The Sandbox Knowledge Base (English)

Community chat & support

Find out where you can meet and chat with fellow Sandboxers. Find out where you can get in touch for support too.

We have a handful of communities where you can meet and chat with fellow SandFam members. There are also several methods of reaching out to The Sandbox for support. You can find these below.

The Sandbox team will never, ever, under any circumstances what-so-ever request your passwords, security keys, security questions or security passphrases. The Sandbox Team will also never send community members a DM first in any of its communities, such as Discord.

In some support cases, we may ask for your wallet address. This is safe to give to us, though you may prefer to do so privately, as it is public record and does not allow anyone to access your wallet.

Main Communities & Contact Information

If you need support, live chat may be the quickest method. Email-based support options may take several working days to process.

We have an official Discord server where you can chat with community members, artists, game designers, crypto experts and The Sandbox staff. You can also get some live support here. We also have several channels for non-English speakers to find support in their own language.

The official Discord server link is: https://discord.gg/thesandboxgame

✉️ Contact Options

There are some email contact options available. We recommend using the live chat options listed above (unless you were referred here by staff), however, we understand those are not always ideal for some individuals.

Email responses may take slightly longer than live chat, typically between 3 and 7 business days. Do note that weekends and public holidays are not counted as business days.

Make sure that you select the correct or most relevant contact address below, in order to avoid delays. And refrain from sending queries multiple times or to multiple addresses, otherwise our system may flag you as a spammer, causing even further delays.

Help & Support Queries

For:

  • Questions & queries.

  • Help, & support.

  • Community ban appeals.

Use this contact address: [email protected].

Missing Reward Claims

  • Please use reach out to us on Discord to be directed through the process of making a missing reward claim.

  • If it is not possible for you to join Discord or you do not wish to do so, you are welcome to use the Help & Support Queries option above this one.

Community Matters

For:

  • Queries relating to The Sandbox community.

  • Complaints about support staff, moderators, or Ambassadors.

  • Appealing mutes or bans from the community.

  • Mutual community collaboration opportunities.

Please either:

  • Open a live support ticket in the Discord community. The support agent will direct the Community Managers to your ticket if it is appropriate.

  • Use the Help & Support Queries contact option above.

  • Send a DM to the Community Managers, who can be reached by pasting either their username or numerical ID into the "Start a conversation" box in the top-left of Discord:

    • Amy: amy shadowalker#2787 / 511802871722016769

    • Scott: Scott Ravenfyre#5031 / 312677158378143755

Reporting Other Players

In-game If you believe another player has acted in a way that is a violation of our rules or terms of use, you can let us know about it by sending a report to [email protected].

On The Sandbox Website If you believe that another member of The Sandbox is behaving in a way that is a violation of our rules or terms on The Sandbox website, for example uploading an offensive image for their LAND on the map, please report it to us through [email protected].

In the community If you believe another community member has acted in a way that is in violation of the rules or terms of use, you can let us know by reaching out to a moderator within the respective community, or using the dedicated reporting channel if one exists.

Privacy Queries & Account Deletion

Privacy & GDPR Queries

For the following:

  • Privacy & GDPR queries.

  • Privacy concerns & complaints.

  • Requesting copies of data.

Use this contact address: [email protected].

In order to protect your privacy, the majority of privacy-related queries can only be processed through this address, not in our live chat support system.

Data & Account Deletion

To request deletion of your account and/or data at The Sandbox, please complete the "Account & Personal Data Removal Request" form, which can be found here: https://tsb-externals.atlassian.net/servicedesk/customer/portal/12.

Compromised Wallets

If your wallet was compromised, see this page: My Wallet Was Compromised. You should follow the information in that page immediately as a priority, without delay.

Partnerships & Mutual Collaborations

Please refer to either of these links:

Careers

  • To learn more about careers and opportunities within The Sandbox, see this page: Work With The Sandbox.

  • To enquire about a career opportunity, please use the General Contact address below.

General Contact & Other Contact

Use this contact address to reach out to us about matters that do not fall into any of the above categories: [email protected].

Other Communities

We also have several Telegram communities in different languages, where you can chat with other community members and seek advice. The official links are below.

We also have a WeChat (微信) for Chinese community members. Please join either our Discord or Chinese Telegram (linked above) and ask for an invitation to join the WeChat group.

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