The quickest way is your server's Get Support page, which attaches the server's details to the ticket for you. You can also open a ticket from Support in the panel's main menu. Tell us what happened, when, what changed right before, and paste a log link. You get an email when we reply, and you can read and answer the thread in the panel.
Open a ticket about a server
- Open the server and choose Get Support, near the top of the side menu.
- Write a short Subject.
- Pick a Category: General, Billing, Technical or Abuse. Technical is selected to begin with.
- Describe the problem in Message.
- Press Open support ticket.
The server's name, ID, plan, status, loader and Minecraft version, and modpack are added to the ticket automatically, and the page shows you exactly what is attached. This form works for servers you own. If you are a subuser on someone else's server, open the ticket from the Support page and name the server.
Open a general ticket
- Sign in and choose Support in the panel's main menu.
- Press New ticket.
- Fill in Subject, pick a Department, and write your Message.
- Press Open ticket. The panel confirms: "We got it. We'll follow up by email."
The Department list also has My IP is blocked, which switches to a short form for connection blocks. See Blocked by MineXHost protection?
You don't set a priority. Our team sets it when we read the ticket.
What to include
- Which server, if you didn't use Get Support.
- When it happened, with your timezone.
- What changed right before: a modpack install, a version change, a mod or plugin you added, a plan change, a config edit.
- The exact error, copied as text, or what players see when they try to join.
- What you already tried.
- A log link. In the console, press Share: it uploads the current console output to mclo.gs and copies the link, with player IP addresses masked first. Paste the link into your message.
Tickets can't carry file attachments. Paste text or a link instead. A message can be up to 8,000 characters, so for long logs use a Share link. The console's download button saves the output to your computer if you want to look through it first.
How replies arrive
- You get an email confirming we received the ticket, with its number.
- When we reply, you get an email and a notification in the panel.
- Read and answer the thread from Support, under Your tickets. Each ticket shows a status: Open, Answered, Customer reply or Closed.
- When the problem is solved, press Close ticket. If it comes back, reply to the closed ticket: Reopen with reply opens it again.
Tickets are answered by people during our support hours, and you can open one at any time. See Support hours and how to reach us.
For quick questions and announcements, there is also our community Discord, linked from the Support page. Use a ticket for anything about your account, billing or a specific server, so it is tracked.