Where is it stuck?

Guides and fixes live in the forum. If it is about your account or your server, write to us directly.

6 hits
Searches the answered questions
Common

Loading system status

Usually answered within 48 hours

Staffed 9am-10pm, weekends too

German and English

Status page →

Three ways to reach us

Depending on what it is about: the wrong one only costs you time.

Every answer from a human

Discord

Quick questions, finding players, help from others. Someone from the team is there during the day.

Channels
one per game
Team online
9am-10pm
Account details
never in chat
Join Discord

Forum

Guides, setups and solved cases: everything that has to be findable again. Reading needs no account.

Areas at launch
4
Moderated
by the team
Beta seats
200

Email

Anything about invoices, contracts or server data. Write from the address you ordered with.

Answer
usually within 48 h
Address
info@cloud-spheres.com
Server outage
automatic e-mail
Go to the form

Check yourself first: much of this is faster in the panel than any answer from us.

Change RAMRestore a backupDownload an invoiceRestart a server

If your server goes down

You do not have to write to us for that. You get an automatic e-mail, in addition to the notification in your dashboard.

  • Crash or failed installation

    A running server ended unexpectedly and is restarted automatically, a server keeps crashing and was stopped, or its first installation failed: you and the admins of that server get an e-mail within seconds.

  • Host unreachable

    The machine your running server lives on is unreachable for a few minutes: the e-mail follows after a few minutes, because we need to see it twice, about 5 minutes apart.

  • Order not provisioned

    A paid order could not be set up even after several attempts: as soon as that is certain, the e-mail goes out immediately.

The e-mails only go out if “Email Notifications” and “Server Notifications” are both switched on under Account > Notifications (both are on by default). To avoid mail storms, there is at most one e-mail per server and event type every 30 minutes and at most 10 such e-mails per account per hour. The notification in the dashboard still appears every time.

Platform-wide incidents that are not tied to one of your servers are not sent by e-mail. You will find them on the status page and in the RSS feed.

Notification settings →Status page →RSS feed →

Contact form

Write to us directly

Goes as mail to info@cloud-spheres.com, the reply comes to your address, usually within 48 hours. You do not need an account.

We only use it to reply to you.

Urgent is for servers that are down.

At least 10 characters. Server name, time and error message help us most.

* Required field

We store what you enter only to handle your request. More in the privacy policy.

What happens next

  1. Receipt confirmed

    Immediately by mail, with a reference number.

  2. Someone looks into it

    For server questions we check the log first.

  3. Answer within 48 hours

    Usually much sooner. A person writes it, the team is staffed 9am-10pm.

So one message is enough

  1. 01Server address or ID
  2. 02Time of the incident
  3. 03Last 50 console lines
  4. 04What you have already tried

Other enquiries

Straight to the right place, that saves a hand-off.

Addresses are in the imprint too