Technical or account support
- Your PortalMine username.
- The server name and edition: Java or Bedrock.
- What you expected and what actually happened.
- The approximate time of the problem and any visible error.
Contact
Need help, have feedback, or want to report an issue? Use the options below and we’ll get back to you as soon as possible.
Support channels
For account help, server questions, privacy requests, abuse reports, or detailed bug reports.
Email: support@portalmine.com
- Include your username and a short description.
- Attach screenshots if it’s a UI issue.
- If it’s urgent, mention “URGENT” in the subject.
Send a support email
PortalMine support is handled by email so every request has a clear record. Write to support@portalmine.com and include the details below.
Privacy, abuse, or security report
- Use a clear subject such as Privacy Request or Abuse Report.
- Include the affected username, server, page, or URL when relevant.
- Do not send passwords, API keys, recovery codes, or payment details.
- Security reports should include safe reproduction steps without exposing private data.
By contacting support, you agree that the information in your email may be used to investigate and respond to your request. See the Privacy Policy.
Abuse reports
If you want to report abuse, spam, or harmful behavior:
- Include evidence (screenshots, usernames, timestamps).
- Tell us which server/world it happened on.
- Use “Abuse report” in the subject line if emailing.
We handle reports as quickly as possible and may request additional details.
Choose the right contact reason
Account access
Use the login recovery flow first. If it fails, include your username and account email, but never send your password or one-time verification code.
Server troubleshooting
Include the server name, Java or Bedrock, version, approximate time, action attempted, exact error, and recent relevant log lines.
Abuse report
Identify the server or account, explain the alleged violation, provide evidence you are authorized to share, and include a way to contact you for clarification.
Privacy request
State whether you are requesting access, correction, deletion, or information about data use. We may need to verify account ownership.
Security report
Describe the issue, affected URL, steps to reproduce, and potential impact. Do not exploit the issue, access other users’ data, or publicly disclose it before review.
Content correction
Send the page URL, heading, incorrect statement, and a clear explanation of the correction.
Before sending a technical request
- Check the Status page.
- Confirm that the dashboard shows the server online.
- Verify the edition, client version, address, and Bedrock port.
- Review the latest log lines.
- Undo the most recent plugin or configuration change if the issue started immediately afterward.
Clear reports help support distinguish a platform incident from a client-version problem, plugin failure, incorrect address, or local network issue.
Response and safety expectations
Response time depends on request volume and severity. Security, privacy, account compromise, and service-wide incidents receive priority over general configuration advice. PortalMine support will not ask for your password. Avoid sending sensitive personal documents unless support specifically explains why verification is necessary and how the information will be handled.
Choose the correct support category
Account access
Login, verification, recovery, username, or suspected account compromise. Never send your current password.
Server operation
Provisioning, power state, console, files, settings, installation, or a reproducible dashboard action failure.
Connection and gameplay
Address, port, edition, version, authentication, timeout, refusal, or behavior that affects one or more players.
Policy, abuse, or privacy
Platform misuse, harmful content, intellectual-property concerns, privacy requests, security reports, or community-safety issues.
Information that produces a faster diagnosis
- A concise subject that names the failed action.
- The exact date and time with timezone.
- Server edition, software, and Minecraft version.
- The current dashboard state and whether the issue is continuous or intermittent.
- The exact client or console error as text when possible.
- The last known working time and the last change made.
- Clear reproduction steps and the result of each test already performed.
Security-reporting guidance
For a suspected vulnerability, describe the affected feature, prerequisites, impact, and safe reproduction steps. Do not access other users’ data, degrade service, publish active exploit details, or continue testing after confirming impact. Provide only the minimum evidence needed for validation. A security report is not the correct place for ordinary account recovery or plugin troubleshooting.
Abuse and community reports
Separate platform-policy violations from disputes inside a privately managed Minecraft community. For platform abuse, provide the relevant public identifier, timestamps, specific conduct, and available evidence. Do not submit mass reports, altered screenshots, or unrelated personal information. In-server moderation remains the responsibility of the server owner unless the behavior also violates PortalMine policy or applicable law.
Before sending a request
- Check the Status page for a known incident.
- Search the Knowledge Base and Error Library.
- Save logs before restarting or changing configuration.
- Remove secrets and irrelevant personal data.
- Send one complete request instead of several partial messages for the same issue.