Help

Support

Three ways to reach support and one simple rule: the more precisely you describe the situation, the faster and better the answer.

Telegram bot

Message the bot directly and the reply comes back to the same chat. Nothing to log into. Open a ticket by following the instructions in the bot. Support replies within 24 hours.

Open the bot

Discord ticket

Pick the #поддержка channel and open a ticket by the instructions there. Support replies within 24 hours.

Open Discord

E-mail

Refunds, appeals, questions about account data, partnerships and advertising. A reply within 7 business days.

[email protected]

What we need from you

Send as much useful detail as you can right away. That speeds up the fix and saves support a round of questions.

NicknameThe one you play under. If several players are involved, the nicknames of all of them.
Build and serverThe builds differ, and so do their problems. "It does not work" without the build name says nothing.
What happenedWhat you did and what came of it, in detail. Even the smallest one often decides the case.
Photo or videoTake screenshots that show the problem. Record a video if you need to — one you can share, through YouTube for example.
The full error textAttach the client or launcher log as well. A screenshot works if the whole window is visible.

The game log

It lives in the installation folder, whose path you set in the launcher; by default %APPDATA%\Achilora\updates\<Build>\logs. The current run is latest.log, and earlier ones sit next to it compressed, with the date in the name: 2026-09-05-1.log.gz. Nothing is lost, but if the game has started once more since, the file you need is no longer latest.log but the archive with the matching date. If the game crashed with an error window, attach the file from the neighbouring crash-reports folder as well. On the HiTech, Magic and TechnoMagic builds, fml-client-latest.log from the same logs folder helps too.

The launcher log

By default there is no file — the output lives only in the launcher memory. Turn on "Save the launcher log" in the launcher settings: from then on every run is written to the launcher-logs folder next to your builds, and the last 50 are kept. That is the most reliable way to get us a log, especially when the launcher crashes on its own. While the option is off, you can copy the output from the console window — the button is in the same settings screen; close the launcher and it is gone.

Common situations

Coins have not arrived after payment

Crediting usually takes minutes. If more than an hour has passed, write to us and include the transaction id from the Tebex e-mail. Do not reverse the payment through your bank: that locks the account and makes everything harder.

With other payment methods (cryptocurrency, Steam and so on) crediting can take longer. If more than 12 hours have passed, write to us and include the payment details.

I forgot my password

Recovery goes through the e-mail you signed up with. If you have lost access to it, write to support — you will need to prove the account is yours.

I want to appeal a ban

Ban appeals go to a ticket or to e-mail, with your nickname and the date of the ban. Describe what happened, to the point. Important: punishments for serious violations are not revisited.

I cannot get into the launcher or onto a server

Check the news first. If no maintenance is under way, open a support ticket. Attach the launch log.

Found a dupe, a bug, a crash or another vulnerability?

Read the section below. In short: do not spread the information, tell support, and do not use the find — then it earns a reward instead of a ban.

Bug report

A reward for the bug you found

If you have found a way to do something that should not be possible, tell us instead of carrying on with it. A find earns thanks and a reward; using it quietly earns a ban. The rule works exactly as written and has no other version.

What we promise in return

A fix, and word from us when it is done.
No punishment for good-faith research: if you kept to the rules below, there will be no ban, however serious the find turns out to be.
A reward matching how serious the find is: minor bugs in mods and quests, typos and the like earn up to 1000 ; serious mod bugs, server crashes, dupes and griefing earn up to 2000 .

Rules for looking

Tell support, always. Spreading the find forfeits the reward: once everyone knows, the fix has to be rushed and the players pay for it.
Other people’s accounts, builds and items are off limits even to prove a point. Test on your own.
Stop as soon as you know it works. Duping thousands of items is no longer a test.
No password guessing, no load on the servers, no impersonating the team or other players.
Do not delete or change anything.

What does not count as a find

Findings in other people’s services — Tebex, Discord, Cloudflare and the like.
Anything we already knew about before you wrote.
Anything that needs access to someone else’s computer, or to an account handed over willingly.

How to report

Through a Telegram or Discord ticket, or by e-mail to [email protected]. In the report: the steps you took, what happened, and which build. Video and screenshots help, but a description of the steps is usually enough.

Vulnerabilities in the site, the launcher, the database or sign-in do not belong here: they have their own programme and their own rewards, up to 10,000 . See Bug Bounty.

Before writing, take a look at the rules — some questions are answered there.