The three ways to reach us
| Channel | Best for | Typical response |
|---|---|---|
| Discord | Anything urgent, quick questions, orders | Under 5 minutes |
| Support ticket | Account-specific and billing issues | Within 1 hour |
| Email (sysmoralabs@gmail.com) | Business enquiries, partnerships, non-urgent matters | Within 24 hours |
Our support runs 24 hours a day, 7 days a week. For anything urgent, Discord is the fastest way to reach us. You can join from our Contact page.
How to order a plan
- Pick a plan on the Minecraft, VPS or Bot Hosting page. Not sure which? Try the plan finder.
- Join our Discord server and open an order ticket.
- Tell the team which plan you want. They will set everything up with you.
What to include in your ticket
The more detail you give us up front, the faster we can fix the problem. Include:
- Your service name or ID and the plan you are on.
- What you expected and what happened instead, and when it started.
- The exact error message, copied as text, or a screenshot.
- Your software and version, for example Paper 1.21 or a modpack name.
- What you have already tried, so we do not repeat it.
- A spark report link if the problem is lag. See How to fix lag and low TPS.
Tips for faster answers
- Open one ticket per issue, and keep following up in the same ticket instead of opening a new one.
- Choose the department that matches your request, for example Billing for payments and refunds.
- Reply to questions from our team as soon as you can, because we cannot continue until we have what we asked for.
Keep your account secure
Never post your account password or payment details in a ticket or in a public Discord channel.
Try the guides first
Many common questions are already answered:
- How much RAM does your Minecraft server need?
- Which server software should you pick?
- Our 72-hour money-back guarantee
- Our FAQs for quick answers about plans, billing and setup.