> 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 most common problems we see, with quick fixes for each.

## "I can't log in"

### "My password isn't working"

1. Try the [password reset flow](/your-account/email-password-settings.md#reset-a-forgotten-password). If the reset email never arrives, check your spam folder.
2. If you originally signed up with Discord, you may not have a password at all — use **Continue with Discord** instead.
3. If the reset email arrives but the link says "expired," request a new one. Reset links last for one hour.

### "Continue with Discord isn't working"

1. Make sure you're logged into the correct Discord account in your browser.
2. Try clearing your browser cookies for rivalryze.com and retrying.
3. Check if Discord itself is having issues — see [discordstatus.com](https://discordstatus.com).

### "Account doesn't exist"

You may be trying to log in with an email different from the one you signed up with. Check the email you used. If you're certain you signed up but the account isn't recognized, [contact support](/help-and-faq/contact-support.md) with details.

## "My gems aren't showing up"

### After joining a Contest

* Your entry fee is deducted instantly. If your balance doesn't reflect it, refresh the page.
* Check **Wallet → Transactions** to see the entry transaction. If it's there but your balance is wrong, [contact support](/help-and-faq/contact-support.md) with the transaction ID.

### After winning a Contest

* Prize pool payout is automatic but can take up to a minute after the Contest ends. Refresh and check again.
* If it's been more than 10 minutes and you don't see the payout in your wallet, [contact support](/help-and-faq/contact-support.md).

### After a daily claim

* Daily claim refreshes at midnight UTC. If you claimed today already, you'll see the timer counting down.
* If your streak reset and shouldn't have, check that you claimed yesterday — streaks are based on consecutive claim days.

## "My achievement / trophy / rank isn't reflected"

This is the most common issue we see. The fix is almost always one of:

1. **Privacy settings.** Your platform profile may be set to private. See [Troubleshooting Sync Issues](/connecting-gaming-platforms/troubleshooting-sync.md).
2. **Trigger an on-demand sync** from your profile.
3. **Wait for the next scheduled sync** if you can't trigger on-demand.
4. **Check the source platform** to confirm the achievement actually unlocked.

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

## "The Discord bot isn't responding"

In your server:

1. Run `/guild-permissions` (if the bot is online at all). It diagnoses permission issues.
2. If the bot doesn't respond to that either, it's missing **Send Messages** in this channel. Grant it in **Channel → Edit → Permissions**.
3. If the bot is offline entirely (greyed out in the member list), wait 5 minutes — the bot occasionally restarts for updates.
4. If still offline after 30 minutes, [contact support](/help-and-faq/contact-support.md).

See [Bot Permissions Checklist](/for-guild-admins/bot-permissions.md) for the full troubleshooting flow.

## "I can't join this Contest"

Check the Access Policy:

* **Public:** anyone can join. If the button is disabled, you may not have enough gems for the entry fee.
* **Allowlist:** you need to request an invite and be approved by the host.
* **Password Protected:** you need the password from the host.
* **Guild Members Only:** you need to be a member of the host's Discord server (and have Discord linked).
* **Role-Based:** you need a specific Discord role in the host's server.

See [Access Policies](/contests/access-policies.md).

If the Contest has already started, you can't join — Contests lock out new joiners at start.

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

After joining a Contest, your stats need to sync at least once before you appear on the leaderboard.

1. Trigger an on-demand sync from your profile.
2. Verify your gaming platform is connected and showing as **Connected** in **Account Settings → Connections**.
3. Wait up to a few minutes for the leaderboard to refresh.

## "My Shop order hasn't arrived"

1. Check **Shop → My Orders** — the order may be marked **Delivered** with the code already accessible there.
2. Check your account email — most orders are also emailed.
3. If the order is **Pending** for more than 1 hour, [contact support](/help-and-faq/contact-support.md) with your order ID.
4. If you received a code but it doesn't redeem, see [Game Codes](/the-shop/game-codes.md#what-if-the-code-doesnt-work) or [Gift Cards](/the-shop/gift-cards.md#what-if-my-code-doesnt-work).

## "I'm not getting notifications"

1. Check **Account Settings → Notifications** — you may have disabled the notification type.
2. For email: check your spam folder and add `notifications@rivalryze.com` to your contacts.
3. For Discord DM: open Discord → User Settings → Privacy & Safety → enable "Allow direct messages from server members."

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

## "I made a mistake / want a refund"

It depends on what you spent on:

* **Contest entry fee, you want to leave:** if the Contest hasn't started, leave from the Contest page → you get a full refund. If it's started, you can't leave with a refund.
* **Donation:** non-refundable once the Contest has run to completion. Refunded if the Contest is cancelled.
* **Shop purchase:** generally non-refundable once delivered. Exceptions are fulfillment errors — see [Shop refund policies](/the-shop/gift-cards.md#refunds).

For exceptional cases, [contact support](/help-and-faq/contact-support.md) — we're reasonable about genuine mistakes.

## "My account was compromised"

If you suspect unauthorized access:

1. **Immediately** [reset your password](/your-account/email-password-settings.md#reset-a-forgotten-password).
2. **Check your transaction history** for unfamiliar transactions.
3. **Review your connected platforms** — disconnect any you don't recognize.
4. **Contact** [**support**](/help-and-faq/contact-support.md) with a description of what looks off. Time-sensitive — we can help recover gems lost to unauthorized transactions if we act quickly.
5. **Enable 2FA on Discord** if you sign in with Discord — that's the most common entry point.

## "I want to delete my account"

You can request account deletion from **Account Settings → Account → Delete Account**.

* Soft deletion: account is hidden for 30 days. You can recover it during that window by logging back in.
* After 30 days: permanent deletion of personal data. Gems, Contest history, achievements are erased.

{% hint style="warning" %}
Permanent deletion is irreversible. Make sure you've spent / cashed-out your gems before requesting it.
{% endhint %}

## Still stuck?

If your issue isn't covered here, see:

* [**Why isn't my game showing up?**](/help-and-faq/game-not-showing.md) — deep dive on sync issues.
* [**Contact Support**](/help-and-faq/contact-support.md) — how to reach us.


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