Support
There is one way in, and it is the fast one: open a ticket from your billing dashboard. It arrives with your server and plan already attached, so the answer can start straight away instead of with three questions.
Send us a message
A ticket is the better route whenever you can reach one. This form is for when you cannot: you have not ordered yet, or you are shut out of billing. It comes to the same place, and the more of it you fill in, the faster it gets solved.
If you can get into your account, a billing ticket arrives with your server attached, which is better still. This form works either way.
Response times
- Most tickets are answered within the hour.
- Every ticket is answered within four hours, 8am to midnight Eastern, seven days a week. Anything that lands overnight is first in line in the morning.
Those are bounded hours with a target we hold to, rather than a 24/7 badge that means a slower queue. Every ticket gets a real answer, and it comes from someone who works in these games’ config files.
Your server does not wait on support
Support hours have nothing to do with whether your server is up. It runs around the clock, restarts itself if it crashes, and backs up every night, none of which needs anyone at a keyboard. A 3am raid does not depend on the support queue.
What support covers
The questions that actually come up when you run a server. How to turn on PvP, why a mod will not load, why a friend cannot connect, what is eating your RAM. You get an answer for your game and your config rather than a help article that nearly fits.
Common problems, by game
A good deal of it has a short answer, and your game decides which answers are worth reading first — especially anything involving mods. Pick yours and we will put those in front of you. It also tells us what we are looking at if you do end up writing in. If none of them is yours, or you have not ordered yet, choose Something else.
Brand new to this? Nothing is broken — you just have not done the first bit yet. The first five minutes walks you through naming it, putting a password on it, sending people the address, and the one mod choice that is hard to undo.
Try these first
Ordered by how often each one turns out to be the answer.
My mods are installed but nothing is different in game
Work down this list — it's almost never the server.
1. Open your Mods tab and check the mod count. Zero means they aren't on disk.
2. Open the game's own mod screen on your PC and make sure each mod is switched on there. Palworld hides this and it catches nearly everyone — subscribing isn't the same as enabling.
3. Make sure every player has done both of the above. One who hasn't often can't connect at all.
4. Restart the server. Mods are read at boot.
How do I know if a mod actually loaded?
Three places, in order of how much they can be trusted: the mod count on your Mods tab, the Console tab right after a boot (most loaders announce themselves and list what they started), and then the thing the mod changes, in game. Don't use "the server is up" — that proves nothing any more.
A game update broke my mods
Three ways out, cheapest first: restore last night's backup from the Backups tab; remove the mod that's behind and run without it; or wait for its author to catch up. Then decide whether you want auto-update on — the trade is here.
Nobody can connect to my server
1. Is it Running in the panel, not just created?
2. Are they using the exact address and port on the server card — port included?
3. Did you set a password and not pass it on?
4. If you run mods, do the first question on this page — a mod mismatch looks identical to a connection problem.
All four fine? Send it to us with the address you're handing out.
I changed a setting and nothing happened
Restart the server — almost every game reads its config only at boot. Then reopen the Settings tab: anything still marked changed that you didn't just change is a value the game refused, and that one is worth sending to us.
Where is my world, and how do I back it up?
Worlds lists every world on your server, including games you've switched away from — we never delete one. Download hands you a copy of the world alone. Backups takes a restore point on demand, and one runs nightly. Take one before you touch mods.
My server is lagging
Check the panel's memory figure against your plan first — near the ceiling means the fix is a bigger tier, and you can move up yourself. If memory is fine, the usual order is mods, then player count, then a very large base. Tell us what changed most recently; that's nearly always it.