Q: What do I do if I can't sign in to my account?
A: Please contact your Player XP Account Manager or Sales Representative. Alternatively, you can email any issues or questions to firstname.lastname@example.org
Q: Where can I go with questions about Data, Legal and T&Cs?
Q: What support can I get?
A: We endeavour to answer any queries posed within 48 hours. However, for urgent account queries, contact your Account Manager or Sales Representative. You can also email email@example.com if you want to apply for training on the Player XP dashboard. To learn about what our Analyst Support offers, check out our FAQ page.
Q: I found a bug, how do I report it?
A: You can use our chat widget located in the bottom right of the Player XP dashboard (shown below) or email firstname.lastname@example.org
Q: Can I share my login details?
A: The answer to this depends on what agreement we have or the package you purchased. If you have been given a single login, it is expected that it will be shared with other team members, however, for studio-level agreements, you will be tied to your individual logins.
Q: I'm seeing a duplicate (or several duplicates) of the same interaction, is this a bug?
A: Sometimes this is just a matter of players posting the same interaction across multiple data sources, sometimes it can be a problem with the sources themselves. If you are consistently experiencing duplicate results over multiple comments, please contact us.
Q: Why is Player XP returning so few hits on my search term in the Interaction Explorer?
A: The vast majority of User Review interactions in Player XP are automatically categorised. If you are searching for a term within a category, there's a good chance that you will not see every mention of the term we've captured. You could try filtering by a different parent category or search without one.
Q: What is a 'Descriptive' Interaction?
A: Descriptive Interactions are comments and posts that have been categorised and analysed for sentiment. Many interactions do not express actual opinions about anything in particular i.e. posted links, random strings of characters, general responses & off-topic replies. Player XP can identify and filter out such interactions, but still records them.
Q: Do you add any weighting to your results?
A: For the most part no, but we may place some weighting on sentiment representation purely to visualise data aggregation.
Q: Is there a way to use the Topic Finder to look at groups of results?
A: When performing a search in the Topic Finder, you can use the commands labelled in the input bar to create unique searches for multiple terms or phrases. The title of the topic page may be just the first term you entered but you should see results for all the terms you searched.
Q: Can I export data out of the dashboard to use externally?
A: There are multiple ways in which you can export data from the dashboard, by using the cog icon (below) you can export a CSV of your game's sentiment & interactions over time, and you can export the entire page you are viewing.
You can also use the share icon (below) found on several features to save an image of the feature or export the data inside the feature, you can also share it with team members via email.