If you are having issues accessing your Orb balance and you are unable to purchase any offers, you might be dealing with a negative balance of Debt Tokens for violating our Terms of Service [10 YOUR ACCOUNT, 14. VIRTUAL CURRENCY/SITE ITEMS]. Refunds processed through the payment processor after purchases were credited to your game account violate the Terms of Service.
Due to this violation, your game account will earn negative Debt Tokens. These will show in red in the upper-right corner of the main menu.
While your Debt Tokens balance is negative, you will be restricted from making purchases with real money or Orbs until your Debt Tokens balance is returned to zero. Do not worry, your previous Orb balance is still there, and any Orbs you earn in the game will continue to be added to your account. Once the negative balance has been repaid in full, you will be able to access your resources again.
To resolve your Debt Token balance:
- Click the Debt Token icon in the upper-right corner.
Note: This will load the Debt Token offers. This store looks a lot like the Orb Store and while you will be able to see the Orb offers, these will be locked until your negative balance has been paid in full. Only Debt Token packages will be available for purchase.
- Purchase the equivalent of the negative balance.
Note: Multiple packages might be available for purchase. The sum of these packages should be equivalent to your negative balance, and you will need to purchase all of them. Any excess Debt Token purchased will be automatically converted to Orbs.
You can find more information about this on our Reddit official forum post.
To avoid future issues with our Terms of Service, you can also learn more about our policies regarding accidental in-game item purchases in this article.