Getting Support through our Discord Bot

The /support command gives you full access to our support system directly through Discord, without needing to access the billing portal. You can create tickets, view existing ones, reply to staff, and close resolved issues.

Using /support in the Discord Server

When you use /support in our Discord server, you'll receive a private channel dedicated to your support request.

Creating a Ticket

You can create a ticket with or without a billing account. If you have a billing account, we recommend linking it with your Discord account for the best experience. 

If your account is linked:

1. Type /support in any channel (only you can see the messages)
2. Click New Ticket
3. Select the appropriate department (Technical Support, Billing, etc.)
4. Fill in the subject and message fields
5. Select a priority level (Low, Medium, or High)
6. Submit the form

A private channel will be created where you can communicate directly with our support team.

If your account is not linked:

1. Type /support in any channel
2. Click New Ticket
3. You'll be given the option to Link Account or Continue Without Linking
4. If continuing without linking, enter your email address when prompted
5. Select a department and fill in the ticket details
6. A private channel will be created for your ticket

If you've created a guest ticket before, the bot will ask you if you want it remember your email address for convenience.

Viewing Your Tickets

To view tickets associated with your billing account:

1. Type /support
2. Click View Tickets
3. Your most recent tickets are displayed with status and last update
4. Click any ticket number to view details

Note: Viewing tickets requires your account to be linked. Guest tickets can only be accessed through their ticket channel.

Within Your Ticket Channel

• Use /support within your ticket channel to view current status, priority, and department
• The pinned message at the top of your channel displays live ticket information
• Simply type your message in the channel to reply - all messages are automatically synced to our support system
• Click Close Ticket when your issue is resolved or if you no longer require help. (We automatically close tickets after they're resolved)

Guest Email Verification

If you created a ticket without linking your account, staff may ask you to verify your email. When prompted:

1. Click the verification button in your ticket channel
2. Check your email for a 6-digit code
3. Enter the code when prompted

This helps us confirm your identity and can link your Discord account for future convenience.

Using /support in Direct Messages

You can also message the bot directly to manage your support tickets privately. DM mode requires your account to be linked.

Linking Your Account

1. Open a DM with the bot
2. Type /support
3. Click Link Account
4. Enter the email address associated with your billing account
5. Check your email for a 6-digit verification code
6. Click Enter Code and submit the code

Once linked, you'll have full access to your tickets.

Creating a Ticket

1. Type /support in the DM
2. Click New Ticket
3. Select a department from the dropdown menu
4. Fill in the subject, message, and priority
5. Submit the form

You'll receive confirmation with your ticket number.

Viewing Your Tickets

1. Type /support in the DM
2. Click View Tickets
3. Your five most recent tickets are displayed with ticket number, subject, status, department, and last update
4. Click any ticket number button to view full details and recent replies

Replying to a Ticket

1. View the ticket you want to reply to
2. Click the Reply button
3. Enter your message in the form that appears
4. Submit your reply

Closing a Ticket

1. View the ticket you want to close
2. Click the Close Ticket button
3. The ticket will be marked as closed in our system

Note: Closed tickets remain viewable but cannot receive new replies.

Notifications

The bot will send you DM notifications when:

• Staff replies to your ticket
• Your ticket status changes

Ensure your Discord privacy settings allow DMs from server members to receive these notifications.

Tips for Faster Support

• Select the correct department to ensure your ticket reaches the right team
• Include relevant details in your initial message (server names, order numbers, error messages)
• Reserve High priority for urgent issues affecting live services
• Link your account for the best experience and access to all features

Troubleshooting

Can't see your tickets? Viewing tickets requires your Discord account to be linked to your billing account. Use /support or /settings to link.

Not receiving DM notifications? Check your Discord privacy settings to ensure DMs from server members are enabled.

Ticket creation failed? Ensure all required fields are completed and that our billing system is online (check with /status).