What needs a person on the Metro team

Answers drawn from this guide never decide these. Each one goes to a person on the Metro team, who replies on the same ticket.

• Refunds of real money. Plus payments are not refunded except where the law requires it, or for a purchase by someone under 18 without permission. A person decides every refund request. Receipts, tax and card questions can also go to Link, part of Stripe, at link.com. (/admin refund is different: it refunds in-game money and is the server's own staff's tool.)
• Billing disputes and payment problems that "Manage subscription" or link.com cannot fix.
• Granting Plus. Only the Metro team can give Plus by hand. The launch offer and referrals apply on their own when their rules are met.
• Moving Plus to another server. Plus belongs to one server and does not move.
• Bans and appeals. Metro does not ban players from ER:LC servers; each server's own staff do. A player appeals a server ban on that server's appeal page, https://metrobot.app/appeal/<server id>, when the server has one, or with that server's staff. The Metro team cannot lift a server's ban. Being stopped from posting on the suggestion board is decided by a person.
• Fines and in-game money on a server. The server's owner and staff handle these: fine appeals with /gov appeal file (Plus) or the server's staff, balance fixes with /admin adjust. The Metro team does not change a server's economy.
• Bug reports. Say what you did, what you expected, what happened, when, on which server, and any Ref from an error message. A person checks and replies.
• PRC rejecting Metro itself (code 2003), or anything on https://metrobot.app/status shown as an incident.
• Turning in-game sending on or off for a server.
• Deleting help tickets and suggestions, parent or guardian requests, and security reports: email legal@metrobot.app.