Expanse

Support

Support and contact

How to get help for Expanse services: tickets, what to put in a message, and when to use other channels.

Support and contact

Expanse gives you clear ways to get help for account, billing, and product issues. The help center (this site) answers many questions. When something is specific to your team or a broken flow, a support ticket is usually the right next step. We do not handle sensitive account changes in public Discord threads or DMs in a way that would expose your data.

Self-service first (fastest)

  1. Search this help site (top of any article) for your topic — domains, billing, team roles, and more are covered in plain language.
  2. In the panel, read any status or error text carefully; it is written to tell you why a button is disabled or a payment did not go through.
  3. Check Status and service updates for large incidents affecting many customers at once.

When to open a ticket

Use a ticket when:

  • The panel shows an error you cannot fix with the help article for that product.
  • Money is wrong: double charge, invoice you do not understand, or balance that does not match your expectation—see Invoices and then contact us with references.
  • Access is broken: you are the owner but cannot see billing, or a member’s role is wrong and you are not sure how to change it safely.
  • You need a refund or cancellation that depends on your specific order—see Refunds and Cancellations and order changes first, then write in with the order ID if needed.

What to put in a ticket (good and bad)

Good (safe) details

  • Team or organization name as shown in the panel
  • Order or invoice number (from the order screen or email)
  • Service name or hostname as shown in the dashboard
  • What you already tried in one short paragraph
  • Screenshots of the in-panel error (redact your email if you prefer)

Do not send

  • Full card number or CVV
  • Root passwords, game rcon passwords, or private keys pasted in full (change them if you think they leaked, then describe the issue without repeating the secret)
  • Hate or harassment — we help faster when the message is factual

Response times

  • We aim to answer in line with the level of impact and time of day. For urgent outages, watch the status and updates page. For billing during holidays, the panel still shows the same invoices and due dates; plan ahead with Invoices and payments.

Sales and the website

  • For new products or upgrades on the public site, use the official contact and links from https://expanse.host (or the marketing site in your region). The panel and this help site are for existing account help and self-service. If you are not a customer yet, the website is the first stop.