🎫How to Open a Support Ticket

Introduction

Support tickets are the fastest way to get help that needs your account context, billing, refunds, server issues, abuse reports.

For general "how do I do X?" questions, Discord is faster. For anything account-specific, file a ticket.

How To File One

1. 1Log in to the Client Area
2. 2Click Support → Open Ticket
3. 3Pick a department, Billing, Technical, or Abuse
4. 4Pick the affected service from the dropdown
5. 5Write a clear subject line, be specific
6. 6Describe the issue, then attach screenshots
7. 7Click Submit Ticket

You'll get an email confirmation with the ticket ID.

How to Write a Great Ticket

• Subject, describe the symptom in one line ("Server crashes 30s after start, MC 1.20.1")
• Steps to reproduce, what did you do right before it broke?
• Screenshots / console logs, paste them, don't summarise
• Your timezone, helps us schedule callbacks

Response Times

• 🚨 Critical (server down) → under 15 minutes
• 🛠 Technical → under 2 hours
• Billing → under 4 hours
• 📨 General → same business day

Warning: Never share your panel password in a ticket. We never need it, we have admin access.

Need More Help?

Urgent? Ping the on-call team in our Discord and reference your ticket ID.