Reporting and appeals

The full rules for reports, staff and appeals are in sections 8 to 10 of the Code of Conduct. This page is the short version.

Report in game

Type /report in chat. A form opens:

• What is it about? Someone breaking the rules, being stuck or needing help, a bug, or something else.
• What happened? Who, where, and what happened.
• Player ID, if it's about a player.

Staff answer in a chat window in game. Press END to reply, and use /reportchat to open the chat again. If your Discord is linked, the report also opens a ticket in the SVNL Discord, and both show the same messages.

You can have one open report at a time, and send one a minute. To send a quick message, type /report followed by the text.

Report a cheater

Type /hacker followed by the player's server ID. Straight after someone hurts you, /hacker on its own works too. Staff are told, and you can only report the same player once.

Report in the SVNL Discord

Open a ticket in the SVNL Discord to report a player, a bug or lost items, or email support@svnlstudio.com.au. Include:

• who was involved, with character names and server IDs
• the date and rough time
• what happened
• clips or screenshots, starting early enough to show how it began

You can trim a clip, but don't edit it any other way. Report within 48 hours. Finish the scene first, unless it's harassment, hate, cheating or a safety problem.

A false or revenge report breaks the rules. Staff may not tell you how a report turned out.

Bans

If you're banned, the message you see when you connect says why and, for a temporary ban, when it ends. Copy or screenshot it for your appeal.

Appeals

You can appeal any staff decision. There's no time limit.

1. Open a ticket in the SVNL Discord.
2. Say which decision you're appealing and why.
3. Don't open more than one ticket for it, and don't message staff directly.

Staff aim to reply within 7 days. Where possible, someone who wasn't involved reviews it. Appeals against a permanent ban go to a senior staff member, the owner or the co-owner, and the owner and co-owner have the final say.

Lying in an appeal, or getting around a ban while it's open, ends the appeal.

What staff can do

Staff usually start with a warning, then a kick, a temporary ban and a permanent ban, but they can skip steps for serious breaks. A punishment can cover the game, the Discord, the website, or all three. A warning expires after 90 days.