Admin & Support questions and answers
These are the published Admin & Support questions, with the answer under each one.
Can I attach files to a support ticket or reply?
Yes. You can add images and PDF files to a ticket or a reply, including from the Contact Us form. Each file can be up to 10 MB, and a ticket can have up to 30 files in total. Signed-in players can attach up to 10 files to a message. Without an account you can upload 5 files an hour from one address, and failed uploads count too. You can replace or delete a file you added while the ticket is still open. Files Support adds to a ticket can be opened or downloaded from the conversation, and download links stay valid for a short time, so reopen the conversation if one stops working. Closed tickets cannot receive new files.
Did Contact Us change Support for signed-in players?
No. A signed-in player continues to create, follow, close, and reopen account tickets from the in-game Support page after selecting a world. Contact Us is a separate guest path and does not expose account tickets.
How can I contact Support without signing in?
Open Contact Us and enter your name, email address, and message; you can also attach files. You do not need an account or a selected world. After the message is accepted, we email you a private link for following the conversation.
How do I create, reply to, close, or reopen a support ticket?
Sign in as the direct account owner and select a world; a sitter cannot manage Support tickets. To create one, choose a section and enter a title of 5 to 100 characters and a message of at least 10 characters. You can reply only to your own tickets, and a reply needs at least 5 characters. You can also attach files to a ticket or reply; see the question about attachments. Closed tickets cannot receive replies, but you can reopen your ticket and continue the conversation.
How do I know when Support replies to my message?
When Support replies, we try to send a notification to the email address you provided with the current private conversation link. The reply remains saved even if the notification email does not arrive, and an earlier valid link can still open it.
How do I open and reply to my private support conversation?
Open the private link sent to your email to see your message and the replies in order, then reply from that page. Replying to a Resolved conversation returns it to Pending so Support sees the follow-up. The link is the key to the conversation, so do not share it. A Closed conversation remains readable but cannot accept new replies.
How is a support conversation displayed?
A ticket starts with your initial message, followed by replies from oldest to newest. Your replies and Support replies are displayed distinctly so you can follow the conversation.
How long does my support-conversation link remain valid?
The link remains valid for 90 days after the latest reply from you or Support. Simply opening the conversation does not extend it. The link stops working after 90 days without a reply or if the ticket is removed; closing the ticket prevents replies but does not prevent reading.
What do the support-ticket statuses mean?
A new or reopened ticket is Open. Replying to an Open or Resolved ticket moves it to Pending for follow-up, while an answered ticket can be marked Resolved. A Closed ticket cannot accept replies until you reopen it, which returns it to Open.
What information is shown through a guest conversation link?
The page shows the requester's name, message, ticket status, replies, and their dates. It does not show the guest email, staff identity, account or world data, or internal access details. Keep the link private because anyone who has it can open the conversation.
Which support tickets can I see, and how are they organized?
The Support page shows your tickets for the selected world, newest first, and separates current tickets from Closed tickets. Support sections are listed by name, in your selected language when a name exists in it, so you can choose the right category when creating a ticket.