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Hi @you, I'm here to help. Describe your issue with as much detail as you can, including any screenshots, errors, or context that might be relevant.

General support: Questions, help, anything else

How do I get the Supporter role?

I was banned last week. Can I appeal?

Where am I supposed to post my clips?

Supporter is 4.99 EUR a month or 39.99 EUR a year at northgate.gg/store, and it is free while you hold 2 active boosts on the server. It gets you: - Priority in the queue - Member only channels - A coloured name The role is applied automatically once the payment clears.

I bought it 20 minutes ago and still have nothing

Do I keep it if I stop boosting?

It normally lands within a few minutes of payment. Twenty minutes with nothing means someone has to look at the order itself, which I cannot see. Bringing the team in now.

Purchased Supporter about 20 minutes ago, role never applied. Payment appears to have gone through. Needs someone who can check the store order.

No. The free route only holds while both boosts are active, and the role comes off at the next check once you drop below 2. A subscription at northgate.gg/store is the way to keep it without boosting.

That's everything, you can close this

User asked how to get the Supporter role. Covered the 4.99 EUR monthly and 39.99 EUR annual options, the free route via 2 Nitro boosts, and clarified the role is lost if boosts drop below 2.

Yes. Appeals are opened as a General support ticket, so you are already in the right place, and staff read every one. I cannot see moderation records or predict an outcome, so I will not guess at either.

Yes, I want to appeal it

Two things will help staff pick it up faster: 1. Roughly when were you banned? 2. Do you know which rule it was, or were you not told?

About 2 days ago, and no reason was given

Got it. Passing this to the team with what you have given me.

Banned roughly 2 days ago, no reason given to the member. Requesting an appeal review.

Clips go in #media, which is rule 4 in #rules. YouTube, Medal, Streamable and X links all work there.

Can I post a YouTube link there?

Yes. #media takes YouTube, Medal, Streamable and X. The only thing rule 3 blocks is advertising another server.

That's all, you can close it

User asked where to post clips. Directed to #media under rule 4 and confirmed YouTube links are accepted there.

Billing: Payments, invoices and refunds

How much is Supporter?

I paid for Supporter and got charged twice

Can I cancel any time?

Supporter is 4.99 EUR a month or 39.99 EUR a year. It is also free while you hold 2 active boosts on the server. Purchases go through northgate.gg/store.

Can I pay with card?

What's the refund window?

Yes. Card, PayPal and Apple Pay all work at northgate.gg/store. There is no crypto or bank transfer option here.

Perfect, you can close this

User asked about Supporter pricing and payment methods. Quoted 4.99 EUR monthly and 39.99 EUR annual, and confirmed card, PayPal and Apple Pay via northgate.gg/store.

14 days from purchase, full refund, no reason needed. After 14 days there is none. Refunds are requested in a Billing ticket and decided by staff, not by me.

Thanks, that's all

Happy to help. Would you like me to close this ticket?

Yes, close it

User asked about Supporter pricing and the refund window. Quoted 4.99 EUR monthly, 39.99 EUR annual, and the 14 day full refund window. Questions answered.

A duplicate charge inside the 14 day window is fully refundable, so you are covered there. The refund itself is a staff decision and I cannot see your payments, so I am putting this in front of the billing team now.

Charged twice for Supporter and wants a refund on the duplicate. Eligible for a full refund if the purchase is inside 14 days. Needs an account and payment check.

Yes, from northgate.gg/store under Manage subscription. Cancelling stops the next payment. It is not the same as a refund.

Do I lose the role straight away?

No. Supporter stays until the end of the period you already paid for, then it comes off automatically. You will not be charged again in the meantime.

Got it, you can close it

User asked about cancellation policy. Confirmed they can cancel anytime via northgate.gg/store and role remains active until end of current billing period.

Report a player: Cheating, rule breaks, abuse

Someone is cheating on the server

A member keeps messaging me after I asked them to stop

What actually counts as harassment here?

I can get this to staff. Three things first: 1. The player's in game name or Discord tag 2. Roughly when it happened 3. A clip or screenshot, if you have one. Not required.

Kade_M, about 10 minutes ago, I have a clip

Passed on. Reports are handled privately, so the outcome will not be posted back here.

Player report: Kade_M accused of cheating roughly 10 minutes ago. Reporter has a clip as evidence. Rule 1. Needs staff review.

That is a rule 2 matter and not mine to decide. Before I bring staff in: 1. Who is messaging you? A username is enough. 2. Where is it happening, DMs or a channel here? 3. When did you ask them to stop? Do not reply to them in the meantime, and keep the messages.

It's in DMs, and I asked them to stop yesterday

Thank you. Handing this to the team now with what you have told me.

Member reports continued unwanted DMs from another member after asking them to stop yesterday. Rule 2. Needs a human.

Rule 2 covers harassment, hate speech and targeting a person. A heated argument is not automatically that, and neither is conflict in character during roleplay. It becomes rule 2 when it follows someone into DMs or turns into targeting them.

Ok that makes sense, you can close it

User asked what counts as harassment. Explained rule 2, that a heated argument or in character conflict is not automatically harassment, and where the line is. User confirmed understanding.

Connection issues: Cannot join, crashes, mods

I can't connect, it says version mismatch

Am I whitelisted?

I keep crashing after about 20 minutes

That means the launcher is behind. Fix: 1. Close the launcher completely 2. Reopen it and let the update finish 3. Reconnect to play.northgate.gg Tell me if it still throws the error after that.

That worked, thanks. You can close it

Did that, still won't connect

Version mismatch error on connect. Resolved by restarting the launcher to trigger the auto-update. User confirmed the connection works.

Then try the cache next: 1. Delete the cache folder in your launcher directory 2. Reconnect to play.northgate.gg Your character, vehicles and money are stored server side, so nothing is lost by doing this.

Still nothing, same error

That is past what I can check from here. Handing it to the team with everything you have already tried, so nobody asks you to repeat it.

Cannot connect to play.northgate.gg, version mismatch error. Launcher restart plus update and a cache folder delete both tried, error unchanged.

Not yet. I checked your roles and Whitelisted is not one of them, so the roleplay server will refuse the connection. The public server needs nothing and is open to you right now.

How do I apply?

Applications go in #apply. Post yours there and it is read in the order it arrives. If it is turned down you can send a new one after 7 days.

Great, that's all. You can close it

User asked whether they are whitelisted. Checked their roles, Whitelisted not present. Pointed them at the application in #apply and the 7 day resubmission rule.

That timing usually points at an overlay or a graphics driver rather than the server. 1. Turn off overlays first, Discord and Steam included 2. Update your GPU driver 3. Reconnect and see if it holds Let me know either way.

Will I lose my car if I crash?

No. Characters, vehicles and money are stored on the server, so a crash or a restart does not lose anything.

Good to know, you can close it

User reported crashes after roughly 20 minutes. Walked through disabling overlays and updating the graphics driver, and confirmed nothing is lost server side in a crash or a restart.