Support
There is one place to ask for help: a ticket on the Nebula Games bot panel. This page tells you what to open a ticket for, how to appeal a punishment, and how to report a bug.
For anything to do with your account, an order, a payment, a refund request, or something you bought and did not receive.
Tickets go through the bot panel at bot.nebulagames.cc. Sign in with the Discord account you use for Nebula Games. A ticket keeps the whole conversation in one thread, which is faster than asking in chat and means nothing is lost if someone else picks it up. Staff match your ticket to your Minecraft username and, if you have run /link in game, your Discord ID.
| Minecraft username | Exactly as it appears in game. This is how staff find your account. |
| Order ID | Shown on the confirmation screen after checkout and on your account page under Your orders. |
| What happened | What you expected, what happened instead, and roughly when. |
| A screenshot | Useful if you can take one. Not required. |
How long you wait for a reply: [OWNER TO COMPLETE: the response time you are prepared to stand behind — for example, a first reply within 24 hours — and the hours staff are usually around. Do not promise faster than you can deliver.]
Refund requests start with a ticket as well. [OWNER TO COMPLETE: state whether refunds are offered and link the refund policy here once it is published.]
A purchase is written to your account, and the game servers read it from there. Give it a minute or two, then leave the server and rejoin. If it is still missing, open a ticket with your order ID and the username you bought it for. Do not buy the same thing a second time to try to fix it.
Bans, mutes, kicks and warnings are all listed on the punishments page.
Look your username up on the punishments page first. Each record shows the type, the reason, who issued it, when it was issued and when it expires. Quote that record in your appeal and say why you think it should be lifted. Appeals are opened as a ticket on the same bot panel.
Punishments apply across every server and in Discord at the same time, so one appeal covers all of them.
Something broken on a server or on this site — an item that vanished, a command that errors, a rank that did not apply.
Open a ticket and describe it as precisely as you can. The more of this you include, the faster it can be reproduced and fixed.
| Which server | Prisons, Earth Planet, Sky Planet, and so on. |
| What you did | The steps that led to it, in order. |
| When | The date and roughly the time, so staff can check the logs. |
| Proof | A screenshot or a short clip if you have one. |
Ideas and feature requests are not bugs. Post those on the suggestions page, where other players can vote on them.
A store that takes money should say who is behind it and how to reach them in writing.
| Trading name | Nebula Games |
| Store | buy.nebulagames.cc |
| Game address | play.nebulagames.cc |
| Support | Ticket panel at bot.nebulagames.cc |
| Written contact | [OWNER TO COMPLETE: a postal address or a monitored email address a buyer or a parent can write to.] |
| Payments | PayNow.gg |
[OWNER TO COMPLETE: the legal name of the person or company trading as Nebula Games, plus a company registration number and registered address if one exists. Do not publish this page without a written way to reach you.]
Checkout is handled by PayNow.gg, not by Nebula Games. PayNow takes the payment and holds your billing email address and the IP address you paid from. Nebula Games stores your Minecraft username and UUID, your Discord ID once you have linked it with /link in game, your order history, and any punishment records.
PayNow is not in live mode yet, so no payment has ever been taken through this store. [OWNER TO COMPLETE: delete this line once PayNow is switched to live mode.]
Some things are outside this store, and saying so up front saves you a wait.
Nebula Games is not affiliated with Mojang or Microsoft. If you cannot sign in to Minecraft, if your Minecraft account was taken, or if Microsoft charged you for something, that has to go to Minecraft support. Nobody here can see or change your Minecraft account.
No one from Nebula Games needs your Minecraft or Microsoft password, and you should never give it to anyone. Buy ranks and coins only through this store — if you pay another player for them, there is nothing staff can restore.
If you are under 18, ask the person whose card it is before you buy anything. If you are a parent looking into a purchase, open a ticket with the Minecraft username and, if you have it, the order ID or the PayNow receipt, and staff can tell you what was bought and when.
