Support Policy
Version 3 · Effective October 2, 2026
Getting help
Browse Help for guides. For personal assistance, open Support tickets in your account, then choose Open a ticket. Follow replies in the same thread. Choose the affected service or Question for a general request. Email support is also available 24 hours a day, seven days a week using the support route listed on this page. Include the service or order number, the game, and the time of the problem. Never send a password, secret key, or recovery code.
What support covers
We help with ordering, provisioning, account access, panel controls, network reachability, and problems caused by Host Matey infrastructure. For game servers, we can help identify whether a startup problem is in the base server, but custom mods, plugins, worlds, scripts, and third-party services are customer-managed unless your order says otherwise. Unmanaged VPS support covers the host and network, not administration inside the guest operating system.
Service incidents
We prioritize service-wide outages and security issues. We may ask for logs or permission before changing customer files. Contacting support does not create an uptime guarantee or a fixed response deadline. We will use the account contact route for material incident updates.
AI and human support
Host Matey AI Support can answer questions in any category using the published Help and policies and approved guidance. AI replies are labeled. Choose “That fixed it” to confirm resolution, “Still need help” if a suggested fix failed, or “Request staff” at any time. After two fixes you report as unsuccessful, your ticket moves to staff in the same conversation. Requests requiring a refund, account change, privacy action, abuse investigation, or other action outside AI access are handed to staff. Asking about a policy does not itself request such an action. Silence does not close an AI ticket. A new reply reopens a resolved ticket.
Contact Hostmatey LLC
For service or billing help, open a support ticket in your account and follow replies there.
For privacy requests or abuse reports, use the addresses below. You can also email support if you cannot access your account.
Support: support@hostmatey.com
Alternate support: Hostmateymaster@gmail.com
Billing: Hostmateymaster@gmail.com
Privacy: Hostmateymaster@gmail.com
Abuse: Hostmateymaster@gmail.com
Support hours: Email support available 24/7