Support - Revision history

ElluFB: /* Requesting support */

2021-10-22T10:12:45Z

Requesting support

← Older revision		Revision as of 13:12, 22 October 2021
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	\|-		\|-
	\| style=" padding: 2px 4px;"\|Ingame ship refund\|\| <div style="background-color: green; text-align: center;">Yes - we will reply and help!</div>		\| style=" padding: 2px 4px;"\|Ingame ship refund\|\| <div style="background-color: green; text-align: center;">Yes - we will reply and help!</div>
			\|-
			\| style=" padding: 2px 4px;"\|Ore refund\|\| <div style="background-color: green; text-align: center;">Yes - we will reply and help!</div>
	\|-		\|-
	\| style=" padding: 2px 4px;"\|Other ingame help\|\| <div style="background-color: green; text-align: center;">Yes - we will reply and help!</div>		\| style=" padding: 2px 4px;"\|Other ingame help\|\| <div style="background-color: green; text-align: center;">Yes - we will reply and help!</div>

ElluFB: /* Requesting support */

2021-10-14T06:11:09Z

Requesting support

← Older revision		Revision as of 09:11, 14 October 2021
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	\| style=" padding: 2px 4px;"\|Bug report\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>		\| style=" padding: 2px 4px;"\|Bug report\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>
	\|-		\|-
	\| style=" padding: 2px 4px;"\|Report ~~and~~ exploit\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>		\| style=" padding: 2px 4px;"\|Report an exploit\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>
	\|-		\|-
	\| style=" padding: 2px 4px;"\|Report a player\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>		\| style=" padding: 2px 4px;"\|Report a player\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>
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	\|}		\|}


	= Important notes =		= Important notes =

JoelFB: added support guides to page proper

2021-08-06T11:24:38Z

added support guides to page proper

← Older revision		Revision as of 14:24, 6 August 2021
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	Check out the [[Roadmap]] for the planned new features coming in the future.		Check out the [[Roadmap]] for the planned new features coming in the future.

			= Support guides =

			[[Support guides]] page lists multiple guides, including:
			* [[Support_guides#Ship_vouchers\|Ship vouchers]] and how to use them (including how to redeem a voucher for the "Laborer module" ship)

	= Requesting support =		= Requesting support =

JoelFB: removed TOC

2021-08-05T21:35:22Z

removed TOC

← Older revision		Revision as of 00:35, 6 August 2021
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	~~__TOC__~~		__NOTOC__ {{Official_Info}}
	{{Official_Info}}
	{{Starbase_Support}}		{{Starbase_Support}}

JoelFB: small edits + moved stuff to Support guides

2021-08-05T21:30:07Z

small edits + moved stuff to Support guides

← Older revision		Revision as of 00:30, 6 August 2021
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	__TOC__		__TOC__
	{{Official_Info}}		{{Official_Info}}
			{{Starbase_Support}}

	= Summary =		= Summary =
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	Starbase is a popular game and we get a lot of support requests. We cannot reply to all messages, and our main focus is on helping out with immediate issues (such as ship issues). We do not reply on bug reports and other feedback type reports and they should not be used for immediate help requests. Here's a table of current categories and how you should expect replies.		Starbase is a popular game and we get a lot of support requests. We cannot reply to all messages, and our main focus is on helping out with immediate issues (such as ship issues). We do not reply on bug reports and other feedback type reports and they should not be used for immediate help requests. Here's a table of current categories and how you should expect replies.

	{\| style="background:grey; color: white;"		{\| style="background:grey; color: white; padding:10px;"
	\|-		\|-
	! style="width: 150px; background-color: #5794D5; font-size: 120%; text-align: left; padding: 2px 4px;" \| Feedback type		! style="width: 150px; background-color: #5794D5; font-size: 120%; text-align: left; padding: 2px 4px;" \| Feedback type
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	\|- style="vertical-align: top;"		\|- style="vertical-align: top;"
	\|-		\|-
	\|Ingame Tow refund\|\| <div style="background-color: green; text-align: center;">Yes - we will reply and help!</div>		\| style=" padding: 2px 4px;"\|Ingame Tow refund\|\| <div style="background-color: green; text-align: center;">Yes - we will reply and help!</div>
	\|-		\|-
	\|Ingame ship refund\|\| <div style="background-color: green; text-align: center;">Yes - we will reply and help!</div>		\| style=" padding: 2px 4px;"\|Ingame ship refund\|\| <div style="background-color: green; text-align: center;">Yes - we will reply and help!</div>
	\|-		\|-
	\|Other ingame help\|\| <div style="background-color: green; text-align: center;">Yes - we will reply and help!</div>		\| style=" padding: 2px 4px;"\|Other ingame help\|\| <div style="background-color: green; text-align: center;">Yes - we will reply and help!</div>
	\|-		\|-
	\|Bug report\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>		\| style=" padding: 2px 4px;"\|Bug report\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>
	\|-		\|-
	\|Report and exploit\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>		\| style=" padding: 2px 4px;"\|Report and exploit\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>
	\|-		\|-
	\|Report a player\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>		\| style=" padding: 2px 4px;"\|Report a player\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the report!</div>
	\|-		\|-
	\|Feedback\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the feedback!</div>		\| style=" padding: 2px 4px;"\|Feedback\|\| <div style="background-color: DarkSlateGray; text-align: center;">No - thank you for the feedback!</div>
	\|-		\|-

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	You can also dismantle the tutorial Laborer to parts and sell the parts for credits (which you can use to buy ores from the Auction House).		You can also dismantle the tutorial Laborer to parts and sell the parts for credits (which you can use to buy ores from the Auction House).

	~~= Ship vouchers =~~

	~~=== What are vouchers ===~~

	Vouchers are used by the game's support team to refund lost or broken spaceships. You can request a voucher by filing an F1 Feedback Tool report for Ingame help. Please specify the ship you're requesting the voucher for, and some details of what happened.

	~~=== How to know if you've got a voucher ===~~

	A voucher will show up in the Bank Statement info when received. You can go to the Inventory and check the CV tab, and then Bank Statement. The voucher should show up as a "Received ship voucher" entry.

	~~[[File:starbase_voucher_bank_statement3.png\|713px\|link=]]~~

	~~=== You may have already received a voucher ===~~

	If you've requested a voucher, it's possible you may have already received it - check your Bank Statement (you can search). We do not always send any message after the voucher (especially if done via Discord, where we just mark the request with an emote), so you may not be fully aware. In any case please if you've already filed a request, please do not file another request, we are working in order of requests and it's important to not flood the requests.

	~~=== Find Sunny Ship Center ===~~

	Each Origin station has a "Sunny Ship Center". It's a green-yellow building (but not the OKI building). Sunny Ship Center sells "starter" versions of many ships, designed for the early experience. These ships only require ores that are found within the safe zone of the Origin station(s). Other stores may sell ships that require more rare ores.

	~~[[File:starbase_voucher_sunnyship_location.jpg\|400px]][[File:starbase_voucher_sunnyship_logo.jpg\|400px\|link=]][[File:starbase_voucher_sunnyship_location_entrance.jpg\|400px\|link=]]~~

	~~=== Laborer in the middle of Sunny Ship Center ===~~

	Enter the Sunny Ship Center from the ground level, and find the "Central Showroom" (it's in the middle). There you will find the "Laborer module" ship. Opposite that is the "Laborer module V2", which has a couple of ore crates already added.

	~~[[File:starbase_voucher_sunnyship_central.jpg\|400px\|link=]][[File:starbase_voucher_sunnyship_laborer_upclose.jpg\|400px\|link=]]~~

	~~=== Buy with voucher ===~~

	~~Once you've located the ship you have the voucher for, simply press the Buy button and you will get the ship free of cost.~~

	~~[[File:starbase_voucher_shipshop_free.jpg\|400px\|link=]]~~

	~~=== Ship Shops vs Starter ships ===~~

	~~There are multiple Ship Shops that sell ships. However they may require additional ores not found within the safe zone.~~

	~~Also please note the Easy Build Hall (/Mode) does not support any store bought ships besides the Laborer module!~~

	[[Category:Support]][[Category:Help]]		[[Category:Support]][[Category:Help]]

JoelFB: beginning of the revamp of the Support page

2021-08-04T15:36:47Z

beginning of the revamp of the Support page

@@ Line 7: / Line 7: @@
 If you have anything that would be helpful on this page (and reduce our support load), please DM JoelFB#7362 (with a clear message about Wiki support page help - DM backlog is getting big too!).
 = Important notes =
-'''Last updated: 1 Aug 2021'''
+'''Last updated: 4 Aug 2021'''
-<h3 style="color:orange;">Steam is aware of the crash issues and there will be a "beta client" soon</h3>
+<h3 style="color:orange;">Steam beta client from 2 Aug or later may fix the crashes - enable the beta client with [https://support.steampowered.com/kb_article.php?ref=7021-eiah-8669 Steam's instructions]!</h3>
 === Don't use Easy Build Hall with normal ships! ===
@@ Line 39: / Line 78: @@
 = More minor notes =
-=== Refueling works if you hook ship first ===
+=== Refueling works at Ore Towers instead of Refueling Stations ===
-Refueling works if you hook up the ship first, then the pump. It may not work if you hook up the pump first and then ship (it may say "No connection").
+Ore Towers work for refueling better than the actual Refueling Stations at the moment. If you cannot refuel your ship, go to an Ore Tower ("Credits!" sign). Refueling stations may work if you hook up the ship first, then the pump. It may not work if you hook up the pump first and then ship (it may say "No connection").
 = Lost or broken ships =
@@ Line 60: / Line 99: @@
 You can also dismantle the tutorial Laborer to parts and sell the parts for credits (which you can use to buy ores from the Auction House).
 = Ship vouchers =
@@ Line 80: / Line 111: @@
 [[File:starbase_voucher_bank_statement3.png|713px|link=]]
 === Find Sunny Ship Center ===

JoelFB: more minor notes

2021-08-02T21:01:25Z

more minor notes

← Older revision		Revision as of 00:01, 3 August 2021
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	[[File:starbase_sellship_sell_location_01.jpg\|400px\|link=]][[File:starbase_sellship_sell_location_02.jpg\|400px\|link=]][[File:starbase_sellship_sell_screen_01.jpg\|400px\|link=]][[File:starbase_sellship_sell_screen_02.jpg\|400px\|link=]]		[[File:starbase_sellship_sell_location_01.jpg\|400px\|link=]][[File:starbase_sellship_sell_location_02.jpg\|400px\|link=]][[File:starbase_sellship_sell_screen_01.jpg\|400px\|link=]][[File:starbase_sellship_sell_screen_02.jpg\|400px\|link=]]

			= More minor notes =

			=== Refueling works if you hook ship first ===

			Refueling works if you hook up the ship first, then the pump. It may not work if you hook up the pump first and then ship (it may say "No connection").

	= Lost or broken ships =		= Lost or broken ships =

JoelFB: /* Ship vouchers */ Laborer V2

2021-08-02T00:17:38Z

Ship vouchers: Laborer V2

← Older revision		Revision as of 03:17, 2 August 2021
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	=== Laborer in the middle of Sunny Ship Center ===		=== Laborer in the middle of Sunny Ship Center ===

	Enter the Sunny Ship Center from the ground level, and find the "Central Showroom" (it's in the middle). There you will find the "Laborer module" ship.		Enter the Sunny Ship Center from the ground level, and find the "Central Showroom" (it's in the middle). There you will find the "Laborer module" ship. Opposite that is the "Laborer module V2", which has a couple of ore crates already added.

	[[File:starbase_voucher_sunnyship_central.jpg\|400px\|link=]][[File:starbase_voucher_sunnyship_laborer_upclose.jpg\|400px\|link=]]		[[File:starbase_voucher_sunnyship_central.jpg\|400px\|link=]][[File:starbase_voucher_sunnyship_laborer_upclose.jpg\|400px\|link=]]

JoelFB: requesting support section

2021-08-01T20:25:30Z

requesting support section

← Older revision		Revision as of 23:25, 1 August 2021
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	The tutorial instructs you to craft in the Easy Build Hall, however you can craft anywhere in space, for example on top of your own spaceship. You do not need to be in Easy Build Hall to craft. In fact, other people can craft on your bench too. You don't even need to bolt it down (but bolting your crafting bench is recommended if you intend to move the ship).		The tutorial instructs you to craft in the Easy Build Hall, however you can craft anywhere in space, for example on top of your own spaceship. You do not need to be in Easy Build Hall to craft. In fact, other people can craft on your bench too. You don't even need to bolt it down (but bolting your crafting bench is recommended if you intend to move the ship).

			=== Station inventory is full - you can sell ghost items ===

			There's a bug in the game that creates 'ghost' items, which may cause your station inventory to be full. These do not show up in your inventory, but they do show up in the sell terminal in the Marketplace.

	=== You can sell unworking ships ===		=== You can sell unworking ships ===
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	[[File:starbase_sellship_sell_location_01.jpg\|400px\|link=]][[File:starbase_sellship_sell_location_02.jpg\|400px\|link=]][[File:starbase_sellship_sell_screen_01.jpg\|400px\|link=]][[File:starbase_sellship_sell_screen_02.jpg\|400px\|link=]]		[[File:starbase_sellship_sell_location_01.jpg\|400px\|link=]][[File:starbase_sellship_sell_location_02.jpg\|400px\|link=]][[File:starbase_sellship_sell_screen_01.jpg\|400px\|link=]][[File:starbase_sellship_sell_screen_02.jpg\|400px\|link=]]

	~~=== Station inventory is full - you can sell ghost items ===~~

	There's a bug in the game that creates 'ghost' items, which may cause your station inventory to be full. These do not show up in your inventory, but they do show up in the sell terminal in the Marketplace.

	= Lost or broken ships =		= Lost or broken ships =
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	You can also dismantle the tutorial Laborer to parts and sell the parts for credits (which you can use to buy ores from the Auction House).		You can also dismantle the tutorial Laborer to parts and sell the parts for credits (which you can use to buy ores from the Auction House).

			= Requesting support =

			If you have a problem with the game, you can request support via the ingame F1 Feedback Tool (press F1 ingame to access). We will be around in Discord and we'll do our best on Steam forums as well, but the ingame F1 Feedback is our #1 support channel for immediate game issues.

			=== You may have already received a voucher ===

			If you've requested a voucher, it's possible you may have already received it - check your Bank Statement (you can search). We do not always send any message after the voucher (especially if done via Discord, where we just mark the request with an emote), so you may not be fully aware. In any case please if you've already filed a request, please do not file another request, we are working in order of requests and it's important to not flood the requests.

	= Ship vouchers =		= Ship vouchers =

JoelFB: /* Important notes */ added sell screens + inventory full note of ghost items

2021-08-01T20:22:15Z

Important notes: added sell screens + inventory full note of ghost items

← Older revision		Revision as of 23:22, 1 August 2021
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	The tutorial instructs you to craft in the Easy Build Hall, however you can craft anywhere in space, for example on top of your own spaceship. You do not need to be in Easy Build Hall to craft. In fact, other people can craft on your bench too. You don't even need to bolt it down (but bolting your crafting bench is recommended if you intend to move the ship).		The tutorial instructs you to craft in the Easy Build Hall, however you can craft anywhere in space, for example on top of your own spaceship. You do not need to be in Easy Build Hall to craft. In fact, other people can craft on your bench too. You don't even need to bolt it down (but bolting your crafting bench is recommended if you intend to move the ship).

	=== You ~~may have already received a voucher~~ ===		=== You can sell unworking ships ===

	~~If you've requested a voucher, it's possible you may have already received it - check your Bank Statement~~ (~~you can search~~). ~~We do not always send any message after~~ the ~~voucher (especially if done via Discord, where we just mark~~ the ~~request with an emote), so~~ you ~~may not be fully aware~~. ~~In any case please do not file another request~~, ~~we are working in order of requests and new ones don't help~~.		You can sell ships (even those that are broken) near the "Galaxy is big!" signpost, in the red building next to the green Sunny Ship Center. Spawn the bugged ship at the landing platform and the spawn screen will give you a sell quote on the ship. (You can also fly a ship there to get the sell quote, but spawning is usually easier if the ship is somehow bugged.)

	=== ~~You~~ can sell ~~unworking ships~~ ===		[[File:starbase_sellship_sell_location_01.jpg\|400px\|link=]][[File:starbase_sellship_sell_location_02.jpg\|400px\|link=]][[File:starbase_sellship_sell_screen_01.jpg\|400px\|link=]][[File:starbase_sellship_sell_screen_02.jpg\|400px\|link=]]

			=== Station inventory is full - you can sell ghost items ===

	~~You can sell ships (even those that are broken) near the "Galaxy is big!" signpost. Spawn the bugged ship at the landing platform and the spawn screen will you~~ a ~~sell quote on~~ the ~~ship~~. ~~(You can also fly a ship there to get~~ the sell ~~quote, but spawning is usually easier if~~ the ~~ship is somehow bugged~~.)		There's a bug in the game that creates 'ghost' items, which may cause your station inventory to be full. These do not show up in your inventory, but they do show up in the sell terminal in the Marketplace.

	= Lost or broken ships =		= Lost or broken ships =