Our goal is to make match day the best experience. Unfortunately, issues may occur. This guide provides the steps for common match day reported concerns. It is important to give as much information to help efficiently solve your reported issue. In this guide we review how to report the following issues:
Interaction Policy
In order to provide the best assistance possible, we expect users that are reaching out to be respectful to our representatives and League Officials as they help answer your questions and concerns. Please review the full PlayVS Support Interaction Policy available here.
Match Results
Match is quarantined
Matches are ‘quarantined’ due to complications with in-game names, accounts, or match creation.
Common issues for matches:
Incorrect or unlinked player in-game name. Check that each player has the correct in-game name linked to PlayVS. Confirm that the PlayVS linked account is the account the player used to log in for match time.
Roster updated after match start time. Substitutions after the scheduled match time may cause the match to become quarantined. Confirm that your roster is aligned with the players who participated in the match. To check your roster, go to your match panel.
Find more information in our Substitution Guide.
If you cannot resolve the issue on your own, submit a ticket with the team names and results, including screenshots for each game.
Match has no results
If your match results are missing, submit a ticket with the team names and results, including screenshots for each game. A PlayVS League Official will review the results submitted by both teams and update match details accordingly.
PlayVS Tip: Utilize a team leader to take screenshots for each game. If you have an issue with a match or results, we will review screenshots to process the issue.
No game invitation or match join code.
Game invitations are based on in-game names linked to the player dashboard. Follow the game-specific instructions below before submitting a ticket.
League of Legends:
Check the PlayVS account and Summoner Name in the ‘Game Connection’ section.
Check the Summoner Name in the game client.
Log out and back in for both the game client and PlayVS.
If this is a last-minute roster change or if the game lobby states “Game Disbanded,” have another player send a lobby invitation or game code via a messenger.
PlayVS Tip: Check for weekly updates at least one hour prior to match time. Some game clients take longer to update.
If you are still having issues, submit a ticket with the player name and account and esport.
Behavior
If you are reporting behavior, submit a ticket with the team names and results, including screenshots for each game. Clearly explain the situation and misconduct. Refer to the specific rules or code of conduct violations being reported in the description box. The reporting team or coach may not receive information on the Disciplinary Team’s ruling.
Spectator
Spectating is allowed for some titles. Check your game's rulebook for specific instructions on spectating rules. Spectators will join the matches as a spectator and use a time delay. If you are concerned about a spectator, submit the team name and spectator account information.
Stats
Stats specific to each title are tracked for both individual players and teams. If upon reviewing game results you feel a stat is incorrect, report the issue and a PlayVS League Official will review your concern.
To submit a ticket:
Report the individual player or team name.
List the teams in all the reported matches.
Explain the displayed stats and what the stats should be in the description box.
Attach any screenshots or evidence.
Standings
Standings are a team’s rank based on wins and losses. If upon reviewing game results you feel a team’s record is reflected incorrectly, report the issue and a PlayVS League Official will review your concern.
To submit a ticket:
Send the team name.
List the teams in all the reported matches.
Explain the displayed standing and what the standing should be in the description box.
Attach any screenshots or evidence.
Emergencies
Emergencies are related to natural disasters, accidents, or other unanticipated issues. If you are having an emergency, please contact us with specific information so a PlayVS League Official may determine the best course of action.
To submit a ticket:
Provide a description of the emergency.
Send the teams affected.
State whether the match needs to be rescheduled or forfeited.
If the match was played, attach any screenshots or evidence.
V.2.1.2
V.2.1.3 - Removed references to RL & SMITE Invitations
V2.2 - 10/4/21 // Added link to substitution guide
V2.3 - 2/1/22 // Anchor updated for no game invitation
V2.4 - 2/2/22 // Spectating clarified
V2.5 - 1/24/23 // Added interaction policy