What to include in a ticket for each kind of problem

A good ticket is solved in one reply. Use the list for your category when you open a ticket.

Always include

• The server. Choose it in the form, so we do not have to ask. Your Server ID is shown in the rename window if we need it. See How to rename your server and change player slots.
• What changed just before it went wrong. A setting, a mod, a version, a restart.
• What you already tried. So we do not repeat it.
• Time and date the problem started, with your time zone.

Server will not start

• The last 50 to 100 lines of the console, or tick Attach the server log.
• What you changed first: a setting, a mod, a version or a file you edited.
• Whether a backup from before exists.

See How to fix a server that will not start.

Connection and players

• The address players use, copied from the panel.
• The exact message players see when they fail to join, ideally as a screenshot.
• Whether it affects everyone or only some players, and their game version.
• Whether the server shows Online at the time.

Performance and lag

• When it happens: always, at certain times, or with many players.
• How many players were online.
• A screenshot of the Usage graphs for CPU and RAM during the problem.
• Any mods or plugins you added recently.

See How to read your server's usage graphs.

Mods, plugins and modpacks

• The name and version of each mod or plugin, and a link to it.
• The game and server version.
• The console lines from startup that mention it, including Errors and Warnings.

Worlds and backups

• What is missing, and when you last saw it.
• The names of your backups from the Backups page.
• Whether anyone else has access to the server, so we can check the Activity page. See How to see what happened on your server.

Do not restore or delete anything if you are not sure. A restore replaces the current files.

Billing and payments

• The invoice number.
• What you expected and what happened.
• The date of the payment, and the payment method used (card, Apple Pay, Google Pay).
• For a refund, say so and give the order date. See How refunds work.

Account and login

• The email address of the account.
• What you see when you try to sign in, as a screenshot.
• Whether two-factor is turned on, and whether you still have your device or recovery codes.

Moving a server to us

• The game, the old host and your new server.
• The version, and the mods or plugins you use.
• Whether to keep a particular world name or permissions.

See How to move your existing server to PlayNHost.

Never send

Passwords, full card numbers or recovery codes. We will never ask for them.