Most reports we receive have a cause that can be confirmed in under a minute from inside the game. This page is ordered by how often something turns out to be the answer. Where a problem is genuinely ours, the last section explains what to send so that it can be fixed rather than guessed at.
I cannot sign in
Try the normal sign-in flow once more first — an expired session is by far the most common cause, and signing in again clears it. If you registered with Google, use the Google button rather than a password; the two are separate paths to the same account and a password may never have been set.
If it still fails, open a support request from a browser where you are signed in if you can. Include the account name, the device or browser, roughly when it happened, and the exact message you saw. If the account is restricted rather than broken, support will say so, and appeals go through the appeal flow.
A world will not load, or drops me
Check the world's entry on the Worlds page. If it is shown as offline, the world itself is down and there is nothing to fix on your side. If it is online, reload the client — a stale page after a server restart looks exactly like an outage.
On a slow connection, give the spawn area a few seconds to stream in before moving. If the world loads but the terrain never appears, or you drop repeatedly from a world that stays online for everyone else, that is worth reporting with your world name, character name, device or browser, and the time it happened.
My items are missing
Walk this list before filing anything. In order of how often each turns out to be the answer:
- The armor and equipment slots — worn gear is not in the bag.
- A chest, furnace, or machine you filled and forgot, including guild chests.
- The ground where you last died. Drops stay where you fell.
- A full inventory at the moment of a reward or a bulk craft, which leaves the items on the ground or ungranted.
- Vehicle storage, if you were carrying things in one.
- An auction listing or a mailbox claim waiting to be collected.
If none of those accounts for it, report the item, the character and world, and roughly when you last had it.
A recipe will not craft
Open the recipe book with R and compare what you have against what it wants. Two things catch people out: a shaped recipe needs its pattern intact, and an ingredient may be more specific than it looks. Recipes that accept a group — any plank, any ingot of a given metal — say so; recipes that need one exact item will take nothing else.
If the Recipes tab does not list the recipe at all, you have not learned it yet, and that is working as intended rather than a bug.
A block will not break
Check what you are holding. Stone and ore need a pickaxe and will not yield to anything else; digging with the wrong tool or with bare hands is slow enough to feel broken. Check durability too — a tool that broke mid-swing is easy to miss.
If the tool is right and the block still will not break, you are probably inside a protected area or another player's claim. /claim here tells you which claims cover where you stand.
I cannot place or use something
Run through: are you close enough, is the right item selected, are you aiming at the block you think you are, and does the claim you are standing in permit building? Beyond that, some interactions have their own requirement — a mount may need a saddle, a vehicle may need its key, and a guild action may need a rank you do not hold.
On touch, remember that a tap acts on whatever your finger lands on while the mine and use buttons act on the crosshair; that difference explains a lot of "nothing happened" moments.
A purchase has not arrived
Check your billing history from the Account page first, since a purchase that never completed will not appear there. If the charge is real but the goods have not arrived, open a billing support request with the purchase time, the platform you bought on, the account name, and what was supposed to arrive. Refund eligibility is set out in the Refund Policy.
I was banned, muted, or restricted
Use the appeal flow rather than making a second account — evasion is itself a violation and makes the original decision harder to reverse. Include the world and character, the approximate date and time, and the context you want reviewed. Appeals are read by a person.
Someone is behaving badly
Report them in-game rather than arguing in chat: the report reaches moderators with the context attached. Harassment, scams, hate speech, sexual content, and deliberate griefing are all covered by the Community Guidelines. If someone is asking you to move a conversation off Boxy, or asking for personal details, report it and do not engage — that pattern is exactly what our rules exist for.
I found a bug
The fastest route is /bug in chat, which files a report with your world, position, and character attached automatically. Add a sentence describing what you expected and what happened instead.
For anything you cannot report in-game, use bug reporting and include the world and character names, your coordinates and biome (both are on the HUD), your device or browser, the steps that reproduce it, and a screenshot when the problem is visual. A report that lets someone else reproduce the fault is worth several that only describe it.
Still stuck? Contact support, or go back to all docs.