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.
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:
- Sign in using your Epic Account details.
- Click Create New Discussion. Make sure you are posting to "Kids Web Services".
- 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.
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).
Epic news blog posts
- How KWS makes parent verification easy for developers.
- How we optimized our Parent Verification process for higher conversion.
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:
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This directs the parent to the KWS Parent Support website, where they can browse FAQs and contact our support team:
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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.
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.
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.