That's strange.

Please reach out to one of our Senior staff members and we'll be happy to take a look into that for you. Be sure to include;

• Your username and a link to your user profile.

• The amount you'd paid.

• The date you made the payment.

If you're reaching out on social media or through email, be sure to have the title read "Purchase Issue".

Thanks for your patience!

Enivi auctions can sometimes take a day or so to process. If it's been 3 days and a staff member hasn't reached out to you regarding payment, please contact a Senior staff member and we'll get it taken care of for you.

If you've reached out to your artist and they haven't gotten back to you in more than 3 days, please reach out to our Custom Art Lead. They'll be able to check in with your artist and find out what's going on.

Note: Please only contact a Custom Art Lead if you're having issues with your artist that cannot be resolved between the two of you or if you haven't heard back from your artist in more than 3 days.

Yes, but there are a few things to keep in mind;

• The total amount of the commission cannot be less than what the player would get if they created the image for their own Enivi.

• You cannot claim Star Shards for a piece that was paid in Star Shards.

• All dropped loot will be awarded to the owner of the Enivi in the image.

• The commissioning player must pay at least 50% of the cost of the commission to the artist before the artist begins working.

• The artist must agree to complete the work within 3 months of the payment date. If the work has not been completed and the buying player contacts us, we will attempt to contact the artist to investigate. If we cannot contact the artist, the transaction will be reversed.

• The buyer must agree to make the second payment of the remaining 50% upon completion of the image. If the buyer does not complete the payment and the artist reaches out to us with proof, we will attempt to contact the buyer to investigate. If we cannot contact the buyer, we will pay the artist from the buyer's account and ban them.

By taking and buying commissions with on-site currency, you are agreeing to these terms. If you don't follow through with the above steps, we won't be able to intervene.

Unfortunately, there's not a lot we can do in this case.

We always recommend taking steps to protect yourself as an artist.

• Always have a solid Terms of Service Agreement.

• Never start work without at least 50% paid down.

• Be sure you have all the information you'll need and that your terms are understood before starting.

• If there are any red-flags, trust your gut. Sometimes it's better to cancel a commission than to lose out.

Remember, the steps you take to protect yourself are often also protecting your buyer. If someone seems like they might disappear with your hard work, it's better to be safe than sorry.