Support
Help when you need it.
Most issues are resolved automatically. When they are not, your ticket reaches someone who runs the platform, with diagnostics already attached.
Get help
Where to start.
- Knowledge baseSetup guides for games, bots and websites.Browse articles
- Support ticketsOpen a ticket from your account. Diagnostics are attached automatically.Open a ticket
- System statusCheck for known incidents and maintenance before troubleshooting.View status
- Account and billingInvoices, payment methods and services in your client area.Client login
Keep your secrets secret. Hartwell will never ask for passwords, bot tokens, private keys, API secrets or payment card numbers, in tickets, email or Discord.
FAQ
Common questions.
What will Hartwell never ask me for?
Hartwell staff, emails and support bots will never ask for your password, bot tokens, private keys, API secrets or full payment card numbers. If someone does, do not share them and report it to support.
What happens if a payment fails?
You are notified and payment is retried automatically. Services stay online during a grace period before suspension, and they reactivate automatically once payment succeeds. Exact timelines are listed in the Terms of Service.
What if my region is sold out?
You will not be charged. Join the waitlist for that plan and region and you will be notified automatically when capacity opens.
Can I request a new game?
Yes. Open a ticket with the game name. New games are added once a tested Hartwell server configuration is ready.