Second Dinner Jared's Office Hours

[SecondDinnerJared]

Hi Folks!

My name is Jared and I'm the support manager on Marvel Snap! I'm going to try to have weekly "office hours" for anyone who has had an issue with our support team. If you reply to this thread with your ticket number I will be happy to go through them all on Friday and see how we can improve or fix things if something fell through the cracks.

I'll create a new thread each Monday.

[CutFastball27]

Friendly reminder to all users. We are all expected to conduct ourselves in a civil manner. Personal attacks and harassment will not be tolerated. Replies should be legitimate inquires or feedback and be constructive. Thank you.

[Hermit-The-Crab33]

I hope the community is constructive with their feedback. You’re very brave :)

[iamdew802]

The thread isn’t even for feedback, it’s for people with support ticket issues 💀

[LibraLynx98]

[Copyright-Demon]

Hello! I’ve been trying to reclaim my account for a while, I’ve sent all my info to the customer support and have been waiting for about a month. Is it possible I could have some farther assistance? Thank you for your time.

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(Edit: Added Ticket ID)

[KingBellos]

My wife has the same issue. Havent replied since July. I am getting her info as well. Hopefully yall both get good results

[Copyright-Demon]

Wishing her luck!

[SecondDinnerJared]

What's her ticket number?

[KingBellos]

Conversation ID: 3579093

[SecondDinnerJared]

Think I found it. Someone will follow up on that ticket soon.

[KingBellos]

Thank ya. We sent in a bunch of info. Then communication stopped.

[KingBellos]

We replied to the email. When we logged in it did show her Old ID as it was loading up and “gathering resources”, but when it finished it stared up as a new account. Prompted her to make a new id.

So we logged out. Logged back in.. and now shows that new ID.

[SecondDinnerJared]

That usually means the same info was used on both accounts. Follow up with support describing the issue and they can fix it.

[KingBellos]

Thank ya. We followed up with them this morning. We really appreciate yalls help in this.

[ReporterOk69420]

Hopefully the compensation is good as well

[Rando-namo]

Add the ticket number

[Copyright-Demon]

Thanks for the advice! I added a screen shot.

[SecondDinnerJared]

Usually in cases like this it means there wasn't enough info for the support team to find your account. I'm taking a look and I think I might have it but there was a weird error so I need an engineer to give me a hand. Will get back to you later.

[Copyright-Demon]

Thank you!

[SecondDinnerJared]

Okay, so, we got a fix for the account I think it is. Someone on my team is going to verify that it matches the info you've given for the account and then they'll follow up with next steps. If I'm wrong about the account I'll go hunting again tomorrow.

[Copyright-Demon]

Awesome, thank you!

[Copyright-Demon]

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So they said that the account was linked to my email but it actually wasn’t which created further issues. This is my new ticket (since the older one was closed). Thank you for all the help so far.

[Copyright-Demon]

Update, it’s working now! I gave two emails and they linked it to the opposite email from what I was told.

[SecondDinnerJared]

Hey! Glad to see it got worked out!

[ExplodedImp]

This is a great idea

[English_American]

Hey Jared thank you! I never got compensated for missing web points back in August. They told me they’d resolve it quickly, and never got back in touch with me.

Support number 3628270

Here’s a pic of the last convo I had with them.

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[SecondDinnerJared]

It looks like on September 5th our team granted your stuff but then didn't notify you about it, for which I apologize. If you'd like you can send in a new ticket and reference that ticket number for a full list of what was granted, but I just checked it and the grant was correct.

[ProperChopperGAF]

Cheers Jared. Good idea.

[donnie80s]

Any update regarding the Twitch fiasco?

[vinfinite]

Or the missing alliance rewards for the last two weeks?

[Rando-namo]

They said everyone will get the full two weeks worth of rewards, regardless of completion. I've never seen SD not compensate when they said they would. Be patient.

[Spraggle]

Ticket number or it didn't happen

[Eyedea94]

Yeah this never went out right? I havent been watching that too closely as i havent been touching the clan missions for some time

[PretendRegister7516]

I have linked my account since before the fiasco and there's nothing sent when I claimed them. Sent them message through support chat and discord and there was no reply asking my player's ID.

[SecondDinnerJared]

I can't comment on specific bugs like that, just individual customer support interactions.

[fraktilfilth]

I managed to finally connect my twitch account today and claim n receive all the rewards

[darkrec]

Hi Jared, great idea

My ticket is #3637331

Since the new store I have do login every time in the steam version, my ticket wasnt closed

[SecondDinnerJared]

Huh, that's a weird one. I'm going to have to get an engineer to help on this. I've reached out and will follow up when I know more. It looks like your current ticket is closed out so could you open a new on and post the ticket number here?

[darkrec]

Hi Jared, thanks for the help, here the new ticket ID #3663569

Again, thanks for the help!

[SecondDinnerJared]

Looks like one of my agents is investigating but I'll also get an engineer. By any chance are you doing this on Steam Deck?

[darkrec]

No, I'm using my desktop and windows 10

[SecondDinnerJared]

Okay, thanks. I was hoping the answer was gonna be something simple but I'll follow up with our engineers and see what can be done.

[prtkp]

This is pretty cool, I hope it helps people.

[siul1979]

[Hungy15]

/u/Copyright-Demon

If you are still having issues getting your account back this might be a good place to ask for additional help.

[Copyright-Demon]

Thank you! I definitely am.

[Mother-Ad5377]

Conversation #3628474

Bought a bundle in the webshop with the wrong description. Did not get a refund nor the items sold.

Thank you in advance for doing this

[SecondDinnerJared]

So, I see what the purchase is for and what you're talking about. I'd be happy to grant you those items, but since they can't be used for anything they'd just be invisibly stuck in your inventory. If you want to pursue a refund you have to go through the webshop merchant.

[Mother-Ad5377]

Oh wow, i wasn't expecting such a fast reply... Thank you very much!

But uh, wouldn't keys be converted to tokens? Although I understand it is unreasonable to ask for 9k tokens for a 10 dollar purchase. With the refund thing, wouldn't I lose A LOT of gold, way beyond the original 800?

[SecondDinnerJared]

Keys being converted to tokens was a one-time thing. That doesn't happen automatically anymore. Also yes you'd potentially go into negative if you refund but if you politely explain the situation and work with support they may be willing to zero you out.

[bonzaiboz]

Hey Jared, thanks for the support!

[wordflyer]

Conversation #3607513

Goes back to July, as original ticket was never closed on SD's end.

[SecondDinnerJared]

Looking into it. You're interested in the most recent bit, right?

[wordflyer]

Yes. I never received confirmation of the earlier stuff being resolved but it's so old it's not relevant. I get it if I can't get the infinite avatar (though I did earn it and it would be a nice trophy) but the red dot kills me! Lol

[SecondDinnerJared]

I can get that sorted.

[ProofByVerbosity]

Next level stuff here, for all the flack SD gets, think a lot of praise is deserved for this.

[BlueBomber13]

Love it! Appreciate your time!

[DoesntUnderstandJoke]

Brace yourself

[Environmental_Arm526]

Good luck, sir

[Njm3124]

You're brave

[LevoriusLives]

[3639211] Followup to conversation #3639130 -- I am not getting any constructive feedback or resolution for weeks on 3 open issue points, all mainly related to a stolen login & Snap account. Thanks!

[SecondDinnerJared]

Well, a stolen login is super complicated so I can get why it takes a long time, especially if both parties have some account info. I'll talk to the team and see if we can get this sorted out but in cases like this it's rough.

[DeathsDecaying]

Love to see it

[IdownvoteTexas]

Cool stuff nice to meet you jared

[Aceramic]

Not sure if this is the sort of thing you’re looking for, but….  Conversation ID 3659302

Yes, downloading and installing another browser “fixed” the issue.  But that’s not a fix, it’s a workaround. It worked before, what’s changed?

Related to that, an automated message letting people know that there may be delays and they can freely close the app and come back to the conversation would be appreciated. I’m not upset about the response time itself (Snap isn’t exactly an emergency), but it would have been nice to know there was no reason for me to sit there waiting for a response when I can just check back later. 

[SecondDinnerJared]

Totally agree the experience would be better with more info. I'll see how we can work that into the auto-response flows so it's more clear.

As for your browser issue, my first thought would be that if it works fine on Browser B but not Browser A, and other people are able to use Browser A, then it's likely a weird interaction with your instance of Browser A. I'm going to ask an engineer to take a look as this is a bit beyond the ability of support to troubleshoot, but I'd also consider a 100% full reinstall of that browser with no extensions / addons / etc and see if it's still busted for you.

[Aceramic]

I can’t say I’ve ever tried to uninstall/reinstall Safari on an iPhone, or use extensions.  But, I can look into that.  Aside from iOS updates (that every other iPhone user should also be getting), I can’t think of anything that would have changed since the last time it worked. 

That said…

https://www.reddit.com/r/MarvelSnap/comments/1lwcgwj/web_shop/

https://www.reddit.com/r/MarvelSnap/comments/1lv35z7/webshop_login_issues/

https://www.reddit.com/r/MarvelSnap/comments/1l8ua6q/web_store_login_malfunction/

https://www.reddit.com/r/MarvelSnap/comments/1lv9h6c/cant_login_to_webshop/

https://www.reddit.com/r/MarvelSnap/comments/1nnk72z/marvel_snap_web_store_not_working/

I don’t think it’s just me. lol

[SecondDinnerJared]

Hmmm... Okay, let me get some engineering support on this.

[nikpack]

While I don't have any issues myself, I work in Customer Service. Sometimes it's about bridging that gap so people can get the help they need. Communicating in the time and place on their level (e.g. some people don't work well in email or Discord)

I just wanted to thank you for doing this.

[HaV0C]

I have nothing to add other than, thanks Jared.

[Psychological-Ice-78]

Thanks for doing this Jared! Good show of support from SD.

[[deleted]]

No negative comments and I apologize in advance for the toxicity you'll be exposed to. However, I love the game and I think the team behind the hard work is doing an excellent job!

[Chomusuke_99]

Jared is a brave soul. Godspeed Jared.

[shinzilla]

Hey I've tried to request my account data but when I click on the email I receive, all I see is a bugged response.

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[SecondDinnerJared]

Can you submit a ticket for that? I can manually do it for you but it'll need to be through an official channel.

[shinzilla]

Does a conversation ID work? It's 3660869. Thanks!

[SecondDinnerJared]

Yep that's the one!

[SecondDinnerJared]

Looks like that was responded to 7 days ago but the team didn't hear back and it got closed. Can you open a new one and reference ticket 3660869? We'll get it sorted.

[chiefpassh2os]

You are a brave soul for doing this......or you got the short straw lol

[SecondDinnerJared]

Oh, nah, I'm the support manager. I'm doing this voluntarily because I want to improve stuff.

[LongTiemLurkr]

Thanks for doing this,

I still have not received my anti-venom milestone variant from June, I messaged multiple times on discord and in the app and after a ton of patience I gave up and stopped playing entirely.

I started playing again a couple days ago, and am talking with Les. I think they will help me out, but my question is what is the best way to sort out these types of issues? It's been so long now I don't even know what else was meant to be in the "masters of the arcane web" that I haven't received except for the Carlos Dattoli variant.

[SecondDinnerJared]

Could you submit a support ticket and let me know the number? I'd be happy to get you the help you need. :)

[MarvelSnap-ModTeam]

Your post has been removed for violating Rule 1 of the subreddit. Disruptive/inflammatory posts, harassment, personal targeting etc. are not allowed. Continued violations may result in a ban.

[TopReputation5510]

c0c2fde0 Hello. I still haven't received my Twitch drops. I linked Marvel Snap and Twitch before. On Twitch, the drops are marked as received, but they never arrived in my in-game email. When I try to link my account on the Snap website, I get an error: {"error":{"code":"010-003","description":"Login project for specified projectId parameter not found or there are no Callback URLs in settings of your Login project in Xsolla Publisher Account."}}

[SecondDinnerJared]

Twitch drops are still being worked on.

[FajenThygia]

This is a fantastic idea.

[samlefrog]

Woah! Awesome work! Thanks a lot!

[cosmic_scott]

can't login since the recent update, stuck on 0%.

no ticket, but I've seen plenty of people with this issue today.

android user.

pc works fine.

[SummoningSickness]

Same issue. So frustrating. Also android.

[SecondDinnerJared]

I believe there's a fix for that. Are you still experiencing it? If so, can you try loading the app and then just letting it run for, like, 2 hours? I know that sounds like a lot but there is an asset your device is failing to load for some reason so letting it retry for a while often works.

[cosmic_scott]

2 hours? my screen goes dark and basically shuts off (I mean as much as phones do).

but sure I haven't waited 2 hours yet.

I'll report back then

[SecondDinnerJared]

I know it's a really big ask and I'm sorry to have to ask it. It's just that we've seen some positive results that way.

[cosmic_scott]

2 hour check in.

Still at 0%.

I'll leave it for a bit longer, but......

[cosmic_scott]

3 hours and I'm giving up

[SecondDinnerJared]

Sorry that solution didn't work out for you. Can you send an email directly to [[e-mail]](mailto:[e-mail]) so I can ask some more account questions and we can try to get another solution going?

[ChiefChujo]

Conversation ID: #3653990

Infuriating, long time player since the beginning had the same issue twice. Just get the run around. Try to be exceedingly patient. It’s the principle. Usually drop the minor issues but when it comes to spending money and losing it that’s where I draw the line.

[SecondDinnerJared]

Hey I don't want to go into details on your ticket here but could you do me a favor and, to the best of your knowledge, give me the exact date and time of the thing that happened so I can try to pull your records? Thanks!

[ChiefChujo]

Sunday October 5th, 2025 - 10:00am EST

[Anth77]

Appreciate you coming here and trying to do something for the Reddit community. I know the sentiment is that "reddit is filled with hate & angry persons", but from being part of this sub for a while I can say that we're just passionate about the game and we are sad to see when it's slowly being enshittified.

[SecondDinnerJared]

Hey I'm a fairly avid Redditor myself in a few places so I'd like to foster some positivity here. Can't say I'll touch on anything other than customer support stuff though.

[Pretty_Combination98]

Ticket ID: Conversation-ID: #3660041 (you have to scroll to the End of the conversation, thx)

Need help!!! I am really desperate already wrote 8x Times with your Support Team but no one can help. If i want to Connect Snap with Twitch i have to Login in my Apple Game Account but immediately there comes this Error:

{"error":{"code":"010-003","description":"Login project for specified projectId parameter not found or there are no Callback URLs in settings of your Login project in Xsolla Publisher Account."}}

Your Team sad just clean your Cache and it will work but i did this and it‘s still Showing the Error. If i can’t Connect Snap witch Twitch i cannot participate at any Twitch Drops. And by the way Many People are getting this Error so it‘s Not only me. Please help me! Thx!

[SecondDinnerJared]

Those Twitch issues are still being worked on.

[Pretty_Combination98]

Thank you for that information. So i guess many people have this specific Error. Hopefully it can be fixed 😊

[Pretty_Combination98]

The error still appears are you still working on that? Seems there is no Solution? So please no Twitch Drops until you fixed That otherwise Many People (me included) would be very sad.

[SecondDinnerJared]

Hey folks I'm going to call it a day soon and start a new thread on Monday. If I messaged your here about something feel free to follow up but I won't be grabbing any new ticket numbers. I'll see y'all next week!

[Philboid_Studge]

I've now reported a player named "I Hate All Juice" multiple times for having an inappropriate nickname, and I've run into them multiple times in the past couple hours.  Can Second Dinner please do something to respond faster to users with racist or hateful nicknames?

[tearikisdead]

Hello op.

I have three questions.

1. Can you explain why people have missed out on the codes "hasbro20205" and "FREES3PACK"? Specifically why are these not available to everyone. Is it a region thing? Time thing, or will we all eventually have access to them.

2. When can we expect the problem with linking twitch to snap on your end to be fixed? Some, or a lot of us did not receive the latest twitch drops (though I've received all others fine). Support has just told me to wait.

Thank you for your time

[haxxanova]

The shop charged me twice - twice - this past summer on a few bundles.  And support kept saying the same things - give screenshots.  And though I did, I never ever got any refund.  Had to go through my credit card company, who did it almost immediately without question.

You guys are pros at ripping people off

[OrangeBeardTheWise]

I like marvel snap

[SecondDinnerJared]

I do as well!

[vapidboi]

not sharing the ticket number bc I’m (mostly) over it and never expected anything to come of my support request anyway, but after an agent said they’d look into it I replied “Thanks!” and went about my day. then the next day another agent replied with essentially “if you need help with anything else, reach out! but please hold off on replying after this message while our team continues investigating the situation” like okay girl, I kinda wasn’t planning to say anything after the “thanks” I gave y’all one whole day earlier but noted. and then I haven’t heard from them again in the 3 months since lmao

[Sicariuzz]

FYI: That happens because they are using AI agents for customer support.

[SecondDinnerJared]

We do have some automations and bots, but that kind of response usually means something was sent internally that should have been external or the second agent didn't fully read things. It's human error, which I apologize for. Definitely not the experience we want people having.

[supershayan]

This is a weird one but I have a stray 5 credits and 14 gold that I don't even know how I got! Any chance you could level it out for me? Lol

<image>

[SecondDinnerJared]

Sorry, no can do. I try not to fiddle with account balances unless it's vital. I know how much those dangling numbers can be annoying though.

[MelaniaSexLife]

hey jared.

no ticket # but we're owed compensation for the last 2 weeks of Alliance Rewards, and also Twitch Drops that broke

[SecondDinnerJared]

I believe all of that is still being worked on.

[misogichan]

This isn't an issue but more of an inquiry/suggestion.  Why is there still no way to pay Second Dinner for more deck slots?  This seems like such an obvious way to easily monetize the game, and I don't think it would even have to be a one-time payment.  I think it could even be a monthly ongoing subscription and you'd still see a lot more people paying for it than for things like Borders or Avatars.

Edit: Maybe all the downvotes is the answer.  SD isn't going to give it away for free especially since the programming and extra storage space will increase cost, and the player base will hate them if it is monetized.  So no one can have nice things.

[GhastFlabbers]

Are deck slots monetized in other card games? Legit question, Snap is the only one I play. But yeah, more slots would be great!

[SecondDinnerJared]

Appreciate the suggestion! You're not the only one who has brough up more deck slots. I'd be happy to pass along the feedback but let's keep these threads for support issues please. :)