<Server-Info>
Server: Aspect (1245284198261063762)
Channel: ticket-appsupport-margot09533 (1508099500080763023)
Ticket Type: APP_SUPPORT
Ticket Owner: 1426115270929285242
Created: 5/24/2026, 1:29:00 PM
Locked: no
Claimed: 1012012939315789865
Messages: 18

AI Ticket Summary

Summary — App Support ticket for user 1426115270929285242 (margot09533) Issue: - User reported that multiple character DMs stop responding (they “end” with no reply). Problem affects every character and both existing and newly created conversations. Started earlier the same day and persisted for hours. User troubleshooting already performed: - Cleared app cache - Uninstalled and reinstalled the app - Switched Wi-Fi and used mobile data (different networks) - Deleted individual chats and created new ones - Confirmed the app is up to date (no App Store updates available) Staff actions: - rimor requested scope details (new vs existing conversations, affected characters) and suggested trying a different connection. - destructively__ asked clarifying questions (whether chats end or are slow), confirmed the user had already tried the main troubleshooting steps, and escalated the issue for further investigation. Outcome / current status: - Staff escalated the issue for deeper investigation. destructively__ indicated they would close the ticket for now and asked the user to react with ✅ to acknowledge and reopen the ticket once there’s an update. - No technical resolution documented in the ticket transcript. It is unclear from the transcript whether the user confirmed the closure reaction. Important technical details: - Problem affects all character DMs (not limited to one character) - Occurs on both new and existing conversations - Common local fixes (cache clear, reinstall, network change) did not resolve the issue - App is reported fully updated If you need follow-up: confirm whether the ticket was reopened or provide logs/diagnostics (device model, OS version, app version, timestamps of failed messages, any error messages) so engineering can investigate.

This is the start of #ticket-appsupport-margot09533 channel. Hello @Margot! Thank you for opening a **App Support** ticket.
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Thank you for your patience and cooperation! Multiple character have stopped responding in dm’s. I’ve tried to clear cashes and delete and then reinstall the app but it’s still happening. It’s not just one character but multiple. It’s been hours Hey @Margot,

I see you’re having trouble with your DMs, and I’ll do my best to help.

Since you’ve tried most of the troubleshooting steps, could you let me know if the issue only affects existing conversations or if it also affects new ones? If possible, please try using a different connection to see if it resolves the problem (like mobile data, or a different wifi connection).

Please let me know how it goes. 🙏 I’ve tried switching WiFi connect and using my phone date but it’s still the same result. It’s both new and old conversations I’ve tried switching WiFi connect and using my phone date but it’s still the same result. It’s both new and old conversations How long has the issue been happening? Is it with every character, or just specific ones? It’s been happening all day today. It’s every character I have a dm conversation with @Margot
Ok, so the chats ended or is it slow to respond? Need to know before I ask aspect. They end. No respond at all They end. No respond at all Can you delete one of the chats and message it again? One that you don’t talk that much, if possible. I’ve tried that also but with the same result. I even tried message a new one with the same result I’ve tried that also but with the same result. I even tried message a new one with the same result Your app is updated correct? It’s fully updated. There no update in my App Store Confirm before I escalate this issue!

- Unistalling and Installing back
- Clear cache
- Turning off WiFi and connecting data
Didn’t work correct? Correct didn’t work I will escalate this issue now. 🙂 📢 @Margot your ticket has been escalated to our team for deeper review. This ticket will be closed soon while the team looks into your issue in more detail. @Margot
React with ✅ to the message above if you understand that this ticket will be closed now and reopen once there’s an update on the issue.
Exported transcript automatically when the ticket was closed.
Top participants:
7 - @margot09533#0 (1426115270929285242)
7 - @destructively__#0 (1012012939315789865)
2 - @Aspect Assistant#2405 (1479500542832021527)
2 - @rimor#0 (160655903031427072)