Troubleshooting common problems

Start with the symptom below. Each answer names the cause the app actually reports and the next step that fixes it.

I cannot sign in

• “Incorrect email or password” — check the address and password, then try again. The same message is used whether or not the email exists.
• “Too many attempts” — wait a moment before retrying; repeated attempts are rate-limited.
• “Please confirm your email address first” — open the confirmation link in your inbox, then sign in.
• “Forgot password” is not available yet. The link on the sign-in page does not open a reset flow, so email support@clevate.net if you are locked out.

I cannot find the Arena

The Arena is not a sidebar item. Open Home and choose Battle Now or Enter Battle. The direct address is /dashboard/arena.

A Story Mode level is locked

Open the level sheet; it names the missing prerequisite. Clear that node first. A chest needs its boss, and World II needs the World I chest. Locked is a progress rule, not a bug.

My Story Mode progress is not saving

If the map says “Progress saving is not configured on this database yet”, the progress tables are unavailable in that environment. Existing progress is not deleted. Finish the level when the message is gone; if it persists, email support@clevate.net.

My MP did not change after a match

• Only a ranked Arena match moves your rating. Quick Match, bot duels, hosted lobbies, Story Mode and quests do not. Transfers, loans and shop purchases are wallet movements, not match results.
• A ranked settlement can take a moment after the result screen. Open MP Wallet and refresh the ledger.
• A transfer fee, shop purchase or loan interest is a separate debit and does not mean the match result was wrong.
• If the ledger shows no row for a ranked match you completed, email support@clevate.net with the match time.

I have played matches but have no relic pieces

Check the Relic Collection page for the eligible-answer count and the guarantee countdown. Only finished public matchmade matches count, and only correct unassisted answers. Custom rooms, friend lobbies, bots and tiebreaks never roll. A 3% base rate also means a short run without a piece is normal; the 30th eligible answer is guaranteed.

Matchmaking is taking a long time

Ranked matchmaking widens its rating window as you wait, so a long search is not a frozen page. Check your connection, try Quick Match for speed, host or join a room with a code, or use a bot duel.

Notifications are not appearing

• Check your notification level in Settings: All, Important only, Mentions, Battle only or Muted.
• Check the category toggles: squad, challenges, battle, community and events.
• Check your browser’s notification permission; blocking it at browser level overrides the in-app setting.
• The bell groups notifications into Battle, Squad, Progress, Community and System. Open the bell to see all groups.

The theme is not the one I chose

System follows your device setting. Choose Light, Dark or AMOLED explicitly if you want a fixed theme. The preference is stored in the browser, so another browser or a private window can look different.

I cannot install the app

Use the browser menu: “Install app” in Chrome or Edge, or Share → Add to Home Screen in Safari. The in-app prompt only appears after two different days of use and can be dismissed, so its absence does not mean installation is unavailable. Installation needs a supported browser and a secure (HTTPS) page. There is no app-store download to find.

Account deletion did not work

Make sure you typed “delete this account” exactly and confirmed the permanent-delete button. If the action returns an error, retry once; if it still fails, email support@clevate.net and do not assume the account was deleted.

Quick answers

Is MP real money?

No. MP is a closed competitive rating with no cash value and no withdrawal route. It cannot be bought with real money.

Does Story Mode award MP?

No. Story Mode awards XP, items and badges. Ranked Arena is the only match type that moves the rating.

Can I block another player?

Not yet. Report the message or answer, remove the friend, leave the squad, and adjust notification settings. A per-player block is not available in the shipped app.

Can I buy relic pieces?

No. Relic pieces come only from eligible correct answers in finished public matchmade Arena matches. MP does not affect the odds.

How do I delete my account?

Open Profile, scroll to Danger Zone, choose Delete My Account, and type “delete this account” to confirm. The deletion is permanent.