Contact HLL Vietnam Hacks

Need a hand? The fastest way to reach us is our members’ Discord — there’s almost always someone around. If you’re not a member yet, email works fine too, and we answer pre-purchase questions with the same care as paid ones.

Support channels

We keep this simple on purpose. Two channels, both staffed by actual humans who know the product.

• Private Discord (members): the fastest way to get help after purchase. Loader issues, setup walk-throughs, quick questions between rounds — this is where staff and other members hang out. You get the invite in your account area right after checkout.
• Email — [email protected]: works for everyone. Pre-purchase questions, refund requests, account issues, anything you’d rather not post publicly. Slower than Discord, but nothing gets missed.

What we don’t do: phone support, off-hours live chat, or DMs on random social platforms. If someone claiming to be us contacts you outside those two channels, it’s not us — please ignore and report it.

What to include when you email

A little context up front saves a whole day of back-and-forth. If you’re writing about an order, please include:

• The email address you used to buy (we look up your account by that)
• The date of purchase (approximate is fine)
• Which tier you’re on (1-day, 7-day, or 30-day)
• The exact issue, in plain words — what you did, what you expected, what actually happened
• Any error text the loader or launcher showed you (screenshot or copy-paste, either is great)
• Your Windows version and whether you’ve installed anything unusual recently (new AV, new overlays, etc.)

You don’t need to have all of this — send what you can, we’ll ask if we need more. But those six lines usually let us fix things in a single reply instead of five.

How fast we reply

Honest expectations, no marketing fluff:

• Discord (members): usually minutes during active hours, sometimes an hour or two overnight.
• Email, weekdays: almost always within a few hours.
• Email, weekends: can stretch to 24 hours — still same day most of the time, but we’d rather set the expectation honestly than miss it.

If it’s been longer than 24 hours and you haven’t heard from us, check your spam folder first (our replies occasionally land there) and then send a follow-up. Sometimes an email just doesn’t arrive — it happens, and a nudge is welcome, not annoying.

Media & press inquiries

Writing a piece, running a channel, doing research on the private-cheat space? Email [email protected] and put [press] at the start of the subject line so it lands in the right queue. We’ll get back to you promptly. We’re happy to answer questions on the record about how the product works, our approach to safety, and the wider scene — within reason, and we won’t discuss technical internals.

Partnerships & affiliates

Interested in working together — content collab, affiliate arrangement, community partnership? Email the same address and use [partnership] in the subject. Tell us who you are, roughly what you’re proposing, and how to reach you. We read every one, though we don’t say yes to most.

Legal & privacy requests

Data access requests, deletion requests, or anything covered by our privacy policy or terms of service: email [email protected] with [privacy] or [legal] at the start of the subject line. We handle those requests directly — no forms, no runaround. Please write from the email address on your account so we can verify it’s really you before we act on the request.

For everything else — refunds, billing, account trouble, a key that didn’t arrive — regular email is fine, no subject tag needed. If you haven’t made an account yet and want to see what you’re signing up for, the sign-up page walks through it, and we’re always a message away if something’s unclear.