How to contact PlayNHost support and what information to provide Print

This article explains how to contact PlayNHost support and what information to include so we can help you as quickly as possible.

1. How to open a support ticket

1. Log in to the Client Area at https://playnhost.com/billing.
2. In the main menu, click Support.
3. Select Submit a Ticket or Open Ticket.
4. Choose the most appropriate department (for example, Technical Support or Billing).
5. Enter a clear Subject that summarises your issue (for example, “Rust server won’t start after mod install”).

2. Information to include in technical tickets

For any issue related to your game server, try to include:

• Game and server name – for example, “Minecraft – SAND plan” or “Rust 150 slot server”.
• Server IP and port – as shown in your service details.
• Link to your Game Panel or the server ID if visible.
• What you were trying to do – for example, “installed a new modpack”, “changed config”, “restarted the server”.
• What happened instead – errors, crashes, players cannot join, etc.
• Any error messages from the console or game (copy/paste or screenshot).
• Steps you already tried – so we do not ask you to repeat them.

The more detail you provide, the faster we can find the cause and fix it.

3. Information to include in billing tickets

For billing or account questions, please include:

• Your Invoice number (if the question is about a specific invoice).
• The name of the service you are asking about.
• The payment method used (card, PayPal, etc.).
• Any relevant dates (when you ordered, when the issue started, etc.).

4. Response times

• We aim to respond to tickets as quickly as possible. Response times can vary depending on time of day and current load.
• You can track the status of your ticket from the Support → My Tickets section in the Client Area.

If you have an urgent issue (for example, a live server outage), please mention this clearly in the subject line and description so we can prioritise it appropriately.