Panel Basics · Easy · 3 minutes

Using support tickets and image attachments

Use a VialStack support ticket when you need help with billing, ordering, panel access, a game server problem, or a question that should not be handled in public chat.

1. Open a ticket

1. Go to the billing panel and sign in.
2. Open the support or tickets area.
3. Choose the closest category, write a short title, and describe what you need.
4. If the issue is for a specific server, include the server name shown in your panel.

2. Add screenshots or images

You can attach images to a new ticket or a ticket reply. Screenshots are helpful for console errors, file manager problems, order screens, and confusing settings.

• Supported image types include PNG, JPG, GIF, and WebP.
• Attach only images that are safe for support staff to view.
• Avoid uploading passwords, full payment details, tokens, or private keys.
• If you need to show an error, crop the screenshot to the relevant message when possible.

3. Include the useful details

The fastest tickets usually include what happened, what you expected to happen, and what you already tried.

• For server issues, include the game, server name, recent changes, and the approximate time it started.
• For crashes, include the last console error or attach a screenshot of the error.
• For billing or ordering questions, include the product or plan name, but do not include card numbers.
• For mod or config work, tell us whether the server is clear to restart before asking us to make live changes.

4. Follow up safely

Reply in the same ticket if you have more details or a new screenshot. We may ask before doing work that can stop, restart, reinstall, or otherwise interrupt a live community server.

If your issue is urgent, keep the ticket focused on the current problem so support can follow the thread clearly.