If you have a question or a problem, we will be glad to help you!
In this article:
Before you contact Hatchlings Support
We suggest trying the following things before you reach out, so we can help you most efficiently:
- Search this support site using the Search bar near the top of the screen
- Review and complete our Basic Troubleshooting Steps for solutions to common issues
- Keep reading below for how to report a problem most effectively and how to take screenshot
How to contact us
If you haven't found the answers you need, there are two ways to contact us:
1. Ticket: Fill out our contact form in the game by clicking the Contact link at the bottom of the sidebar, below Log, Ranks, and Chat.
2. Email: Reach us at contact@hatchlings.com. If you do this, be sure to include your Hatchlings ID.
What to include when you contact us
Details
Provide as much detail as you can about what's happening in the game, what device and browser you're using, and the details below -- plus, it's usually helpful to include a screenshot. The details we need depend on the issue, but here are some we almost always need:
- The device you're using to play and its operating system (e.g., a 64 GB 6th generation iPad mini running iPad OS 18.1.1). If you don't know this, you can find it in your system's "About" settings. (Windows instructions) | (Mac instructions) | (iPhone/iPad instructions)
- The browser & version you're using to play when this issue happens (we recommend Google Chrome -- for example, you might say you're using Chrome 131.0).
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A description of what IS happening, as opposed to what isn't happening.
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- If you say "I can't do X," we will say, "What happens when you try?" Save time by telling us in your first message. Instead of "It won't let me open a challenge," you could say, "When I click on a Loaded Challenge Key and select Easy, I see the loading bar for Starting Challenge, but it doesn't finish loading."
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- A detailed description of the problem and the actions you took leading up to it (this will help us reproduce and troubleshoot the issue), and how often this happens.
- Your Hatchlings ID, especially if you're emailing rather than submitting a "contact" message. This is the string of numbers next to “My ID” at the bottom of the sidebar, and clicking the paper icon next to it will copy your ID to your computer's clipboard.
- What troubleshooting steps you've already attempted on your own (see also: Basic Troubleshooting Steps).
- We'll be extra grateful if you try to reproduce the problem yourself - does it always happen, or just after a specific sequence of steps? If you do reproduce the problem, send us the steps you took to do so.
- For even more brownie points, see if you can reproduce the problem using a different browser or device - does the problem happen in both Chrome and Safari, for example? your iPad and your laptop?
Screenshots
A picture is worth a thousand words -- or at least a few email replies. Providing a visual makes it faster and easier for us to understand, investigate, and resolve an issue. Following are links to instructions for the most common devices:
- Windows screenshot instructions - updated Windows/Microsoft 365 | Windows 7-10
- iPhone screenshot instructions
- iPad screenshot instructions
- Mac screenshot instructions (MacBook, Mac Mini, etc.)
- Android screenshot instructions
- Chromebook screenshot instructions
If you can't upload an image to the main form, you can reply to our automated message with an attachment.
For example...
"I can't hunt" is not a helpful message. We'll have to write back with half a dozen questions.
The following example is much more helpful:
I play Hatchlings on an iPad Air MC785LL/A. OS version is 12.3.1. I use Google Chrome. To play, I open Chrome and click on the Hatchlings link in my bookmarks bar. It takes me to next.hatchlings.com. When I play in Power Mode, the screen scrolls or jumps as I tap on the eggs. This doesn't happen if I tap with one finger, but I like to play with two hands. I've tried turning Multitasking Gestures off, but it doesn't appear to have changed anything. I'm attaching some screenshots of what I see when I try to play in Power Mode.
What to expect from us
When you submit a message to Support, the replies will go to the email address in your Settings, so make sure that's right.
The first reply you get will be automated, to acknowledge your message and remind you to reply with any details you forgot.
Our team is small, so you may not get an immediate response from a human, but we reply to most messages within 2 business days. This means weekend and holiday response times may be longer.
We read every message we get, and we sincerely appreciate feedback and suggestions, but we may not reply to messages that don't require technical support.
When the support team replies, we are likely to have questions or instructions. Please bear with us and follow the instructions, even if you already attempted the steps (we may want you to clear your cache again if we've made a recent fix, for example).
As always, thank you for playing Hatchlings. We look forward to assisting you!