Get help from a person

When a guide doesn't cover it, ask us. You reach the people who run the hardware, not a script.

Is it just you?#

If everything stopped at once, look at the status page first: darkless.cloud/status. If there is a problem on our side, it is there, and you don't need to tell us about it. If the status page is clear, tell us.

Open a ticket#

A ticket is the way for anything about your account, your bills or a particular server. It is tied to your organisation, so we can see the server you mean and your team can follow along.

Open one from Tickets in the portal, or go straight to portal.darkless.cloud/tickets/new. The full steps are in Open a support ticket.

Ask on Discord#

For a quick question, or to ask before you buy, join our Discord: discord.gg/nZqbNE7JNb.

Discord is public, so keep anything about your account or bills to a ticket, where only your organisation and our staff can see it.

What to include#

The more of this a first message has, the fewer messages it takes:

• Which server, chosen in the ticket form, or its name and address.
• What you were trying to do, and what you expected to happen.
• What happened instead. Paste any error as text, exactly as it appeared. A screenshot of a console is harder to search than the text from it.
• When it started, and whether anything changed around then: an update, a new plugin, a firewall rule.
• What you have tried already, so we don't ask you to do it again.

For a network problem, add an mtr report from where you are, and say where that is: see Network and location. For lag on a Minecraft server, add a Spark link: see Make Minecraft run smoother. For an invoice, quote its number.