Support

If you added an email address to your account, use Forgot Password on the login screen and we will send a reset code to that address.

If you never added an email address, we have no way to prove the account is yours, and we cannot reset it. This is deliberate — the alternative is that anyone who knows your username can take your account. Add an email address to any account you care about.

Guest accounts live on the device you created them on. If you reinstall, clear data, or switch devices without registering first, that guest account cannot be recovered.

Register the account — it keeps everything you have already done and takes a minute.

Through Ko-fi, at ko-fi.com/pixelands. That is our only official sales channel — anyone else offering you Gems is scamming you.

Put your exact in-game username in the order message. That is how we know which account to credit. Full details on the Purchases and refunds page.

Purchases are credited by hand, not automatically, so give it a little time — usually it is done within a few hours.

If it has been more than 24 hours, email us with your username, the pack you bought, and your Ko-fi receipt or transaction ID. If you forgot to put your username on the order, that is the usual cause and it is easily fixed — just send us the receipt.

All sales are final and we do not offer refunds — including for change of mind, buying the wrong pack, or not liking what a random pack gave you.

The exception is if we got it wrong: if you paid and never received your purchase, or received the wrong thing, email us and we will fix it. See Purchases and refunds.

If a purchase was made with your payment method without your permission, tell us — that is a different situation and we will look into it.

Email pixelandsgame@gmail.com with your username and what you think happened. We will look at the actual logs behind the punishment rather than the summary you saw.

We do overturn bans when we get them wrong. We do not overturn them because the appeal was persistent. See Appeals.

Trades you agreed to are final, including bad ones. We do not reverse a trade because you later decided it was a poor deal.

We do act where someone used a bug, an exploit, or an impersonated identity to take your items. Report it in game and email us with the world name and the approximate time so we can find the trade in our records.

Email us immediately from the address on the account, with the username. Tell us the approximate date you lost access.

We can lock an account to stop further damage. Recovering items already traded away is sometimes possible and sometimes not, depending on how far they have travelled.

Tell us your device or PC specs, your operating system version, and what you were doing when it happened. If it crashes reliably in one particular place, that is the single most useful thing you can tell us.

Bug reports are best posted in the Discord bug channel, where we can ask follow-ups.

Pixelands is rated 12+ and is not intended for children under 13. It has open chat with strangers, player-to-player trading, and optional purchases with real money.

If you are a parent and want an account removed, email us with the username and we will delete it. See Children in the Privacy Policy.

Purchases are not made inside the game — the shop opens Ko-fi in a web browser, and payment happens there. So there is no in-game switch we can offer you.

To prevent them, control the payment method: remove saved cards from the browser or payment account the young person uses, or use your bank's or card issuer's spending controls. Parental controls that block in-app purchases on a phone or Steam will not apply here, because this is an ordinary web payment.