How can we help you?

If you can't find the answer, open a ticket. The team usually replies within a day.

FAQ

When will my purchase arrive?

Usually delivered within minutes while the server connection is up. If you're in game, you may need to rejoin once.

My island was reset — will my items be deleted?

Memberships and permanent products aren't affected by season resets. Only islands and inventories are reset.

How do I appeal a ban?

Open a ticket below with the "Appeal" category. You can see your punishment record on the Punishments page.

Can I get a refund?

You can request a refund for unused products within the first 24 hours. Details are on the Distance Sales Agreement page.

Log in to see your tickets

Once you log in, your tickets and replies show up here.