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Troubleshooting Support-Bot issues

General issues​

The bot is offline or not responding​

  • Make sure the bot is online in your dashboard.
  • Try reloading the bot using the reload button on the dashboard.
  • Check that the bot has been invited to your server and has the required permissions.

Commands are not showing up​

  • Make sure the feature related to the command is enabled in your dashboard.
  • Verify that the bot has permission to register slash commands on your server.
  • Try kicking and re-inviting the bot using the invite link from your dashboard.

The bot is not sending messages​

  • Check that the bot has the "Send Messages" and "Embed Links" permissions in the relevant channels.
  • If using ticket categories, make sure the bot has permission to manage channels in the category.

Modmail issues​

Users cannot open tickets via DM​

  • Verify that Modmail is enabled in your dashboard.
  • Check that maintenance mode is not enabled.
  • Ensure the user is not on the blocklist.
  • Make sure the user shares a server with the bot and has DMs enabled.
  • If opening hours are configured and "completely disable message processing outside opening hours" is enabled, tickets cannot be created outside your opening hours.

Ticket channels are not being created​

  • Verify that the configured ticket category exists and the bot has the "Manage Channels" permission in it.
  • Check that the category is not full (Discord limits categories to 50 channels).

Messages are not being relayed​

  • Check that the ticket channel still exists and the bot has permission to send messages in it.
  • Make sure maintenance mode is not enabled.
  • Verify that the user has not been blocked.

Ticket System issues​

Users cannot open tickets​

  • Verify that the Ticket System is enabled in your dashboard.
  • Check that maintenance mode is not enabled.
  • Ensure the user is not on the blocklist.
  • If "Allow only one ticket per user" is enabled, the user may already have an open ticket.
  • If ticket topics with required roles are configured, verify the user has the necessary roles.
  • If opening hours are configured, check whether the support bot is currently closed.

Ticket opening messages are not appearing​

  • Make sure you have configured at least one ticket opening message in your dashboard.
  • Verify that the bot has permission to send messages in the configured channel.
  • Reload the bot after making configuration changes.

Claiming is not working​

  • Verify that ticket claiming is enabled in your dashboard.
  • Make sure the claim button is enabled if you want staff to claim via button.
  • Check that the notification channel exists and the bot has permission to send messages in it.

Voice Support issues​

The /voice commands don't show up​

  • Voice Support is an early-access preview. The /voice commands only register while the server owner holds the ScootKit Membership Early Access perk.
  • Make sure Voice Support is enabled in your dashboard.
  • Reload the bot after flipping the Early Access or Enable Voice Support toggles - the slash-command list only refreshes on bot restart.

Voice Support is stuck offline​

  • Check the State mode. In staff-presence mode, Voice Support is closed until at least one staff member joins a channel in the support category. In opening-hours mode, it's closed outside your configured opening hours.
  • Make sure a member of a staff role is connected to a voice channel inside the support category (not the queue channel itself).
  • If you just toggled Voice Support on, give the dashboard embed up to 60 seconds to re-render - the status ticker runs once a minute.

Users aren't getting position DMs​

  • The user must have direct messages from server members enabled in Discord privacy settings. The bot can't DM a user who has DMs closed for the server.
  • Check that the user actually joined the queue voice channel - not a support channel directly.
  • If position updates stop arriving mid-wait, the user may have deleted the original DM message; the bot edits the existing DM rather than sending a new one.

"Pull Next User" button does nothing / is disabled​

  • The button is disabled while Voice Support is offline or the queue is empty - check the dashboard embed's status.
  • The staff member clicking must be sitting in a support channel (any voice channel in the support category other than the queue channel). Clicking from the queue channel is intentionally ignored - being in the queue is for users, not staff.
  • Confirm the clicking member has one of the configured staff roles.

Waiting music isn't playing​

  • Verify waiting music is enabled and at least one track is configured in the waiting-music section.
  • If three tracks failed to stream in a row, the bot automatically disables playback and posts a notice in the dashboard channel. Fix or replace the failing URLs and re-enable music.
  • With Join on demand enabled, the bot only connects once a user joins the queue channel - an empty queue means no music is streaming by design.
  • AI-generated tracks that 404 after being deleted from the file library will fail to play - regenerate or upload a replacement.

Queue channel name doesn't change between open/offline​

  • Make sure Enable channel rename is on and both the online/offline names are set - a blank target name simply skips that transition.
  • Discord rate-limits channel renames to 2 per 10 minutes. The bot enforces a 4-minute cooldown on its side; rapid open/close flaps may queue a rename until the cooldown clears.
  • Confirm the bot has Manage Channel permission on the queue channel.

Still need help?​

If your issue is not listed here, feel free to create a ticket on our Discord server - we're happy to help!

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