Support · Plany Docs

Support

Open a support case from the console or the CLI, attach screenshots and logs, and talk to Plany on it until the problem is fixed.

A support case is a conversation with Plany about one problem. You open it from the console or the CLI, say which product and which part of it is affected, and everything after that — our replies, yours, and the files either of us attach — is kept on the case.

Opening a case

Support → Open a case → choose the product, the feature and (optionally) the resource → describe the problem → Open case

What a case asks for:

Product — Game servers, Sandbox, Billing and so on. Pick Something else if nothing fits.
Feature — the part of the product the problem is in, like Players can't connect or Builds, uploads and mods. Every product has Something else too.
Resource — optional, and the most useful thing you can give us. If the case is about one game server or sandbox, name it, and we can look at its state and recent history straight away rather than asking you which one it is.
Title — one line, up to 140 characters.
Description — what happened, what you expected, and when.

What happens next

You get a reply on the case straight away confirming it is open and who is looking after it. From then on:

A person at Plany reads it and replies on the case.
You reply on the case too — from its page in the console, or with plany support cases reply.
The case shows whether it is waiting on you or on us.
When we believe the problem is fixed, we resolve the case with a note saying what was done.

Cases opened by an account on the Pro plan are given priority for the whole life of the case.

Attachments

Add screenshots, screen recordings, log files, JSON, PDFs or zip archives when you open a case or with any reply — up to ten files a message, 100 MB each. They are visible only to people on your account who can read the case, and to Plany.

What a case's status means

Status	Meaning
Open	Somebody is expected to reply. The case shows whether it is waiting on you or on us.
Resolved	We believe the problem is fixed, and the resolution is shown on the case. Reply to reopen it if it isn't.
Closed	The case is finished and cannot be reopened — open a new one if you need more help. Its whole conversation stays readable.

You can close a case yourself at any time from its page, or with plany support cases close.

Email

We email you when the case is opened, whenever we reply, and when we resolve or close it. Each reply email includes what we wrote, so you can tell from your inbox whether it needs you now.

Don't reply to the email — it is sent from an address nobody reads. Reply on the case in the console or the CLI, and the conversation carries on there.

Support emails can be turned off in your notification settings. Nothing is lost if you do: every message is on the case.

From the CLI

Shell

1plany support topics                     # the products and features a case can be about
2plany support cases list                 # your cases
3plany support cases get <case>           # one case
4plany support cases messages <case>      # its conversation
5plany support cases create               # open one
6plany support cases reply <case> -m "…"  # write on one
7plany support cases close <case>         # close one

Who can open a case

Anyone on the account whose role includes support access — the account owner, administrators and billing administrators. Account viewers can read cases but cannot open them.