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The Support FAQ (Frequently Asked Questions) exists to answer common questions and problems you may experience with account management or billing. If you are seeking technical support for the Pixel Mine Launcher or Forums please visit our Tech FAQ. If you are seeking technical support for a specific game, please contact the technical team for that game.
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I cannot validate my email address
Problem: You cannot validate the email address associated with your account
Possible Reasons:
- You did not enter your email address correctly when you signed up
- The validation email is getting sent to your spam folder
- The validation code is not working
- You signed up with a hotmail email address
Solutions:
- If you accidentally entered a bad email address, you can request a new validation email to be sent when you log in to your account. Follow the instructions on the validation email.
- Add support@pixelminegames.com and the pixelminegames.com domain to your mail program's safe sender's list
- Email support if you have received the validation email but it is not working
- Hotmail usually works with our system, however, in the past some hotmail users have had difficulty verifying their accound and receiving emails from us. If you signed up using a hotmail account and are unable to verify your email address, please email support.
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I cannot update my account or billing information
Problem: You cannot update your account or billing information
Possible Reasons:
- Your email address has not been validated
- Your account is banned, suspended, or locked out
Solutions:
- If your email address has not been validated, do so by following the instructions on your validation email. If you are having difficult validating your email, please see the Validate Email FAQ topic above.
- If your account is locked out, wait for your account to be unlocked (usually a few minutes). Support cannot unlock your account.
- If your account is banned or suspended and you are unclear about why this has happened, please email support
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I want to purchase tokens but it says the store is disabled
Problem: You cannot purchase tokens from the store. A text message reads "The store is disabled. Accounts that are banned, suspended, locked out, or not activated cannot view the store. View your account for more information."
Possible Reasons:
- Your account is not activated
- Your account is locked out (An account lock is an automatic, temporary security measure that occurs when fraudulent activity is suspected)
- Your account is banned or suspended
Solutions:
- View your account state as displayed in the account section of the website
- If your account is not activated, validate your email address then update your account information
- If your account is locked out, wait for your account to be unlocked (usually a few minutes). Support cannot unlock your account.
- If your account is banned or suspended and you are unclear about why this has happened, please email support
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I want to transfer tokens to someone else but it says that my star level isn't high enough
Problem: You cannot transfer tokens to another player. The message tells you that your star level is not high enough.
Possible Reasons:
- You are a new player
- You have recently changed your account information
Solutions:
- To protect our customers, there are a number of credentials that your account must meet before you are allowed to transfer tokens. The star level associated with your account is one of these credentials. Your account must have a star level of 2.5. Each new player starts out with 1 star. Earn stars by keeping your account in good standing with successful transactions over a period of time.
- When you change your account information, your star level may decrease. This is a security measure intended to protect our customers.
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My card keeps getting declined
Problem: When you try to purchase tokens or set up a subscription or auto token purchase, you get a message that says your card has been declined.
Possible Reasons:
- You did not enter your card information correctly
- You are using a saved card and the information is not correct on that card
- You are from Canada and did not enter your postal code in the proper format
- Your card is not good
Solutions:
- Double check your information and try again. If you continue to fail, do not try again. Email support.
- You cannot edit the card number, card type, or AVS code of a card once you have added it to our system using the "Keep on File" option. If you have incorrectly entered that information you will have to delete the incorrect card and add a new one. Please also double check that the card information has not changed since your last purchase.
- Canadian banks require you to enter your postal code as 6 alphanumeric characters, all caps, with a space after the third character (ex: 4RR U82)
- Contact your bank
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I keep getting an Error when I try to purchase tokens
Problem: When you attempt to purchase tokens, you receive an Error message that also directs you to contact support.
Possible Reason: The Error numbers can vary by problem.
Solution: Support can look up the specific error that you are getting and help you understand and resolve the problem. Please email support when instructed to do so.
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I cannot access the forums
Problem: You cannot access the forums
Possible Reasons:
- You have not yet reserved a forum name. The Pixel Mine Forums are tied our account system. To use the forums you must reserve a forum name.
- Your account is banned or suspended
- You have been banned or suspended from the forums
Solutions:
- Validate your email address and then reserve a forum name in the account section of the website.
- If your account is banned or suspended and you are unclear about why this has happened, please email support
- If you have been banned or suspended from the forums, please email support. Any attempts to circumvent your ban by creating additional forum personas will result in additional disciplinary measures.
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