Opening a Ticket
A clear ticket helps support understand the issue and respond with the right next step.
Include the basics
Section titled “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
Choose the closest category
Section titled “Choose the closest category”Use the category that best matches the problem, such as server, billing, dev workspace, account, or general. If you are unsure, choose the closest option and explain the issue in the message.
For urgent issues
Section titled “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
Section titled “Keep credentials out of tickets”Do not share passwords or other sensitive credentials in support tickets.