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This article gathers Estelar Online’s rules of conduct and the ways to get help: pilot names, muting, blocking and reporting, purchase refunds and contacting the team. The FAQ is also inside the game (Esc menu › SUPPORT) and on the estelaronline.com/suporte page, for anyone who can’t even get in.
Pilot name
Section titled “Pilot name”Your pilot name is chosen when you create your account, and it’s how other pilots know you.
| Rule | Details |
|---|---|
| Length | 3 to 16 characters |
| Characters | only letters (from any alphabet, with accents), numbers and single spaces between words |
| Unique | ignoring case and spaces: “Lmx”, “LMX” and “L mx” are the same name |
| No impersonating the team | nothing like GM, ADM, Admin, Mod or Dev at the start, and no “moderador”, “suporte”, “oficial”, “sistema”, “servidor” or “Estelar” anywhere |
| No offense | swear words, insults and hate names are rejected |
The game checks as you type, and the server checks again when the account is created. You can’t change your name yet. If yours has a problem, write to support.
The team shows up with the [AE] badge (see Stellar Authority). Anyone who claims to be on the team without the badge isn’t.
Mute, block and report
Section titled “Mute, block and report”| Action | Where | What it does |
|---|---|---|
| Mute | local voice and channels (PILOTS tab) | you stop hearing the person; it only applies to you |
| Block | channels (PILOTS tab) and a post’s menu in the feed | you stop hearing and seeing each other in channels, each one’s posts disappear for the other and neither can comment on the other’s posts |
| Report | channels (PILOTS tab), feed posts and comments | sends the case to the team for review, with the reason and optional text |
The report reasons are: insults, threats or harassment; hate speech or prejudice; sexual content or nudity; noise, shouting or spam; and other reason. When reporting a post or comment, you can block the pilot at the same time.
When the team confirms a report, the post or comment is removed from the feed and the author is notified. Cheating and abuse lead to a warning or an account ban. You can also report by email, with the pilot’s name, what happened and, if you can, a screenshot.
Refunds
Section titled “Refunds”Everything you buy in the game (cosmetics, Galactic Citizen, the season pass and corporation items) can be refunded.
- Within 7 days of the purchase, for any reason: it’s your right of withdrawal.
- After that, duplicate charges, wrongful charges and purchases that never arrived are also refunded; other cases are reviewed one by one.
How to request one: press Esc and open SUPPORT › MY PURCHASES. Pick the purchase, give the reason and send it. Every request is answered within 5 business days, and the answer shows up right there. Can’t get into the game? Request it by email.
The money goes back through Mercado Pago, to the same payment method. With Pix and Mercado Pago balance it usually comes back within a few days; on a credit card the refund shows up on your statement, which can take up to two statements.
Whatever was refunded is removed from the account: items revert to the stock ones, the days from that citizenship purchase are removed, the pass items are removed and the corporation item leaves the corporation (unless another member also bought it). If the purchase included several things together, the whole purchase is refunded.
Purchase that didn’t show up: it normally arrives within seconds of Mercado Pago’s approval; with Pix and boleto it can take longer. If an hour has already passed, request a refund with the reason “I paid and the item did not show up”.
Minors can only buy with the permission of their parents or guardians, who can request a refund for a purchase made without permission.
Account
Section titled “Account”- Forgot your password: on the login screen, type your email and click “Forgot password”.
- Delete your account: on the login screen, after logging in, use the “delete account” link. Deletion is immediate and can’t be undone: progress, colonies and everything you bought are gone. Request any refunds first.
- Universe reset: when a big change requires restarting progress, whatever you bought stays on your account.
Contacting support
Section titled “Contacting support”The team’s email is admin@mapelabs.io. For a bug in the game, say what you were doing, what you expected and what happened; a screenshot helps a lot.