Purchase, payment, and renewal problems

A purchase is missing

1. Sign in with the Discord account used for the purchase.
2. Check the server, product, and date in purchase management.
3. Review payment status, current benefits, and expiry.
4. Distinguish payment history from current access: a past payment does not mean an expired benefit is active.

Ask the server operator about benefit content. For payment or Moneta screen problems, contact support with the purchase ID.

Returned from checkout but the result is unclear

Returning from Stripe does not itself establish payment success. Check the purchase history and messages shown by Moneta.

If a credit payment lost its connection, use the displayed result check or recovery action. Follow credit purchase recovery and resolve the outcome before starting a new payment.

Stop automatic renewal

Confirm the subscription, complete the action, and check status and expiry when you return. Scheduling cancellation does not change the current benefit expiry. See renewal cancellation.

A benefit did not renew

For credits, check insufficient balance at renewal. For cards, check payment and subscription status in Stripe alongside purchase management.

A benefit remaining in the game is not evidence of successful payment or renewal. Check payment, benefit state, and external delivery in that order.

Request a refund or report a possible duplicate charge

Refund conditions follow the seller's product terms. Contact the seller first with the purchase ID, date, amount, and situation. Also see refund and cancellation information.

Stopping renewal and refunding a payment are separate actions. For a suspected duplicate charge, compare the purchase dates and amounts and include them in the enquiry. Do not send card numbers.

Operators: card payment is unavailable

1. Open Settings as the server owner and refresh Stripe Connect status.
2. Check payment acceptance and any outstanding information requirements.
3. Check the product price, active state, and visibility.
4. Check that the buyer can complete required ID fields.
5. Correct the displayed error and inspect the purchase page again.

See payout setup and product settings. Credit and card payments have different availability conditions.

Information for support

Purchase ID:
Discord server and product:
Purchase date, amount, and currency:
Card or credits:
Displayed status or error:
Actions already tried:

The contact page opens an email draft. Contact links in purchase management carry the purchase ID into that page.