Contact
Getting hold of a person
Discord for anything to do with playing here, email for anything to do with money, data or law. Both are read by people, and you do not need a Discord account to reach us.
Discord
The fastest way to reach staff. Open a ticket for anything private, like a report, an appeal or a purchase that didn't arrive. Posting it in a public channel just tips off the other person.
For refunds, privacy requests, legal notices, press and anything you want a written record of. Also the route to use if you are banned and can't get into the Discord any more.
There is no postal address. CarbonNetwork is run by one person and email is the formal route, so anything that would normally go by letter should go to the address above. In game you can ask for staff in chat (their rank and player card show who they are), but chat isn't a queue and nobody is guaranteed to be online, so anything that matters should also go through Discord or email.
What goes where
Sending it to the right place is most of the difference between an answer today and an answer next week.
A bug, or something broken
Discord. Include the command you ran and roughly when it happened. Reports with a time get fixed faster.
Reporting a player
Discord, in a ticket. Not in public chat: it warns them, and it turns a moderation decision into an argument with an audience.
Appealing a ban or a mute
Email, or a Discord ticket if you can still open one, rather than a DM to a staff member. What to say is on the rules page.
A purchase or a refund
Email. The refunds page says what we can do and what has to go through Tebex, who took the payment.
A privacy request
Email. We will verify it is your account before we answer, from the linked Discord or from in game.
Creator or media enquiries
Email or Discord, whichever you prefer.
Anything legal
Email. The address is above.
What to put in the message
Each of these is something we'd otherwise have to ask you for, and every extra question adds another reply, often across time zones.
- Your in-game name, and which server — SMP, Creative, Skyblock or the hub.
- Roughly when it happened. A date and an hour is enough.
- What you expected and what happened instead. For a bug, the exact command you ran.
- A screenshot, if there is anything to see. Coordinates, if it is about a place.
- For anything about a purchase: the Tebex transaction reference from your receipt and the email you paid with.
What to expect
We aim to reply within 12 to 24 hours, and we are usually around between 11am and 9pm UK time. This is a one-person team, so an answer at 3am is luck rather than service.
We will not ask you for your Minecraft password, and no staff member will ever DM you first asking for one, for a payment, or for a code. If someone does, they are not us — screenshot it and send it in.
Before writing about something that might already be answered: the guides cover how the features work, and news covers anything that changed recently.