Support tickets: how to get an answer sooner

Whatever the problem, from payments and premium to the anti-cheat and bans, the way to solve it is a ticket. A ticket is sent from the site only and is tied to your account, so you don't have to repeat your details every time. This guide shows how to write a ticket that gets answered faster.

First, check the ready answers

The support page has common questions (account and sign-in, payments, the launcher, bans and more). While you write a ticket, if the answer is already in that list, the form shows it above. If it solves your problem, you don't need to send a ticket.

Open a ticket

1. Sign in with your site account and go to Open a ticket.
2. Choose the topic: payment problem, anti-cheat, ban appeal, player report, leave penalty, account and sign-in, or something else.
3. Some topics have one extra question: which payment, which ban or mute you're appealing, or who you're reporting. Pick it from the list.
4. Write the title in one sentence (up to 100 characters).
5. Write the description in full (up to 4,000 characters).
6. If needed, attach up to 3 pictures (up to 5 MB each).
7. Press "Send ticket".

You can have at most 5 open tickets at the same time.

What should I write to get it solved faster?

• What were you doing? For example "I was connecting to a public server from the launcher".
• What message did you see? Write the exact text or attach a picture, not your own summary.
• When was it? The approximate hour and day.
• For a launcher or connection problem: paste the network troubleshooter report (Settings, Network and connection, Copy report) and write the launcher version (Settings, About). The report contains no passwords or personal information.
• For a payment problem: write the receipt number or the Bale tracking code.

What is attached automatically?

These are shown to support with your ticket so you don't have to repeat them: your name, your SteamID, your premium status, your recent payments, your launcher version and the last server you were on.

Answer priority

Payment problem tickets are looked at first. Then come premium level 3 players, and then the rest. The approximate time to an answer is shown to you too.

Where do I see the answer?

• In My tickets. Each ticket's status is there too: "Waiting for support", "Answered" or "Closed".
• In the notifications of the site and the launcher.

If the answer raises a new question, reply in the same ticket; you don't need to open a new one.

Closing and reopening

• A ticket that has been answered and where nobody wrote anything for 3 days is closed automatically.
• You can reopen it within 7 days of its closing.
• After it's closed you can rate the answer. Your opinion helps us get better.

Important topics

Ban appeal

First look at the reason and length of the ban in the ban list or on your profile. If you think it's a mistake, open a "Ban appeal" ticket and pick that ban from the list. The decision is the admins' and every appeal is reviewed. If your Steam isn't linked to your account, the ban can't be found; link it first from "My account".

Player report

Report in game with !report (or !report name), or open a "Player report" ticket on the site and write their SteamID or profile link. If the admins confirm your report, you get 50 PG Coin.

Payment and premium problems

Premium activates right after payment with Bale. If money left your account and premium didn't arrive, wait a few minutes (the system retries by itself); then open a "Payment problem" ticket and pick the payment from the list. If you haven't used the premium, you can ask for a refund within 24 hours of the purchase.

The anti-cheat won't let me in

First look at the guide to the reasons and their fixes. If it doesn't solve it, open an "Anti-cheat" ticket and write the launcher's exact message.

Can't decide which topic to choose? Pick "Something else"; we'll put it in the right place ourselves.