The SWEATEMPLE team handles support requests, platform feedback, and general enquiries through structured channels designed to get issues resolved efficiently.
Support Requests
For technical issues, account problems, claim troubleshooting, or platform bugs, the fastest path is through the support section. Most common issues are covered there with step-by-step resolution guidance.
If the support section does not resolve your issue, submit a detailed support request including:
- Your platform account email address
- A description of the problem
- Steps you have already taken to resolve it
- Your browser version and device type
- Screenshots of any error messages
Detailed reports get resolved faster. Vague descriptions require back-and-forth that slows the process.
Account and Claim Issues
Account recovery, wallet connection problems, and claim activation failures are the most time-sensitive issues. When submitting a request about these topics, include:
- The wallet address associated with your account (if applicable)
- The type of credential you are trying to claim (public sale, invite code, referral)
- Any transaction hashes from attempted claim actions
- The approximate date and time of your most recent attempt
The team prioritises account access issues because they prevent riders from using the platform entirely.
Feedback and Suggestions
Rider feedback shapes platform development. If you have suggestions about ride modes, session design, marketplace features, interface improvements, or content topics for the journal, submit them through the contact form. Feedback is reviewed regularly and informs product priorities.
Specific, actionable feedback is more useful than general sentiment. “The recovery window between intervals in advanced Cyclum sessions feels too short for the resistance level” is far more actionable than “the sessions are too hard.”
Partnership and Collaboration Enquiries
For questions about hardware compatibility partnerships, content collaborations, ecosystem integrations, or other professional enquiries, reach out through the contact form with a clear description of the proposed collaboration and your organisation’s background.
Response Expectations
Support requests are typically acknowledged within 24 to 48 hours during business days. Complex issues involving blockchain transactions, wallet recovery, or disputed marketplace activity may take longer to resolve.
Feedback submissions are reviewed in batches and do not receive individual responses unless the team needs clarification.
Before Contacting Support
Check these resources first - they resolve most common issues without a wait:
- FAQ for structured answers to frequent questions
- Support for step-by-step troubleshooting
- Claim for activation process guidance
- LIT Bike for hardware setup help
Using these resources before submitting a request often resolves the issue immediately and saves time for both you and the support team.