How to Create a Support Ticket
All of our support on Asgard happens through tickets in the Discord. Opening one gives you a private channel with the staff team, and nobody else on the server can read what you post there. That privacy matters when you're pasting the email from a purchase or naming a player you think is cheating.
The usual reasons people write in
The obvious reason is the store, for example when a rank or a kit token doesn't turn up after you've paid. We also take ban appeals, reports about players who cheat or break the rules, bug reports and anything else you need a staff member to look at. If you only want to check a rule or the wipe schedule, the info page has it, and typing /help in game prints every command in chat.
Getting one open
- Join our Discord first if you're not in it yet.
- Scroll the channel list until you find #create-a-ticket and open it.
- Press the Create ticket button on the Asgard Support panel.
- A private channel opens that only you and staff can see, and that's where you type your message.
Writing the first message
Every ticket needs your Steam profile link, because everything we sell and every ban is tied to a Steam account and we can't look anything up without it. When the problem is a purchase, put in the email address you used on PayNow as well. If you're reporting a player or a bug, tell us what happened in your own words and attach screenshots if you took any. A long first message with everything in it is much easier for us to work with than a short one we have to come back and ask questions about.
Ban appeals need a bit more care, because you only get one. Nobody gets banned before staff have looked at the evidence, so take the time to set out your side properly in that one message. Two of our rules matter here as well: ban evasion on another account gets every account we can find banned, and if you lend your account to a friend who cheats on it, the ban is still yours.
When a rank or token hasn't shown up
If you bought a rank and it isn't showing in game, relog before doing anything else. If it's still missing 10 minutes later, open a ticket with your Steam profile link and the email you paid with. Kit tokens and boosters arrive within minutes, online or offline, and typing /redeem in game lists every token waiting on your account.
Once it's open
Staff reply to you inside that same private channel. If anything new comes up about the same problem, add it to the ticket you already have, because two tickets about one issue means two people each reading half the story.
There are a few requests we can't help with, and we'd rather you read about them here than in a reply. Ranks are locked to whichever Steam account you signed in with at checkout, and we can't move one to a different account. Sales are final once the rank or points are delivered, and the refund policy has the details. Cancelling a rank doesn't need a ticket at all, since you can do it yourself from the PayNow subscription portal by signing in with the same Steam account. You keep the rank until the end of the period you already paid for.
Anything this post doesn't cover is still fair game for a ticket, and one of us will answer you in there.