The primary contact channel, including for payment, refund, and personal data matters.

• Address: support@rustarena.gg
• Response time: within 24 hours.
• What to include: your SteamID, the date and amount of the payment, the order or payment reference, and a short description of the problem.

For faster contact the Project uses a ticket system: on request, the bot creates a separate private channel accessible only to you and support staff. The public community chat is not used for support requests.

• Step 1. Open the project community: discord.gg/rustarena.
• Step 2. Go to the #support channel.
• Step 3. Press the button to create a request — the bot will open a personal ticket.
• Step 4. Describe the problem and attach your SteamID, the payment reference, and screenshots if you have any.

Ticket correspondence is visible only to you and support staff. The request history is retained until the ticket is closed.

• Funds were debited but the balance was not topped up.
• A paid product was not delivered in-game, or was delivered incompletely.
• Refund requests in the cases provided for by the Terms of Service.
• Questions about product prices and top-up tariffs — see the Pricing page.
• Ban appeals, reports about other players, and technical issues on the servers.
• Requests to access or delete personal data — see the Privacy Policy.

• First response: within 24 hours of the request through any channel.
• Payment matters: up to 3 business days if reconciliation with the payment provider is required.
• Refunds: the crediting period is determined by the rules of the payment system and the issuing bank.

Before initiating a chargeback through your bank or payment system, please contact support first — in most cases the issue is resolved faster.