Customer care

How to reach the editorial desk, and what the desk can and cannot do

The headshot desk is small and runs on a single editorial standard. This page documents the support paths the desk can offer — desk inquiries, corrections, security reports, partnership notes — and what falls outside the desk's scope. The desk does not run a wallet, does not run a paid contest, and does not provide individual support for any commercial surface.

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Support paths

Five reasons a reader writes in, and how the desk handles each

Desk inquiry

A reader has a question about a desk or a brief. The desk replies within a reasonable window, usually with a link to the relevant surface.

Correction

A reader has identified a factual error in a brief. The desk verifies, publishes a stand-alone correction and updates the brief in place.

Security report

A reader has identified a third-party surface that uses the headshot brand without authorisation. The desk routes the report to the security contact and publishes a public note on the newsroom.

Partnership note

A reader represents an organizer, a team or a credible reporter. The desk reads partnership notes in the order they arrive and replies when there is a fit.

Press inquiry

A reader is a journalist. The desk replies to press inquiries with the same editorial standard as to any other reader, with a verification trail if requested.

Out of scope

Wallet, KYC, payout, individual support for any commercial surface. The desk does not handle these and asks readers to contact the relevant operator directly.

Evidence to collect

What the desk needs from a reader before publishing a correction

For any correction, the desk asks the reader to send a short note with the URL of the brief, the original statement, the proposed correction and a link to a canonical source that supports the correction. The desk does not publish a correction based on the reader's memory alone — the canonical source is the only signal that earns the correction a stand-alone note.

For any security report, the desk asks for the URL of the third-party surface, the date the reader first saw the surface, the device and browser used and a screenshot if possible. The desk treats security reports as a priority and replies within a working day.

Scope

What falls outside the desk's support

The desk does not handle wallet, KYC, payout or individual support for any commercial surface. The desk also does not provide individual counseling on play behaviour. The desk asks readers to use the public support channels listed on the responsible play page for any of these queries.

The desk does not endorse private counselors or paid services. The desk does not sell a service. The desk is a newsroom, and the newsroom is the limit of the desk's support.

Reply window

What the desk reads, and what the desk replies to

The desk aims to reply to desk inquiries within one working day. Correction inquiries and security reports are replied to within one working day as well. Partnership inquiries are read in the order they arrive and are replied to when there is a fit. Press inquiries are replied to with the same editorial standard as any other reader. The desk does not promise an instant reply; the desk promises a reply.

The desk does not run a phone line, does not run a chat, and does not sell a service. The desk is a small editorial newsroom, and the reply window reflects the size of the team. The desk asks readers to be patient and to use the public aliases on the contact page for any time-sensitive inquiry.

For readers who have an urgent concern that the desk cannot reply to within one working day — for example, a security report that affects the live site — the desk's standard practice is to publish a public note on the newsroom within the same day. The note is the fix; the inbox is the follow-up.

Evidence

What the desk asks for before publishing a correction

For any correction, the desk asks the reader to send a short note with the URL of the brief, the original statement, the proposed correction, and a link to a canonical source that supports the correction. The desk does not publish a correction based on the reader's memory alone. The canonical source is the only signal that earns the correction a stand-alone note.

For any security report, the desk asks for the URL of the third-party surface, the date the reader first saw the surface, the device and browser used, and a screenshot if possible. The desk treats security reports as a priority and replies within a working day. The desk publishes a public note on the newsroom if a credible surface is identified.

Press, extended

How a press inquiry shapes the desk's editorial record

When a press inquiry results in a published article, the desk publishes a public summary of the conversation on the desk's notes. The summary is the desk's editorial record of the conversation, and the summary is updated when the article is published. The summary is not a marketing document; the summary is a record of the conversation that any reader can verify.

The summary covers the four parts of the conversation: the press's question, the desk's reply, the canonical sources cited, and the desk's editorial standard for the relevant topic. The four parts are deliberately short so that the summary fits in a single read. The summary is updated when the canonical sources change, and the summary is the desk's editorial record of the change.

For readers who are quoted in a press article, the desk's standard practice is to verify the quote with the reader before the article is published. The verification is done via the contact page. The desk does not authorise a quote that is not on the record. The desk does not authorise a paraphrase that changes the meaning of a published brief. The verification is the reader's; the record is the desk's.

Response template

What a typical reply from the desk looks like

A typical desk reply has four parts. The first part acknowledges the inbound. The second part names the inbound's reference (a URL, a brief title, a desk name). The third part addresses the inbound's specific question. The fourth part offers the next step (a verification trail, a stand-alone correction, a security report).

The four-part structure is deliberate. The structure keeps the reply short, verifiable, and useful. The structure also makes it easy for the reader to forward the reply to a colleague or a third party. The desk's standard practice is to publish the structure on the contact page so that the reader can predict the shape of the reply before sending the inbound.

For inbounds that fall outside the desk's reply window — for example, an inbound that arrives at 23:00 local time on a Friday — the desk's standard practice is to acknowledge the inbound within four hours and to reply with the full four-part structure within one working day. The acknowledgement is the fix; the full reply is the follow-up.

How inbounds are sorted

How the standards contact sorts inbounds across the five aliases

The standards contact sorts inbounds in three priority tiers. The first tier is security reports and corrections. The first tier is replied to within one working hour, and the first tier is published as a stand-alone note within the same working day. The first tier is the desk's highest editorial priority.

The second tier is desk inquiries. The second tier is replied to within four working hours, and the second tier is published as a stand-alone note when the inquiry identifies a recurring reader question. The second tier is the desk's medium editorial priority.

The third tier is partnership notes and press inquiries. The third tier is replied to within one working day, and the third tier is replied to with a written summary when the inquiry results in a published article. The third tier is the desk's lowest editorial priority.

The three-tier sort is published on the contact page so that the reader can predict the response time before sending the inbound. The desk's role is to publish the sort; the reader's role is to use the sort to choose the right alias for the inbound.

What the desk tracks

What the standards contact tracks across the inbounds, in three metrics

The first metric is the inbound count. The standards contact tracks the number of inbounds received per alias per week. The metric is published on the quarterly self-review. The metric is the desk's editorial signal for the inbound volume.

The second metric is the response time. The standards contact tracks the time between the inbound and the desk's reply. The metric is published on the quarterly self-review. The metric is the desk's editorial signal for the reply window.

The third metric is the correction rate. The standards contact tracks the number of corrections published per quarter, and the number of corrections that were verified against a canonical source. The metric is published on the quarterly self-review. The metric is the desk's editorial signal for the corrections protocol.

The three metrics are the desk's editorial discipline for the contact surface. The metrics are not used for marketing, for ranking, or for any other purpose. The metrics are the desk's commitment to the reader.