❓ Support FAQs
Answers to some of the most common support questions.
Not sure where to go for help? You may find the answer you're looking for below.
❓ Frequently Asked Questions
When should I open a Discord Support Ticket?
Use a Discord support ticket for issues that don't require assistance while you're actively in-game.
This may include:
- Account assistance
- Technical issues
- Store or Tebex questions
- Questions about server systems
- General support requests
- Issues requiring additional investigation or evidence
If you're currently in-game and need staff assistance with an active situation, use the in-game report system instead.
When should I use an In-Game Player Report?
Use an in-game report when an issue requires staff attention while you're actively playing.
This may include suspected rule violations, cheating or exploiting, being stuck, technical issues requiring in-game assistance, or other situations where staff intervention may be necessary.
Continue roleplaying whenever possible unless you're unable to do so or staff instruct you otherwise.
Where should I report bugs?
Bugs and technical issues should be submitted through the appropriate Discord bug reporting process.
Include as much relevant information as possible, such as what happened, where it occurred, any error messages, and screenshots or video if available.
If a technical issue is actively preventing you from playing and requires staff assistance in-game, you may use the in-game report system first.
How long do support tickets take?
Response times depend on staff availability and the complexity of the issue.
Some requests may require additional investigation or review, so response times can vary.
Please be patient while waiting for assistance.
Can I bump my ticket?
Please avoid repeatedly bumping or messaging in a ticket solely to request an update.
Tickets are reviewed as staff become available, and bumping a ticket does not move it ahead of others.
If you have new or relevant information about your issue, you may add it to the existing ticket.
What evidence should I provide?
Provide any information or evidence that is relevant to your report.
Depending on the situation, this may include:
- Screenshots
- Video clips
- Character names or player IDs
- Date and approximate time
- Location
- Error messages, if applicable
- A clear description of what happened
Only include information that is relevant to the issue being reported.
What if I accidentally closed my ticket?
If your issue still needs assistance, open a new support ticket explaining what happened.
What if I have a concern involving a staff member?
Concerns involving staff should be handled privately through the appropriate support process.
Provide a clear explanation of what happened and include any relevant evidence when available.
Avoid discussing staff-related concerns publicly or confronting the situation through unrelated support channels.
What if I disagree with a staff decision?
Remain respectful and use the appropriate appeal or review process available through the community.
Provide any relevant information or evidence and allow the matter to be reviewed through the proper channels.
💡 Quick Tip
Providing clear and relevant information from the beginning helps staff understand your issue and determine the appropriate next steps.
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Last Updated: August 2026