Time CapsuleUser handbook
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Product siteOpen portal

Questions, incidents, and updates

Send the right context. Keep secrets private.

Use the authenticated moderator-portal form for an account/server-scoped case. Use Time Capsule Support for questions, reproducible bugs, posted security instructions, and bot status updates.

Secure portal formOfficial Discord serverStatus + security

Choose a route

Match the channel to the request.

Need Use Include
Server/capsule/account issue needing private context Moderator portal → Need help? → Contact support Selected server, exact steps, expected/actual result, safe reference
Missing Access or deleted destination Server moderator first; support if permissions are correct Capsule ID, server, destination channel, UTC timestamp, and whether View Channel, Send Messages, Embed Links, and Attach Files are allowed. A deleted explicit destination pauses for review and never falls back to the default.
Member needs private bot support /timecapsule help → Contact support Category, subject, message, optional reference
How-to question #help in Time Capsule Support Goal, guide step, sanitized error text
Reproducible product bug #bug-reports in Time Capsule Support Steps, expected/actual behavior, version, timestamp, sanitized references
Sensitive security issue Follow the support server’s private security-reporting instructions or portal Safety or abuse form Minimal safe summary first; sensitive details only in the instructed private route
Bot availability/update Status updates in Time Capsule Support, including #status Check the latest update before opening a duplicate case

Moderator portal support form

Submit an authenticated, server-scoped request.

  1. Open help from the affected page

    Input: Sign in, select the affected server, navigate to the page where the issue occurs, then choose the bottom-right Need help? control and Contact support.

    Expected result: The support form opens. Your Discord account, selected server, and current portal page are attached automatically.

  2. Choose the closest category

    Input: Select Something is not working, Capsule or delivery, Safety or abuse, Plan or billing, Account or access, or Something else.

    Expected result: The request is saved with a normalized category for routing.

  3. Write a short, specific summary

    Input: Enter 4–120 characters naming the affected action and state.

    Expected result: The field validates and helps support distinguish the case at a glance.

    Example: Delivery remains pending after channel permission fix

  4. Describe expected and actual behavior

    Input: In What happened, enter 10–4,000 characters with numbered reproduction steps, expected result, actual result, UTC timestamp, and what you already tried.

    Expected result: Support can reproduce the issue without asking you to repeat the basic sequence. Bot errors include an ERR-YYYYMMDD-XXXXXX reference that developers can match to the server and activity logs.

  5. Add a safe reference

    Input: Enter up to 120 characters such as a capsule ID (visible in Capsules, Overview, and Activity), support code, Discord message link/ID, provider invoice ID, or sanitized error reference. If left blank, the latest portal correlation ID is added automatically.

    Expected result: The request connects to the relevant portal operation without exposing credentials.

  6. Send once and save the receipt

    Input: Choose Send support request once.

    Expected result: The portal confirms: Request [code] was sent securely to the support team. Keep the code. If a delivery route is temporarily unavailable, the saved request/error still includes its support code.

Good report example: “Server: Garden Club. Capsule AB12CD. At 2026-07-17 18:22 UTC, Activity changed to Failed after the destination channel was recreated. Expected one reveal in #anniversary; no message appeared. I verified View Channel and Send Messages, then retried once. Portal reference: …”

Discord bot help hub

Members can open help without portal access.

/timecapsule help

  1. Open the private hub

    Input: Run /timecapsule help.

    Expected result: A private help hub offers the user handbook, command reference, support-server route, and Contact support. The command alone does not yet submit a request.

  2. Open Contact support

    Input: Choose Contact support, then enter a required category up to 80 characters, required subject up to 120, required message of 10–1,500, and optional reference up to 100.

    Expected result: The support modal validates the inputs and submits the member’s request. The default limit is five support requests per hour.

  3. Keep the returned reference

    Input: Save the private receipt after submission.

    Expected result: The receipt contains the support reference for follow-up.

Official Discord support server

Join Time Capsule Support.

https://discord.gg/ecGVHkCW4g

  1. Open the official invite

    Input: Open discord.gg/ecGVHkCW4g.

    Expected result: Discord shows an invite to a server named Time Capsule Support. Do not continue if the displayed server name is different.

  2. Join with the account you use for support

    Input: Choose Accept Invite in Discord and select/confirm the correct account.

    Expected result: Time Capsule Support appears in your Discord server list.

  3. Complete onboarding

    Input: Read the welcome and rules, complete any Discord membership screening or verification prompts, and review the available support/security channel descriptions before posting.

    Expected result: The support channels available to your role become visible and you understand where public versus private reports belong.

  4. Use the correct channel

    Input: Post product and usage questions in #help. Post reproducible bug reports in #bug-reports. Read the server’s security-reporting instructions for sensitive issues. Follow bot status updates in the support server, including #status.

    Expected result: Questions, bugs, security matters, and status discussion stay in their intended workflows.

  5. Format a useful public post

    Input: State your goal, sanitized steps, expected result, actual result, Time Capsule version if known, and timestamp. Remove user tokens, bot tokens, passwords, recovery codes, private content, and payment details.

    Expected result: Volunteers/support can help without asking you to expose secrets or move an ordinary question into an incident workflow.

Security reporting

Do not post exploit details in public channels.

  1. Stop public disclosure

    Input: Do not post proof-of-concept steps, active exploit details, credentials, tokens, private capsule content, or sensitive personal information in #help or #bug-reports.

    Expected result: The issue remains contained while you find the official private route.

  2. Find the current private instructions

    Input: In Time Capsule Support, read the posted security-reporting instructions. If you have portal access, you may open Need help? → Contact support → Safety or abuse with only a minimal safe summary first.

    Expected result: You receive or follow the current private channel for sensitive evidence.

  3. Send only what the private process requests

    Input: Provide impact, affected feature, safe reproduction outline, time observed, and references. Revoke exposed credentials through Discord/provider controls; do not send the secret itself to Time Capsule.

    Expected result: Support can triage impact while credential recovery happens at the system that issued the credential.

Time Capsule will never ask for: your Discord password, Discord user token, bot token, recovery codes, full card number, or security code.

Bot status

Check the update before opening duplicates.

  1. Read the support-server status update

    Input: Open Time Capsule Support and review the latest bot status post in the status area, including #status.

    Expected result: You see whether the issue is known, what is affected, and any requested workaround or next update.

  2. Compare your server and timestamp

    Input: Check /timecapsule version and, for Plus staff, the portal Insights As of time and runtime state.

    Expected result: You can tell support which deployed version/snapshot you observed and whether the public update matches.

  3. Open a case only when it adds evidence

    Input: If the status post asks for reports or your symptoms differ, submit one case with the status-post reference, server, timestamps, and exact difference.

    Expected result: Support receives new diagnostic value instead of a duplicate “is it down?” request.

Official support invite: discord.gg/ecGVHkCW4g