Support tickets are how you report a player, a bug or a store problem to the Netherite staff team from the website. Each ticket is a private conversation with staff, with a form that asks for the information they need, space for screenshots and videos, and a status that tells you whose turn it is. The in-game and Discord side of support is explained in Support Tickets and Support and Help.
Open Support > Tickets in the top bar. The ticket pages have three tabs: My Tickets, New Ticket and Known Issues (Known Issues). You must be signed in (Signing In to the Website): a signed-out visitor sees a Sign in required panel on My Tickets and "Log in for support" on New Ticket.
Your tickets page#
The page, titled Support tickets ("Get help or report a player."), shows two lists:
- Active tickets: tickets waiting on you or being reviewed by staff.
- Closed tickets: read-only. You can request a reopen or rate the support you received. Load more shows older ones.
Each row shows the ticket number, subject, category, a status badge, the number of messages and attachments, when it was last updated and, when staff are waiting for you, "Auto-closes in ..." with the time left. Closed tickets you have not rated carry a Rate your experience badge. Click a ticket to open it. If you are restricted from creating tickets, the New ticket button is disabled and the page says "You are currently restricted from creating tickets." with the reason and expiry (or "This restriction does not expire.").
Create a ticket#
- Click New ticket. Read the notice at the top; by default it asks you to include as much detail as possible, because tickets may be closed for insufficient information.
- Pick a category. A category marked Evidence required needs at least one attachment or link.
- Read the category's own notice, if it has one.
- Fill in Subject (3 to 150 characters) and the category's fields. Fields marked
*are required; optional ones say "(optional)". - Add evidence (below).
- Click Submit ticket. The site says "Ticket created" and opens the ticket.
Categories and forms#
The categories come from the support team and can change; the form you see is the authority. The standard set is:
| Category | For | Main fields |
|---|---|---|
| Lifesteal, Skyblock, Survival | Reporting players or issues on that server | Description, Reported Players, Coordinates (required on Lifesteal and Survival, optional on Skyblock). Evidence is required |
| Purchase Issues | Store problems, missing packages, payments | Minecraft Username, Description, Transaction ID ("N/A if unavailable"). Evidence optional |
| Bug Reports | Bugs, glitches and exploits | Affected Server (Global, Lifesteal, Skyblock, Survival, Website or Discord), Description, Steps to Reproduce, Expected Result, Actual Result. Evidence strongly encouraged |
| Staff & IRL Trading Reports | Reporting a staff member or real-money trading; handled confidentially | Reported Player, Report Type (Staff Report or IRL Trading Report), Description. Evidence is required |
A Reported Players field takes up to 10 player names, each checked against the player database as you add it. A name that is not found is marked unverified but is still submitted, so double-check the spelling.
Evidence#
| Rule | Value |
|---|---|
| Files | Up to 10 per ticket (counting files added later in replies), 25 MB each |
| File types | Images (PNG, JPEG, WebP, GIF), videos (MP4, WebM), PDF and plain text |
| Links | Up to 5 per message, secure (HTTPS) links only, up to 300 characters, no embedded credentials |
| Allowed link sites | By default YouTube, Imgur, Streamable, Medal, Gyazo and Discord's media servers; the form lists the current sites |
| Uploads | 20 per hour |
A file over the size limit is refused before upload with "... is larger than 25.0 MB." Other upload errors include "This file type is not allowed.", "You are uploading too quickly. Try again later.", "Upload limit reached. Try again later." and "Upload failed. Try again."
Limits#
| Limit | Value |
|---|---|
| Open tickets per category | 1 at a time by default; the creation form says "You've reached the maximum number of open tickets for this category. Wait for one to be resolved or close it first." |
| New tickets | 5 in any 24 hours, and the site also allows at most 5 attempts per hour |
| Replies | 30 per hour across your tickets, and at most 20 per minute |
| Reply length | 1 to 4,000 characters |
If you go too fast the site says "You are creating tickets too quickly", "You have created too many tickets recently" or "You are replying too quickly", and tells you how long to wait.
Inside a ticket#
A ticket page has Details (the form answers), Evidence and the Conversation. Staff replies show under a generic staff name (by default Netherite Staff), not the individual's name. Transcript downloads the whole conversation as a text file.
Statuses#
| Status | Meaning |
|---|---|
| Open | Submitted and waiting for staff |
| In review | Staff are working on it |
| Waiting for you | Staff asked for more information. The ticket shows Staff need more information from you with their question and an "Auto-closes in ..." countdown; reply to keep it open |
| Closed | Finished. A close reason is shown, such as Resolved, Insufficient information, Duplicate, Invalid, Cannot reproduce or Not a bug |
When a ticket is waiting on you the default time limit is 48 hours; staff can set a different limit, never shorter than 12 hours. By default you also get a reminder about halfway through. Replying moves the ticket back to In review. If you do not answer in time, it closes as Insufficient information with the message "This ticket was closed automatically because the requested information was not provided in time."
Bug reports can also show a bug status badge once staff triage them: Confirmed, In progress or Fixed. When a bug is tracked publicly, the ticket shows "This issue is being tracked publicly" with a Follow updates link to the public tracker (Known Issues). You follow that issue automatically, so its updates reach your notifications.
Replying and closing#
- Write in Write a reply... and click Send reply. Add attachments lets you add files and evidence links to the reply. "Reply sent" confirms.
- Close my ticket closes it yourself when the problem is solved ("Close this ticket?", then Close ticket). It is closed as Resolved, and you can request a reopen later.
- On a closed ticket Request reopen asks staff to reopen it. Explain why in 10 to 1,000 characters and click Submit request. Only one request can be pending at a time, and while it is the ticket says "Reopen request pending since ...". After 3 denied requests the ticket cannot be reopened again ("This ticket has reached its reopen request limit. Open a new ticket instead.").
- On a closed ticket, How was the support you received? lets you give 1 to 5 stars with an optional comment of up to 500 characters. Submit rating records it ("Thanks for your feedback!"). Each ticket can be rated once.
You are notified when staff reply, ask for information, close or reopen your ticket, review a reopen request or change a bug status. These arrive as Account notifications in the notification bell, in game chat while you are online and, if your Discord is linked, as a Discord direct message (Website Notifications).
Tips#
- Put the player names, the time, the server and the coordinates in the first message; staff can act faster.
- One ticket per problem. A second ticket in the same category is refused while the first is open.
- Appeals for bans and mutes do not go through tickets; use Punishment Appeals on the Website.
See also#
- Support Tickets for the general support process.
- Server Rules for what can be reported.