SUPPORT
Two ways to reach us. Discord is faster, email is better for anything involving money or personal data.
Open a ticket
Fastest route. Staff are around most of the day and can check logs while you're talking to them.
[email protected]
Replies within two working days. Use this for purchases, refunds and privacy requests.
Can't connect?
Check the status page before opening a ticket. If it's red, we already know.
Include this and we can actually help
- Your in-game name, spelled exactly as you join with.
- Which gamemode it happened on.
- When it happened, with your timezone.
- A screenshot or short clip. For chat problems, a screenshot showing the messages.
- For anything bought in the store, the transaction ID from your PayNow receipt.
Purchase didn't arrive
Ranks and crate keys are normally delivered within a few minutes of payment clearing. If it's been longer than that, email us with your PayNow transaction ID and in-game name and we'll either deliver it or refund you. Full terms are on the refund policy page.
Don't file a chargeback first. It gets your account banned and takes weeks to unwind, while an email usually fixes it the same day.
Ban appeals
Appeals go through a Discord ticket, not email, because staff need the punishment ID and logs in one place. One appeal per punishment. The rules page explains how punishments escalate.
Bugs and exploits
Report duplication glitches, money exploits and crash bugs privately in a Discord ticket rather than in public chat. Reporting one is rewarded. Quietly using one is a permanent ban.
Privacy and data requests
To get a copy of the data tied to your name, correct something, or ask for deletion, email [email protected] from an address you can be reached at and include your in-game name. We answer within 30 days. The privacy policy covers what we hold and what we can't delete.
Security problems
Found a vulnerability in the website or the network? Email [email protected] with the details before telling anyone else, and give us a reasonable window to fix it.
