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Escape Scenario

Support

Start with self-service guidance, then send a privacy-safe request if the problem continues. Support requests are reviewed on business days.

Start here

Find the next step

Use task-first guides for preparation, live sessions, access, privacy, and common problems.

Open the Help center
Check service notices

Read posted notices and check what this device reports about its connection.

Open Service status
Use signed-in recovery

Open Help & recovery directly. The existing sign-in boundary will guide you if authentication is needed.

Open Help & recovery

Need help during a live event?

Keep affected tabs open and use the event continuity guide first. Support is not an immediate live-event rescue service, so be ready to move to the offline activity when the room cannot safely continue.

Open the event continuity guide

Choose the kind of help you need

Sign-in and account recovery

Use the existing authentication and signed-in recovery path. Do not send a password or magic link.

Open Help & recovery

Plan, pass, or access

Review Free access, room limits, and what a current access message means.

Understand access

Billing or policy

Ask about a billing record you already received, or read the controlling policy. A saved event shows whether an eligible purchase action is currently available.

Read the refund policy

Service availability or performance

Check posted notices first, then include the page, time, and visible error in a support request.

Check service notices

Privacy

Use the published privacy-request path for access, correction, deletion, appeal, or other privacy questions.

Read the Privacy Policy

Report a privacy or security concern

Choose a concern type before any critical guidance appears. Do not include another person's information or any secret.

Choose a report type

Report a privacy or security concern

Choose the situation that applies. Critical guidance appears only after you make a choice; nothing is detected or reported automatically.

What to expect

Self-service guidance may be available at any time. Support requests are reviewed on business days.

Escape Scenario does not promise phone support, round-the-clock monitoring, immediate live-event rescue, a service-level guarantee, or a specific response time.

Email Support

Send a privacy-safe request

Helpful details

  • The task you were trying to complete.
  • The page and approximate time of the problem.
  • The visible error message or error code.
  • Whether the problem affects one device, one event, or more than one person.
  • The redacted troubleshooting summary below, after you review it.

Never send

  • Passwords, magic links, access tokens, or secure room links.
  • Co-facilitator links or full payment-card or bank details.
  • Scenario answers, participant answers, or rankings.
  • Unrelated participant information.

Create a troubleshooting summary

Use this optional troubleshooting aid only after choosing Support or recovery. Create a privacy-minimized summary, inspect every line, and copy it only if you choose. Nothing is sent automatically.

Create the summary only when it will help with troubleshooting. Review every line before copying it.