Community & Support
Help comes through three channels, all reachable from the dashboard's Support form: a ticket (a dedicated thread, usually the fastest), email, or a public post on the community forum. Support is staffed 24/7 and paid plans get priority. The forum also carries tutorials, polls, giveaways and reviews, and is free to read without an account.
Community forum (dashboard)
From Community, publish posts in different categories: Discussion, Question, Tutorial, Bug Report, Announcement, Project Showcase. A rich text editor is available, along with search and comments.
- Polls — title, description, answer options, end date.
- Giveaways — contests with a title, number of winners, end date.
- Opinion (reviews) — 1 to 5 star rating (must be written in English).
Getting help (dashboard)
The Support form offers a subject (general inquiry, technical support, billing, suspended server/account, request a new egg, report a post...) and a rich message field with image upload. Three channels to choose from:
Community
A public post on the forum.
A classic email reply.
Ticket
A dedicated conversation thread, usually the fastest response.
waifly.com anymore: all tickets are now created and tracked from dash.waifly.com/support (the "Ticket" channel above).
Which channel to use
Ticket — anything tied to your account: billing, a suspended server, a payment that did not register, a resource increase. It is a private thread, staff see your account alongside the message, and it is usually the fastest route.
Email — the same as a ticket but answered in your inbox. Useful when you want a written trail outside the dashboard, slower in practice because there is no shared context.
Community — anything another customer could answer: a runtime error, a deployment that will not start, a question about what is possible. Public, searchable, and free to read without an account. Posting requires one.
What to include so the first reply is useful
- The server name or panel URL — without it the first reply is a request for it.
- The console output, not a summary of it. Screenshots are accepted; the support form takes pasted images.
- What you changed just before it broke. Most "it stopped working on its own" reports turn out to follow a dependency bump or an edited startup command.
Response times and priority
Support is staffed 24/7, and paid plans are answered first. Nano, Mega and Giga carry priority support; the free plan is answered on the same channels without that priority. A ticket about a suspended server is handled ahead of a general question, whatever the plan.
Before opening anything, two pages resolve most cases on their own: the anti-abuse rules explain nearly every suspension, and status.waifly.com shows whether the problem is yours or ours.