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  • #16
    FAQ: What's with all the "gangs"?

    I don't know. When you let people have the freedom to do and say what they want, you get all kinds of interesting results. This is one of them. So far, we haven't seen anyone breaking any rules, so it's all good. It doesn't change anything about keeping your stuff safe. A couple of reminders:

    * ANYONE with access can take your stuff!! So don't give your "gang members" access unless you're ready to donate your most valuable items to them.

    * We have a very low tolerance for bullying, so keep your trash talk and gang rivalries on the friendly side.

    It's just like everything else that's come up in the game: if you don't want to be a part of it, all you have to do is go to a different world.
    "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
    ~ Anne Lamott

    Comment


    • #17
      FAQ: Will you break a lock so I can have <WORLD NAME HERE>?

      No.
      If it's locked, that means that someone else got to it first. It wouldn't be fair of us to remove someone's lock just because you think you could do something better with their world. You'll have to find a world that isn't already owned. Lock up a world and then we'll refuse to break your lock when someone else thinks they can do something better than you.

      Follow up FAQ: But what if that person hasn't been active since <DATE HERE>?

      Still no. That person you think is inactive was probably playing today. Just because you don't see someone online doesn't make them inactive. It just means they play at different times than you. You'll have to find your own world.

      <>UPDATE<>
      If an account has been inactive for 180 days, their locks will become breakable. This applies to small, big, and huge locks ONLY. It does NOT apply to world locks. It also does not apply to locks that have more than one person with access.

      In summary: If a lock is removable, YOU can break it yourself. If you can't break it, neither can we.
      Last edited by Solorien; 01-11-2014, 08:11 PM. Reason: Update
      "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
      ~ Anne Lamott

      Comment


      • #18
        FAQ: My Dragon Hand just disappeared for no reason! Give it back!

        Short answer:
        No.
        No, it didn't.

        - - -

        Long answer:
        We have gotten at least a dozen of these reports this week. I don't know who decided that we were dumb enough to just hand over a dragon hand because someone said it disappeared, but we're not.

        When we get reports like this - reports that are trying to say that our game is glitching in a way that caused item loss - we do a thorough investigation. We look through the logs very carefully to find out exactly what happened. This is because if there is an actual glitch we want to take care of it right away.

        You know those dozen reports we've gotten this week? Guess how many were not a glitch at all, but actually someone dropping or trading or recycling their dragon hand?

        Really... guess... I'll wait...

        ...

        ...

        You are right! Every one of them turned out to be a lie. Because of this thorough investigation, we can easily see exactly where and when and to whom you dropped your dragon hand. There were no "glitches". Every time, the player who owned the dragon hand allowed it to get stolen or traded it away or recycled it and then - when they realized that they had made a mistake - they decided to report it as a flaw in the game.

        Which is a HUGE waste of our time. Time we could have spent making awesome things for everyone to play with. So from now on anyone who tells us the game "magically" deleted their <insert expensive item here>, will be warned that we will investigate, but any evidence showing that they are lying to us (and know exactly how they lost their item) will result in their account being punished for wasting our time - usually with a ban of some kind.

        Don't lie to the support desk. They hate that.
        "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
        ~ Anne Lamott

        Comment


        • #19
          FAQ: Why was I banned/taped/cursed?

          Most of the time people know EXACTLY why they were punished and are just hoping that if they complain enough, we'll set them free. Unfortunately for rule breakers in Growtopia, I used to be a 5th grade teacher , so I am immune to whining, and I have trained the support staff to be immune as well. Whining is more likely to get your punishment doubled than removed!

          If you really don't know why you were punished, we are happy to look it up and tell you. Just create a support ticket asking why you were banned (be sure to include your in-game name). Here are some things to keep in mind when emailing:

          * BEFORE you email, you should re-read the /rules and the /news. Often that will help you understand what you did wrong so you can avoid if for the future. We do not accept "I didn't know that was a rule" as an excuse.

          * Do not bother asking about a punishment that was applied to someone else's account. It would be inappropriate for us to discuss another player with you, and we won't do it.

          * If you challenge a punishment, we can and will search the logs for proof. There are some times when the log search has shown that a punishment was due to a misunderstanding. In that case, we will remove the punishment. HOWEVER, most of the time our mods were exactly right. If you ask us search the logs and we find proof that they were right, we WILL double your punishment.

          * Just because something isn't specifically listed in the /rules as "not allowed" doesn't mean that it's OK to do it. If you are acting in a way that we think is detrimental to our community, we WILL remove you from the game. Be nice, and you have nothing to worry about.
          Last edited by ByteCode; 06-20-2019, 01:03 PM. Reason: Updated!
          "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
          ~ Anne Lamott

          Comment


          • #20
            FAQ: I tried to report a drop game and got cursed/banned!! NOT FAIR!

            We don't WANT you to be a drop game reporter. We WANT you to stay away from drop games. Completely. Don't go near them for ANY reason and if you find one GET AWAY FAST! Here are some reasons you might get punished of you are reporting a drop game:

            SPAMMING
            You are welcome to tell a /mod about a drop game once time. They are very busy and might not be able to get to it right away or even respond to you. If you insist on sending messages over and over they may decide to tape you because you are being more disruptive than helpful.

            PARTICIPATING/OBSERVING
            If you are in a box or standing around watching when the mod gets there to deal with a drop game, you will probably end up cursed for 60 minutes. The ONLY reason drop games still exist is because people keep going to them. We do NOT want you there and we will give you a time out if you insist on being a part of the drop game culture.

            BROADCASTING
            Any form of broadcasting is advertising for the drop game host. DO NOT BROADCAST ABOUT DROP GAMES. You WILL be banned just like the host.

            There is no point in emailing to complain about these punishments. We have posted warnings all over the game and if you are STILL doing these things, you clearly aren't reading the rules. You will NOT be unbanned until your punishment expires.
            "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
            ~ Anne Lamott

            Comment


            • #21
              FAQ: What will &lt;EVENT&gt; be like? How much will &lt;ITEM&gt; cost?

              OMG, you have NO idea how many times people have emailed asking about Valentine's Day. We've been dealing with dozens of emails a day since last April! I have no idea why everyone is obsessed with Valentine's Day... it's not even a very good holiday in real life (Old Person advice : If you love someone, don't wait until Feb 14 to tell them!)! But, boy oh boy, is it popular in Growtopia!

              No matter what holiday or item you are wondering about, the answer is going to be the same:

              We aren't going to tell you anything about the holiday event or the items before the fact. You, like everyone else, will have to wait until the event happens to see what it will be like. Even the mods aren't told anything about the events ahead of time. That's just the way it is.

              The One and Only Exception:

              We have been telling people since about April of last year that we intend to bring Angel Wings back next Valentine's Day. They will be exactly the same as they are now. Use that information as you will.

              We will not ever again share information about a future holiday, event, or item. So don't bother asking.
              "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
              ~ Anne Lamott

              Comment


              • #22
                FAQ: I gave my password to a gem hack site and now I've been hacked!!! HELP!!

                We get THOUSANDS of these emails every week. I'm afraid that you're not going to like my answer at all.

                First of all... WHY ON EARTH WOULD YOU TELL A HACKER YOUR PASSWORD?? If someone is telling you they are going to cheat for you, they have already proven to you that they are dishonest. If you tell a hacker your password you are going to get hacked.

                Secondly... we have already banned the accounts that created these phishing sites. THAT'S WHY THEY WANT TO USE YOUR ACCOUNT. By sharing your password with hackers you are literally making it impossible for us to keep them out of the game.

                Thirdly... I know you are telling us about it because you want us to ban the person who is hacking you. But since the ONLY accounts those guys have access to are YOUR ACCOUNTS, the only way for us to ban THEM is to ban YOU. (I know you also want your stolen stuff back, but that's not going to happen. We don't return items that are lost because you handed them over to the thief on a silver, password sized platter.)

                Finally... there IS a solution that doesn't involve us banning your account. CHANGE YOUR PASSWORD AND STOP SHARING IT WITH HACKERS.

                So it's your choice:
                A) We ban your account permanently so that the hacker can't use it.
                or
                B) You change your password and keep it secret, so hackers can't use your account.
                "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
                ~ Anne Lamott

                Comment


                • #23
                  FAQ: What happens if I own/talk about/use a password phishing site?

                  Password phishing sites are websites that try to trick you into giving away your password. They often claim the will give you free gems if you tell them your name and password or offer a downloadable program that will "hack" the game for you. In both cases, the owner of the phishing site gains access to your account and steals items from you.

                  We don't have a lot of sympathy for people who try to steal from us and end up getting scammed. After all... it was your own greed and poor ethics that led to the problem. We do NOT restore stolen items that are lost due to your password being stolen by a phishing site or download.


                  If you create a phishing site: YOUR ACCOUNT WILL BE PERMANENTLY BANNED.
                  If you advertise (posting on the forum, broadcasting in game, etc) a phishing site: YOUR ACCOUNT WILL BE PERMANENTLY BANNED.
                  If you log into someone else's account using a password you learned from a phishing site: YOUR ACCOUNT WILL BE PERMANENTLY BANNED.
                  If you talk about, joke about, brag about or otherwise suggest that you own or use a phishing site: YOUR ACCOUNT WILL BE PERMANENTLY BANNED.

                  If you use a phishing site or program and your password gets hacked: YOUR ACCOUNT WILL BE PERMANENTLY BANNED, as this is the only way to prevent the "hackers" from using your account to play our game.

                  99% of the "hackers" are already banned on their own accounts, which is why they need to steal YOUR password and use YOUR account. If you keep your password safe you are making sure you don't get scammed, AND you are making sure "hackers" can't get into the game through you.

                  - - -
                  PLEASE NOTE: The "hackers" who run phishing sites aren't really HACKERS at all... they are just liars and thieves. They aren't HACKING the game... they are stealing passwords and logging in. This is NOT a problem with OUR security, it's a problem with YOUR security.

                  You can easily prevent your password from being stolen by doing the following:

                  * NEVER share your password with ANYONE
                  * ALWAYS delete your password from any device you use when you log off
                  * NEVER enter your password while someone is watching
                  * ALWAYS change your password immediately if you have any reason to think it's been compromised
                  * ALWAYS use a complicated combination of at least 7 letters and numbers as your password
                  * NEVER use your name, your GrowID, or sequential numbers (ie: 12345) as your password
                  * NEVER use an easily guessed, common word or popular meme (ie: password, lol, doge, nyan) as your password
                  "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
                  ~ Anne Lamott

                  Comment


                  • #24
                    FAQ: I saw a moderator breaking a rule!

                    We investigated every moderator very closely before offering them the position of moderator. We watch everything they do very closely (which is why some of them don't get to remain moderators for very long).

                    It is VERY unlikely that you actually saw a moderator breaking a rule. Often players misunderstand what they are seeing and assume they are seeing a mod doing something wrong.

                    However, if you are concerned about something you've seen, you are welcome to report it to support. We investigate EVERY report we get about mod misbehavior.
                    Last edited by Misthios; 05-17-2020, 10:36 AM. Reason: Updated old support email w/ new support link.
                    "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
                    ~ Anne Lamott

                    Comment


                    • #25
                      FAQ: I updated the game/my device and now my account is reset!

                      This only happens if you are using a guest account (a name with _### at the end) instead of a GrowID (created by entering an email address). Your account hasn't been reset. You are actually using a new guest account.

                      Every time you start up the game without a GrowID, the game warns you that your account could be lost at ANY time. When you change devices, update your device's operating system or update the game, your device ID changes and you are no longer able to access the guest account connected to your old device ID. This is very sad, but that's why the game warned you EVERY TIME you logged in to create a GrowID.

                      It is very easy to prevent this from happening: if you are going to play for longer than a few hours, make a FREE GrowID! All you have to do is click the options menu (the paper icon in the upper right corner) and choose "Create a GrowID". You will need to enter a VALID email address. If you enter a fake or mistype the address, you will not be able to prove you own the account or change the password in the future... SO USE A VALID EMAIL ADDRESS!

                      If you have lost a guest account, you can contact support and we will try to recover it for you. However, it is not always possible. Your old account might be gone forever. That's why we warn you every time you log in that it could disappear forever! When you email, tell us your ENTIRE guest account name (including the numbers at the end) before AND after you did the update and we will let you know if there's anything we can do.
                      Last edited by Misthios; 05-17-2020, 10:35 AM. Reason: Updated old support email w/ new support link.
                      "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
                      ~ Anne Lamott

                      Comment


                      • #26
                        FAQ: My credit card is being charged without my permission!

                        We do NOT have access to your credit card information. There are NO repeat purchases in our game. We do NOT have any pop-ups that entice purchases at any time.

                        For EACH PURCHASE, the user must press the BUY MORE GEMS button, then the item they wish to buy, then (they are now in Google's system, not in our game) they must click "YES" to indicate they really wish to purchase this item for this amount of money, then they must enter their password, then they return to the game and receive their purchase. This must be done manually EACH TIME you purchase. You can verify exactly when and what orders were made by logging into your Google Wallet or going to the iTunes store and seeing your list of purchases.

                        If you have questions about purchases made on your account or wish to request a refund, you will need to contact support with the name of the in-game account used to make the purchases AND copies of the receipts in question so they can determine whether a refund is possible. You can get these receipts by logging in to your Google wallet or your iTunes account. DO NOT SEND US BANK STATEMENTS OR CREDIT CARD STATEMENTS. You should NEVER share those statements with anyone online and anyone who asks for them is probably up to no good!

                        PLEASE NOTE: If you request a refund for gems that have already been used in the game the request will be denied OR your accounts will be permanently banned, depending on the situation. We do not allow accounts that have been refunded money to continue playing with the gems they didn't pay for. Just like the department store doesn't let you keep the shirt after they refund the money you spent on it.

                        - - -

                        ATTENTION PARENTS:
                        It is a very good idea for you to check your password settings on your device and your Google or iTunes accounts if purchases are being made without your permission. Children are very tech savvy these days. We are regularly contacted by parents who didn't realize their children were making purchases without their knowledge. Because children do not understand how credit cards work or the real value of money, they will spend thousands of dollars and not think anything of it.

                        We have daily purchasing limits on the game and we have rated our game 12+ for this reason, but it is really up to parents to be aware of what their children are doing on their devices. There are plenty of other games and apps that do NOT set these limits and are happy to take advantage of children in this way. Be aware of which apps your child is downloading and what the IAP policies are!

                        - - -

                        If you do not have a Growtopia account or you do not have Google wallet or iTunes account or have no receipts for Growtopia purchases in your records on these accounts, then someone else knows your credit card information and is using it to make purchases on their own accounts. Contact us and we can help you address this situation as well.
                        Last edited by Misthios; 05-17-2020, 10:34 AM. Reason: Updated old support email w/ new support link.
                        "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
                        ~ Anne Lamott

                        Comment


                        • #27
                          FAQ: Why won't you ban this person I'm reporting?

                          Every single day we get reports of "hackers", scammers, bullies, and cheats. Often those reports include something along these lines:

                          "I know you can't give me my stuff back, but at least ban him!"

                          It may seem strange that we don't immediately ban everyone who is reported, but imagine what would happen if we did...
                          - - -

                          IN GAME
                          You: No, I don't want to trade my whole store for one world lock.
                          Bully: That's not fair! I'm mad. I'm going to report you!
                          You: Um... ok?

                          IN SUPPORT DESK
                          Bully: That guy stole all my stuff. You should ban him!
                          Support: Ok. *bans You*
                          You: Wha...??
                          - - -

                          Obviously that would be really unfair. We get fake reports ALL THE TIME. We have had people photoshop fake "evidence" and even go so far as to create elaborate fake videos. We cannot accept your evidence at face value because then we would have to accept everyone's evidence at face value and not everyone is as honest as you.

                          Most of the time, there's nothing we can do anyway, because the "scam" was really just one player getting tricked into doing something dumb. We can't prevent dumb. Only YOU can prevent dumb.

                          ALSO... Don't bother emailing us to ask what kind of punishment we gave another player. We're not allowed to talk about other players' accounts with you. Sorry.
                          "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
                          ~ Anne Lamott

                          Comment


                          • #28
                            Can I make a START world translation?

                            We appreciate your interest in translating our START world into your language! It will really help other people from your country to understand the rules and enjoy our game. Now that we've updated our START, we are also updating the rules for having a translated world linked to START.
                            - - -
                            START WORLD RULES:

                            * Building your START world is entirely your responsibility. You will not be given free items. Mods and developers will not be able to help you build it.

                            * Your START world must be an exact copy of our START, only written in your own language. It may not have any extra doors to your other worlds. It may not have additional signs discussing your worlds or other players. It must be an EXACT copy.

                            * Your START world will not receive honors or WOTD or any other special prize.

                            * We will be checking your translations, so make sure that you are using appropriate language at all times.

                            * If we receive complaints about something in your START world - such as inappropriate language, bullying, or misinforming or cheating other players in some way - it will be removed and your account will be temporarily banned.

                            * If your world is chosen, we will remove your lock and place our own lock. This is because there have been too many people who have edited their worlds to scam other players after receiving a START link. We will give you a world lock and we will place a sign telling everyone that you are the translator.
                            - - -

                            If you are still interested in making a START world translation, please let us know when it is completely done. Send an email including:
                            - the name of the world
                            - the name of the player who created it (no more than 3 names)

                            Please, do not send us this information until your world is 100% ready!

                            Thanks again for being willing to donate your time, energy and supplies to help other players! We look forward to seeing your START world translation!
                            "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
                            ~ Anne Lamott

                            Comment


                            • #29
                              FAQ: Why did my 2 year ban turn into a permanent suspension?

                              The only reason we ban accounts for 2 years is if they commit serious crimes. During that 2 year suspension, we review the account and all information connected to it. There are several reasons your account might have been permanently suspended upon review:

                              * the account is deemed to be a security threat (for example, banned for IAP fraud or "hacking")

                              * the information we found indicated that the owner of the account intended to continue breaking rules (for example, they have been evading the ban on other accounts)

                              * the account was suspended for something illegal in the real world (for example, sexual harassment or phishing sites)

                              If your account was permanently suspended, it will NOT be unbanned at any point.
                              "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
                              ~ Anne Lamott

                              Comment


                              • #30
                                FAQ: What exactly are the rules of the forum?

                                1. BE CIVIL
                                Although this is a very simple, straighforward rule, I am including some examples of civil behavior below. This is not a comprehensive list and specific situations will be evaluated individually.

                                * treat the community and the individuals within it with respect
                                * use family-friendly language
                                * when disagreeing with someone make your points calmly, politely and with evidence
                                * avoid threatening people in any way
                                * avoid sexual content (including content that can be interpreted as sexual because of context)
                                * avoid bullying behavior
                                ----bullying = ongoing abusive behavior involving a power imbalance
                                ----power imbalance = a popular or experienced member attacking a new member or a collection of people attacking one person
                                * be tolerant of others' beliefs, cultures and personal quirks
                                * avoid trolling behavior
                                ----trolling = drawing attention to yourself and causing problems in the community through lies, manipulation, alt accounts or other disruptive actions

                                Members who are unable to remain civil (in these ways or in other ways yet to be mentioned) will be given warnings (for the first offense) or infractions.

                                2. USE THE CORRECT SUB-FORUM
                                Threads posted in the wrong sub-forum may be deleted. Infractions may be given for intentionally or repeatedly posting in the wrong place.

                                3. AVOID SPAM
                                * Spam includes advertising other companies, posting multiple copies of the same thread, bumping your own thread repeatedly or posting nonsense in order to raise your post count or disrupt normal forum activities.

                                4. USE APPROPRIATE SIGNATURES
                                * limit your signature to a reasonable size, use spoilers to hold pictures or text that is too long
                                * see rule #1

                                You can find these rules and a thread discussing them here: http://www.growtopiagame.com/forums/...ia-Forum-Rules

                                The purpose behind our rules is to help us maintain a community where people can share their Growtopia experiences. Any posts, threads or members who are disrupting the community as a whole may be removed in order to protect this purpose. If you don't like the rules of our forum, there are a plethora of other forums that might work better for you.
                                "But you cannot will this to happen. It is a matter of persistence and faith and hard work. So you might as well just go ahead and get started."
                                ~ Anne Lamott

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