Frequently asked questions
Q: Why was X person declined at checkout or not allowed to complete a purchase?
A: There are multiple factors as to why a payment was declined. The best way to find out why is in your control panel. Head over to https://creator.tebex.io/payments and search for the transaction. Inside the payment, you will find the reason for the decline. Decline reasons include “insufficient funds”, “blocked by payment method provider / Tebex”, and more.
Q: What is the best place to see the breakdown of Tebex / Gateway fees?
A: First, get acquainted with the Tebex platform fees. This page should explain the fees overall. Second, you can view each payment’s fee under the Payments section.
Lastly, you can view the full breakdown under your Tebex wallet.
Q: My package was removed/disabled, but another store does the same.
A: We are using all our resources to get to all other creators who are potentially breaking Tebex’s TOS. This, however, does not excuse you from breaking Tebex’s TOS.
Q: My package was removed/disabled, and I don't know why.
A: Before disabling a package, Tebex’s content & safety team will send a warning beforehand to discuss said package (there are rare exceptions where the package is disabled immediately due to severe breaks of the Tebex TOS). In Tebex’s content & safety team's email, you will find the reason behind the package issue. Please reply to this email and ask for more clarification if you require further information.
Q: Another Tebex store is re-selling my assets without permission.
A: If the store sells the assets via Tebex, please contact [email protected] with proof supporting your case, links, and anything else that could help the team. If the store is selling the assets not on Tebex, you may be required to open a DMCA takedown.
Q: Who are the top 100 Tebex stores/where do I sit in the top 100?
A: We are not able to disclose such information. However, progress in individual! We encourage you to read our best practices page and contact [email protected] if you have specific questions about increasing your store’s revenue and sales.
Q: I want to talk to someone about my Tebex store performance or meet with someone about it.
A: The Tebex creator success team is always happy to help - please contact [email protected] with your inquiry.
Q: Can I add multiple withdrawal methods to my Tebex wallet?
A: The decision to allow only one withdrawal destination is a crucial security feature we have introduced to enhance the protection of your funds. This measure safeguards your account and ensures your store complies with third-party terms and regulations.
This change was necessary to ensure that creators do not inadvertently breach Hyperwallet's terms of service (which we use to provide you with wallet options).
For more information, please refer to Hyperwallet Pay Portal Terms 3.1 Bank Account at https://sellers.hyperwallet.com/hw2web/consumer/page/show.xhtml?page=userAgreement.
Q: Can I change the currency of my Tebex wallet?
A: While you cannot change the default currency, you can add more currencies under Regional pricing.
Q: Help me with payment withdrawals to my Tebex wallet.
A: All the information can be found here.
Q: Is Tebex going to support Crypto payments?
A: Yes. We are working on adding Crypto as a payment option.
Q: (FiveM) I would like to revoke a Keymaster asset from a customer.
A: Unfortunately, we can no longer facilitate the revocation of any FiveM assets purchased or granted to a user. Please note that you must first process a refund to revoke a purchased asset.
If you have any further questions or concerns, please don't hesitate to [email protected]
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