Facebook Games

Facebook Gaming Support for Managed Developers

Facebook Gaming Managed Partners have access to the following support channels (in addition to the support resources available to all developers):

  • Platform Bug Reporting tool: Use this tool to report technical issues. Your partner manager can also file an internal ticket on your behalf.
  • Direct Support tool: Use this tool to ask implementation questions about integrating with the Instant Games platform.

To optimize resolution time, all Instant Games developers in the Approved Partner Program must use the Concierge Support service as the first step to resolve any non-technical issue.

Platform Bug Reporting tool

Managed developers can ask their partner managers to file an internal ticket on their behalf. However, we recommend that all developers instead use the Platform Bug Reporting tool for the following reasons:

  • The Platform Bug Reporting tool is privacy-safe and has built-in features to protect personally identifiable information (PII) and other sensitive information such as access tokens. Internal tasks do not have this protection.
  • Facebook provides the same response time for external tools that we provide for internal submissions. Submitting a bug through your partner manager will not reduce our response time.
  • If you do not want to create a public bug report, you can make your report private by selecting Make this report nonpublic before submitting it.

Direct Support tool

Managed developers can use the Direct Support tool to ask questions about integrating with the platform. While the Platform Bug Reporting tool is strictly for reporting bugs, developers with access to the Direct Support tool can also ask implementation questions.

To access the Direct Support tool, navigate to the Contact Us section of https://developers.facebook.com/support and click the Direct Support button.

To submit an implementation question, click the Ask a Question button on the Direct Support page and then fill out the form.

After you submit your question, you can use the Direct Support tool to track status and communicate with Facebook support.

See Also