How support tickets work: departments, status, and replying by email
A ticket attached to the right server or invoice gets answered faster. Replying to the ticket email works, but a fresh email to support does not join an existing thread.
Support runs on tickets rather than a shared inbox, so every conversation has an identifier, a status, and a history you can re-read. Tickets live under Support in your account and are numbered FP-1001, FP-1002, and upward.
The single most useful thing you can do when opening one is attach the server or invoice it concerns. That is a dropdown on the form, and it removes an entire round trip.
Opening a ticket
Support then New ticket. The form asks for:
Subject and message. Both are required. Include what you tried, when it started, and any error text. A pasted log line is worth several paragraphs of description.
Department. Three exist, and picking the right one routes it correctly the first time:
| Department | For |
|---|---|
| Support | Technical help with your servers and services |
| Billing | Invoices, payments, refunds, and plan changes |
| Abuse | Reports of abuse or acceptable-use violations |
Related server and related invoice are optional dropdowns listing what is actually on your account. Use them. A ticket that names the server saves us asking which one, and the list puts broken servers at the top for exactly this reason.
There is a shortcut for the common case: a server that is suspended or whose build stalled shows a Get help with this server link that opens this form with that server already selected. See what happens after you order.
Attachments
Attach files with the button, or drag them onto the form. The limits are:
- Up to 8 files per message
- Up to 10 MB per file
- Up to 25 MB per message in total
Accepted types are PNG, JPEG, WebP, GIF, PDF, plain text, CSV, and ZIP. A server log is plain text and attaches directly. A folder of logs should be zipped.
If a file is rejected the ticket is still created, and the message tells you which one did not attach. Reply with the file in a supported format rather than opening a second ticket.
Reading the status
Every ticket carries one of four labels, and they are set by who spoke last:
| Status | Meaning |
|---|---|
| Waiting on us | You replied last, it is in our queue |
| Waiting on you | We replied last and need something from you |
| On hold | Paused, usually waiting on something external |
| Closed | Finished |
Waiting on you is the one to watch. It means the ticket has stopped moving until you answer.
Status changes only on messages that both sides can see. Internal notes between staff never move a ticket into or out of your queue, so the label always reflects the actual conversation.
The ticket page refreshes itself roughly every thirty seconds, so a reply appears without reloading.
Replying by email
You can reply to a ticket by replying to the email it sent you. That works because the reply address carries the identity of the thread, and your reply is added to the ticket as a message.
A brand new email to a support address does not join an existing ticket. It is deliberately not matched to your open threads, because matching plain inbound mail to an account by the sender address alone would be a way for someone else to post into your conversation.
So: to continue a ticket, reply to its email or open it in the portal. To start a new one, use the New ticket form. Do not start a fresh email expecting it to land on yesterday's thread.
Closing a ticket
Support and Billing tickets can be closed by you when the matter is settled. Abuse tickets cannot, because their resolution is a decision on our side rather than an agreement.
Closed tickets stay readable in your ticket list under closed, so the history is not lost.
Before you open a ticket
Some questions are answered faster by the knowledgebase than by us:
- Server is slow or stuttering: why is my Minecraft server lagging and TPS and MSPT explained
- Server keeps going offline: why does my Minecraft server keep crashing
- Plan or proration question: how to change, cancel, or resume your plan
- Invoice or card question: invoices, payment methods, and failed payments
If you have already read one of those and it did not resolve it, say so in the ticket. Knowing what you have ruled out is genuinely useful.
Sources and review
Reviewed August 17, 2026 against the current billing-portal implementation: the ticket creation form and departments, the attachment limits and accepted types, the ticket status model, and the inbound-mail matching rules that govern email replies. Behavior described here is what the portal does today and may be refined before public launch.