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PlayFab offers a range of support options designed to meet the needs of developers across various stages of development and account tiers. Whether you're just getting started or actively managing a live title, you can access support through public documentation, community discord, or direct technical assistance. Support availability is based on your account plan, with higher tiers offering expanded access and faster response times. Customers may upgrade their plans to unlock additional support features.
Support Offerings Overview
| Support Channel | Description | Available To |
|---|---|---|
| Documentation | Public API reference, tutorials, samples, and feature guides. | Open to all |
| Discord Community | Community-based support and discussion forums via Discord. | Open to all |
| Account Help | Direct support for non-technical administrative issues | Open to all PlayFab Developers Accounts |
| Support Tickets | Direct support for technical issues and service implemetation questions. | Standard Plans and above |
| Emergency Escalations | Fastest incident response for service-impacting emergencies. | Premium Plans only |
Support Offerings
PUBLIC DOCUMENTATION
Purpose: Use the PlayFab documentation to view service offerings, API functionality, and how-to guides.
Minimum Required Account Plan: No account needed, open to the public.
How to access: To view PlayFab documentation, see PlayFab Documentation.
PLAYFAB DISCORD FORUMS
Purpose: The PlayFab Discord Forums provide community based product support. Use the PlayFab category and channels to check on service status, post questions, share answers, and discuss the PlayFab product experience. Connect with the PlayFab developer community and stay informed about platform updates.
Minimum Required Account Plan: No PlayFab account is needed to post, view, or engage with the community.
How to access: The PlayFab Discord Forums is accessible via a free Discord account. Start by following this invite to the Microsoft Game Dev Server and opting-in to the PlayFab channel during the onboarding flow: PlayFab Discord Forums.
ACCOUNT HELP
Purpose: Use PlayFab Account Help to submit non-technical inquiries related to account access, billing, plan management, sales, or other administrative support.
Minimum Required Account Plan: PlayFab account is needed. Available to all PlayFab developers, including free-tier accounts.
How to access: PlayFab Developers can access the Account Help page in Game Manager.
- Log in to PlayFab.com.
- Navigate to the Studio-level "..." section (ellipsis menu).
- Select Account Help.
- Complete the request form by selecting appropriate Problem Type and Sub-Type fields with description of the problem.
- Submit the ticket. Expect a response within 3 business days.
Note
To streamline support access for effective issue resolution, PlayFab has updated its support experience across both PlayFab.com and Game Manager. This includes the deprecation of the “Contact Us” form on PlayFab.com, introduction of the Account Help support for all PlayFab developers. For login-related issues, please use the self-service account recovery flow provided through Microsoft Entra ID.
SUPPORT TICKET SUBMISSION
Purpose: Use support tickets to understand how to use a particular PlayFab feature, or to request help with a technical problem, or to report a bug. Customers with paid accounts may submit support tickets directly to the PlayFab team through the "Contact Us" Page in Game Manager. Customers will receive a response within 1 business day.
Minimum Required Account Plan: Standard Account Plan
How to access: Qualified accounts can access the Contact Us page in Game Manager:
- Log in to PlayFab.com.
- Navigate to the Title Overview page of the title needing support.
- To access the help menu, select the ? in the top right navigation bar.
- Select Contact Us and fill out the support form.
EMERGENCY ESCALATIONS
Purpose: Provides 24/7 access to PlayFab's on-call engineering team in the event of critical service-impacting issues. This provides fastest incident response time to customers during emergencies.
Note
Emergency escalations should be used sparingly and only in the case of high-impact service errors or outtages.
Minimum Required Account Plan: Premium Account Plan
How to access: Qualified accounts can use the emergency escalation option via the Contact Us page in Game Manager:
- Log in to PlayFab.com.
- Navigate to the Title Overview page of the title needing support.
- Select the ? in the top right navigation bar to access the drop-down menu.
- Select Contact Us to access the form.
- The Emergency On-Call Alert option will display automatically if eligible after completing the Problem Type and Sub-Type fields.
- To submit the ticket, select Yes.
To learn more about upgrading to a paid account plan, see Account Upgrades and Title Launches.