> ## Documentation Index
> Fetch the complete documentation index at: https://docs.esportshub.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support & Tickets

> How to open a support ticket, which type to pick for what, and what to include so we can help you on the first reply.

The fastest way to get help is to open a ticket through the support panel in Discord. Tickets keep all your back-and-forth with staff in one place so the on-duty admin can pick up where the last reply left off.

## How to open one

<Steps>
  <Step title="Go to the support channel">
    Find the support channel in the Esports Hub Discord server.
  </Step>

  <Step title="Pick a ticket type">
    Use the dropdown to pick the type that matches what you need. Each one sends your message to the right team and opens a short form.
  </Step>

  <Step title="Fill out the form">
    Tell us what you were trying to do, what you expected, and what actually happened. A screenshot or a link to the message you're talking about helps a lot.
  </Step>

  <Step title="Wait for a reply">
    A private channel opens up just for you and the admin handling your ticket. You'll get a Discord notification when they reply.
  </Step>
</Steps>

## Which type to pick

| Ticket type                                    | Use it for                                                                                                      |
| ---------------------------------------------- | --------------------------------------------------------------------------------------------------------------- |
| Server Support                                 | Account questions, getting back into the server, reporting rule breaks, anything that doesn't fit another type. |
| Apply (Admin / Staff / Management / Wave News) | Applying to the admin, staff, management, or Wave News team. Pick the role you want in the form.                |
| Billing Support                                | Subscription billing, store purchases, refunds, anything payment-related.                                       |
| Report a User                                  | Reporting a member who's breaking the rules.                                                                    |
| Partnership Inquiry                            | Reaching out about a partnership for your org, brand, or sponsor.                                               |
| Website Inquiry                                | Questions before you buy a custom website service.                                                              |
| Bot Inquiry                                    | Questions before you buy a custom Discord bot service.                                                          |
| Contract Inquiry                               | Questions before you buy a contract template.                                                                   |
| Social Media Management                        | Questions about our social media management service for X account growth.                                       |
| Website Bug Report                             | Reporting a bug or broken behaviour on the website.                                                             |
| Investor / Ownership Inquiry                   | Investment or ownership questions about Esports Hub.                                                            |

The same dropdown also has shortcuts for creating an organization role, agency role, business role, or custom role. Those don't open tickets - they take you to the right page on the website to set things up yourself.

## How fast we reply

Most tickets get a reply within 24 hours. If you've already got a service order in progress (a custom bot, website, etc.), the person on your project usually replies faster. Reports about serious rule breaks get bumped to the top.

<Tip>
  The more info you put in your first message, the quicker we can sort it out. A ticket with a username, channel link, screenshot, and time can usually be handled in one reply instead of three rounds of follow-up questions.
</Tip>

## If you can't get into Discord

If you've been banned and you're appealing, or if Discord is down, you can still reach us through our [contact page](https://esportshub.io/contact). The contact page is also the right place for anything formal: legal questions, billing disputes, data-protection requests where you want a written paper trail.

For privacy and data deletion, you can also use the **/privacy** slash command in Discord (if you still have access) or Settings → Privacy on the web portal. The full flow is on the [Verification](/verification) page.