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.
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:
Player Resets
- Especially if
cb:resetfails or your escape pod bugs out.
- Especially if
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).
Losses from error popups (CoQ)
Log files required: > Provide steamapps/common/Empyrion../Logs/<Current-Build>
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 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:destroyor EGS Insurance. - 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.
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.
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