> ## Documentation Index
> Fetch the complete documentation index at: https://wiki.z-craft.xyz/llms.txt
> Use this file to discover all available pages before exploring further.

# Support & Help

> Get support from the Z-Craft community

# Support & Help 💬

Need help? Join our Discord server to get support from the community and staff!

## 🔗 Get Help on Discord

**[Join Discord](https://discord.z-craft.xyz)**

Our support channels:

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

## Common Issues

### Can't Connect to the Server

**Check:**

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

**Still having issues?** Ask in **#help** on Discord.

### Lost Items or Account Issues

**Post in Discord:**

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

### Bug Reports

**Found a bug?**

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

### Ban Appeals

**Disagree with a ban?**

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

## 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)

## Getting the Best Help

✅ **DO:**

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

❌ **DON'T:**

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

***

**Need help?** [Join our Discord server](https://discord.z-craft.xyz) now! 🚀

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

### Feedback & Suggestions

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

### Other

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

## What to Include in Your Ticket

### Basic Information

* Your Minecraft username
* Your Discord username
* Server you're playing on
* Date and time of issue

### Issue Details

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

### Evidence

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

### What You Need

* What resolution are you seeking
* What's preventing you from playing
* Any special circumstances

## Example Tickets

### 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?
```

### 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?
```

### 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?
```

## Response Times

### High Priority (24 hours)

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

### Standard (48 hours)

* Technical issues
* Account problems
* Reports
* Appeals
* Suggestions

### Low Priority (3-7 days)

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

**Note:** Times may vary based on staff availability and volume.

## Ticket Tracking

### Check Ticket Status

**Discord:**

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

**Website:**

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

### Ticket Statuses

| Status                | Meaning                        |
| --------------------- | ------------------------------ |
| **Open**              | Waiting for response           |
| **In Progress**       | Staff is investigating         |
| **Awaiting Response** | Waiting for more info from you |
| **Resolved**          | Issue solved, ticket closed    |
| **Closed**            | No further action needed       |

## Getting Fast Resolutions

✅ **Do This**

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

❌ **Don't Do This**

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

## Common Issues & Solutions

### Can't Connect

**Quick Fix:**

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

**If still failing:**
Submit ModMail ticket with error message

### Can't Find Items

**First Check:**

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

**If still missing:**
Submit ticket with details of when you last saw them

### Trade Dispute

**Process:**

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

### Ban Questions

**Before Appealing:**

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

**Submit Appeal:**

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

## Support Best Practices

### 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

### 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

### Escalation

If you're not satisfied:

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

## Privacy & Confidentiality

### Your Information

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

### What Staff Can Access

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

### GDPR & Data Requests

EU residents can request:

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

Use ModMail to request data access.

## FAQ - ModMail

**Q: How long until I get a response?**
A: 24-48 hours for standard issues, 24 hours for high priority.

**Q: Can I cancel a ticket?**
A: Yes, close it on the website or ask staff in ModMail.

**Q: What if I'm unhappy with the response?**
A: You can ask for escalation to a supervisor.

**Q: Are my conversations confidential?**
A: Yes, ModMail is private and only used for support.

**Q: Can I submit anonymous tickets?**
A: No, we need your username to help you effectively.

**Q: What if my ticket gets closed but not resolved?**
A: Reply in the closed ticket to reopen it.

***

**Need help?** Use ModMail and we'll get back to you ASAP! 🙌

Can't figure out how to start? Ask in #support on Discord and someone will help! 💚