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Support & Help 💬

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🔗 Get Help on Discord

• #help - General questions about the server
• #reports - Report bugs and server issues
• #appeals - Appeal bans or moderation decisions
• #suggestions - Share your feedback and ideas

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Common Issues

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Can’t Connect to the Server

1. Server IP: play.zcraftmc.xyz
2. You’re using a cracked launcher (MultiMC, PrismLauncher, etc.)
3. Java 17+ is installed
4. No firewall/VPN blocking the connection

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Lost Items or Account Issues

1. Go to #help channel
2. Explain what happened
3. Include your username
4. Staff will investigate and help

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Bug Reports

1. Go to #reports channel
2. Describe the issue
3. Include steps to reproduce
4. Attach screenshot/video if possible

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Ban Appeals

1. Go to #appeals channel
2. State your username
3. Explain your side
4. Staff will review and respond

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Response Times

• #help - Quick answers from community (immediate)
• #appeals - Staff review (24-48 hours)
• #reports - Triaged by staff (varies by severity)
• #suggestions - Community voting (ongoing)

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Getting the Best Help

• Be respectful and clear
• Include your username
• Provide details/screenshots
• Be patient with responses
• Follow community rules

• Spam or repeat questions
• Use offensive language
• DM staff directly (use channels)
• Argue about decisions
• Post the same issue multiple times

• Report a player
• Appeal moderation action
• Request investigation
• Dispute transaction
• Claim lost items

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Feedback & Suggestions

• Feature requests
• Server improvements
• Bug reports
• Balance suggestions
• Content ideas

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Other

• General questions
• Billing inquiries
• Accessibility needs
• Custom requests
• Media inquiries

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What to Include in Your Ticket

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Basic Information

• Your Minecraft username
• Your Discord username
• Server you’re playing on
• Date and time of issue

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Issue Details

• Clear description of problem
• What were you doing when it happened
• Error messages (exact text)
• Steps to reproduce (if applicable)

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Evidence

• Screenshots or video
• Chat logs (if relevant)
• Names of other players involved
• Timestamps of incidents

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What You Need

• What resolution are you seeking
• What’s preventing you from playing
• Any special circumstances

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Example Tickets

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Example 1: Account Issue

Username: PlayerName123
Issue: Can't log into Minecraft launcher

I'm trying to log into my account but getting error:
"Invalid credentials or account locked"

I've tried:
- Resetting password
- Clearing launcher cache
- Restarting my PC

I can log into my Microsoft account on the website fine.
The error started today around 2 PM UTC.

I need to play tonight for an event. Can you help?

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Example 2: Ban Appeal

Username: GamerGuy88
Issue: Ban Appeal for 1-week temporary ban

I was banned yesterday for "toxic behavior" in chat.
I said something I shouldn't have in the heat of the moment,
and I genuinely apologize for that.

I understand why it was inappropriate and I won't do it again.
The server means a lot to me and I want a second chance.

Can you consider reducing my ban?

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Example 3: Bug Report

Username: BuilderBob42
Issue: Items disappearing from vault

Yesterday I stored 10 stacks of emeralds in my vault (ID: 23849).
When I checked today, they were gone.

No one else has access to my vault.
I haven't traded or sold them.
They just vanished.

Estimated value: 50,000 credits
Can you investigate or restore my items?

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Response Times

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High Priority (24 hours)

• Account compromised
• Banned player
• Lost items/currency
• Critical bugs
• Emergency issues

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Standard (48 hours)

• Technical issues
• Account problems
• Reports
• Appeals
• Suggestions

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Low Priority (3-7 days)

• General questions
• Feedback
• Feature requests
• Non-urgent issues

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Ticket Tracking

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Check Ticket Status

• Mod Mail bot shows status automatically
• Reactions indicate priority
• Staff messages appear in thread

• Log in to your account
• Go to My Tickets
• See all open and closed tickets
• View ticket history

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Ticket Statuses

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Getting Fast Resolutions

• Be specific and detailed
• Include all relevant info
• Provide evidence when possible
• Be polite and respectful
• Follow up if needed

• Create multiple tickets for same issue
• Be rude or demanding
• Spam staff in DMs
• Provide false information
• Make demands about timing

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Common Issues & Solutions

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Can’t Connect

• Verify server address
• Check internet connection
• Restart launcher
• Clear launcher cache
• Disable VPN temporarily

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Can’t Find Items

• Look in inventory
• Check ender chest
• Visit /home to see if at base
• Search vault carefully
• Ask in chat if dropped

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Trade Dispute

1. Report via ModMail immediately
2. Provide both player names
3. Describe items/currency involved
4. Staff checks trade logs
5. Reversal if scam confirmed

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Ban Questions

• Read rule you broke
• Understand why it’s prohibited
• Decide if you want to appeal
• Wait 24 hours minimum

• Be honest
• Show understanding
• Explain commitment to follow rules
• Accept decision gracefully

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Support Best Practices

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Communication Tips

1. Be Clear: Explain issue in simple terms
2. Be Complete: Give all needed information
3. Be Patient: Staff are volunteers
4. Be Respectful: Tone matters
5. Be Honest: Staff can tell if you’re misleading them

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Follow-Up

• Staff will ask if they need more info
• You’ll get a response to every ticket
• You can reply to continue conversation
• Tickets stay open until resolved

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Escalation

• Politely ask to escalate
• Provide additional context
• Ask for supervisor review
• Wait for second opinion

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Privacy & Confidentiality

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Your Information

• ModMail conversations are private
• Not shared publicly
• Used only for resolution
• You can request deletion

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What Staff Can Access

• Chat logs
• Transaction history
• Account information
• Ban/warning records
• IP addresses (staff discretion)

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GDPR & Data Requests

• All data held about you
• Download in portable format
• Deletion of personal data

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FAQ - ModMail