Support Center
Policy Questions
How many accounts am I allowed to have?
Players are allowed to have one account.
Having more than one account can do damage to our economy and grant an unfair advantage to other players.
If we find that a player is using more than one account, we'll close both the "main" account and any additional or "side" accounts we find to be involved.
That being said, we understand that families, friends, and sometimes even strangers may share an IP address. When looking into these accusations our staff will preform an investigation as thorough as possible to ensure we're not accidentally closing the accounts of individuals who happen to share an IP address.
Should I tell staff if I share my IP address with someone else?
No, that's not necessary.
Our staff doesn't maintain a list or documentation of who may share an IP address.
When investigating what seems like someone multi-accounting we're sure to carefully review the account.
I'm going on vacation. Can I have a friend "babysit" my account?
You should never share your account information with anyone.
Keepers of Eniv does not support account sharing. If you choose to share your account information with another player we may not be able to help you if your account is compromised.
How do account penalties work?
Account penalties are viewed on a case-by-case basis.
Generally, a Warning is given first.
The warning will detail out the rule that has been broken, and will ask the member to re-read our rules and terms. If the violation is due to something akin to a vulgar name or forum post, the name may be reset and the post may be deleted.
A Second Warning is given at a second violation. Much like the first, it will detail out the violation.
If the player continues to be problematic, their account may be Banned.
In some extreme situations, warnings may be skipped and an account may be immediately banned.
Keepers of Eniv reserves the right to suspend or ban any member, for any reason, with or without notice.
How can I report harassment/scamming/etc?
If you believe someone is violating the rules you can reach out to a moderator or contact us via social media or email.
Do not confront the other player.
Be sure to include;
Your username and how you would like us to contact you.
Note: We will never tell the individual who reported them. The privacy of our members is our main concern.The player you're reporting and a link to their profile.
A brief description of the situation.
Screenshots and links to proof of the situation you're reporting.
Links to any Enivi involved.
Be sure to have "Violation Report" in the title when you contact us.
Without that information we won't be able to look into your report.
What if someone is breaking Keepers of Eniv rules outside of Keepers of Eniv?
This is a tricky situation.
Unfortunately, we're generally not able to reprimand a user for actions outside of our game. In extreme situations that could put a member of our community or the community itself in danger we may take action (rallying individuals toward hate groups, promoting actions of terrorism, and clear evidence of child-grooming behavior are a few good examples).
If an extreme situation occurs, feel free to contact a Senior Moderator directly and we'll look into the situation.
Please note that we do not give updates on situations reported for the privacy of all members involved.
My account was banned, how can I get it back?
If your account was closed due to multiple rule and ToS violations, it's unlikely that you'd be able to have it returned.
If you believe your account was mistakenly banned you can reach out to us via this form.
What is a Volunteer Moderator and what do they do?
Volunteer Moderators answer questions, direct our players to resources, and foster a friendly and inviting community.
Volunteer Moderators cannot help with customer service issues, but can point you in the direction of who you would need to contact. A volunteer Moderator will not be able to ban your account or issue direct punishment, but can escalate the situation to a senior member of staff to issue the punishment. On the Discord Server, volunteer moderators have the ability to temporarily silence members who are being obstructive until senior staff members can handle the issue.
Being a Volunteer Moderator doesn't imply an employment relationship with Keepers of Eniv, nor does it roll-over into an employment relationship. If openings suited for a volunteer moderator occur, they are encouraged to apply for the position.
If you're interested in being a volunteer moderator, be sure to join our Discord Server. We'll be posting there when we have openings.
I purchased/traded for an Enivi/Companion/Item/Etc from another player, but they haven't sent me their half of the trade/purchase yet.
We highly recommend using our internal trading system when transferring or trading Enivi.
If for some reason you didn't, and feel you're being scammed, please reach out to us on the Help Forum, our Discord Server, through email, or social media. We'll do our best to investigate the issue. Please keep in mind that if you were trading between sites, we may be limited in what we can do.
Be sure to include;
Links to the Enivi if one is involved.
Links to the player involved.
Screenshots and links to any conversations regarding the trade/purchase.
Proof that your side of the transaction is completed.
Any additional details you believe would help.
Can I use Star Shards (SS) or Gems to purchase a commission from another player?
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.
I purchased a commission with real-world currency from an artist on Keepers of Eniv but did not receive my commission.
Unfortunately, there's not a lot we can do in this case.
We'd recommend reaching out to company you used for payment, and follow their steps to make a claim.
I sold a commission for real-world currency to a buyer on Keepers of Eniv, but did not receive payment.
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.
I believe a player is repeatedly scamming other players with real-world commissions.
In the event of a repeat offender, please contact a Senior member of staff.
We can't promise we'll be able to take action, but with enough evidence we may be able to take action on Keepers of Eniv.