How to open a request — what to prepare
To resolve your issue in one go, open the chat above and send the details from this checklist. The fuller your request, the faster the developer's answer.
First, send the product link from the site — that way we immediately understand which product and developer you mean.
Step 1. Show the problem
Send a screenshot of the error or a short video of what happens on your screen.
Step 2. System check
We need to confirm that your Windows is suitable and that there are no conflicts. Choose a convenient way:
Option A — fast (recommended). Run the compatibility checker file that we will send you right in the chat. It is a safe script: it automatically checks the Windows version and the presence of interfering anti-cheats (FaceIt, Vanguard, etc.). Just run it and send us a screenshot of the result.
Option B — manually (if you don't want to run the file). Send 3 screenshots for a manual check:
- Programs list — Control Panel → "Programs and Features". We need to confirm that extra antiviruses and anti-cheats have been removed.
- Windows version — press Win+R, type
winverand take a screenshot of the window. - Defender — a screenshot of the settings confirming that "Real-time protection" is turned off.
What happens next
Right now your data is analyzed and forwarded directly to the software developer.
- If the data is complete — the developer immediately sees the cause of the error and gives a solution, and we forward it to you instantly.
- If clarification is needed — our operator will ask follow-up questions to build the full picture for the developer.
Result: you get the final answer exactly when we receive confirmation from the product's creator. This guarantees accuracy.
Working hours
We try to be available 24/7, but early in the morning the developers and part of the team may be asleep. If you write at that time, the reply may take a bit longer. Don't worry: your request won't be lost, we'll reply as soon as we're online.
Common requests and SLA
- Access not received after payment — open chat, have your DigiSeller order number ready (from your email). Response in 1–10 minutes.
- Software won't launch / crashes — attach a screenshot of the error. The solution is usually in the first reply.
- A specific module does not work (e.g., maphack stopped) — describe what you enabled and what you saw.
- Refund request — provide your order number and reason. Conditions are on the Guarantee page.
- Transfer subscription to another account — write in the chat with an explanation and a payment-confirmation screenshot.
- Personal data deletion request — leave a request in the chat marked "Privacy request". Response within 30 days.
Phishing protection
Official Umbrella·Dota support will never ask for: your Steam password, Steam Guard / Mobile Authenticator code, bank card PIN, or a link to install an "updated" loader via direct messages.
If anyone requests this on our behalf — it is a scammer. What to do:
- Do not reply and do not follow links.
- Take a screenshot of the conversation.
- Open the chat on this page — send the screenshot, we will verify and block the scammer.
- If you already clicked a phishing link — immediately change your Steam password and enable Steam Guard.
More details — article "How to tell a fake Umbrella".
FAQ
How long does a chat response take?
Average time — 5–10 minutes. Most standard requests (activation, access recovery) are resolved in the first reply. Complex cases are escalated to a specialist and may take up to an hour.
Is there phone support?
No. All requests go through the online chat on this page, to remain timezone-independent and maintain a written record.
What if the chat doesn't load?
Check your ad blocker (AdBlock, uBlock) — it may block the talk-me.ru widget. Add the domain talk-me.ru to exceptions or temporarily disable the blocker.
How to propose cooperation or advertising?
Write in the live chat on this page marked "cooperation" — we'll forward it to the responsible manager. Response within 3 business days.