KWS Support

Where to get support and information when using Kids Web Services.

3 mins to read

KWS Developer Support

KWS documentation and FAQs

Please refer first to this documentation and the KWS FAQs as they may contain answers to your KWS-related questions.

Community support

If you require further support, refer to the Community Support Forum. The forum enables you to browse past questions raised by other developers and raise new questions for discussion.

To raise a new question in the Community Support Forum:

  1. Sign in using your Epic Account details.
  2. Click Create New Discussion. Make sure you are posting to "Kids Web Services".
  3. In the pop-up form, enter your question and add any relevant details and/or attachments.

After your question is posted, other developers can view and answer your question. Members of our team monitor the forum, and will attend to any questions that remain unanswered by the community.

Contact us

For any queries that are not answered in this documentation or in the Community Support Forum, you can contact us. Our business hours are:

  • Europe: 9 am to 6 pm GMT
  • North America: 9 am to 6 pm EST

For exceptional cases, our support team is on standby 24/7 to fix critical issues (for example, the server is down).

KWS blogs

Epic news blog posts

KWS newsletter

At the end of every quarter, we send out a newsletter to all developers that are signed up to the KWS Developer Portal. This newsletter contains information regarding recent updates to the KWS platform and our plans for the next quarter.

If you are not already signed up to the Developer Portal, but would like to receive these updates, sign up to the KWS newsletter here. You may unsubscribe from the newsletter at any time.

Other useful resources

KWS Parent Support

Parent support in the PV service

If a parent needs help with the verification process, they can click FAQ in the footer of all parent-facing emails and webviews:

KWS parent support

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This directs the parent to the KWS Parent Support website, where they can browse FAQs and contact our support team:

KWS parent support widget

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Scope of KWS Parent Support

The KWS Parent Support website enables the parent to:

  • Contact the dedicated KWS Parent Support team.
  • Find information about verification methods.
  • View troubleshooting tips in case of unsuccessful verification.
  • Find out more about SuperAwesome, its privacy policy, and its terms of use.

NOTE: The KWS Parent Support team is unable to assist with parent queries unrelated to parent verification; for example in-game or technical issues. The team will make every effort to direct the parent to your support team instead.

Hours and response times

KWS Parent Support operates 24 hours a day, 7 days a week.

The KWS Parent Support team will respond to the parent’s query within 1 working day, and aims to resolve all issues within 3 working days. The team will notify you if there are any office closures or public holidays which may affect these timeframes.

Language support

We currently offer parent support in these languages: English, Arabic, French, German, Italian, Japanese, Korean, Polish, Portuguese, Russian, Simplified Chinese, Spanish, Thai and Turkish.

Direct a parent query to KWS

If a parent contacts you regarding parent verification, we recommend you direct them to the KWS Parent Support website.