Help, support, and policy resources

Support channels

Channel	Use it for
In-app tickets (primary)	Technical issues, billing questions, account problems, and feature requests. Fastest and most reliable channel. All conversations are tracked and searchable.
Email — legal@ecli.app	Legal questions, compliance inquiries, DMCA notices, or data protection requests. Not for technical support.
Documentation	Browse the docs for guides on every feature. Most common questions are answered here before you need to open a ticket.
Legal center	Read our terms of service, privacy policy, acceptable use policy, and other legal documents.

Log in to the dashboard. You must be authenticated to create tickets.
Navigate to Tickets. Find the Tickets section in your dashboard sidebar or navigation.
Click New Ticket. This opens the ticket creation form.
Choose a category. Select Technical, Billing, Account, Abuse Report, or Other. Choosing the right category routes your ticket to the right team.
Write a clear description. Include: what you were trying to do, what actually happened, server ID or name, full error messages, steps to reproduce, and screenshots or logs if available.
Submit the ticket. You will receive a confirmation and can track the conversation from the Tickets page.
Check back for replies. Support will respond within the ticket thread. Keep an eye on your notification settings so you do not miss responses.

Tip: Attach screenshots, console logs, or config files when possible. A picture of an error message is often more helpful than a description of it.

Open — Your ticket has been received and is waiting in the queue.
In Progress — A support agent is actively working on your issue and may ask for additional information.
Pending — Support has replied and is waiting for your response. Reply promptly to keep the conversation active.
Resolved — The issue has been fixed or answered. The ticket remains readable for reference.
Closed — The ticket is archived. If the issue returns, open a new ticket and reference the old one.

Do this	Avoid this
Include server ID and name	"It's broken" with no details
Paste full error messages	Vague descriptions like "not working"
Describe what you expected vs. what happened	Multiple unrelated issues in one ticket
List steps to reproduce	Demanding immediate responses
Attach screenshots or logs	Sharing sensitive data (passwords, keys)
Mention what you have already tried	Opening duplicate tickets for the same issue

Terms of Service — The full terms governing your use of EcliPanel, including registration, payments, SLA, acceptable use, and account deletion.
Privacy Policy — How we collect, store, and process your personal data. Covers data retention, third-party processors, and your rights under GDPR.
Acceptable Use Policy — What you can and cannot do on the platform. Covers prohibited content, mining restrictions, AI usage rules, and consequences for violations.
Cookies Policy — Information about cookies and tracking technologies used on ecli.app.
AI Policy — Rules around AI usage on the platform, including what is allowed in AI Studio and what is prohibited on infrastructure.
Email Policy — Guidelines for email communications, anti-spam rules, and email-related restrictions.
Minimum Age Policy — Country-by-country age requirements and parental consent rules.
DMCA Copyright Policy — How we handle copyright infringement reports and takedown requests.
Sunset Policy — How inactive accounts and idle servers are handled, including inactivity notices, grace periods, and deletion timelines.

Before opening a ticket, try these steps first.

Read the docs — Check the relevant documentation page. Most common issues are covered in the docs.
Check the console — Open your server console and look for error messages. The console output often tells you exactly what is wrong.
Verify your configuration — Double-check startup commands, environment variables, port mappings, and file permissions. A single typo in a config file can prevent a server from starting.
Try a restart — Sometimes a simple restart resolves transient issues.
Check resource usage — If your server is slow or crashing, look at the resource rings on the server card. If CPU or RAM is maxed out, you may need to increase your allocation.
Open a ticket — If none of the above works, open a support ticket with all the details you gathered during troubleshooting.

For onboarding, see Getting started. For server control and troubleshooting, visit Server management. For account inactivity and server sunset rules, see the Sunset policy.