How to get help from ZombyIO support: support ID and support code
Support happens on the ZombyIO Discord server. Two things make it quick: a support ID, which lets support find your account or your server, and a support code, which proves that the account is yours.
Takes about 2 minutes
Step by step
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Step 1: Write to support
Join the support server and describe the problem there: what you did, what you expected, and what happened instead. A screenshot of the message in Discord helps.
You do not have to explain how your server is set up. With the server’s support ID, support sees which features are on, how they are set and who changed what.
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Step 2: Find your support ID
Open the menu with your avatar at the top of the dashboard and choose Settings. The Support section shows Your support ID, a U followed by eight characters, for example U-7K3M-9QXD. Copy puts it on your clipboard.
The support ID only finds your account. It opens nothing, so you can post it in a support channel without worry. It stays the same for as long as you have the account.
Tip
Search finds it too: press Ctrl K and type support.
zomby.io/settingsSupportWhat ZombyIO support needs to find your account and to know that it is yours.Your support IDU-7K3M-9QXDFinds your account. It opens nothing, so you can pass it on freely.Copy
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Step 3: Find your server’s support ID
Every server has a support ID of its own, starting with S. Open the server in the dashboard: Support ID of this server is at the bottom of its overview.
Give support this ID when the question is about a server, for example a feature that does not react or a role the bot does not hand out. If you manage several servers, it also says which one you mean.
zomby.io/dashboard/…Support ID of this serverGive it to ZombyIO support and they find this server at once.Support ID of this serverS-4HTN-2WPB
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Step 4: Give your support code when support asks for it
Your support code is next to your support ID in your settings: six characters, letters and digits. Only somebody signed in to your account can read it, so naming it proves the account is yours.
Support asks for it before looking at anything that belongs to you personally rather than to your server: your purchases, your Zomby balance, where you are signed in. A code that matches opens those to the one supporter you are talking to, for 30 minutes.
The code changes every 12 hours, at 00:00 and 12:00 UTC. The page shows until when the current one is valid.
Important
Give the code only to ZombyIO support, and only when you wrote to them first. Nobody from ZombyIO asks for it in a direct message out of the blue, and support never needs your Discord password, a Discord login code or a card number.
Thanks, I have the server open. To look at your purchase as well: what is your support code?
A
AlexToday at 14:32
K7M2QX
zomby.io/settingsSupportYour support codeK7M2QXProves that the account is yours. Support asks for it before looking at your purchases or your sessions.
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Step 5: Get a new code if the old one went to the wrong person
Press Get a new code below your support code. The old code stops working at once, and whatever it had opened to a supporter closes again.
You can do this as often as you need to. Your support ID does not change.
zomby.io/settingsNamed the code to the wrong person?A new code makes the old one worthless at once and closes whatever it had opened.Get a new code
Something not working?
The problems people run into most often, and how to fix each one.
Support says my code is wrong
The code changes at 00:00 and 12:00 UTC, so a code read from a page you opened earlier may be the previous one. Reload your settings and read it again. A code named shortly before the change is still accepted for ten minutes after it. Also check that you are signed in to the dashboard with the Discord account you are asking about: every account has its own code.
Somebody sent me a direct message asking for my support code
That is not ZombyIO. Support asks for the code only in a conversation you started, on the support server. Do not answer, report the message to Discord and block the account. If you already named the code, press Get a new code in your settings: the old one is worthless from that moment.
I cannot find the support ID of my server
It is on the server’s overview in the dashboard, which opens for people who may manage the server in Discord (the owner, administrators and anyone with Manage Server). If you cannot open the server in the dashboard, ask somebody who can, or give support the server’s Discord ID instead. ZombyIO must have been on the server at least once for it to have a support ID.
What can support see about me?
Your profile, the servers you manage and how those servers are set up. Your purchases, your Zomby balance and your sessions stay closed until you name your support code, and open for 30 minutes then. Every time a staff member opens your account, that is logged, and both the log and any notes support wrote about your account are in your data export in your settings. The privacy notice has the details.
My account is banned. Can I still reach support?
Yes. The settings page keeps working during a ban, including your support ID and your support code, and the ban notice says why the ban was set and until when. Write to support with your support ID if you think it is a mistake.
Ask in the ZombyIO support server. Bring your support ID, your server’s support ID and a sentence about what you expected to happen, and someone will look at it with you.
