Support
One inbox, answered by people who actually run game servers. No ticket portal, no bot, no phone tree.
What to put in the email
The more of this you include, the more likely the first reply is the fix rather than a question.
- The email address you paid with, or the order reference from your confirmation page.
- Your server address, if you already have one.
- What you expected to happen, and what happened instead.
- Anything you changed just before it broke — a mod, a plugin, a config file.
Common requests
Check spam first, then email us with your order reference. Setup details normally land within minutes of payment; if it has been longer than that, something needs a human and we would rather hear about it early.
Tell us which tier and we move you the same day. Stripe prorates the difference on your next invoice, and your world, mods and configs come with you.
We move you once for free. Say where you would rather be and we will schedule it around your players.
One email stops the next payment. Your server runs until the end of the period you already paid for and we keep the files for 14 days afterwards.
Inside the first seven days of a new subscription, no questions asked. The refund policy has the detail.
How fast we reply
| Plan | First reply |
|---|---|
| Tier 1 & Tier 2 | Within a few hours, around the clock |
| Tier 3 | Priority queue, within 1 hour |
| Tier 4 | Front of the queue, within 15 minutes |
Anything that looks like a server down, on any plan, gets picked up straight away.
Before you email
The FAQ covers what happens after payment, changing tiers, regions and cancelling. The terms and refund policy cover the rest. If none of it answers your question, that is what the inbox is for.