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Contact support and open a ticket

How to open a ticket, what to write to solve it in one go, how to follow the reply and which email addresses to use for refunds, removals and copyright.

4 minutes read
In this article

When a guide isn’t enough, write to our team. Every request becomes a ticket: a conversation with support that you’ll always find in your account, with its full history. A person answers you, not an automated system.

Before you write

Many answers are already here, and finding them is faster than waiting:

Opening a ticket

  1. Open Support from your account menu.
  2. Press New ticket.
  3. Write a short, clear Subject: “Tokens not credited”, “Refund”, “Payout pending for 5 days”.
  4. In the Message, describe the problem.
  5. If needed, add up to 3 images, for example a screenshot of the error (JPG, PNG, WebP or AVIF).
  6. Press Submit.

What to write to solve it in one go

The more detail you give us, the fewer questions we’ll need to ask before we can help. In your message include:

  • what you were doing and what you expected to happen;
  • what happened instead, with the exact error text if there is one;
  • when, with an approximate date and time;
  • where: the name of the performer, content or live show, if it’s about something specific;
  • for payments, the date, amount and the reference you’ll find in your history;
  • your device and browser, if the problem is technical.

Never write your password or your full card details: we don’t need them and we’ll never ask for them.

Following the reply

All your tickets are in Support, with the opening date and a status:

StatusWhat it means
Waiting for staffThe ticket is with us: we’re working on the reply
Waiting for your replyWe’ve written to you and need your answer
ResolvedWe think it’s solved; if not, reply and the ticket reopens
ClosedThe conversation is over; if you write again, it reopens

Open the ticket to read the conversation and answer with Reply. When we write to you, you get an alert on the site or by email, depending on what you chose under Settings › Notifications › Replies from support.

If you can’t sign in

You need to be signed in to open a ticket. If you can’t get in, first try the fixes in I can’t sign in. If nothing works, write to [email protected] from your account’s email address, giving your username.

Dedicated addresses

Some requests have their own channel, because they need precise details and declarations.

ForWrite toProcedure
Refunds and payments, if you can’t sign in[email protected]Refund policy
Removing content you appear in[email protected]Content removal
Copyright infringement[email protected]DMCA procedure

For refund requests made through a ticket, use the subject “Refund”: we reply within 24 hours and decide within 7 working days.

Frequently asked questions

How quickly does support reply?

Every ticket is read by a person on the team, in order of arrival, with urgent cases first. For refund requests we reply within 24 hours.

Can I contact Sweetly without an account?

Yes: for payments write to [email protected], for removals to [email protected] and for copyright to [email protected]. For everything else, the quickest channel is a ticket from your account.

Can I attach files to a ticket?

You can attach up to 3 images per message, in JPG, PNG, WebP or AVIF format. They’re useful to show an error or a screen.

The ticket says Resolved but the problem is still there: what do I do?

Reply in the same ticket explaining what’s wrong: the conversation picks up where it left off, with the full history.

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