Where to Get Help

Channels and best practices for getting help with Discloud-community forums, chat, donor areas, and direct staff support.

🧾 Overview

Multiple support surfaces exist depending on what you need: community troubleshooting, platform usage questions, billing / account issues, or private escalation. This page explains where to post and how to ask effectively.

Staff focuses on Discloud platform issues (deployment, hosting behavior, account, billing). General coding questions are community-driven.

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🗂️ Support Channels

Channel	Type	Audience	Typical Use
Modmail Ticket (Direct)	Private	You ↔ Staff	Billing, account, sensitive data, policy concerns
english-chat	Public chat	All users	Quick platform questions, light discussion
dev-help-english (Forum)	Public threaded	All users	Community help with code / configs
donators-chat	Public (donor‑restricted)	Paid plan users	Donor community discussion
donators-support (Forum)	Public (donor‑restricted)	Paid plan users	Plan-related technical questions
Documentation	Self-serve	Everyone	Official guides & references

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🎫 Modmail (Direct Staff Ticket)

Use modmail for issues that should not be public:

• Billing or subscription management

• Account-specific errors (suspensions, access anomalies)

• Security or abuse reports

• Sensitive logs / PII that must stay private

1

Open a DM with Discloud’s Modmail to start a ticket.

2

Provide concise summary: issue type + affected app ID / plan.

3

Attach relevant (non-sensitive) logs or screenshots.

Do not send raw tokens, API keys, or full environment variable dumps in tickets. Redact secrets before attaching.

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🤝 Community Forum: dev-help-english

Peer-to-peer Q&A. Staff may occasionally reply, but responses are not guaranteed.

✅ Post Effectively

Element	Why It Matters
Clear goal	Helps others understand desired outcome
Repro steps	Enables validation and reproduction
Error snippet	Focuses attention (paste minimal portion)
Environment basics	Language, runtime version, plan tier (if relevant)
What you tried	Avoids duplicate suggestions

🚫 Avoid

Pitfall	Better Approach
Vague: "Doesn't work"	Describe expected vs actual result
Huge unformatted logs	Provide relevant lines
Off-topic platform comparisons	Keep scope to resolving your issue
Irrelevant multi-language tags	Only tag technologies actually used

Search existing threads first, your answer may already exist.

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🔐 Protect Sensitive Data

Never publicly share:

Data Type	Example
Tokens / API Keys	Bot token, service keys
Passwords	Database / dashboard credentials
Private URLs	Internal callback endpoints containing secrets
Personal Info	Email, billing identifiers

Use placeholders: YOUR_TOKEN_HERE, example-db-host.

If you accidentally leaked a credential, revoke / rotate it immediately and notify staff if risk extends beyond your account.

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📚 Learn & Upskill

Recommended free learning partners / content:

JavaScript

TypeScript

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🚀 Before Asking, Check

Item	Why
Docs updated?	Feature may already be documented
Recent changelog / announcements	Behavior could be intentional change
Existing FAQ / troubleshooting pages	Common answers covered
Plan limits	Some errors are quota-related