Support Center & Access
A practical guide to opening a private website support request, server verification, account restrictions, and staff permissions.
Opening a support request
- Sign in with the Discord account that needs help. SAC Bot Support uses the account returned by Discord OAuth; never send your password or token to staff.
- Choose a category and answer its required questions. Attachments and server details should be relevant to the request.
- Submit once and keep the request open to continue the conversation. Your request list and replies are private to your signed-in account.
Accounts may have up to two active website support requests at a time. Edit or continue an existing request before opening another one.
Server choices come from the guilds Discord confirmed for the account currently signed in. A server ID is checked again by the API; entering an ID manually cannot grant access to a server you do not belong to.
Bot access appeals and restrictions
The bot access appeal form is shown only to accounts that are already on the active restriction list. If the appeal option is not shown, the account is not eligible to submit that form.
Reports about suspected bot abuse must include the affected account or server, a clear reason, and supporting details. A report is reviewed by authorized managers; it does not itself prove wrongdoing or automatically remove access.
Where an access restriction is applied after review, the restricted account cannot use SAC Bot or manage its bot configuration. The appeal form becomes available to that account while the restriction is active.
Staff permissions
Staff permissions are checked by the server for every request. Hiding a button in the page is not the security boundary; changing browser code or calling an API directly does not grant a role.
| Role | Typical access | Restricted actions |
|---|---|---|
| Customer | Create and manage their own support requests; send messages after a specialist joins. | Cannot read another account's requests or use staff tools. |
| Support specialist | Work the queue and handle requests assigned to them; add customer-visible replies and private staff notes. | Only one active assigned support request at a time. Cannot use manager-only tools or read system-error diagnostics. |
| Manager / owner | Manage assignments, review audit/analytics, use moderation and access-review controls, and inspect system errors. | Actions remain scoped and audited; destructive removal/recreation actions may require the higher admin/owner role. |
Roles are revalidated against the support server. If your Discord role changes, sign in again to refresh access.
Team applications and onboarding
Browse current openings at the SAC Bot team careers page. Recruitment managers control which roles accept applications; closed roles cannot be selected or submitted through the API.
Before the application form unlocks, Discord verifies that the applicant belongs to the official support server and that the account is at least six months old. The bot must also be online. Applications use three rounds, role-specific scenario questions, and required policy and privacy acknowledgements.
Authorized managers can review submissions, two-year safeguarding history, and the decision audit trail. History indicators are for human review; a data-deletion request is a privacy event and does not automatically disqualify an applicant.
When a manager accepts an application, the system queues a Discord direct message with a link to the private onboarding request. Only accepted applicants can create that request, and only managers can view or work its queue. Discord delivery failures are retried; managers can manually retry an undelivered message from the application review page.
Every staff role is voluntary and unpaid. Role access is granted only after the manager onboarding conversation and the required access setup.
Temporary errors and safe recovery
A 503 means the support service or its database is temporarily unavailable; it is not a permission setting you can fix from the browser. The site retries only read-only requests and submissions protected by a stable request ID, so a network timeout does not create duplicate tickets or messages.
- Wait for the automatic retry to finish before submitting the same request again.
- If the page reports that the service is still unavailable, refresh the request list and check whether the request was saved before starting a new one.
- For
401, sign in with Discord again. For403, the signed-in account does not have permission for that action. For404, refresh the queue or request list because the item may have changed. - Do not repeatedly retry a denied action or share browser developer-console output containing account data or tokens.
If an outage continues, report the time, the page, and the action that failed through the SAC Bot Support Server. Never include OAuth codes, session tokens, or passwords.