Billing Questions
What are Premium Characters?
To make your character a Premium Character, purchasing Premium Time is required. Premium Characters have access to all areas and are granted several additional benefits:
- Permanent Life Insurance 50% (loose 50% less EP than free char when killed by monsters)
- Stamina bonus (50% more EP for 2 hours whenever your Stamina is full)
- Access to all Islands
- Use all Portals
- 9 Depot pages
- Found guilds
- 10 Trade Offers
- Receive Platinum
- Listed in Highscores
- Priority Login
All Premium Characters receive fixed amount of Platinum as soon as the Premium Time is purchased which they can spend at the TibiaME Marketplace. The amount of Platinum a character receives depends on the length of the ordered Premium Time.
Please keep in mind that all these benefits will be lost when the Premium Time runs out. The character then returns to VIP Status. When you decide to purchase Premium Time again all the privileges will be reinstated.
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Billing Questions
What are VIP Characters?
After you have purchased Platinum for the first time your character will receive VIP status. This status is also obtained after your character’s Premium Time has run out. Please note that from this point on your character will never lose VIP status, even if the ordered Premium Time runs out or your supply of Platinum is depleted. VIP status brings several benefits:
- Stamina bonus (50% more EP for 2 hours whenever your Stamina is full)
- Get listed in the highscores
- Always get online, even when the game server is full
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Billing Questions
What are Game Codes?
A Game Code is a 20 digit code you can use to get Premium Time or Platinum. You can buy them via our official resellers and use them in-game. To enter the game code just open the menu and go to Premium & Platinum -] Choose Method -] Game Codes. There you will have to select the correct option for the game code you bought. If you got a Premium Time code then use "Buy Premium", otherwise choose the "Buy Platinum" option. But please be careful because if you enter a game code wrong too many times or choose a wrong option, this feature will be locked and you need to contact customer support.
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Billing Questions
What is Platinum and how to use the Marketplace?
Platinum is a special in-game currency you can use to buy the additional features offered at the Marketplace. Also will your character be elevated immediately to VIP status with all its great benefits when getting Platinum. To access the Marketplace just go to the in-game menu and choose the option. There you can find many useful features and products for your character, including access to new islands, boosts and even new outfits.
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Billing Questions
What happens when my premium runs out?
Your premium benefits end. Also, you cannot access premium areas any longer and cannot place new offers in the trade house.
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Billing Questions
How can I order a premium character?
Upgrading your character to a premium character is easy. Simply follow the instructions in the "Premium" section on our website to enjoy all premium benefits.
Users of an iPhone or iPod can also pay via the App Store.
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Billing Questions
Where can I get a game code?
You can buy a game code from one of the official resellers just like normal premium time. The reseller will generate the code and give it to you to use.
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Billing Questions
I rejected my premium. What do I have to do now?
If you have rejected a premium payment, then you have several options: You can have the payment reopened for the same character, reassigned to another character or get a refund.
Please send an email to our customer support team (support@tibiame.com) with the following information:
I rejected the payment for my character "character name" on world "world number". Please reassign/reopen/refund the payment to my character.
Make sure to only select one of the three options.
Our support team will then do what you requested. If you selected reassign or reopen, then you or the other player will be asked again whether you want to accept or reject the payment. Please make sure that you only accept payments that you or a trusted person (e.g. parents) have made.
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Billing Questions
Why did I not receive my purchased Platinum / premium? (Appstore / Android)
Please make sure you have logged in at least once with the Apple or Android device which you have used to make the purchase in iTunes or Google Play. It can take up to an hour until iTunes or Google Play confirms your payment. This confirmation can only be processed by the device you made the purchase on.
Please also make sure your credit card can be debited and that it has sufficient funds for your purchase. If iTunes or Google Play cannot verify your payment, we will not be able to assign any Platinum or premium time to your character.
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Billing Questions
Which payment methods are available?
element 5:
If you order premium via our payment partner element 5, your can order by:
- Credit Card: Element 5 accepts Visa, Mastercard, American Express, JCB and Diners Club. If you choose this payment method, your character will usually be premium in the next 24 hours.
- PayPal: Payments via PayPal can only be accepted in USD, EUR, CAD, GBP and JPY.
- Wire/Bank Transfer: The needed bank information will be shown to you at the end of the ordering process and sent to you by email. Note that orders by bank transfer may take up to 3 weeks and that a fee for international bank transfers can add to the price.
- Cheque: Cheques need to be sent via postal mail to element 5. They accept money orders and all personal, business, and cashier's cheques.
Please keep in mind that your payment must always be addressed to element 5, no matter which payment method you choose. Do not send or transfer money to CipSoft!
Reseller:
In several countries, players have also the possibility to contact a reseller and use local payment methods to pay for a premium character. Please contact the reseller closest to you to learn more about available payment methods. You can find a list of our resellers in the "Premium" section of our website.
App Stores:
With the iOS and Android clients you can buy premium time via the App stores ingame. Simply select the premium menu and follow the instructions.
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Billing Questions
What is element 5?
element 5, a service of Digital River, is our partner that handles all orders and payments concerning TibiaME premium characters on our behalf. If you have a payment problem, please contact element 5 via email support-eng@element5.com or at their hotline:
USA: +1 (952) 646 5022
Germany: +49 (0) 221 31088 30
Please remember to always state your order reference number when dealing with element 5.
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Billing Questions
What are resellers?
Resellers buy large amounts of premium time from us to sell them to players in their countries. They offer local payment methods, so they are particularly helpful for players who have no credit card. If you live close to a reseller, you can also go there and pay by cash. Note, however, that the fee for premium can vary from the price on our website as resellers can make their own prices.
If you want to buy premium via one of our resellers, contact him and tell him the name and game world of your character. You can find a list of our resellers in the "Premium" section of our website.
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Billing Questions
I received a payment notice. Can I accept it?
You should only accept payments from people you know and you can trust. Accepting a payment from another person can lead to unwanted problems.
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Billing Questions
I was banished for an invalid payment
If a premium payment is cancelled by the person that paid for it, then your character is banished automatically as you have used premium time that is no longer paid for.
In order to have the banishment lifted, you need to buy new TibiaME premium time to cover for the used and no longer paid for premium days. Please send an email to support@tibiame.com to notify TibiaME Support of the payment. Once the new payment has arrived, they will deduct the premium days you have already used from your new premium time and manually lift the banishment.
Please note that we do not accept a bad payment history! If we receive another chargeback/cancellation of your payment in the future, your character may be deleted without any further notice.
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Billing Questions
How can I have the lock for game codes lifted?
If you enter a game code incorrectly several times, then the method will be locked for your character.
This means you will not be able to enter a game code. To have the method unlocked, simply send an email to support@tibiame.com and include your character name, the game world as well as the correct and unused game code. Customer support will then unlock game codes for your character. You will then be able to enter game codes for your character once more.
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Billing Questions
How can I change my character's name?
Once you have bought a name change, you will be able to give your character a new name. Please note that it is only possible to give your character a name which is not in use on your game world.
As soon as you have bought a name change you will be asked to enter your character's new name. Make sure to choose a name which does not violate the TibiaME name rules. Once you have chosen a name you like, confirm the name to complete the name change.
If you close the client or get disconnected before entering the new name, this entry field will reopen every time you log back into the game.
If you get the message "A character with that name exists", then a character with your chosen name already exists in your game world. If this happens, please choose a new name and try again.
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