Get help

If something is not working and these pages have not helped, ask the Sortr team. A message with the right details usually gets solved in one reply.

#Check these first

1. Check Sortr's status. sortr.xyz/status shows whether Sortr is running, and any incident or planned maintenance.
2. Look up what you see in Troubleshooting. Troubleshooting is sorted by symptom and quotes the messages Sortr and the dashboard show, with the fix for each.
3. Read your log channel. When something fails, Sortr usually posts why: a full category, a deleted panel message, a missing permission, or the exact error Discord gave. The log channel is set per panel under Transcripts/Logging › Event log; if none is set, set one and try again. See Event log.
4. Look at your server's page in the dashboard. If it says "Sortr can't reach everything your panels use.", it names what Sortr cannot reach. Let Sortr's role into each private category or channel it names, and press Re-add Sortr there for a missing permission. In Discord, /help also tells the server owner and Administrators when Sortr's role is missing something tickets need. See Permissions.
5. Check the FAQ. The FAQ answers the common questions about limits, transcripts and data.

#Contact us

Ask in Sortr's support server on Discord, discord.gg/P9V2jnUGeB, or email team@sortr.xyz. For anything about your data, please email. The same address handles challenges to a block or to an image removed after a report. If you think you have found a security weakness, Reporting a security problem says what to send and how it is handled; please don't report it in a public place.

#Report misuse

Anyone can report a problem with Sortr, or someone using it to break Discord's rules or Sortr's Terms: for example a server whose form asks members for passwords, a panel or bot name made to look like Discord, or tickets used to harass people. Email team@sortr.xyz with where it is (a link, or the server and the ticket) and why you think it breaks the rules; section 6 of the Terms lists what helps. A person reviews every report, confirms it arrived and tells you what was decided. /help in Discord and the bottom of every transcript page on sortr.xyz give the same address. Don't post reports in the support server, where everyone can read them.

#What to include

• Your server's name or ID. To copy the ID, turn on Developer Mode in Discord (User Settings › Advanced), then right-click the server icon and choose Copy Server ID.
• The panel's name, as it appears in the dashboard.
• What you did, step by step: which button, command or setting.
• What you expected, and what happened instead.
• When it happened, with the date, time and your time zone. A reply of "Something went wrong. Try again in a moment." is not posted in your log channel; it is only in Sortr's own technical logs, so the time is how it is found.
• Any message Sortr showed, copied exactly: the reply in Discord, the line in your log channel, or the text in the dashboard's save bar.
• A screenshot, if you can take one.

If a member is affected, give their Discord user ID rather than a screenshot of their private details, and leave out anything personal from the ticket unless we ask for it. Every member of the support server can read its open channels, so post nothing about a member there.

#Questions about data

To see, export or delete what Sortr holds about you or your server, email the same address. Members should include their Discord user ID. The server owner and Administrators can delete transcripts kept on sortr.xyz themselves, from Closed tickets. See Privacy and data and the Privacy Policy.