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# Support

Help lives on Discord. Here is how to ask so it gets sorted in one round.

<img src="/good-report.svg" alt="Join the Discord, open a ticket, fill the form, and it gets sorted in one round" />

## Where to ask

[**Join the Discord**](https://discord.arrowtan.cc), go to the `open-ticket` channel, and open
a ticket. Pick **Customer Support** as the category and the form walks you through the rest.
One ticket at a time, and no need to ping anyone.

Tickets are the only support channel. Marketplace review sections and direct messages are not
watched, so a question there may sit unanswered.

Before posting, have a quick look at [FAQ](/help/faq). Most reports turn out to be one
of a handful of things.

## What to include

The difference between a two minute answer and a two day back and forth is usually the first
message. Include all of this:

* Your server software and version, the full string from `/version`
* Your Java version, from `java -version`
* The AetherSkyWars version you are running
* What you expected to happen
* What actually happened
* The steps to make it happen again
* The full startup log, and the error if there is one

:::info
Post logs to a paste site, not as a wall of text or a screenshot of a terminal. Full text, not
the one line you think matters, the useful part is often above it.
:::

### Turning on debug output

If you are asked for more detail:

```yaml
Debug-Mode: true
```

Restart, reproduce the problem, then send the log. Turn it back off afterwards, it is noisy.

## Reporting a bug

Same ticket flow, with the checklist above plus:

* The smallest set of steps that reproduces it
* Whether it happens on a server with only AetherSkyWars and WorldEdit installed

That last one matters more than it sounds. Plugin conflicts explain a large share of reports,
and a clean test server settles the question immediately.

## Asking for a feature

Feature requests are welcome on Discord. Useful ones say what you are trying to achieve, not
just what to add. The problem behind the request often has an answer that already exists.

## What is not supported

| Situation | Why |
| --- | --- |
| Minecraft below 1.21.11 | Support was removed deliberately. The plugin refuses to start on older servers. |
| Copies not bought from a listed marketplace | No updates and no support. See [Download](/getting-started/download). |
| Modified builds | Recompiled or patched jars cannot be diagnosed. Reproduce it on a clean build first. |
| Writing your server's config for you | Happy to explain what a setting does. The tuning is yours. |

## Response times

Support is run by people, not a rota. Expect a reply in a day or so, faster during European
evenings. Bumping a message does not move it up the queue.

## Related pages

* [FAQ](/help/faq)
* [Installation](/getting-started/installation)
* [Developer API](/reference/developer-api), for questions about building against the API