Open a support ticket

A clear support ticket helps us find the right service and inspect the right event. Include what you saw, when it happened and what you expected. Keep one ticket focused on one issue, especially when several machines have similar names.

Identify the service

1. Sign in to the billing portal and open Services → My Services.
2. Open the affected service. Record its service ID, name and assigned IP or connection address. Include the game server ID or panel URL if the issue concerns the game panel.
3. Open a support ticket from your billing account. Choose the relevant service where the form offers that option.
4. Use a specific subject, such as Game console returns 504 on server [ID], rather than only “broken”.

Tell us which panel you used: billing, game, VPS or dedicated. Your billing email and an in-game username may differ. For security, contact us from the account that owns the service or through authorised access rather than borrowing another person's login.

Describe the effect and timing

State whether the problem affects one player, several players or the whole service. Tell us whether the application still works while its panel fails. For example, a working Minecraft connection with a broken web console points to a different investigation than a machine that nobody can reach.

Give the date, approximate start time and timezone, including whether the issue continues. If it repeats, provide two or three example times. Include recent changes such as a plugin update, DNS edit, firewall change, restore or new application. Reporting a change helps diagnosis; it does not establish the cause.

Attach useful evidence

• Panel error: copy its exact text and request_id if present. Include the time of that error, since request IDs help locate a specific request.
• Minecraft crash: include the relevant startup or crash log and version information. Use the log guide to find the right file.
• Network issue: provide the destination hostname, port and the result of a test from the affected device. Record the source public IP privately in the ticket if support needs it to trace filtering.
• Billing question: include the invoice number, service ID and agreed price or billing period.

For screenshots, show the error and enough surrounding interface to identify the task. A screenshot of a loading spinner alone provides little evidence. Plain text logs allow us to search an error; include a screenshot when the layout or button state matters.

Remove secrets before sending

Redact passwords, private SSH keys, API tokens, database connection secrets, recovery codes and full payment-card details. Console launch URLs and signed download links may contain access tokens. Replace their secret portion rather than posting the full address. Review plugin configuration and environment files before attaching them.

If we need secure access, use the method agreed in the ticket. Do not place credentials in a public chat or screenshot. Follow the account-security guide if you have already exposed a secret.

While waiting for a reply

Avoid repeated reinstalls, restores or forced power cycles to clear a spinner. Keep existing data and the last working backup. Add new evidence to the same ticket and tell us if you change anything. If you suspect an active compromise, use the compromise-response guide and flag the urgency in your ticket.