Help
Contact HFi Shop
Use this page to find the right support path for shop orders, Shards, account linking, supporter billing, refunds, donations, in-game redemptions, status incidents, privacy questions, and legal notices.
Last updated: June 7, 2026
Primary support: HFi Discord
Quick help
For most HFi Shop issues, start in the official HFi Discord support channel announced by staff. HFi staff can match your Discord account, order records, linked ARK identity, Stripe receipt references, and delivery history much faster when everything starts from the community support path.
If you are reporting a payment, refund, privacy, security, or legal issue, include enough detail to identify the transaction or account, but do not post private payment information in a public channel.
Current support channel
Current public support path: discord.hfi.gg.
Use the staff-designated HFi Shop, billing, or support channel inside Discord. If the permanent web support form or support mailbox is added later, this page should be updated with the exact form link, email address, response expectations, and legal-notice handling path.
What to include in a support request
- Your Discord username and the Discord account used for HFi Shop login.
- The HFi order ID, Stripe receipt, checkout email, payment amount, or approximate payment date.
- The product involved: Shard pack, supporter tier, donation amount, kit, in-game product, or billing portal action.
- Your linked survivor, server, and ARK identity details when the issue involves in-game fulfillment.
- A short timeline of what happened, what you expected, and what you see now.
- Screenshots or logs when useful, with private payment details hidden.
Orders, Shards, and in-game delivery
If checkout completed but Shards, kit grants, supporter benefits, or in-game delivery did not appear, open Account first and copy the visible order details. Staff may need to review Stripe events, ArkShop balance records, HFiCore link state, delivery queue records, and audit logs.
Do not run repeated checkout attempts to force fulfillment. That can create duplicate orders and make support slower.
Discord and ARK identity linking
If the shop says your ARK identity is not linked, use HFi Obelisk /link in Discord, enter the code in ASA chat from the survivor or account you want verified, then return to Account. HFi Shop cannot safely fulfill account-targeted benefits from a manually typed EOS ID.
Billing, cancellations, and refunds
For supporter subscription management, open Account and use the Stripe Billing Portal action when available. For refund requests, read the Refunds Policy and include the order ID, payment receipt, and reason for the request.
Contact HFi before opening a bank dispute whenever possible. Staff can often resolve duplicates, failed delivery, wrong account, and cancellation questions faster through support.
Status incidents and outages
For suspected downtime, login failure, checkout outage, delivery delay, or game-server integration issue, check Status and include what you tried, the page URL, the approximate time, and whether the issue affects only your account or multiple players.
Privacy, cookies, and legal questions
Privacy and cookie questions should reference the Privacy Policy and Cookie Policy. Legal notices, rights requests, and formal policy questions should be sent through the staff-designated support path until HFi publishes a dedicated legal contact address.
Security and safety reports
If you believe you found a security issue, payment abuse, account takeover, exposed secret, exploit, impersonation, or unsafe fulfillment behavior, contact staff privately. Do not post exploit details, secrets, tokens, session cookies, full card numbers, or proof-of-exploit instructions in public channels.
