General
General
11 ArticlesWhat to Expect After Submitting a Support Ticket
Once you submit a ticket, our support team gets to work and the status will update as things move along. This article goes over how to check the status, what it means, and frequently asked questions about our support system. --- How to Check Your Ticket Status Ticket status can be checked through the Client Area or Control Panel, but we recommend the Client Area. Checking ticket status through the Client Area 1. Log in to the Client Area. 2. Open the Support dropdown and select Tickets. Once opened, the tickets list should clearly display the status of your ticket. What Your Ticket Status Means Once you submit a support ticket, you may notice that its status updates as our team works on it. These statuses show where your ticket is in the support process and whether action is needed from our team or from you. | Ticket Statuses | What it Means | |----------------|---------------| | Open, Customer-Reply, Awaiting Staff Reply | Your ticket is open in our queue and is waiting for a response from our support team. | | In-progress | A support agent is actively working on your ticket. | | On-hold, Under Review, Escalated | Your ticket is being reviewed or handled by another team and may be temporarily put on-hold. We will follow up with you in your ticket as soon as there's an update. | | Awaiting Customer Response | We’re waiting on a reply from you, usually requesting confirmation or additional information. | | Answered | We’ve sent a response to your ticket. Check our reply and follow up with us if needed. | | Closed, Response Acknowledged | Your ticket was closed, usually after a long period of inactivity. If you were still expecting a response, check your ticket as it was likely already answered. You can reply at anytime to reopen the ticket if needed. | Ticket Response Times Our support team works 24/7 and responds to each ticket shortly after submission. If your ticket requires additional expertise, it is escalated to our technical or billing teams. While we aim to resolve escalated tickets as quickly as possible, some may take up to 24–48 hours, depending on the complexity of the issue, and the availability of our most experienced support members. Busy Periods During holidays or periods of limited team availability, response times may take longer than expected. As long as your ticket status shows it is still in the queue, it is waiting for our team and will be responded to as soon as possible. On-Hold Tickets On-hold tickets are less common and may involve deeper technical issues that require input from our IT specialists, panel developers, or other teams with more limited availability. We are actively working on them and will follow up once there is an update. --- Can I Submit Multiple Tickets? We only recommend opening multiple tickets for different issues. Opening multiple tickets for the same issue can slow down support and cause confusion for our support team. If you have already submitted a ticket for the issue, please refer to that ticket instead of opening a new one. This helps us track it efficiently and allows us to respond to you faster. Can I Bump My Ticket? If you already have a ticket open and don’t have any new information to add, please avoid “bumping” it by sending a response. Your ticket’s status can be checked at any time. If it’s still awaiting a response, our team will get to it as soon as possible – there's no need to bump it. Repeatedly bumping a ticket can actually slow things down, as it may cause the ticket to move between queues and delay our response. Why Was My Ticket Closed? If your ticket is closed, but you were expecting a reply, it was likely already answered. Tickets are typically only closed after a response has been sent by our support team. Our system automatically closes answered tickets after a long period of inactivity. If your ticket was closed unexpectedly, you can reply at any time to reopen it. It will return to our queue, no matter how much time has passed. Can I Close My Ticket? Tickets can be closed through the Client Area or Control Panel. Closing a ticket through the Control Panel 1. Open the Control Panel. 2. Navigate to the Support button on the left sidebar. 3. Open the ticket and select Close Ticket. Closing a ticket through the Client Area 1. Log in to the Client Area. 2. Open the Support dropdown and select Tickets. 3. Open the ticket and select Close. --- To learn more about server hosting, you can browse our library of Knowledgebase articles here.
How To Validate Your Game Files Using Steam
If you experience issues with your Steam game like stuttering, glitches, or missing/corrupted files, you may need to validate your game files. Validating your game through Steam will ensure that you have the original game files and that any missing files from your installation are restored to their original form. --- Validating Your Game Files You can validate your game files through the Local Files tab located under your desired game's properties. 1. Open Steam and Click Library. 2. Locate and right-click your desired game, then select Properties. 3. Go to the Installed Files tab, and click Verify Integrity of Game Files. 4. Wait for your game to finish validating and Start your game.
How To Upgrade Or Downgrade Your Service
It is possible to upgrade or downgrade your service at any time. This process takes just a few easy steps and will automatically upgrade your server once the steps are completed. There won't be any file loss or IP changes when upgrading your service - your server will simply be adjusted to the new plan you select. 1. Open your server's control panel. 2. On the left-hand sidebar, click 'My Plan'. 3. Under Plan Details, select Change Plan. 4. Select the plan you would like to Upgrade or Downgrade to, and click Next Step. 5. Choose your preferred billing cycle, and click Next Step. ::ProseNote{title="Note" description="You cannot change any product customisations when you are already changing your plan or billing cycle. Please finish your current upgrade and then return to this page to customise your plan." appearance="default"} :: 6. Select any extra product customisations you would like for your server, and click Next Step. 7. Review the changes with your upgrade, and select Upgrade to confirm. 8. You will be automatically redirected to the invoice generated under your account. Your server will be upgraded immediately after your payment is received. If your next renewal invoice has already been generated, you will need to pay this before making any changes to your server package. This doesn't mean you will be paying any extra - our system will only require you to pay the prorated amount when upgrading and you can receive a prorated credit refund of the extra amount you've paid if downgrading by submitting a ticket to our Billing Department.
How To Take An MTR Report
There are a variety of reasons you may experience connection issues to your server. MTR reports are useful tools that allow our support team to verify if and where connection issues are happening, regardless if the issues are on your client, server, or somewhere in between. --- Prerequisites: Before getting started, you will need to install an MTR program. Below are a few recommended programs based on your OS: | OS Type | Specific OS | Installation Instructions | | ----- | ----- | ----- | | Windows | Windows 98 and up | https://sourceforge.net/projects/winmtr/ | | macOS | \ | brew install Homebrew (Homebrew required) | | Linux | Debian/Ubuntu | apt install mtr-tiny | | Linux | CentOS/RHEL | yum install mtr | | Linux | Arch Linux | pacman -S mtr | Performing Scans: ::ProseNote{title="Note" description="Instructions vary between MTR programs." appearance="default"} :: MTR reports test the connection to an IP every one second. The longer the MTR report, the better. The minimum required test duration is 5 minutes (300 packets), however, we recommend 17 minutes (1000 packets). You can follow these steps to create an MTR report using WinMTR: 1. Download the WinMTR utility and run it. 2. Under the Host field, enter your server's IP address. 3. Press Start to start the scan. 4. After 300-1000 packets have been scanned, press Stop. After you are done, please upload the results to our pastebin and provide it to our support staff.
How To Identify Your Server's IP Address And Port
To get started, you need to identify the address of the server you want to join. If you own a Shockbyte server, you can find your server address on your control panel. This will be labeled as IP Address. In the example above, the server address is Breaking this down, the server IP is the set of numbers before the symbol while the numbers after this are the server port. For more information on how to join your server, check out our guides below. How to Join a Minecraft Server (PC / Java Edition) How to Join a Minecraft Pocket / Bedrock Edition Server How to Join Your ARK Server How to Connect to Your Rust Server How to Join Your Valheim Server How to Join Your Terraria Server (on PC) How to Join Your 7 Days to Die Server Our other games can be found in our knowledgebase here.
How To Find Your Steam Or Epic ID
Whether for whitelisting or banning players, or granting or revoking permissions, you'll need to know the player's ID. This guide explains how to find them. --- STEAM64ID 1. Navigate to the SteamID website. 2. Once here, enter any (1) of the following player information: Steam username Steam profile URL SteamID SteamID3 3. Copy the steamID64 value. EPIC GAMES ID (FOR ARK SERVERS) 1. Launch the Epic Games version of ARK and load into a single-player game. 2. Press TAB once, type then press ENTER. 3. Copy the ID listed. ::ProseNote{title="Important" description="It appears Epic users have a different ID on each device they connect from. At this time, it is not possible to verify Epic IDs so players may need to be whitelisted more than once if connecting from multiple devices over time." appearance="default"} ::
Change Your Server Location
Here at Shockbyte, you can choose the location where you want your server to be hosted from. Our available locations are North America, Europe, Asia, and Australia. When choosing your server location, you want to pick the one that's geographically closest to you or your player base (where most of your players are located). You can use the latency shown in the region selection menu as a guideline, or refer to this guide to help you in picking the best location for you: Which server location should I choose? If you did not select a preferred location when you placed your order, your server will be created in any of our available locations, usually North America or Europe. You may also have just picked the wrong location which doesn't appear to be the best location for your player base. With Shockbyte, you have the option to change your server location anytime to any of our available locations. Simply follow the instructions provided below: ::ProseNote{title="Important" description="Changing your server location will cause for your server address (IP and port) to change." appearance="danger"} :: Transferring A Server You can easily transfer your server via the Shockbyte Panel. 1. Open your server's control panel. 2. On the left-hand sidebar, click 'My Plan'. 3. Under Location, select Transfer. 4. Select the location you want to transfer your server to, confirm that you are okay with your server's IP being changed, and initiate the transfer by clicking Transfer. 5. Confirm that your IP address will change, and you will be unable to use your server. Click on Continue. 6. Wait for your server to be transferred. The duration of the transfer depends on the size of your server. That's it! You and your players can now enjoy a better connection to your newly relocated server!