Real people answer every ticket. Live support hours are 5PM to 12AM ET on weekdays, with limited availability on weekends, and we typically reply within 12 hours. The best way to reach us is a ticket from the Support page in your account.
Support hours
| Day | Hours |
|---|---|
| Monday to Friday | 5PM to 12AM ET |
| Saturday and Sunday | Limited |
All times are Eastern Time. Outside these hours you can still open a ticket, and we answer it when we are back. Automated monitoring and crash recovery keep running around the clock, but tickets, Discord and email are answered by a person during the hours above.
Open a ticket
- Sign in and choose Support in the menu, then press New ticket. (On the public Support page, use Login to Open Ticket.)
- Fill in Subject, choose a Department (General, Billing, Technical, Abuse or My IP is blocked) and write your Message.
- Press Open ticket. You'll see "We got it. We'll follow up by email."
For a problem with one server, open the ticket from that server instead: on the server's page, choose Support then Get Support, fill in the form, and press Open support ticket. The server's details are attached automatically, so we can look at it straight away.
For what to put in a ticket so it gets solved quickly, see Open a support ticket.
Sharing logs
Tickets don't accept file attachments. Paste the relevant text into your message, or share a log link:
- In your server's console, use the button that shares the log to mclo.gs. It copies a link you can paste into the ticket, and player IP addresses are masked before upload.
- The console toolbar can also copy all output, or download the log file to your computer.
After you open a ticket
- We email you to confirm we got your request, with its ticket number.
- Each reply from our team is emailed to you.
- If a ticket is closed and you need more help, reply to it with Reopen with reply.
- You can't set a ticket's priority. Pick the department that fits and describe the problem clearly.
Other ways to reach us
- Email: [email protected]. For billing and refund requests, send it from the email address on your account.
- Discord: our Discord server, for quick questions, announcements and talking with other server owners. It is answered during support hours. Use a ticket for anything about your account or billing.
- Live chat: we don't have live chat.
Is it down for everyone?
MineXHost is in Early Access, so maintenance and occasional outages are expected. If you think a problem affects more than your server, check status.minexhost.com first. See Service status and maintenance.