Fix a server missing after checkout

You paid, but your Servers page is empty or the new server isn't on it. Most of the time the server is still being built, or it's sitting on a different account from the one you're looking at. Work through the checks below in order and stop when one explains it.

1. Give it a minute and watch the Servers page

Open Servers in your dashboard. If this is your first server and your payment has been confirmed but the server isn't created yet, the page shows Setting up your new server with the line "Payment confirmed - your server will appear here in a few seconds." It updates by itself, so there's no need to refresh. (If you already have other servers, the new one simply appears among them.)

When the server appears, its card shows a Setting up or Preparing chip where the Open button will be, with a note underneath. While it's Setting up, the note says it's usually ready in under 5 minutes and that we'll email you the moment it's online. Preparing means we're installing the game files. When the install finishes the chip turns into the Open button without a reload. The page keeps checking for about 15 minutes, and if you've left it open longer than that, reload it.

2. Check you're signed in to the account that paid

A server belongs to the account used at checkout. At checkout you either create an account (Create a new account) or sign in to an existing one (Already registered?), so someone with two logins, or a typo in the email, can end up with the server on the one they aren't looking at.

1. Open Account and look at your email under Profile.
2. Compare it with the address on your receipt. The itemised receipt is emailed after a payment and kept in your billing history.
3. If they differ, sign out and sign in with the account that matches the receipt.

If you mistyped the email, a Confirm your email banner shows at the top of the dashboard until you've confirmed it. Select Wrong address? Change it, enter the correct address and select Save. That works only while the address is unconfirmed. Afterwards, an email change goes through a ticket, covered in Update your account name, email and avatar.

3. Look in Billing

Open Billing and check Subscriptions and Invoice history.

• A subscription and a paid invoice are there. Your payment went through. Go back to check 1, and if the server still hasn't appeared after 15 minutes, see check 5.
• Neither is there. The payment didn't complete. If your bank declined it, you're sent back to checkout to try again. A half-finished checkout also leaves no bill: an account created at checkout that never pays is removed after 24 hours.

Update your card and download invoices explains the invoice list and what each status means.

4. If the server card shows a problem

A server that was created but couldn't finish installing stays on the Servers page. The chip where Open would be, and a note under the card, say what's happening:

• Setup failed, with "We couldn't finish setting up your server" or "Your server needs attention" in the note: select Run a fix attempt on the server's card. It runs a full set of checks and repairs most faults. It usually takes under a minute, and you should leave the page open. If it can't fix the problem, our team is alerted and emails you once the server is online.
• Being fixed or Support is on it: someone on our team is working on it. You'll get an email when it's resolved, and nothing is needed from you.

5. Open a ticket

If you were charged and no server has appeared after 20 minutes, open a Billing ticket from Support. Contact support and open a ticket shows the steps. Include:

• The email address you used at checkout.
• The game and plan you bought.
• The time of the payment and the invoice number from Invoice history, if there is one.

If the ticket form says Finish your order to open a ticket, your account hasn't registered a successful payment yet. Email support@playyourway.com.au with the same details instead.