Opening a support ticket

A support ticket is a private message thread between you and Expanse. It is better than a public chat when you need to share an order ID, a server name, or a screenshot of an error, because the ticket is tied to your support process and is not lost in a fast-moving channel.

Where to start

Sign in to Expanse Panel with the same account you use for services (see Your account and sign in).
Look for Support, Help, or Tickets in the main navigation or the account menu—exact labels can change slightly, but the idea is a dedicated “contact support” path inside the app.
Pick the type of issue if the form asks (billing, technical, other). It routes your ticket to the right queue.
Write a clear title in one line, for example: “VPS in EU region not finishing setup after 2 hours, order 1234”.
Add detail in the body using the checklist below, then send.

If you do not see any way to file a ticket, you may be on a read-only path or a role may hide support—use Support and contact to double-check, or the website contact for pre-sales only.

What to include (copy this mentally)

Team name in the switcher
Product (game server, VPS, domain, …)
One order or invoice id if money is involved
Expected vs actual in two sentences: “I expected the server to show as Active. It still says Provisioning with no error for 2 hours.”
Time zone or approx time if the issue is time-sensitive (payment window, for example)

Replies and email

You will usually get replies in the same ticket in the panel and sometimes a copy by email. Reply in one place; avoid opening duplicate tickets for the same issue—duplicates slow everyone down.
If you add information later (“here is a screenshot from one hour after”), add it to the same ticket as a new message.

What happens next

We may ask one clarifying question. Answer when you can; the ticket can auto-close in some systems if you never reply—check your spam.
We may point you to a doc; that is not brushing you off, it is often the fastest fix. If the doc does not match what you see, say that and include a screenshot of your screen.
If we need to refund or adjust a bill, the ticket will be linked to Billing rules and Refunds.

Urgent outages

For widespread issues, the Status and service updates page is the source of truth. A ticket is still useful if only you are affected, so we can look at your account or service in isolation.

How ordering works if the problem is “order stuck”
Service, suspension, and billing if the panel says the service is suspended