Discord & support
How to open a ticket
The right channel, the right format, and what gets you fast help.
Where to open it
In our Discord, open a new ticket in #support-tickets. The channel spawns a private thread between you and staff; nobody else in the server sees the contents.
If you've never been in the Discord, join here and accept the welcome bot's role assignment first.
What to include
A useful ticket has, in this order:
- Order ID (from the SellAuth receipt email).
- What you tried, in 2–3 lines.
- What happened, in 2–3 lines.
- Logs — the verbose log from
Launch Nimbus.bat --verbose, pasted in a code block or attached as a file. - Screenshots of any error dialog.
The tickets we close fastest are the ones where step 4 is already attached.
What not to include
- Do not paste your full license key in a public channel. Staff will DM if we need it. The first 6 chars are enough to identify the account.
- Do not paste your HWID hash. It's not secret, but pasting it in public channels is what scammers screenshot to fake "look I'm Nimbus staff" DMs.
- Do not @ ping staff in #general. Open the ticket; the bot pings the on-call automatically.
Response time
During peak hours (4–11pm Eastern), tickets get a first response in under 30 minutes. Overnight it's usually a few hours. The peak-hour schedule is published in the Discord's pinned #announcements.