# READ FIRST: Will You Receive Support? - Yes or No
**URL:** https://forum.empyrion-homeworld.net/t/read-first-will-you-receive-support-yes-or-no/72
**Category:** HWS Get Support
**Tags:** support, rules
**Created:** [May 4, 2016, 8:15am UTC](https://forum.empyrion-homeworld.net/t/read-first-will-you-receive-support-yes-or-no/72 "2016-05-04T08:15:09Z")
**Posts on this page:** 1
**Page:** 1
### Author:  [@RexXxuS](https://forum.empyrion-homeworld.net/u/RexXxuS)
#### Post date: [May 4, 2016, 8:15am UTC](https://forum.empyrion-homeworld.net/t/read-first-will-you-receive-support-yes-or-no/72/1 "2016-05-04T08:15:09Z")
# HWS Support Guidelines
Dear HWS Player,
While Empyrion has been released as a “full version”, it is still best seen as an **Alpha** or **Beta**. That means: bugs. A _lot_ of them.
HWS is the **only server** that goes above and beyond:
- We spend our free time to assist you.
- We forward all eligible reports to Eleon.
- We help you with recovery and issues — no matter if you are a [Supporter or not](https://forum.empyrion-homeworld.net/t/introducing-priority-support-for-hws-patrons/29181).
We’ll warp you, refund resources or ships, impersonate for faction support — **if** you follow the rules outlined below.
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## ⚠ Reforged Eden Support Disclaimer
> The **Reforged Eden Scenario** is **not created by HWS**. It is made by **Ravien** and **Vermillion**. For support, refer to the following:
>
> - [📦 Steam Workshop](https://steamcommunity.com/sharedfiles/filedetails/?id=2154284616)
> - [🧵 Official Reforged Eden Forum Thread](https://empyriononline.com/threads/reforged-eden-scenario.94773)
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## ✅ We Offer Support For:
- 🔁 **Player Resets**
- Especially if `cb:reset` fails or your escape pod bugs out.
- 🧨 **Loss caused by our mistake**
- Example: a poorly announced wipe.
- 🆘 **Being completely stuck**
- Empty inventory, no EC, no faction, warp bugs, etc.
- 🚨 **Major bugs**
- Issues that cost you significant assets.
> 📝 **Proof required:** Video or rollback evidence (see here for a [guide on recording](https://forum.empyrion-homeworld.net/t/recording-your-gameplay-in-empyrion/38550)).
- 🧾 **Losses from error popups (CoQ)**
> 📂 **Log files required:** \> Provide `steamapps/common/Empyrion../Logs/`
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## ❌ We Do NOT Offer Support For:
### 🕒 Timing & Technicals
- **Last-minute help** right before a full wipe. Plan ahead.
- **Playing via GeForce Now** – we can’t help, unless you show **video proof**.
- **Warp requests** with no urgency.
### 📦 Inventory & Assets
- **Lost container contents** or **connected logistics** (yellow inventories).
> 🔁 Only restored **once** on blind faith, **or if you show video proof**.
- **Losses from Patrol Vessels / Drones / Freighters**
> Only supported with **video of the full event**. Use [EGS Insurance](https://forum.empyrion-homeworld.net/t/egs-insurance/38621) if the ship matters.
- **Structures without names** (e.g., “Small Vessel (SV)”). Must provide structure ID.
### 🔨 Building & Mechanics
- **Tiny builds (\<50 blocks)** that you can easily rebuild.
- **Altered structures:** Requests where you’ve already altered a broken/corrupted structure.
> **We only restore untouched structures.** In PvP, use `cb:destroy` or [EGS Insurance](https://forum.empyrion-homeworld.net/t/egs-insurance/38621).
- **Simple mechanics:** Asking for help with simple in-game mechanics. _Ask the community._
### 🛑 Conduct & Errors
- **Item requests** without a real reason. We may decline based on workload.
- **Self-inflicted bugs** (e.g., not logging out during a restart countdown).
- **Rule breaking:** If you broke the rules or supported rule-breaking, you forfeit all rights to support.
- **Covered guide scenarios:** Lost ships, items, credits, or rep.
> **No exceptions unless your playtime is under 5 hours.**
- **Interpersonal conflicts:** “He insulted me” or emotional conflicts.
> These are not support issues. If necessary, report behavior **privately** via PM or a **Discord** ticket.
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## 📬 Before Submitting a Ticket
When writing a forum post or support ticket, **provide detailed information** :
- **What** happened.
- **What** support you expect.
- **Evidence:** Logs, videos, or screenshots if possible.
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## 🔁 Final Notes
Some policies are stricter than others. How much help we can provide depends on our current workload and burnout level.
Thanks for your understanding,
**Have fun and stay safe,**
**Your HWS Team**