Match Problems

Status: Provisional
Version: 0.1
Effective date: 2026-06-25

Change history

0.1 — 2026-06-25: Initial policy.

What happens when a match cannot be played cleanly from start to finish.

Pre-match trouble

If a problem stops the match before it really begins — for example, a player does not show up, the custom game cannot be set up, or someone cannot connect — report the match as not played rather than as a win or loss. No rating changes.

Mid-match trouble

Voluntary remake

If something goes wrong during a match and all participants still agree to play, they may remake the match. A remade match is played and reported as a fresh match.

This is allowed even when one player caused the trouble, as long as every participant freely agrees to give that player another chance and the agreement does not violate Participation and Conduct. The rules below define the default path when players do not all agree to remake.

Valid remake requests

Players may ask for a remake whenever they believe a valid remake reason applies.

Evidence must be submitted, or the opponent(s) must agree that the reason is valid. If neither condition is met, opponent(s) may refuse the remake and report the match as not played.

Valid reasons include:

Rule violation: wrong perks, add-ons, or offerings; wrong map; duplicate survivors; or another setup that violates the applicable game mode’s rules.
Unusually high killer ping or wrong server: this is treated as game-side trouble, not as trouble caused by a player.
Player disconnect caused by internet trouble or a game error.

Players must not abuse remake requests. A player may be sanctioned if they intentionally violate a rule to restart a match.

Mandatory early restart window

If a valid remake request applies during either of these early windows, players must restart the match even without full agreement:

Within 30 seconds after the match starts.
Within 30 seconds after the first survivor is downed, before the second generator is completed.

Effect of a remake request

Outside the mandatory early restart window, remake requires full agreement under the voluntary remake rule above.

For a rule violation outside the mandatory early restart window, the innocent side may reject the remake request and report the match as not played. They may also continue playing the match if they agree that the violation does not affect the ongoing match.

In any restart case:

If a second disconnect happens, any player who did not cause the troubles may refuse another restart. If restart is refused, report the match as not played.
Players may report the player who caused the trouble.

Post-match violation discovery

If a rule violation is discovered after the match ends, players cannot make a remake request. Treat it as a problem about result validity.

If the match thread is still open and no result has been accepted yet, do not approve a normal win or loss until the issue is resolved. Players should preserve evidence.
If the innocent side agrees that the violation did not affect the match, players must accept the actual played result.
If the innocent side decides the violation did affect the match, and if it is not challenged (see note below), report the match as not played with the violation reason.