Frequently Asked Questions

Answers for common ServerMate questions. Still stuck? Join Support Discord (opens in a new tab).

Getting started

How do I add ServerMate?

Use the invite link (opens in a new tab), pick your server, and authorize. Then sign in at servermate.gg (opens in a new tab).

How do I open the dashboard?

Go to servermate.gg (opens in a new tab), sign in with Discord, and select your server under My Servers.

What permissions does the bot need?

At minimum: Read/Send Messages, Embed Links, Read Message History. For moderation: Manage Messages, Kick Members, Ban Members, Moderate Members, Manage Roles. Place the bot role above roles it must assign.

Features & commands

Why isn't a command working?

Check in order:

1. Feature Centre — parent feature is on
2. Commands tab — command is enabled
3. Settings → Permissions — your role has command access
4. Discord — bot has permission and role hierarchy
5. Custom bot — connected if you use Bot Customisation

Full checklist: Help — common issues

What's the difference between features and commands?

• Features are capability groups (Moderation, Creator Alerts, …) toggled in Feature Centre
• Commands are individual slash commands toggled on the Commands tab
• You need both: feature on and command enabled

Does /help show what's available?

Yes. /help lists commands and features with Free vs Premium tiers for your server.

Are custom commands slash commands?

No. Custom commands use a dot prefix (e.g. .rules) configured in Feature Centre → Custom Commands.

Plans & billing

What's free?

The Free plan includes one server with core moderation, embeds, reaction roles, custom commands, polls, verification, tickets, todo lists, Server Link (limited), and 2 active creator alerts. See Pricing (opens in a new tab).

What does Pro include?

Pro (Solo, Squad, City plans) adds AI summaries, unlimited creator alerts, live alert rules, custom branded bot, server groups, and ban sync on Squad+. Limits vary by plan.

How do I upgrade?

Open Subscription in the dashboard or visit Pricing (opens in a new tab). Billing is through Stripe.

Can I change or cancel my plan?

Yes — upgrade, downgrade, or cancel from Subscription. Pro features stay active until the end of the billing period.

Refund policy?

See our legal / refund policy (opens in a new tab). Refunds are handled case-by-case (billing errors, service not as described, Australian Consumer Law). Contact support@servermate.gg.

Specific features

How do creator alerts work?

Add creators in Feature Centre → Creator Alerts, pick platforms (Twitch, YouTube, Kick, TikTok, X) and channels. Free: 2 active alerts. Pro: unlimited + live alert rules. See Creator Alerts setup.

How does AI Summary work?

Enable AI Summarisation (Pro), set up a custom bot with Message Content (required to read messages), then use /summarise or the dashboard. Monthly quotas apply by plan; BYOK optional. See AI Summary setup.

Do custom commands need a custom bot?

Dot-prefix commands (default ., e.g. .rules) yes — they require a custom bot with Message Content Intent. Slash-prefix custom commands (/ prefix) are registered as slash commands and do not. See Custom bot setup.

What is Server Link?

Link game servers (FiveM and other query-based platforms) to Discord for /serverstatus and /serverplayers. Configure in Feature Centre → Server Link.

What are Server Groups and ban sync?

Group multiple servers in one workspace. On Squad+ plans, bans in one synced server can propagate to others in the group (with exemptions).

Is FiveM supported?

Yes, via Server Link — not separate ESX/QBCore bot modules. Add your server connection in the dashboard.

Troubleshooting

Bot not responding?

• Confirm the bot is online in the member list
• Check feature + command enabled
• Verify syntax (/command, not !command)
• Try /help

Command not appearing in Discord?

• Enable on Commands tab; wait up to ~1 minute
• Parent feature must be on in Feature Centre
• Custom bot must be connected if you use Bot Customisation

Staff can't open the dashboard?

Grant web access under Settings → Permissions — not Feature Centre.

I saved permissions but nothing changed?

The feature is probably still off in Feature Centre. Enable it first.

Support

When reporting bugs, include steps to reproduce, your server ID, and what you expected vs what happened.

ServerMate is in beta — features and limits evolve. Check Pricing (opens in a new tab) and release notes in Support Discord for updates.