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
Every game we host has its own page of fixes: the problems people actually run into on that game, each answered in the panel tab where you fix it. Pick yours and its top few appear here, each one a link to the answer. It also tells us what we are looking at if you do end up writing in. Not ordered yet, or not listed? Choose Something else.
Every game’s fixes: 7 Days to Die · Conan Exiles · Enshrouded · HumanitZ · Icarus · Palworld · PixARK · Project Zomboid · Rust · Satisfactory · SCUM · Sons of the Forest · Valheim · VEIN · Windrose
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.
Problems on every game
These come up whatever you run.
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 Worlds & 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 under your server’s name at the top of the panel — port included? Its Copy button copies exactly what a player pastes.
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
1. Restart the server. Almost every game reads its config only at boot, and the panel’s Saved message says so when that is the case. (Satisfactory is the exception: its settings apply live.)
2. A setting that shapes the world itself — map size, seed — only takes when a new world is made. Where that is true the panel says settings not applied yet beside the world instead of pretending.
3. Restarted and it still didn’t take? Send us the setting and the value. A setting the game ignores is a bug we want to hear about.
Where is my world, and how do I back it up?
The Worlds & backups tab. It 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. A backup is 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.