Most problems are one of the five below, and most of those you can fix yourself in under a minute. If none of it helps, open a ticket in Discord and a staff member will pick it up.
Common problems
My purchase has not arrivedDelivery normally takes under a minute. Two things to try first:
- Rejoin the server. Ranks apply on your next connection. Disconnect fully and log back in rather than switching between servers.
- Check the username on your receipt. Tebex emails it to you. Purchases are delivered to the name typed at checkout, not to the account that paid.
Still missing after five minutes? Open a ticket and include your transaction ID from the receipt email. That is the fastest thing you can give us.
I bought on the wrong usernameIt happens, and it is fixable. Do not buy it again. Open a ticket with your transaction ID and the correct username, and staff will move it across.
How do I cancel a rank subscription?You cancel it yourself, no ticket needed. Tebex sends a receipt email for every payment, and that email contains a link to manage or cancel the subscription.
Cancelling stops future payments. You keep the rank until the month you have already paid for runs out.
Can I get a refund?Read the refund policy first, then open a ticket if you think your case fits. Refunds are handled one at a time by a person, so tell us what happened rather than only asking for the money back.
Chargebacks are the slow way to do this. They get the account banned automatically and take weeks. Ask us first.
I play on Bedrock. Can I buy anything?Not yet. The store verifies Java usernames with Mojang, and Bedrock accounts have no Java username to check against. We are working on it.
If you play on both, buy on your Java account and it will apply there.
Which server does my rank work on?All of them. Ranks, orbs and your level are shared across ChunkSMP, Rumble and Parkour. Buy once, and it follows you wherever you go on the network.
Opening a ticket
Tickets live in our Discord. Include these three things and we can usually solve it in one reply instead of five:
- Your in-game username
- Your transaction ID from the Tebex receipt email
- What you expected to happen, and what happened instead
Staff are volunteers in a handful of time zones. Most tickets get an answer within a few hours; anything involving a payment can take longer because it has to be checked against Tebex.
