The short version
- Need help? Open a ticket in our Discord or email us.
- Missing Coins? Check your purchase history first, then contact us with your order number.
- If you are not happy with our answer, you can ask for a review, or go to Citizens Advice or the ICO.
This summary helps you understand the page; the full text below is what applies.
How to contact us
- Seller: ArcadiaSMP, run by an individual based in the United Kingdom (not a company).
- Email: officialarcadiasupport@gmail.com
- Support: a support ticket in our Discord server (see Support and complaints).
The quickest way is a support ticket in our Discord (types: support, bug, report, appeal). You can also email us. Please include your website name or Minecraft name and, for purchases, the order number from your purchase history. Never send us your password.
Common problems
| Problem | What to do |
|---|---|
| Coins not arrived | Wait a minute and rejoin the server. If your purchase history still shows "on its way" after an hour, or shows a problem, contact us with the order number. |
| Payment failed | Nothing is charged for a failed payment. If your bank shows a charge without an order, contact us. |
| Charged twice | Contact us with both order numbers; we refund the duplicate in full. |
| Item bought with Coins not working | Contact us with the item name and what happened. |
| Coins sent to the wrong player, or account taken over | Contact us straight away. Change your password and turn on two-factor authentication. |
| Purchase made without permission | Contact us (a parent or guardian can contact us for a child). See the Refunds policy. |
| Privacy request | Most things you can do yourself on your account page (download or delete your data, hide your profile). Otherwise contact us. |
Complaints
- Tell us what went wrong and what you would like us to do.
- We acknowledge your complaint and give you a full answer as soon as we can (data protection complaints are acknowledged within 30 days).
- If you are not happy with the answer, ask for a review; the operator looks at it personally.
If we cannot agree
- Purchases: free advice from the Citizens Advice consumer helpline (0808 223 1133; in Scotland Consumeradvice.scot). You can also make a small claim through the courts.
- Personal data: we acknowledge a data protection complaint within 30 days and tell you the outcome. You can also complain to the Information Commission (ICO): ico.org.uk, 0303 123 1113.
- Moderation decisions: use an appeal ticket (see the Community rules).