❓FAQs: Discord
Find answers to common questions about The Sandbox Discord Community here.
Joining The Community
I am having trouble joining Discord
If you are getting an error message about the invite link that you used being expired, please make sure you are using the official link, which is https://discord.gg/thesandboxgame.
If you are getting an error message stating Cannot Accept Invitation, there is a possibility your account is banned. Please reach out to our support team.
If you are being kicked from the community with the reason RaidMode or similar, please try again later. RaidMode means bots are attempting (and failing) to raid the server, so new joins are temporarily disabled for a few minutes.
If you are still unsure why you cannot join the Discord community, visit Help & Contact for support.
I am unable to pass captcha verification
If you are a robot then, unfortunately, you are not welcome in the community. The captcha's purpose is to keep you out. 🤖
If you are having difficulty understanding the captcha or are unable to pass it for personal reasons such as disability, please visit Help & Contact for support.
I have passed the captcha verification, but cannot see any channels.
This is a known visual delay bug in the Discord software itself, not an issue within The Sandbox.
Please restart your Discord app / software. This will force-refresh Discord to show all of the channels correctly if you have passed the captcha verification and the channels didn't appear immediately afterwards.
Channels
How can I find a specific channel?
Channels are grouped by category so they can be found easily. For example, if you want to discuss or get help with the Game Majer software, you'll find these under the Game Maker category in the channel list.
Scroll through the channel list on the left of the community.
You can also click "Browse Channels" at the top of the channel list to locate channels, as well as to hide the ones you are not interested in.
See Navigation in the Discord Community guide for more information.
How do I gain access to gated channels?
If you are a holder of some particular NFTs, such as LAND, then there are exclusive channels available.
To access these channels, you need to prove that you hold the relevant NFT, by allowing a trusted bot to look into your wallet to check what you are holding. Visit the "Holder Roles" channel and follow the instructions.
Support
Where are the support channels in the community?
Support channels in the community can be found under each relevant dedicated category.
If you need help with staking, for example, the Staking-Support channel is the one you should select, which is found under the Staking category. This ensures that the members of the support team who are proficient in Staking receive your query.
How do I get support?
In one of the support channels within the community, click the blue button.
A form will then pop up asking for information related to your query.
Each support channel also contains these instructions.
Who will see and answer my support ticket?
For most support tickets, your query can only be viewed and answered by:
The Sandbox's community staff, including support agents.
The Sandbox's trusted Ambassadors.
For KYC tickets, these can only be viewed and answered by:
The Sandbox's community staff, including support agents.
Synaps' support staff (Synaps is the partnered security firm that provides KYC services to The Sandbox).
For scam report tickets, these can only be viewed and answered by The Sandbox's moderators and managers.
Can I get a transcript of my support ticket?
Yes, if you have DMs enabled then you will receive a transcript of the support ticket automatically when it is closed.
Otherwise, you can use the ticket ID number to locate the ticket history via an internet browser. If you are unsure how to do this or what the ID number was, please ask the support team in a new ticket and they will provide it to you.
Someone is trying to give me support in a Direct Message (DM). Are they real?
No. The Sandbox does not provide support in DMs under any circumstances.
Posing as support staff in a DM is a common scam tactic. Learn more about Common Scams & Tactics.
My support ticket was closed, why?
Support tickets will be closed if:
They are not a support query (ie, a partnership proposal).
They are blank or contain no information.
Their content is a violation of the rules (ie, insulting the team).
You have not responded to the support agent after a few days.
The support agent will attempt to ping you so that you get a push notification. If you do not react to these notifications we will deem the ticket inactive or solved and close it.
Your support ticket was solved, but you did not close it yourself after some time.
Team
How can I locate a team member on Discord?
Members of staff on Discord will always have a blue username in the community.
You can also see available staff members on the right of the Discord community in the member list.
Ambassadors, while not staff, are trusted members of the community who assist The Sandbox in its day-to-day community & marketing operations. These have orange usernames.
Neither The Sandbox Staff nor The Sandbox Ambassadors will send you a DM or friend request, under any circumstances.
Are there any non-English speaking staff?
Yes, we have staff that are bi-lingual.
We also have dedicated channels for various languages in the community, located in the channel list, which have their own dedicated staff members within them that speak the language.
Who is in charge of the Discord Community? / Who are the Community Managers?
Amy - Senior Global Community Manager.
She is based in France.
She oversees all areas of the community, including being the senior supervisor for all other community-based staff.
Her decisions on all community, moderation, and support matters are final.
Scott - Global Community Manager.
He is based in the United Kingdom.
He oversees all areas of the community, including being the supervisor for other community-based staff.
His decisions on all community, moderation, and support matters are final.
I wish to lodge a complaint against a community staff member or get a second opinion in my support case.
You are welcome to do so.
Option 1: If you already have an active support ticket, tell the support team you'd like to lodge a complaint to the community managers, or seek a second opinion on a decision the support team made.
They will inform the Community Managers, who will check in with the ticket when they become available.
Option 2: If you do not have an active support ticket, contact the Community Managers. Visit Help & Contact for contact options.
NOTE:
All decisions relating to support, moderation, and community matters that are made by the support or moderation team may be contested or appealed.
All decisions relating to support, moderation, and community matters that are made by a Community Manager are final.
Moderation
I was muted or timed-out. How long will this last?
Depending on the severity of the offence committed, the mute can last anywhere between 1 hour and 24 hours.
Most mutes are automated and enforced by automatic moderation bots when they detect a violation of the rules that you agreed to.
A minor offence, such as insulting someone, will usually result in a mute of 1 hour, to give you time to re-read the rules you already agreed to.
A major offence, such as attempting to post a suspicious, non-allow listed link, will usually result in a mute of 24 hours. This is to give human moderators the time to review the logs to decide if a more serious action is required, such as a permanent ban.
I was automatically muted for breaking the rules, but I didn't mean to.
You would usually have had to break the rules more than once in 24 hours to get automatically muted.
The first time you break the rules, our automated moderation bot removes the post and displays you a message explaining why and which rule you broke.
If you choose to ignore this message and try to break the rules again, then you will be automatically muted.
"I did not know it was against the rules" is not a valid defence for breaking them.
You were required to read and contractually agree to the rules before you could join the community.
The rules are permanently displayed in a dedicated Rules channel for you to refer to should you be unsure of something.
A breakdown of the rules is also within the channel description of every community channel.
In the rare case where the above do not apply (ie, if you were trying to show support something using a third-party non-allow listed link) we will usually be happy to remove your mute.
How do I become a moderator in the community?
We do not actively recruit moderators.
Moderators are hand-selected by Community Managers from within The Sandbox's Ambassador Program, based on several factors such as attitude, knowledge, activity/attendance, loyalty, and so on.
Most of our current moderators were members of the Ambassador Program for a minimum of 6 months beforehand.
Being an Ambassador is not a guarantee you will eventually become a Moderator.
Asking to become a moderator is a major red flag, for security reasons.
I was banned from the community, can I appeal this?
Yes, you can lodge one single ban appeal. For example, if you believe the ban to be in error, or if you have decided to agree and apologise that your behaviour was not acceptable.
Visit Help & Contact for how to contact Community Management to appeal against a ban enforced by the automated moderation bot or a human moderator.
Community Managers will refer to immutable logs within the community and compare them to the information included in your appeal. For this reason, being dishonest or misleading in your appeal will not work and will also result in the appeal being automatically refused.
All decisions made by Moderators can be appealed.
However, all decisions, including those relating to appeals, made by Community Managers are final.
You may only lodge one appeal. Should that appeal be denied, any further follow-up appeals will also be automatically denied.
Other
Can I advertise or shill in the community?
Advertising:
If you are a partner of The Sandbox, it may be stated in your contract that you can mention your services or products. However, these should be limited to a specific assigned channel and should not be spammed.
If you are a metaverse studio or a creator offering creative services within The Sandbox, we have dedicated "For Hire" channels to post these in. We will not tolerate these adverts being spammed outside of these assigned channels.
If you are not a partner of The Sandbox, advertising is forbidden.
Shilling:
Shilling is absolutely forbidden.
Shilling is a common scam tactic used to draw people to scams such as rug pulls. This is one reason why we will never tolerate shilling in the community.
You will likely be banned as a suspected rug-pull scammer if you attempt to shill. The safety of the SandFam comes first.
Influencers:
If the influencer post is related to The Sandbox, there is a dedicated channel for influencers to share this content. We will not tolerate your content being spammed everywhere else (nor will the community, who will get annoyed and choose to deny you their patronage).
If the influencer post is not related to The Sandbox, then it is not allowed and will likely be considered shilling (see above).
I am a creator or creative studio, can we seek commissions in the community?
Yes. We have dedicated For Hire channels for you to explain your services and seek commissions. You are welcome to use these For Hire channels for this purpose.
However, we will not tolerate acts of spamming, including spamming your studio outside of the assigned For Hire channels. This activity will result in the loss of posting privileges and therefore the loss of commissions.
The Sandbox is not responsible for any financial losses that occur to you as a result of enforcing moderations against you for breaking the community rules. This is in The Sandbox's legally binding terms of use that you contractually agreed to.
I cannot post images in the community, why?
To prevent automated attacks, the ability to use certain features in the community, such as sharing images or media, is restricted to users who have assigned themselves a role.
I cannot share feedback in any feedback channels, why?
To prevent automated attacks, the ability to use certain features in the community, such as filling in feedback forms, is restricted to users who have assigned themselves a role.
Why is there no dedicated channel for the language I speak?
While we will try to accommodate languages where possible, we will not be able to support every single language on the planet. As of 2023, there are 1,117 languages in existence on Earth, it is not scalable to host a channel for every one of them.
We will consider (not guarantee) creating a channel for a specific language when all of the following conditions are met:
There are at least 20 unique users who fluently speak the language in the community, without using translation software.
There is demand from at least 10 of those unique users who speak the language in the community.
There is at least 1 member of staff or ambassador at The Sandbox who can fluently speak the language without using translation software so that the channel can be moderated.
We may also consider closing an existing channel for a specific language should one of the above conditions no longer apply.
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