Tickets: how to reach us
A ticket goes straight to us, the people who run your servers. How to write one, attach logs and screenshots, add something and close it again. Plus the IT support page.
Your tickets are under Tickets. Open shows what is still going on, with tickets waiting for your answer first; Closed and All show the rest. We usually answer within 24 hours.
Write a ticket
What is it about?
Choose Servers & technical, Billing & contract or Something else. The topic decides who reads the ticket.
Your message
Describe what happens, since when, and what you have already tried. Format with the toolbar or as Markdown.
Two more details
A Subject (up to 140 characters) and, where it fits, the Server concerned. Then Send ticket.
The quickest way is from the server's page: Help with this server opens the form with the topic and the server already chosen. The summary beside the form shows what is about to be sent while you write.
If a help article matches what you write, This might already help: appears under the message with up to four articles. They open in a new tab and your text stays in the form. The search runs only in your browser; nothing you write is sent or stored for it.
Attachments
- Up to 5 files per message, each up to 8 MB. Drag them into the box, paste them or choose Attach file.
- Allowed are images (PNG, JPG, WebP, GIF), PDF, ZIP, CSV, JSON and text files, including
.log,.yml,.conf,.cfg,.properties,.ini,.tomland.md. - A screenshot or a log usually saves a question back. You can also share a log from the console as a link: Share a log.
Reply and add to it
When we answer, you get an email and a notification in the customer area. In the ticket you write under Your reply and send with Send or Ctrl + Enter. If something occurs to you before we have answered, use Add something: we read all messages together. Up to five messages in a row are possible, then again after our answer.
Close and reopen
When your request is resolved, press Close ticket and confirm with Yes, close. That works at any time, even while the ticket is with us. A new reply in a closed ticket opens it again.
IT support
If we look after your IT, the menu also has IT support. There you see your contract with its response time, this month's hours, your contact, under Devices and systems what we look after, and under Work done every job we have done. Make a request opens a ticket under that contract; the form then has the topic IT support.
Good to know
- Every ticket has a number. If you write to us another way, for example to hello@goodflare.io, quote the ticket number or your customer number.
- At most five new tickets in ten minutes; after that we ask you to wait a few minutes.
- Who is handling your ticket is shown in its history.
Related articles
- Notifications by email, push, Discord and WhatsAppChoose what you hear about and how: a crash, a failed backup, a renewal. For the whole account and for each game server on its own.
- Prepare your account: the list on the overviewFour things that round off your account: billing address, payment method, passkey or two-factor, and notifications. The overview shows what is still missing.
- Delete your accountYou can delete your account yourself at any time. What is deleted at once, what we must keep for legal reasons, and what has to be finished first.
Need help?
If this guide does not answer your question, write to us. Usually within 24 hours.