Help center
Connection guides, common questions, and the refund policy. If something here doesn't solve it, open a support ticket and we'll pick it up.
How to connect
1. Get your connection details in the Console
Sign in, then click Console in the top-right (or open the menu under your email address and pick Console). Go to My servers and open your server — the server address and password are there to copy.
2. Open the game and choose to join a multiplayer world
The entry point differs a little per game: in Palworld you pick “Join Multiplayer Game (Dedicated Server)” on the title screen and paste in the whole connection address from the Console (it looks like `address:port`) — that is a different option from joining a co-op session with an invite code. Most Steam multiplayer games have a similar direct-connect option.
3. Enter the password and you're in
The first connection takes a few seconds to handshake. If it won't connect, check that you copied the connection address in full (including the port at the end), or open the Console and confirm the server shows as Running.
FAQ
Where do I find the server I bought?
Click Console in the top-right of any page; on a narrow screen use the menu button in the top-right, or open the menu under your email address and pick Console. Inside you'll find My servers (address, password, power controls, backups and restores), Orders (renewals and past orders), Account settings, and Support tickets. We also email you the moment the server is live, with the address and password in the message — if you're in a hurry, start from that email.
Why is this called a hosting service rather than renting a server?
What you're buying is hosting and operation of the game process, and what you get is the credentials to connect: a server address and a password. Send them to your friends and you're playing together. The service doesn't include SSH, remote desktop, or any other control over the host — launching and backups are performed automatically by our software, game updates are detected for you and applied in one click, and you never touch a command line.
How long does launching take?
Once payment goes through, your dedicated instance is created, configured, and started automatically — around 2–3 minutes end to end. The order page updates itself, so there's nothing to do by hand and nobody to contact.
Is the server shared with anyone else?
No. Every order gets its own machine, running only your world. Compute isn't shared with other customers, and nothing is oversold.
Are my saves safe? Can I lose one?
Your save is backed up automatically every 2 hours (skipped when the world hasn't changed), each backup is kept for 30 days, and any of them restores in one click. When a server expires it's suspended and the save stays on it for 7 days. Renew in that window and you carry on, so forgetting to renew doesn't cost you the save. After that the machine is terminated, and the cloud backup is deleted 30 days after the expiry date.
Can I change game settings like player count, password, or PvP?
The server detail page in the Console covers the basic settings and restarts. Finer-grained controls are being rolled out gradually; what the Console shows you is what's available today.
Can I install mods or Workshop content?
One-click mods and Steam Workshop content are on the roadmap, starting with the mods people actually use on the busiest games. We'll post here when it's live.
Refund policy
24-hour no-questions-asked refunds: within 24 hours of your server going live you can ask for a full refund without giving a reason. One refund per account, per calendar month.
If launching fails (the order shows Setup failed), no refund is issued automatically — we're alerted and will step in as soon as we can, and you can also contact support to ask for a refund directly. We usually process these within 1–3 business days.
How to ask: open the order in the Console and contact support, or open a support ticket with your order number and a description of the problem. Refunds go back to the account you paid from.
For the complete refund rules — which cases don't qualify, what happens once the window has closed —the Refund Policy chapter of the Terms of Servicegoverns.
Contact us
For anything about your account, billing, or privacy, email is the most direct route. For a problem with a server itself, use the support entry below — we can look at what actually happened on that machine.