events — admins, the payout desk, the store team and the fair play panel. If your question is not here, the desk answers on the phone between 10:00 AM and 7:00 PM IST.
Three ways to get an answer today
Most questions are answered on this page in under a minute. Anything involving money, bans or a locked account goes to a human, and we tell you how long that will take.
What to expect when you contact us
The desk is small and it is real. Nothing on this site is answered by a bot, and nobody is going to tell you to raise a ticket and wait a week. These are the response times we hold ourselves to during Season 9.
| Enquiry | Channel | First response |
|---|---|---|
| Live match issue | HQ Discord admin channel | Under 5 min |
| Registration & roster | Contact form | Same working day |
| Prize payout query | Email or phone | 1 working day |
| Store order | WhatsApp or email | 1 working day |
| Ban appeal | Email only | 3 working days |
| Sponsorship & press | Contact form | 2 working days |
Ask on HQ Discord
Scrim finder, LFT boards, admin channel and a moderation team that is awake when your match is. Free to join, 4,12,000+ members.
Join HQ DiscordBrowse every answer by topic
Pick a topic to narrow the list, then open a question. Arrow keys move between questions, Escape closes the one you are on.
Tournaments & registration
Everything about entering a Season 9 event, from an open qualifier on a Saturday evening to a seeded LAN final.
Teams & rosters
Squad sizes, verification, transfers and what to do when you turn up on a Saturday without four other people.
Prizes & payouts
When the money lands, what paperwork we need first, and how a pool is split between an org and its players.
Streaming & creators
Co-streams, the creator programme, broadcast languages and how creator payouts are calculated.
Store & orders
Delivery windows, returns, bulk kit for organisations and the payment methods the store accepts.
Accounts & security
Changing your details, recovering a lost account, what we do with your data and how to leave.
Anti-cheat & fair play
How matches are policed, how to report a problem, what the sanctions are and how appeals work.
Partnerships & press
Sponsorship, white-label events, media accreditation and where to send a correction.
Still need help?
Tell us which event, which roster and what went wrong. The more match IDs you give us, the faster the answer comes back.
Match, roster or bracket problem
Slot not showing, a lobby key that never arrived, a result that looks wrong on the bracket. Admins answer on Discord in minutes during a live event.
Message an adminPrize money and paperwork
Missing settlement statement, a bank account change, a split sheet that needs correcting. Send it by email so there is a written trail on both sides.
Email the payout deskOrders, sizes and returns
Keep your order number handy. Exchanges are approved on WhatsApp in a single message once we can see the tags are still on.
Ask on WhatsAppNothing here answers it?
One form, five departments, a reply from a person. Tournaments, partnerships, creators, support and press all route from the same page.