If you need help with the loader, your key, a refund, or anything else, you have two ways to reach us. Pick the one that matches the urgency of your problem and we'll route it from there.

Members' Discord

Discord is where the team lives during the working day. You get live support from ops, community chat, patch alerts, and the members-only #config-share channel where players trade aimbot presets and ESP layouts.

Invite link: join the members' Discord. You'll need your order ID to unlock the paid channels — a mod will verify it and add the role, usually within a few minutes.

If Ricochet moves and the loader goes into a paused state, Discord is where you'll see the first announcement — usually before our status page updates.

Email

Email us at [email protected]. Response time is 24 to 48 hours, sometimes faster on weekdays. Email is best for anything that needs a paper trail:

• Refund requests
• Lost or non-delivered keys
• Account recovery
• Press, legal, or business enquiries

We don't use support@ — that alias belongs to another operation and mail sent there won't reach us.

What to include when you email

The more of this you send in the first message, the faster we can close the ticket. Missing details is the single biggest reason a reply takes two days instead of two hours.

• Your order ID
• The email address tied to your account
• A brief description of what happened and when
• A screenshot if the problem is visible (loader error, launcher screen, payment page)

Sending all four up front speeds our response by roughly 3x. It also lets whoever picks up the ticket act on it immediately instead of writing back to ask for more.

Subject conventions

Prefixing your subject line routes the mail into the right inbox and gets it in front of the person who handles that category. Please use one of:

• [REFUND] — refund requests
• [KEY ISSUE] — key not delivered, key not working, HWID conflict
• [ACCOUNT] — login, recovery, email change
• [PRESS] — media, reviews, interviews
• [LEGAL] — DMCA, copyright, formal notices
• [OTHER] — anything that doesn't fit above

If your subject already has a prefix from a reply chain, don't strip it — it keeps the thread routed to the same handler.

What we don't do

A few things we get asked for that we deliberately don't offer, and the reason for each:

• No phone support. Ops is a small volunteer rotation. We'd rather answer 100 messages in an hour than 3 phone calls, so every channel is text-first.
• No live chat widget. See the privacy policy — we don't embed third-party services on the site. A live chat widget would mean loading someone else's tracker on every page, and that's not a trade we're willing to make.
• No in-game support. We can't and won't help with anything inside Modern Warfare 4 itself — that includes game bugs, matchmaking, or Activision account issues. Contact Activision directly for those.

Before you write in

A lot of the common questions already have answers on the site. Worth a look before you open a ticket:

• The how-to hub — install, first launch, config, HWID, antivirus warnings.
• The status page — current loader state, last patch time, any active Ricochet incident.
• The refund policy — what's refundable, what isn't, and how long it takes.

If your answer isn't there, jump into Discord or send the email. We read every message.