Most help comes from one of three places: the support system for staff-fixable problems, the forum/Discord for community questions, or other players in chat. This page is the practical reference for where to ask what.
Quick Answer
| Question Type | Where to Ask |
|---|---|
| "I'm stuck — bug or technical issue" | /support |
| "How do I do X in-game?" | Chat → Forum → Discord |
| "What build should I run?" | Forum, in-game chat |
| "What's the lore of...?" | Forum |
| "I want to report another player" | /support (if it's against the rules) |
| "I lost gear to a bug or crash" | /support |
| "I want to find a guild" | Commons, Forum |
| "How do I install / launch the client?" | Download page, Forum |
Quick Facts
| In-game help | Standard UO Help button on the paperdoll (stock client) |
| Support tickets | /support — web route only, not an in-game command |
| Forum | /forum — web route |
| News and announcements | /news — web route |
| Rules | /rules — web route |
| Discord | Linked from the download page |
| Response time | Hours (urgent) to days (bugs) |
When to Use /support
Use /support for things staff need to fix. These typically mean:
| Issue | Why It's Staff |
|---|---|
| Stuck character | Only staff can teleport you out |
| Lost gear from a rollback | Staff can restore from backup |
| Suspected bug | Staff need to reproduce and patch |
| Account access problem | Staff handle account flow |
| Suspected hacking / cheating report | Staff investigate |
| Rule violation report | Staff take action |
| Crash on login that you can't fix | Staff can investigate logs |
How to file a /support ticket:
- Open immortalrealm.online/support in your browser. (
/supportis the web route, not an in-game command — there is no[supportbracket command in the shard.) - The web form opens; describe your issue clearly.
- Include: what you were doing, what happened, what you expected, character name, time, location.
- Submit. Staff respond when they can.
What NOT to Use /support For
| Question | Better Place |
|---|---|
| "What build should I run?" | Forum, chat |
| "How do I get to Britain?" | Chat, Travel Guide |
| "What's a Chirurgeon?" | Civic Orders page |
| "How do I make money?" | Forum, Economy |
| "Should I PvP?" | PvP guide, forum |
| "Is the shard fun?" | Try it; ask after |
Support is for things staff fix. Player questions are for players.
How to Report a Bug
A good bug report:
| Field | Example |
|---|---|
| What you did | "Cast Recall to my house rune" |
| What happened | "Got teleported but stuck in a wall" |
| What you expected | "Stand in front of my house" |
| Where | "Britain bank, near the moongate" |
| When | "2026-05-01 around 3pm UTC" |
| Character name | "MyCharacter" |
| Reproduction | "Happened twice in a row" |
Bad bug reports:
"It's broken" — what's broken? "Recall doesn't work" — under what conditions? "I lost my stuff" — what stuff, where, when?
Specific reports get fixed. Vague reports get clarification requests, which slows everything down.
How to Report a Stuck Character
If your character is stuck (in a wall, at an unreachable spot, in a broken state):
- Open /support in your browser (web route).
- Specify: character name, current location, what you were doing.
- Wait. Don't try to log in/out repeatedly — that can make it worse.
- Staff will free your character.
Most stuck-character tickets resolve within hours.
When to Use the Forum
The forum is for community-scale questions and discussion:
- Build advice ("What template for solo PvE?")
- Guild recruitment ("Looking for an active mid-size guild")
- Lore discussion ("What's the deal with the Velvet Hand?")
- Feedback on systems
- Long-form questions that don't fit chat
- Returning-player questions ("I haven't played in 5 years, what changed?")
Forum URL: /forum.
When to Use Discord
Discord is for real-time community:
- Casual chat with other players
- Quick questions during your session
- Coordinating events, raids, group content
- Announcements that staff push out faster than newsletters
Discord link is on the download page.
When to Ask Other Players in Chat
Chat is for questions that need a fast answer right now:
- "Where's the New Haven moongate?"
- "Anyone willing to do a Last Rites for me?" (or use Commons)
- "Is the auction house in Britain?"
- "What time does the convoy depart?"
Try the local zone channel or a general channel first. If nobody answers in a few minutes, try the forum or Discord.
For chat-system specifics, Chat and Channels.
Information to Include When You Ask
Whichever channel you use, include enough context to actually answer:
| Question Type | Include |
|---|---|
| Bug report | What, when, where, character name, repro steps |
| Build question | Your skill levels, your goal, your playstyle |
| Stuck-character | Character name, exact location, what you were doing |
| Lore / system | Specific page or content reference |
| "Where do I" question | What you're trying to do, what you've tried |
The more context, the better the answer. Vague questions get vague answers.
Common Mistakes
- Using
/supportfor build questions. Staff isn't a build advisor; the forum is. - Asking the same question 5 times in chat. If nobody answered the first time, try a different channel — repeat-spam is rude.
- Not reading the page before asking. "How does Mortal Shock work?" — there's a page for that, plus a Death and Recovery walkthrough. Skim first.
- Reporting bugs without details. "It's broken" doesn't help anyone.
- Asking strangers in chat to help with high-effort things. "Can you escort me through Despise?" is a big ask. Find a guild for that.
Where to Read Next
- For commands and verbs you'll use, Commands Reference.
- For the broader new-player path, New Player Guide.
- For day-1 specifics, Your First Day.
- For chat layer documentation, Chat and Channels.
- The download page is the on-ramp when you're ready.
