Getting Help & Support Tickets

Getting help

Support runs from the NeonSportz support Discord server. Press Open a Ticket in the support channel and you get a private channel with the support team.

Opening a ticket on Discord

Go to the support channel on the NeonSportz support server.
Press Open a Ticket.
Fill in a short subject and describe what is happening. Include your league or dynasty abbreviation, and what you have already tried.
Submit the form.

A private channel is created that only you and the support team can see. Reply in it normally — everything you type reaches the support team, and their replies appear there.

You can have two tickets open at a time. If you already have two, close one first or continue the conversation in an existing ticket.

Closing and cleanup

Press Close in your ticket when your question is answered, or a member of staff will close it once it is resolved.

A closed ticket channel is removed from Discord after 48 hours. Nothing is lost: the full conversation is kept on our side, so reopening the subject later does not mean starting from scratch. If you want your own copy, save it before the channel disappears.

If you post in a closed ticket before it is removed, it reopens and the team picks it back up — you do not need to start a new one for a follow-up.

Automated answers

Some questions are answered automatically from the published documentation. An automated reply always says in italics underneath that it was written by AI, and lists the guides it came from.

Two things worth knowing:

It can be wrong. If an automated answer does not match what you are seeing, say so in the ticket and a person will pick it up.
It only knows the documentation. It cannot see your league’s rosters, games, settings or purchases. Ask it how a feature works rather than what your own data says — for anything account-specific, a human will answer.

If the documentation does not cover your question, the assistant stays quiet rather than guessing, and the ticket waits for a person.

Once a member of staff replies, the assistant stops answering that ticket entirely — you will not get an automated reply talking over someone who is already helping you.

Questions asked in the main chat

You do not have to open a ticket to get an answer. In some channels the assistant reads questions asked normally in chat and replies there with what the documentation says, along with links to the guides it used. Anything it writes is labelled as AI in italics underneath.

It is deliberately cautious about this: it only answers when it is confident, it will not reply twice to the same person in quick succession, and it ignores ordinary conversation. If it says nothing, that is not a failure — the question is still there for a person to see.

If the answer does not help, the Still stuck? Open a ticket button beneath it opens a ticket with your question already filled in, so you do not have to type it again.

What we store

When you use the assistant or open a ticket, we keep the conversation so staff can answer it and so we can see which questions the documentation fails to answer.

Questions and answers are kept for 90 days, then deleted automatically.
Ticket conversations are kept so support has the history of your issue.
Question text is sent to OpenAI to generate an answer. It is not used to train their models.

See Account Safety & Support for how to ask for your data to be removed.

You do not need a working NeonSportz account to open a ticket — the support server only needs your Discord account. Activation problems, purchases made with a different email address, and logins you have lost access to are all handled there.