Support
Game support
The fastest way to contact us is in our Discord server. You can chat with us directly to make suggestions, request assistance with moderation, and get sneak peeks of what's coming next.
Please keep messages here to support and help questions. We love that you want to say "Hi," but those are better for our Discord where we can respond easier.
If your issue is regarding anything in-game or a ban, please add your Meta Username.
Plush support
Plush promo codes
If you have not seen the email within 1 hour of placing your order, please check the following:
- Spam folder: Check your spam folder for an email with subject "Yeeps promo code for order #{your order number}"
- Wrong email address: Double-check the email address on your order. Is it correct?
- Email inbox full: We're seeing that a few email are rejected because the email inbox is full. You need to clear emails out of it.
- No email given with order: If you placed an order with just your phone number, we can't send you the email with codes. Please use form below to ask us for help.
IRL Plush Timeline
If you ordered on Dec 1st, 2024 or after, the physical item won't begin shipping until May 2025 but you should have received the in-game plush already.
- All tracking information will be emailed to you once the plush has been shipped.
- Sometimes there are issues with shopify tracking saying item has been delivered, this is an error and there is currently nothing we can do to resolve it. Plush items will begin shipping in May.
IRL plush issues
If you find a defect with your plush, please email us with a description and a couple photos. We need to see the issue to understand if there's fix we can recommend or is an exchange seems in order.
Chargebacks
Any instances of scamming, fraudulent activity, or chargebacks will result in the permanent suspension of your or your child's Yeeps: Hide and Seek game account, in accordance with our Terms of Service. If you want to cancel your order, please contact us at Info@TrassGames.com and we will cancel your order and refund your money.
Please email only once
Please do not email or message more than once. We are going through emails from oldest to newest – as fast as we can.
We will be setting up a ticketing system soon and it will have some automation, but for now, it's all manual. Our support team is working long hours. Thank you for understanding that we're new to this and learning.