How fast and effective we can help you with problems and questions highly depends on how you write your support requests. The more complete the information you provide is, the fewer questions we have to ask, and the faster we will find a solution for your issue.

You can find a list of all ways to create support requests here.

Language

For us to be able to understand you, it is important to write in full and understandable sentences. We recommend writing your support requests in English, although this is not required.

Contents

When writing a support request, ask a specific question or state a specific problem. Requests that only consist of "Can you help me?", "I need help", or "Can I ask a question?" will be ignored.

The exact contents of a support request can, of course, differ depending on the nature of the problem you are facing. However, you should make sure that, within your request text, you answer the following questions:

What are you trying to achieve?

Example: I am trying to connect to my server.

What have you tried?

Example: I entered my server address in Minecraft and clicked "Join Server".

If you didn't try anything to solve your issue yet, try something. You can also search our help center for possible solutions.

What happened?

Example: I was shown the error message "Failed to connect to server: Failed to verify username".

Make sure to explain what happened, not what didn't happen. "It didn't work" is not a valid description of a problem. If you are shown an error message, it is important that you include the full error message, not just part of it.

Additional information

If your request concerns a specific account, please include the username of the account.

If your request concerns a specific server, please include the full server address and the username of the account that owns it.

It is also helpful to additionally include your Support Token, which you can find on the account page.