A complete ticket reduces back-and-forth and helps support begin troubleshooting immediately.
Include this information
- The affected service and game.
- A short description of what should happen and what actually happens.
- The exact error message, not only a summary such as “it is broken.”
- The date and approximate time of the problem, including your timezone.
- The last update, mod, plugin, map, file, or setting changed.
- Steps already tried and their results.
- Relevant console or log lines, including several lines before the error.
- Whether the issue affects everyone or only certain players.
Protect your account
Never include your password, one-time code, recovery code, full payment-card number, bank login, private key, or database password. Support does not need these secrets.
Ticket tips
- Choose the department that best matches the issue.
- Keep one issue in one ticket and reply to that ticket with new information.
- Avoid opening duplicate tickets for the same problem, because it can split the troubleshooting history.
Submit a support ticket after gathering the details above.
