Contacting Support

Support at Nerotek is personal and direct: you talk to the people who built what you bought, in a conversation — not through a forum, a bot maze or a numbered queue. Discord is the primary channel; Telegram is the secondary one for when Discord is not an option. Everything about a purchase — questions, payment, delivery, license resets, bugs — starts in one of those two places.

#The channels

#Always include your order ID

For anything touching a purchase — payment, delivery, licensing, refunds — the order ID is the first thing that belongs in the ticket. It is how staff find your order instantly instead of searching by email or memory. Your dashboard shows every order with a one-click copy button, so there is no excuse for a ticket without one (see How to Buy).

#Good ticket hygiene

• One issue per ticket. A ticket about one thing gets solved about that thing; a ticket about five things gets solved about none of them.
• Describe the arc: what you did, what happened, what you expected. Three sentences of context save a round trip.
• Paste real output. Console errors belong in the ticket as text (in a code block), not as a screenshot of text — and the first error in a startup log is usually the real one.
• Say what changed. "It stopped working after the host move" is the single most useful sentence in a license ticket.
• Pick one channel and stay in it. The same question in Discord and Telegram at once splits the conversation that is supposed to help you.
• Mind the rhythm. Most purchase and delivery steps are handled personally and usually complete within hours; complex issues can take longer. There is no fixed SLA — there is a person reading, and that person answers.

#Before you open the ticket

Two resources answer a surprising share of questions: Common Issues & Fixes covers the problems buyers run into most, and the [status page](/status) shows live whether the license server and the store are healthy. A thirty-second check there can save you a ticket — and if the answer is not there, the ticket you write will be a better one.