Frequently Asked Question
On network incidents:
The best way to report issues is at the time they occur. If an incident occurs on the network, it is best to attempt to engage an online Supervisor at the time of incident. You may request a Supervisor's assistance by typing the following into your pilot or controller client:
.wallop (brief description of issue/assistance needed) Example: .wallop ABC123 is unresponsive
While it is preferred that incidents are reported at the time of incident, the Supervisor team understands that there are situations in which an incident needs to be reported at a later time. One of the reasons for this may be if a Supervisor was not available at the time. Our Supervisor team is comprised of all volunteers and while we try to maintain 100% Supervisor coverage, there are times when a Supervisor is unable to respond.
When submitting a report after the fact, please attempt to gather as much evidence as possible. This may include video recording of the incident in question. You may then submit the report via https://support.vatsim.net, selecting the "Network Supervisors / Incident Report" Help Topic.
Off network incidents:
Occasionally, an issue may occur off the network which needs to be reported. VATSIM does not care to engage in the constant policing of its Members, but this does not mean that we are unable to investigate issues which occur on a VATSIM service (Official VATSIM Discord, TeamSpeak server, forums, etc). Any official VATSIM media is governed by the VATSIM Code of Conduct. If a situation occurs on one of these platforms, the preferred method of resolution starts at the moderators or staff team which oversee the platform. For example, the VATSIM Community Discord has a team of moderators who are able to take action on the Discord and have channels to escalate reports to the Supervisor team as required.
If the local team is not addressing an issue appropriately, gather as much evidence as possible, this may include video recording of the incident in question. Then submit the report via https://support.vatsim.net, selecting the "Network Supervisors / Incident Report" Help Topic.