READ FIRST: Will You Receive Support? - Yes or No

HWS Get Support
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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.

We’ll warp you, refund resources or ships, impersonate for faction support — if you follow the rules outlined below.

:warning: 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:

:white_check_mark: We Offer Support For:

  • :repeat_button: Resetting your player, especially if cb:reset fails or your escape pod bugs out
  • :firecracker: Loss caused by our mistake, like a poorly announced wipe
  • :sos_button: Being completely stuck: empty inventory, no EC, no faction, warp bugs, etc.
  • :police_car_light: Major bugs that cost you significant assets

:memo: Proof required: video or rollback evidence

  • :receipt: Losses from error popups (CoQ)

:open_file_folder: You must provide your log files:
steamapps/common/Empyrion../Logs/<Current-Build>

:cross_mark: We Do NOT Offer Support For:

  • :three_o_clock: Last-minute help right before a full wipe. Plan ahead.
  • :cloud: Playing via GeForce Now – we can’t help, unless you show video proof
  • :package: Lost container contents or connected logistics (yellow inventories)

:repeat_button: Only restored once, on blind faith, if you show video proof

  • :bomb: Losses from Patrol Vessels / Drones / Freighters

Only supported with video of the full event
Use EGS Insurance if the ship matters

  • :hammer: Requests to restore tiny builds (<50 blocks) that you can easily rebuild
  • :brick: Requests where you’ve already altered a broken/corrupted structure

We only restore untouched structures
In PvP, use cb:destroy or EGS Insurance

  • :receipt: Item requests without a real reason.

We may decline based on workload or other priorities

  • :rocket: Asking for help with simple in-game mechanics

Ask the community

  • :globe_with_meridians: Warp requests with no urgency
  • :cross_mark: Structures without names (e.g., “Small Vessel (SV)”)

Must provide structure ID

  • :stop_sign: Self-inflicted bugs (e.g., not logging out during a restart countdown)
  • :fire_extinguisher: If you broke the rules or supported rule-breaking, you forfeit all rights to support
  • :money_with_wings: Lost ships, items, credits, or rep due to covered guide scenarios

No exceptions unless your playtime is under 5 hours

  • :balance_scale: “He insulted me” or emotional conflicts

These are not support issues.
If necessary, report behavior privately via PM — not publicly.

:open_mailbox_with_raised_flag: Before Submitting a Ticket:

When writing a forum post or support ticket, provide detailed information:

  • What happened
  • What support you expect
  • Logs, videos, screenshots if possible

:repeat_button: 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

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