When to Contact Support

This page explains when and how to contact our support team, and what information to include for faster resolution.

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Before You Open a Ticket

Try these first — they resolve most issues:

1. Check the Status Page — Is there an ongoing outage?
2. Search the Help Center — Your issue may have a self-service solution
3. Restart your server — Many issues resolve with a clean restart
4. Check the console — Error messages often explain the problem

If you’ve tried the relevant Help Center article and the issue persists, it’s time to contact support.

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What to Include in Your Ticket

The 3 Things We Need

Every support request should include:

1. Server ID — Found in your panel URL (e.g., panel.mambahost.com/server/abc123)
2. What you tried — List the steps you already attempted
3. Error message or screenshot — Exact text or image of what you see

Good ticket example:

Server ID: abc123

Issue: Server won’t start after I added new mods

What I tried:

• Removed the last 3 mods I added
• Changed Java to version 21
• Checked console for errors

Error: java.lang.NoClassDefFoundError: net/minecraftforge/fml/common/Mod

Screenshot attached

This helps us resolve your issue faster — we can often fix it on first response.

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How to Contact Us

Method	Best For	Response Time
Email (support@mambahost.com)	Detailed issues, attachments	15-30 minutes average
Discord Ticket	Quick questions, real-time help	15 minutes average
Live Chat	Simple questions while browsing	Immediate during business hours

Response Times

• Business hours: 15-minute average first response
• After hours: Next business day
• Critical outages: Priority handling for Premium plans

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What Happens After You Contact Us

1. Acknowledgment — We’ll confirm we received your ticket
2. Investigation — We may ask follow-up questions
3. Resolution — Most issues resolved within 24 hours
4. Follow-up — We’ll check if you need anything else

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Issues That Always Need Staff

These cannot be self-serviced — contact us directly:

Billing & Payments

• Invoice questions
• Refund requests
• Chargeback issues
• Payment failures

Account Access

• Email address changes
• 2FA recovery
• Login problems
• Ownership transfers

Infrastructure

• Hardware failures (rare)
• DDoS attack mitigation
• Network-level issues

Provisioning

• Server stuck installing/provisioning (install loop)
• Server not appearing in panel after purchase

Data

• Data recovery requests
• Backup restoration failures
• Corrupted file recovery

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Tips for Faster Resolution

Do:

• Include all 3 required items (Server ID, what you tried, error)
• Be specific about what’s happening vs. what you expected
• Mention if the issue started after a specific change
• Attach screenshots or log files when relevant

Don’t:

• Open multiple tickets for the same issue
• Keep retrying the same failed steps
• Include sensitive info (passwords, payment details) in Discord

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Emergency Support

For production server outages on Premium plans:

1. Open a Discord ticket first
2. Tag @On-Call Support in the ticket
3. Include “URGENT” in your message

We prioritize critical production issues affecting live player bases.