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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.

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!