When a purchase does not arrive

A player paid, but says they did not get their rank or items. This page helps you find out why, fix it and send the delivery again.

Find the order

There are three ways to spot an order that did not arrive:

• The Overview shows a red box when orders did not fully arrive in the game. Click See these orders.
• On the Orders page, filter on Needs attention. This shows orders that are Failed or Partially delivered.
• You get a mail when an order stops trying, unless you turned it off under Notifications.

If the player gives you their name, search for it on the Orders page and open the order.

Read the order page

Under In the game, the order page lists every delivery with:

• the command as it was filled in for this player
• the product and the server it runs on
• its status: Queued, Running, Delivered, Failed or Cancelled
• for a waiting delivery, that it waits until the player is online
• for a delivery that failed before, which try is next and when
• what the server said when it failed

That last line usually tells you what is wrong.

Common causes

The server is offline

Open Servers. If the server shows Offline or Waiting for the plugin, the plugin is not talking to us. Deliveries stay Queued until it does.

• Run /mcs status on the server. It says whether the plugin is connected, and shows the last problem.
• If it says the token is not valid, the token in config.yml is not the current one. Make a New token on the Servers page, paste it into plugins/Minecraftstore/config.yml and run /mcs reload.
• If it says there is no token, paste the token into the config and reload.
• If the server is Disabled, choose Enable in its menu.

See Install the plugin.

The player is not online

A delivery with "waits until the player is online" only runs when the player is on the server that runs it. Ask the player to join that server. It arrives within a minute after they join.

On a network, check that the command points to the server the player actually plays on. See Multiple servers.

The command is wrong

The server says something like "unknown command or wrong usage". Common reasons:

• A typo in the command on the product.
• A slash in front of the command. Leave out the slash.
• The plugin the command belongs to is not installed on that server, or has a different command name.
• The command runs on a server where that plugin is missing, while it should run on one server only.

Fix the command on the product. Keep in mind that a paid order keeps the command as it was at the moment of payment. Changing the product fixes future orders, not this one. For this order, run the corrected command yourself in the console, or fix the cause on the server and try again.

The player bought for the wrong name

The order shows the name and UUID they paid for, under Player. The command ran for that player. Run the command yourself for the right player.

Try a delivery again

A delivery that failed 5 times stops trying. Once you fixed the cause on the server, open the order and click Try again next to the delivery. With more than one failed delivery on the order, Try all failed again retries them all at once.

The delivery goes back in the queue with fresh tries, and the order goes back to Paid until it is done. The plugin picks it up within a minute.

Try again sends the same command as before. If the command itself was wrong, trying again fails again. In that case run the right command yourself.

Deliveries that are still trying

A delivery that failed fewer than 5 times is still Queued and tries again on its own, after 1, 2, 4 and 8 minutes. You do not need to do anything if the cause was temporary, like a server restart.

What the player sees

The player's order page shows the progress: Paid, Sent to the server and In your game. When something did not arrive, it tells them that you can see this and can send it again, and that their payment is safe.

Still stuck

Check the console of your server around the time of the order. The plugin logs every order it delivered, and warns there when its token is not valid. If you still cannot find it, open a ticket under Support in your dashboard and include the order number.

See How delivery works for the full picture.