Merge pull request 'feat(feedback): обратная связь от пользователей с разбором в админке и ролями' (#64) from feature/feedback into development

PLAN.md

@@ -52,6 +52,7 @@ independent (see ARCHITECTURE §9.1).
 | 16 | Deploy infra & test contour (Dockerfiles, gateway static UI, compose, observability) | **done** |
 | 17 | Test-contour verification & defect fixes | **done** |
 | 18 | Prod contour deploy (SSH export/import, manual after merge) | todo |
+| 19 | User feedback (in-app submit + attachment, admin review/reply, account roles) | **done** |
 
 Scaffolding is incremental: `go.work` lists only existing modules; each stage
 adds the modules it needs.
@@ -419,6 +420,37 @@ parameterised for this; the test contour leaves it `:80` behind the host caddy).
 Open details (re-interview): export/import vs a registry trade-off; prod domain/cert source (ACME vs a
 provided cert) at the contour caddy; prod VPN; rollback.
 
+### Stage 19 — User feedback *(done)*
+A user→operator feedback channel, sequenced after the numbered stages but shipped **before** the Stage 18
+prod deploy. Scope: a **Feedback** screen under Settings → Info where a registered player sends a message
+(≤1024 runes) with an optional single attachment; the operator reviews and replies in the server-rendered
+**admin console**; the reply is delivered back in-app with a Settings/Info badge. Introduces the project's
+**first per-account role** (`account_roles`), the reusable replacement for per-feature flags: the
+`feedback_banned` role blocks **only** feedback submission (not the whole account, unlike a suspension),
+granted from the feedback section's delete-with-block and granted/revoked from `/users`.
+
+- **Data:** migration `00004_feedback` — `feedback_messages` (body, attachment `bytea`, sender_ip, channel,
+  read/archived/reply/reply-read timestamps) + `account_roles` (account_id, role). New backend domain
+  `internal/feedback` (store + service), modelled on `internal/social` + the admin chat-moderation surface.
+- **Anti-spam gate:** a player with an unreviewed message cannot send another ("Ожидаем рассмотрения вашего
+  последнего обращения"); enforced server-side. This *is* the rate limit — no separate one.
+- **Reply lifecycle:** the reply lives on the message row; shown on the feedback screen ("Ответ на ваше
+  последнее сообщение") for the player's latest replied message; it becomes read the moment the screen
+  fetches it (delivery = read) and is hidden one week after. The badge (lobby ⚙️, combined with friend
+  requests; Settings → Info "1") rides the existing `NotificationEvent` with a new `admin_reply` sub-kind —
+  no wire-schema change for the push.
+- **Wire:** new FlatBuffers `feedback.submit` / `feedback.get` / `feedback.unread`; `feedback.submit` is
+  **guest-gated at the gateway** via a new `Op.NonGuest` flag (the session resolve now carries `is_guest`),
+  so a guest's submission never reaches the backend; the backend rejects guests too.
+- **Security:** body + attachment limits enforced server-side (the UI limits are UX only); attachments
+  served with `X-Content-Type-Options: nosniff`, images inline-previewed via `<img>` (which never
+  executes), everything else download-only; the UI gates the attachment by extension (allowed types not
+  listed) and the backend mirrors the allow-list + size as the trust boundary; the console renders user
+  content as auto-escaped text (`html/template`).
+Open details settled at planning: attachment ≤1,000,000 B (keeps the 1 MiB edge cap); allowed types
+(images + pdf/txt/log/doc/docx/rtf/zip/gz/7z); channel from the client (telegram/ios/android/web); guests
+cannot submit; three-way admin filter.
+
 ## Refinements logged during implementation
 
 - **Stage 0**: solver `replace` deferred to Stage 2 (nothing imports it yet;
@@ -1476,6 +1508,19 @@ provided cert) at the contour caddy; prod VPN; rollback.
       `proactiveNudgeGap` unit test, the retimed `TestRobotProactiveNudge`, `TestVariantLanguage`,
       emit (`your_turn`/`game_over` language) and a `TestNudgeRoutedByGameLanguage` integration test.
 
+### Stage 19 — user feedback
+- Dropped the planned `feedback_messages.attachment_type` column: the safe content-type is derived from the
+  file-name extension at both validate and serve time (one source of truth), so a stored column was
+  redundant.
+- The admin filter is **three-way** (Непрочитанные / Прочитанные / Архив) rather than the two first
+  sketched, mirroring complaints' `open·resolved·all`, so a read-but-unarchived message is never
+  unreachable (owner-approved at planning).
+- The guest gate was extended to the **gateway** at the owner's request: a new `Op.NonGuest` flag plus
+  `is_guest` threaded through the session resolve + gateway cache reject a guest's `feedback.submit` with
+  the `guest_forbidden` result code before any backend call (the backend keeps its own guest check as the
+  backstop). `handleResolveSession` now loads the account best-effort to report `is_guest` (a read error
+  falls back to false so the auth hot path stays resilient).
+
 ## Deferred TODOs (cross-stage)
 
 - ~~**TODO-1 — publish & version the solver.**~~ **Done in Stage 14.** `scrabble-solver` is

backend/README.md

@@ -130,6 +130,7 @@ internal/server/     # gin engine, route groups, X-User-ID middleware, probes
 internal/engine/     # in-process scrabble-solver bridge: registry, bag, Game, replay
 internal/game/       # game domain: lifecycle, journal+cache, hint, word-check, GCG, sweeper
 internal/social/     # friend graph, per-user blocks, per-game chat + nudge, content filter
+internal/feedback/   # user feedback: messages + attachment (bytea), anti-spam gate, admin review/reply
 internal/lobby/      # auto-match (DB-backed open games + robot substitution) + friend-game invitations
 internal/robot/      # human-like robot opponent: account pool, seed-derived strategy, move driver
 internal/adminconsole/ # server-rendered admin console (Go templates + embedded CSS, view models), served at /_gm

backend/cmd/backend/main.go

@@ -22,6 +22,7 @@ import (
 	"scrabble/backend/internal/config"
 	"scrabble/backend/internal/connector"
 	"scrabble/backend/internal/engine"
+	"scrabble/backend/internal/feedback"
 	"scrabble/backend/internal/game"
 	"scrabble/backend/internal/link"
 	"scrabble/backend/internal/lobby"
@@ -167,6 +168,8 @@ func run(ctx context.Context, cfg config.Config, logger *zap.Logger) error {
 	socialSvc := social.NewService(social.NewStore(db), accounts, games)
 	socialSvc.SetNotifier(hub)
 	socialSvc.SetMetrics(tel.MeterProvider().Meter("scrabble/backend/social"))
+	feedbackSvc := feedback.NewService(feedback.NewStore(db), accounts)
+	feedbackSvc.SetNotifier(hub)
 
 	// Robot opponent: provision its durable account pool (a hard startup
 	// dependency, like the dictionaries) and start its move driver. The matchmaker
@@ -202,6 +205,7 @@ func run(ctx context.Context, cfg config.Config, logger *zap.Logger) error {
 		Sessions:      sessions,
 		Accounts:      accounts,
 		Games:         games,
+		Feedback:      feedbackSvc,
 		Social:        socialSvc,
 		Matchmaker:    matchmaker,
 		Invitations:   invitations,

backend/internal/account/roles.go

@@ -0,0 +1,92 @@
+package account
+
+import (
+	"context"
+	"fmt"
+
+	"github.com/go-jet/jet/v2/postgres"
+	"github.com/google/uuid"
+
+	"scrabble/backend/internal/postgres/jet/backend/table"
+)
+
+// Per-account roles. A role is a named capability or restriction attached to an
+// account, the reusable replacement for per-feature boolean flags. The set is
+// expected to grow; roles are validated against KnownRoles in Go so adding one
+// needs no migration. Granted/revoked from the admin console (/users and the
+// feedback section).
+const (
+	// RoleFeedbackBanned forbids the account from submitting feedback (only that;
+	// it is not a full account suspension). See internal/feedback.
+	RoleFeedbackBanned = "feedback_banned"
+)
+
+// KnownRoles is the set of roles the console may grant or revoke; an operator
+// cannot assign an unrecognised role.
+var KnownRoles = []string{RoleFeedbackBanned}
+
+// IsKnownRole reports whether role is a recognised account role.
+func IsKnownRole(role string) bool {
+	for _, r := range KnownRoles {
+		if r == role {
+			return true
+		}
+	}
+	return false
+}
+
+// GrantRole gives the account the role, idempotently (a repeat grant is a no-op).
+func (s *Store) GrantRole(ctx context.Context, accountID uuid.UUID, role string) error {
+	stmt := table.AccountRoles.
+		INSERT(table.AccountRoles.AccountID, table.AccountRoles.Role).
+		VALUES(accountID, role).
+		ON_CONFLICT(table.AccountRoles.AccountID, table.AccountRoles.Role).DO_NOTHING()
+	if _, err := stmt.ExecContext(ctx, s.db); err != nil {
+		return fmt.Errorf("account: grant role %q to %s: %w", role, accountID, err)
+	}
+	return nil
+}
+
+// RevokeRole removes the role from the account, idempotently.
+func (s *Store) RevokeRole(ctx context.Context, accountID uuid.UUID, role string) error {
+	stmt := table.AccountRoles.
+		DELETE().
+		WHERE(table.AccountRoles.AccountID.EQ(postgres.UUID(accountID)).
+			AND(table.AccountRoles.Role.EQ(postgres.String(role))))
+	if _, err := stmt.ExecContext(ctx, s.db); err != nil {
+		return fmt.Errorf("account: revoke role %q from %s: %w", role, accountID, err)
+	}
+	return nil
+}
+
+// HasRole reports whether the account holds the role.
+func (s *Store) HasRole(ctx context.Context, accountID uuid.UUID, role string) (bool, error) {
+	var ok bool
+	err := s.db.QueryRowContext(ctx,
+		`SELECT EXISTS (SELECT 1 FROM backend.account_roles WHERE account_id = $1 AND role = $2)`,
+		accountID, role).Scan(&ok)
+	if err != nil {
+		return false, fmt.Errorf("account: has-role %q %s: %w", role, accountID, err)
+	}
+	return ok, nil
+}
+
+// ListRoles returns the account's roles, oldest grant first.
+func (s *Store) ListRoles(ctx context.Context, accountID uuid.UUID) ([]string, error) {
+	rows, err := s.db.QueryContext(ctx,
+		`SELECT role FROM backend.account_roles WHERE account_id = $1 ORDER BY granted_at ASC`,
+		accountID)
+	if err != nil {
+		return nil, fmt.Errorf("account: list roles %s: %w", accountID, err)
+	}
+	defer rows.Close()
+	var out []string
+	for rows.Next() {
+		var role string
+		if err := rows.Scan(&role); err != nil {
+			return nil, fmt.Errorf("account: scan role: %w", err)
+		}
+		out = append(out, role)
+	}
+	return out, rows.Err()
+}

backend/internal/adminconsole/assets/console.css

@@ -116,3 +116,8 @@ code { background: var(--bg); padding: 0.05rem 0.3rem; border-radius: 4px; }
 .lg-min { color: var(--ok); }
 .lg-avg { color: var(--accent); }
 .lg-max { color: var(--danger); }
+
+/* Feedback: user-controlled message bodies are wrapped and escaped (never HTML);
+   an image attachment is previewed inline, bounded so it cannot dominate the page. */
+.msgbody { white-space: pre-wrap; word-break: break-word; background: var(--bg); padding: 0.6rem 0.8rem; border-radius: 6px; margin: 0.6rem 0; }
+.attach { max-width: 100%; max-height: 480px; height: auto; border: 1px solid var(--line); border-radius: 6px; }

backend/internal/adminconsole/render_test.go

@@ -25,6 +25,7 @@ func TestRendererRendersEveryPage(t *testing.T) {
 		{"users", UsersView{Items: []UserRow{{ID: "a1", DisplayName: "Kaya", FlaggedHighRate: true}}, Pager: NewPager(1, 50, 1)}, "high-rate"},
 		{"user_detail", UserDetailView{ID: "a1", DisplayName: "Kaya", HasStats: true, Stats: StatsRow{Wins: 2}, TelegramID: "123", ConnectorEnabled: true}, "Send Telegram message"},
 		{"user_detail", UserDetailView{ID: "a1", DisplayName: "Kaya", FlaggedHighRateAt: "2026-06-10 12:00"}, "Clear high-rate flag"},
+		{"user_detail", UserDetailView{ID: "a1", DisplayName: "Kaya", Roles: []string{"feedback_banned"}, KnownRoles: []string{"feedback_banned"}}, "feedback_banned"},
 		{"throttled", ThrottledView{
 			Episodes:      []ThrottleEpisodeRow{{Class: "user", Key: "a1", UserID: "a1", Rejected: 1234, FirstSeen: "2026-06-10 12:00", LastSeen: "2026-06-10 12:05"}},
 			Flagged:       []FlaggedAccountRow{{ID: "a1", DisplayName: "Kaya", FlaggedAt: "2026-06-10 12:05"}},
@@ -35,6 +36,8 @@ func TestRendererRendersEveryPage(t *testing.T) {
 		{"game_detail", GameDetailView{ID: "g1", Variant: "scrabble_en", Seats: []SeatRow{{Seat: 0, DisplayName: "Kaya"}}}, "Seats"},
 		{"complaints", ComplaintsView{Items: []ComplaintRow{{ID: "c1", Word: "qi", Status: "open"}}, Status: "open", Pager: NewPager(1, 50, 1)}, "qi"},
 		{"messages", MessagesView{Items: []MessageRow{{ID: "m1", SenderID: "a1", SenderName: "Kaya", Source: "telegram", Body: "good luck", GameID: "g1"}}, Pager: NewPager(1, 50, 1)}, "good luck"},
+		{"feedback", FeedbackView{Items: []FeedbackRow{{ID: "f1", AccountID: "a1", SenderName: "Kaya", Source: "telegram", Channel: "web", HasAttachment: true, Replied: true}}, Status: "unread", Pager: NewPager(1, 50, 1)}, "replied"},
+		{"feedback_detail", FeedbackDetailView{ID: "f1", AccountID: "a1", SenderName: "Kaya", Channel: "telegram", InterfaceLanguage: "en", BotLanguage: "ru", Body: "please fix the board", HasAttachment: true, AttachmentName: "shot.png", IsImage: true, Banned: true}, "bot: ru"},
 		{"complaint_detail", ComplaintDetailView{ID: "c1", Word: "qi", Variant: "scrabble_en"}, "Resolve"},
 		{"dictionary", DictionaryView{ActiveVersion: "v1.0.0", Variants: []VariantVersions{{Variant: "scrabble_en", Versions: []string{"v1.0.0"}}}, Changes: []DictChangeRow{{Variant: "scrabble_en", Word: "qi", Action: "add"}}}, "Update dictionaries"},
 		{"dictionary_preview", DictionaryPreviewView{Version: "v1.1.0", Token: "0123456789abcdef0123456789abcdef", ActiveVersion: "v1.0.0", Variants: []VariantDiffRow{{Variant: "scrabble_en", AddedCount: 2, RemovedCount: 1, AddedSample: []string{"qi", "za"}, RemovedSample: []string{"xqz"}, RemovedTruncated: true}}}, "v1.1.0"},

backend/internal/adminconsole/templates/layout.gohtml

@@ -16,6 +16,7 @@
     <a href="/_gm/users"{{if eq .ActiveNav "users"}} class="active"{{end}}>Users</a>
     <a href="/_gm/games"{{if eq .ActiveNav "games"}} class="active"{{end}}>Games</a>
     <a href="/_gm/complaints"{{if eq .ActiveNav "complaints"}} class="active"{{end}}>Complaints</a>
+    <a href="/_gm/feedback"{{if eq .ActiveNav "feedback"}} class="active"{{end}}>Feedback</a>
     <a href="/_gm/messages"{{if eq .ActiveNav "messages"}} class="active"{{end}}>Messages</a>
     <a href="/_gm/throttled"{{if eq .ActiveNav "throttled"}} class="active"{{end}}>Throttled</a>
     <a href="/_gm/reasons"{{if eq .ActiveNav "reasons"}} class="active"{{end}}>Reasons</a>

backend/internal/adminconsole/templates/pages/dashboard.gohtml

@@ -7,6 +7,7 @@
 <a class="card" href="/_gm/games"><h2>Games</h2><p class="bignum">{{.Games}}</p></a>
 <a class="card" href="/_gm/games?status=active"><h2>Active games</h2><p class="bignum">{{.ActiveGames}}</p></a>
 <a class="card" href="/_gm/complaints?status=open"><h2>Open complaints</h2><p class="bignum">{{.OpenComplaints}}</p></a>
+<a class="card" href="/_gm/feedback?status=unread"><h2>Unread feedback</h2><p class="bignum">{{.OpenFeedback}}</p></a>
 <a class="card" href="/_gm/dictionary"><h2>Pending dict changes</h2><p class="bignum">{{.PendingChanges}}</p></a>
 </div>
 <section class="panel">

backend/internal/adminconsole/templates/pages/feedback.gohtml

@@ -0,0 +1,38 @@
+{{define "content" -}}
+<h1>Feedback</h1>
+{{with .Data}}
+<nav class="subnav">
+<a href="/_gm/feedback?status=unread"{{if eq .Status "unread"}} class="active"{{end}}>unread</a> ·
+<a href="/_gm/feedback?status=read"{{if eq .Status "read"}} class="active"{{end}}>read</a> ·
+<a href="/_gm/feedback?status=archived"{{if eq .Status "archived"}} class="active"{{end}}>archived</a>
+</nav>
+<form class="form" method="get" action="/_gm/feedback">
+<input type="hidden" name="status" value="{{.Status}}">
+{{if .UserID}}<input type="hidden" name="user" value="{{.UserID}}">{{end}}
+<input name="name" value="{{.NameMask}}" placeholder="display name mask (* ?)">
+<input name="ext" value="{{.ExtMask}}" placeholder="external id mask (* ?)">
+<button type="submit">Filter</button>
+</form>
+<table class="list">
+<thead><tr><th>Sender</th><th>Source</th><th>Channel</th><th>Attach</th><th>Reply</th><th>State</th><th>Filed</th></tr></thead>
+<tbody>
+{{range .Items}}
+<tr>
+<td><a href="/_gm/feedback/{{.ID}}">{{.SenderName}}</a></td>
+<td>{{.Source}}</td>
+<td>{{.Channel}}</td>
+<td>{{if .HasAttachment}}yes{{else}}<span class="note">—</span>{{end}}</td>
+<td>{{if .Replied}}<span class="ok">replied</span>{{else}}<span class="note">—</span>{{end}}</td>
+<td>{{if .Archived}}archived{{else if .Read}}read{{else}}<span class="warn">unread</span>{{end}}</td>
+<td>{{.CreatedAt}}</td>
+</tr>
+{{else}}<tr><td colspan="7"><span class="note">no feedback</span></td></tr>{{end}}
+</tbody>
+</table>
+<nav class="pager">
+{{if .Pager.HasPrev}}<a href="/_gm/feedback?{{.FilterQuery}}&amp;page={{.Pager.PrevPage}}">&laquo; prev</a>{{end}}
+<span>page {{.Pager.Page}} · {{.Pager.Total}} total</span>
+{{if .Pager.HasNext}}<a href="/_gm/feedback?{{.FilterQuery}}&amp;page={{.Pager.NextPage}}">next &raquo;</a>{{end}}
+</nav>
+{{end}}
+{{- end}}

backend/internal/adminconsole/templates/pages/feedback_detail.gohtml

@@ -0,0 +1,46 @@
+{{define "content" -}}
+{{with .Data}}
+<h1>Feedback</h1>
+<nav class="subnav"><a href="/_gm/feedback">&laquo; feedback</a> · <a href="/_gm/users/{{.AccountID}}">user</a></nav>
+<section class="panel"><h2>Message</h2>
+<ul class="kv">
+<li><b>From</b> <a href="/_gm/users/{{.AccountID}}">{{.SenderName}}</a> ({{.Source}})</li>
+<li><b>Channel</b> {{.Channel}}{{if .BotLanguage}} (bot: {{.BotLanguage}}){{end}}</li>
+<li><b>Interface language</b> {{.InterfaceLanguage}}</li>
+<li><b>IP</b> {{if .IP}}<code>{{.IP}}</code>{{else}}<span class="note">none</span>{{end}}</li>
+<li><b>Filed</b> {{.CreatedAt}}</li>
+<li><b>State</b> {{if .Archived}}archived{{else if .Read}}read{{else}}<span class="warn">unread</span>{{end}}</li>
+{{if .Banned}}<li><b>Feedback</b> <span class="warn">sender is banned from feedback</span></li>{{end}}
+</ul>
+<div class="msgbody">{{.Body}}</div>
+{{if .HasAttachment}}
+<h3>Attachment</h3>
+{{if .IsImage}}<p><img class="attach" src="/_gm/feedback/{{.ID}}/attachment" alt="attachment"></p>{{end}}
+<p><a href="/_gm/feedback/{{.ID}}/attachment" download>download {{.AttachmentName}}</a></p>
+{{end}}
+</section>
+{{if .Replied}}
+<section class="panel"><h2>Current reply</h2>
+<div class="msgbody">{{.ReplyBody}}</div>
+<p class="note">sent {{.RepliedAt}}</p>
+</section>
+{{end}}
+<section class="panel"><h2>{{if .Replied}}Re-reply{{else}}Reply{{end}}</h2>
+<form class="form col" method="post" action="/_gm/feedback/{{.ID}}/reply">
+<label>Reply <textarea name="reply" required></textarea></label>
+<div><button type="submit">Send reply</button></div>
+</form>
+</section>
+<section class="panel"><h2>Actions</h2>
+{{if not .Read}}<form class="form" method="post" action="/_gm/feedback/{{.ID}}/read"><button type="submit">Mark read</button></form>{{end}}
+{{if not .Archived}}<form class="form" method="post" action="/_gm/feedback/{{.ID}}/archive"><button type="submit">Archive</button></form>{{end}}
+<form class="form col" method="post" action="/_gm/feedback/{{.ID}}/delete">
+<label><input type="checkbox" name="block" value="1"> ban the player from feedback</label>
+<div>
+<button type="submit">Delete</button>
+<button type="submit" formaction="/_gm/feedback/{{.ID}}/delete-all">Delete all from this player</button>
+</div>
+</form>
+</section>
+{{end}}
+{{- end}}

backend/internal/adminconsole/templates/pages/user_detail.gohtml

@@ -1,7 +1,7 @@
 {{define "content" -}}
 {{with .Data}}
 <h1>{{.DisplayName}}</h1>
-<nav class="subnav"><a href="/_gm/users">&laquo; users</a> · <a href="/_gm/messages?user={{.ID}}">messages</a></nav>
+<nav class="subnav"><a href="/_gm/users">&laquo; users</a> · <a href="/_gm/messages?user={{.ID}}">messages</a> · <a href="/_gm/feedback?user={{.ID}}">feedback</a></nav>
 <div class="cards">
 <section class="panel"><h2>Account</h2>
 <ul class="kv">
@@ -67,6 +67,23 @@
 <div><button type="submit">{{if .Suspension.Blocked}}Re-block{{else}}Block{{end}}</button></div>
 </form>
 </section>
+<section class="panel"><h2>Roles</h2>
+{{$id := .ID}}
+{{if .Roles}}
+<table class="list">
+<thead><tr><th>Role</th><th></th></tr></thead>
+<tbody>
+{{range .Roles}}
+<tr><td><code>{{.}}</code></td><td><form class="form" method="post" action="/_gm/users/{{$id}}/revoke-role"><input type="hidden" name="role" value="{{.}}"><button type="submit">Revoke</button></form></td></tr>
+{{end}}
+</tbody>
+</table>
+{{else}}<p class="note">no roles</p>{{end}}
+<form class="form col" method="post" action="/_gm/users/{{$id}}/grant-role">
+<label>Grant role <select name="role">{{range .KnownRoles}}<option value="{{.}}">{{.}}</option>{{end}}</select></label>
+<div><button type="submit">Grant</button></div>
+</form>
+</section>
 {{if .MoveChart}}
 <section class="panel"><h2>Move timing</h2>
 <p class="note">Think time per move number across all games — <span class="lg lg-min">min</span> · <span class="lg lg-avg">mean</span> · <span class="lg lg-max">max</span>.</p>

backend/internal/adminconsole/views.go

@@ -42,6 +42,7 @@ type DashboardView struct {
 	Games          int
 	ActiveGames    int
 	OpenComplaints int
+	OpenFeedback   int
 	PendingChanges int
 	// ActiveVersion is the dictionary version new games pin (the persisted active
 	// version), distinct from the per-variant resident versions.
@@ -142,6 +143,10 @@ type UserDetailView struct {
 	// form; Reasons is the operator-editable reason picklist offered in the block form.
 	Suspension SuspensionView
 	Reasons    []ReasonOption
+	// Roles is the account's current roles (each revocable); KnownRoles is the set the
+	// grant form offers. The first role is the feedback ban (see internal/account).
+	Roles      []string
+	KnownRoles []string
 }
 
 // SuspensionView is an account's current manual-block state shown on the user card: whether it
@@ -362,3 +367,63 @@ type MessageView struct {
 	Body    string
 	Back    string
 }
+
+// FeedbackView is the paginated user-feedback queue. Status is the active
+// unread/read/archived filter; NameMask/ExtMask are the sender glob filters;
+// UserID pins the list to one account (the per-user link from /users);
+// FilterQuery is the active filters URL-encoded for the pager links (already
+// escaped, hence template.URL — see UsersView.FilterQuery).
+type FeedbackView struct {
+	Items       []FeedbackRow
+	Status      string
+	NameMask    string
+	ExtMask     string
+	UserID      string
+	Pager       Pager
+	FilterQuery template.URL
+}
+
+// FeedbackRow is one feedback message in the queue: its sender (linked to the user
+// card), source, channel, whether it has an attachment / a reply, its state and
+// time.
+type FeedbackRow struct {
+	ID            string
+	AccountID     string
+	SenderName    string
+	Source        string
+	Channel       string
+	HasAttachment bool
+	Read          bool
+	Replied       bool
+	Archived      bool
+	CreatedAt     string
+}
+
+// FeedbackDetailView is one feedback message with its body, attachment, state and
+// the reply / archive / delete forms. Body, AttachmentName, SenderName and IP are
+// user-controlled and rendered as plain auto-escaped text. IsImage gates the inline
+// <img> preview; Banned shows whether the sender already holds the feedback ban.
+type FeedbackDetailView struct {
+	ID         string
+	AccountID  string
+	SenderName string
+	Source     string
+	Channel    string
+	// InterfaceLanguage is the sender's interface language (account preference);
+	// BotLanguage is the connector bot they last used (en/ru), set only for a
+	// message that arrived through an external connector (Telegram).
+	InterfaceLanguage string
+	BotLanguage       string
+	IP                string
+	Body              string
+	HasAttachment     bool
+	AttachmentName    string
+	IsImage           bool
+	Read              bool
+	Archived          bool
+	Replied           bool
+	ReplyBody         string
+	RepliedAt         string
+	CreatedAt         string
+	Banned            bool
+}

backend/internal/feedback/attachment.go

@@ -0,0 +1,54 @@
+package feedback
+
+import (
+	"path/filepath"
+	"strings"
+)
+
+// maxAttachmentBytes caps a single attachment's raw size. Chosen to fit, with the
+// message text and the FlatBuffers framing, under the gateway's 1 MiB edge body
+// cap, so the whole submit request passes without weakening that cap.
+const maxAttachmentBytes = 1_000_000
+
+// allowedExt is the attachment extension allow-list. It is mirrored on the UI as a
+// pre-upload gate; the server re-checks here as the trust boundary (metadata only,
+// the file content is never parsed). Images render inline in the console; the rest
+// are download-only.
+var allowedExt = map[string]bool{
+	"png": true, "jpg": true, "jpeg": true, "webp": true, "gif": true, // images
+	"pdf": true, "txt": true, "log": true, "doc": true, "docx": true,
+	"rtf": true, "zip": true, "gz": true, "7z": true,
+}
+
+// imageType maps an image extension to the content-type the console serves it with
+// (loaded only via <img>, which never executes, so a renamed non-image is inert).
+var imageType = map[string]string{
+	"png": "image/png", "jpg": "image/jpeg", "jpeg": "image/jpeg",
+	"webp": "image/webp", "gif": "image/gif",
+}
+
+// ext returns name's lower-cased extension without the leading dot.
+func ext(name string) string {
+	return strings.ToLower(strings.TrimPrefix(filepath.Ext(name), "."))
+}
+
+// AllowedAttachment reports whether name's extension is on the allow-list.
+func AllowedAttachment(name string) bool {
+	return allowedExt[ext(name)]
+}
+
+// IsImage reports whether name is an inline-previewable image by its extension.
+func IsImage(name string) bool {
+	_, ok := imageType[ext(name)]
+	return ok
+}
+
+// ContentType returns the safe content-type the console serves the attachment
+// with: the matching image type for an image, else application/octet-stream so a
+// non-image is downloaded rather than rendered.
+func ContentType(name string) string {
+	if t, ok := imageType[ext(name)]; ok {
+		return t
+	}
+	return "application/octet-stream"
+}

backend/internal/feedback/attachment_test.go

@@ -0,0 +1,81 @@
+package feedback
+
+import "testing"
+
+func TestAllowedAttachment(t *testing.T) {
+	tests := []struct {
+		name string
+		file string
+		want bool
+	}{
+		{"png image", "shot.png", true},
+		{"jpeg upper-case ext", "Photo.JPG", true},
+		{"pdf doc", "report.pdf", true},
+		{"archive 7z", "logs.7z", true},
+		{"doc with dotted name", "my.notes.docx", true},
+		{"disallowed exe", "evil.exe", false},
+		{"disallowed svg (xss vector)", "x.svg", false},
+		{"disallowed html", "x.html", false},
+		{"no extension", "README", false},
+		{"empty name", "", false},
+	}
+	for _, tt := range tests {
+		t.Run(tt.name, func(t *testing.T) {
+			if got := AllowedAttachment(tt.file); got != tt.want {
+				t.Errorf("AllowedAttachment(%q) = %v, want %v", tt.file, got, tt.want)
+			}
+		})
+	}
+}
+
+func TestIsImageAndContentType(t *testing.T) {
+	tests := []struct {
+		file    string
+		isImage bool
+		ctype   string
+	}{
+		{"a.png", true, "image/png"},
+		{"a.jpg", true, "image/jpeg"},
+		{"a.jpeg", true, "image/jpeg"},
+		{"a.webp", true, "image/webp"},
+		{"a.gif", true, "image/gif"},
+		{"a.pdf", false, "application/octet-stream"},
+		{"a.zip", false, "application/octet-stream"},
+		{"a.svg", false, "application/octet-stream"}, // even if it slipped past, never image/svg+xml
+		{"noext", false, "application/octet-stream"},
+	}
+	for _, tt := range tests {
+		t.Run(tt.file, func(t *testing.T) {
+			if got := IsImage(tt.file); got != tt.isImage {
+				t.Errorf("IsImage(%q) = %v, want %v", tt.file, got, tt.isImage)
+			}
+			if got := ContentType(tt.file); got != tt.ctype {
+				t.Errorf("ContentType(%q) = %q, want %q", tt.file, got, tt.ctype)
+			}
+		})
+	}
+}
+
+func TestNormalizeChannel(t *testing.T) {
+	tests := []struct {
+		in   string
+		want string
+	}{
+		{"telegram", "telegram"},
+		{"ios", "ios"},
+		{"android", "android"},
+		{"web", "web"},
+		{"  iOS ", "ios"}, // trimmed + lower-cased
+		{"TELEGRAM", "telegram"},
+		{"", "web"},        // unknown -> web
+		{"windows", "web"}, // unknown -> web
+		{"'; DROP", "web"}, // junk -> web
+	}
+	for _, tt := range tests {
+		t.Run(tt.in, func(t *testing.T) {
+			if got := normalizeChannel(tt.in); got != tt.want {
+				t.Errorf("normalizeChannel(%q) = %q, want %q", tt.in, got, tt.want)
+			}
+		})
+	}
+}

backend/internal/feedback/service.go

@@ -0,0 +1,264 @@
+package feedback
+
+import (
+	"context"
+	"errors"
+	"net/netip"
+	"strings"
+	"time"
+	"unicode/utf8"
+
+	"github.com/google/uuid"
+
+	"scrabble/backend/internal/account"
+	"scrabble/backend/internal/notify"
+)
+
+const (
+	// maxBodyRunes caps a feedback message (and an operator reply) length.
+	maxBodyRunes = 1024
+	// replyVisibleFor is how long an operator reply stays shown to the player after
+	// it is delivered (read).
+	replyVisibleFor = 7 * 24 * time.Hour
+)
+
+// Submit / reply validation errors. The transport layer maps them to stable result
+// codes; the UI maps those to the messages shown on the feedback screen.
+var (
+	ErrEmptyMessage       = errors.New("feedback: empty message")
+	ErrMessageTooLong     = errors.New("feedback: message too long")
+	ErrAttachmentTooLarge = errors.New("feedback: attachment too large")
+	ErrAttachmentType     = errors.New("feedback: attachment type not allowed")
+	ErrGuestForbidden     = errors.New("feedback: guests cannot submit feedback")
+	ErrBanned             = errors.New("feedback: account is banned from feedback")
+	ErrPendingReview      = errors.New("feedback: previous message still pending review")
+)
+
+// validChannels enumerates the submitting platforms a client may report; anything
+// else is normalised to "web" (the channel is informational, never a gate).
+var validChannels = map[string]bool{"telegram": true, "ios": true, "android": true, "web": true}
+
+// Service is the feedback domain: the only writer of feedback_messages. It reads
+// accounts for the guest/role gates and publishes the reply notification.
+type Service struct {
+	store    *Store
+	accounts *account.Store
+	pub      notify.Publisher
+	now      func() time.Time
+}
+
+// NewService constructs a Service. store owns feedback_messages; accounts supplies
+// the guest flag and the feedback-ban role.
+func NewService(store *Store, accounts *account.Store) *Service {
+	return &Service{
+		store:    store,
+		accounts: accounts,
+		pub:      notify.Nop{},
+		now:      func() time.Time { return time.Now().UTC() },
+	}
+}
+
+// SetNotifier installs the live-event publisher used to push the "you have a reply"
+// signal to the player. It must be called during startup wiring; the default is
+// notify.Nop (no live events).
+func (svc *Service) SetNotifier(p notify.Publisher) {
+	if p != nil {
+		svc.pub = p
+	}
+}
+
+// Submit stores a feedback message from accountID. It rejects guests, feedback-
+// banned accounts and a sender who still has a message pending review, then
+// validates the body (non-empty, within the rune limit) and the optional
+// attachment (size and extension allow-list). senderIP is the gateway-forwarded
+// client IP (validated); channel is the submitting platform.
+func (svc *Service) Submit(ctx context.Context, accountID uuid.UUID, body string, attachment []byte, attachmentName, channel, senderIP string) error {
+	acc, err := svc.accounts.GetByID(ctx, accountID)
+	if err != nil {
+		return err
+	}
+	if acc.IsGuest {
+		return ErrGuestForbidden
+	}
+	banned, err := svc.accounts.HasRole(ctx, accountID, account.RoleFeedbackBanned)
+	if err != nil {
+		return err
+	}
+	if banned {
+		return ErrBanned
+	}
+	pending, err := svc.store.HasUnread(ctx, accountID)
+	if err != nil {
+		return err
+	}
+	if pending {
+		return ErrPendingReview
+	}
+	body = strings.TrimSpace(body)
+	if body == "" {
+		return ErrEmptyMessage
+	}
+	if utf8.RuneCountInString(body) > maxBodyRunes {
+		return ErrMessageTooLong
+	}
+	if len(attachment) > 0 {
+		if len(attachment) > maxAttachmentBytes {
+			return ErrAttachmentTooLarge
+		}
+		if !AllowedAttachment(attachmentName) {
+			return ErrAttachmentType
+		}
+	} else {
+		attachmentName = "" // a name without bytes carries no attachment
+	}
+	ch := normalizeChannel(channel)
+	// Snapshot the languages at submit time (acc is already loaded for the guest check):
+	// the sender's interface language, and the connector bot language when the message
+	// came through an external connector (currently Telegram).
+	var channelLang string
+	if ch == "telegram" {
+		channelLang = acc.ServiceLanguage
+	}
+	_, err = svc.store.Insert(ctx, accountID, body, attachment, attachmentName, ch, acc.PreferredLanguage, channelLang, parseIP(senderIP))
+	return err
+}
+
+// State is the player's feedback screen state. Reason is "" (can send), "pending"
+// (a previous message is unreviewed) or "banned". Reply is the operator's answer to
+// show, or nil. Fetching it delivers any pending replies (delivery counts as read),
+// clearing the badge.
+type State struct {
+	CanSend       bool
+	BlockedReason string
+	Reply         *Reply
+}
+
+// Reply is the operator's answer shown back to the player.
+type Reply struct {
+	Body      string
+	RepliedAt time.Time
+}
+
+// State computes the feedback screen state for accountID and marks any pending
+// replies delivered.
+func (svc *Service) State(ctx context.Context, accountID uuid.UUID) (State, error) {
+	banned, err := svc.accounts.HasRole(ctx, accountID, account.RoleFeedbackBanned)
+	if err != nil {
+		return State{}, err
+	}
+	pending, err := svc.store.HasUnread(ctx, accountID)
+	if err != nil {
+		return State{}, err
+	}
+	st := State{CanSend: !banned && !pending}
+	switch {
+	case banned:
+		st.BlockedReason = "banned"
+	case pending:
+		st.BlockedReason = "pending"
+	}
+	vr, ok, err := svc.store.LatestVisibleReply(ctx, accountID, svc.now().Add(-replyVisibleFor))
+	if err != nil {
+		return State{}, err
+	}
+	if ok {
+		st.Reply = &Reply{Body: vr.Body, RepliedAt: vr.RepliedAt}
+	}
+	// Opening the screen delivers every pending reply; mark them read to clear the
+	// badge (only the latest is shown, but all are now delivered).
+	if err := svc.store.MarkRepliesDelivered(ctx, accountID, svc.now()); err != nil {
+		return State{}, err
+	}
+	return st, nil
+}
+
+// ReplyUnread reports whether the account has an operator reply not yet delivered —
+// the lobby/Info badge condition. It has no side effect (the lobby may poll it).
+func (svc *Service) ReplyUnread(ctx context.Context, accountID uuid.UUID) (bool, error) {
+	return svc.store.HasUnreadReply(ctx, accountID)
+}
+
+// AdminList returns the filtered console feedback list, paginated.
+func (svc *Service) AdminList(ctx context.Context, f AdminFilter, limit, offset int) ([]AdminRow, error) {
+	return svc.store.AdminList(ctx, f, limit, offset)
+}
+
+// AdminCount counts the filtered console feedback list.
+func (svc *Service) AdminCount(ctx context.Context, f AdminFilter) (int, error) {
+	return svc.store.AdminCount(ctx, f)
+}
+
+// AdminGet loads one message for the console detail view, or ErrNotFound.
+func (svc *Service) AdminGet(ctx context.Context, id uuid.UUID) (AdminMessage, error) {
+	return svc.store.AdminGet(ctx, id)
+}
+
+// CountUnread counts the active (unread, not archived) feedback queue for the
+// dashboard.
+func (svc *Service) CountUnread(ctx context.Context) (int, error) {
+	return svc.store.CountUnread(ctx)
+}
+
+// Attachment returns a message's file name and bytes, reporting false when absent.
+func (svc *Service) Attachment(ctx context.Context, id uuid.UUID) (string, []byte, bool, error) {
+	return svc.store.Attachment(ctx, id)
+}
+
+// MarkRead marks a message dealt-with (the manual "read" action).
+func (svc *Service) MarkRead(ctx context.Context, id uuid.UUID) error {
+	return svc.store.MarkRead(ctx, id, svc.now())
+}
+
+// Reply sets the operator reply on a message (marking it read), then pushes the
+// "you have a reply" notification to the player.
+func (svc *Service) Reply(ctx context.Context, id uuid.UUID, body string) error {
+	body = strings.TrimSpace(body)
+	if body == "" {
+		return ErrEmptyMessage
+	}
+	if utf8.RuneCountInString(body) > maxBodyRunes {
+		return ErrMessageTooLong
+	}
+	accountID, err := svc.store.Reply(ctx, id, body, svc.now())
+	if err != nil {
+		return err
+	}
+	svc.pub.Publish(notify.Notification(accountID, notify.NotifyAdminReply))
+	return nil
+}
+
+// Archive files a handled message away (marking it read).
+func (svc *Service) Archive(ctx context.Context, id uuid.UUID) error {
+	return svc.store.Archive(ctx, id, svc.now())
+}
+
+// Delete physically removes a message and its attachment.
+func (svc *Service) Delete(ctx context.Context, id uuid.UUID) error {
+	return svc.store.Delete(ctx, id)
+}
+
+// DeleteAllByAccount physically removes every message of an account.
+func (svc *Service) DeleteAllByAccount(ctx context.Context, accountID uuid.UUID) error {
+	return svc.store.DeleteAllByAccount(ctx, accountID)
+}
+
+// parseIP returns a validated canonical IP string, or nil when raw is empty or not
+// a valid address.
+func parseIP(raw string) *string {
+	addr, err := netip.ParseAddr(strings.TrimSpace(raw))
+	if err != nil {
+		return nil
+	}
+	canon := addr.String()
+	return &canon
+}
+
+// normalizeChannel lower-cases and validates the client-reported channel, falling
+// back to "web" for anything unrecognised.
+func normalizeChannel(c string) string {
+	c = strings.ToLower(strings.TrimSpace(c))
+	if validChannels[c] {
+		return c
+	}
+	return "web"
+}

backend/internal/feedback/store.go

@@ -0,0 +1,383 @@
+// Package feedback owns user feedback: the flat list of messages a registered
+// player sends to the operators (each with an optional single attachment), the
+// anti-spam "one pending message at a time" gate, and the operator's inline reply
+// delivered back to the player's app. It is modelled on the admin chat-moderation
+// surface (internal/social/adminchat.go) and uses raw SQL throughout for the
+// attachment bytea, the COALESCE-based "set once" stamps, and the reply-visibility
+// window.
+package feedback
+
+import (
+	"context"
+	"database/sql"
+	"errors"
+	"fmt"
+	"time"
+
+	"github.com/google/uuid"
+
+	"scrabble/backend/internal/account"
+)
+
+// ErrNotFound is returned when no feedback message matches the lookup.
+var ErrNotFound = errors.New("feedback: not found")
+
+// Store is the Postgres-backed query surface for feedback_messages.
+type Store struct {
+	db *sql.DB
+}
+
+// NewStore constructs a Store wrapping db.
+func NewStore(db *sql.DB) *Store {
+	return &Store{db: db}
+}
+
+// Insert stores one feedback message from accountID and returns its id. attachment
+// is the raw file bytes (nil for none); attachmentName, ip and a non-default
+// channel are stored as given. lang (the sender's interface language) and channelLang
+// (the connector bot language, empty for a non-connector channel) are snapshots taken
+// now, so the operator later sees the state at submit time. created_at defaults to
+// now() in the database.
+func (s *Store) Insert(ctx context.Context, accountID uuid.UUID, body string, attachment []byte, attachmentName, channel, lang, channelLang string, ip *string) (uuid.UUID, error) {
+	id, err := uuid.NewV7()
+	if err != nil {
+		return uuid.Nil, fmt.Errorf("feedback: new message id: %w", err)
+	}
+	var att []byte // a nil []byte binds as bytea NULL
+	if len(attachment) > 0 {
+		att = attachment
+	}
+	if _, err := s.db.ExecContext(ctx,
+		`INSERT INTO backend.feedback_messages
+		   (message_id, account_id, body, attachment, attachment_name, channel, lang, channel_lang, sender_ip)
+		 VALUES ($1, $2, $3, $4, $5, $6, $7, $8, $9)`,
+		id, accountID, body, att, nullStr(attachmentName), channel, nullStr(lang), nullStr(channelLang), ip); err != nil {
+		return uuid.Nil, fmt.Errorf("feedback: insert: %w", err)
+	}
+	return id, nil
+}
+
+// nullStr maps an empty string to a NULL text bind, else the value.
+func nullStr(s string) *string {
+	if s == "" {
+		return nil
+	}
+	return &s
+}
+
+// HasUnread reports whether the account has any message the operator has not yet
+// dealt with (read_at IS NULL) — the anti-spam gate's condition.
+func (s *Store) HasUnread(ctx context.Context, accountID uuid.UUID) (bool, error) {
+	var ok bool
+	if err := s.db.QueryRowContext(ctx,
+		`SELECT EXISTS (SELECT 1 FROM backend.feedback_messages WHERE account_id = $1 AND read_at IS NULL)`,
+		accountID).Scan(&ok); err != nil {
+		return false, fmt.Errorf("feedback: has-unread %s: %w", accountID, err)
+	}
+	return ok, nil
+}
+
+// HasUnreadReply reports whether the account has an operator reply not yet
+// delivered to its app (reply_read_at IS NULL) — the badge's condition.
+func (s *Store) HasUnreadReply(ctx context.Context, accountID uuid.UUID) (bool, error) {
+	var ok bool
+	if err := s.db.QueryRowContext(ctx,
+		`SELECT EXISTS (SELECT 1 FROM backend.feedback_messages
+		   WHERE account_id = $1 AND reply_body IS NOT NULL AND reply_read_at IS NULL)`,
+		accountID).Scan(&ok); err != nil {
+		return false, fmt.Errorf("feedback: has-unread-reply %s: %w", accountID, err)
+	}
+	return ok, nil
+}
+
+// VisibleReply is the operator reply shown back to the player: the reply on their
+// most recent replied message still inside the visibility window.
+type VisibleReply struct {
+	Body      string
+	RepliedAt time.Time
+}
+
+// LatestVisibleReply returns the reply on the account's **most recent** message, if
+// that message carries one still visible to the player — not yet delivered, or
+// delivered after cutoff (one week ago). Binding it to the single latest message
+// means that the moment the player sends a newer message the previous reply stops
+// showing (the new message has no reply yet). Reports false when there is none.
+func (s *Store) LatestVisibleReply(ctx context.Context, accountID uuid.UUID, cutoff time.Time) (VisibleReply, bool, error) {
+	var vr VisibleReply
+	var repliedAt sql.NullTime
+	err := s.db.QueryRowContext(ctx,
+		`SELECT COALESCE(reply_body, ''), replied_at FROM (
+			SELECT reply_body, replied_at, reply_read_at FROM backend.feedback_messages
+			WHERE account_id = $1 ORDER BY created_at DESC LIMIT 1
+		) latest
+		WHERE reply_body IS NOT NULL AND (reply_read_at IS NULL OR reply_read_at > $2)`,
+		accountID, cutoff).Scan(&vr.Body, &repliedAt)
+	if errors.Is(err, sql.ErrNoRows) {
+		return VisibleReply{}, false, nil
+	}
+	if err != nil {
+		return VisibleReply{}, false, fmt.Errorf("feedback: latest visible reply %s: %w", accountID, err)
+	}
+	if repliedAt.Valid {
+		vr.RepliedAt = repliedAt.Time
+	}
+	return vr, true, nil
+}
+
+// MarkRepliesDelivered stamps reply_read_at on every not-yet-delivered reply of the
+// account (delivery counts as read), clearing the badge when the player opens the
+// feedback screen.
+func (s *Store) MarkRepliesDelivered(ctx context.Context, accountID uuid.UUID, at time.Time) error {
+	if _, err := s.db.ExecContext(ctx,
+		`UPDATE backend.feedback_messages SET reply_read_at = $2
+		 WHERE account_id = $1 AND reply_body IS NOT NULL AND reply_read_at IS NULL`,
+		accountID, at); err != nil {
+		return fmt.Errorf("feedback: mark replies delivered %s: %w", accountID, err)
+	}
+	return nil
+}
+
+// MarkRead stamps read_at the first time, marking the message dealt-with without any
+// other action; a re-mark keeps the original time.
+func (s *Store) MarkRead(ctx context.Context, id uuid.UUID, at time.Time) error {
+	if _, err := s.db.ExecContext(ctx,
+		`UPDATE backend.feedback_messages SET read_at = COALESCE(read_at, $2) WHERE message_id = $1`,
+		id, at); err != nil {
+		return fmt.Errorf("feedback: mark read %s: %w", id, err)
+	}
+	return nil
+}
+
+// Reply sets (or replaces) the operator reply on a message, marks it read, and
+// resets its delivery so the player is notified again. Returns the message's
+// account_id for the live notification, or ErrNotFound.
+func (s *Store) Reply(ctx context.Context, id uuid.UUID, body string, at time.Time) (uuid.UUID, error) {
+	var accountID uuid.UUID
+	err := s.db.QueryRowContext(ctx,
+		`UPDATE backend.feedback_messages
+		   SET reply_body = $2, replied_at = $3, reply_read_at = NULL, read_at = COALESCE(read_at, $3)
+		 WHERE message_id = $1
+		 RETURNING account_id`,
+		id, body, at).Scan(&accountID)
+	if errors.Is(err, sql.ErrNoRows) {
+		return uuid.Nil, ErrNotFound
+	}
+	if err != nil {
+		return uuid.Nil, fmt.Errorf("feedback: reply %s: %w", id, err)
+	}
+	return accountID, nil
+}
+
+// Archive files a handled message away and marks it read.
+func (s *Store) Archive(ctx context.Context, id uuid.UUID, at time.Time) error {
+	if _, err := s.db.ExecContext(ctx,
+		`UPDATE backend.feedback_messages
+		   SET archived_at = COALESCE(archived_at, $2), read_at = COALESCE(read_at, $2)
+		 WHERE message_id = $1`,
+		id, at); err != nil {
+		return fmt.Errorf("feedback: archive %s: %w", id, err)
+	}
+	return nil
+}
+
+// Delete physically removes a message (with its attachment).
+func (s *Store) Delete(ctx context.Context, id uuid.UUID) error {
+	if _, err := s.db.ExecContext(ctx,
+		`DELETE FROM backend.feedback_messages WHERE message_id = $1`, id); err != nil {
+		return fmt.Errorf("feedback: delete %s: %w", id, err)
+	}
+	return nil
+}
+
+// DeleteAllByAccount physically removes every message of an account.
+func (s *Store) DeleteAllByAccount(ctx context.Context, accountID uuid.UUID) error {
+	if _, err := s.db.ExecContext(ctx,
+		`DELETE FROM backend.feedback_messages WHERE account_id = $1`, accountID); err != nil {
+		return fmt.Errorf("feedback: delete all %s: %w", accountID, err)
+	}
+	return nil
+}
+
+// Attachment returns a message's stored file name and bytes, reporting false when
+// the message has no attachment or does not exist.
+func (s *Store) Attachment(ctx context.Context, id uuid.UUID) (string, []byte, bool, error) {
+	var name string
+	var data []byte
+	err := s.db.QueryRowContext(ctx,
+		`SELECT COALESCE(attachment_name, ''), attachment FROM backend.feedback_messages WHERE message_id = $1`,
+		id).Scan(&name, &data)
+	if errors.Is(err, sql.ErrNoRows) {
+		return "", nil, false, nil
+	}
+	if err != nil {
+		return "", nil, false, fmt.Errorf("feedback: attachment %s: %w", id, err)
+	}
+	if data == nil {
+		return "", nil, false, nil
+	}
+	return name, data, true, nil
+}
+
+// AdminMessage is one feedback message in the operator console detail view: the
+// message with its sender's resolved display name and source. The attachment bytes
+// are not loaded here (served separately); only their presence and name are.
+type AdminMessage struct {
+	ID         uuid.UUID
+	AccountID  uuid.UUID
+	SenderName string
+	Source     string
+	Body       string
+	Channel    string
+	// Lang is the sender's interface language and ChannelLang the connector bot language
+	// (en/ru, empty for a non-connector channel) — both snapshotted at submit time.
+	Lang           string
+	ChannelLang    string
+	SenderIP       string
+	HasAttachment  bool
+	AttachmentName string
+	Read           bool
+	Archived       bool
+	Replied        bool
+	ReplyBody      string
+	RepliedAt      time.Time
+	CreatedAt      time.Time
+}
+
+// AdminRow is one feedback message in the console list (a lighter projection).
+type AdminRow struct {
+	ID            uuid.UUID
+	AccountID     uuid.UUID
+	SenderName    string
+	Source        string
+	Channel       string
+	HasAttachment bool
+	Read          bool
+	Replied       bool
+	Archived      bool
+	CreatedAt     time.Time
+}
+
+// AdminFilter narrows the console feedback list. Status is one of "unread"
+// (default), "read" or "archived". NameMask/ExtMask are glob masks
+// (account.LikePattern) on the sender's display name / any identity's external id;
+// AccountID, when set, restricts to one account (the per-user link from /users).
+type AdminFilter struct {
+	Status    string
+	NameMask  string
+	ExtMask   string
+	AccountID uuid.UUID
+}
+
+// feedbackSource projects a sender's source: guest, robot, or its oldest identity
+// kind ("—" when it has none). Mirrors social.adminMessageSource.
+const feedbackSource = `CASE
+	WHEN a.is_guest THEN 'guest'
+	WHEN EXISTS (SELECT 1 FROM backend.identities i WHERE i.account_id = a.account_id AND i.kind = 'robot') THEN 'robot'
+	ELSE COALESCE((SELECT i2.kind FROM backend.identities i2 WHERE i2.account_id = a.account_id ORDER BY i2.created_at ASC LIMIT 1), '—')
+END`
+
+// adminWhere builds the shared WHERE clause and its positional args (from $1).
+func adminWhere(f AdminFilter) (string, []any) {
+	var where string
+	switch f.Status {
+	case "archived":
+		where = `m.archived_at IS NOT NULL`
+	case "read":
+		where = `m.read_at IS NOT NULL AND m.archived_at IS NULL`
+	default: // unread
+		where = `m.read_at IS NULL AND m.archived_at IS NULL`
+	}
+	var args []any
+	if f.AccountID != uuid.Nil {
+		args = append(args, f.AccountID)
+		where += fmt.Sprintf(` AND m.account_id = $%d`, len(args))
+	}
+	if name := account.LikePattern(f.NameMask); name != "" {
+		args = append(args, name)
+		where += fmt.Sprintf(` AND a.display_name ILIKE $%d ESCAPE '\'`, len(args))
+	}
+	if ext := account.LikePattern(f.ExtMask); ext != "" {
+		args = append(args, ext)
+		where += fmt.Sprintf(` AND EXISTS (SELECT 1 FROM backend.identities ie WHERE ie.account_id = a.account_id AND ie.external_id ILIKE $%d ESCAPE '\')`, len(args))
+	}
+	return where, args
+}
+
+// AdminList returns the filtered console feedback list, newest first, paginated.
+func (s *Store) AdminList(ctx context.Context, f AdminFilter, limit, offset int) ([]AdminRow, error) {
+	where, args := adminWhere(f)
+	q := `SELECT m.message_id, m.account_id, a.display_name, ` + feedbackSource + ` AS source, m.channel,
+		(m.attachment IS NOT NULL), (m.read_at IS NOT NULL), (m.reply_body IS NOT NULL), (m.archived_at IS NOT NULL), m.created_at
+	FROM backend.feedback_messages m
+	JOIN backend.accounts a ON a.account_id = m.account_id
+	WHERE ` + where +
+		fmt.Sprintf(` ORDER BY m.created_at DESC LIMIT $%d OFFSET $%d`, len(args)+1, len(args)+2)
+	args = append(args, limit, offset)
+	rows, err := s.db.QueryContext(ctx, q, args...)
+	if err != nil {
+		return nil, fmt.Errorf("feedback: admin list: %w", err)
+	}
+	defer rows.Close()
+	var out []AdminRow
+	for rows.Next() {
+		var r AdminRow
+		if err := rows.Scan(&r.ID, &r.AccountID, &r.SenderName, &r.Source, &r.Channel,
+			&r.HasAttachment, &r.Read, &r.Replied, &r.Archived, &r.CreatedAt); err != nil {
+			return nil, fmt.Errorf("feedback: scan admin row: %w", err)
+		}
+		out = append(out, r)
+	}
+	return out, rows.Err()
+}
+
+// AdminCount counts the filtered console feedback list, for the pager.
+func (s *Store) AdminCount(ctx context.Context, f AdminFilter) (int, error) {
+	where, args := adminWhere(f)
+	var n int
+	q := `SELECT COUNT(*) FROM backend.feedback_messages m JOIN backend.accounts a ON a.account_id = m.account_id WHERE ` + where
+	if err := s.db.QueryRowContext(ctx, q, args...).Scan(&n); err != nil {
+		return 0, fmt.Errorf("feedback: admin count: %w", err)
+	}
+	return n, nil
+}
+
+// AdminGet loads one message for the console detail view, or ErrNotFound.
+func (s *Store) AdminGet(ctx context.Context, id uuid.UUID) (AdminMessage, error) {
+	var m AdminMessage
+	var repliedAt sql.NullTime
+	q := `SELECT m.message_id, m.account_id, a.display_name, ` + feedbackSource + ` AS source, m.body, m.channel,
+		COALESCE(m.lang, ''), COALESCE(m.channel_lang, ''),
+		COALESCE(m.sender_ip, ''), (m.attachment IS NOT NULL), COALESCE(m.attachment_name, ''),
+		(m.read_at IS NOT NULL), (m.archived_at IS NOT NULL), (m.reply_body IS NOT NULL),
+		COALESCE(m.reply_body, ''), m.replied_at, m.created_at
+	FROM backend.feedback_messages m
+	JOIN backend.accounts a ON a.account_id = m.account_id
+	WHERE m.message_id = $1`
+	err := s.db.QueryRowContext(ctx, q, id).Scan(
+		&m.ID, &m.AccountID, &m.SenderName, &m.Source, &m.Body, &m.Channel,
+		&m.Lang, &m.ChannelLang,
+		&m.SenderIP, &m.HasAttachment, &m.AttachmentName,
+		&m.Read, &m.Archived, &m.Replied, &m.ReplyBody, &repliedAt, &m.CreatedAt)
+	if errors.Is(err, sql.ErrNoRows) {
+		return AdminMessage{}, ErrNotFound
+	}
+	if err != nil {
+		return AdminMessage{}, fmt.Errorf("feedback: admin get %s: %w", id, err)
+	}
+	if repliedAt.Valid {
+		m.RepliedAt = repliedAt.Time
+	}
+	return m, nil
+}
+
+// CountUnread counts the active (unread, not archived) feedback queue, for the
+// console dashboard.
+func (s *Store) CountUnread(ctx context.Context) (int, error) {
+	var n int
+	if err := s.db.QueryRowContext(ctx,
+		`SELECT COUNT(*) FROM backend.feedback_messages WHERE read_at IS NULL AND archived_at IS NULL`,
+	).Scan(&n); err != nil {
+		return 0, fmt.Errorf("feedback: count unread: %w", err)
+	}
+	return n, nil
+}

backend/internal/inttest/feedback_test.go

@@ -0,0 +1,307 @@
+//go:build integration
+
+package inttest
+
+import (
+	"context"
+	"errors"
+	"strings"
+	"testing"
+
+	"github.com/google/uuid"
+
+	"scrabble/backend/internal/account"
+	"scrabble/backend/internal/feedback"
+)
+
+func newFeedbackService() *feedback.Service {
+	return feedback.NewService(feedback.NewStore(testDB), account.NewStore(testDB))
+}
+
+// latestFeedbackID returns the id of the account's single message (across states).
+func latestFeedbackID(t *testing.T, svc *feedback.Service, acc uuid.UUID) uuid.UUID {
+	t.Helper()
+	ctx := context.Background()
+	for _, status := range []string{"unread", "read", "archived"} {
+		rows, err := svc.AdminList(ctx, feedback.AdminFilter{AccountID: acc, Status: status}, 50, 0)
+		if err != nil {
+			t.Fatalf("admin list %s: %v", status, err)
+		}
+		if len(rows) > 0 {
+			return rows[0].ID
+		}
+	}
+	t.Fatal("no feedback message for account")
+	return uuid.Nil
+}
+
+func TestFeedbackGuestRejected(t *testing.T) {
+	svc := newFeedbackService()
+	guest := provisionGuest(t)
+	if err := svc.Submit(context.Background(), guest, "hi", nil, "", "web", "1.2.3.4"); !errors.Is(err, feedback.ErrGuestForbidden) {
+		t.Fatalf("guest submit err = %v, want ErrGuestForbidden", err)
+	}
+}
+
+func TestFeedbackSubmitGateAndReplyLifecycle(t *testing.T) {
+	ctx := context.Background()
+	svc := newFeedbackService()
+	acc := provisionAccount(t)
+
+	if err := svc.Submit(ctx, acc, "  please fix the board  ", []byte("PNGDATA"), "shot.png", "ios", "9.9.9.9"); err != nil {
+		t.Fatalf("submit: %v", err)
+	}
+	// Anti-spam gate: a second message is refused while the first is unreviewed.
+	if err := svc.Submit(ctx, acc, "again", nil, "", "web", ""); !errors.Is(err, feedback.ErrPendingReview) {
+		t.Fatalf("second submit err = %v, want ErrPendingReview", err)
+	}
+	if st, err := svc.State(ctx, acc); err != nil {
+		t.Fatal(err)
+	} else if st.CanSend || st.BlockedReason != "pending" || st.Reply != nil {
+		t.Fatalf("state = %+v, want pending / no reply", st)
+	}
+
+	id := latestFeedbackID(t, svc, acc)
+	m, err := svc.AdminGet(ctx, id)
+	if err != nil {
+		t.Fatalf("admin get: %v", err)
+	}
+	if m.Body != "please fix the board" { // trimmed
+		t.Fatalf("body = %q, want trimmed", m.Body)
+	}
+	if !m.HasAttachment || m.AttachmentName != "shot.png" || m.Channel != "ios" || m.SenderIP != "9.9.9.9" {
+		t.Fatalf("admin message = %+v", m)
+	}
+	if name, data, ok, err := svc.Attachment(ctx, id); err != nil || !ok || name != "shot.png" || string(data) != "PNGDATA" {
+		t.Fatalf("attachment = (%q, %q, %v, %v)", name, data, ok, err)
+	}
+
+	// Reply: marks the message read (so the player can send again) and is undelivered.
+	if err := svc.Reply(ctx, id, "We are on it."); err != nil {
+		t.Fatalf("reply: %v", err)
+	}
+	if unread, err := svc.ReplyUnread(ctx, acc); err != nil || !unread {
+		t.Fatalf("reply unread = %v (err %v), want true", unread, err)
+	}
+	st, err := svc.State(ctx, acc)
+	if err != nil {
+		t.Fatal(err)
+	}
+	if !st.CanSend {
+		t.Fatal("want canSend true after the message was read via reply")
+	}
+	if st.Reply == nil || st.Reply.Body != "We are on it." {
+		t.Fatalf("reply not shown: %+v", st.Reply)
+	}
+	// Fetching the state delivered the reply: the badge clears.
+	if unread, err := svc.ReplyUnread(ctx, acc); err != nil || unread {
+		t.Fatalf("reply unread = %v (err %v), want false after State", unread, err)
+	}
+
+	// The reply is hidden one week after it was delivered.
+	if _, err := testDB.ExecContext(ctx,
+		`UPDATE backend.feedback_messages SET reply_read_at = now() - interval '8 days' WHERE message_id = $1`, id); err != nil {
+		t.Fatalf("age reply: %v", err)
+	}
+	if st, err := svc.State(ctx, acc); err != nil {
+		t.Fatal(err)
+	} else if st.Reply != nil {
+		t.Fatalf("reply should be hidden after a week, got %+v", st.Reply)
+	}
+}
+
+func TestFeedbackReplyHiddenAfterNewMessage(t *testing.T) {
+	ctx := context.Background()
+	svc := newFeedbackService()
+	acc := provisionAccount(t)
+
+	// msg1, replied → the player can send again and currently sees the reply.
+	if err := svc.Submit(ctx, acc, "first", nil, "", "web", ""); err != nil {
+		t.Fatalf("submit msg1: %v", err)
+	}
+	if err := svc.Reply(ctx, latestFeedbackID(t, svc, acc), "the answer"); err != nil {
+		t.Fatalf("reply: %v", err)
+	}
+	if st, err := svc.State(ctx, acc); err != nil {
+		t.Fatal(err)
+	} else if st.Reply == nil || st.Reply.Body != "the answer" {
+		t.Fatalf("reply not shown before the new message: %+v", st.Reply)
+	}
+
+	// Sending a new message immediately drops the previous reply (it now belongs to an
+	// older message), even though it is well within the one-week window.
+	if err := svc.Submit(ctx, acc, "second", nil, "", "web", ""); err != nil {
+		t.Fatalf("submit msg2: %v", err)
+	}
+	st, err := svc.State(ctx, acc)
+	if err != nil {
+		t.Fatal(err)
+	}
+	if st.Reply != nil {
+		t.Fatalf("reply should be hidden after a new message, got %+v", st.Reply)
+	}
+	if st.CanSend || st.BlockedReason != "pending" {
+		t.Fatalf("state after new message = %+v, want pending", st)
+	}
+}
+
+func TestFeedbackSnapshotsLanguages(t *testing.T) {
+	ctx := context.Background()
+	svc := newFeedbackService()
+	acc := provisionAccount(t)
+	if _, err := testDB.ExecContext(ctx,
+		`UPDATE backend.accounts SET preferred_language = 'en', service_language = 'ru' WHERE account_id = $1`, acc); err != nil {
+		t.Fatalf("set languages: %v", err)
+	}
+	// A Telegram (connector) message snapshots both the interface language and the bot.
+	if err := svc.Submit(ctx, acc, "from telegram", nil, "", "telegram", ""); err != nil {
+		t.Fatalf("submit: %v", err)
+	}
+	id := latestFeedbackID(t, svc, acc)
+	if m, err := svc.AdminGet(ctx, id); err != nil {
+		t.Fatalf("admin get: %v", err)
+	} else if m.Lang != "en" || m.ChannelLang != "ru" {
+		t.Fatalf("snapshot = lang %q / channel_lang %q, want en / ru", m.Lang, m.ChannelLang)
+	}
+	// Changing the account afterwards must not change the stored snapshot.
+	if _, err := testDB.ExecContext(ctx,
+		`UPDATE backend.accounts SET preferred_language = 'ru', service_language = 'en' WHERE account_id = $1`, acc); err != nil {
+		t.Fatalf("change languages: %v", err)
+	}
+	if m, err := svc.AdminGet(ctx, id); err != nil {
+		t.Fatal(err)
+	} else if m.Lang != "en" || m.ChannelLang != "ru" {
+		t.Fatalf("snapshot drifted after account change = lang %q / channel_lang %q", m.Lang, m.ChannelLang)
+	}
+
+	// A non-connector channel records no bot language even when the account has one.
+	acc2 := provisionAccount(t)
+	if _, err := testDB.ExecContext(ctx,
+		`UPDATE backend.accounts SET preferred_language = 'en', service_language = 'ru' WHERE account_id = $1`, acc2); err != nil {
+		t.Fatalf("set languages 2: %v", err)
+	}
+	if err := svc.Submit(ctx, acc2, "from web", nil, "", "web", ""); err != nil {
+		t.Fatalf("submit web: %v", err)
+	}
+	if m, err := svc.AdminGet(ctx, latestFeedbackID(t, svc, acc2)); err != nil {
+		t.Fatal(err)
+	} else if m.Lang != "en" || m.ChannelLang != "" {
+		t.Fatalf("web snapshot = lang %q / channel_lang %q, want en / empty", m.Lang, m.ChannelLang)
+	}
+}
+
+func TestFeedbackBanRole(t *testing.T) {
+	ctx := context.Background()
+	svc := newFeedbackService()
+	accounts := account.NewStore(testDB)
+	acc := provisionAccount(t)
+
+	if err := accounts.GrantRole(ctx, acc, account.RoleFeedbackBanned); err != nil {
+		t.Fatalf("grant role: %v", err)
+	}
+	if err := svc.Submit(ctx, acc, "hi", nil, "", "web", ""); !errors.Is(err, feedback.ErrBanned) {
+		t.Fatalf("banned submit err = %v, want ErrBanned", err)
+	}
+	if st, err := svc.State(ctx, acc); err != nil {
+		t.Fatal(err)
+	} else if st.CanSend || st.BlockedReason != "banned" {
+		t.Fatalf("state = %+v, want banned", st)
+	}
+	// Revoke restores submission (the /users unblock path).
+	if err := accounts.RevokeRole(ctx, acc, account.RoleFeedbackBanned); err != nil {
+		t.Fatalf("revoke role: %v", err)
+	}
+	if err := svc.Submit(ctx, acc, "hi again", nil, "", "web", ""); err != nil {
+		t.Fatalf("submit after unban: %v", err)
+	}
+}
+
+func TestFeedbackValidation(t *testing.T) {
+	ctx := context.Background()
+	svc := newFeedbackService()
+	tests := []struct {
+		name           string
+		body           string
+		attachment     []byte
+		attachmentName string
+		want           error
+	}{
+		{"empty body", "   ", nil, "", feedback.ErrEmptyMessage},
+		{"too long", strings.Repeat("a", 1025), nil, "", feedback.ErrMessageTooLong},
+		{"bad type", "ok", []byte("x"), "evil.exe", feedback.ErrAttachmentType},
+		{"too large", "ok", make([]byte, 1_000_001), "a.png", feedback.ErrAttachmentTooLarge},
+	}
+	for _, tt := range tests {
+		t.Run(tt.name, func(t *testing.T) {
+			acc := provisionAccount(t) // fresh account so the pending gate never fires first
+			if err := svc.Submit(ctx, acc, tt.body, tt.attachment, tt.attachmentName, "web", ""); !errors.Is(err, tt.want) {
+				t.Fatalf("submit err = %v, want %v", err, tt.want)
+			}
+		})
+	}
+}
+
+func TestFeedbackAdminLifecycle(t *testing.T) {
+	ctx := context.Background()
+	svc := newFeedbackService()
+	acc := provisionAccount(t)
+
+	if err := svc.Submit(ctx, acc, "first report", nil, "", "web", ""); err != nil {
+		t.Fatalf("submit: %v", err)
+	}
+	id := latestFeedbackID(t, svc, acc)
+
+	inCount := func(status string) int {
+		t.Helper()
+		n, err := svc.AdminCount(ctx, feedback.AdminFilter{AccountID: acc, Status: status})
+		if err != nil {
+			t.Fatalf("count %s: %v", status, err)
+		}
+		return n
+	}
+
+	if inCount("unread") != 1 || inCount("read") != 0 || inCount("archived") != 0 {
+		t.Fatalf("after submit: unread=%d read=%d archived=%d", inCount("unread"), inCount("read"), inCount("archived"))
+	}
+	// Marking read moves it from the unread queue to the read list.
+	if err := svc.MarkRead(ctx, id); err != nil {
+		t.Fatalf("mark read: %v", err)
+	}
+	if inCount("unread") != 0 || inCount("read") != 1 {
+		t.Fatalf("after read: unread=%d read=%d", inCount("unread"), inCount("read"))
+	}
+	// Archiving moves it to the archive.
+	if err := svc.Archive(ctx, id); err != nil {
+		t.Fatalf("archive: %v", err)
+	}
+	if inCount("read") != 0 || inCount("archived") != 1 {
+		t.Fatalf("after archive: read=%d archived=%d", inCount("read"), inCount("archived"))
+	}
+	// Deleting removes it entirely.
+	if err := svc.Delete(ctx, id); err != nil {
+		t.Fatalf("delete: %v", err)
+	}
+	if inCount("archived") != 0 {
+		t.Fatalf("after delete: archived=%d, want 0", inCount("archived"))
+	}
+}
+
+func TestFeedbackDeleteAllByAccount(t *testing.T) {
+	ctx := context.Background()
+	svc := newFeedbackService()
+	acc := provisionAccount(t)
+
+	if err := svc.Submit(ctx, acc, "one", nil, "", "web", ""); err != nil {
+		t.Fatalf("submit: %v", err)
+	}
+	if err := svc.DeleteAllByAccount(ctx, acc); err != nil {
+		t.Fatalf("delete all: %v", err)
+	}
+	// The pending gate is clear again (no messages left), so the account can submit.
+	if has, err := svc.ReplyUnread(ctx, acc); err != nil || has {
+		t.Fatalf("reply unread after delete-all = %v (err %v)", has, err)
+	}
+	if err := svc.Submit(ctx, acc, "fresh", nil, "", "web", ""); err != nil {
+		t.Fatalf("submit after delete-all: %v", err)
+	}
+}

backend/internal/notify/notify.go

@@ -53,6 +53,10 @@ const (
 	// becomes an out-of-app push.
 	NotifyInvitationUpdate = "invitation_update"
 	NotifyGameStarted      = "game_started"
+	// NotifyAdminReply tells the player an operator has answered their feedback, so
+	// the client raises the Settings/Info badge and re-fetches the reply. It carries
+	// no payload (the reply is fetched on the feedback screen). In-app only.
+	NotifyAdminReply = "admin_reply"
 )
 
 // Intent is one live event destined for a single user. Payload is the

backend/internal/postgres/jet/backend/model/account_roles.go

@@ -0,0 +1,19 @@
+//
+// Code generated by go-jet DO NOT EDIT.
+//
+// WARNING: Changes to this file may cause incorrect behavior
+// and will be lost if the code is regenerated
+//
+
+package model
+
+import (
+	"github.com/google/uuid"
+	"time"
+)
+
+type AccountRoles struct {
+	AccountID uuid.UUID `sql:"primary_key"`
+	Role      string    `sql:"primary_key"`
+	GrantedAt time.Time
+}

backend/internal/postgres/jet/backend/model/feedback_messages.go

@@ -0,0 +1,31 @@
+//
+// Code generated by go-jet DO NOT EDIT.
+//
+// WARNING: Changes to this file may cause incorrect behavior
+// and will be lost if the code is regenerated
+//
+
+package model
+
+import (
+	"github.com/google/uuid"
+	"time"
+)
+
+type FeedbackMessages struct {
+	MessageID      uuid.UUID `sql:"primary_key"`
+	AccountID      uuid.UUID
+	Body           string
+	Attachment     *[]byte
+	AttachmentName *string
+	SenderIP       *string
+	Channel        string
+	Lang           *string
+	ChannelLang    *string
+	ReadAt         *time.Time
+	ArchivedAt     *time.Time
+	ReplyBody      *string
+	RepliedAt      *time.Time
+	ReplyReadAt    *time.Time
+	CreatedAt      time.Time
+}

backend/internal/postgres/jet/backend/table/account_roles.go

@@ -0,0 +1,84 @@
+//
+// Code generated by go-jet DO NOT EDIT.
+//
+// WARNING: Changes to this file may cause incorrect behavior
+// and will be lost if the code is regenerated
+//
+
+package table
+
+import (
+	"github.com/go-jet/jet/v2/postgres"
+)
+
+var AccountRoles = newAccountRolesTable("backend", "account_roles", "")
+
+type accountRolesTable struct {
+	postgres.Table
+
+	// Columns
+	AccountID postgres.ColumnString
+	Role      postgres.ColumnString
+	GrantedAt postgres.ColumnTimestampz
+
+	AllColumns     postgres.ColumnList
+	MutableColumns postgres.ColumnList
+	DefaultColumns postgres.ColumnList
+}
+
+type AccountRolesTable struct {
+	accountRolesTable
+
+	EXCLUDED accountRolesTable
+}
+
+// AS creates new AccountRolesTable with assigned alias
+func (a AccountRolesTable) AS(alias string) *AccountRolesTable {
+	return newAccountRolesTable(a.SchemaName(), a.TableName(), alias)
+}
+
+// Schema creates new AccountRolesTable with assigned schema name
+func (a AccountRolesTable) FromSchema(schemaName string) *AccountRolesTable {
+	return newAccountRolesTable(schemaName, a.TableName(), a.Alias())
+}
+
+// WithPrefix creates new AccountRolesTable with assigned table prefix
+func (a AccountRolesTable) WithPrefix(prefix string) *AccountRolesTable {
+	return newAccountRolesTable(a.SchemaName(), prefix+a.TableName(), a.TableName())
+}
+
+// WithSuffix creates new AccountRolesTable with assigned table suffix
+func (a AccountRolesTable) WithSuffix(suffix string) *AccountRolesTable {
+	return newAccountRolesTable(a.SchemaName(), a.TableName()+suffix, a.TableName())
+}
+
+func newAccountRolesTable(schemaName, tableName, alias string) *AccountRolesTable {
+	return &AccountRolesTable{
+		accountRolesTable: newAccountRolesTableImpl(schemaName, tableName, alias),
+		EXCLUDED:          newAccountRolesTableImpl("", "excluded", ""),
+	}
+}
+
+func newAccountRolesTableImpl(schemaName, tableName, alias string) accountRolesTable {
+	var (
+		AccountIDColumn = postgres.StringColumn("account_id")
+		RoleColumn      = postgres.StringColumn("role")
+		GrantedAtColumn = postgres.TimestampzColumn("granted_at")
+		allColumns      = postgres.ColumnList{AccountIDColumn, RoleColumn, GrantedAtColumn}
+		mutableColumns  = postgres.ColumnList{GrantedAtColumn}
+		defaultColumns  = postgres.ColumnList{GrantedAtColumn}
+	)
+
+	return accountRolesTable{
+		Table: postgres.NewTable(schemaName, tableName, alias, allColumns...),
+
+		//Columns
+		AccountID: AccountIDColumn,
+		Role:      RoleColumn,
+		GrantedAt: GrantedAtColumn,
+
+		AllColumns:     allColumns,
+		MutableColumns: mutableColumns,
+		DefaultColumns: defaultColumns,
+	}
+}

backend/internal/postgres/jet/backend/table/feedback_messages.go

@@ -0,0 +1,120 @@
+//
+// Code generated by go-jet DO NOT EDIT.
+//
+// WARNING: Changes to this file may cause incorrect behavior
+// and will be lost if the code is regenerated
+//
+
+package table
+
+import (
+	"github.com/go-jet/jet/v2/postgres"
+)
+
+var FeedbackMessages = newFeedbackMessagesTable("backend", "feedback_messages", "")
+
+type feedbackMessagesTable struct {
+	postgres.Table
+
+	// Columns
+	MessageID      postgres.ColumnString
+	AccountID      postgres.ColumnString
+	Body           postgres.ColumnString
+	Attachment     postgres.ColumnBytea
+	AttachmentName postgres.ColumnString
+	SenderIP       postgres.ColumnString
+	Channel        postgres.ColumnString
+	Lang           postgres.ColumnString
+	ChannelLang    postgres.ColumnString
+	ReadAt         postgres.ColumnTimestampz
+	ArchivedAt     postgres.ColumnTimestampz
+	ReplyBody      postgres.ColumnString
+	RepliedAt      postgres.ColumnTimestampz
+	ReplyReadAt    postgres.ColumnTimestampz
+	CreatedAt      postgres.ColumnTimestampz
+
+	AllColumns     postgres.ColumnList
+	MutableColumns postgres.ColumnList
+	DefaultColumns postgres.ColumnList
+}
+
+type FeedbackMessagesTable struct {
+	feedbackMessagesTable
+
+	EXCLUDED feedbackMessagesTable
+}
+
+// AS creates new FeedbackMessagesTable with assigned alias
+func (a FeedbackMessagesTable) AS(alias string) *FeedbackMessagesTable {
+	return newFeedbackMessagesTable(a.SchemaName(), a.TableName(), alias)
+}
+
+// Schema creates new FeedbackMessagesTable with assigned schema name
+func (a FeedbackMessagesTable) FromSchema(schemaName string) *FeedbackMessagesTable {
+	return newFeedbackMessagesTable(schemaName, a.TableName(), a.Alias())
+}
+
+// WithPrefix creates new FeedbackMessagesTable with assigned table prefix
+func (a FeedbackMessagesTable) WithPrefix(prefix string) *FeedbackMessagesTable {
+	return newFeedbackMessagesTable(a.SchemaName(), prefix+a.TableName(), a.TableName())
+}
+
+// WithSuffix creates new FeedbackMessagesTable with assigned table suffix
+func (a FeedbackMessagesTable) WithSuffix(suffix string) *FeedbackMessagesTable {
+	return newFeedbackMessagesTable(a.SchemaName(), a.TableName()+suffix, a.TableName())
+}
+
+func newFeedbackMessagesTable(schemaName, tableName, alias string) *FeedbackMessagesTable {
+	return &FeedbackMessagesTable{
+		feedbackMessagesTable: newFeedbackMessagesTableImpl(schemaName, tableName, alias),
+		EXCLUDED:              newFeedbackMessagesTableImpl("", "excluded", ""),
+	}
+}
+
+func newFeedbackMessagesTableImpl(schemaName, tableName, alias string) feedbackMessagesTable {
+	var (
+		MessageIDColumn      = postgres.StringColumn("message_id")
+		AccountIDColumn      = postgres.StringColumn("account_id")
+		BodyColumn           = postgres.StringColumn("body")
+		AttachmentColumn     = postgres.ByteaColumn("attachment")
+		AttachmentNameColumn = postgres.StringColumn("attachment_name")
+		SenderIPColumn       = postgres.StringColumn("sender_ip")
+		ChannelColumn        = postgres.StringColumn("channel")
+		LangColumn           = postgres.StringColumn("lang")
+		ChannelLangColumn    = postgres.StringColumn("channel_lang")
+		ReadAtColumn         = postgres.TimestampzColumn("read_at")
+		ArchivedAtColumn     = postgres.TimestampzColumn("archived_at")
+		ReplyBodyColumn      = postgres.StringColumn("reply_body")
+		RepliedAtColumn      = postgres.TimestampzColumn("replied_at")
+		ReplyReadAtColumn    = postgres.TimestampzColumn("reply_read_at")
+		CreatedAtColumn      = postgres.TimestampzColumn("created_at")
+		allColumns           = postgres.ColumnList{MessageIDColumn, AccountIDColumn, BodyColumn, AttachmentColumn, AttachmentNameColumn, SenderIPColumn, ChannelColumn, LangColumn, ChannelLangColumn, ReadAtColumn, ArchivedAtColumn, ReplyBodyColumn, RepliedAtColumn, ReplyReadAtColumn, CreatedAtColumn}
+		mutableColumns       = postgres.ColumnList{AccountIDColumn, BodyColumn, AttachmentColumn, AttachmentNameColumn, SenderIPColumn, ChannelColumn, LangColumn, ChannelLangColumn, ReadAtColumn, ArchivedAtColumn, ReplyBodyColumn, RepliedAtColumn, ReplyReadAtColumn, CreatedAtColumn}
+		defaultColumns       = postgres.ColumnList{CreatedAtColumn}
+	)
+
+	return feedbackMessagesTable{
+		Table: postgres.NewTable(schemaName, tableName, alias, allColumns...),
+
+		//Columns
+		MessageID:      MessageIDColumn,
+		AccountID:      AccountIDColumn,
+		Body:           BodyColumn,
+		Attachment:     AttachmentColumn,
+		AttachmentName: AttachmentNameColumn,
+		SenderIP:       SenderIPColumn,
+		Channel:        ChannelColumn,
+		Lang:           LangColumn,
+		ChannelLang:    ChannelLangColumn,
+		ReadAt:         ReadAtColumn,
+		ArchivedAt:     ArchivedAtColumn,
+		ReplyBody:      ReplyBodyColumn,
+		RepliedAt:      RepliedAtColumn,
+		ReplyReadAt:    ReplyReadAtColumn,
+		CreatedAt:      CreatedAtColumn,
+
+		AllColumns:     allColumns,
+		MutableColumns: mutableColumns,
+		DefaultColumns: defaultColumns,
+	}
+}

backend/internal/postgres/jet/backend/table/table_use_schema.go

@@ -10,6 +10,7 @@ package table
 // UseSchema sets a new schema name for all generated table SQL builder types. It is recommended to invoke
 // this method only once at the beginning of the program.
 func UseSchema(schema string) {
+	AccountRoles = AccountRoles.FromSchema(schema)
 	AccountStats = AccountStats.FromSchema(schema)
 	AccountSuspensions = AccountSuspensions.FromSchema(schema)
 	Accounts = Accounts.FromSchema(schema)
@@ -18,6 +19,7 @@ func UseSchema(schema string) {
 	Complaints = Complaints.FromSchema(schema)
 	DictionaryState = DictionaryState.FromSchema(schema)
 	EmailConfirmations = EmailConfirmations.FromSchema(schema)
+	FeedbackMessages = FeedbackMessages.FromSchema(schema)
 	FriendCodes = FriendCodes.FromSchema(schema)
 	Friendships = Friendships.FromSchema(schema)
 	GameDrafts = GameDrafts.FromSchema(schema)

backend/internal/postgres/migrations/00004_feedback.sql

@@ -0,0 +1,55 @@
+-- +goose Up
+-- User feedback ("Обратная связь"): a flat list of messages a registered player sends to the
+-- operators from Settings -> Info, each with an optional single attachment, plus the operator's
+-- inline reply shown back to the player. Distinct from the in-game chat_messages (peer-to-peer)
+-- and from the out-of-app Telegram messages. Also introduces account_roles, the project's first
+-- per-account role table, replacing per-feature boolean flags. See docs/ARCHITECTURE.md.
+SET search_path = backend, pg_catalog;
+
+-- One feedback message. read_at marks "the operator has dealt with this" (set by every console
+-- action: read / reply / archive; never by merely opening the detail). The anti-spam gate forbids
+-- a new submission while the player has any read_at IS NULL message. archived_at files a handled
+-- message away. The reply lives on the same row: reply_body/replied_at are stamped when the
+-- operator answers; reply_read_at is stamped when the player's app first fetches the reply for
+-- display ("delivered = read"), and the reply is hidden from the player one week after that.
+-- attachment is the raw bytes (capped at 1,000,000 in Go); attachment_name carries the original
+-- file name (its extension drives the safe content-type at serve time). sender_ip is the
+-- gateway-forwarded client IP (validated, like chat); channel is the submitting platform
+-- (telegram/ios/android/web, validated in Go). The sender's interface/bot language snapshots
+-- (lang, channel_lang) are added additively in 00005.
+CREATE TABLE feedback_messages (
+    message_id      uuid        PRIMARY KEY,
+    account_id      uuid        NOT NULL REFERENCES accounts (account_id) ON DELETE CASCADE,
+    body            text        NOT NULL,
+    attachment      bytea,
+    attachment_name text,
+    sender_ip       text,
+    channel         text        NOT NULL,
+    read_at         timestamptz,
+    archived_at     timestamptz,
+    reply_body      text,
+    replied_at      timestamptz,
+    reply_read_at   timestamptz,
+    created_at      timestamptz NOT NULL DEFAULT now()
+);
+-- The per-player probes (anti-spam "has unread", "latest message", "latest reply") and the
+-- console's user-scoped search all look an account up newest-first.
+CREATE INDEX feedback_messages_account_idx ON feedback_messages (account_id, created_at DESC);
+-- The console queue lists messages newest-first across all accounts.
+CREATE INDEX feedback_messages_created_idx ON feedback_messages (created_at DESC);
+
+-- Named per-account roles. A reusable replacement for per-feature boolean flags: the first role,
+-- 'feedback_banned', forbids only feedback submission (not the whole account, unlike a
+-- suspension). Roles are validated in Go (no CHECK here) so new ones need no migration. Granted
+-- from the feedback console (the "block" checkbox on delete) and granted/revoked from /users.
+CREATE TABLE account_roles (
+    account_id uuid        NOT NULL REFERENCES accounts (account_id) ON DELETE CASCADE,
+    role       text        NOT NULL,
+    granted_at timestamptz NOT NULL DEFAULT now(),
+    PRIMARY KEY (account_id, role)
+);
+
+-- +goose Down
+SET search_path = backend, pg_catalog;
+DROP TABLE IF EXISTS account_roles;
+DROP TABLE IF EXISTS feedback_messages;

backend/internal/postgres/migrations/00005_feedback_languages.sql

@@ -0,0 +1,15 @@
+-- +goose Up
+-- Snapshot the sender's languages on each feedback message, taken at submit time so the
+-- operator console shows the state as it was, not the account's current settings (the same
+-- snapshot discipline as a suspension's reason). lang is the sender's interface language;
+-- channel_lang is the connector bot language (en/ru) when the message arrived through an
+-- external connector (Telegram), else NULL. Additive over 00004 so it applies forward-safe.
+SET search_path = backend, pg_catalog;
+
+ALTER TABLE feedback_messages ADD COLUMN lang text;
+ALTER TABLE feedback_messages ADD COLUMN channel_lang text;
+
+-- +goose Down
+SET search_path = backend, pg_catalog;
+ALTER TABLE feedback_messages DROP COLUMN IF EXISTS channel_lang;
+ALTER TABLE feedback_messages DROP COLUMN IF EXISTS lang;

backend/internal/server/dto.go

@@ -27,9 +27,11 @@ type okResponse struct {
 	OK bool `json:"ok"`
 }
 
-// resolveResponse maps a session token to its account.
+// resolveResponse maps a session token to its account. IsGuest lets the gateway
+// gate guest-forbidden operations without an extra round-trip.
 type resolveResponse struct {
-	UserID string `json:"user_id"`
+	UserID  string `json:"user_id"`
+	IsGuest bool   `json:"is_guest"`
 }
 
 // profileResponse is the authenticated account's own profile. AwayStart and AwayEnd

backend/internal/server/handlers.go

@@ -12,6 +12,7 @@ import (
 	"scrabble/backend/internal/account"
 	"scrabble/backend/internal/accountmerge"
 	"scrabble/backend/internal/engine"
+	"scrabble/backend/internal/feedback"
 	"scrabble/backend/internal/game"
 	"scrabble/backend/internal/lobby"
 	"scrabble/backend/internal/session"
@@ -77,6 +78,11 @@ func (s *Server) registerRoutes() {
 		u.PUT("/games/:id/draft", s.handleSaveDraft)
 		u.POST("/games/:id/hide", s.handleHideGame)
 	}
+	if s.feedback != nil {
+		u.POST("/feedback", s.handleFeedbackSubmit)
+		u.GET("/feedback", s.handleFeedbackState)
+		u.GET("/feedback/unread", s.handleFeedbackUnread)
+	}
 	if s.matchmaker != nil {
 		u.POST("/lobby/enqueue", s.handleEnqueue)
 	}
@@ -232,6 +238,20 @@ func statusForError(err error) (int, string) {
 		return http.StatusConflict, "request_declined"
 	case errors.Is(err, social.ErrFriendCodeInvalid):
 		return http.StatusUnprocessableEntity, "friend_code_invalid"
+	case errors.Is(err, feedback.ErrGuestForbidden):
+		return http.StatusForbidden, "feedback_guest_forbidden"
+	case errors.Is(err, feedback.ErrBanned):
+		return http.StatusForbidden, "feedback_banned"
+	case errors.Is(err, feedback.ErrPendingReview):
+		return http.StatusConflict, "feedback_pending"
+	case errors.Is(err, feedback.ErrEmptyMessage):
+		return http.StatusUnprocessableEntity, "feedback_empty"
+	case errors.Is(err, feedback.ErrMessageTooLong):
+		return http.StatusUnprocessableEntity, "feedback_too_long"
+	case errors.Is(err, feedback.ErrAttachmentTooLarge):
+		return http.StatusUnprocessableEntity, "feedback_attachment_too_large"
+	case errors.Is(err, feedback.ErrAttachmentType):
+		return http.StatusUnprocessableEntity, "feedback_attachment_type"
 	default:
 		return http.StatusInternalServerError, "internal"
 	}

backend/internal/server/handlers_admin_console.go

@@ -58,6 +58,8 @@ func (s *Server) registerConsole(router *gin.Engine) {
 	gm.POST("/users/:id/grant-hints", s.consoleGrantHints)
 	gm.POST("/users/:id/block", s.consoleBlockUser)
 	gm.POST("/users/:id/unblock", s.consoleUnblockUser)
+	gm.POST("/users/:id/grant-role", s.consoleGrantRole)
+	gm.POST("/users/:id/revoke-role", s.consoleRevokeRole)
 	gm.GET("/reasons", s.consoleReasons)
 	gm.POST("/reasons", s.consoleCreateReason)
 	gm.POST("/reasons/:id/update", s.consoleUpdateReason)
@@ -68,6 +70,16 @@ func (s *Server) registerConsole(router *gin.Engine) {
 	gm.GET("/complaints", s.consoleComplaints)
 	gm.GET("/complaints/:id", s.consoleComplaintDetail)
 	gm.POST("/complaints/:id/resolve", s.consoleResolveComplaint)
+	if s.feedback != nil {
+		gm.GET("/feedback", s.consoleFeedback)
+		gm.GET("/feedback/:id", s.consoleFeedbackDetail)
+		gm.GET("/feedback/:id/attachment", s.consoleFeedbackAttachment)
+		gm.POST("/feedback/:id/read", s.consoleFeedbackRead)
+		gm.POST("/feedback/:id/reply", s.consoleFeedbackReply)
+		gm.POST("/feedback/:id/archive", s.consoleFeedbackArchive)
+		gm.POST("/feedback/:id/delete", s.consoleFeedbackDelete)
+		gm.POST("/feedback/:id/delete-all", s.consoleFeedbackDeleteAll)
+	}
 	gm.GET("/messages", s.consoleMessages)
 	gm.GET("/messages.csv", s.consoleMessagesCSV)
 	gm.GET("/dictionary", s.consoleDictionary)
@@ -87,6 +99,9 @@ func (s *Server) consoleDashboard(c *gin.Context) {
 	view.Games, _ = s.games.CountGames(ctx, "")
 	view.ActiveGames, _ = s.games.CountGames(ctx, game.StatusActive)
 	view.OpenComplaints, _ = s.games.CountComplaints(ctx, game.StatusComplaintOpen)
+	if s.feedback != nil {
+		view.OpenFeedback, _ = s.feedback.CountUnread(ctx)
+	}
 	if changes, err := s.games.DictionaryChanges(ctx); err == nil {
 		view.PendingChanges = len(changes)
 	}
@@ -316,6 +331,10 @@ func (s *Server) consoleUserDetail(c *gin.Context) {
 			view.Reasons = append(view.Reasons, adminconsole.ReasonOption{ID: r.ID.String(), TextEn: r.TextEn, TextRu: r.TextRu})
 		}
 	}
+	if roles, err := s.accounts.ListRoles(ctx, id); err == nil {
+		view.Roles = roles
+	}
+	view.KnownRoles = account.KnownRoles
 	s.renderConsole(c, "user_detail", "users", acc.DisplayName, view)
 }
 

backend/internal/server/handlers_admin_feedback.go

@@ -0,0 +1,294 @@
+package server
+
+import (
+	"context"
+	"html/template"
+	"net/http"
+	"net/url"
+	"strings"
+
+	"github.com/gin-gonic/gin"
+	"github.com/google/uuid"
+
+	"scrabble/backend/internal/account"
+	"scrabble/backend/internal/adminconsole"
+	"scrabble/backend/internal/feedback"
+)
+
+// consoleFeedback renders the paginated feedback queue, filtered by state
+// (unread/read/archived), optionally pinned to one sender (?user=) and narrowed by
+// sender glob masks (?name / ?ext).
+func (s *Server) consoleFeedback(c *gin.Context) {
+	ctx := c.Request.Context()
+	page := consolePage(c)
+	status := normalizeFeedbackStatus(c.Query("status"))
+	user, _ := uuid.Parse(strings.TrimSpace(c.Query("user")))
+	filter := feedback.AdminFilter{
+		Status:    status,
+		NameMask:  c.Query("name"),
+		ExtMask:   c.Query("ext"),
+		AccountID: user,
+	}
+	total, _ := s.feedback.AdminCount(ctx, filter)
+	rows, err := s.feedback.AdminList(ctx, filter, adminPageSize, (page-1)*adminPageSize)
+	if err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	q := url.Values{}
+	q.Set("status", status)
+	if filter.AccountID != uuid.Nil {
+		q.Set("user", filter.AccountID.String())
+	}
+	if strings.TrimSpace(filter.NameMask) != "" {
+		q.Set("name", filter.NameMask)
+	}
+	if strings.TrimSpace(filter.ExtMask) != "" {
+		q.Set("ext", filter.ExtMask)
+	}
+	view := adminconsole.FeedbackView{
+		Status: status, Pager: adminconsole.NewPager(page, adminPageSize, total),
+		NameMask: filter.NameMask, ExtMask: filter.ExtMask,
+		FilterQuery: template.URL(q.Encode()),
+	}
+	if filter.AccountID != uuid.Nil {
+		view.UserID = filter.AccountID.String()
+	}
+	for _, r := range rows {
+		view.Items = append(view.Items, adminconsole.FeedbackRow{
+			ID: r.ID.String(), AccountID: r.AccountID.String(), SenderName: r.SenderName,
+			Source: r.Source, Channel: r.Channel, HasAttachment: r.HasAttachment,
+			Read: r.Read, Replied: r.Replied, Archived: r.Archived, CreatedAt: fmtTime(r.CreatedAt),
+		})
+	}
+	s.renderConsole(c, "feedback", "feedback", "Feedback", view)
+}
+
+// consoleFeedbackDetail renders one feedback message with its actions. Opening it
+// does NOT mark it read (only the explicit actions do).
+func (s *Server) consoleFeedbackDetail(c *gin.Context) {
+	ctx := c.Request.Context()
+	id, ok := s.consoleUUID(c, "/_gm/feedback")
+	if !ok {
+		return
+	}
+	m, err := s.feedback.AdminGet(ctx, id)
+	if err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	view := adminconsole.FeedbackDetailView{
+		ID: m.ID.String(), AccountID: m.AccountID.String(), SenderName: m.SenderName,
+		Source: m.Source, Channel: m.Channel, InterfaceLanguage: m.Lang, BotLanguage: m.ChannelLang,
+		IP: m.SenderIP, Body: m.Body,
+		HasAttachment: m.HasAttachment, AttachmentName: m.AttachmentName, IsImage: feedback.IsImage(m.AttachmentName),
+		Read: m.Read, Archived: m.Archived, Replied: m.Replied, ReplyBody: m.ReplyBody,
+		RepliedAt: fmtTime(m.RepliedAt), CreatedAt: fmtTime(m.CreatedAt),
+	}
+	if banned, err := s.accounts.HasRole(ctx, m.AccountID, account.RoleFeedbackBanned); err == nil {
+		view.Banned = banned
+	}
+	s.renderConsole(c, "feedback_detail", "feedback", "Feedback", view)
+}
+
+// consoleFeedbackAttachment serves a message's attachment. It is always sent with
+// X-Content-Type-Options: nosniff; images are served with their type for an inline
+// <img> preview (which never executes), everything else as an octet-stream download
+// (so a non-image — including a renamed one — is downloaded, never rendered).
+func (s *Server) consoleFeedbackAttachment(c *gin.Context) {
+	id, ok := s.consoleUUID(c, "/_gm/feedback")
+	if !ok {
+		return
+	}
+	name, data, ok, err := s.feedback.Attachment(c.Request.Context(), id)
+	if err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	if !ok {
+		s.renderConsoleMessage(c, "No attachment", "this message has no attachment", "/_gm/feedback/"+id.String())
+		return
+	}
+	ctype := "application/octet-stream"
+	disposition := `attachment; filename="` + sanitizeFilename(name) + `"`
+	if feedback.IsImage(name) {
+		ctype = feedback.ContentType(name)
+		disposition = "inline"
+	}
+	c.Header("X-Content-Type-Options", "nosniff")
+	c.Header("Content-Disposition", disposition)
+	c.Data(http.StatusOK, ctype, data)
+}
+
+// consoleFeedbackRead marks a message dealt-with without any other action.
+func (s *Server) consoleFeedbackRead(c *gin.Context) {
+	id, ok := s.consoleUUID(c, "/_gm/feedback")
+	if !ok {
+		return
+	}
+	back := "/_gm/feedback/" + id.String()
+	if err := s.feedback.MarkRead(c.Request.Context(), id); err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	s.renderConsoleMessage(c, "Marked read", "the message is marked read", back)
+}
+
+// consoleFeedbackReply sends the operator's reply to the player (marking the
+// message read and notifying the player's app).
+func (s *Server) consoleFeedbackReply(c *gin.Context) {
+	id, ok := s.consoleUUID(c, "/_gm/feedback")
+	if !ok {
+		return
+	}
+	back := "/_gm/feedback/" + id.String()
+	body := trimForm(c, "reply")
+	if body == "" {
+		s.renderConsoleMessage(c, "Empty reply", "enter a reply before sending", back)
+		return
+	}
+	if err := s.feedback.Reply(c.Request.Context(), id, body); err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	s.renderConsoleMessage(c, "Replied", "the reply was sent to the player", back)
+}
+
+// consoleFeedbackArchive files a handled message away (marking it read).
+func (s *Server) consoleFeedbackArchive(c *gin.Context) {
+	id, ok := s.consoleUUID(c, "/_gm/feedback")
+	if !ok {
+		return
+	}
+	if err := s.feedback.Archive(c.Request.Context(), id); err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	s.renderConsoleMessage(c, "Archived", "the message was archived", "/_gm/feedback")
+}
+
+// consoleFeedbackDelete physically deletes one message, optionally banning the
+// sender from feedback (the "block" checkbox).
+func (s *Server) consoleFeedbackDelete(c *gin.Context) {
+	ctx := c.Request.Context()
+	id, ok := s.consoleUUID(c, "/_gm/feedback")
+	if !ok {
+		return
+	}
+	m, err := s.feedback.AdminGet(ctx, id)
+	if err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	if err := s.feedback.Delete(ctx, id); err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	extra, err := s.maybeBan(ctx, m.AccountID, trimForm(c, "block") != "")
+	if err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	s.renderConsoleMessage(c, "Deleted", "the message was deleted"+extra, "/_gm/feedback")
+}
+
+// consoleFeedbackDeleteAll physically deletes every message from the sender of the
+// given message, optionally banning the sender from feedback.
+func (s *Server) consoleFeedbackDeleteAll(c *gin.Context) {
+	ctx := c.Request.Context()
+	id, ok := s.consoleUUID(c, "/_gm/feedback")
+	if !ok {
+		return
+	}
+	m, err := s.feedback.AdminGet(ctx, id)
+	if err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	if err := s.feedback.DeleteAllByAccount(ctx, m.AccountID); err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	extra, err := s.maybeBan(ctx, m.AccountID, trimForm(c, "block") != "")
+	if err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	s.renderConsoleMessage(c, "Deleted", "all messages from the player were deleted"+extra, "/_gm/feedback")
+}
+
+// maybeBan grants the feedback-ban role to accountID when ban is set, returning a
+// suffix for the result message.
+func (s *Server) maybeBan(ctx context.Context, accountID uuid.UUID, ban bool) (string, error) {
+	if !ban {
+		return "", nil
+	}
+	if err := s.accounts.GrantRole(ctx, accountID, account.RoleFeedbackBanned); err != nil {
+		return "", err
+	}
+	return " and the player was banned from feedback", nil
+}
+
+// consoleGrantRole grants a known role to an account (the /users role panel).
+func (s *Server) consoleGrantRole(c *gin.Context) {
+	id, ok := s.consoleUUID(c, "/_gm/users")
+	if !ok {
+		return
+	}
+	back := "/_gm/users/" + id.String()
+	role := trimForm(c, "role")
+	if !account.IsKnownRole(role) {
+		s.renderConsoleMessage(c, "Invalid role", "the selected role is not recognised", back)
+		return
+	}
+	if err := s.accounts.GrantRole(c.Request.Context(), id, role); err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	s.renderConsoleMessage(c, "Role granted", "granted "+role, back)
+}
+
+// consoleRevokeRole removes a role from an account (the /users role panel).
+func (s *Server) consoleRevokeRole(c *gin.Context) {
+	id, ok := s.consoleUUID(c, "/_gm/users")
+	if !ok {
+		return
+	}
+	back := "/_gm/users/" + id.String()
+	role := trimForm(c, "role")
+	if role == "" {
+		s.renderConsoleMessage(c, "Invalid role", "no role given", back)
+		return
+	}
+	if err := s.accounts.RevokeRole(c.Request.Context(), id, role); err != nil {
+		s.consoleError(c, err)
+		return
+	}
+	s.renderConsoleMessage(c, "Role revoked", "revoked "+role, back)
+}
+
+// normalizeFeedbackStatus keeps only a recognised feedback status filter, else
+// "unread" (the default queue).
+func normalizeFeedbackStatus(s string) string {
+	switch s {
+	case "read", "archived":
+		return s
+	default:
+		return "unread"
+	}
+}
+
+// sanitizeFilename strips characters unsafe in a Content-Disposition filename
+// (control chars, quotes and path separators) to prevent header injection.
+func sanitizeFilename(name string) string {
+	name = strings.Map(func(r rune) rune {
+		if r < 0x20 || r == '"' || r == '\\' || r == '/' {
+			return -1
+		}
+		return r
+	}, name)
+	if name == "" {
+		return "attachment"
+	}
+	return name
+}

backend/internal/server/handlers_auth.go

@@ -176,7 +176,14 @@ func (s *Server) handleResolveSession(c *gin.Context) {
 		s.abortErr(c, err)
 		return
 	}
-	c.JSON(http.StatusOK, resolveResponse{UserID: sess.AccountID.String()})
+	// is_guest is best-effort: a transient account read must not fail an otherwise
+	// valid resolve (the auth hot path), so a read error falls back to false; the
+	// per-operation backend gate remains the authoritative guest check.
+	resp := resolveResponse{UserID: sess.AccountID.String()}
+	if acc, err := s.accounts.GetByID(c.Request.Context(), sess.AccountID); err == nil {
+		resp.IsGuest = acc.IsGuest
+	}
+	c.JSON(http.StatusOK, resp)
 }
 
 // handleRevokeSession revokes the session for a token (idempotent).

backend/internal/server/handlers_feedback.go

@@ -0,0 +1,105 @@
+package server
+
+import (
+	"encoding/base64"
+	"net/http"
+
+	"github.com/gin-gonic/gin"
+)
+
+// feedbackSubmitRequest is the player's feedback submission. Attachment is the
+// base64-encoded file bytes (empty for none); AttachmentName carries the original
+// file name (its extension is the allow-list key); Channel is the submitting
+// platform (telegram/ios/android/web).
+type feedbackSubmitRequest struct {
+	Body           string `json:"body"`
+	Attachment     string `json:"attachment"`
+	AttachmentName string `json:"attachment_name"`
+	Channel        string `json:"channel"`
+}
+
+// feedbackReplyDTO is the operator's reply shown back to the player.
+type feedbackReplyDTO struct {
+	Body          string `json:"body"`
+	RepliedAtUnix int64  `json:"replied_at_unix"`
+}
+
+// feedbackStateResponse is the player's feedback screen state. BlockedReason is
+// "" (can send), "pending" or "banned"; Reply is omitted when there is none.
+type feedbackStateResponse struct {
+	CanSend       bool              `json:"can_send"`
+	BlockedReason string            `json:"blocked_reason"`
+	Reply         *feedbackReplyDTO `json:"reply,omitempty"`
+}
+
+// feedbackUnreadResponse reports whether the player has an undelivered reply, for
+// the lobby/Info badge.
+type feedbackUnreadResponse struct {
+	ReplyUnread bool `json:"reply_unread"`
+}
+
+// handleFeedbackSubmit stores a feedback message from the authenticated player.
+// The sender IP comes from the gateway-forwarded X-Forwarded-For header. Guests
+// and feedback-banned accounts are refused (also gated at the gateway).
+func (s *Server) handleFeedbackSubmit(c *gin.Context) {
+	uid, ok := userID(c)
+	if !ok {
+		abortBadRequest(c, "missing identity")
+		return
+	}
+	var req feedbackSubmitRequest
+	if err := c.ShouldBindJSON(&req); err != nil {
+		abortBadRequest(c, "invalid request body")
+		return
+	}
+	var attachment []byte
+	if req.Attachment != "" {
+		data, err := base64.StdEncoding.DecodeString(req.Attachment)
+		if err != nil {
+			abortBadRequest(c, "invalid attachment encoding")
+			return
+		}
+		attachment = data
+	}
+	if err := s.feedback.Submit(c.Request.Context(), uid, req.Body, attachment, req.AttachmentName, req.Channel, clientIP(c)); err != nil {
+		s.abortErr(c, err)
+		return
+	}
+	c.JSON(http.StatusOK, okResponse{OK: true})
+}
+
+// handleFeedbackState returns the player's feedback screen state and marks any
+// pending operator replies delivered (clearing the badge).
+func (s *Server) handleFeedbackState(c *gin.Context) {
+	uid, ok := userID(c)
+	if !ok {
+		abortBadRequest(c, "missing identity")
+		return
+	}
+	st, err := s.feedback.State(c.Request.Context(), uid)
+	if err != nil {
+		s.abortErr(c, err)
+		return
+	}
+	resp := feedbackStateResponse{CanSend: st.CanSend, BlockedReason: st.BlockedReason}
+	if st.Reply != nil {
+		resp.Reply = &feedbackReplyDTO{Body: st.Reply.Body, RepliedAtUnix: st.Reply.RepliedAt.Unix()}
+	}
+	c.JSON(http.StatusOK, resp)
+}
+
+// handleFeedbackUnread reports whether the player has an undelivered operator
+// reply, for the lobby/Info badge. It has no side effect.
+func (s *Server) handleFeedbackUnread(c *gin.Context) {
+	uid, ok := userID(c)
+	if !ok {
+		abortBadRequest(c, "missing identity")
+		return
+	}
+	unread, err := s.feedback.ReplyUnread(c.Request.Context(), uid)
+	if err != nil {
+		s.abortErr(c, err)
+		return
+	}
+	c.JSON(http.StatusOK, feedbackUnreadResponse{ReplyUnread: unread})
+}

backend/internal/server/server.go

@@ -21,6 +21,7 @@ import (
 	"scrabble/backend/internal/adminconsole"
 	"scrabble/backend/internal/connector"
 	"scrabble/backend/internal/engine"
+	"scrabble/backend/internal/feedback"
 	"scrabble/backend/internal/game"
 	"scrabble/backend/internal/link"
 	"scrabble/backend/internal/lobby"
@@ -54,6 +55,9 @@ type Deps struct {
 	Sessions *session.Service
 	Accounts *account.Store
 	Games    *game.Service
+	// Feedback is the user-feedback domain service (the /api/v1/user/feedback
+	// endpoints and the console section). A nil Feedback disables them.
+	Feedback *feedback.Service
 	// Social, Matchmaker, Invitations and Emails are the domain services
 	// the REST handlers route to.
 	Social      *social.Service
@@ -91,6 +95,7 @@ type Server struct {
 	sessions    *session.Service
 	accounts    *account.Store
 	games       *game.Service
+	feedback    *feedback.Service
 	social      *social.Service
 	matchmaker  *lobby.Matchmaker
 	invitations *lobby.InvitationService
@@ -132,6 +137,7 @@ func New(addr string, deps Deps) *Server {
 		sessions:      deps.Sessions,
 		accounts:      deps.Accounts,
 		games:         deps.Games,
+		feedback:      deps.Feedback,
 		social:        deps.Social,
 		matchmaker:    deps.Matchmaker,
 		invitations:   deps.Invitations,

docs/ARCHITECTURE.md

@@ -703,6 +703,7 @@ promotions) is future work and would deliver short markdown messages (text + lin
 | Session → `user_id` resolution, `X-User-ID` injection | gateway |
 | Authorisation, ownership, state transitions | backend (`X-User-ID` is the sole identity input) |
 | Manual account block (suspension) | backend: a per-request gate refuses a blocked account on every `/api/v1/user/*` route except the block-status probe with **403 `account_blocked`**; the operator blocks/unblocks from the admin console (§11) |
+| User feedback gate | backend rejects a guest or a `feedback_banned` account from submitting; the **gateway** also rejects a guest's `feedback.submit` (the `Op.NonGuest` flag + `is_guest` from session resolve) with **`guest_forbidden`** before any backend call; attachments are served `nosniff` with a download disposition for non-images (§15) |
 | Admin authentication | a single Basic-Auth gate on `/_gm/*`, forwarded **verbatim** to the backend's server-rendered admin console (and, in the deployed contour, routing `/_gm/grafana/*` to Grafana). In the deploy the **caddy** owns this gate (§13); a local non-caddy run uses the gateway's own `GATEWAY_ADMIN_*` proxy, which the per-IP admin limiter class guards ahead of its Basic-Auth — the caddy-fronted path has no limiter (stock caddy), an accepted gap. The backend trusts the proxy (no admin principal) and guards its state-changing POSTs with a **same-origin** check — the console's CSRF defence. No operator identity is tracked |
 | backend ↔ gateway ↔ connector trust | the network (only gateway may reach backend; the connector serves unauthenticated gRPC on the internal segment) |
 
@@ -817,3 +818,41 @@ Two contours, two secret/variable prefixes (`TEST_` / `PROD_`):
   `BACKEND_DICT_DIR`.
 - After any push, the run is watched to green before a stage is declared done
   (`python3 ~/.claude/bin/gitea-ci-watch.py`).
+
+## 15. User feedback & account roles
+
+Players reach the operators through a **Feedback** screen (Settings → Info, registered accounts
+only). A message (≤1024 runes) plus an optional single attachment is stored in
+`feedback_messages`; the sender's IP (gateway-forwarded, as for chat) and the submitting
+**channel** (telegram/ios/android/web, client-reported and validated) are recorded. The domain
+is `internal/feedback` (store + service), modelled on the admin chat-moderation surface.
+
+**Anti-spam.** A player with an unreviewed message (`read_at IS NULL`) cannot submit another; the
+gate is server-side. Because the operator must act before the next message, this is itself the
+rate limit — there is no separate per-user feedback limiter.
+
+**Operator review** happens in the server-rendered console (`/_gm/feedback`): an
+unread / read / archived queue with per-user search (the `/users` glob masks), a detail card
+(user content rendered as auto-escaped `html/template` text), and the read / reply / archive /
+delete / delete-all actions — each marks the message read; merely opening the detail does not.
+The attachment is served from `/_gm/feedback/:id/attachment` with `X-Content-Type-Options:
+nosniff`: images inline (loaded only via `<img>`, which never executes — a renamed non-image is
+inert), everything else as an `application/octet-stream` download. The UI gates the attachment by
+file extension (the allow-list is not shown to the user) and the backend mirrors that allow-list
+plus the ≤1,000,000-byte size cap as the trust boundary; file *content* is not inspected. The
+1,000,000-byte cap keeps the whole `feedback.submit` request under the gateway's 1 MiB edge body
+cap (§12) without weakening it.
+
+**Reply delivery.** The operator's reply lives on the message row and is shown back on the
+feedback screen ("Ответ на ваше последнее сообщение") for the player's most recent replied
+message. It becomes "read by the player" the instant the screen fetches it (delivery = read) and
+is hidden one week after. A Settings → Info badge — folded into the lobby ⚙️ badge together with
+the friend-request count — signals an undelivered reply; it rides the existing `NotificationEvent`
+with a new `admin_reply` sub-kind (no new push schema) plus an authoritative poll on lobby load.
+
+**Account roles.** `account_roles` (account_id, role) is the project's first per-account role
+table — the reusable replacement for per-feature boolean flags. The first role, `feedback_banned`,
+blocks **only** feedback submission (unlike a suspension, the whole-account block of §12). It is
+granted from the feedback section (the delete-with-block checkbox) and granted/revoked from the
+`/users` console card. Roles are validated against a known set in Go, so adding one needs no
+migration.

docs/FUNCTIONAL.md

@@ -172,6 +172,18 @@ block toggles. The profile form is edited inline (no separate edit mode). Linkin
 an email or Telegram and merging accounts are covered under "Accounts, linking &
 merge".
 
+### Feedback
+A registered player reaches the operators from Settings → Info: a **Feedback** screen with a
+message (up to 1024 characters) and an optional single attachment (one file, up to ~1 MB — images,
+PDF, text/log, office documents, RTF or archives; an unsupported file is refused on the form
+without naming the allowed types). After sending, the form clears and confirms "Ваше сообщение
+отправлено", and sending is blocked until the operator has dealt with that message — on re-entry
+the screen reads "Ожидаем рассмотрения вашего последнего обращения". The operator's reply appears
+below the form as "Ответ на ваше последнее сообщение" (any link in it opens in a new tab); it is
+marked read once the screen shows it and disappears a week later. A badge on the Settings tab (and on Info inside it) flags an
+unanswered reply. Guests cannot send feedback (the entry is hidden). A player the operator has
+barred from feedback (a role, not a full account block) sees the send control disabled.
+
 ### History & statistics
 Finished games are archived in a dictionary-independent form and exportable to
 GCG; the export is offered **only once a game is finished** (exporting a live game
@@ -225,3 +237,13 @@ From the user card the operator can also **top up a player's hint wallet**: an a
 (1–100 hints per action) that raises the balance shown on the card. Grants are **raise-only** —
 the console can never lower a wallet (a player only loses hints by spending them in a game), so an
 over-grant cannot be reversed there.
+
+The console works a **feedback** queue too (`/_gm/feedback`): the messages players sent, filtered
+**unread / read / archived** with per-user search, each shown with its sender, source, channel
+(with the connector bot language — en/ru — for a Telegram message), the sender's interface
+language, IP and any attachment. The operator can mark a message read, **reply** to the player (delivered
+in-app), archive it, delete it, or delete every message from that player — and, alongside a delete,
+**bar the player from feedback** (a `feedback_banned` role, distinct from a full account block: it
+stops only feedback submission). Roles are listed and granted/revoked on the user card. Opening a
+message does not mark it read — only the explicit actions do; message bodies and attachments are
+shown defensively (text escaped, attachments downloaded rather than rendered).

docs/FUNCTIONAL_ru.md

@@ -177,6 +177,18 @@ UTC), суточного окна отсутствия (away; сетка по 10
 сразу (без отдельного режима редактирования). Привязка email и Telegram, а также
 слияние аккаунтов вынесены в раздел «Аккаунты, привязка и слияние».
 
+### Обратная связь
+Зарегистрированный игрок обращается к операторам из Settings → Info: экран **«Обратная связь»** с
+сообщением (до 1024 символов) и необязательным вложением (один файл, до ~1 МБ — изображения, PDF,
+текст/лог, офисные документы, RTF или архивы; неподходящий файл отклоняется на форме без перечисления
+допустимых типов). После отправки форма очищается и подтверждает «Ваше сообщение отправлено», а
+повторная отправка блокируется, пока оператор не разобрал обращение — при повторном входе на экране
+«Ожидаем рассмотрения вашего последнего обращения». Ответ оператора показывается под формой как
+«Ответ на ваше последнее сообщение» (ссылки в нём открываются в новой вкладке); он помечается
+прочитанным, как только экран его показал, и исчезает через неделю. Бейдж на вкладке Settings (и на Info внутри неё) сигналит о непрочитанном
+ответе. Гость отправлять обратную связь не может (пункт скрыт). Игрок, которому оператор запретил
+обратную связь (роль, а не полная блокировка аккаунта), видит кнопку отправки недоступной.
+
 ### История и статистика
 Завершённые партии архивируются в независимом от словаря виде и экспортируются
 в GCG; экспорт доступен **только после завершения партии** (экспорт идущей партии
@@ -231,3 +243,14 @@ high-rate флага. С карточки пользователя операт
 начисление (1–100 подсказок за раз), которое **только увеличивает** баланс на карточке. Начисления
 **только в плюс** — понизить кошелёк из консоли нельзя (игрок теряет подсказки только тратя их в
 партии), поэтому ошибочно начисленное через консоль там не отнять.
+
+Консоль ведёт и очередь **обратной связи** (`/_gm/feedback`): присланные игроками сообщения с фильтром
+**непрочитанные / прочитанные / архив** и поиском по пользователю, каждое — с отправителем, источником,
+каналом (и языком бота-коннектора — en/ru — для сообщения из Telegram), языком интерфейса отправителя,
+IP и вложением. Оператор может пометить сообщение прочитанным, **ответить** игроку (доставка
+в приложение), отправить в архив, удалить или удалить все сообщения этого игрока — и вместе с удалением
+**запретить игроку обратную связь** (роль `feedback_banned`, отличная от полной блокировки аккаунта:
+останавливает только отправку обратной связи). Роли перечислены и выдаются/снимаются на карточке
+пользователя. Открытие сообщения не помечает его прочитанным — это делают только явные действия; тело
+сообщения и вложения показываются защищённо (текст экранируется, вложения отдаются на скачивание, а не
+рендерятся).

docs/TESTING.md

@@ -136,6 +136,15 @@ tests or touching CI.
   postgres_exporter** Grafana dashboard on the contour. Two passes are recorded — the
   early [`REPORT-R2.md`](../loadtest/REPORT-R2.md) and the final, tuned
   [`REPORT-R7.md`](../loadtest/REPORT-R7.md). See [`../loadtest/README.md`](../loadtest/README.md).
+- **User feedback** — `internal/feedback` unit tests cover the attachment allow-list /
+  content-type and the channel normaliser; the UI covers `detectChannel`, the attachment gate and
+  the feedback wire round-trip (`channel` / `feedback` / `codec` tests) plus a Playwright e2e
+  (submit → confirm + resend blocked; an operator reply raises the badge and shows on the screen).
+  The gateway `connectsrv` test asserts the **guest gate** (a guest's `feedback.submit` →
+  `guest_forbidden` with no backend call; a non-gated authenticated op still passes). Postgres-backed
+  `inttest` drives the **feedback lifecycle** end to end: the guest / ban / pending gates, the reply
+  read + one-week visibility window, the account-role grant/revoke, and the admin queue filters with
+  delete / delete-all. The admin-console render test renders the feedback list + detail pages.
 
 ## Principles
 

docs/UI_DESIGN.md

@@ -33,7 +33,9 @@ Login uses `Screen`.
   hub tabs: ⚙️ Settings / 👤 Profile / 🤝 Friends / ℹ️ About (Friends hidden for guests);
   comms hub tabs: 💬 Chat / 🔎 Dictionary (Dictionary only while the game is active). The
   routes `/settings|/profile|/friends|/about` and `/game/:id/{chat,check}` survive as hub
-  entry points (so a Telegram friend-code deep-link still lands on the Friends tab).
+  entry points (so a Telegram friend-code deep-link still lands on the Friends tab). The
+  **Feedback** screen is its own deeper route `/feedback` (back → `/about`, the Info tab), so
+  it slides in/out like a sub-screen rather than switching a tab in place.
 - **Tab bar** (`TabBar.svelte`): square, borderless, evenly distributed buttons — a large
   emoji icon over a tiny truncated label (the icon is `aria-hidden`, so the label names the
   button). A press highlights a rounded **square** behind the icon; a hub's **selected** tab
@@ -252,6 +254,14 @@ IV 🏅; active games show Your move 🟢 / Opponent's move ⏳; invitations use
   row is turn-driven: on your turn the message field shows until your one allowed message is
   sent, then a short caption replaces it until the next turn; on the opponent's turn the 🛎️
   nudge takes the field's place.
+- **Feedback** (`screens/Feedback.svelte`, reached from a button at the bottom of the ℹ️ Info
+  tab, registered accounts only): a multi-line message field over a row that pairs a **ghost**
+  attach button (a hidden `<input type=file>`, with a chosen-file name + a remove control) with
+  the filled accent **Send** button. A rejected file shows one generic notice (the allowed types
+  are not advertised). The send controls disable while a previous message is under review or the
+  account is barred; the operator's reply renders below as a titled block. An undelivered reply
+  raises a badge on the lobby ⚙️ tab (combined with the friend-request count) and a "1" on the
+  Info tab.
 
 ## Caveat
 

gateway/internal/backendclient/api.go

@@ -207,14 +207,16 @@ func (c *Client) EmailLogin(ctx context.Context, email, code string) (SessionRes
 	return out, err
 }
 
-// ResolveSession maps a token to its account id (gateway session-cache miss).
-func (c *Client) ResolveSession(ctx context.Context, token string) (string, error) {
+// ResolveSession maps a token to its account id and guest flag (gateway
+// session-cache miss). The guest flag lets the edge gate guest-forbidden ops.
+func (c *Client) ResolveSession(ctx context.Context, token string) (string, bool, error) {
 	var out struct {
-		UserID string `json:"user_id"`
+		UserID  string `json:"user_id"`
+		IsGuest bool   `json:"is_guest"`
 	}
 	err := c.do(ctx, http.MethodPost, "/api/v1/internal/sessions/resolve", "", "",
 		map[string]string{"token": token}, &out)
-	return out.UserID, err
+	return out.UserID, out.IsGuest, err
 }
 
 // Profile returns the authenticated account's profile.

gateway/internal/backendclient/api_feedback.go

@@ -0,0 +1,56 @@
+package backendclient
+
+import (
+	"context"
+	"encoding/base64"
+	"net/http"
+)
+
+// FeedbackReplyResp is the operator reply shown back to the player.
+type FeedbackReplyResp struct {
+	Body          string `json:"body"`
+	RepliedAtUnix int64  `json:"replied_at_unix"`
+}
+
+// FeedbackStateResp is the player's feedback screen state. Reply is nil when there
+// is none to show.
+type FeedbackStateResp struct {
+	CanSend       bool               `json:"can_send"`
+	BlockedReason string             `json:"blocked_reason"`
+	Reply         *FeedbackReplyResp `json:"reply,omitempty"`
+}
+
+// FeedbackUnreadResp reports whether the player has an undelivered operator reply.
+type FeedbackUnreadResp struct {
+	ReplyUnread bool `json:"reply_unread"`
+}
+
+// FeedbackSubmit posts a feedback message. The attachment bytes are base64-encoded
+// into the JSON body for the internal hop; clientIP rides X-Forwarded-For.
+func (c *Client) FeedbackSubmit(ctx context.Context, userID, body string, attachment []byte, attachmentName, channel, clientIP string) error {
+	payload := map[string]string{
+		"body":            body,
+		"attachment":      "",
+		"attachment_name": attachmentName,
+		"channel":         channel,
+	}
+	if len(attachment) > 0 {
+		payload["attachment"] = base64.StdEncoding.EncodeToString(attachment)
+	}
+	return c.do(ctx, http.MethodPost, "/api/v1/user/feedback", userID, clientIP, payload, nil)
+}
+
+// FeedbackGet returns the player's feedback screen state, marking any pending reply
+// delivered (clearing the badge).
+func (c *Client) FeedbackGet(ctx context.Context, userID string) (FeedbackStateResp, error) {
+	var out FeedbackStateResp
+	err := c.do(ctx, http.MethodGet, "/api/v1/user/feedback", userID, "", nil, &out)
+	return out, err
+}
+
+// FeedbackUnread reports whether the player has an undelivered operator reply.
+func (c *Client) FeedbackUnread(ctx context.Context, userID string) (FeedbackUnreadResp, error) {
+	var out FeedbackUnreadResp
+	err := c.do(ctx, http.MethodGet, "/api/v1/user/feedback/unread", userID, "", nil, &out)
+	return out, err
+}

gateway/internal/connectsrv/server.go

@@ -207,11 +207,20 @@ func (s *Server) Execute(ctx context.Context, req *connect.Request[edgev1.Execut
 
 	tr := transcode.Request{Payload: req.Msg.GetPayload(), ClientIP: clientIP}
 	if op.Auth {
-		uid, err := s.resolve(ctx, req.Header())
+		uid, isGuest, err := s.resolve(ctx, req.Header())
 		if err != nil {
 			result = "unauthenticated"
 			return nil, err
 		}
+		// A guest may not perform a non-guest operation: reject it here as a domain
+		// outcome, before any backend call.
+		if op.NonGuest && isGuest {
+			result = "domain"
+			return connect.NewResponse(&edgev1.ExecuteResponse{
+				RequestId:  req.Msg.GetRequestId(),
+				ResultCode: "guest_forbidden",
+			}), nil
+		}
 		// A valid session proving an authenticated request is an "action" for the
 		// active_users gauge, counted before the rate-limit/domain outcome.
 		s.metrics.recordActive(uid)
@@ -254,7 +263,7 @@ func (s *Server) Execute(ctx context.Context, req *connect.Request[edgev1.Execut
 // Subscribe streams the authenticated user's live events with a keep-alive
 // heartbeat until the client disconnects.
 func (s *Server) Subscribe(ctx context.Context, req *connect.Request[edgev1.SubscribeRequest], stream *connect.ServerStream[edgev1.Event]) error {
-	uid, err := s.resolve(ctx, req.Header())
+	uid, _, err := s.resolve(ctx, req.Header())
 	if err != nil {
 		return err
 	}
@@ -332,14 +341,15 @@ func (s *Server) limitAdmin(next http.Handler) http.Handler {
 	})
 }
 
-// resolve extracts and resolves the Authorization bearer token to an account id,
-// returning a Connect Unauthenticated error when it is missing or unknown.
-func (s *Server) resolve(ctx context.Context, h http.Header) (string, error) {
+// resolve extracts and resolves the Authorization bearer token to an account id
+// and its guest flag, returning a Connect Unauthenticated error when it is missing
+// or unknown.
+func (s *Server) resolve(ctx context.Context, h http.Header) (string, bool, error) {
 	token := bearerToken(h.Get("Authorization"))
 	if token == "" {
-		return "", connect.NewError(connect.CodeUnauthenticated, errMissingToken)
+		return "", false, connect.NewError(connect.CodeUnauthenticated, errMissingToken)
 	}
-	uid, err := s.sessions.Resolve(ctx, token)
+	uid, isGuest, err := s.sessions.Resolve(ctx, token)
 	if err != nil {
 		// An unknown or expired token (a backend 4xx) is the client's problem and
 		// stays silent; anything else — a resolve timeout, a refused connection, a
@@ -350,9 +360,9 @@ func (s *Server) resolve(ctx context.Context, h http.Header) (string, error) {
 		if !errors.As(err, &apiErr) || apiErr.Status >= http.StatusInternalServerError {
 			s.log.Warn("session resolve failed", zap.Error(err))
 		}
-		return "", connect.NewError(connect.CodeUnauthenticated, errInvalidSession)
+		return "", false, connect.NewError(connect.CodeUnauthenticated, errInvalidSession)
 	}
-	return uid, nil
+	return uid, isGuest, nil
 }
 
 // bearerToken extracts the token from an "Authorization: Bearer <token>" header,

gateway/internal/connectsrv/server_test.go

@@ -69,6 +69,45 @@ func TestExecuteGuestAuthOK(t *testing.T) {
 	}
 }
 
+// TestExecuteGuestGate verifies the NonGuest op flag: a guest is rejected with the
+// guest_forbidden result code before any backend call, while a guest may still run
+// an authenticated op that is not guest-gated.
+func TestExecuteGuestGate(t *testing.T) {
+	client, cleanup := newEdge(t, func(w http.ResponseWriter, r *http.Request) {
+		switch r.URL.Path {
+		case "/api/v1/internal/sessions/resolve":
+			_, _ = w.Write([]byte(`{"user_id":"g-1","is_guest":true}`))
+		case "/api/v1/user/feedback/unread":
+			_, _ = w.Write([]byte(`{"reply_unread":false}`))
+		case "/api/v1/user/feedback":
+			t.Errorf("guest feedback.submit must not reach the backend")
+		default:
+			t.Errorf("unexpected backend path %s", r.URL.Path)
+		}
+	})
+	defer cleanup()
+
+	submit := connect.NewRequest(&edgev1.ExecuteRequest{MessageType: transcode.MsgFeedbackSubmit, RequestId: "rq-1"})
+	submit.Header().Set("Authorization", "Bearer tok")
+	resp, err := client.Execute(context.Background(), submit)
+	if err != nil {
+		t.Fatalf("execute submit: %v", err)
+	}
+	if resp.Msg.GetResultCode() != "guest_forbidden" {
+		t.Fatalf("submit result = %q, want guest_forbidden", resp.Msg.GetResultCode())
+	}
+
+	unread := connect.NewRequest(&edgev1.ExecuteRequest{MessageType: transcode.MsgFeedbackUnread})
+	unread.Header().Set("Authorization", "Bearer tok")
+	resp, err = client.Execute(context.Background(), unread)
+	if err != nil {
+		t.Fatalf("execute unread: %v", err)
+	}
+	if resp.Msg.GetResultCode() != "ok" {
+		t.Fatalf("unread result = %q, want ok", resp.Msg.GetResultCode())
+	}
+}
+
 func TestExecuteAuthedRequiresSession(t *testing.T) {
 	client, cleanup := newEdge(t, func(w http.ResponseWriter, r *http.Request) {
 		t.Error("backend must not be called without a session")

gateway/internal/session/cache.go

@@ -11,10 +11,10 @@ import (
 	"time"
 )
 
-// Resolver resolves a token to an account id at the backend (the cache miss
-// path). backendclient.Client satisfies it.
+// Resolver resolves a token to an account id and its guest flag at the backend
+// (the cache miss path). backendclient.Client satisfies it.
 type Resolver interface {
-	ResolveSession(ctx context.Context, token string) (string, error)
+	ResolveSession(ctx context.Context, token string) (string, bool, error)
 }
 
 // Cache resolves session tokens to account ids, caching hits for ttl.
@@ -30,6 +30,7 @@ type Cache struct {
 
 type entry struct {
 	userID  string
+	isGuest bool
 	expires time.Time
 }
 
@@ -47,19 +48,19 @@ func NewCache(backend Resolver, ttl time.Duration, max int) *Cache {
 	}
 }
 
-// Resolve returns the account id for token, consulting the cache first and the
-// backend on a miss (caching the result). An empty token is rejected by the
-// backend like any unknown token.
-func (c *Cache) Resolve(ctx context.Context, token string) (string, error) {
-	if uid, ok := c.lookup(token); ok {
-		return uid, nil
+// Resolve returns the account id and guest flag for token, consulting the cache
+// first and the backend on a miss (caching the result). An empty token is rejected
+// by the backend like any unknown token.
+func (c *Cache) Resolve(ctx context.Context, token string) (string, bool, error) {
+	if uid, guest, ok := c.lookup(token); ok {
+		return uid, guest, nil
 	}
-	uid, err := c.backend.ResolveSession(ctx, token)
+	uid, guest, err := c.backend.ResolveSession(ctx, token)
 	if err != nil {
-		return "", err
+		return "", false, err
 	}
-	c.store(token, uid)
-	return uid, nil
+	c.store(token, uid, guest)
+	return uid, guest, nil
 }
 
 // Invalidate drops a token from the cache (e.g. after a revoke).
@@ -69,25 +70,26 @@ func (c *Cache) Invalidate(token string) {
 	delete(c.entries, token)
 }
 
-// lookup returns a live cached account id for token.
-func (c *Cache) lookup(token string) (string, bool) {
+// lookup returns a live cached account id and guest flag for token.
+func (c *Cache) lookup(token string) (string, bool, bool) {
 	c.mu.Lock()
 	defer c.mu.Unlock()
 	e, ok := c.entries[token]
 	if !ok || !c.now().Before(e.expires) {
-		return "", false
+		return "", false, false
 	}
-	return e.userID, true
+	return e.userID, e.isGuest, true
 }
 
-// store caches token -> userID, sweeping expired entries and bounding the size.
-func (c *Cache) store(token, userID string) {
+// store caches token -> (userID, isGuest), sweeping expired entries and bounding
+// the size.
+func (c *Cache) store(token, userID string, isGuest bool) {
 	c.mu.Lock()
 	defer c.mu.Unlock()
 	if len(c.entries) >= c.max {
 		c.evictLocked()
 	}
-	c.entries[token] = entry{userID: userID, expires: c.now().Add(c.ttl)}
+	c.entries[token] = entry{userID: userID, isGuest: isGuest, expires: c.now().Add(c.ttl)}
 }
 
 // evictLocked removes expired entries and, if still at capacity, drops arbitrary

gateway/internal/session/cache_test.go

@@ -9,16 +9,17 @@ import (
 
 type fakeResolver struct {
 	uid   string
+	guest bool
 	err   error
 	calls int
 }
 
-func (f *fakeResolver) ResolveSession(_ context.Context, _ string) (string, error) {
+func (f *fakeResolver) ResolveSession(_ context.Context, _ string) (string, bool, error) {
 	f.calls++
 	if f.err != nil {
-		return "", f.err
+		return "", false, f.err
 	}
-	return f.uid, nil
+	return f.uid, f.guest, nil
 }
 
 func TestResolveCachesBackendHit(t *testing.T) {
@@ -26,7 +27,7 @@ func TestResolveCachesBackendHit(t *testing.T) {
 	c := NewCache(r, time.Minute, 10)
 
 	for i := 0; i < 3; i++ {
-		uid, err := c.Resolve(context.Background(), "tok")
+		uid, _, err := c.Resolve(context.Background(), "tok")
 		if err != nil || uid != "user-1" {
 			t.Fatalf("resolve #%d = (%q, %v)", i, uid, err)
 		}
@@ -36,10 +37,24 @@ func TestResolveCachesBackendHit(t *testing.T) {
 	}
 }
 
+func TestResolveCarriesAndCachesGuestFlag(t *testing.T) {
+	r := &fakeResolver{uid: "guest-1", guest: true}
+	c := NewCache(r, time.Minute, 10)
+	for i := 0; i < 2; i++ {
+		uid, guest, err := c.Resolve(context.Background(), "tok")
+		if err != nil || uid != "guest-1" || !guest {
+			t.Fatalf("resolve #%d = (%q, guest=%v, %v)", i, uid, guest, err)
+		}
+	}
+	if r.calls != 1 {
+		t.Fatalf("backend calls = %d, want 1 (guest flag cached)", r.calls)
+	}
+}
+
 func TestResolvePropagatesBackendError(t *testing.T) {
 	r := &fakeResolver{err: errors.New("nope")}
 	c := NewCache(r, time.Minute, 10)
-	if _, err := c.Resolve(context.Background(), "tok"); err == nil {
+	if _, _, err := c.Resolve(context.Background(), "tok"); err == nil {
 		t.Fatal("expected backend error to propagate")
 	}
 }
@@ -50,11 +65,11 @@ func TestResolveReResolvesAfterTTL(t *testing.T) {
 	base := time.Now()
 	c.now = func() time.Time { return base }
 
-	if _, err := c.Resolve(context.Background(), "tok"); err != nil {
+	if _, _, err := c.Resolve(context.Background(), "tok"); err != nil {
 		t.Fatal(err)
 	}
 	c.now = func() time.Time { return base.Add(2 * time.Minute) } // past TTL
-	if _, err := c.Resolve(context.Background(), "tok"); err != nil {
+	if _, _, err := c.Resolve(context.Background(), "tok"); err != nil {
 		t.Fatal(err)
 	}
 	if r.calls != 2 {
@@ -65,9 +80,9 @@ func TestResolveReResolvesAfterTTL(t *testing.T) {
 func TestInvalidateForcesReResolve(t *testing.T) {
 	r := &fakeResolver{uid: "user-1"}
 	c := NewCache(r, time.Minute, 10)
-	_, _ = c.Resolve(context.Background(), "tok")
+	_, _, _ = c.Resolve(context.Background(), "tok")
 	c.Invalidate("tok")
-	_, _ = c.Resolve(context.Background(), "tok")
+	_, _, _ = c.Resolve(context.Background(), "tok")
 	if r.calls != 2 {
 		t.Fatalf("backend calls = %d, want 2 after invalidate", r.calls)
 	}

gateway/internal/transcode/encode.go

@@ -324,6 +324,37 @@ func encodeChatList(r backendclient.ChatListResp) []byte {
 	return b.FinishedBytes()
 }
 
+// encodeFeedbackState builds a FeedbackState payload, nesting the reply when present.
+func encodeFeedbackState(st backendclient.FeedbackStateResp) []byte {
+	b := flatbuffers.NewBuilder(128)
+	var reply flatbuffers.UOffsetT
+	if st.Reply != nil {
+		body := b.CreateString(st.Reply.Body)
+		fb.FeedbackReplyStart(b)
+		fb.FeedbackReplyAddBody(b, body)
+		fb.FeedbackReplyAddRepliedAtUnix(b, st.Reply.RepliedAtUnix)
+		reply = fb.FeedbackReplyEnd(b)
+	}
+	reason := b.CreateString(st.BlockedReason)
+	fb.FeedbackStateStart(b)
+	fb.FeedbackStateAddCanSend(b, st.CanSend)
+	fb.FeedbackStateAddBlockedReason(b, reason)
+	if st.Reply != nil {
+		fb.FeedbackStateAddReply(b, reply)
+	}
+	b.Finish(fb.FeedbackStateEnd(b))
+	return b.FinishedBytes()
+}
+
+// encodeFeedbackUnread builds a FeedbackUnread payload.
+func encodeFeedbackUnread(u backendclient.FeedbackUnreadResp) []byte {
+	b := flatbuffers.NewBuilder(16)
+	fb.FeedbackUnreadStart(b)
+	fb.FeedbackUnreadAddReplyUnread(b, u.ReplyUnread)
+	b.Finish(fb.FeedbackUnreadEnd(b))
+	return b.FinishedBytes()
+}
+
 // buildGameView builds a GameView table and returns its offset.
 func buildGameView(b *flatbuffers.Builder, g backendclient.GameResp) flatbuffers.UOffsetT {
 	return wire.BuildGameView(b, toWireGame(g))

gateway/internal/transcode/transcode.go

@@ -43,6 +43,9 @@ const (
 	MsgDraftGet       = "draft.get"
 	MsgDraftSave      = "draft.save"
 	MsgGameHide       = "game.hide"
+	MsgFeedbackSubmit = "feedback.submit"
+	MsgFeedbackGet    = "feedback.get"
+	MsgFeedbackUnread = "feedback.unread"
 )
 
 // Request is one decoded Execute call.
@@ -62,6 +65,10 @@ type Op struct {
 	Auth bool
 	// Email marks the costly email-code path that gets a stricter rate sub-limit.
 	Email bool
+	// NonGuest marks an operation a guest account may not perform; the gateway
+	// rejects it with the guest_forbidden result code after resolving the session,
+	// before any backend call.
+	NonGuest bool
 }
 
 // Registry maps message types to their operations.
@@ -117,6 +124,9 @@ func NewRegistry(backend *backendclient.Client, tg TelegramValidator, defaultLan
 	r.ops[MsgDraftGet] = Op{Handler: getDraftHandler(backend), Auth: true}
 	r.ops[MsgDraftSave] = Op{Handler: saveDraftHandler(backend), Auth: true}
 	r.ops[MsgGameHide] = Op{Handler: hideGameHandler(backend), Auth: true}
+	r.ops[MsgFeedbackSubmit] = Op{Handler: feedbackSubmitHandler(backend), Auth: true, NonGuest: true}
+	r.ops[MsgFeedbackGet] = Op{Handler: feedbackGetHandler(backend), Auth: true}
+	r.ops[MsgFeedbackUnread] = Op{Handler: feedbackUnreadHandler(backend), Auth: true}
 	registerSocialOps(r, backend)
 	registerLinkOps(r, backend, tg, defaultLanguages)
 	return r
@@ -477,3 +487,33 @@ func hideGameHandler(backend *backendclient.Client) Handler {
 		return encodeAck(true), nil
 	}
 }
+
+func feedbackSubmitHandler(backend *backendclient.Client) Handler {
+	return func(ctx context.Context, req Request) ([]byte, error) {
+		in := fb.GetRootAsFeedbackSubmitRequest(req.Payload, 0)
+		if err := backend.FeedbackSubmit(ctx, req.UserID, string(in.Body()), in.AttachmentBytes(), string(in.AttachmentName()), string(in.Channel()), req.ClientIP); err != nil {
+			return nil, err
+		}
+		return encodeAck(true), nil
+	}
+}
+
+func feedbackGetHandler(backend *backendclient.Client) Handler {
+	return func(ctx context.Context, req Request) ([]byte, error) {
+		st, err := backend.FeedbackGet(ctx, req.UserID)
+		if err != nil {
+			return nil, err
+		}
+		return encodeFeedbackState(st), nil
+	}
+}
+
+func feedbackUnreadHandler(backend *backendclient.Client) Handler {
+	return func(ctx context.Context, req Request) ([]byte, error) {
+		u, err := backend.FeedbackUnread(ctx, req.UserID)
+		if err != nil {
+			return nil, err
+		}
+		return encodeFeedbackUnread(u), nil
+	}
+}

pkg/fbs/scrabble.fbs

@@ -321,6 +321,40 @@ table ChatList {
   messages:[ChatMessage];
 }
 
+// --- feedback (authenticated) ---
+
+// FeedbackSubmitRequest submits a feedback message with an optional single
+// attachment. attachment is the raw file bytes (empty for none); attachment_name
+// carries the original file name (its extension keys the allow-list); channel is
+// the submitting platform (telegram/ios/android/web). The response is an Ack.
+table FeedbackSubmitRequest {
+  body:string;
+  attachment:[ubyte];
+  attachment_name:string;
+  channel:string;
+}
+
+// FeedbackReply is the operator's answer shown back to the player.
+table FeedbackReply {
+  body:string;
+  replied_at_unix:long;
+}
+
+// FeedbackState is the player's feedback screen state. blocked_reason is "" (can
+// send), "pending" or "banned"; reply is null when there is none to show. Fetching
+// it (feedback.get) delivers any pending reply, clearing the badge.
+table FeedbackState {
+  can_send:bool;
+  blocked_reason:string;
+  reply:FeedbackReply;
+}
+
+// FeedbackUnread reports whether the player has an undelivered operator reply, for
+// the lobby/Info badge (feedback.unread; no side effect).
+table FeedbackUnread {
+  reply_unread:bool;
+}
+
 // --- account, statistics, friends, blocks, invitations, history ---
 
 // AccountRef is a referenced account with its display name resolved — the shared

pkg/fbs/scrabblefb/FeedbackReply.go

@@ -0,0 +1,75 @@
+// Code generated by the FlatBuffers compiler. DO NOT EDIT.
+
+package scrabblefb
+
+import (
+	flatbuffers "github.com/google/flatbuffers/go"
+)
+
+type FeedbackReply struct {
+	_tab flatbuffers.Table
+}
+
+func GetRootAsFeedbackReply(buf []byte, offset flatbuffers.UOffsetT) *FeedbackReply {
+	n := flatbuffers.GetUOffsetT(buf[offset:])
+	x := &FeedbackReply{}
+	x.Init(buf, n+offset)
+	return x
+}
+
+func FinishFeedbackReplyBuffer(builder *flatbuffers.Builder, offset flatbuffers.UOffsetT) {
+	builder.Finish(offset)
+}
+
+func GetSizePrefixedRootAsFeedbackReply(buf []byte, offset flatbuffers.UOffsetT) *FeedbackReply {
+	n := flatbuffers.GetUOffsetT(buf[offset+flatbuffers.SizeUint32:])
+	x := &FeedbackReply{}
+	x.Init(buf, n+offset+flatbuffers.SizeUint32)
+	return x
+}
+
+func FinishSizePrefixedFeedbackReplyBuffer(builder *flatbuffers.Builder, offset flatbuffers.UOffsetT) {
+	builder.FinishSizePrefixed(offset)
+}
+
+func (rcv *FeedbackReply) Init(buf []byte, i flatbuffers.UOffsetT) {
+	rcv._tab.Bytes = buf
+	rcv._tab.Pos = i
+}
+
+func (rcv *FeedbackReply) Table() flatbuffers.Table {
+	return rcv._tab
+}
+
+func (rcv *FeedbackReply) Body() []byte {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(4))
+	if o != 0 {
+		return rcv._tab.ByteVector(o + rcv._tab.Pos)
+	}
+	return nil
+}
+
+func (rcv *FeedbackReply) RepliedAtUnix() int64 {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(6))
+	if o != 0 {
+		return rcv._tab.GetInt64(o + rcv._tab.Pos)
+	}
+	return 0
+}
+
+func (rcv *FeedbackReply) MutateRepliedAtUnix(n int64) bool {
+	return rcv._tab.MutateInt64Slot(6, n)
+}
+
+func FeedbackReplyStart(builder *flatbuffers.Builder) {
+	builder.StartObject(2)
+}
+func FeedbackReplyAddBody(builder *flatbuffers.Builder, body flatbuffers.UOffsetT) {
+	builder.PrependUOffsetTSlot(0, flatbuffers.UOffsetT(body), 0)
+}
+func FeedbackReplyAddRepliedAtUnix(builder *flatbuffers.Builder, repliedAtUnix int64) {
+	builder.PrependInt64Slot(1, repliedAtUnix, 0)
+}
+func FeedbackReplyEnd(builder *flatbuffers.Builder) flatbuffers.UOffsetT {
+	return builder.EndObject()
+}

pkg/fbs/scrabblefb/FeedbackState.go

@@ -0,0 +1,91 @@
+// Code generated by the FlatBuffers compiler. DO NOT EDIT.
+
+package scrabblefb
+
+import (
+	flatbuffers "github.com/google/flatbuffers/go"
+)
+
+type FeedbackState struct {
+	_tab flatbuffers.Table
+}
+
+func GetRootAsFeedbackState(buf []byte, offset flatbuffers.UOffsetT) *FeedbackState {
+	n := flatbuffers.GetUOffsetT(buf[offset:])
+	x := &FeedbackState{}
+	x.Init(buf, n+offset)
+	return x
+}
+
+func FinishFeedbackStateBuffer(builder *flatbuffers.Builder, offset flatbuffers.UOffsetT) {
+	builder.Finish(offset)
+}
+
+func GetSizePrefixedRootAsFeedbackState(buf []byte, offset flatbuffers.UOffsetT) *FeedbackState {
+	n := flatbuffers.GetUOffsetT(buf[offset+flatbuffers.SizeUint32:])
+	x := &FeedbackState{}
+	x.Init(buf, n+offset+flatbuffers.SizeUint32)
+	return x
+}
+
+func FinishSizePrefixedFeedbackStateBuffer(builder *flatbuffers.Builder, offset flatbuffers.UOffsetT) {
+	builder.FinishSizePrefixed(offset)
+}
+
+func (rcv *FeedbackState) Init(buf []byte, i flatbuffers.UOffsetT) {
+	rcv._tab.Bytes = buf
+	rcv._tab.Pos = i
+}
+
+func (rcv *FeedbackState) Table() flatbuffers.Table {
+	return rcv._tab
+}
+
+func (rcv *FeedbackState) CanSend() bool {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(4))
+	if o != 0 {
+		return rcv._tab.GetBool(o + rcv._tab.Pos)
+	}
+	return false
+}
+
+func (rcv *FeedbackState) MutateCanSend(n bool) bool {
+	return rcv._tab.MutateBoolSlot(4, n)
+}
+
+func (rcv *FeedbackState) BlockedReason() []byte {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(6))
+	if o != 0 {
+		return rcv._tab.ByteVector(o + rcv._tab.Pos)
+	}
+	return nil
+}
+
+func (rcv *FeedbackState) Reply(obj *FeedbackReply) *FeedbackReply {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(8))
+	if o != 0 {
+		x := rcv._tab.Indirect(o + rcv._tab.Pos)
+		if obj == nil {
+			obj = new(FeedbackReply)
+		}
+		obj.Init(rcv._tab.Bytes, x)
+		return obj
+	}
+	return nil
+}
+
+func FeedbackStateStart(builder *flatbuffers.Builder) {
+	builder.StartObject(3)
+}
+func FeedbackStateAddCanSend(builder *flatbuffers.Builder, canSend bool) {
+	builder.PrependBoolSlot(0, canSend, false)
+}
+func FeedbackStateAddBlockedReason(builder *flatbuffers.Builder, blockedReason flatbuffers.UOffsetT) {
+	builder.PrependUOffsetTSlot(1, flatbuffers.UOffsetT(blockedReason), 0)
+}
+func FeedbackStateAddReply(builder *flatbuffers.Builder, reply flatbuffers.UOffsetT) {
+	builder.PrependUOffsetTSlot(2, flatbuffers.UOffsetT(reply), 0)
+}
+func FeedbackStateEnd(builder *flatbuffers.Builder) flatbuffers.UOffsetT {
+	return builder.EndObject()
+}

pkg/fbs/scrabblefb/FeedbackSubmitRequest.go

@@ -0,0 +1,122 @@
+// Code generated by the FlatBuffers compiler. DO NOT EDIT.
+
+package scrabblefb
+
+import (
+	flatbuffers "github.com/google/flatbuffers/go"
+)
+
+type FeedbackSubmitRequest struct {
+	_tab flatbuffers.Table
+}
+
+func GetRootAsFeedbackSubmitRequest(buf []byte, offset flatbuffers.UOffsetT) *FeedbackSubmitRequest {
+	n := flatbuffers.GetUOffsetT(buf[offset:])
+	x := &FeedbackSubmitRequest{}
+	x.Init(buf, n+offset)
+	return x
+}
+
+func FinishFeedbackSubmitRequestBuffer(builder *flatbuffers.Builder, offset flatbuffers.UOffsetT) {
+	builder.Finish(offset)
+}
+
+func GetSizePrefixedRootAsFeedbackSubmitRequest(buf []byte, offset flatbuffers.UOffsetT) *FeedbackSubmitRequest {
+	n := flatbuffers.GetUOffsetT(buf[offset+flatbuffers.SizeUint32:])
+	x := &FeedbackSubmitRequest{}
+	x.Init(buf, n+offset+flatbuffers.SizeUint32)
+	return x
+}
+
+func FinishSizePrefixedFeedbackSubmitRequestBuffer(builder *flatbuffers.Builder, offset flatbuffers.UOffsetT) {
+	builder.FinishSizePrefixed(offset)
+}
+
+func (rcv *FeedbackSubmitRequest) Init(buf []byte, i flatbuffers.UOffsetT) {
+	rcv._tab.Bytes = buf
+	rcv._tab.Pos = i
+}
+
+func (rcv *FeedbackSubmitRequest) Table() flatbuffers.Table {
+	return rcv._tab
+}
+
+func (rcv *FeedbackSubmitRequest) Body() []byte {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(4))
+	if o != 0 {
+		return rcv._tab.ByteVector(o + rcv._tab.Pos)
+	}
+	return nil
+}
+
+func (rcv *FeedbackSubmitRequest) Attachment(j int) byte {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(6))
+	if o != 0 {
+		a := rcv._tab.Vector(o)
+		return rcv._tab.GetByte(a + flatbuffers.UOffsetT(j*1))
+	}
+	return 0
+}
+
+func (rcv *FeedbackSubmitRequest) AttachmentLength() int {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(6))
+	if o != 0 {
+		return rcv._tab.VectorLen(o)
+	}
+	return 0
+}
+
+func (rcv *FeedbackSubmitRequest) AttachmentBytes() []byte {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(6))
+	if o != 0 {
+		return rcv._tab.ByteVector(o + rcv._tab.Pos)
+	}
+	return nil
+}
+
+func (rcv *FeedbackSubmitRequest) MutateAttachment(j int, n byte) bool {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(6))
+	if o != 0 {
+		a := rcv._tab.Vector(o)
+		return rcv._tab.MutateByte(a+flatbuffers.UOffsetT(j*1), n)
+	}
+	return false
+}
+
+func (rcv *FeedbackSubmitRequest) AttachmentName() []byte {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(8))
+	if o != 0 {
+		return rcv._tab.ByteVector(o + rcv._tab.Pos)
+	}
+	return nil
+}
+
+func (rcv *FeedbackSubmitRequest) Channel() []byte {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(10))
+	if o != 0 {
+		return rcv._tab.ByteVector(o + rcv._tab.Pos)
+	}
+	return nil
+}
+
+func FeedbackSubmitRequestStart(builder *flatbuffers.Builder) {
+	builder.StartObject(4)
+}
+func FeedbackSubmitRequestAddBody(builder *flatbuffers.Builder, body flatbuffers.UOffsetT) {
+	builder.PrependUOffsetTSlot(0, flatbuffers.UOffsetT(body), 0)
+}
+func FeedbackSubmitRequestAddAttachment(builder *flatbuffers.Builder, attachment flatbuffers.UOffsetT) {
+	builder.PrependUOffsetTSlot(1, flatbuffers.UOffsetT(attachment), 0)
+}
+func FeedbackSubmitRequestStartAttachmentVector(builder *flatbuffers.Builder, numElems int) flatbuffers.UOffsetT {
+	return builder.StartVector(1, numElems, 1)
+}
+func FeedbackSubmitRequestAddAttachmentName(builder *flatbuffers.Builder, attachmentName flatbuffers.UOffsetT) {
+	builder.PrependUOffsetTSlot(2, flatbuffers.UOffsetT(attachmentName), 0)
+}
+func FeedbackSubmitRequestAddChannel(builder *flatbuffers.Builder, channel flatbuffers.UOffsetT) {
+	builder.PrependUOffsetTSlot(3, flatbuffers.UOffsetT(channel), 0)
+}
+func FeedbackSubmitRequestEnd(builder *flatbuffers.Builder) flatbuffers.UOffsetT {
+	return builder.EndObject()
+}

pkg/fbs/scrabblefb/FeedbackUnread.go

@@ -0,0 +1,64 @@
+// Code generated by the FlatBuffers compiler. DO NOT EDIT.
+
+package scrabblefb
+
+import (
+	flatbuffers "github.com/google/flatbuffers/go"
+)
+
+type FeedbackUnread struct {
+	_tab flatbuffers.Table
+}
+
+func GetRootAsFeedbackUnread(buf []byte, offset flatbuffers.UOffsetT) *FeedbackUnread {
+	n := flatbuffers.GetUOffsetT(buf[offset:])
+	x := &FeedbackUnread{}
+	x.Init(buf, n+offset)
+	return x
+}
+
+func FinishFeedbackUnreadBuffer(builder *flatbuffers.Builder, offset flatbuffers.UOffsetT) {
+	builder.Finish(offset)
+}
+
+func GetSizePrefixedRootAsFeedbackUnread(buf []byte, offset flatbuffers.UOffsetT) *FeedbackUnread {
+	n := flatbuffers.GetUOffsetT(buf[offset+flatbuffers.SizeUint32:])
+	x := &FeedbackUnread{}
+	x.Init(buf, n+offset+flatbuffers.SizeUint32)
+	return x
+}
+
+func FinishSizePrefixedFeedbackUnreadBuffer(builder *flatbuffers.Builder, offset flatbuffers.UOffsetT) {
+	builder.FinishSizePrefixed(offset)
+}
+
+func (rcv *FeedbackUnread) Init(buf []byte, i flatbuffers.UOffsetT) {
+	rcv._tab.Bytes = buf
+	rcv._tab.Pos = i
+}
+
+func (rcv *FeedbackUnread) Table() flatbuffers.Table {
+	return rcv._tab
+}
+
+func (rcv *FeedbackUnread) ReplyUnread() bool {
+	o := flatbuffers.UOffsetT(rcv._tab.Offset(4))
+	if o != 0 {
+		return rcv._tab.GetBool(o + rcv._tab.Pos)
+	}
+	return false
+}
+
+func (rcv *FeedbackUnread) MutateReplyUnread(n bool) bool {
+	return rcv._tab.MutateBoolSlot(4, n)
+}
+
+func FeedbackUnreadStart(builder *flatbuffers.Builder) {
+	builder.StartObject(1)
+}
+func FeedbackUnreadAddReplyUnread(builder *flatbuffers.Builder, replyUnread bool) {
+	builder.PrependBoolSlot(0, replyUnread, false)
+}
+func FeedbackUnreadEnd(builder *flatbuffers.Builder) flatbuffers.UOffsetT {
+	return builder.EndObject()
+}

ui/e2e/feedback.spec.ts

@@ -0,0 +1,64 @@
+import { expect, test, type Page } from './fixtures';
+
+// User feedback against the mock transport (no backend). The mock profile is a
+// durable (non-guest) account, so the Settings → Info "Feedback" entry is shown.
+
+async function loginLobby(page: Page): Promise<void> {
+  await page.goto('/');
+  await page.getByRole('button', { name: /guest/i }).click();
+  await expect(page.getByText('Your turn')).toBeVisible();
+}
+
+// openFeedback navigates lobby ⚙️ → Info tab → the Feedback screen.
+async function openFeedback(page: Page): Promise<void> {
+  await page.getByRole('button', { name: /Settings/ }).click();
+  await expect(page.locator('.pane')).toHaveCount(1);
+  await page.getByRole('button', { name: 'Info', exact: true }).click();
+  // The About "Feedback" button: its accessible name gains the "1" badge once a reply
+  // is waiting, so match by substring rather than exact.
+  await page.getByRole('button', { name: /Feedback/ }).click();
+}
+
+test('feedback: submit a message, then resend is blocked', async ({ page }) => {
+  await loginLobby(page);
+  await openFeedback(page);
+
+  await expect(page.getByPlaceholder(/Describe the problem/)).toBeVisible();
+  await page.locator('textarea').fill('The board does not render on my phone.');
+  await page.getByRole('button', { name: 'Send', exact: true }).click();
+
+  await expect(page.getByText('Your message has been sent.')).toBeVisible();
+  await expect(page.getByRole('button', { name: 'Send', exact: true })).toBeDisabled();
+});
+
+test('feedback: an operator reply raises the badge and shows on the screen', async ({ page }) => {
+  await loginLobby(page);
+
+  // Simulate the operator answering: clears any pending message, sets the reply and
+  // pushes the admin_reply live event.
+  await page.evaluate(() => (window as unknown as { __mock: { adminReply(): void } }).__mock.adminReply());
+
+  // The lobby ⚙️ badge folds the awaiting reply into its count.
+  await expect(page.getByRole('button', { name: /Settings/ }).locator('.badge')).toBeVisible();
+
+  await openFeedback(page);
+  await expect(page.getByText('Reply to your last message')).toBeVisible();
+  // A URL in the reply renders as a link that opens in a new tab.
+  const link = page.getByRole('link', { name: 'https://example.com/help' });
+  await expect(link).toBeVisible();
+  await expect(link).toHaveAttribute('target', '_blank');
+  await expect(link).toHaveAttribute('rel', /noopener/);
+});
+
+test('feedback: sending a new message clears the previous reply', async ({ page }) => {
+  await loginLobby(page);
+  await page.evaluate(() => (window as unknown as { __mock: { adminReply(): void } }).__mock.adminReply());
+  await openFeedback(page);
+  await expect(page.getByText('Reply to your last message')).toBeVisible();
+
+  // A new message has no reply yet, so the previous reply must stop showing at once.
+  await page.locator('textarea').fill('a follow-up question');
+  await page.getByRole('button', { name: 'Send', exact: true }).click();
+  await expect(page.getByText('Your message has been sent.')).toBeVisible();
+  await expect(page.getByText('Reply to your last message')).toBeHidden();
+});

ui/src/App.svelte

@@ -13,6 +13,7 @@
   import Stats from './screens/Stats.svelte';
   import Game from './game/Game.svelte';
   import CommsHub from './game/CommsHub.svelte';
+  import Feedback from './screens/Feedback.svelte';
   import Blocked from './screens/Blocked.svelte';
 
   onMount(() => {
@@ -26,8 +27,9 @@
     if (!insideTelegram()) return;
     const r = router.route;
     // The chat / check sub-screens step back to their game; every other sub-screen to the lobby.
-    const sub = r.name === 'gameChat' || r.name === 'gameCheck';
-    const target = sub ? `/game/${r.params.id}` : '/';
+    let target = '/';
+    if (r.name === 'gameChat' || r.name === 'gameCheck') target = `/game/${r.params.id}`;
+    else if (r.name === 'feedback') target = '/about'; // back to the Settings → Info tab
     telegramBackButton(r.name !== 'lobby' && r.name !== 'login', () => navigate(target));
   });
 
@@ -40,7 +42,7 @@
   // back-to-the-game the wrong way. dir is read with the previous depth (the effect updates it
   // only after the transition has captured its sign).
   function routeDepth(name: RouteName): number {
-    if (name === 'gameChat' || name === 'gameCheck') return 2;
+    if (name === 'gameChat' || name === 'gameCheck' || name === 'feedback') return 2;
     if (name === 'lobby' || name === 'login') return 0;
     return 1;
   }
@@ -93,6 +95,8 @@
           <SettingsHub initialTab="about" />
         {:else if router.route.name === 'friends'}
           <SettingsHub initialTab="friends" />
+        {:else if router.route.name === 'feedback'}
+          <Feedback />
         {:else if router.route.name === 'stats'}
           <Stats />
         {:else}

ui/src/gen/fbs/scrabblefb.ts

@@ -19,6 +19,10 @@ export { EnqueueRequest } from './scrabblefb/enqueue-request.js';
 export { EvalRequest } from './scrabblefb/eval-request.js';
 export { EvalResult } from './scrabblefb/eval-result.js';
 export { ExchangeRequest } from './scrabblefb/exchange-request.js';
+export { FeedbackReply } from './scrabblefb/feedback-reply.js';
+export { FeedbackState } from './scrabblefb/feedback-state.js';
+export { FeedbackSubmitRequest } from './scrabblefb/feedback-submit-request.js';
+export { FeedbackUnread } from './scrabblefb/feedback-unread.js';
 export { FriendCode } from './scrabblefb/friend-code.js';
 export { FriendList } from './scrabblefb/friend-list.js';
 export { FriendRespondRequest } from './scrabblefb/friend-respond-request.js';

ui/src/gen/fbs/scrabblefb/feedback-reply.ts

@@ -0,0 +1,58 @@
+// automatically generated by the FlatBuffers compiler, do not modify
+
+import * as flatbuffers from 'flatbuffers';
+
+export class FeedbackReply {
+  bb: flatbuffers.ByteBuffer|null = null;
+  bb_pos = 0;
+  __init(i:number, bb:flatbuffers.ByteBuffer):FeedbackReply {
+  this.bb_pos = i;
+  this.bb = bb;
+  return this;
+}
+
+static getRootAsFeedbackReply(bb:flatbuffers.ByteBuffer, obj?:FeedbackReply):FeedbackReply {
+  return (obj || new FeedbackReply()).__init(bb.readInt32(bb.position()) + bb.position(), bb);
+}
+
+static getSizePrefixedRootAsFeedbackReply(bb:flatbuffers.ByteBuffer, obj?:FeedbackReply):FeedbackReply {
+  bb.setPosition(bb.position() + flatbuffers.SIZE_PREFIX_LENGTH);
+  return (obj || new FeedbackReply()).__init(bb.readInt32(bb.position()) + bb.position(), bb);
+}
+
+body():string|null
+body(optionalEncoding:flatbuffers.Encoding):string|Uint8Array|null
+body(optionalEncoding?:any):string|Uint8Array|null {
+  const offset = this.bb!.__offset(this.bb_pos, 4);
+  return offset ? this.bb!.__string(this.bb_pos + offset, optionalEncoding) : null;
+}
+
+repliedAtUnix():bigint {
+  const offset = this.bb!.__offset(this.bb_pos, 6);
+  return offset ? this.bb!.readInt64(this.bb_pos + offset) : BigInt('0');
+}
+
+static startFeedbackReply(builder:flatbuffers.Builder) {
+  builder.startObject(2);
+}
+
+static addBody(builder:flatbuffers.Builder, bodyOffset:flatbuffers.Offset) {
+  builder.addFieldOffset(0, bodyOffset, 0);
+}
+
+static addRepliedAtUnix(builder:flatbuffers.Builder, repliedAtUnix:bigint) {
+  builder.addFieldInt64(1, repliedAtUnix, BigInt('0'));
+}
+
+static endFeedbackReply(builder:flatbuffers.Builder):flatbuffers.Offset {
+  const offset = builder.endObject();
+  return offset;
+}
+
+static createFeedbackReply(builder:flatbuffers.Builder, bodyOffset:flatbuffers.Offset, repliedAtUnix:bigint):flatbuffers.Offset {
+  FeedbackReply.startFeedbackReply(builder);
+  FeedbackReply.addBody(builder, bodyOffset);
+  FeedbackReply.addRepliedAtUnix(builder, repliedAtUnix);
+  return FeedbackReply.endFeedbackReply(builder);
+}
+}

ui/src/gen/fbs/scrabblefb/feedback-state.ts

@@ -0,0 +1,64 @@
+// automatically generated by the FlatBuffers compiler, do not modify
+
+import * as flatbuffers from 'flatbuffers';
+
+import { FeedbackReply } from '../scrabblefb/feedback-reply.js';
+
+
+export class FeedbackState {
+  bb: flatbuffers.ByteBuffer|null = null;
+  bb_pos = 0;
+  __init(i:number, bb:flatbuffers.ByteBuffer):FeedbackState {
+  this.bb_pos = i;
+  this.bb = bb;
+  return this;
+}
+
+static getRootAsFeedbackState(bb:flatbuffers.ByteBuffer, obj?:FeedbackState):FeedbackState {
+  return (obj || new FeedbackState()).__init(bb.readInt32(bb.position()) + bb.position(), bb);
+}
+
+static getSizePrefixedRootAsFeedbackState(bb:flatbuffers.ByteBuffer, obj?:FeedbackState):FeedbackState {
+  bb.setPosition(bb.position() + flatbuffers.SIZE_PREFIX_LENGTH);
+  return (obj || new FeedbackState()).__init(bb.readInt32(bb.position()) + bb.position(), bb);
+}
+
+canSend():boolean {
+  const offset = this.bb!.__offset(this.bb_pos, 4);
+  return offset ? !!this.bb!.readInt8(this.bb_pos + offset) : false;
+}
+
+blockedReason():string|null
+blockedReason(optionalEncoding:flatbuffers.Encoding):string|Uint8Array|null
+blockedReason(optionalEncoding?:any):string|Uint8Array|null {
+  const offset = this.bb!.__offset(this.bb_pos, 6);
+  return offset ? this.bb!.__string(this.bb_pos + offset, optionalEncoding) : null;
+}
+
+reply(obj?:FeedbackReply):FeedbackReply|null {
+  const offset = this.bb!.__offset(this.bb_pos, 8);
+  return offset ? (obj || new FeedbackReply()).__init(this.bb!.__indirect(this.bb_pos + offset), this.bb!) : null;
+}
+
+static startFeedbackState(builder:flatbuffers.Builder) {
+  builder.startObject(3);
+}
+
+static addCanSend(builder:flatbuffers.Builder, canSend:boolean) {
+  builder.addFieldInt8(0, +canSend, +false);
+}
+
+static addBlockedReason(builder:flatbuffers.Builder, blockedReasonOffset:flatbuffers.Offset) {
+  builder.addFieldOffset(1, blockedReasonOffset, 0);
+}
+
+static addReply(builder:flatbuffers.Builder, replyOffset:flatbuffers.Offset) {
+  builder.addFieldOffset(2, replyOffset, 0);
+}
+
+static endFeedbackState(builder:flatbuffers.Builder):flatbuffers.Offset {
+  const offset = builder.endObject();
+  return offset;
+}
+
+}

ui/src/gen/fbs/scrabblefb/feedback-submit-request.ts

@@ -0,0 +1,104 @@
+// automatically generated by the FlatBuffers compiler, do not modify
+
+import * as flatbuffers from 'flatbuffers';
+
+export class FeedbackSubmitRequest {
+  bb: flatbuffers.ByteBuffer|null = null;
+  bb_pos = 0;
+  __init(i:number, bb:flatbuffers.ByteBuffer):FeedbackSubmitRequest {
+  this.bb_pos = i;
+  this.bb = bb;
+  return this;
+}
+
+static getRootAsFeedbackSubmitRequest(bb:flatbuffers.ByteBuffer, obj?:FeedbackSubmitRequest):FeedbackSubmitRequest {
+  return (obj || new FeedbackSubmitRequest()).__init(bb.readInt32(bb.position()) + bb.position(), bb);
+}
+
+static getSizePrefixedRootAsFeedbackSubmitRequest(bb:flatbuffers.ByteBuffer, obj?:FeedbackSubmitRequest):FeedbackSubmitRequest {
+  bb.setPosition(bb.position() + flatbuffers.SIZE_PREFIX_LENGTH);
+  return (obj || new FeedbackSubmitRequest()).__init(bb.readInt32(bb.position()) + bb.position(), bb);
+}
+
+body():string|null
+body(optionalEncoding:flatbuffers.Encoding):string|Uint8Array|null
+body(optionalEncoding?:any):string|Uint8Array|null {
+  const offset = this.bb!.__offset(this.bb_pos, 4);
+  return offset ? this.bb!.__string(this.bb_pos + offset, optionalEncoding) : null;
+}
+
+attachment(index: number):number|null {
+  const offset = this.bb!.__offset(this.bb_pos, 6);
+  return offset ? this.bb!.readUint8(this.bb!.__vector(this.bb_pos + offset) + index) : 0;
+}
+
+attachmentLength():number {
+  const offset = this.bb!.__offset(this.bb_pos, 6);
+  return offset ? this.bb!.__vector_len(this.bb_pos + offset) : 0;
+}
+
+attachmentArray():Uint8Array|null {
+  const offset = this.bb!.__offset(this.bb_pos, 6);
+  return offset ? new Uint8Array(this.bb!.bytes().buffer, this.bb!.bytes().byteOffset + this.bb!.__vector(this.bb_pos + offset), this.bb!.__vector_len(this.bb_pos + offset)) : null;
+}
+
+attachmentName():string|null
+attachmentName(optionalEncoding:flatbuffers.Encoding):string|Uint8Array|null
+attachmentName(optionalEncoding?:any):string|Uint8Array|null {
+  const offset = this.bb!.__offset(this.bb_pos, 8);
+  return offset ? this.bb!.__string(this.bb_pos + offset, optionalEncoding) : null;
+}
+
+channel():string|null
+channel(optionalEncoding:flatbuffers.Encoding):string|Uint8Array|null
+channel(optionalEncoding?:any):string|Uint8Array|null {
+  const offset = this.bb!.__offset(this.bb_pos, 10);
+  return offset ? this.bb!.__string(this.bb_pos + offset, optionalEncoding) : null;
+}
+
+static startFeedbackSubmitRequest(builder:flatbuffers.Builder) {
+  builder.startObject(4);
+}
+
+static addBody(builder:flatbuffers.Builder, bodyOffset:flatbuffers.Offset) {
+  builder.addFieldOffset(0, bodyOffset, 0);
+}
+
+static addAttachment(builder:flatbuffers.Builder, attachmentOffset:flatbuffers.Offset) {
+  builder.addFieldOffset(1, attachmentOffset, 0);
+}
+
+static createAttachmentVector(builder:flatbuffers.Builder, data:number[]|Uint8Array):flatbuffers.Offset {
+  builder.startVector(1, data.length, 1);
+  for (let i = data.length - 1; i >= 0; i--) {
+    builder.addInt8(data[i]!);
+  }
+  return builder.endVector();
+}
+
+static startAttachmentVector(builder:flatbuffers.Builder, numElems:number) {
+  builder.startVector(1, numElems, 1);
+}
+
+static addAttachmentName(builder:flatbuffers.Builder, attachmentNameOffset:flatbuffers.Offset) {
+  builder.addFieldOffset(2, attachmentNameOffset, 0);
+}
+
+static addChannel(builder:flatbuffers.Builder, channelOffset:flatbuffers.Offset) {
+  builder.addFieldOffset(3, channelOffset, 0);
+}
+
+static endFeedbackSubmitRequest(builder:flatbuffers.Builder):flatbuffers.Offset {
+  const offset = builder.endObject();
+  return offset;
+}
+
+static createFeedbackSubmitRequest(builder:flatbuffers.Builder, bodyOffset:flatbuffers.Offset, attachmentOffset:flatbuffers.Offset, attachmentNameOffset:flatbuffers.Offset, channelOffset:flatbuffers.Offset):flatbuffers.Offset {
+  FeedbackSubmitRequest.startFeedbackSubmitRequest(builder);
+  FeedbackSubmitRequest.addBody(builder, bodyOffset);
+  FeedbackSubmitRequest.addAttachment(builder, attachmentOffset);
+  FeedbackSubmitRequest.addAttachmentName(builder, attachmentNameOffset);
+  FeedbackSubmitRequest.addChannel(builder, channelOffset);
+  return FeedbackSubmitRequest.endFeedbackSubmitRequest(builder);
+}
+}

ui/src/gen/fbs/scrabblefb/feedback-unread.ts

@@ -0,0 +1,46 @@
+// automatically generated by the FlatBuffers compiler, do not modify
+
+import * as flatbuffers from 'flatbuffers';
+
+export class FeedbackUnread {
+  bb: flatbuffers.ByteBuffer|null = null;
+  bb_pos = 0;
+  __init(i:number, bb:flatbuffers.ByteBuffer):FeedbackUnread {
+  this.bb_pos = i;
+  this.bb = bb;
+  return this;
+}
+
+static getRootAsFeedbackUnread(bb:flatbuffers.ByteBuffer, obj?:FeedbackUnread):FeedbackUnread {
+  return (obj || new FeedbackUnread()).__init(bb.readInt32(bb.position()) + bb.position(), bb);
+}
+
+static getSizePrefixedRootAsFeedbackUnread(bb:flatbuffers.ByteBuffer, obj?:FeedbackUnread):FeedbackUnread {
+  bb.setPosition(bb.position() + flatbuffers.SIZE_PREFIX_LENGTH);
+  return (obj || new FeedbackUnread()).__init(bb.readInt32(bb.position()) + bb.position(), bb);
+}
+
+replyUnread():boolean {
+  const offset = this.bb!.__offset(this.bb_pos, 4);
+  return offset ? !!this.bb!.readInt8(this.bb_pos + offset) : false;
+}
+
+static startFeedbackUnread(builder:flatbuffers.Builder) {
+  builder.startObject(1);
+}
+
+static addReplyUnread(builder:flatbuffers.Builder, replyUnread:boolean) {
+  builder.addFieldInt8(0, +replyUnread, +false);
+}
+
+static endFeedbackUnread(builder:flatbuffers.Builder):flatbuffers.Offset {
+  const offset = builder.endObject();
+  return offset;
+}
+
+static createFeedbackUnread(builder:flatbuffers.Builder, replyUnread:boolean):flatbuffers.Offset {
+  FeedbackUnread.startFeedbackUnread(builder);
+  FeedbackUnread.addReplyUnread(builder, replyUnread);
+  return FeedbackUnread.endFeedbackUnread(builder);
+}
+}

ui/src/lib/app.svelte.ts

@@ -59,6 +59,9 @@ export const app = $state<{
   notifications: number;
   /** Unread chat-message count per game id, for the in-game score-bar and 💬 badges. */
   chatUnread: Record<string, number>;
+  /** Whether an operator feedback reply awaits the player, for the lobby ⚙️ badge (combined
+   *  with friend requests) and the Settings → Info badge. */
+  feedbackReplyUnread: boolean;
   /** Monotonic counter bumped when the app returns to the foreground without the live stream
    *  having dropped. An open game watches it to refetch once, recovering an in-game event shed
    *  from a full hub buffer while suspended (the stream-drop case is covered by streamAlive). */
@@ -79,6 +82,7 @@ export const app = $state<{
   localeLocked: false,
   notifications: 0,
   chatUnread: {},
+  feedbackReplyUnread: false,
   resync: 0,
 });
 
@@ -257,6 +261,10 @@ function openStream(): void {
         if ((e.sub === 'invitation' || e.sub === 'invitation_update') && e.invitation) {
           patchLobbyInvitation(e.invitation);
         }
+        // An operator answered the player's feedback: raise the Settings/Info badge.
+        if (e.sub === 'admin_reply') {
+          app.feedbackReplyUnread = true;
+        }
         void refreshNotifications();
       }
     },
@@ -299,6 +307,24 @@ export async function refreshNotifications(): Promise<void> {
   }
 }
 
+/**
+ * refreshFeedbackBadge recomputes whether an operator feedback reply awaits the
+ * player (the Settings → Info badge, folded into the lobby ⚙️ badge). Authoritative
+ * poll, complementing the live 'admin_reply' push. Guests cannot submit feedback, so
+ * it is a no-op for them.
+ */
+export async function refreshFeedbackBadge(): Promise<void> {
+  if (!app.session || app.profile?.isGuest) {
+    app.feedbackReplyUnread = false;
+    return;
+  }
+  try {
+    app.feedbackReplyUnread = await gateway.feedbackUnread();
+  } catch {
+    // Best-effort; leave the previous flag on a transient failure.
+  }
+}
+
 function closeStream(): void {
   if (reconnectTimer) {
     clearTimeout(reconnectTimer);

ui/src/lib/channel.test.ts

@@ -0,0 +1,20 @@
+import { describe, expect, it } from 'vitest';
+import { detectChannel } from './channel';
+
+describe('detectChannel', () => {
+  it('prefers telegram over everything', () => {
+    expect(detectChannel({ telegram: true })).toBe('telegram');
+    expect(detectChannel({ telegram: true, capacitorPlatform: 'ios' })).toBe('telegram');
+  });
+
+  it('maps the native Capacitor platforms', () => {
+    expect(detectChannel({ telegram: false, capacitorPlatform: 'ios' })).toBe('ios');
+    expect(detectChannel({ telegram: false, capacitorPlatform: 'android' })).toBe('android');
+  });
+
+  it('falls back to web for capacitor web, missing, or unknown platforms', () => {
+    expect(detectChannel({ telegram: false, capacitorPlatform: 'web' })).toBe('web');
+    expect(detectChannel({ telegram: false })).toBe('web');
+    expect(detectChannel({ telegram: false, capacitorPlatform: 'desktop' })).toBe('web');
+  });
+});

ui/src/lib/channel.ts

@@ -0,0 +1,30 @@
+// The submitting platform ("channel") reported with a feedback message. Detected
+// from the runtime environment: Telegram Mini App, the Capacitor native shell
+// (iOS/Android), or a plain web browser. No new dependency — the Capacitor runtime
+// global is feature-detected.
+
+import { insideTelegram } from './telegram';
+
+export type Channel = 'telegram' | 'ios' | 'android' | 'web';
+
+/**
+ * detectChannel picks the channel from the runtime signals: telegram wins, then a
+ * native Capacitor platform (ios/android), else web. Pure, so it is unit-tested
+ * without a DOM.
+ */
+export function detectChannel(signals: { telegram: boolean; capacitorPlatform?: string }): Channel {
+  if (signals.telegram) return 'telegram';
+  if (signals.capacitorPlatform === 'ios' || signals.capacitorPlatform === 'android') {
+    return signals.capacitorPlatform;
+  }
+  return 'web';
+}
+
+/** clientChannel returns the submitting platform from the current runtime. */
+export function clientChannel(): Channel {
+  const capacitorPlatform =
+    typeof window === 'undefined'
+      ? undefined
+      : (window as unknown as { Capacitor?: { getPlatform?: () => string } }).Capacitor?.getPlatform?.();
+  return detectChannel({ telegram: insideTelegram(), capacitorPlatform });
+}

ui/src/lib/client.ts

@@ -9,6 +9,7 @@ import type {
   BlockStatus,
   ChatMessage,
   EvalResult,
+  FeedbackState,
   FriendCode,
   GameList,
   GameView,
@@ -101,6 +102,14 @@ export interface GatewayClient {
   chatList(gameId: string): Promise<ChatMessage[]>;
   nudge(gameId: string): Promise<ChatMessage>;
 
+  // --- feedback ---
+  /** feedbackSubmit sends a feedback message with an optional single attachment. */
+  feedbackSubmit(body: string, attachment: Uint8Array | null, attachmentName: string, channel: string): Promise<void>;
+  /** feedbackGet returns the feedback screen state and marks any pending reply delivered. */
+  feedbackGet(): Promise<FeedbackState>;
+  /** feedbackUnread reports whether an operator reply awaits delivery (the badge). */
+  feedbackUnread(): Promise<boolean>;
+
   // --- friends ---
   friendsList(): Promise<AccountRef[]>;
   friendsIncoming(): Promise<AccountRef[]>;

ui/src/lib/codec.test.ts

@@ -13,9 +13,12 @@ import {
   decodeMatchResult,
   decodeOutgoingList,
   decodeSession,
+  decodeFeedbackState,
+  decodeFeedbackUnread,
   decodeStateView,
   decodeStats,
   encodeCheckWord,
+  encodeFeedbackSubmit,
   encodeDraftSave,
   encodeExchange,
   encodeStateRequest,
@@ -38,6 +41,63 @@ describe('codec', () => {
     expect(decodeDraftView(b.asUint8Array())).toBe('{"x":1}');
   });
 
+  it('round-trips a feedback submit and decodes state + unread', () => {
+    const att = new Uint8Array([1, 2, 3, 4]);
+    const req = fb.FeedbackSubmitRequest.getRootAsFeedbackSubmitRequest(
+      new ByteBuffer(encodeFeedbackSubmit('please fix', att, 'shot.png', 'ios')),
+    );
+    expect(req.body()).toBe('please fix');
+    expect(req.attachmentName()).toBe('shot.png');
+    expect(req.channel()).toBe('ios');
+    expect(Array.from(req.attachmentArray() ?? [])).toEqual([1, 2, 3, 4]);
+
+    // No attachment: the vector is empty.
+    const req2 = fb.FeedbackSubmitRequest.getRootAsFeedbackSubmitRequest(
+      new ByteBuffer(encodeFeedbackSubmit('hi', null, '', 'web')),
+    );
+    expect(req2.body()).toBe('hi');
+    expect(req2.attachmentLength()).toBe(0);
+
+    // State carrying a reply.
+    const b = new Builder(128);
+    const replyBody = b.createString('we are on it');
+    fb.FeedbackReply.startFeedbackReply(b);
+    fb.FeedbackReply.addBody(b, replyBody);
+    fb.FeedbackReply.addRepliedAtUnix(b, BigInt(1700000000));
+    const reply = fb.FeedbackReply.endFeedbackReply(b);
+    const reason = b.createString('');
+    fb.FeedbackState.startFeedbackState(b);
+    fb.FeedbackState.addCanSend(b, true);
+    fb.FeedbackState.addBlockedReason(b, reason);
+    fb.FeedbackState.addReply(b, reply);
+    b.finish(fb.FeedbackState.endFeedbackState(b));
+    expect(decodeFeedbackState(b.asUint8Array())).toEqual({
+      canSend: true,
+      blockedReason: '',
+      reply: { body: 'we are on it', repliedAtUnix: 1700000000 },
+    });
+
+    // State with no reply, blocked as pending.
+    const b2 = new Builder(64);
+    const reason2 = b2.createString('pending');
+    fb.FeedbackState.startFeedbackState(b2);
+    fb.FeedbackState.addCanSend(b2, false);
+    fb.FeedbackState.addBlockedReason(b2, reason2);
+    b2.finish(fb.FeedbackState.endFeedbackState(b2));
+    expect(decodeFeedbackState(b2.asUint8Array())).toEqual({
+      canSend: false,
+      blockedReason: 'pending',
+      reply: null,
+    });
+
+    // Unread badge flag.
+    const b3 = new Builder(16);
+    fb.FeedbackUnread.startFeedbackUnread(b3);
+    fb.FeedbackUnread.addReplyUnread(b3, true);
+    b3.finish(fb.FeedbackUnread.endFeedbackUnread(b3));
+    expect(decodeFeedbackUnread(b3.asUint8Array())).toBe(true);
+  });
+
   it('decodes a temporary BlockStatus with reason', () => {
     const b = new Builder(64);
     const until = b.createString('2026-07-01T12:00:00Z');

ui/src/lib/codec.ts

@@ -12,6 +12,7 @@ import type {
   BlockStatus,
   ChatMessage,
   EvalResult,
+  FeedbackState,
   FriendCode,
   GameList,
   GameView,
@@ -437,6 +438,39 @@ export function decodeChatList(buf: Uint8Array): ChatMessage[] {
   return out;
 }
 
+export function encodeFeedbackSubmit(
+  body: string,
+  attachment: Uint8Array | null,
+  attachmentName: string,
+  channel: string,
+): Uint8Array {
+  const b = new Builder(256);
+  const bodyOff = b.createString(body);
+  const attOff = attachment && attachment.length > 0 ? fb.FeedbackSubmitRequest.createAttachmentVector(b, attachment) : 0;
+  const nameOff = b.createString(attachmentName);
+  const chOff = b.createString(channel);
+  fb.FeedbackSubmitRequest.startFeedbackSubmitRequest(b);
+  fb.FeedbackSubmitRequest.addBody(b, bodyOff);
+  if (attOff) fb.FeedbackSubmitRequest.addAttachment(b, attOff);
+  fb.FeedbackSubmitRequest.addAttachmentName(b, nameOff);
+  fb.FeedbackSubmitRequest.addChannel(b, chOff);
+  return finish(b, fb.FeedbackSubmitRequest.endFeedbackSubmitRequest(b));
+}
+
+export function decodeFeedbackState(buf: Uint8Array): FeedbackState {
+  const st = fb.FeedbackState.getRootAsFeedbackState(new ByteBuffer(buf));
+  const r = st.reply();
+  return {
+    canSend: st.canSend(),
+    blockedReason: s(st.blockedReason()),
+    reply: r ? { body: s(r.body()), repliedAtUnix: Number(r.repliedAtUnix()) } : null,
+  };
+}
+
+export function decodeFeedbackUnread(buf: Uint8Array): boolean {
+  return fb.FeedbackUnread.getRootAsFeedbackUnread(new ByteBuffer(buf)).replyUnread();
+}
+
 export function decodeEvent(kind: string, payload: Uint8Array): PushEvent | null {
   const bb = new ByteBuffer(payload);
   switch (kind) {

ui/src/lib/feedback.test.ts

@@ -0,0 +1,77 @@
+import { describe, expect, it } from 'vitest';
+import { attachmentError, linkify, MAX_ATTACHMENT_BYTES } from './feedback';
+
+describe('attachmentError', () => {
+  it('accepts allowed extensions within the size cap', () => {
+    expect(attachmentError('shot.png', 1000)).toBe('');
+    expect(attachmentError('Photo.JPG', 1000)).toBe(''); // case-insensitive
+    expect(attachmentError('report.pdf', 1000)).toBe('');
+    expect(attachmentError('my.notes.docx', 1000)).toBe(''); // dotted name
+    expect(attachmentError('logs.7z', MAX_ATTACHMENT_BYTES)).toBe('');
+  });
+
+  it('rejects disallowed or extensionless names', () => {
+    expect(attachmentError('evil.exe', 10)).toBe('type');
+    expect(attachmentError('x.svg', 10)).toBe('type'); // XSS vector, not allowed
+    expect(attachmentError('x.html', 10)).toBe('type');
+    expect(attachmentError('README', 10)).toBe('type');
+    expect(attachmentError('', 10)).toBe('type');
+  });
+
+  it('rejects too-large files', () => {
+    expect(attachmentError('shot.png', MAX_ATTACHMENT_BYTES + 1)).toBe('size');
+  });
+});
+
+describe('linkify', () => {
+  it('returns a single text segment for plain text', () => {
+    expect(linkify('just text')).toEqual([{ text: 'just text' }]);
+  });
+
+  it('marks an http(s) URL as a link', () => {
+    expect(linkify('see https://example.com now')).toEqual([
+      { text: 'see ' },
+      { text: 'https://example.com', href: 'https://example.com' },
+      { text: ' now' },
+    ]);
+  });
+
+  it('keeps trailing punctuation out of the link', () => {
+    expect(linkify('go to https://example.com.')).toEqual([
+      { text: 'go to ' },
+      { text: 'https://example.com', href: 'https://example.com' },
+      { text: '.' },
+    ]);
+    expect(linkify('(see https://example.com/path)')).toEqual([
+      { text: '(see ' },
+      { text: 'https://example.com/path', href: 'https://example.com/path' },
+      { text: ')' },
+    ]);
+  });
+
+  it('handles multiple links', () => {
+    const segs = linkify('a http://x.io b https://y.io');
+    expect(segs.filter((s) => s.href).map((s) => s.href)).toEqual(['http://x.io', 'https://y.io']);
+  });
+
+  it('linkifies whitelisted non-http schemes (ftp, mailto, tel)', () => {
+    expect(linkify('ftp://files.example.com/x')).toContainEqual({
+      text: 'ftp://files.example.com/x',
+      href: 'ftp://files.example.com/x',
+    });
+    expect(linkify('write to mailto:help@example.com please')).toContainEqual({
+      text: 'mailto:help@example.com',
+      href: 'mailto:help@example.com',
+    });
+    expect(linkify('call tel:+1234')).toContainEqual({ text: 'tel:+1234', href: 'tel:+1234' });
+  });
+
+  it('never linkifies dangerous schemes', () => {
+    const segs = linkify('javascript:alert(1) data:text/html,x vbscript:msgbox');
+    expect(segs.some((s) => s.href)).toBe(false);
+  });
+
+  it('does not match a scheme inside a word (hotel:, email:)', () => {
+    expect(linkify('the hotel:foo and email:bar').some((s) => s.href)).toBe(false);
+  });
+});

ui/src/lib/feedback.ts

@@ -0,0 +1,68 @@
+// Feedback client-side limits and the attachment pre-upload gate. The gate is by
+// file extension only (the UI does not list the allowed types and never uploads a
+// rejected file); the server re-checks the same limits as the trust boundary.
+
+/** MAX_BODY caps the feedback message length, in characters (matches the backend). */
+export const MAX_BODY = 1024;
+
+/** MAX_ATTACHMENT_BYTES caps a single attachment's size (matches the backend). */
+export const MAX_ATTACHMENT_BYTES = 1_000_000;
+
+// Allowed attachment extensions, mirrored from the backend allow-list.
+const ALLOWED_EXT = new Set([
+  'png', 'jpg', 'jpeg', 'webp', 'gif', // images
+  'pdf', 'txt', 'log', 'doc', 'docx', 'rtf', 'zip', 'gz', '7z',
+]);
+
+/**
+ * attachmentError validates a picked file by name and size, returning 'type' for a
+ * disallowed (or missing) extension, 'size' for a too-large file, or '' when it is
+ * acceptable. The caller shows a single generic "cannot attach" message regardless
+ * of which non-empty reason it is, so the allowed types are never revealed.
+ */
+export function attachmentError(name: string, size: number): '' | 'type' | 'size' {
+  const dot = name.lastIndexOf('.');
+  const ext = dot >= 0 ? name.slice(dot + 1).toLowerCase() : '';
+  if (!ext || !ALLOWED_EXT.has(ext)) return 'type';
+  if (size > MAX_ATTACHMENT_BYTES) return 'size';
+  return '';
+}
+
+/** ReplySegment is one run of the operator reply: plain text, or a link when href is set. */
+export interface ReplySegment {
+  text: string;
+  href?: string;
+}
+
+// Links are recognised only for an explicit, whitelisted scheme, so dangerous ones
+// (javascript:, data:, vbscript:) are never turned into an href. http/https/ftp use
+// "scheme://host…"; mailto/tel use "scheme:rest". Matching stops at whitespace or '<'.
+// The reply is operator-authored, so explicit schemes (no bare-domain guessing) are
+// enough — which keeps this a few lines with no dependency.
+const URL_RE = /\b(?:(?:https?|ftp):\/\/|(?:mailto|tel):)[^\s<]+/gi;
+// Trailing punctuation that should not be part of the URL (kept as following text).
+const TRAILING_RE = /[.,!?;:)\]}'"»]+$/;
+
+/**
+ * linkify splits the operator reply into segments, marking http(s) URLs as links so
+ * the UI renders them as anchors (opened in a new tab) while everything else stays
+ * plain, escaped text. It never emits markup — the caller renders each segment with
+ * the framework's escaping — so it cannot introduce XSS.
+ */
+export function linkify(text: string): ReplySegment[] {
+  const out: ReplySegment[] = [];
+  let last = 0;
+  for (const m of text.matchAll(URL_RE)) {
+    const start = m.index;
+    let url = m[0];
+    const trail = TRAILING_RE.exec(url)?.[0] ?? '';
+    if (trail) url = url.slice(0, url.length - trail.length);
+    if (start > last) out.push({ text: text.slice(last, start) });
+    out.push({ text: url, href: url });
+    if (trail) out.push({ text: trail });
+    last = start + m[0].length;
+  }
+  if (last < text.length) out.push({ text: text.slice(last) });
+  if (out.length === 0) out.push({ text });
+  return out;
+}

ui/src/lib/gateway.ts

@@ -22,8 +22,13 @@ if (isMock && typeof window !== 'undefined') {
   };
   // Drive the auto-match opponent join deterministically from the e2e (the mock otherwise
   // attaches a robot on a timer).
-  (window as unknown as { __mock?: { joinOpponent(): void; joinOpponentSilently(): void } }).__mock = {
+  (
+    window as unknown as {
+      __mock?: { joinOpponent(): void; joinOpponentSilently(): void; adminReply(): void };
+    }
+  ).__mock = {
     joinOpponent: () => (gateway as MockGateway).joinPendingOpponent(),
     joinOpponentSilently: () => (gateway as MockGateway).joinPendingOpponentSilently(),
+    adminReply: () => (gateway as MockGateway).mockAdminReply(),
   };
 }

ui/src/lib/i18n/en.ts

@@ -170,6 +170,17 @@ export const en = {
   'about.description': 'A multiplatform Scrabble game.',
   'about.version': 'Version {v}',
 
+  'feedback.title': 'Feedback',
+  'feedback.placeholder': 'Describe the problem or share your suggestion…',
+  'feedback.attach': 'Attach file',
+  'feedback.removeFile': 'Remove',
+  'feedback.send': 'Send',
+  'feedback.fileRejected': 'This file can’t be attached.',
+  'feedback.sent': 'Your message has been sent.',
+  'feedback.waiting': 'We are reviewing your last message.',
+  'feedback.banned': 'Feedback submission is unavailable.',
+  'feedback.replyTitle': 'Reply to your last message',
+
   'landing.tagline': 'Play Scrabble with friends or a smart robot — in your browser or on Telegram.',
   'landing.playTelegram': 'Play in Telegram',
 

ui/src/lib/i18n/ru.ts

@@ -171,6 +171,17 @@ export const ru: Record<MessageKey, string> = {
   'about.description': 'Мультиплатформенная игра в скрабл.',
   'about.version': 'Версия {v}',
 
+  'feedback.title': 'Обратная связь',
+  'feedback.placeholder': 'Опишите проблему или поделитесь предложением…',
+  'feedback.attach': 'Прикрепить файл',
+  'feedback.removeFile': 'Удалить',
+  'feedback.send': 'Отправить',
+  'feedback.fileRejected': 'Этот файл нельзя прикрепить.',
+  'feedback.sent': 'Ваше сообщение отправлено',
+  'feedback.waiting': 'Ожидаем рассмотрения вашего последнего обращения',
+  'feedback.banned': 'Отправка обратной связи недоступна',
+  'feedback.replyTitle': 'Ответ на ваше последнее сообщение',
+
   'landing.tagline': 'Играй в Скрэббл с друзьями или умным роботом — в браузере или в Telegram.',
   'landing.playTelegram': 'Играть в Telegram',
 

ui/src/lib/mock/client.ts

@@ -16,6 +16,8 @@ import type {
   BlockStatus,
   ChatMessage,
   EvalResult,
+  FeedbackReply,
+  FeedbackState,
   FriendCode,
   GameList,
   GcgExport,
@@ -89,6 +91,11 @@ export class MockGateway implements GatewayClient {
   private readonly profile: Profile = { ...PROFILE };
   private readonly subs = new Set<(e: PushEvent) => void>();
   private pendingMatch: string | null = null;
+  // Feedback slice: a submission marks a message pending (blocks resend); mockAdminReply
+  // clears it and raises the badge.
+  private feedbackPending = false;
+  private feedbackReply: FeedbackReply | null = null;
+  private feedbackReplyUnread = false;
   // The most recently opened auto-match game still awaiting an opponent, for the e2e join hook.
   private openGameId: string | null = null;
   private friends: AccountRef[] = MOCK_FRIENDS.map((f) => ({ ...f }));
@@ -409,6 +416,31 @@ export class MockGateway implements GatewayClient {
   async chatList(gameId: string): Promise<ChatMessage[]> {
     return [...this.game(gameId).chat];
   }
+  async feedbackSubmit(_body: string, _attachment: Uint8Array | null, _attachmentName: string, _channel: string): Promise<void> {
+    this.feedbackPending = true;
+    this.feedbackReply = null; // a new message: the previous operator reply no longer shows
+  }
+  async feedbackGet(): Promise<FeedbackState> {
+    this.feedbackReplyUnread = false; // fetching the screen delivers (reads) the reply
+    return {
+      canSend: !this.feedbackPending,
+      blockedReason: this.feedbackPending ? 'pending' : '',
+      reply: this.feedbackReply,
+    };
+  }
+  async feedbackUnread(): Promise<boolean> {
+    return this.feedbackReplyUnread;
+  }
+
+  // mockAdminReply simulates an operator reply: it clears the pending message, sets the
+  // reply and raises the badge via a live admin_reply notification. e2e hook:
+  // window.__mock.adminReply.
+  mockAdminReply(body = 'Thanks — see https://example.com/help for details.'): void {
+    this.feedbackPending = false;
+    this.feedbackReply = { body, repliedAtUnix: Math.floor(Date.now() / 1000) };
+    this.feedbackReplyUnread = true;
+    this.emit({ kind: 'notify', sub: 'admin_reply' });
+  }
   async nudge(gameId: string): Promise<ChatMessage> {
     const g = this.game(gameId);
     const msg: ChatMessage = {

ui/src/lib/model.ts

@@ -105,6 +105,23 @@ export interface ChatMessage {
   createdAtUnix: number;
 }
 
+/** FeedbackReply is the operator's answer shown on the feedback screen. */
+export interface FeedbackReply {
+  body: string;
+  repliedAtUnix: number;
+}
+
+/**
+ * FeedbackState is the feedback screen state. blockedReason is "" (can send),
+ * "pending" (a previous message is still under review) or "banned"; reply is the
+ * operator's answer to show, or null.
+ */
+export interface FeedbackState {
+  canSend: boolean;
+  blockedReason: string;
+  reply: FeedbackReply | null;
+}
+
 export interface Profile {
   userId: string;
   displayName: string;

ui/src/lib/routeparse.ts

@@ -13,6 +13,7 @@ export type RouteName =
   | 'settings'
   | 'about'
   | 'friends'
+  | 'feedback'
   | 'stats'
   | 'notfound';
 
@@ -53,6 +54,8 @@ export function parse(hash: string): Route {
       return { name: 'about', params: {} };
     case 'friends':
       return { name: 'friends', params: {} };
+    case 'feedback':
+      return { name: 'feedback', params: {} };
     case 'stats':
       return { name: 'stats', params: {} };
     default:

ui/src/lib/transport.ts

@@ -143,6 +143,15 @@ export function createTransport(baseUrl: string): GatewayClient {
     async nudge(id) {
       return codec.decodeChatMessage(await exec('chat.nudge', codec.encodeGameAction(id)));
     },
+    async feedbackSubmit(body, attachment, attachmentName, channel) {
+      await exec('feedback.submit', codec.encodeFeedbackSubmit(body, attachment, attachmentName, channel));
+    },
+    async feedbackGet() {
+      return codec.decodeFeedbackState(await exec('feedback.get', codec.empty()));
+    },
+    async feedbackUnread() {
+      return codec.decodeFeedbackUnread(await exec('feedback.unread', codec.empty()));
+    },
 
     async friendsList() {
       return codec.decodeFriendList(await exec('friends.list', codec.empty()));

ui/src/screens/About.svelte

@@ -1,6 +1,7 @@
 <script lang="ts">
   import { t } from '../lib/i18n/index.svelte';
   import { app } from '../lib/app.svelte';
+  import { navigate } from '../lib/router.svelte';
   import { aboutContent } from '../lib/aboutContent';
 
   // The auto-match move clock (mirrors backend game.DefaultTurnTimeout = 24h).
@@ -31,6 +32,12 @@
   </section>
 
   <p class="muted">{t('about.version', { v: version })}</p>
+
+  {#if !(app.profile?.isGuest ?? true)}
+    <button class="feedback" onclick={() => navigate('/feedback')}>
+      {t('feedback.title')}{#if app.feedbackReplyUnread}<span class="fbadge">1</span>{/if}
+    </button>
+  {/if}
 </div>
 
 <style>
@@ -73,4 +80,27 @@
     font-size: 0.9rem;
     margin: 0;
   }
+  .feedback {
+    align-self: flex-start;
+    padding: 12px 18px;
+    border: 1px solid var(--accent);
+    background: var(--accent);
+    color: var(--accent-text);
+    border-radius: var(--radius);
+    font-weight: 600;
+  }
+  /* The reply badge sits on the accent button, so it inverts the accent colours. */
+  .fbadge {
+    display: inline-block;
+    margin-left: 8px;
+    min-width: 18px;
+    padding: 0 5px;
+    border-radius: 999px;
+    background: var(--accent-text);
+    color: var(--accent);
+    font-size: 0.78rem;
+    font-weight: 700;
+    line-height: 1.55;
+    text-align: center;
+  }
 </style>

ui/src/screens/Feedback.svelte

@@ -0,0 +1,221 @@
+<script lang="ts">
+  import { onMount } from 'svelte';
+  import Screen from '../components/Screen.svelte';
+  import { t } from '../lib/i18n/index.svelte';
+  import { app, handleError } from '../lib/app.svelte';
+  import { gateway } from '../lib/gateway';
+  import { connection } from '../lib/connection.svelte';
+  import { clientChannel } from '../lib/channel';
+  import { attachmentError, linkify, MAX_BODY } from '../lib/feedback';
+  import type { FeedbackState } from '../lib/model';
+
+  // The feedback screen: a message (+ optional single attachment) the player sends to
+  // the operators, plus the operator's last reply. The form is disabled while a
+  // previous message is under review or the account is banned from feedback.
+  let view = $state<FeedbackState | null>(null);
+  let body = $state('');
+  let file = $state<File | null>(null);
+  let fileError = $state(false);
+  let sending = $state(false);
+  let sent = $state(false);
+  let fileInput: HTMLInputElement;
+
+  const enabled = $derived(view?.canSend ?? false);
+  const reason = $derived(view?.blockedReason ?? '');
+  const canSend = $derived(enabled && body.trim().length > 0 && !sending && connection.online);
+  // The operator reply, split into text + http(s) links for rendering.
+  const replySegments = $derived(view?.reply ? linkify(view.reply.body) : []);
+
+  onMount(() => void load());
+
+  async function load() {
+    try {
+      view = await gateway.feedbackGet();
+      // Fetching the screen delivers (reads) any pending reply: clear the badge.
+      app.feedbackReplyUnread = false;
+    } catch (e) {
+      handleError(e);
+    }
+  }
+
+  function pickFile(e: Event) {
+    const input = e.currentTarget as HTMLInputElement;
+    const f = input.files?.[0] ?? null;
+    if (!f) return;
+    if (attachmentError(f.name, f.size) !== '') {
+      fileError = true;
+      file = null;
+      input.value = '';
+      return;
+    }
+    fileError = false;
+    file = f;
+  }
+
+  function removeFile() {
+    file = null;
+    fileError = false;
+    if (fileInput) fileInput.value = '';
+  }
+
+  async function send() {
+    if (!canSend) return;
+    sending = true;
+    try {
+      let bytes: Uint8Array | null = null;
+      let name = '';
+      if (file) {
+        bytes = new Uint8Array(await file.arrayBuffer());
+        name = file.name;
+      }
+      await gateway.feedbackSubmit(body.trim(), bytes, name, clientChannel());
+      body = '';
+      removeFile();
+      sent = true;
+      // The message is now under review: block resending until the operator handles it.
+      // A new message has no reply yet, so the previous operator reply stops showing.
+      view = { canSend: false, blockedReason: 'pending', reply: null };
+    } catch (e) {
+      handleError(e);
+    } finally {
+      sending = false;
+    }
+  }
+</script>
+
+<Screen title={t('feedback.title')} back="/about">
+  <div class="page">
+    <textarea
+      bind:value={body}
+      maxlength={MAX_BODY}
+      rows="6"
+      placeholder={t('feedback.placeholder')}
+      disabled={!enabled}
+    ></textarea>
+
+    <div class="row">
+      <input bind:this={fileInput} type="file" class="hidden" onchange={pickFile} />
+      {#if file}
+        <span class="fname">{file.name}</span>
+        <button type="button" class="neutral" onclick={removeFile}>{t('feedback.removeFile')}</button>
+      {:else}
+        <button
+          type="button"
+          class="neutral attach"
+          aria-label={t('feedback.attach')}
+          title={t('feedback.attach')}
+          onclick={() => fileInput.click()}
+          disabled={!enabled}>📎</button>
+      {/if}
+      <button type="button" class="cta" onclick={send} disabled={!canSend}>{t('feedback.send')}</button>
+    </div>
+
+    {#if fileError}<p class="err">{t('feedback.fileRejected')}</p>{/if}
+
+    {#if sent}
+      <p class="ok">{t('feedback.sent')}</p>
+    {:else if reason === 'pending'}
+      <p class="muted">{t('feedback.waiting')}</p>
+    {:else if reason === 'banned'}
+      <p class="muted">{t('feedback.banned')}</p>
+    {/if}
+
+    {#if view?.reply}
+      <section class="reply">
+        <h2>{t('feedback.replyTitle')}</h2>
+        <p class="replybody">{#each replySegments as seg, i (i)}{#if seg.href}<a href={seg.href} target="_blank" rel="noopener noreferrer">{seg.text}</a>{:else}{seg.text}{/if}{/each}</p>
+      </section>
+    {/if}
+  </div>
+</Screen>
+
+<style>
+  .page {
+    padding: var(--pad);
+    display: flex;
+    flex-direction: column;
+    gap: 12px;
+  }
+  textarea {
+    width: 100%;
+    box-sizing: border-box;
+    resize: vertical;
+    min-height: 7rem;
+    font: inherit;
+  }
+  .row {
+    display: flex;
+    align-items: center;
+    gap: 8px;
+    flex-wrap: wrap;
+  }
+  .fname {
+    flex: 1 1 auto;
+    min-width: 0;
+    overflow: hidden;
+    text-overflow: ellipsis;
+    white-space: nowrap;
+    color: var(--text-muted);
+    font-size: 0.9rem;
+  }
+  .cta {
+    margin-left: auto;
+    padding: 12px 18px;
+    border: 1px solid var(--accent);
+    background: var(--accent);
+    color: var(--accent-text);
+    border-radius: var(--radius);
+    font-weight: 600;
+  }
+  .neutral {
+    padding: 12px 14px;
+    border: 1px solid var(--border);
+    background: var(--surface-2);
+    color: var(--text);
+    border-radius: var(--radius);
+    font-weight: 600;
+  }
+  .cta:disabled,
+  .neutral:disabled {
+    opacity: 0.5;
+  }
+  .attach {
+    font-size: 1.15rem;
+    line-height: 1;
+  }
+  .hidden {
+    display: none;
+  }
+  .err {
+    color: var(--danger);
+    margin: 0;
+  }
+  .ok {
+    color: var(--accent);
+    margin: 0;
+  }
+  .muted {
+    color: var(--text-muted);
+    margin: 0;
+  }
+  .reply {
+    display: flex;
+    flex-direction: column;
+    gap: 6px;
+    border-top: 1px solid var(--surface-2);
+    padding-top: 10px;
+  }
+  .reply h2 {
+    font-size: 1.05rem;
+    margin: 0;
+    color: var(--text-muted);
+  }
+  .replybody {
+    margin: 0;
+    white-space: pre-wrap;
+    word-break: break-word;
+  }
+  .replybody a {
+    color: var(--accent);
+  }
+</style>

ui/src/screens/Lobby.svelte

@@ -2,7 +2,7 @@
   import { onMount } from 'svelte';
   import Screen from '../components/Screen.svelte';
   import TabBar from '../components/TabBar.svelte';
-  import { app, handleError } from '../lib/app.svelte';
+  import { app, handleError, refreshFeedbackBadge } from '../lib/app.svelte';
   import { connection } from '../lib/connection.svelte';
   import { gateway } from '../lib/gateway';
   import { navigate } from '../lib/router.svelte';
@@ -18,15 +18,19 @@
   let incoming = $state<AccountRef[]>([]);
 
   const guest = $derived(app.profile?.isGuest ?? true);
+  // The lobby ⚙️ badge is the shared count: incoming friend requests plus an awaiting
+  // operator feedback reply (the Settings → Info badge folds in here).
+  const settingsBadge = $derived(app.notifications + (app.feedbackReplyUnread ? 1 : 0));
 
   async function load() {
     try {
       games = (await gateway.gamesList()).games;
       if (!guest) {
         [invitations, incoming] = await Promise.all([gateway.invitationsList(), gateway.friendsIncoming()]);
-        // The ⚙️ badge counts only what lives behind it (incoming friend requests);
+        // The ⚙️ badge counts incoming friend requests plus an awaiting feedback reply;
         // invitations surface in their own lobby section above.
         app.notifications = incoming.length;
+        void refreshFeedbackBadge();
       }
       setLobby({ games, invitations, incoming });
       // Warm the cache for the ongoing games so opening one from the lobby is instant. The list
@@ -234,7 +238,7 @@
         <span class="sq">📊</span><span class="lbl">{t('lobby.stats')}</span>
       </button>
       <button class="tab" onclick={() => navigate('/settings')}>
-        <span class="sq">⚙️{#if app.notifications > 0}<span class="badge">{app.notifications}</span>{/if}</span>
+        <span class="sq">⚙️{#if settingsBadge > 0}<span class="badge">{settingsBadge}</span>{/if}</span>
         <span class="lbl">{t('lobby.settings')}</span>
       </button>
     </TabBar>

ui/src/screens/SettingsHub.svelte

@@ -57,7 +57,7 @@
         </button>
       {/if}
       <button class="tab" class:active={tab === 'about'} onclick={() => (tab = 'about')}>
-        <span class="sq" aria-hidden="true">ℹ️</span><span class="lbl">{t('about.tab')}</span>
+        <span class="sq" aria-hidden="true">ℹ️{#if app.feedbackReplyUnread}<span class="badge">1</span>{/if}</span><span class="lbl">{t('about.tab')}</span>
       </button>
     </TabBar>
   {/snippet}