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Troubleshooting Support-Bot issues

General issues​

The bot is offline or not responding​

  • Make sure the bot is online in your dashboard.
  • Try reloading the bot using the reload button on the dashboard.
  • Check that the bot has been invited to your server and has the required permissions.

Commands are not showing up​

  • Make sure the feature related to the command is enabled in your dashboard.
  • Verify that the bot has permission to register slash commands on your server.
  • Try kicking and re-inviting the bot using the invite link from your dashboard.

The bot is not sending messages​

  • Check that the bot has the "Send Messages" and "Embed Links" permissions in the relevant channels.
  • If using ticket categories, make sure the bot has permission to manage channels in the category.

Modmail issues​

Users cannot open tickets via DM​

  • Verify that Modmail is enabled in your dashboard.
  • Check that maintenance mode is not enabled.
  • Ensure the user is not on the blocklist.
  • Make sure the user shares a server with the bot and has DMs enabled.
  • If opening hours are configured and "completely disable message processing outside opening hours" is enabled, tickets cannot be created outside your opening hours.

Ticket channels are not being created​

  • Verify that the configured ticket category exists and the bot has the "Manage Channels" permission in it.
  • Check that the category is not full (Discord limits categories to 50 channels).

Messages are not being relayed​

  • Check that the ticket channel still exists and the bot has permission to send messages in it.
  • Make sure maintenance mode is not enabled.
  • Verify that the user has not been blocked.

Ticket System issues​

Users cannot open tickets​

  • Verify that the Ticket System is enabled in your dashboard.
  • Check that maintenance mode is not enabled.
  • Ensure the user is not on the blocklist.
  • If "Allow only one ticket per user" is enabled, the user may already have an open ticket.
  • If ticket topics with required roles are configured, verify the user has the necessary roles.
  • If opening hours are configured, check whether the support bot is currently closed.

Ticket opening messages are not appearing​

  • Make sure you have configured at least one ticket opening message in your dashboard.
  • Verify that the bot has permission to send messages in the configured channel.
  • Reload the bot after making configuration changes.

Claiming is not working​

  • Verify that ticket claiming is enabled in your dashboard.
  • Make sure the claim button is enabled if you want staff to claim via button.
  • Check that the notification channel exists and the bot has permission to send messages in it.

Voice Support issues​

The /voice commands don't show up​

  • Voice Support is an early-access preview. The /voice commands only register while the server owner holds the ScootKit Membership Early Access perk.
  • Make sure Voice Support is enabled in your dashboard.
  • Reload the bot after flipping the Early Access or Enable Voice Support toggles - the slash-command list only refreshes on bot restart.

Voice Support is stuck offline​

  • Check the State mode. In staff-presence mode, Voice Support is closed until at least one staff member joins a channel in the support category. In opening-hours mode, it's closed outside your configured opening hours.
  • Make sure a member of a staff role is connected to a voice channel inside the support category (not the queue channel itself).
  • If you just toggled Voice Support on, give the dashboard embed up to 60 seconds to re-render - the status ticker runs once a minute.

Users aren't getting position DMs​

  • The user must have direct messages from server members enabled in Discord privacy settings. The bot can't DM a user who has DMs closed for the server.
  • Check that the user actually joined the queue voice channel - not a support channel directly.
  • If position updates stop arriving mid-wait, the user may have deleted the original DM message; the bot edits the existing DM rather than sending a new one.

"Pull Next User" button does nothing / is disabled​

  • The button is disabled while Voice Support is offline or the queue is empty - check the dashboard embed's status.
  • The staff member clicking must be sitting in a support channel (any voice channel in the support category other than the queue channel). Clicking from the queue channel is intentionally ignored - being in the queue is for users, not staff.
  • Confirm the clicking member has one of the configured staff roles.

Waiting music isn't playing​

  • Verify waiting music is enabled and at least one track is configured in the waiting-music section.
  • If three tracks failed to stream in a row, the bot automatically disables playback and posts a notice in the dashboard channel. Fix or replace the failing URLs and re-enable music.
  • With Join on demand enabled, the bot only connects once a user joins the queue channel - an empty queue means no music is streaming by design.
  • AI-generated tracks that 404 after being deleted from the file library will fail to play - regenerate or upload a replacement.

Queue channel name doesn't change between open/offline​

  • Make sure Enable channel rename is on and both the online/offline names are set - a blank target name simply skips that transition.
  • Discord rate-limits channel renames to 2 per 10 minutes. The bot enforces a 4-minute cooldown on its side; rapid open/close flaps may queue a rename until the cooldown clears.
  • Confirm the bot has Manage Channel permission on the queue channel.

Forum Support issues​

New forum threads aren't being handled​

  • Make sure Forum Support is enabled and the forum channel is added on the Forum Channels page.
  • The channel must be a Discord Forum channel - not a normal text channel.
  • Check the bot's permissions in the forum channel: it needs View Channel, Send Messages in Threads, Create Public Threads, Manage Threads, and Manage Messages.
  • Only threads created after you enabled Forum Support are picked up automatically.

The /forum commands don't show up​

  • The commands only appear when Forum Support is enabled and the feature is available for your server (early access).
  • Discord can take a few minutes to refresh slash commands - try fully restarting your Discord client.

The staff queue panel isn't appearing​

  • Set a staff queue panel channel in the configuration.
  • The bot needs permission to send and edit messages in that channel.

Members can't reply in their own thread​

  • If you turned on Lock until claimed, the thread stays locked until a staff member claims it - claiming unlocks it automatically. See Claiming.

Other members' messages keep getting deleted​

  • That's the Only the original poster and staff can write option. Turn it off in the configuration if you want everyone to be able to comment.

Priority threads aren't jumping the queue​

  • Priority comes from a topic marked as priority, or from a forum channel's Priority settings (priority roles or tag). Make sure one of those is configured.

Feedback or close DMs aren't being sent​

  • The member may have DMs disabled - the bot can't message users who block direct messages.
  • For feedback, confirm it's enabled and that the thread lasted longer than the configured minimum duration.

AI FAQ issues​

The AI FAQ section isn't in my dashboard​

  • AI FAQ is an early-access beta. If you don't see the section, your server isn't in the beta yet - request access via the contact form.
  • Your Support Bot must be running v3 or newer - older builds don't include AI FAQ.

The AI isn't answering questions​

  • Turn on the master switch: Settings → Enable AI FAQ on this server.
  • The master switch alone does nothing - you also have to tell it where to answer. Enable channel auto-answer and/or the pre-ticket gatekeeper.
  • The AI answers from your knowledge base. If you haven't written any FAQ entries yet, it has nothing to answer from.
  • Make sure you have AI credits left (see below).

The AI suddenly stopped answering​

  • You've most likely run out of AI credits. Each answer costs credits - check Settings → Status on the AI FAQ page for your balance. Your monthly grant tops up on the 25th, or you can top up. See Credits & Pricing.

The answers are off-topic or unhelpful​

  • The AI only answers from your FAQ entries - add clearer, more specific entries that cover what your members actually ask.
  • Use Insights to see what's being asked and where the answers fall short.

Still need help?​

If your issue is not listed here, feel free to create a ticket on our Discord server - we're happy to help!

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