The ticket system is the main way to get one-to-one help from staff: account problems, purchase issues, bugs, missing items and player reports. You open and follow tickets on the website. In the Java pause menu, the Server Links screen includes a bug-report link that opens the ticket page.
Opening a ticket#
- Sign in to the website (Signing In to the Website) and open the Tickets page. It is titled "Support tickets: Get help or report a player."
- Click New ticket and choose the category that matches your problem. Each category has a short description and its own form.
- Fill in the subject (3 to 150 characters, a short summary) and the fields the category asks for. Field types include short text, long text, a list of player names, coordinates written as "x, y, z" and drop-down choices. Required fields are marked.
- Add evidence if the category asks for it or if you have it:
- Attachments: up to 10 files, each up to 25 MB. Allowed types are PNG, JPEG, WebP, GIF, MP4, WebM, plain text and PDF.
- Evidence links:
httpslinks from approved sites.
- Submit. You see "Ticket created" and the ticket opens.
When a category asks you to name players, you can add up to 10 names per field, each a valid player name of up to 16 characters.
Limits#
- You can create up to 5 tickets per day.
- Each category limits how many tickets you can have open at once. If you hit it you are told to wait for one to be resolved or to close one.
- You can send up to 30 replies per hour and upload up to 20 files per hour.
- A category can be temporarily disabled. You then cannot open tickets in it.
- Staff can restrict a player from opening tickets. The Tickets page shows the restriction and when it expires, and the New ticket button is disabled.
Following your ticket#
The Tickets page lists your open tickets first and your closed ones below. Each shows its status, the number of messages and attachments and when it was last updated. The page refreshes about every 30 seconds.
| Status | Meaning |
|---|---|
| Open | Submitted and waiting for staff. |
| In review | Staff are working on it. |
| Waiting for you | Staff asked a question. Reply to keep it open: the ticket shows a countdown and closes automatically if you do not respond in time. |
| Closed | Finished. Closed tickets are read-only. |
Open the ticket to read the conversation. Staff replies appear as "Netherite Staff". To add information, type in the reply box (1 to 4,000 characters) and attach files if needed.
Closing, reopening and rating#
- Close your ticket yourself once the issue is solved. You can request a reopen later.
- Request reopen on a closed ticket by explaining why it should be reopened (at least 10 characters). Staff review the request, and the ticket shows "Reopen request pending" until they decide.
- After a ticket closes you can rate the support from one to five stars with an optional comment of up to 500 characters.
Bug reports#
For bug categories the ticket page has a Follow updates link once staff link your report to a tracked issue, so you can see when it is confirmed, in progress or fixed.
Tips#
- One problem per ticket. Open a new ticket for a separate problem.
- Include the gamemode, what you did and what you expected. Add coordinates when location matters.
- Do not post passwords or login codes in a ticket.
- To contest a ban or mute, use an appeal, not a ticket (Punishment Appeals).
- To report a player, see Reporting Players.