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GuidesGuidesSupport helps fast when you hand over the right three things — shared logs, your server ID, and what you already tried. Here's how to gather them, and an honest picture of what support can and can't do.
Support can solve a problem in one reply or ten, and the difference is usually what you send in the first message. This guide is how to ask well — the three things to gather, and an honest line on what support can fix versus what's yours to fix.
| At a glance | |
|---|---|
| Before you ask | Read the console and try the matching guide — half of "bugs" are answered there |
| When you ask | Send shared logs, your server ID, and what you already tried |
Most problems announce themselves in the Console — and the first error, read from the top, is usually the real one. The panel even helps: its smart diagnostics detect missing packages, missing startup files, port conflicts, and version mismatches, often with a one-click fix button. So before you open a ticket:
1. Shared logs — not a screenshot. The Console page and the Logs page both have a Share button. It packages your logs, redacts secrets automatically, and gives you a link. Send the link. It's more complete than a cropped screenshot and it's already scrubbed, so you're not leaking a token by accident.
2. Your server ID. Support manages a lot of servers — name the exact one. Your server's ID is in its URL in the panel; copy it so there's no ambiguity about which server you mean.
3. What you already tried. This saves an entire round-trip:
| Instead of | Send |
|---|---|
| "my server is broken" | "It won't start. Console says Cannot find module 'express'. I added express on the Packages page and restarted — still failing. Logs: [link]. Server ID: 12345." |
The second version tells support the symptom, the exact error, the fix you already ruled out, and where to look. That's often answerable in one reply.
💡 Tip: The Share link from the console is the single most useful thing you can attach. Grab it first, before you write anything else.
Support owns the platform side of the line:
Being honest about this saves everyone time. Support generally won't:
🎯 Good to know: "Support can't fix my code" isn't a brush-off — it's the same reason a landlord fixes the plumbing but not your furniture. The guides are the manual for the furniture.
Sometimes the fastest fix is a second person, not a ticket. The Subusers page invites someone by email or username and grants scoped permissions — console-only, files, or a specific area — so a friend can help without full control of your server. You decide exactly what they can touch, and you can remove them anytime. See Give teammates access with sub-users.