Getting Help & Support Tickets

Getting help

Support runs from the NeonSportz support Discord server. Press Open a Ticket in the support channel and you get a private channel with the support team.

Opening a ticket on Discord

Go to the support channel on the NeonSportz support server.
Press Open a Ticket.
Fill in a short subject and describe what is happening. Include your league or dynasty abbreviation, and what you have already tried.
Submit the form.

A private channel is created that only you and the support team can see. Reply in it normally — everything you type reaches the support team, and their replies appear there as a reply to you, so you get a notification rather than having to keep checking.

Screenshots and recordings work too. Post them in the ticket and the support team gets a link to them, so a picture of the error is often the fastest way to explain a problem.

You can have two tickets open at a time. If you already have two, close one first or continue the conversation in an existing ticket.

If you go quiet

If support has replied and we do not hear back, the bot follows up in the ticket after 8 hours, and again after 20. If there is still no reply, the ticket closes on its own after 24 hours.

A closed ticket stays readable for 48 hours and the conversation is kept on our side either way, so nothing is lost — open a new ticket whenever you need one. The follow-ups only run while we are waiting on you: a ticket where you are waiting on us is never chased.

Closing and cleanup

Reply close, fixed it, or say clearly that everything is working, and the ticket closes automatically. You can still use the Close button. A plain thanks gets a quick check that the issue is solved; if you do not reply, the ticket closes after 24 hours. Saying “thanks, but it still fails” keeps the conversation going.

Once it is closed the channel stays in your sidebar, read-only, for 48 hours. You can scroll back through what you asked and what you were told, but not reply — open a new ticket if you need us again. After 48 hours the channel is removed.

Nothing is lost when it goes: the full conversation is kept on our side, so coming back to the subject later does not mean starting from scratch. If you want your own copy, save it before the channel disappears.

Automated answers

The AI assistant helps first, using the documentation, approved support knowledge, and the history in your ticket. Replies are short by default; ask for more detail when you need it. Each reply is labelled as AI, with a relevant guide link when available. The assistant can include links to neonsportz.com and shop.neonsportz.com; links to other websites are blocked.

If a reply misses the point, say what happened. The assistant keeps helping and asks a follow-up question when it needs more information. Repeating a question, an unclear screenshot or a missing answer in the docs does not notify staff.

Ask for a human when you want someone to take over. Reply human, or say that you want to speak to a person. That notifies the support team once and pauses the assistant for your ticket. Staff can still see every ticket.

You can attach screenshots directly in Discord. The assistant reads up to three PNG, JPEG, WebP or GIF images per message and uses the visible error or page details to find relevant instructions. If an image is unclear or its link has expired, it asks you to upload it again or paste the error text. Crop out passwords, payment information and other private details first.

In a private Discord ticket, the assistant can check purchases linked to your Discord account and its verified email, including whether activation is pending or complete. It can also check import progress, queue position and cooldowns for Madden leagues you own or have permission to manage. Tell it the league abbreviation if you manage more than one. You do not need to mention the bot or use Discord’s Reply button.

When there is a clear next step, the reply includes one button to finish activation, reconnect EA or open the Import Center. The button opens the relevant website page; you stay in control of any changes.

After you reply done or still broken, the assistant checks again. It acknowledges progress it can verify and helps with what is still wrong, instead of asking you to repeat a successful step.

For missing Discord messages, it can check the relevant feature setting, selected channel and the bot’s permission to post. It does not send test messages or turn features on. If the bot or channel cannot be checked, the assistant says that rather than claiming the permissions are wrong.

These checks do not change your account, activate purchases, send emails or start imports. A missing purchase may be linked to another account or checkout email; it does not mean you need to buy again. Order details, activation links and login credentials are not sent to the assistant. Account checks are not available in public chat. The assistant can still be wrong; ask for a person whenever you want someone to take over. When you request a human, the team gets a short summary of the issue, recent troubleshooting, screenshot observations and available account status so you have less to repeat.

Any message from a member of staff turns the assistant off for that ticket, whether they type it in the ticket channel or answer from the support dashboard. From then on every reply you get is from a person. You will not get an automated reply talking over someone who is already helping you.

Staff can hand a ticket back to the assistant afterwards, which is announced in the ticket when it happens. Asking for a person still brings one back.

Questions asked in the main chat

You do not have to open a ticket to get an answer. In some channels the assistant reads questions asked normally in chat and replies there with what the documentation says, along with links to the guides it used. Anything it writes is labelled as AI in italics underneath.

It is deliberately cautious about this: it only answers when it is confident, it will not reply twice to the same person in quick succession, and it ignores ordinary conversation. If it says nothing, that is not a failure — the question is still there for a person to see.

If the answer does not help, the Still stuck? Open a ticket button beneath it opens a ticket with your question already filled in, so you do not have to type it again.

What we store

When you use the assistant or open a ticket, we keep the conversation so staff can answer it and so we can see which questions the documentation fails to answer.

Questions and answers are kept for 90 days, then deleted automatically.
Ticket conversations are kept so support has the history of your issue.
Question text, attached screenshots and the limited account status described above are sent to OpenAI to generate an answer. It is not used to train their models.

See Account Safety & Support for how to ask for your data to be removed.

You do not need a working NeonSportz account to open a ticket — the support server only needs your Discord account. Activation problems, purchases made with a different email address, and logins you have lost access to are all handled there.