Escalation should feel clear before the room feels uncertain. When something goes wrong, the fastest helpful response comes from clean reporting: classify the severity, protect any private-home details, and contact the right channel without delay.

1) Severity Ladder

Use these classifications to help PokerMeet support triage urgent issues effectively.

• CRITICAL: Safety threats, physical danger, address leaks, or major data exposure.
• *Action*: Call local authorities first. Contact support immediately after safety needs are handled.
• HIGH: Service outages (Login/SMS), approvals failing broadly, or suspected underage use at a table.
• *Target*: 1 hour response.
• STANDARD: Single-user functional issues (verification stuck, individual event bugs).
• *Target*: Same-day response.
• LOW: Copy/UX confusion or minor non-blocking bugs.
• *Target*: Backlog or next business day.

2) Reporting Requirements

A useful report provides context and evidence without compromising privacy.

• What to include: Event IDs, approximate timestamps, involved user handles, and a clear description of what happened versus what was expected.
• Private-Home Rule: Never email full host addresses. Use Event IDs or redacted screenshots. Protecting the physical privacy of homes is a requirement even during incident reporting.

3) What PokerMeet Does Not Handle

To keep the network healthy, understand the boundaries of platform support:

• Financial Disputes: PokerMeet does not settle disputes regarding money or stakes.
• House Rules: Support will not adjudicate disagreements over host-specific house rules unless they violate safety or age standards.
• Public Reposts: Do not use support to "call out" hosts publicly. Report issues privately to allow for proper investigation.

4) Contact Information

• Support Portal: [/support](/support)
• Email: hello@pokermeet.org