Ask for help in Discord
Open the PPS Discord server and describe your issue in tech-support. Include what you were trying to do, what happened, and any error message. If the support assistant offers a Request support button, click it to open a numbered ticket. Continue the conversation in that ticket’s linked Discord post so the team can follow the issue in one place.
Use the support website
Visit the PPS Support Desk to create or review tickets when you have a portal account. Ask PPS staff for an account if you do not have one. Tickets submitted on the website are linked to Discord; follow the Discord link on your ticket to communicate with the team. Keep your ticket number when asking for an update.
Voice support
If a technician asks you to join a call, use the Support 1, Support 2, Support 3, Support 4, or Support 5 voice channel they specify. Please wait for staff direction before joining a support session.
Prepare for remote support
PPS uses UltraViewer when hands-on assistance is needed. Download it from the official UltraViewer website and install it only when your technician asks. Remote access is optional and requires your permission for each session.
Share your UltraViewer connection details privately with the assigned technician using the method they provide. Never post UltraViewer passwords, account passwords, stream keys, or other secrets in public Discord channels or ticket descriptions. Stay present during the session and close UltraViewer or disconnect when support is finished.
Help the team resolve your issue
Keep updates in the same ticket instead of opening duplicate requests. Screenshots can help, but hide passwords, stream keys, personal contact information, and payment details before sharing them. A technician will update the ticket status as work progresses.