Email support@rnkdapp.com from any device. We answer every message, usually within two business days.
If you can already sign in, Settings → Contact Support in the RNKD app is faster: it files a ticket attached to your account, so we can see the tournament, team, or payment you're asking about without a round trip.
Please include your username and, where it applies, the tournament name and date. It's the difference between a same-day answer and three emails.
RNKD accounts are created with an email address or with Sign in with Apple. If you signed up with Apple and can't get back in, use the same Apple ID — an account made with Apple has no separate password to reset.
Your username is what other players see on brackets and leaderboards. It's chosen when you create your account; if you need it changed, email us and we'll do it for you.
If you'd rather your real name stayed private, turn it off under Settings → Privacy — other players then see your username everywhere instead.
Password changes and your sign-in method live under Settings → Account Settings.
You can delete your account yourself, from inside the app: Settings → Delete Account. No email to us, no waiting on a reply.
Deletion is permanent and cannot be undone. It removes your profile, sign-in, saved payment methods, and personal details. Some records have to survive it — completed match results, tournament standings, and payment records we're required to keep — but they are detached from your identity rather than kept against your name.
Withdraw from any upcoming tournaments and cash out any wallet balance before you delete, since both go with the account. If you have a balance you can't withdraw, email us first and we'll sort it out.
If you've uninstalled RNKD or can't sign in, the Delete Account page has an email path that needs neither. Full detail is in the Privacy Policy.
Entry fees are charged when you register, through Stripe. RNKD never sees or stores your card number.
If an event is cancelled — by the organizer or by us — everyone who paid is refunded automatically, in full, to the card they used. You don't need to ask.
If you withdraw from an event that's still going ahead, what comes back depends on how far out you are: withdraw well before the start date and you're refunded in full, closer in you receive part of it, and very close to the event nothing is returned — the organizer has already committed to the venue by then. The exact amount is shown in the app before you confirm the withdrawal, so you always see the number before you decide.
Card refunds are returned by Stripe to the original payment method and typically take 5–10 business days to appear. See the Terms & Conditions for the full policy, and email us if something doesn't look right.
Prize money doesn't run through RNKD. The organizer advertises the prize pool and pays the winners directly — the pool you see on a tournament card is their claim, not money we hold. RNKD collects the entry fee, keeps its service fee, and passes the rest to the organizer.
If a prize you won hasn't been paid, ask the organizer first. Entry money sits in a short hold after an event finishes, so a dispute filed in that window pauses their payout while it's sorted out — email us if you're stuck.
Cashing out from your wallet to a bank account runs through Stripe, which will ask you to verify your identity the first time. That check is Stripe's, not ours, and we can't complete it for you — but if it stalls, email us and we'll help you work out where it's stuck.
If you think a result was scored wrong, raise it with the organizer first; captains can also file a dispute from the tournament screen, which holds the payout until it's resolved.
If another player is abusive or behaving badly, tap their name in a tournament roster or team and choose Report player. Reports go straight to our team. The same menu lets you block them, which stops them finding you in search, inviting you to a team, or adding you to a roster.
Blocked accounts are listed under Settings → Privacy → Blocked users, and you can unblock at any time.
For anything urgent — a safety issue at a venue, or content that needs taking down now — email support@rnkdapp.com with "URGENT" in the subject line.
Hosting questions — brackets and formats, entry fees, prize pools, check-in, or getting paid out — are covered on the organizers page.
If you're mid-event and something is wrong with a bracket, email us and put the tournament name in the subject. Those go to the front of the queue.