Support

Contents

1. Summary
2. How to open a ticket
3. On Discord
4. In game
5. Quick help
6. What to include in a ticket
7. Common questions
8. I voted but didn’t get any rewards
9. I have a problem with a store purchase
10. I’m banned. How can I appeal?
11. How do I report a player?
12. How do I report a staff member?
13. How do I report a bug?
14. I lost an item
15. I have a question about claims
16. Rules

Summary

If you need help from staff, open a support ticket. Tickets are handled on the CatCraft Discord server at https://discord.gg/catcraft. If you can’t use Discord, you can open a ticket in game with /ticket instead, and staff will answer you there.

How to open a ticket

On Discord

1. Join the Discord server at https://discord.gg/catcraft, or type /discord in game for the link.
2. Go to the #support channel and click the Create a ticket button.
3. Pick the option that matches your problem and follow the steps from the ticket bot.

In game

Type /ticket on any realm to open a ticket without Discord. Staff reply to your ticket from Discord, and you can read and answer their messages in game.

Quick help

For a quick question, type /helpop [message] to message online staff privately. If nobody is online, open a ticket.

What to include in a ticket

The more staff know, the faster they can help. Try to include these.

• Your Minecraft username, and whether you play on Java or Bedrock.
• Which realm it happened on.
• What happened and roughly when.
• Screenshots of any error messages, chat or the place where it happened.

Common questions

I voted but didn’t get any rewards

Check the Voting & Piñata page first. You need to use your exact username, and Bedrock players need an underscore before their name. Each vote site also has its own cooldown, so a site may not count a second vote yet. Most vote sites only accept one vote per household, so if someone else in your home already voted, your vote on that site may not count.

If your rewards are still missing, open a ticket with screenshots of the vote site and any error it showed.

I have a problem with a store purchase

Open a ticket on Discord and choose the purchase option. Include your username, what you bought and roughly when. Ranks and other packages are only sold on the official store at https://store.catcraft.net, and you can gift a package by selecting the gift icon at checkout.

I’m banned. How can I appeal?

If you think you were banned unfairly, submit an appeal at https://catcraft.net/banappeal.

How do I report a player?

Type /report player [player] [reason] in game to privately report a player to staff, or open a ticket if you have screenshots or a longer explanation. To report a chest shop, type /reportshop.

If you were griefed, claim all of your land first, especially around chests, shulker boxes, hoppers and other containers. Then open a ticket. See Claims for how to protect your base.

How do I report a staff member?

Open a ticket on Discord and explain what happened. Include screenshots if you have them.

How do I report a bug?

Type /report bug [description] in game, or open a ticket if the bug needs screenshots or steps to show it.

I lost an item

Open a ticket and tell us which item it was, which realm you were on and roughly when you last had it. See Death & Item Recovery for how to get back to your items after you die.

I have a question about claims

The Claims page covers how to make, resize and trust players in claims. To ask for an abandoned claim, or one made too close to yours, to be removed, type /claimremoval in game while standing in it. See Asking for a claim to be removed. For anything else, such as a claim dispute, open a ticket.

Rules

Type /rules in game to read the server rules.