# Support

How to reach the FiveDash team, what to send along and each plan's support level.

Source: https://fivedash.fivex.gg/docs/en/help/support

If the docs and the [Troubleshooting](https://fivedash.fivex.gg/docs/en/help/troubleshooting) page didn't solve it, contact the FiveDash team. This page shows the contact channel, what to send so we can fix it faster and each plan's support level.

## How to reach support

| Channel                    | How to use it                                                                                                                                                                                            |
| -------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| E-mail                     | Write to `support@fivex.email`                                                                                                                                                                           |
| **Contact support** button | Shows on some dashboard screens, like **Organization suspended** and when payment isn't available yet. It opens your e-mail app with the support address filled in.                                      |
| Error messages             | Some messages already include the support e-mail, like **This server is already in another FiveDash organization. If it's yours, contact …** and **This account has been suspended. Contact support: …** |

## What to send along

### Who you are

Your FiveDash account e-mail and the organization's address (e.g. `cidade-exemplo`).

### Where it happened

The server and the dashboard path (e.g. **Discord → Tickets**) or the page URL.

### What shows

The exact error message, ideally with a screenshot. For the resource, the output of `fivedash status` in the console.

### What you already tried

The steps you already took, so they aren't repeated.

> Never send the server key (`fdk_…`), the Discord bot token, payment provider keys or your password. Remove the `Key` line before sending `config.lua` or console output.

## Support by plan

| Tier      | Support             |
| --------- | ------------------- |
| **Plus**  | Ticket              |
| **Pro**   | Priority            |
| **Ultra** | Priority + WhatsApp |

> Ultra customers also get WhatsApp support. The WhatsApp contact isn't shown in the dashboard: ask for it through the support e-mail.

## When to contact support

| Situation                                                   | Why                                             |
| ----------------------------------------------------------- | ----------------------------------------------- |
| **Organization suspended**                                  | Only the FiveDash team can lift the suspension  |
| **This server is already in another FiveDash organization** | The team confirms the server is yours           |
| **This account has been suspended**                         | The team explains why                           |
| **Pix coming soon** or **Dollar payments coming soon**      | To keep your plan while payment isn't available |
| More than 20 extra servers                                  | The plan's limit is 20; the team can allow more |
| The bot stays **Offline** for a long time                   | It may be something on FiveDash's side          |
| A paid Pix that didn't confirm                              | The team checks the payment                     |

## Next steps

[Troubleshooting](https://fivedash.fivex.gg/docs/en/help/troubleshooting)

Fix most errors yourself.

[FAQ](https://fivedash.fivex.gg/docs/en/help/faq)

Quick answers.

[Plans and billing](https://fivedash.fivex.gg/docs/en/getting-started/plans-and-billing)

Each plan's support level.

[Account and security](https://fivedash.fivex.gg/docs/en/dashboard/account-and-security)

Protect your account.