Frequently asked questions

Choose a question to find an answer and the relevant instructions. If you still need help, contact us by chat or email.

Getting started and pricing

How much does Moneta cost?

Per Discord server. Starter: ¥0/month + 10% of sales. Pro: ¥2,980/month + 7% of sales. Enterprise: contact us for a quote. Starter and Pro have no setup fee; prices include tax and ordinary JPY card payment costs for one-time and recurring purchases. One automatic monthly payout has no additional payout fee.

The selling server operator sets the prices buyers pay for products. See plans and pricing conditions.

What do I need to start selling?

Log in with Discord and select the server you manage. Check Bot permissions and payout settings, then register your products, prices and benefits. Game benefits also require the Agent and a game connection.

Verify the flow from purchase to benefit delivery before publishing. Follow the getting started guide.

Will it work with my game server?

Products that only grant Discord roles do not need the Agent. Game benefits depend on the Agent, RCON protocol, plugins and player ID requirements. A game appearing in the list does not mean every server environment has been verified.

Check the game-specific conditions and game benefit setup.

Can you help with a large community or migration?

Contact Moneta with your number of Discord servers, approximate community size, products and benefits you want to sell, and current workflow. Migration possibilities and setup requirements depend on your existing environment.

Purchases and payments

I cannot log in or register a game ID

Log in with the Discord account you intend to use for the purchase. The game ID must match the type and format requested at checkout. A Discord display name or a different type of ID may not be accepted.

Follow the game ID guide. If the issue remains, contact us with the error shown and the steps you tried.

Payment failed, or I am unsure it completed

Check the game ID, payment method and error at checkout. Returning from the payment screen does not by itself confirm success. Check the result in purchase management before trying again.

If you were charged but cannot find the purchase, contact Moneta with the purchase time and ID. See the payment troubleshooting guide.

How do I add or use my balance?

Check the selected server's balance under charge and usage history in purchase management. If checkout offers a top-up for the missing amount, continue from there.

Balances belong to a specific server and currency. They cannot be combined across servers, transferred or automatically converted. If you paid but the balance has not arrived, contact us instead of repeatedly adding funds. See the balance payment guide.

How do I stop a product’s automatic renewal?

For balance renewals, use the stop-renewal action in purchase management. For recurring card payments, select Manage in Stripe. Check the subscription before proceeding, then confirm its status and expiry date afterwards.

Scheduling a cancellation does not change the current benefit's expiry date. Follow the renewal cancellation instructions.

I need a refund or help with a duplicate charge

Ask the selling server operator about the product's refund conditions. Include the purchase ID, date, amount and situation. Stopping renewal and refunding a payment are separate actions.

For a suspected duplicate charge, compare the purchase times and amounts. Moneta support can also help with Moneta payment-processing issues. See the refund and cancellation policy.

Benefits have not arrived

I cannot find a product in my purchase history

Log in with the same Discord account used for the purchase. In purchase management, check the server, product and purchase date. Check payment status, current benefits and expiry separately. A purchase in your history does not mean an expired benefit is still active.

If you were charged but cannot find the purchase, contact Moneta with the purchase time and ID if available. Follow the missing purchase instructions.

My purchased Discord role has not arrived

Check the payment and benefit status. Make sure the Discord account used for the purchase has joined the target server.

If payment is complete but the role is missing, contact the selling server operator with the product name and purchase ID. They need to check Bot permissions and delivery history. See the Discord role troubleshooting guide.

My purchased game benefit has not arrived

Check the purchased server and product, and your registered game ID. Payment completion and delivery to the game are separate stages.

Ask the selling server operator about delivery with the product name and purchase ID. Do not buy the product again just to check delivery. See the game delivery troubleshooting guide.

A benefit I was using has disappeared

Check the benefit's expiry date and renewal status in purchase management. Cancellation, expiry, insufficient balance and failed card payments require different checks.

Check payment and subscription status separately from the actual Discord or game state. If a benefit is missing before its expiry date, contact the selling server operator with the product name and purchase ID. See renewal and expiry behavior.

Server setup and operations

I cannot grant a product’s Discord role

Check payment status, benefit status and Discord delivery history. Make sure both the Bot and buyer are in the server, the Bot has Manage Roles permission, and its role is above the benefit role.

Fix the cause, retry only an operation that supports retrying, and check the new result and actual role. Follow the operator role troubleshooting guide.

The Agent or game connection is not working

An online Agent does not guarantee a working RCON connection. Check job history separately from connection diagnostics, including the destination, port, RCON configuration, command and buyer ID.

If the result is unknown, for example after a timeout, do not repeat the operation until you have checked its effect in the game. See Agent setup and game delivery troubleshooting.

I cannot start accepting card payments

Using the owner account, refresh the Stripe Connect status and check for required information or verification. Also check the product's price, visibility and enabled state.

See payout setup and the card payment acceptance checks.

How do I check a sales payout?

Select the server you manage, then check the month's sales, fees, carried balance and payout status in the sales and payouts screen. Stripe Connect registration or identity verification may require additional information.

The chat does not automatically determine your account or payout status. Include the server, month and displayed status when contacting support. See the sales and payouts guide.

Still need help?

Contact us by chat or email. Include the Discord server, product, purchase ID, time of the issue, visible error and steps already tried.