Customer Support FAQ

General

I have forgotten my Pixel Mine login and/or password!

You can recover a lost login or password from the following link:

https://secure.pixelminegames.com/ForgotCredentials.aspx

I recently changed my account info and when I try to transfer tokens it says I have to wait 7 days.

When you change account info (your password, your email, etc) there is a MANDATORY 7 day waiting period before you can send or receive tokens. This policy is for your own protection and can not be changed by the support staff.

I didn't get my VIP Grab Bag this month.

If you have just purchased VIP for Dransik or Ashen Empires, you will not receive your first VIP Grab bag until 30 days have past. After that you will get your Grab Bags on the first of each month. For example if you bought a 3 month VIP package on May 25th, your first Grab Bag will be issued on June 26th (6am CST), after that you will get the remaining Grab Bags on July 1st and August 1st.

Support

How do I know if my support ticket was responded to?

Log in to your Pixel Mine Account. Press the 'Support' Tab. You will see a link to the question you submitted. Click the link and you should see the response. If you have a correct email address entered on the Pixel Mine site an email response should also be delivered with each Pixel Mine Support response.

Billing

My Credit Card order failed, but the charge still shows on my card.

Before you send in this kind of ticket, you need to understand how credit cards work and Pixel Mine's role in the process. There are basically 2 steps.

Step 1: You enter in your credit card and hit 'buy'.

Pixel Mine securely sends your card number and the amount to the credit card company for an 'AUTHORIZATION'. If the card number is good, a hold of that amount is placed on the card (NO MONEY IS CHARGED WITH THIS STEP).

Pixel Mine gets a code back saying if the Authorization is good or not. At this point we the card number is valid and there is enough money on the card.

Step 2: Pixel Mine sends the rest of the info to the card company and requests the payment. The card can fail here for a variety of reasons. The address is wrong, the name is wrong, the AVS code is wrong, the zip is wrong, etc. If the card fails we get another message back and the transaction is stopped. NOTE, Step 1 at this point is still in effect, the authorization and hold has been made. The hold is cleared by your bank/credit card on their own time table. Sometimes it takes a few minutes, sometimes up to a week. We have no control over this. At this point Pixel Mine gives you a fail code/reason and the transaction on our side is halted. We have received ZERO money at this point and you have been charged ZERO money.

How do I buy tokens with PayPal?

Step 1: Login to your account:
https://secure.pixelminegames.com/AccountLogin.aspx

Step2: Press the 'Store' tab.

Step 3: Press 'Buy Tokens'.

Step 4: Select payment method, PayByCash.

Step 5: Press 'Proceed to Checkout'. You will be taken to the PaybyCash portal.

Step 6: Select PayPal.

Step 7: Enter the required information.

What is an AVS code on my Credit Card?

An AVS code is the 3 digit code on the back of a Mastercard or Visa, or the 4 digit code on the front of an American Express card.

I didn’t find what I needed. I want to submit a Support Ticket.