Contact support and open a ticket
Reach us by ticket, live chat or email, fill in the ticket form step by step, and follow the reply from your Support page.
You can reach us three ways: a ticket from your dashboard, live chat, or email. A ticket is the best choice for anything tied to your account, because the person replying can see your servers, invoices and history. There is no phone support.
Choose how to reach us
The Support page in your dashboard sets out the options under Talk to us and Answer it yourself:
- Email ticket: best for anything on your account. The thread stays in your dashboard and we reply by email.
- Live chat: a person, right now, while we're around. Outside our support hours a ticket still lands with us and is answered first thing. The Contact page shows the current hours.
- Help Centre: guides for versions, mods, backups and RAM sizing. Many problems have a guide, so a search here can be faster than waiting for a reply.
- Our Discord: community help and announcements. Nobody there can see your account, so never post a password or payment detail.
You can also email support@playyourway.com.au. If the question is about a running server, put the server's name in the message so we can skip a round trip.
Open a ticket
- Log in and open Support in the dashboard menu.
- Under Talk to us, select New ticket on the Email ticket row.
- Type a short Subject that sums up the problem.
- Pick a Category: General Enquiry, Billing, Technical Issue, Account / Email, Server Issue, Feature Request or Other.
- If the ticket is about one of your servers, choose it under Related server. The list only shows servers on your account, and the field is optional.
- Describe what is happening in the Message box, including anything you have already tried.
- Select Submit ticket.
Beside the button a short note says what to expect. It reads "We usually reply the same day." until we have enough recent tickets to show a typical first reply time instead, and it adds whether support is online right now when support hours are switched on.
A good message names the server, says what you expected and what happened instead, and copies any error text exactly. Don't put passwords in a ticket.
Follow the ticket
Your ticket appears under Your tickets on the Support page, with a status badge:
We email you when someone answers, and an open ticket page shows new replies without a reload. To add something, type in the Your reply box and select Send reply. Select Close ticket once it's sorted.
Replying to a closed ticket reopens it (the button reads Reply and reopen). A ticket that has been closed for long enough is archived and can't be replied to. Open a new one and mention the old subject.
If you send a lot of messages in a few minutes, the form asks you to wait a few minutes before sending more.
Use live chat
Select Live chat on the Support page or the Contact page to open the chat window. You don't need an account to start a chat. When a chat finishes, it moves to Chat history on the Support page, where you can open the transcript and export it.
If the ticket button says to finish your order
An account created during checkout can't open tickets or live chat until its first payment goes through. Until then the Support page shows Finish your order to open a ticket with a Back to checkout button. Your cart is saved, and the Help Centre needs no account. If your payment went through and the server hasn't appeared, see Fix a server missing after checkout.
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Related guides
Update your account name, email and avatar
Change your display name and avatar yourself from Account, and ask for an email change through a pre-filled ticket.
Link Discord to your account
Link your Discord account for a role in our server and a pre-filled email at login, and unlink it again whenever you like.
Turn on two-factor authentication
Add an authenticator app to your account from Account, sign in with the 6-digit code, and turn 2FA off again if you need to.