Support tickets and Discord
Ask the Atlas team for help on the website or in Discord. Both end up in the same place, so you can start on one and continue on the other.
Before you ask
- If a customer was refused at sign-in, find the reason first. It is usually one setting.
- Check the status page for an incident.
- Search these docs. The search box at the top reads every page.
Open a ticket on the website
Go to Account, Support and press New ticket. Fill in two fields:
| Field | What to put |
|---|---|
| Subject | One line that names the problem. |
| Details | Your plan, the exact error text and what you already tried. Up to 10,000 characters. |
Read and answer
Your tickets are listed on the left, grouped by Open (with a count), Closed and All. A dot beside a ticket means there is a reply you have not read. Open one to see the whole thread and answer in it. The list refreshes by itself, so replies appear without reloading.
Nothing open on the right? The panel lists every way to reach us: a new ticket, Discord, these docs and the status page.
Use Discord instead
Message the Atlas bot in the Atlas Discord server. The bot opens a private conversation with the team. If you linked your Discord in Profile (Sign up and sign in), that conversation also appears in your Support list, marked Discord, and you can reply from either side.
- A conversation started in Discord with an account that is not linked still gets answered; it just does not show on the website.
- A Discord conversation that has been closed cannot be reopened. Send a new message to the bot to start another.
- Direct messages from server members must be switched on for the bot to answer you. If they are off, the team cannot reach you in Discord, so use a ticket.
Report a bug or ask for a feature
Use the public board for anything other people may hit too, or for something you want built: Feedback, roadmap and changelog. Use a ticket for problems with your own account, payment or data.