Open a support ticket

Tickets stay on your signed-in account and keep a written trail. Staff will never ask for your password, payment card details or authentication codes. Before you open a ticket, look through the guides — most join, crash and billing questions are already answered there.

In the left sidebar, click Support tickets. You must be signed in. Tickets cannot be opened from the public demo.

The form first asks Have you looked through the guides? Open the suggested links for your category — for a server issue that is common console errors, cannot join, and server stays offline. Tick that you still need help, then fill in the rest.

Use a short Subject. Pick a category: Server, Billing, Account or Other. For a server issue, choose the related server so staff can open the matching service. In Details, say what happened, when, and paste the exact console error. Confirm you are opening the ticket on your account, then submit.

Copy the server short ID from the server header. On Overview, turn on ERRORS, then copy or download the console. Paste the red lines, not the whole chat. For a join issue, include the Game address and the Minecraft client version. For billing, include the invoice or renewal date — not a card number.

Never send your password, password-reset link, payment card details, authentication codes, SFTP password or webhook URL. Support can investigate normal issues without those secrets. If a credential may already be in the ticket, rotate it on the server (SFTP password, database password, webhook secret) after you send a redacted follow-up.

Replies stay on that ticket. If support offers a goodwill credit, choose wallet or next-bill credit on the ticket when they let you choose. Closed tickets remain readable from Support tickets. New tickets are sometimes temporarily closed; you can still read existing ones.