Find your way.

Before opening

• Select the most specific category.
• Search the documentation for an existing answer.
• Gather message links, dates, screenshots, transaction references, or reproduction steps.
• Open one ticket for one issue; do not duplicate an active request.

Inside the ticket

• Answer Lyxia’s questions accurately and completely.
• Be patient and do not repeatedly ping staff.
• Keep the conversation relevant, respectful, and safe for work.
• Never fabricate, crop misleadingly, delete, or alter evidence.
• Do not add other members unless staff request it or their participation is necessary.
• Do not publish ticket messages or transcripts without authorization.
• Follow staff directions and allow the assigned team to investigate.

Prohibited misuse

• Joke, test, spam, revenge, or harassment tickets.
• Reopening the same resolved issue without new evidence.
• Using tickets to evade an appeal restriction or pressure an individual staff member.
• Submitting passwords, tokens, backup codes, or unnecessary personal data.

What if I selected the wrong category?

Tell staff once. Authorized staff can move the ticket; do not close it and create duplicates unless instructed.

Create a ticket