Southland separates gameplay help, urgent player-conduct reports, and reproducible bug reports. The roleplay charter and community-safety policy define conduct; the sanctions-and-appeals policy defines formal review. This guide remains a draft while request lifecycle, abuse controls, guided bug disclosure, Discord delivery of private case and appeal updates, the private appeal forum, and full player/helper walkthroughs await verification.

Choose the correct route

  • Use /helpme for a gameplay question or blocked progression.
  • Use /report for an urgent issue involving another currently online player. Do not use it for a server bug.
  • Use /bug for a reproducible server, state, or interface fault. Bare /bug opens the guided observed/expected/reproduction flow; a short description can create a direct report.

If login, character selection, startup, or a crash prevents in-game commands, contact Southland Management privately in the Southland Discord.

For an accessibility barrier, name the supported client and version, resolution, relevant accessibility setting, exact surface and text, expected task, and whether an alternative worked. Describe the barrier without asking for or guessing a diagnosis.

Create a useful request

State what happened, where, and approximately when. Name the command or interaction. Describe observations rather than guessing at internal causes. For bugs, give the shortest safe reproduction and expected result.

Keep one active request of each kind instead of sending repeats. Never reproduce a harmful action merely to create more evidence.

View or cancel support requests

Use /request or its status action to review active help and conduct requests. Open a current displayed reference for detail. Use its cancel action while the request is still open; a reference can be omitted when exactly one eligible request exists.

A request already being handled cannot be cancelled. Closed and cancelled requests are not shown in the active view. Do not infer response order or timing from internal-looking presentation; no priority details belong in public guidance.

Check bug reports and drafts

Successful bug submission returns a public BUG- reference. /bugstatus lists recent retained reports or opens a specific reference with public state and any public resolution, linked issue, or fixed release.

Re-enter /bug to edit, submit, or delete an active saved draft. Drafts are session-only and clear on disconnect or character change. A refused submission, including one that matches your recent BUG-N, keeps the draft and names how to reopen it. A submitted report remains durable.

Response and reconnect expectations

Support requests remain active across disconnects and restarts, and reconnect can show a reminder. A live response may arrive in chat, but there is no player-visible reply or closed-request history.

Bug reports are asynchronous; use /bugstatus rather than expecting a direct reply. No guide can promise response time or immediate handling.

After uncertainty, check /request status or /bugstatus before resubmitting.

Read a private case update or request a factual correction

When the game says a CASE- reference has a private update, use /case-summary in the Southland Discord. Without a reference it lists your own available updates; with the exact reference it shows the current finding, outcome, public rule or policy references, and any action or recovery reference. The response is private and is bound to the Discord account linked to your game account. Another member’s reference reveals nothing.

If a factual detail is wrong, use /case-correct within 30 days after your first summary became available. The private form must name the claimed factual error and the proposed correction. Each subject gets one request per case. An independent Management reviewer claims it; an accepted or partly accepted request creates a new summary version, while a decline preserves the existing summary and displays the decision reason through /case-summary.

A factual correction is not a sanction appeal. It does not pause or change a warning, ban, restriction, or appeal. Follow the separate private appeal route named in the sanction notice when you dispute the sanction itself.

If Discord DMs are disabled or delivery is delayed, the in-game CASE- reference remains usable with /case-summary. Contact Management privately if your linked Discord identity is unavailable; do not post case material in a public channel.

Choose the correct archival or appeal route

Use the private character-archival route in Discord to request a CK or voluntary retirement, cancel before final archival, or ask for the one CK reconsideration. Keep character-death evidence and case decisions private. A retirement request must come from the character owner.

Use a factual case correction only when a private staff-case summary is inaccurate. Use the sanction-linked appeal route when you dispute a formal warning, restriction, jail, or ban. Neither route reverses a committed character archival.

A sanction can be recorded while you are offline. Its notice then reaches you the next time you enter a character, and that delayed notice does not carry a one-time forum code. Use /sanctions in the Southland Discord for your own full record, or follow the identity-recovery route in the sanctions-and-appeals policy when Discord is unavailable to you.

A recorded sanction appeal returns an APL- reference. Later Discord DMs contain only that reference, the related SAN- reference, and a prompt to check /sanctions; use the identity-bound result there as the current status. Delivery may be delayed or repeated after an outage. A notification never proves that the sanction changed or that platform access has already been restored.

If an archived character, slot, memorial, or private case record appears technically wrong, stop and contact Management privately with the visible reference and approximate time. Do not retry an irreversible action or post the evidence publicly.

Protect evidence and privacy

Support requests retain submitted text and limited server-side context. Bug reports capture a point-in-time diagnostic snapshot with gameplay/world state and bounded nearby or recent activity labels.

Bug capture excludes private-message contents, credentials, raw IP addresses, and client files. Screenshots and video are not collected automatically; preserve them and associate them with the returned reference through a private Southland Discord conversation with Management.

When the private forum route permits an attachment, use its labelled native upload control, give each file a short description, and keep it inside the private thread created for that case. Do not replace the private route with a public image host or public forum post. A stale, closed, or unavailable thread should identify the private recovery route; it is not permission to expose the evidence elsewhere.

Never submit passwords, login codes, private communications, or unrelated personal information.

Recover safely

  • Stop if continuing could duplicate or destroy money, items, vehicles, property, or purchases.
  • Use the existing active request or report reference instead of flooding submissions.
  • Preserve exact messages and approximate time before reconnecting.
  • Use /help for current command syntax.
  • False, malicious, or spam submissions remain subject to ordinary server rules.

Staff queue procedure, hidden prioritization, monitoring limits, response metrics, identities, and operational escalation are intentionally omitted.