Open a useful support ticket

Choose the right place

Use Support for account, billing, license, access, or private installation details. Tickets are visible to their author and Kantru staff. Use Community for general questions others can learn from.

1. Create the ticket

1. Sign in, open Support, and choose the new-ticket action.
2. Enter a specific subject such as “GameServer cannot reach DataServer after port change” and choose the closest category.
3. Give numbered reproduction steps, expected behavior, and the actual error.
4. Include server/client versions and whether services run together or on separate hosts.
5. Add a short sanitized log with its timestamp and first relevant error. Submit and confirm the ticket appears in your inbox.

Include the relevant details

• Installation: guide URL, failed step, and missing filename or component.
• Client: whether failure is before the list, after channel selection, or during account login.
• Access: resource URL, account name, and Client Area status.
• Customization: smallest changed function/configuration and before/after result.
• Do not include passwords, private SSH keys, player databases, or full payment-card details.

2. Continue the conversation

1. Read replies in the support inbox. Awaiting reply means staff needs further information or a test result.
2. Report the result of each requested step. If an error changes, include the new error.
3. Keep related follow-ups in the same ticket; use another ticket for an unrelated issue.
4. Describe the working fix and close the ticket when resolved. Reopen it if the same issue returns and needs further help.

Where updates arrive

This preview provides in-app ticket updates. Email delivery and response-time commitments are not configured, so check the inbox directly.

Use the documentation or community search while gathering details without sharing private ticket contents.