HighriseHi Highrise friends, Over the past months, many of you have told us through tickets, Discord messages, and reviews that our support hasn’t met the standard you expect from a world you love. You were right. The previous support structure and the leadership guiding it let you down: tickets lingered, replies felt scripted, and real fixes took too long. Today, we’re hitting the reset button. What’s changing Brand‑new Player Experience (PX) Team. We’ve retired the old support org and merged Support and QA into one squad that owns every step of your journey. Damjan (@damshoe), a long‑time player advocate, systems thinker, and former Head of QA, leads the charge. This team is made up of people who live and breathe Highrise, and their single mandate is to deliver the experience you deserve. You’ll be hearing from them soon, and we’ll want to hear from you too. Fresh Help Center. We tore out the cluttered, outdated FAQs and rebuilt them from the ground up in plain language. The updated FAQs are already live at https://support.highrise.game/en/ and fully localized in every language we support, so you can find clear answers in your preferred language. Real answers, not scripts. Every PX agent is being trained to diagnose issues deeply, personalize each reply, and stick with you until the problem is resolved. Simple questions get quick answers; complex cases go straight to the right experts and receive thoughtful, human care. Proactive fixes. Because the PX team both tests new builds and talks to players, patterns surface sooner and bugs get patched faster. Our commitment to you We’re resetting support because you deserve better. Every interaction, whether you're decorating your room or filing a bug report, should feel fun, respectful, and friction‑free. If we ever fall short, let us know. We are listening and learning. Excellent support starts with a team that cares, and that’s exactly what we’re building. #support #hrsupport #playerexperience #pxteam