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Customer Experience

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  1. With the current Twitch Contact Us form users are immediately redirected off the form when an assumed applicable category is selected instead of providing a link to it.
    This disrupts the user's attempt to file an inquiry while selecting a category that may/may not fit what they're seeking help on since current categories are unclear.

    Remove the auto redirecting of the contact form so users can use the form as they intended, to file an inquiry.

    56 votes

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    5 comments  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →

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  2. There needs to be a Live Chat support feature or more conversation with a human person. I've literally have had my account hacked and can prove it if only to run around with an automated response 2 days later of no conversation and finally not even a notification of a "resolved" on my case. Literally no communication on Twitch's side to look at things. I just need to understand why things are with some explanation that is not mechanic.

    95 votes

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    15 comments  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →

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  3. The Help Portal Contact Us page does not allow Twitch users to report actual software issues with the website.

    For example, I have encountered a bug on the main website Twitch.tv homepage. There are no options in the Help Portal that allow me to submit this bug report. The relevant options either lead me away to separate web pages when I try to fill in the form and select categories, or the sub-categories simply DO NOT EXIST.

    This is baffling. How am I supposed to submit a bug report?

    38 votes

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    4 comments  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →

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  4. It would be good if the ticket case number is specified when sending an email requesting to complete a survey to find out the user's satisfaction. In a situation in which a user sends several tickets, when receiving this email there is no specific knowledge about which ticket it refers to. Adding the case number to this email and/or its subject would be very useful. (This kind of mail https://i.imgur.com/SnxL9BS.png )

    5 votes

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    0 comments  ·  Email Support  ·  Flag idea as inappropriate…  ·  Admin →

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  5. If you look at 99% of company support Twitter pages, all of them have their DM's open as a way to allow issues to be aired/resolved. Twitch falls under the 1% that doesn't have DM's open. I think (and pardon my french) this is an asinine decision that should be rectified ASAP. A lot of users are being banned out of the blue and twitch is radio silent, these people do this for a living and should have a way to ask what's going on - opening Twitter DM's for the support page would be an incredible and humongous step…

    34 votes

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    2 comments  ·  Twitch Support Twitter  ·  Flag idea as inappropriate…  ·  Admin →

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    Opening DMs is something we hope to do in the future, but at this time, it’s not currently possible.

    Please understand, however, that support is not involved with suspensions or safety decisions, so we would not be able to assist with any of those issues.

    Users who are suspended are able to file an appeal to learn more about their suspension and request review. Instructions on how to do so are included in the suspension email.

  6. i had to google how to post user feedback so yeah thats not good makes you look like you cant handle it. your new ui sucks cause I'm not an image guy so i cant find the people Ive superscribed to unless i type in their name in the search bar.... not good for dyslectic people who cant type word you jerks....

    5 votes

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    1 comment  ·  UserVoice  ·  Flag idea as inappropriate…  ·  Admin →

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  7. Have a way for users to submit complaints and have actual response timescales. Currently customer support appears to have no standards and “we can’t provide any insight so I’m closing your ticket” to a reported bug seems to qualify as an appropriate response nowadays.
    Fix your bugged twitch drops system as stuck progress bars seems to be an ongoing issue for years over many different campaigns.

    4 votes

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  8. 2 votes

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  9. I was recently banned for my username, I think it’s a fair ban although the word in my name is tos friendly. I posted my appeal about a week ago. Today my friend tells me she was banned for having the same word in her name, she was watching twitch while it happened, she was told to change it, she did, immediate unban. Not only am I confused with your system of determine who gets a second chance or not but your “appeal portal” doesn’t give me any information except the date I was banned and reason. One person can…

    1 vote

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    1 comment  ·  Email Support  ·  Flag idea as inappropriate…  ·  Admin →

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  10. I'm a viewer who was enjoying the broadcast on Twitch.
    I remember what Twitch said when adding Hottub streaming to the category.
    You mentioned,
    "being found to be SEX_Y by others is not another rules, and Twitch will not take action again, or any one on our service, for given attention."

    But I don't think this standard applies equally to all streamers.
    it's generous to 'Big' western streamers and is applied harshly to relatively small channels.
    In particular, many female streamers who use dance as their main content are suffering damage, such as being intimidated by these ambiguous…

    4 votes

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    0 comments  ·  UserVoice  ·  Flag idea as inappropriate…  ·  Admin →

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  11. Real example: I submitted a support ticket in April 2021 asking for guidance on if it was okay to stream from a location. 4 months and 2 follow up emails later, no response from Twitch. I had to create a second support ticket referencing the first ticket number in the subject line. 2 separate follow ups on that second ticket, and finally I get a response from a human Twitch employee. The problem that caused the first ticket to go unanswered: "It seems the original ticket was submitted under the wrong category, this may be why you did not receive…

    12 votes

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  12. So, first of all, your help system categories are *, hire people who can help you with that.
    Second, my account is set to "English - UK" hire people who can make sure I don't get served ads in *
    *** French.

    Can't be that hard.

    3 votes

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  13. One is not able to easily get to user voice via Twitch. It behaves like a third party and requires a separate website and permissions? Why not have User Voice more incorporated and able to be found under settings or help sections on Twitch instead? Most people, viewers or streamers dont even know this exists..

    2 votes

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  14. I cannot find feedback submittal in the main Twitch page and had to Google it.
    It'd be better if it was an option in the three dot dropdown submenu list next to Browse.

    3 votes

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  15. I received a suspension and made a ticket 2 months ago. No response. Does it really take over 2 months to respond? Like even an automated response? Really?

    I made an appeal about a month ago, also no response. I really have no clue how I am supposed to get help. Like why do you even have a support site? There is nothing helpful or supportive about it! No humans view your tickets. Just literal automations that copy and paste useless information.

    1 vote

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  16. Faster Customer Support waiting for Account getting unbanned since 4 Weeks and no Respond to my E-Mails

    1 vote

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  17. https://help.twitch.tv/s/article/twitch-chat-badges-guide
    This help article needs an update to reflect:
    - New gift badges
    - Bit Badges over 1M (yes they exist)

    1 vote

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  18. The support person who wrote to my e-mail address berkumur45@gmail.com. Whoever it is, fire them as soon as possible. I wanted to get my 404drug account back. I forgot my password. I submitted a ticket to Twitch Support as I got a verification failed warning when I wanted to get my account back with my phone number. A response was made, but he said that although he gave all the information, it was not proven that I was the owner of the account. I told him what other information I could give him. He closed the issue and said…

    2 votes

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  19. Could we get a live support system for streamers? Or a support platform where we can follow up on our submitted ticket?
    As a streamer i've been a victim of trolling and as a result i got a ban of a week. I had no opportunity to defend myself in that matter and i had to guess what i did wrong. I've submitted an appeal, but after more than a month still haven't received an answer.
    There is a large group of people tricking streamers into saying things and then report them for no reason. I know a couple of…

    1 vote

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  20. I think it would be a good idea to create a discord server for the Twitch community, here Twitch staffs can give news about the updates and events. People can make questions, suggestions and look for help, not only to staffs but also to the rest of the users both viewers and streamers. The main idea is to create a common place for everyone and undo that feeling that someone great, known or famous, is far from our reach.

    14 votes

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