Token FAQ
From Secondhand Lands
Token Transfers
What is a “star level”?
The Star Level is part of the trust system used to protect Pixel Mine and its customers from fraudulent trades. Stars are used to represent whether or not your account is considered trustworthy.
How do I see my star level?
Log in to the Pixel Mine Secure Site, click on the “Account” tab (https://secure.pixelminegames.com/MyAccount.aspx). Your star level is shown in the Account Information section of that page. You can also see your star level when you visit the Transfer Tokens page of the Store (https://secure.pixelminegames.com/StoreTransferTokens.aspx) although if you cannot trade it will not be shown.
How do I gain stars?
First, your account must be activated. This allows you to purchase tokens. Every new account starts with 1 star. You can gain stars by making successful transactions. Over time, your star level will rise.
How do I lose stars?
Your trust level will go down if you change payment types or have a history of failed or reversed transactions.
I want to transfer tokens to a friend, but his star level is below 2.5…what do I do?
As long as your star level is above 2.5, you can trade to anyone. NOTE: Please make sure that the person you are trading to is someone you know and trust.
I have the right star level but I can’t trade! Help!
If you have 2.5 or more stars, but you can’t trade, check to see if…
- you’ve requested your password in the past 7 days. If so, you will be able to trade again 7 days after you requested your password. Support cannot lift this restriction.
- you’ve changed your password in the past 7 days. If so, you will be able to trade again 7 days after you changed your password. Support cannot lift this restriction.
- you’ve changed your email in the past 7 days. If so, you will be able to trade again 7 days after you changed your email. Support cannot lift this restriction.
- your account is suspended. If it is suspended, and you don’t know why, send in a support ticket: https://secure.pixelminegames.com/SupportSubmitTicket.aspx.
- your account is banned. If it is banned, and you don’t know why, send in a support ticket: https://secure.pixelminegames.com/SupportSubmitTicket.aspx.
- your account is locked out. Locked Out means that your account is temporarily locked out. This can happen from too many failed login attempts and from being “kicked” out of game by a GM or developer. Wait a few minutes for the lock to lift.
I accidentally traded tokens to the wrong person…what do I do?
You are responsible for verifying that you have entered the correct name of the PLAYER that you wish to transfer tokens to. You are welcome to submit a support ticket, but understand that this is a very difficult issue to resolve.
Tokens
What are tokens?
Tokens are a digital currency that can be purchased through the Pixel Mine Secure Site and used across games on the Pixel Mine Portal. Each token is worth $.05 USD. International prices vary according to the exchange rate prevailing at the time of the transaction. You can find the current exchange rate for your home currency here.
How do I get tokens?
- Tokens can be purchased through the Pixel Mine Secure Site. We offer several payment options including credit cards, money orders, and the PayByCash service.
- You can also get tokens from friends through a token transfer.
- We also allow you to earn tokens through our Customer Referral Program.
Can I exchange tokens for cash?
No. Tokens cannot be exchanged for cash.
Refund Policy
Pixel Mine, Inc. does not refund tokens. Only in special circumstances we can compensate you with an item of equal value. This is done at the sole discretion of Pixel Mine, Inc. If any problems or questions should arise regarding your tokens, do not hesitate to contact support. We will work one on one with you to find a solution.
My account was charged, but I didn’t make the purchase…Help!
If you think someone has access to your account and is purchasing tokens, immediately change your password and contact support with a support ticket (https://secure.pixelminegames.com/SupportSubmitTicket.aspx) or email (support@pixelminegames.com).
How can I see my billing history?
Your billing history is stored on the Secure Site. Log in, click on the Account tab, then click on the Billing link. A link to view billing history is on that page. Direct link: (https://secure.pixelminegames.com/MyBillingHistory.aspx)
How can I see my token usage history?
Purchases, trades, and tokens won are stored in the Token History page. Log in, click on Store, then click “View Token History.” You can see which products you have purchased, tokens transferred, and any tokens you have won or received through the customer referral program.
I was trying to purchase tokens and got a weird error code, what do I do?
If you are receiving error codes when trying to purchase tokens, please contact support and include the error code you received. Do not keep trying to purchase.
Account Status
How do I view my account status?
Log in, click on the “Account” tab. The account status is listed in the first section “Account Information” of that table. Direct link: https://secure.pixelminegames.com/MyAccount.aspx
Not Verified
When you first create your account, you will be asked to verify your email address. Until your email address is verified, you cannot update account information, use the Pixel Mine forums, or use the store. You can use support tickets, bug reports, view character information, and log in to the launcher to play games.
Not Activated
If your account is “Not Activated” it means that you haven’t filled out account information. You cannot use the store or Pixel Mine forums. To activate your account, update the information on the Account page. Log in, click on the Account tab, and then choose “Edit.”
Activated
“Activated” means that you have verified your email and updated your account information. At this point you can purchase tokens and use the store.
Banned
If your account is banned, you cannot access games, change your account information, use the Pixel Mine forums, or use the store. You can still use support tickets. If you do not know why your account is banned, contact support with a support ticket (https://secure.pixelminegames.com/SupportSubmitTicket.aspx) or email (support@pixelminegames.com). Bans can only be lifted by Support.
Suspended
Your account can become suspended automatically or manually. If fraudulent activity is detected in the store, you will be automatically suspended. If you are having trouble with a credit card or payment, do not keep trying. Send in a support ticket. You can become manually suspended through fraudulent activity or misbehavior in game. When you are suspended, you cannot access games, forums, store, or account information. Suspensions usually last for a period of time, when that time is up your account will no longer be suspended. Suspensions can be lifted by Support.
Locked Out
Your account can become locked out automatically if there are too many login failures or you have been “kicked” by a GM or Developer from a game (either because you were stuck online or for misbehavior). This is a temporary account ban. Wait a few minutes before trying to log in.
I was using the store and now my account is suspended, what’s going on?
If fraudulent activity is detected in the store, your account will be suspended for further investigation. If you are having trouble with a credit card or payment, do not keep trying; send in a support ticket. We will work with you on the problem.
I don’t know why my account is banned/suspended. Help!
Your best bet is to send in a support ticket.
How do I protect my account from fraudulent activity?
The best way to protect your account is to NEVER, under ANY CIRCUMSTANCE, give out your account information or password to anyone. You can take additional safety measures by not storing your credit card in our system. Also, do not use your account name for your forum or in game name(s). There are also scammers who try to get you to download applications which log keystrokes and other sensitive information. Do not accept files from anyone you do not know or trust. Always scan executables with your anti-virus protection before opening them.
Support
Who do I contact for help with my account?
Contact Pixel Mine support.
Who do I contact for help with billing/payments?
Contact Pixel Mine Support.
Who do I contact for help with the Pixel Mine Launcher?
Contact Pixel Mine Support.
Who do I contact for help with the Pixel Mine forums?
If you do not know how to access the forums, contact Support. If you have a problem or question relating to harassment, forum profile set up, moderator activity, forum suspensions or posting privileges, please contact the forum admin: pxlforumadmin@pixelminegames.com.
Who do I contact for help with Secondhand Lands?
For help with in-game issues, please contact Bobby Thurman. You can also ask a GM for help.
Who do I contact for help with other games?
If you are having issues with Ashen Empires, Dransik, or Fireteam Reloaded, please contact Pixel Mine Support
How do I contact Pixel Mine Support?
There are two ways to contact Pixel Mine Support. The first, and preferred method, is via a Support Ticket. Support Tickets can be used regardless of your account status. To access support tickets, log in, click on the “Support” tab, then click “Submit a new support ticket.” You can also send us an email: support@pixelminegames.com. Please use the email that is associated with your account.
How do Support Tickets work?
Once you have successfully sent your ticket you'll be given a number and the ticket will now appear on your Support Home page (click on the Support tab to find this page). You can click on a ticket to see the details, read messages from our support personnel, and reply to support messages. Support will answer tickets in the order they are received.
What do the ticket statuses mean?
The status of a ticket can be found on the ticket summary of the Support Home page, as well as on the ticket details.
- New: Your ticket has been received and is waiting in line to be answered by support personnel.
- Waiting on Customer: Support has responded to your ticket and is waiting for you to respond.
- At Support: Support is in the process of responding to your latest message.
- Closed: The issue has been resolved.
I contacted support but they haven’t responded to me yet…what do I do?
Support works Monday – Friday 9 to 6pm CST. During busy times, it may take longer for Support to respond to your request. If you sent in a ticket on the weekend or after hours, please be patient. If you have sent in an email but haven’t heard back, you may need to look through your junk mail folder and make sure that pixelminegames.com is allowed to send you mail. Also, if you sent in an email, also try to send a ticket.
"Unable to connect to login server"
Problem:
You receive a message that says "Unable to connect to login server" when you start the launcher.
Possible Reason:
- You are not connected to the internet
- The login server is down
- The login server is being blocked by a firewall or other security software
Solution:
- Check your internet connection
- Check the login server; if it is down, please await an announcement on the forums
- Add the Pixel Mine Launcher to your list of allowed applications
"Account is already online"
Problem:
The "Account is already online" message appears in the launcher when you try to log in.
Possible Reason:
Your account can only be logged in to one server at a time. The login server is separate from game servers. When you get this message it means your account is logged into a game server. This can happen for several reasons, and is usually game dependent.
Solution:
- Until your account is logged out of other servers, you will continue to receive this message. You can a) wait for your session on the game server to timeout or b) ask a game admin to kick your account from the game server. When you receive this error please contact the tech support team for that game.
"Error: Login Problem, please try again: Login"
Problem:
The "Error: Login Problem, please try again: Login" message appears in the launcher when you try to log in.
Possible Reason:
Your firewall is blocking the launcher and/or your antivirus is blocking the launcher.
Solution:
- Ensure your firewall is configured properly. After patching, sometimes firewall software will not allow the application to run because its executable has changed.
"Unable to connect to login server. Please try again.
[1157] - make sure you have DirectX or GDI (GDIplus) installed"
Problem:
The "Unable to connect to login server. Please try again. [1157] - make sure you have DirectX or GDI (GDIplus) installed" message appears in the launcher when you try to log in.
Possible Reason:
You do not have the latest version of DirectX or GDI installed.
Solution:
- Download the latest version of DirectX or GDI from Microsoft (DirectX 10 / DirectX 9.0 and Older / GDI )
