Dear Survivors,
To be able to submit a request you will need to login to your Free Fire game account first.
If you open Customer Service website in-game, you will be autologin to website.
If you use other browser (e.g. Google Chrome), you need to tap on SIGN IN and choose login option.
When you press on SIGN IN button login page will be shown:
NOTE: Only players linked accounts will be able to submit requests. If you use a guest account we recommend you to link it to one of the available options (link to FB, VK, Google, Apple or Twitter).
For players who lost their guest account and would like to restore it, we remind that the game data of the guest account is stored on the device itself and is not stored on our servers. If you lose your device or game data is deleted, there is no way for us to recover it.
We recommend to open Customer Service website in other available browser in following cases:
1. if you encounter issues with SIGN IN (login via FB, Gmail, VK, Huawei, Apple, Twitter) in game.
2. if you have issues with attachment while submitting the request.
Once you logged in the main page will be shown.
1. Tap on your Nickname and choose SUBMIT A REQUEST option from dropdown menu:
2. Choose your game client version (e.g. your region is Singapore):
3. Your Free Fire account UID and in-game Nickname are pre-filled, you cannot change the data in these fields.
4. Choose the type of request from the dropdown list:
NOTE: Our scope of support is limited to the issues listed above. Requests for issues not listed above and/or submitted wrongly will not be entertained.
Here's a brief guide on what to select as the type of problem:
1. Account Related Conern: Chose this option for Lost Password, Remove Multiple Login etc.
Please note that to change your login/platform, you can now do it yourself by binding a recovery email. Check this article for more information.
2. Negative Diamonds - if you encounter negative diamond restriction.
Before submitting a request for this type of issue you may check this article first: Negative Diamonds and Refunded Transactions
3. Game Concerns - if you wish to report an Abuse/Hacker Report, Event Issue or Technical Issue etc.
- Event Issue (Anything Event Related) - Missing or unable to claim reward, Event ended early or not started, Event page not opening etc.
- Missing Item (from Inventory)
- Player Report (Verbal Abuse/Hack) - If you wish to report another player for Verbal Abuse or Hack
- Technical Issue - If you are facing a technical problem (connection/matchmaking etc.)
4. Payment Issue - if you purchased an item and didn't receive it, the price of items or Airdrop is showing in the wrong currency/USD, and/or you didn't receive the Special Airdrop.
5. Bug Report - if you encounter issues with equipping character or item, not being able to use character skill or skill slot is not working etc. Please make sure to attach a clear Screenshot or Video proof of the bug.
6. Recovery Email Issues: Chose the appropriate option for recovery email related isues.
For details, refer to the below table
| Issue | Description |
| Forgot recovery email | User forgot recovery email |
| Recovery email changed/added by someone | • Account hacked and hacker added/changed recovery email without consent. • Account suspended due to use of hacks by the hacker so no action can be taken within 15 days Login platform (e.g., Facebook, Gmail) changed by hackers after binding their own recovery email successfully. |
| Can not access recovery email | • Recovery email was compromised or no longer accessible • Lost access due to device resets |
| Expired recovery email registered | Users bound a fake/expired recovery email and therefore can't get the verification code now to change or unbind. |
| OTP delayed or not received | OTP delayed or not received due to daily limit reached or any other error |
| Forgot security code | Forgot security code |
NOTE: To avoid delays in your requests, please ensure that you select the correct "Type of Problem" when submitting a request.
Our Ticket form will automatically ask for the required information for our Customer Service Team to assist you. Only requests with ALL the required information will be processed.
How to check my requests and replies from CS?
Tap on your Nickname and choose My Requests from dropdown list.
You will see all your requests here:
You may tap/click on the request and check the reply from CS.