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GuidesGuidesOpen a ticket, attach logs, add people, reply, close and reopen — plus who answers: Felix replies first on every ticket, and a person steps in on paid plans or for faults on Falix's side.
The Support Center is where you talk to Falix about your account, your billing, or a problem the panel can't solve on its own. This guide is the mechanics: how to open a ticket, what happens after you press send, how to work the ticket while it's open, and exactly who answers. If you're wondering whether to open one, or what to put in it, read Getting help the right way first — this guide picks up where that one stops.
| At a glance | |
|---|---|
| Where | Support in your account menu, then Create new ticket |
| Plan | Tickets come with Premium — see Who can open a ticket below |
| Time | Five minutes to open; Felix replies in about a minute |
| Before you start | Grab a Share link from the Console or Logs page — see the three things to send |
Support tickets are part of paid plans. If your account is on the free plan and has never bought anything, the Support page shows the Premium pitch instead of the ticket list — "Support tickets are Premium" — with a button to upgrade a server. Once your account has any billing history (a subscription, or a checkout, upgrade or gift-card purchase you started, even one you didn't finish), the Support Center opens.
On the free plan you're not without help: the AI assistant answers on every plan and can read and fix your server, the guides cover most "won't start" cases, and reporting someone else's server never needs a ticket.
| Category | Pick it for |
|---|---|
| Technical support | Server issues, connection problems, performance — anything about a server |
| Billing & plans | Payments, upgrades, refunds, invoices |
| Account issues | Login problems, 2FA, password reset |
| Feature request | Suggest a feature or an improvement |
| Report abuse | Opens the public abuse report form in a new tab — it never becomes a ticket |
| Other | Anything that doesn't fit above |
As you type, the form suggests help articles under Helpful articles — worth a glance, because the answer is often one click away.
For a Technical support ticket with a server linked, the review step runs a quick check before you send: it looks at the Falix status page, then reads the server's console, crash report and mods. Three things can happen:
| Felix finds | What you see |
|---|---|
| A known incident on Falix's side | "It's not you. This is a known problem on our side" with a status-page link; the button becomes Send and notify me |
| A likely cause it can fix | "Felix found the likely cause" with Fix it now — it applies the fix, restarts the server and watches it come back. If it's online, there's nothing to send |
| Nothing to fix | "Felix replies as soon as you send this" — press Submit ticket |
You can always press Send ticket anyway. Other categories, and tickets with no server, skip the check.
💡 Tip: You leave the form with a half-written ticket? It asks first — but it doesn't save a draft. Write anything long in a text editor and paste it in.
Felix answers first, on every ticket. Felix is Falix's AI, and its replies carry an AI badge so you always know who wrote what. Under each reply it lists what it checked ("Checked the console and the startup settings on your server"). It can read the ticket and your attachments, your server's console, files, settings, players, backups and network setup, and your invoices and payments. When it wants to change something — switch off a broken mod and restart, install a plugin, restore a backup, cancel a server, issue a refund you're eligible for — it posts an action card with Approve and Not now. Nothing runs until you approve, only the ticket owner can approve, and an offer you leave alone expires.
When a person takes over depends on your plan:
| Your account | A person steps in… |
|---|---|
| Premium | Whenever you ask — press Talk to a human under Felix's latest reply — or when Felix hands the ticket off itself (a fault on Falix's side, a billing error, a decision only staff can make). Felix also hands off if a ticket runs very long. |
| Free, with billing history | Only for problems on Falix's side (an outage, a reproduced panel bug, a wrong charge) or abuse and legal matters. There is no Talk to a human button; Felix keeps working on everything else. |
| AI assistant switched off | A person from the start — if your account reaches staff by the rule above. The switch is on Profile → Settings → AI Assistant. |
A hand-off is visible in the thread: "Felix passed this ticket to the Falix team. A team member will reply here." From then on Felix stays quiet on that ticket.
🎯 Good to know: On a premium ticket, asking for a person gets you one. On a free-plan ticket, the way to get more from support is evidence — a Share link, the exact error, what you already tried — because that's what lets Felix fix things, or prove a fault is on Falix's side.
The ticket list shows four counters (Total, Open, Awaiting reply, Resolved), a search box, and status filters:
| Status | Meaning | What to do |
|---|---|---|
| Open | Waiting for Felix or staff | Nothing — it's in the queue |
| Awaiting your reply | Felix or staff answered | Reply. If nothing comes back for 3 days, the ticket closes itself |
| In progress | Staff are working on it | Wait, or add information |
| Closed | Resolved, closed by you, or auto-closed | Reopen it if the problem comes back |
Every reply from Felix or staff creates a panel notification, and an email goes out within about ten minutes — unless you were active in the panel in the last 30 minutes, in which case the email is skipped because you've seen the bell. So "no email" while you were online is normal.
| Limit | Value |
|---|---|
| Open tickets at once | 5 |
| New tickets | 3 per hour |
| Messages on one ticket | 20 per hour |
| Servers per ticket | 5 |
| Attachment size | 10 MB per file |
⚠️ Heads up: One problem, one ticket. A second ticket about the same thing doesn't get you a faster answer — it splits the conversation, and it counts against the five you can have open.