Our support promise

When something goes wrong with your server, your friends are waiting and you want it fixed now. So here’s our promise, in plain words.

Our promise

1. A real person answers. Every message is read and answered by someone on the Wilderack team. No chatbots pretending to be people, no endless forms.
2. A first reply within 24 hours, every day of the year. Usually much sooner. We show how long replies are taking right now on the support page, so you know what to expect before you write.
3. We read your server, not a script. When you give us access, we look at your server’s logs and settings, so you don’t have to explain everything twice. Access is something you grant in the panel, it runs out on its own, and we can’t see your files or console without it.
4. We tell you the truth. If we don’t know, we say so and find out. If something was our fault, we say that too, and put it right.
5. We stay until it’s fixed. One conversation, one person where we can, until your server works.

How to reach us

• From the panel: use Get help on your server’s page. It attaches your server’s details (game, version, recent errors) so we can start straight away.
• By email: support@wilderack.com. Include your server’s address, like name.play.wilderack.com.
• Service status: if lots of servers are affected, we post updates at https://wilderack.com/status/ as soon as we know.

What we help with

• Setting up your server, connecting, and getting friends in
• Settings and config files
• Installing mods, plugins and modpacks, finding conflicts and reading crash logs
• Backups, restoring and bringing your world from somewhere else
• Lag and performance
• Billing, refunds and plan changes
• Anything else about your Wilderack server

We can’t fix bugs inside a game or someone else’s mod, but we’ll help you find what’s causing the problem and a way around it, and point you to the right place to report it.

Get the fastest fix

1. Check the wiki for your game. Most common errors have a step-by-step fix there.
2. Look at the Console. When it recognises a crash, it shows a hint and a fix button.
3. Tell us what you expected, what happened instead, and when. A screenshot helps.

Staying safe

We’ll never ask for your sign-in code, passkey or full card number. Not by email, not on Discord, not anywhere. Wilderack emails only come from addresses ending in @wilderack.com. If someone asks for those details and says they’re from Wilderack, it isn’t us. Forward it to abuse@wilderack.com.

Other teams

Wilderack support is in English.