New Support System Guidelines
Welcome to the new LSports Support Center! We have upgraded our support platform to provide you with a faster, more transparent, and efficient service experience. This guide will help you navigate the new portal and get the most out of our support channels.
Knowledge Base
Empower your experience. Our extensive Knowledge Base is designed to answer most of your questions immediately. Please note that for security reasons, some technical guides and articles are visible only to logged-in users. You can search for relevant articles at any time using the search bar on the homepage or by navigating through the product categories.
Contacting Support
We offer several channels to get in touch, tailored to the urgency and type of your inquiry.
1. The Support Portal (Submit a Request)
This is the recommended channel for complex technical issues, data reports, or detailed inquiries.
Log in to the Support Portal at: LINK
Click the "Submit a request" button at the top right.
Fill out the ticket form. We have updated the form fields to ensure your request reaches the exact right team immediately.
Key Fields in the New Form:
Affected Product: Select the relevant product (e.g., TRADE, Hyper Livescore, etc).
Category: Choose the general issue category (e.g., Missing Data, Connectivity Issues, Settlement).
Issue Type: Select the specific sub-issue to drill down further (e.g., Missing Event, Wrong Score).
Priority: Indicate the urgency level (Low, Normal, High, Urgent).
For Data/Fixture Issues:
Fixture ID: Mandatory for match-specific issues.
Fixture Stage: Select the current stage of the match (e.g., InPlay, PreMatch).
2. Live Chat
For quick questions or immediate assistance, use our website chat.
Click the Chat Widget icon at the bottom of the screen.
Our smart bot will assist in routing your query or connecting you to a live agent.
For Urgent matters, the system allows for a quick escalation to a human representative.
Tracking Your Requests
You can track the status of your tickets in real-time via the portal under "My Activities" or "Requests". The new system offers full transparency regarding the ticket lifecycle:
Open: Your request is currently being handled by our support team.
Awaiting Confirmation: We have resolved the issue and are waiting for your confirmation that everything is working as expected. (Please note: Tickets in this status will automatically close after 24 hours if no reply is received.
Pending Customer Reply: We are waiting for more information from you to proceed.
Solved: The issue has been resolved, and the ticket is closed.
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