How to get help, and what support can and cannot do.
Getting help
Support requests go through the official support contact published on this site. Include your account name (never your password), what happened, when, and any error messages. Screenshots help.
What support handles
- Account access problems: recovery, verification, lockouts.
- Payment and delivery issues.
- Bug reports (see the Bug Policy for the process).
- Punishment appeals.
- Reports of rule violations, with evidence.
What support does not do
- Ask for your password, ever. Staff will never request it; anyone who does is not staff.
- Restore items lost to gameplay (deaths, drops, trades you regret).
- Arbitrate shared-account disputes.
- Reveal information about other players' accounts.
Response expectations
This is a small team operating a community server. Requests are answered as soon as practical, and response times vary with workload and the complexity of the issue; payment and account-access issues take priority.