Support

Most answers are in the documentation, and it is faster than waiting for a reply. When it is not enough, this page says exactly where to go and what to expect when you get there.

Read this first

Nearly every question about setting Rostack up is answered in the docs, and they are written to be read rather than searched in desperation.

If you are trying to	Go to
Connect a group and make a first rank change	Quickstart
Get in-game hours into Rostack	Activity tracking
Understand who counts as staff, and why	Staff and roles
Work out who can do what	Permissions
Turn tracked hours into a payout	Payroll
Add or remove a part of the product	Products
Call Rostack from a game server or a bot	Ranking API

Something is broken

Write to support@rostack.app. A report that includes the following is usually fixed in one round trip instead of four, because the alternative is guessing at which of several thousand code paths you were on.

Include	Why it matters
Your workspace name or its URL	There is no way to look you up without it.
What you clicked, and what happened instead	The gap between those two sentences is usually the bug.
The exact error text, copied not described	Rostack's messages are written to be specific. Paraphrasing loses the specific part.
The trace ID if one was shown	It points at the single audit entry and the server logs for that action.
Roughly when it happened, with your timezone	Logs are searched by time. An hour either way is fine, a day is not.

Never include a Roblox account cookie, an Open Cloud key or an API key in a support message. Rostack will never ask for one, and a credential pasted into an email has to be treated as compromised and rotated.

The reply will not come from rostack.app

These addresses receive mail and deliberately do not send it, so an answer arrives from a personal address instead. Worth knowing before you decide a reply looks like an impersonation, which is a reasonable thing to suspect on a page about security. Mail claiming to come from rostack.app is another matter: the domain publishes records telling every provider to reject it, because nothing here sends mail and anything that appears to is forged.

A security problem

Report it privately to security@rostack.app rather than in a public channel, and give a reasonable window to fix it before disclosing. You will get an acknowledgement, and you will be told when it is fixed rather than left wondering.

Please do not test against somebody else's group

Use a group you own. Testing against a community that has not agreed to it affects real people's ranks and real Robux, and it is the one kind of report that cannot be thanked for. The security page describes the controls worth probing.

Your data

You do not need to ask. Both of these are self-service and immediate, from Settings in the dashboard: download everything Rostack holds about you as a JSON file, or delete your account. What is retained after deletion is listed on the privacy page rather than hidden. For anything the self-service route does not cover, write to privacy@rostack.app.

Billing

There is nothing to bill yet. Rostack is free while it is being built, staff are unlimited and are never counted, and no card is held. When paid plans arrive they will be announced before they apply, and no workspace will be switched to a paid plan without somebody choosing it.

What to expect

Rostack is built and run by one person. That is the honest reason there is no published response time on this page: a stated number would be a promise broken during exams, holidays and sleep, and a support page that lies about its own capacity is worse than one that admits its size.

Kind of message	How it is treated
Something is losing or misplacing money	Ahead of everything else, always.
A security report	Acknowledged first, then worked until it is closed.
Broken feature, blocked workspace	Next, in the order received.
A question the docs answer	Answered, and usually the docs get better.
A feature request	Read and kept. Not answered individually.

One thing that is not a support question

If Roblox itself is down or rate limiting, Rostack will say so in the interface rather than failing quietly, and there is nothing to report. Jobs are resumable, so a throttle continues where it stopped rather than starting again.

Knowing before you ask

Operational problems surface inside the product rather than only in an inbox. A failed payout run, a schedule that could not be built, a sweep that could not reach Roblox and rank changes made outside Rostack all raise a notice in the dashboard, and a workspace that has connected Discord gets them in the channel its staff already watch.

Last updated 8 September 2026