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.
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:
Official Reforged Eden Forum Thread
We Offer Support For:
Resetting your player, especially if cb:resetfails or your escape pod bugs out
Loss caused by our mistake, like a poorly announced wipe
Being completely stuck: empty inventory, no EC, no faction, warp bugs, etc.
Major bugs that cost you significant assets
Proof required: video or rollback evidence
Losses from error popups (CoQ)
You must provide your log files:
steamapps/common/Empyrion../Logs/<Current-Build>
We Do NOT Offer Support For:
Last-minute help right before a full wipe. Plan ahead.
Playing via GeForce Now – we can’t help, unless you show video proof
Lost container contents or connected logistics (yellow inventories)
Losses from Patrol Vessels / Drones / Freighters
Only supported with video of the full event
Use EGS Insurance if the ship matters
Requests to restore tiny builds (<50 blocks) that you can easily rebuild
Requests where you’ve already altered a broken/corrupted structure
We only restore untouched structures
In PvP, usecb:destroyor EGS Insurance
- Item requests without a real reason.
We may decline based on workload or other priorities
Asking for help with simple in-game mechanics
Ask the community
Warp requests with no urgency- Structures without names (e.g., “Small Vessel (SV)”)
Must provide structure ID
Self-inflicted bugs (e.g., not logging out during a restart countdown)
If you broke the rules or supported rule-breaking, you forfeit all rights to support
Lost ships, items, credits, or rep due to covered guide scenarios
No exceptions unless your playtime is under 5 hours
“He insulted me” or emotional conflicts
These are not support issues.
If necessary, report behavior privately via PM — not publicly.
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
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