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If something isn’t working, start by checking your logs. Most issues leave a clear trail there before you need to contact support.

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Logs

VoxelSite logs errors and AI interactions to _studio/logs/. If something goes wrong, check there first. Log files are plain text. You can open them in any text editor or download them via FTP. You can also download them from within the Studio at Settings → Server Logs.

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Before opening a ticket

A few things to check first:
  • Check the logs in _studio/logs/
  • Try a different browser to rule out extensions or cache issues
  • Verify your API key is valid and has credits with your AI provider
  • Check server requirements match the Requirements page
  • See Common Issues for solutions to the most frequently reported problems, including blank pages, missing CSS/JS, Nginx routing, and AI connection issues

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Opening a support ticket

Support is handled via email. Check the Support page for contact details.
1

Go to the Support page

Visit the VoxelSite Support page for the current contact email.
2

Describe your issue

Write a clear description of what you did, what you expected, and what happened instead.
3

Attach relevant log entries

Include the relevant log entries from _studio/logs/. The more specific you are, the faster the issue can be resolved.
The more detail you provide, the faster the issue can be resolved. Include:
  • What you did
  • What you expected
  • What happened instead
  • The relevant log entries

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What not to send

Please don’t send server login credentials (FTP, SSH, or hosting panel access). VoxelSite support never logs in to customer installations. This avoids any impression that support could cause or be blamed for security issues. If something specific needs to be seen, you’ll be asked for a screenshot or a log snippet instead.