Support

Need help?

Check the FAQ first. If that does not solve it, open a ticket; we usually reply within 24 hours.

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.