How to Get Help

How to Get Help

Whether you are stuck on a configuration issue, experiencing server problems, or just have a question, Witchly.host offers several ways to get help. This guide explains how to reach our support team, what information to include for the fastest resolution, and common issues you can resolve on your own.

Discord Support (Primary Channel)

Our primary support channel is Discord. Join at Discord to access the support system.

Opening a Support Ticket

1. Join the Witchly.host Discord server at Discord
2. Navigate to the ticket creation channel
3. Click the button to create a new ticket
4. Select the category that best matches your issue
5. Describe your problem in detail (see “What to Include” below)

A support team member will respond to your ticket as soon as possible. Ticket response times vary, but we aim to address all tickets promptly.

Tips for Faster Resolution

• Be specific. “My server won’t start” is a start, but “My Palworld server fails to start after I edited PalWorldSettings.ini — the console shows a parsing error on line 1” gets you help much faster.
• One issue per ticket. If you have multiple unrelated problems, open separate tickets. This keeps conversations focused and ensures nothing gets lost.
• Check back for follow-up questions. Support may need additional information. The sooner you respond, the sooner we can resolve your issue.

What Information to Include

When opening a support ticket, include as much of the following as possible:

Always Include

• Your server name as shown in the dashboard
• The game you are running (Minecraft, Palworld, Rust, Hytale)
• A clear description of the problem — what happened, what you expected, and when it started

When Applicable

• Console output or error messages — Copy the relevant lines from the console in your panel. Screenshots of the console work too, but text is preferred since it is easier for support to search.
• What you changed recently — Did you install a new mod, update a plugin, edit a config file, or change startup parameters? Changes right before a problem usually point to the cause.
• Steps to reproduce — If the issue happens consistently, describe what triggers it (e.g., “The server crashes every time a player enters the Nether”)
• Screenshots — For visual issues, UI problems, or error messages that are hard to describe in text

The more context you provide upfront, the less back-and-forth is needed and the faster we can help.

Checking Server Logs

Before opening a ticket, check your server’s console and logs. Many issues produce clear error messages that either explain the problem directly or give you a search term to find a solution.

Viewing the Console

1. Log in to Dashboard and select your server
2. The Console page shows real-time output from your server
3. Scroll up to find error messages — they often appear in red or contain words like ERROR, WARN, Exception, or Failed

Checking Log Files

For more detailed logging, check the log files on your server:

1. Go to File Manager in the sidebar
2. Look for a logs/ directory (location varies by game):
   • Minecraft: logs/latest.log
   • Palworld: Console output is the primary log source
   • Rust: oxide/logs/ for Oxide plugin logs
3. Open the latest log file and look for error messages around the time the problem occurred

Common Self-Service Fixes

Many issues have straightforward solutions that you can handle yourself:

Server Will Not Start

1. Check the Console for error messages — they usually indicate what went wrong
2. If you recently edited a configuration file, review your changes for syntax errors (missing commas, unclosed brackets, invalid values)
3. Verify you have not exceeded your disk space allocation — check the dashboard for usage stats
4. Try the Reinstall option in Settings as a last resort (back up first — this resets server files but preserves your data directory)

Players Cannot Connect

1. Confirm the server is running (green status in the dashboard)
2. Verify players are using the correct IP address and port from the panel
3. Check that the server is not password-protected, or that players have the correct password
4. Make sure the game client version matches the server version

Server Performance Issues (Lag, Crashes)

1. Check your RAM usage in the panel — if consistently above 90%, the server is under memory pressure
2. Review your server settings for overly generous values (too many mobs, high render distance, excessive spawn rates)
3. Set up automatic restarts to reset memory periodically (see our Schedules guide)
4. Check for known mod/plugin conflicts if you recently added something new

Mod or Plugin Not Working

1. Check the console for error messages related to the mod or plugin
2. Verify you installed the correct version for your game version
3. Confirm all dependencies are installed (many mods and plugins require other mods or libraries)
4. Check the mod or plugin’s official documentation or support channels for known issues

Lost Data or World Reset

1. Go to Backups in the sidebar
2. Find the most recent backup from before the data loss
3. Restore from that backup
4. If you do not have a backup, contact support — we may be able to help recover data depending on the circumstances

Documentation

Before reaching out to support, check if your question is answered in our documentation. We have guides covering:

• Getting started guides for each supported game
• Server settings and configuration
• File management via SFTP
• Backup management
• Schedule setup
• Database management
• Server security

Community Help

The Witchly.host Discord server has a community of server owners who are often happy to help with game-specific questions. While the community channel is not a replacement for official support tickets, it is a great place to:

• Ask for recommendations on plugins or mods
• Get advice on server settings and optimization
• Share tips and configurations with other server owners
• Discuss game updates and their impact on servers

Billing and Account Issues

For billing-related questions (payments, plan changes, refunds) or account issues (login problems, account security), open a support ticket on Discord and specify that it is a billing or account matter. These are handled with priority.

What Support Covers

Our support team helps with:

• Server setup and configuration
• Panel and dashboard issues
• Network and connectivity problems
• Performance troubleshooting
• Billing and account questions
• Data recovery assistance

We do our best to help with game-specific configuration (plugin setup, mod conflicts), but deep troubleshooting of third-party plugins and mods may be outside our scope. For plugin-specific issues, the plugin’s own support channel is often the best resource, and we are happy to point you in the right direction.

Emergency Issues

If your server is completely down and you cannot access the panel, mention this in your Discord ticket. Critical infrastructure issues are prioritized to minimize downtime.