Support: how to get help on AceV
A problem in game, a question about your account, a player to report or a penalty to appeal? Support runs through Discord, where the staff answers. Below you'll find the right way for each case.
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Support on Discord
The staff and experienced players answer in the support channels. It's the fastest route for a quick question or an in-game problem.
Join our Discord (opens in a new tab) -
Open a ticket
For private matters: appeals, account problems, reports with evidence. The panel on Discord has six categories — Minecraft access first, then general support, ideas and suggestions, the CS2 team, donations and partnership — and each one opens a private channel with the staff.
Open a ticket (opens in a new tab) -
Wiki and guides
Commands, getting started and server mechanics: many answers are already there.
Go to the wiki
Reports and appeals
Seen someone break the rules, or think a penalty you received was a mistake? Here's how to tell the staff, and what to include so they can act quickly.
Report a player
- In game, right awayUse
/helpopwhile it is happening: it goes straight to the staff who are online. - With evidence, on DiscordFor anything that needs proof, open a ticket on Discord and attach screenshots or a video.
What to include
- The player's username
- The mode, and roughly when it happened
- What they did, in a few words
- Screenshots or a video, if you have them
Don't call people out in public chat or on the forum: reports go to the staff only.
Appeal a penalty
Staff decisions are final, but mistakes happen. If you think a warning, mute or ban was wrong, open an appeal ticket on Discord.
What to include
- Your Minecraft username
- The penalty and when you received it
- Why you think it was a mistake
- Anything that supports your explanation
One ticket per penalty. Stay calm and stick to the facts: it helps the staff review your case.
Frequently asked questions
Server issues, staff applications and the other answers we give most often.
How do I get my rank perks?
Perks are activated automatically after purchase. If you don't receive them, contact support with your transaction ID.
Can I get a refund?
Refunds are reviewed case by case. Contact support within 48 hours of the purchase and explain why.
Are payments on the site live?
Not yet: the site checkout is a preview and doesn't charge anything. For questions about ranks, message the staff on Discord.
I copied the IP but I can't get in. Why?
Because the network is still in development and runs on a whitelist: only the names we have added can connect. If you were turned away with “You are not whitelisted”, nothing is wrong with your game or your connection. Ask on our Discord — a ticket under Minecraft — Get Access, or in the chat — give us the exact spelling of your Minecraft name, and we add it by hand. It is free and there is no application.
The server isn't responding: what's going on?
Check the live status and the announcements channel on Discord: maintenance and issues are posted there. If the server answers but tells you that you are not whitelisted, that is not an outage: the network is in development and names are added one at a time — see the question above.
How do I apply for staff?
Applications open from time to time and are announced on Discord. What we ask of a moderator is on the staff page.
Can I play with my friends?
Yes, once each of them is on the whitelist too: ask on Discord and we add them. On Survival you claim land together and /trust each other into it — up to sixteen people on one land at the top rank. On Skyblock you run an island as a team of up to four with /is team. In Bedwars you queue together in a party. PvP is free for all, so there you are on your own.
What are ranks for?
A paid rank adds comfort, not power: a weekly kit, more /homes, a chat prefix, and /fly on the top tier. The full comparison is in the shop.