Check the status page
If we already know about it, it is there with a start time.
Help
Something not working? Start here.
Most problems come down to five or six things. The quick checks below solve the majority of them. If none of them help, open a ticket and we will go through the logs with you.
Try this before anything else
Restart the game, then your router. It sounds like a joke and it fixes about half of what gets reported to us. Then check you are on the version the server runs, because a mismatch shows up as a vague error that looks exactly like a dead server. If a friend can get in and you cannot, the problem is on your side, and that is good news: it means you can fix it yourself.
When it is us, we say so
Servers restart, an update goes sideways, a host has a bad night. When that happens it goes on the status page and into Discord before anyone has to ask. If the status page says everything is fine and you still cannot get in, the ticket is worth opening, because you may be seeing something we are not.
How it works
Restart the game and your router
Boring, unglamorous, fixes a surprising share of reports.
Confirm your version and the address
A wrong version or an old address looks identical to a server that is down.
Open a ticket with details
Game, server, time, what you saw, screenshot of the error. That is enough for us to search the logs.
Connection timed out
Usually the network between you and the server rather than the server itself. Try mobile data or another network and you will know which side is at fault.
Wrong game version
Your client is newer or older than the server. The version is on the servers page, switch your profile and try again.
Kicked for lag or packet loss
Weak Wi-Fi loses packets long before a speed test notices. Use a cable if you can, or move closer to the router.
Lost items or progress
Tell us what, when and where. Ordinary deaths stay yours, but if it was our fault, a crash or a rollback, we put it right.
Banned without warning
Look up the record on the ban list first. The reason and the ban ID are both there, and you need them to appeal.
Discord tickets not showing
Ticket channels need the verified role. Read the rules channel, accept them, and the button appears.
Before you open a ticket, have this ready: game, server, date and time with your timezone, and a screenshot of the error. Without them we are guessing.
FAQ
Frequently asked questions
Why can I not connect when my friend can?
Almost always the version, the network or an old address left in the list. Compare all three with your friend and the difference is usually obvious.
Is the server down?
Check the status page. Incidents are posted there with a start time and updated until they are closed. If nothing is posted, the servers are up as far as we know.
Connection times out on one network but works on another.
Then the servers are reachable and something on the first network is blocking the traffic. School, work and public networks very often block game ports.
Do you restore items lost to a bug?
If the bug is ours and the logs confirm it, yes. Ordinary deaths, falls into the void and your own mistakes stay yours. That part is in the rules.
Pick a server and play tonight
Low ping in the EU, moderation that answers, and progression you earn instead of buy.