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Support at Minecraft illimity is handled by ticket, from the customer area, in French. Here is what you need to send us to get a useful reply from the very first message.

The ticket, from your customer area

The main channel is the ticket: the Support section of your customer area. It is not just another form. You write from the account that holds the server, so from the place where your plan and your previous exchanges already are. Everything stays in the same thread: the person who picks up the ticket tomorrow reads the same thing as the one handling it today.

If you are already a customer, open your customer area, then Support. If you do not have an account yet, create one. The 10-day trial does not require a bank card and runs on the same hardware as the paid plans.

Can't open a ticket, for example because you can no longer log in to your account? Write to support@minecraft-illimity.com, from the address linked to your account, stating the name of your server. For everything else, the ticket remains faster: it arrives already attached to your plan.

What you need to send us

A ticket that contains these five points comes back with an answer, not with a question.

  1. The server name

    The one shown in the customer area, especially if you have several with us.

  2. The version and the engine

    Paper, Forge, Fabric, Bedrock or a modpack, with the version number. Behaviour differs from one engine to another: see versions and modpacks.

  3. What changed just before

    A plugin installed, a version switched, a backup restored, a file edited over FTP. The cause is almost always there.

  4. The exact error message

    Copied from the console, as is, with the surrounding lines. A summary makes the useful line disappear.

  5. The time of the problem

    With your time zone if you are not in France. We re-read the logs around that moment.

Before opening a ticket

Two checks are worth doing before writing. The first: the service status page. It shows whether an incident is in progress on our side, in which case there is nothing you need to write to us. The second: the tutorials, for the steps you can carry out yourself from the panel.

The live console shows the error as it happens. That is the text to copy into the ticket, as is, without summarising it.

KEY POINTS

Write from the account that holds the server in question, with the server name, the version and the exact error message. That is what avoids the first back-and-forth.

A question before you start?

Create an account, launch the 10-day trial, and ask your question from the customer area.

Try for 10 days Open the customer area