This guide will show how to properly open a support ticket.

⚠ NOTE ⚠: Any technical issue requires a ticket to be opened because of reasons for tracking and security.

⚠ NOTE ⚠: Any billing issue requires a ticket to be opened because of reasons for tracking and security.

The live chat is for just for general or sales questions, our main technical and billing support is done via the ticket system.


❓ How To Open a Ticket ❓

To open a support ticket just go here, log in to your billing account and click on Open Ticket.



After doing so, you will be prompted to the page where you choose the department you want for your ticket and after you will have to complete the actual ticket text where you should describe your issue as good as you can, maybe even put some of your console logs from the console that shows the issue.


📝 Which Department Should I Choose 📝

You have ten possible departments and you need to select the one according to your issue.




Minecraft Technical Support

You need to choose this department for support with any Minecraft technical related issues.


Dedicated IP Activation

You need to choose this department if you have purchased the dedicated IP add-on to get it activated.


Minecraft Node Transfer

You need to choose this department when you need a node transfer or a location change. To find out if your server needs a node transfer look for this specific error. This is the only case when you may need a location change.

⚠ NOTE ⚠: You need to tick the box for I agree that the IP will be changed and I have made a backup of my files. because this is what the node transfer will imply.




Minecraft Plugin Setup

You need to choose this department if you bought the plugin set up and support addon to get it set up.

⚠ NOTE ⚠: You need to tick the boxes for I understand that I have 48 hours after the setup is complete to report any errors or changes required and I understand this is a one-time setup, I have provided links to all the plugins I need installed and specified the configuration for each. because this is what the addon implies.




Sales

You need to choose this department for issues regarding any inquiries about our services.


Web Hosting Support

You need to choose this department for support with any Web Hosting issues.


Minecraft Addon Support

You need to choose this department for any assistance with any of our paid add-ons that involve plugins & modpacks for Minecraft.

⚠ NOTE ⚠: You need to choose the addon type that you purchased.




Minecraft Modpack Setup

You need to choose this department if you bought the modpack install and support addon to get it set up.

⚠ NOTE ⚠: You need to give us the link to the modpack you want to be set up, the version and you also need to tick the box that says I agree that all server files will be wiped upon installation and I have already made a backup of any required server files before sending this ticket. because this is why the addon implies.




Billing

You need to choose this department for support with any billing-related inquiries.


Lag Fixing

You need to choose this department if you have lag related issues.


📜 How Do I Find My Tickets 📜

To find your opened tickets you need to log in to your billing account here and do the following:

Click on Support




Click on Tickets



After doing so you will find all your tickets, even the closed ones.


⚠ NOTE ⚠: Anytime one of your tickets gets a reply from us you will also be notified via mail.

⚠ NOTE ⚠: If you want to add an image to your ticket we please you to upload it online and then give us the link in the ticket.


❕ Useful Links ❕

- Adding Addons
- Upgrade Your Service
- Reset your Multicraft Password
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