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Support

A human, with a published response time.

Four ticket categories, four response targets, and a knowledge base that resolves most issues before a ticket is ever opened.

Response times

VPS & Technical

First response in 1–12 hours

Server performance, connectivity, setup and configuration.

Billing & General

First response in 1–6 hours

Payment and invoice issues, orders, coupons, account questions.

Staff Applications

First response in 1–24 hours

Staff and consultant roles, team applications.

Abuse & Permissions

First response in 1–24 hours

Report abuse, appeal a suspension, request script permissions.

These are first-response times

A ticket is answered when a person has read it and started on it — not when a template was sent. Resolution depends on the problem.

Open Discord

Monitoring commands

On a VPS these are the four you will reach for most.

  • htopLive process list — what is eating your CPU
  • nethogsPer-process network usage
  • df -hDisk space on every mount
  • free -hMemory and swap

Common issues

Server is offline

Players cannot connect and the panel shows the server stopped.

  1. Press Start on the server. Auto-restarts can be off if a crash loop is in progress.
  2. Confirm the allocation still points where you expect: Settings → Allocations.
  3. If the whole node is down, the server list will say so rather than showing individual servers.
  4. Read the install or boot log at the top of the console view.

High CPU or RAM

Tick rate drops, players report lag, or the panel warns about limits.

  1. On a VPS run htop sorted by %CPU. On a game server the console shows current MSPT.
  2. Reduce render distance and simulation distance — usually the single biggest win.
  3. Hunt for a runaway: a stuck world, an automated farm, chunk generation.
  4. If you sit at the limit consistently, add a resource increment rather than waiting for a crash.

Cannot connect

Correct IP and port, but the connection times out.

  1. Verify the port in your allocation matches server.properties (25565 for Java by default).
  2. On a VPS check the firewall: ufw status, and confirm nothing else holds that port.
  3. Test from outside with nc -vz your_ip your_port.
  4. On a VPS run ping google.com to confirm outbound networking works at all.

Minecraft will not install or boot

Install fails, or the server exits immediately after starting.

  1. Confirm the egg or image supports your plan. Mega Builder is tested for RLCraft, Pixelmon and Create.
  2. Read the install log for an out-of-memory error — the default image may assume less RAM than you have.
  3. Heavy modpacks need more disk AND more RAM than a vanilla server.
  4. Reinstall once to reset the environment, then re-upload your files.

Backups and restore

You want a copy, or you need one back.

  1. Automatic backups run on the plans that include them. Take a manual one from the server Backups view.
  2. Download links are time-limited.
  3. Stop the server before restoring, or the write races the game process.
  4. Off-server copies: tar -czf backup.tar.gz /data, then scp it to your own machine.

Deploying your own stack

First-time VPS setup, over SSH.

ssh root@your_server_ip

apt update && apt upgrade -y        # patch the OS first
ufw allow 22/tcp                    # keep SSH reachable
ufw enable                          # then lock the rest down
ufw allow <your game ports>
apt install fail2ban                # blunt brute-force protection

Minecraft (Java)

  1. Install Java 21 for 1.20.5 and above.
  2. Drop the server jar into the root directory.
  3. Start with java -Xms1G -Xmx<limit> -jar server.jar nogui.
  4. Accept the EULA in eula.txt, then start.

FiveM

  1. Install the FXServer build for your artifact version.
  2. Upload your resources and server.cfg.
  3. Add your licence key from the Cfx.re dashboard.
  4. Launch with +exec server.cfg +sv_licenseKey <key>.

Discord bot

  1. Install Node.js 20 or later.
  2. Upload your bot files.
  3. Install with npm ci --omit=dev for a clean production tree.
  4. Run under PM2 so it restarts on crash and survives a reboot.

When something goes wrong

Suspected compromise

Act now
  1. Stop the server immediately.
  2. Open a ticket — do not keep working on a compromised box.
  3. Restore the most recent known-good backup.
  4. Rotate every credential that lived on that server.

Data loss

  1. Stop the server so nothing overwrites what is left.
  2. Check automatic backups in the panel first.
  3. Open a ticket with the date range you need.
  4. Do not attempt a restore yourself without asking us.
Knowledge baseOpen DiscordRead the SLA

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