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Support Guide & Format

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Ember Lumen

Ember Lumen

Executive Director
Owner
Administrator
Member
Jan 13, 2021
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Viacraft Support & Contact Guide
This post should guide you in the right direction on how to effectively receive support.​


General inquires and questions should be sent via Discord or in-game chat if there is an active staff member online.

Normal level support
If you need help regarding a purchase or just general support. You can make a ticket/request on the forums here or on discord. If for whatever reason you can't use our support systems or you just feel uncomfortable using the normal support methods, you can email support via [email protected]. Keep in mind that emailing us should be seen as a secondary way of support.


Urgent level support
If your situation is very serious (E.g. related to Server Disruption, violation of U.S. Federal Law, or Staff Abuse) or you feel that the support staff are being corrupt, abusive, or misrepresented your situation you can contact the Owner and Director via [email protected].

NOTICE: Contacting owner/director should be seen as a LAST RESORT! DO NOT EMAIL THE OWNER BEFORE MAKING A SUPPORT TICKET/REQUEST OR EMAILING SUPPORT ([email protected]) FIRST. All emails sent to [email protected] are taken VERY seriously. If you contact owner/director being unprofessional or generally rude, you will be permanently suspended from using these services and from communicating with Viacraft email servers.


If you are interested in placing an advertisement on our website or a popular youtuber interested in doing business with us, use the following email.
Business and partnership deals: [email protected]


IF YOU SEND US SCAMS OR UNSOLICITED ADVERTISEMENTS SUCH AS SEO AND WEB DEVELOPMENT, YOU WILL BE PERMANENT BLOCKED FROM CONTACTING US AGAIN.

IF YOU SEND US DEATH, CYBER ATTACK, OR LEGAL THREATS; YOUR EMAIL, IP, AND OTHER DETAILS WE HAVE ON YOU WILL BE FORWARDED TO LAW ENFORCEMENT AND TO AN ATTORNEY. YOU WILL BE BLACKLISTED FROM COMMUNICATING WITH OUR SERVERS.

NOTICE: ALL EMAIL SERVICE IS DOWN; WE CANNOT ACCESS OR VIEW RECEIVED EMAILS AT THIS TIME. PLEASE PRIVATE MESSAGE THE OWNER "EMBER LUMEN" HERE ON THE FORUMS OR ON DISCORD IF REGULAR STAFF ARE UNAVAILABLE OR BEING CORRUPT.​



(If you see somebody violate the Community Guidelines on the forums here, you can report their post by clicking the "report" button at the bottom of their post.)

Support Links:
» Report a player
» Punishment Appeal
» Discord #support


To continue to submit a thread in this forum section please follow these guidelines and format to ensure fast support.

"What is this thread in regards to?: (Purchase issue, Bug/Exploit, or General support)"
  • If this thread is about an issue regarding a purchase you made on our store then please provide both transaction IDs or upload a receipt (proof) of purchase.

  • Bug/Exploit. e.g. You found an intended game feature or something that breaks the economy
  • General Support. e.g. Something happened which has made your ability to play the server ineffective, such as getting stuck in a portal.
Please describe in detail what the problem is so we can resolve it to the best of our abilities.

Copypasta:
YAML: 
Minecraft UUID:
Discord ID (if applicable):

What is this thread in regards to?:

Description:
[Click here start your support thread]
 
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