How our support works, how fast we answer and what we can and cannot help with.
The short version
- Tickets are answered in order of priority, payments first.
- Typical first reply is within a few hours, appeals within 24 hours.
- Tickets without a reply from you for 7 days are closed automatically.
- Be respectful — abusive tickets are closed.
01Channels
- Website tickets — the official channel for payments, appeals and reports.
- Discord — quick questions and community help.
- Email team@villagerust.com — if you cannot sign in.
02Response times
Response times shown on the Support page are averages from the last 60 days. Staff are volunteers and players too; we answer as quickly as we can, every day.
03What we help with
- Connection problems, VIP activation and payments.
- Reports of cheating and rule breaking (evidence helps).
- Ban and mute appeals.
- Bugs on our servers and website.
We cannot restore items lost to raids, bugs in Rust itself, or progress lost because of a wipe.
04Payment issues
Choose your order in the ticket form. Do not open a chargeback before contacting us — chargebacks remove VIP and may lead to an account suspension.
