Contacting support
If you need Biterra support, include enough context for the team to find the right organisation, world, user, challenge, or score entry quickly.
For support, contact support@biterra.co unless your organisation has a separate support route.
What to include
Include as many of these as apply:
| Detail | Why it helps |
|---|---|
| Organisation name | Confirms the workspace and plan context. |
| World or event name | Identifies the affected CTF event. |
| Event URL or world URL | Reduces ambiguity when names are similar. |
| Player email address | Helps find the account, invite, registration, or team membership. |
| Team name | Helps investigate team capacity, score, invite code, or map state. |
| Challenge name | Helps investigate locked challenges, scoring, files, launchables, or solve behaviour. |
| Time and timezone | Helps match logs, score entries, registrations, and support reports. |
| Browser and device | Helps with UI or access problems. |
| Screenshot or screen recording | Helps identify the exact page, message, or state. |
| What you expected | Clarifies the intended behaviour. |
| What happened instead | Clarifies the observed behaviour. |
Do not send passwords, secret keys, flags for active public events, or private challenge infrastructure secrets unless the support team explicitly asks for a secure route.
Event access problems
For event registration or map access problems, include:
- Event name and link.
- Player email address.
- Whether the event is Open, Invite Only, Organisation Only, or Workshop.
- Whether the player is using an event access code, team invite code, or personal invite.
- Team name, if the event uses teams.
- Screenshot of the button or error the player sees.
Useful related pages:
Scoring problems
For scoring problems, include:
- World or event name.
- Team name.
- Challenge name, if relevant.
- Scoreboard screenshot.
- Relevant Logs entry if you can find it.
- Whether the points involve a solve, wrong-answer penalty, hint cost, first-strike bonus, manual score entry, or dynamic scoring.
Useful related pages:
Challenge problems
For locked, missing, broken, or confusing challenges, include:
- World or event name.
- Challenge name.
- Team name.
- Whether the challenge is hidden, locked, timebombed, launchable, or part of progression.
- Screenshot of the map or challenge panel.
- Any relevant progression or timebomb settings.
Useful related pages:
Launchable challenge problems
For launchable/container issues, include:
- World or event name.
- Challenge name.
- Team name.
- Instance mode: One per team or One shared.
- Whether the launch problem affects one team or every team.
- Screenshot of the launch state or error.
- Whether launch worked from a non-admin test account before the event.
Do not send raw infrastructure secrets in normal support email.
Useful related pages: