Opening a Ticket

A clear ticket helps support understand the issue and respond with the right next step.

Include the basics

When possible, include:

• Account email
• Server or workspace name
• Game, workspace type, or affected area
• What happened
• Approximate time the issue started
• Screenshots or visible error text
• Recent changes you made
• Any relevant notice shown in the Portal
• For billing issues, whether the account appears pending, past due, suspended, or active

For urgent issues

For urgent service-impact issues, describe the impact clearly. For example, include whether players cannot connect, a server will not start, or a workspace is unavailable.

Keep credentials out of tickets

Do not share passwords or other sensitive credentials in support tickets.