> For the complete documentation index, see [llms.txt](https://docs.rivalryze.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rivalryze.com/help-and-faq/common-issues.md).

# Common Issues

The problems we see most, with quick fixes.

## "I can't sign in"

### My password isn't working

1. Click **Forgot password** on the sign-in screen and follow the email. Check your spam folder if it doesn't arrive.
2. Reset links expire after one hour. If yours says it has expired, request a new one.
3. If you signed up with Discord, you may not have a password: use **Sign in with Discord**.

See [Account Settings & Security](/your-account/email-password-settings.md).

### "Sign in with Discord" isn't working

1. Make sure you're signed in to the right Discord account in your browser.
2. Clear your browser's cookies for rivalryze.com and try again.
3. Check whether Discord itself is having problems at [discordstatus.com](https://discordstatus.com).

### "Welcome back!" when I sign in

Your account is deactivated. Click **Reactivate** to restore it, or **Stay logged out**. See "I want to deactivate or delete my account" below.

### My account isn't recognized

You may be using a different email than the one you signed up with. If you're sure it's the right one, [contact support](/help-and-faq/contact-support.md).

## "My Gems aren't showing up"

* **Your history:** open **Wallet**. **Transaction History** lists your recent transactions (for example **Battle entry fee**, **Battle victory**, **Tip**, **Daily reward**) with its status: **Pending**, **Confirmed** or **Failed**.
* **After buying Gems:** if you see *Payment processing*, your Gems are added as soon as the payment settles. You don't need to pay again.
* **After a Contest:** some prizes need to be claimed. Check **Available Prizes** on your **Rewards** page.
* **Daily Rewards Chest:** the chest on the **Rewards** page shows when it unlocks next. See [Rewards](/gems-and-wallet/rewards.md).

If a transaction looks wrong, [contact support](/help-and-faq/contact-support.md) with the details from your Transaction History.

## "My achievement, trophy or rank isn't showing"

This is the most common question. Usually:

1. **Your platform profile is private.** Make it public. See [Troubleshooting Sync Issues](/connecting-gaming-platforms/troubleshooting-sync.md).
2. **It hasn't synced yet.** Wait for the next automatic sync, or, on a paid plan, refresh with **Update profile** on your profile.
3. **It didn't unlock on the platform.** Check the game's achievement list on Steam, PlayStation or Xbox.

See [Why isn't my game showing up?](/help-and-faq/game-not-showing.md) for the full walkthrough.

## "The Discord bot isn't responding or posting"

* **If you run the server** (Guild Owner or Admin): run `/guild-permissions`. It checks the bot's access to your Guild's channels and Contest threads and tells you what to fix. See the [Bot Permissions Checklist](/for-guild-admins/bot-permissions.md).
* **If the bot shows as offline** on the Guild page or in your member list, it may have been removed from the server. See [Adding the Bot to Your Server](/for-guild-admins/adding-the-bot.md).
* **If a command says it can't find your account:** connect Discord to your RivalRyze account. See [Connecting Discord](/connecting-gaming-platforms/discord.md).

## "I can't join a Guild"

You must have Discord connected to RivalRyze and be a member of the Guild's Discord server. If you're not in the server yet, join it first (the Guild's page shows an invite link for Public Guilds), then click **Join Guild** again. See [Finding and Joining a Guild](/guilds/finding-a-guild.md).

## "I can't join this Contest"

Check who the Contest is for:

* **Public:** anyone can join.
* **Invite Only:** ask the host for an invite with **Request to Join** (**Request Access** on the Contest's Discord post).
* **Password Protected:** you need the password from the host.
* **Guild Contest:** you must be a member of that Guild on RivalRyze, and sometimes hold one of the Discord roles the host selected.

Other common reasons:

* You don't have enough Gems for the entry fee.
* The Contest has already started and doesn't allow late joining.
* You don't have a connected platform the Contest counts.

See [Joining a Contest](/contests/joining-a-contest.md) and [Access Policies](/contests/access-policies.md).

## "I joined a Contest but I'm not on its leaderboard"

Your stats need to sync before you show up. Check that your gaming accounts are linked in **Settings → Connections**, then give the sync some time. See [Troubleshooting Sync Issues](/connecting-gaming-platforms/troubleshooting-sync.md).

## "My Marketplace order hasn't arrived"

1. Open **Inventory**. Gift cards and game codes you've obtained are listed there, with **REDEEM** or **VIEW CODE**.
2. Processing times vary with the item, quantity, region and availability, but generally don't exceed 3 business days.
3. If a purchase fails, your Gems are refunded automatically (*Purchase could not be completed. Your Gems were refunded.*). If you see *we could not refund your Gems automatically*, [contact support](/help-and-faq/contact-support.md).
4. If a code doesn't redeem, see [Gift Cards](/the-marketplace/gift-cards.md) or [Game Codes](/the-marketplace/game-codes.md).

## "I'm not getting notifications"

1. Open **Settings → Notifications**. Each notification type has its own in-app and email switches. Account and security alerts always stay on.
2. For emails, check your spam folder.

See [Notifications](/notifications/notifications.md).

## "I want my Gems back"

* **Contest entry fees:** there's no way to leave a Contest you've joined and get your fee back. If a Contest is cancelled, entry fees, the host's boost and donations are refunded automatically.
* **Donations:** not refunded once the Contest has run, only if it's cancelled.
* **Marketplace orders:** can't be returned once the codes or products have been delivered. A failed purchase is refunded automatically.

See [Entry Fees, Prize Pools & Donations](/contests/entry-fees-and-prizes.md). For a genuine mistake, [contact support](/help-and-faq/contact-support.md).

## "My account was compromised"

1. **Change your password** right away (**Settings → Security**, or **Forgot password** if you can't sign in). Changing it signs you out of your other sessions.
2. **Check the email on your account** under **Settings → Security**. RivalRyze emails you when your password or email changes.
3. **Check your Transaction History** in **Wallet** for movements you don't recognize.
4. **Review Settings → Connections** and disconnect anything you don't recognize.
5. [**Contact support**](/help-and-faq/contact-support.md) and describe what happened.
6. If you sign in with Discord, turn on two-factor authentication in Discord.

## "I want to deactivate or delete my account"

### Deactivate it yourself

Go to **Settings → Security → Deactivate account**, click **Deactivate Account** and confirm with your password (or, if you sign in with Discord, by typing your username). This is a deactivation, not a deletion:

* Your profile disappears from RivalRyze.
* You're withdrawn from Battles that haven't started, and those entry fees are forfeited, not refunded.
* Your linked Discord data is deleted right away, and you leave the Guilds you don't own.
* Guilds you own are hidden and come back when you reactivate.
* You can't deactivate while you host a Battle that hasn't finished: cancel it first.

To come back, sign in again and click **Reactivate**. Battles you left aren't rejoined, and forfeited entry fees aren't refunded.

### Delete it permanently

Permanent deletion is done by support request: [contact support](/help-and-faq/contact-support.md) from the email address on your account. Once it's processed, your account is deactivated and hidden; linked Discord data (profile and connection tokens) is deleted immediately.

{% hint style="warning" %}
Gems, Contest history and achievements can't be recovered. Spend your Gems before you ask for deletion.
{% endhint %}

## Still stuck?

* [Why isn't my game showing up?](/help-and-faq/game-not-showing.md)
* [Contact Support](/help-and-faq/contact-support.md)