CURRENT KNOWN ISSUES

You do not need to report issues listed below - we are working hard to solve them
4 months ago:Frequently Asked Questions - FAQ
PLEASE READ THIS FAQ BELOW BEFORE WRITING TO US (You might not get a response if your question is listed below)

Q. I’ve had an issue with a Stardollars or membership purchase, what should I do?

Please contact Xsolla. They take care of all payments made on Stardoll and they’re available 24/7 to help with all payment issues.

Q. I can’t access my account, what should I do?

If you forgot your password and have verified the email address on your account, click on “forgot password?” on the login page. The first email you receive will confirm the email address, click on the link and repeat the first step. Check your email spam box, in case you can’t find the emails.

You can also send us the information below:

1. the username
2. the birth date registered on the account
3. the email address used to create this account (this is essential for the recovery of the account)
4. several purchase reference numbers (you can find this information on the email you receive once your purchase has been made successfully)

Q. I can’t access my StarBazaar. It says I’m on level 17, what can I do?

When you change your email or password, your account will be put in quarantine, which means that the Recycling and Gift Shop features will be blocked and you will only be able to sell designed items in your Bazaar. You'll just need to wait 48 hours until the quarantine period is over.

Q. My account was closed for breaking the rules, can I have it back?

Unfortunately, no. Once the account has been closed for breaking the rules, it can’t be reopened. We ask you not to insist on reopening it, as it can take a lot of time for us to answer. An email is sent informing you that the account has been closed. We reserve the right to not inform the reason for closing the account, in all cases.

Q. Can I change my username?

At the moment, the username changing offer is not available. Once we release the offer again, you will be informed through a Dollmail.

Q. I answered a Cint survey and didn’t get the Stardollars.

Please send us the email address you used to answer the survey and the amount of Stardollars you’re supposed to receive and we’ll include the Stardollars on your account.

Q. I know someone who is breaking Stardoll’s One Stop rules. How can I report them?

If you see other members breaking the rules on Stardoll, please use our reporting tool in the specific place the incident occurred. This is the best way to alert our staff and make sure that these violations are dealt with accordingly. We can’t handle reports through this form or emails.

Q. I bought an item on Starbazaar but it has disappeared.

The item you purchased could have been a copycat and it was deleted by the system. Please send us the purchase reference number available on the Transaction History > My Account and we will verify it and refund the Stardollars to your account, if it’s the case.

Q. I can’t find an item in my Wardrobe/Storage. What should I do?

There is a “Load more” button on the bottom right corner of the page. By using this button, you will load more pages of your Wardrobe/Storage and be able to search and filter from a wider range of items. You need to type the name of the item correctly.

If you have an item locked in a Superstar room and you don’t have the Superstar/Royalty status anymore, to be able to get those items, you need to purchase a Superstar membership. If you can’t find your item, you may have recycled it, please check your Transaction History>My account.

Q. I purchased an item and didn’t receive the back piece that comes with it.

Please send us the item’s full name and brand, in this format:
Item’s name: xxxxxxxxxxxxx
Brand: xxxxxxxxxxxx
PS. Not every item has a back piece.

Q. I created a hair design and a hair piece got stuck on it. How can I fix this?

To move those small hair pieces, you’ll need to hover the mouse and find the “little hand” icon. If you can’t find it, it means that it won’t be possible to delete those hair pieces and you will have to restart the creation.

CONTACT US

Please always review the HELP SECTION first for an answer to your question.

Please note that we will not reply to the following questions or requests:
- ones that use disrespectful, rude, or harassing language
- ones you have received assistance with previously but are hoping to get a different outcome
- ones asking for help regarding the daily contests
- ones do not fit the below criteria or that are already answered in the Help section
- ones that involve a problem you are having with another member here on Stardoll (please use the Reporting tool for these issues, so we can see the problem where it is happening)

Customers with paid plans will receive expedited support, while customers with free plans will have longer response times.

Contact us here if:

A. You've lost your account -- please provide the following information in your message:
1. The username
2. The birth date registered on the account
3. The original email address used to create the account (even if you no longer have access to it)
4. The most recent email address associated with the account
5. The approximate month and year you last had access to the account
6. Several purchase reference numbers, which can be found in the receipt sent to the email
registered to the account when a purchase is made, or payment method used, transaction dates and amounts or the last 4 digits of the credit card used to make the purchases.

B. There's a technical problem in your Suite that only staff can fix. Please review these issues before writing in:

- You cannot access Party Chats
(Please ensure you don’t have an ad blocker running. Additionally, only have one tab open to Stardoll when chatting, as having multiple pages open at the same time confuses the servers and causes chat problems.)

- You cannot access StarBazaar, even though you are above Level 17
(This is happening because your account is under quarantine, which is a security feature that triggers when you change your email or password. If you confirmed your email address, you should receive a message with a link to remove the quarantine, or wait 48 hours for it to be over.)

C.You've had a problem with a payment you've made on the site

We currently only offer customer support in English.
Please include your Stardoll Username, email address and payment info as we need it to help you.
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Contact us

GLORIOUS GAMES GROUP AB
Roselundsgatan 29 C
S 118 63 Stockholm
SWEDEN

Unfortunately, we do not handle questions by phone. If you have any questions, use the above form and we will do our best to answer you a timely manner.