What can help support resolve my issue faster?

Attach logs or error messages to your chat as files. You can also view the event log in the Activity section of your product.

Contact support to report an issue

Learn how to access our new support chat, start a conversation, and get a direct response from our AI assistant Zappy or our team.

10 November 20263 min read2 Views0 helpful

Troubleshooting your issue

Is your game server not starting? Or are you having problems you can't solve on your own? Don't worry! Our support team is here to help.

Before contacting support, though, we recommend trying a few troubleshooting steps. They may solve the problem or at least help narrow it down.

Info

Please note that we don't provide direct account-related support through our social media channels. Official support is available exclusively through the support chat in the web interface. This is because we take your privacy seriously.

Check your server's status

You can easily check the current status of all our services, including your game server, on our status page and select the relevant service.

If the product you're having trouble with is currently affected, we recommend waiting until the issue has been resolved. Our technicians are automatically notified of outages and work to find a solution as quickly as possible.

Check your logs

Another troubleshooting step is to check your game server's logs. No matter which game or service you're using, check the console or the logs directory for error messages. The exact steps can vary widely depending on the game or service.

Tip

When you start a chat, it helps a lot if you attach logs or error messages as a file right away.

You can also view your service's event log in the Activity section of your product's web interface. There you'll find information about recent events, such as restarts, startup, and more.

Accessing the support chat

You can access our support chat by selecting Support in the web interface sidebar or by going directly to the support page in your account. If you're not logged in, you'll be asked to log in before you can access it.

On the support page, you'll see your conversations divided into three tabs:

New – conversations that have just been started and haven't received a reply yet.
Open – conversations that you or our team are currently working on.
Closed – resolved conversations that you can revisit at any time.

If you don't have any chats yet, you'll see an empty state on the right with a New Chat button. Select it to start a new conversation.

Support hub with the New, Open, and Closed tabs

Start a new chat

Click the New Chat button at the top to create a new conversation.

Info

Unlike before, there is no separate ticket category selection at the start. Instead, you describe your issue in a guided form that takes you through starting your chat step by step.

New chat form with topic, first message, service link, and file attachment

Fill in two fields in the form:

Topic: a short summary of your issue, e.g., “My server won't start”.
First message: a detailed description. Consider what exactly is happening, when it started, and what you've already tried.

Optionally, you can use Link service to associate your chat with one of your subscribed products, so our team has the right context right away. You can also use Attach file to include screenshots, PDFs, or text files (e.g., logs), up to 5 MB per file.

Tip

The more detail you provide in your first message, the sooner we can help. Error messages, logs, and the troubleshooting steps you've already tried are especially useful.

Once you've filled everything in, click Start chat to submit your request.

What happens after you submit

Our AI assistant Zappy will respond to your message first, often within just a few seconds. For simple issues, this may resolve your problem right away without you having to wait for a member of our team.

Chat right after starting, with Zappy's first reply

If the response doesn't help, simply continue writing in the chat. Your issue will then be escalated to our support team and handled by a team member. You can give direct feedback on any reply—whether it's from Zappy or a team member—using the thumbs-up and thumbs-down icons.

Tip

You'll receive a notification whenever there's a new reply in your chat, so you don't have to check manually for updates.

Once your issue has been resolved, the conversation will be marked Closed. You can still find it under this tab and review the full conversation at any time.

Example of a closed chat showing replies from Zappy and a team member

FAQ

Frequently asked questions

Check your service's status on the status page (status.zap-hosting.com) and look for error messages in your game server's logs or console.

No. For privacy reasons, we don't provide direct account-related support through social media. Official support is available exclusively through the support chat in the web interface.

Select Support in the web interface sidebar or go directly to the support page in your account.

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Contact support to report an issue

Troubleshooting your issue

Check your server's status

Check your logs

Accessing the support chat

Start a new chat

What happens after you submit

Frequently asked questions

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Accessing the support chat

Start a new chat

What happens after you submit

Game Server

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