Welcome to Celestial Games Support
Celestial Games Support – Ticket System Guidelines
Submitting a support ticket is a serious process and must be done properly in order for our team to assist you effectively.
A well-written and complete ticket allows our support staff to review and resolve your issue as quickly as possible.
When Opening a New Ticket
Please make sure to:
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Select the correct category for your issue.
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Fill in all required fields (player name, UUID, game, and detailed description).
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Provide clear and complete information about your problem.
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Always include the IDs of all related objects (such as breedables, homes, hives, or any other in-world item). Every object has its own unique ID, and these IDs are essential for us to identify and verify what happened.
⚠️ IMPORTANT:
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Tickets that are poorly written, missing information, or contain false details will no longer be processed.
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Repeated submission of incomplete tickets may result in loss of support privileges.
Communication and Respect
Our support team dedicates their time to helping players and maintaining the quality of our games.
Please show basic respect and courtesy when submitting a ticket — a simple “Hello” or polite introduction before your request is always appreciated.
Rude, aggressive, or disrespectful messages will not receive a reply and may result in further action against your account.
Contacting CSRs In-World
Players may contact CSRs in-world for immediate assistance with minor issues.
However, if the CSR cannot resolve the issue directly, you must submit a ticket through the support system.
All official support and account-related actions will only be processed via the ticket system.
This ensures proper tracking, verification, and resolution of your request.
Repeated attempts to bypass the ticket system for issues that require CSR verification may result in restricted support privileges.
Following Up on an Existing Ticket
To check your ticket’s progress, use the “View Existing Tickets” option.
You will need:
Tickets are processed within 24 to 48 hours, depending on the number of requests.
Thank you for your understanding and cooperation.
By respecting these rules, you help us maintain a fair, efficient, and professional support system for everyone.
Name Changes in Our System (NOT Second Life)
If you purchase a name change from Linden Lab (LL) in Second Life, your new name is not automatically updated in our game system.
This is normal and expected — but rest assured:
✅ You can continue playing normally with your old name in the HUD and game.
However, if you would like to update your name inside our system (Celestial Games):
Starting August 1st, 2025
Name Change Processing Fee: L$1000
This covers the manual update of your entire player data across the game. It is a time-consuming process that affects your HUD, profile, game data, and player records.
Suspended Accounts – Unlock Policy
If your account has been suspended due to 6× Venom Alerts from the bees, and it is not related to autoclick detection, you can request an unlock review directly on the HQ sim.
Unlock Processing Fee: L$100
Where to unlock: Go to the HQ sim and use the Server Nexus to request the review.
Important: Do not submit a ticket for this anymore — all unlocks are now handled in-world at the Nexus.
The Server Nexus will automatically check your account status and decide whether the suspension can be lifted.
Accounts flagged for autoclick detection will not be eligible for unlocking.
Thank you for choosing Celestial Games Support