mch-questions.yml

---
questions:
  intro:
    heading: 'Welcome to #minecrafthelp!'
    description: To help you get to the right place, please answer a few questions below.
    question: What can we help you with today?
    choices:
    - text: Account issues
      to: account-issues
    - text: Cannot Log In
      to: account-issues.unable-log-in.message
    - text: Technical issues
      to: technical-issues.is-pc
    - text: In-game questions
      to: in-game-questions
    - text: Something else
      to: something-else.ready
  account-issues:
    description: While we are unable to help with accounts issues (we are not Mojang), we can still help you find the right place to ask for help.
    question: What account issues are you having?
    choices:
    - text: Unable to log into Minecraft
      to: account-issues.unable-log-in.message
    - text: Email related issues
      to: account-issues.account-hacked
    - text: Only able to play demo mode
      to: account-issues.demo-mode
    - text: Payment issues
      to: account-issues.payment-issues
    - text: Account was hacked
      to: account-issues.account-hacked
    - text: Issues with migration
      to: account-issues.migration-issues
    - text: Something else
      to: account-issues.ready
  account-issues.unable-log-in.message:
    question: What is the error message shown to you?
    choices:
    - text: Invalid username or password
      to: account-issues.unable-log-in.logged-in-before
    - text: Could not connect to server
      to: technical-issues.ready
    - text: Something else
      to: technical-issues.ready
  account-issues.unable-log-in.logged-in-before:
    question: Have you been able to log into Minecraft on this computer before?
    choices:
    - text: 'Yes'
      to: account-issues.unable-log-in.reset-password
    - text: 'No'
      to: technical-issues.ready
  account-issues.unable-log-in.reset-password:
    question: Have you tried [resetting your password](https://account.mojang.com/password)? Make sure to check the spam folder. The reset password email may take up to 15 minutes to arrive.
    choices:
    - text: 'Yes, and the new password doesnt work'
      to: account-issues.unable-log-in.is-throttled
    - text: 'I have not received the email after 15 minutes'
      to: account-issues.account-hacked
  account-issues.unable-log-in.is-throttled:
    description: >
      Most likely, **your login is being throttled**. This can happen if you have too many failed login
      attempts. Wait **one** hour, [reset your password](https://account.mojang.com/password), then try logging
      into Minecraft.

      If that doesn't work, comeback here and select "No" when you answer this question.
    choices:
  account-issues.account-hacked:
    heading: ''
    description: >
      If you think your account was hacked or you don't receive Mojang's emails, please see
      [this Mojang Support article](https://help.mojang.com/customer/portal/articles/361483) for information on how to
      get your account back.    

      Note that our volunteers **have no access to account information**, and can't help you with account issues.    
      If you already [sent a email to Mojang](https://help.mojang.com/customer/portal/emails/new), please wait for their response.   
      
      You can see [this article](https://help.mojang.com/customer/en/portal/articles/359446-when-will-i-hear-back-) for information on when they will get back to you
    choices:
  account-issues.demo-mode:
    heading: ''
    description: |
      If you are only able to play demo mode after purchasing the game, the most likely cause is that **you have logged
      into the wrong Mojang account**. Check your email address for any misspellings, and try again.

      Other causes include:

        1. **Forgetting to set a profile name** ([you can do so here](https://account.mojang.com/me))
        2. **Forgetting to migrate your old Minecraft.net account**
       ([click here for help with migration](https://help.mojang.com/customer/portal/articles/438361))

      For more information on how to fix this problem, please see this
      [Mojang Support article](https://help.mojang.com/customer/portal/articles/1218766) for information on how to
      fix your account.

      If you have read the article above and would like to speak to our volunteers, please continue below:
    choices:
    - text: I have read the article and would like more assistance
      to: account-issues.ready
  account-issues.migration-issues:
    heading: ''
    description: |
      If you are having issues with migration, please see
      [this Mojang Support article](https://help.mojang.com/customer/portal/articles/438361) for more information on
      how to get help.

      NOTE: If you had a Minecraft.net account and your account was not premium (i.e. paid), your username has been
      lost - please purchase a new copy of Minecraft instead.

      If you have read the article above and would like to speak to our volunteers, please continue below:
    choices:
    - text: I have read the article and would like more assistance
      to: account-issues.ready
  account-issues.payment-issues:
    heading: ''
    description: |
      If you are having payment issues, please see
      [this Mojang Support article](https://help.mojang.com/customer/en/portal/articles/417071-i-can%E2%80%99t-make-a-purchase)
      for information on common issues.

      If you have read the article above and would like to speak to our volunteers, please continue below:
    choices:
    - text: I have read the article and would like more assistance
      to: account-issues.ready
  account-issues.ready:
    heading: Ready to go!
    description: |
      You're now ready to enter the \#minecrafthelp support chat. When you enter, just **state your question again**
      (we can't see what you've answered here) and wait patiently for a response.

      Please note that:

       - We are all volunteers here and are busy with our own work - please be patient while
         waiting for a response.
       - **We are not Mojang** and **we cannot solve your account problems** - however we'll try to give you advice
         on what to do.
       - **Do not disclose login details in the chat** - this is a public place!
    exitTo: ".mch-chat"
    exitText: "#minecrafthelp"
  in-game-questions:
    description: >
      Note: [Minecraft Forums](https://www.minecraftforum.net), the [/r/Minecraft](https://reddit.com/r/Minecraft)
      and [/r/AskMinecraft](https://reddit.com/r/AskMinecraft) subreddit will probably be more helpful than us.'
    question: What kind of in-game issues are you having?
    choices:
    - text: Launching the Game
      to: technical-issues.is-modded
    - text: Command-block issues
      to: in-game-questions.command-blocks
    - text: Something else
      to: in-game-questions.ready
  in-game-questions.command-blocks:
    heading: Ready to go!
    description: >
      While we are unable to offer command block help, our friends at \#commandblocks are always here to help.
      Please note that they, too, are run by volunteers so please be patient while waiting for a response.
    exitTo: ".cmdblocks-chat"
    exitText: "#commandblocks"
  in-game-questions.ready:
    heading: Ready to go!
    description: >
      You're now ready to enter the the \#minecrafthelp support chat. When you enter, just **state your question again**
      (we can't see what you''ve answered here) and wait patiently for a response.

      Please note that:
       - We are all volunteers here and are busy with our own work - please be patient while waiting for a response.
       - If you're not getting a response, try [Minecraft Forums](https://www.minecraftforum.net),
       [/r/Minecraft](https://reddit.com/r/Minecraft) or [/r/AskMinecraft](https://reddit.com/r/AskMinecraft).
       - *Do not disclose login details in the chat* - this is a public place!
    exitTo: ".mch-chat"
    exitText: "#minecrafthelp"
  technical-issues.is-pc:
    heading: ''
    question: Are you looking for help with Minecraft for Windows/Mac/Linux? (Excluding Windows 10 Edition)
    choices:
    - text: 'Yes'
      to: technical-issues.is-modded
    - text: 'No'
      to: technical-issues.end-pc
  technical-issues.end-pc:
    heading: ''
    description: >
      Unfortunately, we do not offer support for other Minecraft versions.
      You can try the resources below:

       - Minecraft: Pocket Edition (PE): [Click here](http://www.minecraftforum.net/forums/support/minecraft-pocket-edition-support)
       - Minecraft: Windows 10 Edition: [Click here](http://www.minecraftforum.net/forums/support/minecraft-windows-10-edition)
       - Minecraft: Xbox 360 Edition: [Click here](http://www.minecraftforum.net/forums/support/minecraft-xbox-360-edition-help)
       - Minecraft: Xbox One Edition: [Click here](http://www.minecraftforum.net/forums/support/minecraft-xbox-one-edition)
       - Minecraft: PS3 Edition: [Click here](http://www.minecraftforum.net/forums/support/minecraft-playstation-3-edition)
       - Minecraft: PS4 Edition: [Click here](http://www.minecraftforum.net/forums/support/minecraft-playstation-4-edition)
       - Minecraft: Playstation Vita Edition: [Click here](http://www.minecraftforum.net/forums/support/minecraft-playstation-vita)
       - Minecraft: Wii U Edition: [Click here](http://www.minecraftforum.net/forums/minecraft-wii-u-edition/mcwiiu-discussion)
       - Minecraft: Nintendo Switch Edition: [Click here](http://www.minecraftforum.net/forums/minecraft-nintendo-switch/mcswitch-discussion)
       - Minecraft: Education Edition: [Click here](https://education.minecraft.net/support/contact-us/)
    choices:
  technical-issues.is-modded:
    heading: ''
    description: ''
    question: Is your Minecraft modded? Note that server plugins also counts as mods.
    choices:
    - text: 'Yes'
      to: technical-issues.end-modded
    - text: 'No'
      to: technical-issues.has-incompatible-software
    - text: I don't know
      to: technical-issues.has-incompatible-software
  technical-issues.has-incompatible-software:
    heading: ''
    description: |
      ## Is your problem related to **Unable To Save / Download** errors?

      (e.g. Attempting to move successful download, File is being used by another process)

      If you are on macOS or Linux, choose "No".
    choices:
    - text: 'Yes'
      to: technical-issues.bytefence
    - text: 'No'
      to: technical-issues.ready
  technical-issues.bytefence:
    heading:
    description: |
      A common cause of these problems is due to your antivirus, or **incompatible programs such as ByteFence**.

      If you have ByteFence, follow the following instructions to uninstall it:

      For **Windows 10**:

       1. Open or Click Windows Menu.
       2. Choose the Settings menu to display all contents.
       3. Select and click on "System".
       4. Under Windows menu, click on Apps and features.
       5. Select ByteFence from the list.
       6. Click on Uninstall button to remove ByteFence.

      For **Windows 8 and 8.1**:

       1. Click on bottom left corner of the screen.
       2. Click on Control Panel.
       3. Click Uninstall a Program.
       4. Select ByteFence from the list and click Uninstall button.

      For **Windows 7, Windows Vista or Windows XP**

       1. Click on Start menu, then Control Panel.
       2. Double-click Add or Remove Programs.
       3. In the "Currently Installed Programs" window, select ByteFence and then click Change/Remove.

      After the uninstall **restart your PC** for the changes to apply.

      Also, please make sure you uninstall [all incompatible software](https://minecraftirc.net/support-articles/known-incompatible-software/)
      from your computer before asking for help.
    choices:
      - text: I do not have ByteFence, or I have removed all incompatible programs from my computer
        to: technical-issues.ready
  technical-issues.end-modded:
    heading: ''
    description: |
      We do not offer support for modded clients or servers. For help with
      mods, contact the mod's author on the mod's thread (usually on Minecraft Forums).
      Also, try the [Modded Client Support](http://www.minecraftforum.net/forums/support/modded-client-support) section.

      If you would like help with removing all mods, see [this guide](http://hopper.minecraft.net/help/guides/reinstalling-minecraft/)
      for more information. You'll need to remove all mods before requesting
      support.

      Feel free to come back if the issue persists after uninstalling the mods.
    choices:
  technical-issues.ready:
    heading: Ready to go!
    description: |
      You're now ready to enter the \#minecrafthelp support chat. When you enter, just **state your question again**
      (we can't see what you've answered here) and wait patiently for a response.

      Please:

       - Be patient - we are all volunteers here and are busy with our own work.
       - Have crash logs / DxDiag logs ready (if applicable).
       - **Do not disclose login details in the chat** - this is a public place!"
    exitTo: ".mch-chat"
    exitText: "#minecrafthelp"
  something-else.ready:
    heading: Ready to go!
    description: |
      You're now ready to enter the \#minecrafthelp support chat. When you enter, just **state your question again**
      (we can't see what you've answered here) and wait patiently for a response.

      Please:

       - Be patient - we are all volunteers here and are busy with our own work.
       - Have crash logs / DxDiag logs ready (if applicable).
       - **Do not disclose login details in the chat** - this is a public place!
    exitTo: ".mch-chat"
    exitText: "#minecrafthelp"
startQuestion: intro