Get help with a purchase

Something not right with a product you bought? Most problems are quickest to sort out with the store itself. Enviglo support is there for your account, downloads and problems with a store. Reports are for things that break Enviglo's rules.

Check the basics first

• You bought something on Roblox and it isn't in your library. Check that your Roblox account is linked, and that it's the one you paid with: in Settings, under Connections, Roblox should show as Linked. For a game pass, join the store's game after buying, because that's when the pass is recorded. See Buy a product.
• A download won't start. Go back to your library and press Download again: each download link works once and expires after 10 minutes. See Your library and downloads.
• A product has gone from your library. The store may have revoked your license or moved it to someone else. Message the store.
• A Discord role is missing. In the store's Discord server, run /retrieve and pick the product. The bot gives you the product's role back if it's missing. You need your Discord account linked for this. See Discord bot commands.

Message the store

Stores handle support for their own products: how to use them, bugs, updates, and purchases in their game that didn't come through.

1. Open the store's page. From a product page, select the store's name or press Visit store.
2. Press Message store.
3. Add a Subject and your Message, then press Send.

The conversation opens in Messages, and you get a notification when the store replies. For a missing purchase, include your Roblox username, the product and when you bought it.

If there's no Message store button, the store isn't taking messages. Try the links on its page, such as its Discord server, or contact Enviglo support.

Contact Enviglo support

Enviglo support handles accounts, myPod store claims, downloads and problems with a store.

1. Go to New support ticket. You can also choose Support from the account menu under your profile picture, then New ticket.
2. Under What is it about?, pick a category. For something you bought that didn't show up, or a download that fails, pick A purchase or download.
3. Add a Subject and a Message. Say what happened, what you expected, and any links, order details or usernames that help.
4. Press Send to Enviglo support.

Enviglo replies on the ticket, and you get a notification when it does. Each ticket shows its status: Waiting for Enviglo, Waiting for you or Closed. Press Close ticket once you're sorted. Replying to a closed ticket, or pressing Reopen, opens it again.

If you own a store on the Ultimate plan, your tickets are marked as priority and go to the front of Enviglo's queue. You can open up to 5 tickets an hour. If you hit the limit, reply on a ticket you already have.

Report a product, store or review

Report something that breaks the rules, like stolen content, malicious code or a scam.

1. Find the report button:
   • Product: on the product page, open the menu beside the breadcrumbs (More options), then Report a problem.
   • Store: press Report on the store's page.
   • Review: press Report beside the review.
2. Under What's wrong?, pick a reason: Stolen or leaked content, Malicious code, Scam or fraud, Inappropriate content, Spam or Something else.
3. Add Details, such as links or proof. They're required if you pick Something else.
4. Press Send report.

Reports go to the Enviglo team, not to the creator. You won't get a notification about the outcome. To add more detail later, open a support ticket and pick Follow-up on a report. You can send up to 10 reports an hour.

Messages you might see