Make the first support message useful.

Identify the problem without guessing the cause

Say whether the issue concerns firmware preparation or delivery, the gaming-PC companion software, the second-PC launcher, the connection, or a game or platform message. If you cannot tell, report the last step that worked and the first step that did not.

A game-launch error does not by itself prove a firmware failure. Include the exact message rather than describing everything as “not working.” For a game account, platform outage or third-party software licence, the relevant provider may need to handle that part; SwiftDMA can assess the supplied firmware and companion setup.

Have these details ready

• Your order reference and the date you received the firmware.
• The exact motherboard model, current BIOS version and Windows version.
• Basic second-PC specifications and the connection arrangement between the PCs.
• The supplied software version or filename, if available, and which PC shows the issue.
• The intended game, platform and separately obtained software.
• The expected result, actual result and exact error text.
• When it last worked and any BIOS, Windows, hardware, network or software changes since then.

Include a relevant screenshot when it explains the problem. Crop personal details, unrelated conversations and secrets. A short sequence of the steps you already took is more useful than repeatedly changing settings before staff can review the original issue.

A message you can copy

Replace the bracketed fields and send this in your private SwiftDMA Discord ticket. Leave unknown details marked as unknown.

Order reference: [reference]
Firmware received: [date]
Motherboard and BIOS: [model; version]
Gaming-PC Windows version: [version]
Second PC and connection: [specifications; arrangement]
Game / platform / software: [names; versions if known]
Issue appears on: [gaming PC / second PC / uncertain]
Expected result: [what should happen]
Actual result and error text: [what happens instead]
Last worked: [date or never worked]
Recent changes: [details or none known]
Steps already tried: [short list]
Attachments: [relevant screenshots, if any]

Keep support information private

Use a private ticket for order details. Your password, payment-card details, two-factor codes, recovery codes and account tokens are never needed in a support message. Do not post them in public channels or include them in screenshots.

When the three-month warranty applies

The firmware warranty starts when you receive your firmware. If it stops working within three months, report the failure in a private ticket within that period. Staff will investigate and repair or replace the firmware at no additional charge. Access continues after the coverage period ends; that does not extend the warranty. Read the complete firmware warranty.