Pixie Hollow FAQs

From Disneys Online Worlds Guide (Wiki)

Contents
From the Official Pixie Hollow Frequently Asked Questions page:

Have a question? Below is a list of the most frequently asked ones!


Game Overview

  • Where can I read more about Pixie Hollow?
Have you ever wondered how nature in Pixie Hollow gets its glow? Who gives it light and color as the seasons come and go? The secret is it’s all the work of Fairies. Read more about Fairies by downloading our Fairy Story.
  • What can my Fairy do in Pixie Hollow?
There are tons of things to do! If you don't already have your own Fairy, you'll start my creating one from wings to toes, then fly her to Pixie Hollow where all Never Fairies live. Now you're ready to make friends, chat, decorate your very own house, explore the world, earn badges, and fly with hundreds of other Fairies.
  • How old do I have to be to play Pixie Hollow?
Pixie Hollow is recommended for players ages 6 and up, but it was designed for Fairies of all ages to enjoy!
  • What should I do if I find a problem in Pixie Hollow?
Tell us about it! Use the Report a Problem form to describe the problem you found, attach a screenshot if you can, and then click the "Submit" button to send it our way. If you need immediate help with the problem you are having, use the Live Chat feature to chat with members of the Pixie Hollow technical support team. For questions and comments about the game, check the FAQs or use the Contact Us email form.


Getting Started

  • How do I create a Fairy?
After you create an account or log in with an existing account from Disney.com, you will be able to create your very own Fairy - hairstyle, fashions, eye color, and more! Just click the Play! button on any page and you'll see your Fairy Manager. Click on an empty slot labeled "Create a Fairy" and follow Tinker Bell's instructions.
  • Can I play Pixie Hollow by myself if I want, or do I have to play in a group?
It's up to you. Explore on your own, play with your real world friends who have Fairies, too, or make new friends in Pixie Hollow.
  • How many people can play Pixie Hollow at one time?
Pixie Hollow is a Massively Multiplayer Online Game (MMOG), which means you and all your friends can play together, along with thousands of other Fairies.
  • What controls do I use to make my Fairy fly?
There are two ways to fly your fairy. Either click on an area of your screen to make your Fairy fly there, or hold down your left mouse button and move your mouse around to fly her around the screen.
  • What is a Leaf Journal and how can I get one?
Every Fairy in Pixie Hollow gets her own Leaf Journal, a special book that holds all of her precious information and possessions. When you play, there is a green book icon in the top left corner of your screen. Click on it at any time to open your Leaf Journal, and flip through the pages to see your profile, wardrobe items, house decorations, game settings, and more! As you add items, change your profile, and earn badges, your Leaf Journal will show those changes so you'll always know how your Fairy is doing.
  • Is Pixie Hollow free?
There is no cost for creating and customizing a Fairy and her Fairy home. It is free to fly into Pixie Hollow to meet friends, chat, play games, and earn badges.
  • Is Pixie Hollow safe?
Pixie Hollow is dedicated to creating a safe environment for Fairies. The game is free from third-party advertising and offers parental controls.
  • How do I report a misbehaving Fairy?
Now and then a Fairy might try to disturb others. Report any non-Fairy-friendly behavior in the game by contacting us here.
  • Have more questions about what to do in Pixie Hollow?
Download our Game Guides here.


All About Secret Codes

  • What are Secret Codes?
Secret Codes can be used to unlock special gifts in the online world of Pixie Hollow.
  • Where can I get Secret Codes?
Look for Secret Codes in select Disney Fairies products.
  • Why is there a problem using my Secret Codes?
You must already have a Fairy created in order to use a Secret Code. If you already have a Fairy created, be sure you have entered the number correctly. If you still have trouble, try using our [event:liveSupport.xml Live Chat].


About Clickables

  • What are Clickables?
Clickables are a new type of toy that connects with PixieHollow.com. You can play with the magical jewelry and Fairy game offline, but these toys also allow you to earn special items in the online world.
  • How can I use my Clickables Fairy Game for items in Pixie Hollow?
Playing games earns you Tink points that can be used to redeem a butterfly. Your butterfly will fly with you in Pixie Hollow for a limited amount of time.
  • What is a butterfly for?
Butterflies are Fairies friends who fly with you in Pixie Hollow for a limited amount of time. Your butterfly will be with your Fairy in Fairy homes and all public meadows. They will not appear in “special” areas like games, crafting areas, or shops.
  • How do I get a butterfly?
You can earn Tink Points by playing games on your Clickables handheld video game. You can then use these points to redeem a butterfly that flies with you in Pixie Hollow.


About Cards

  • What is a Game Card or a Magical Membership Card?
A Game Card is a special card that is available for purchase exclusively at Toys ‘R Us starting fall 2009. A Game Card can be redeemed for one month of Membership to PixieHollow.com. Availability may vary by Toys ‘R Us locations, and we would recommend contacting your local Toys ‘R Us to see if these game cards are in stock.
A Magical Membership Card is a special card included with select versions of the Tinker Bell DS game sold exclusively at Wal-Mart starting spring 2009. A Magical Membership Card gives Guests one free month of Membership to PixieHollow.com. Unfortunately, we cannot guarantee you’re your local Wal-Mart has these special edition Tinker Bell DS games in stock, and we would recommend contacting them directly or visiting Walmart.com to check availability.
  • Where can I get a Game Card or a Magical Membership Card?
Game Cards are sold exclusively at Toys ‘R Us beginning fall 2009. Availability may vary by Toys ‘R Us locations, and we would recommend contacting your local Toys ‘R Us to see if these game cards are in stock.
Magical Membership Cards are included in select versions of the Tinker Bell DS game sold exclusively at Wal-Mart beginning in spring 2009. Availability may vary by Wal-Mart locations, and we recommend contacting your local Wal-Mart or visiting Walmart.com to see if these special editions of the Tinker Bell DS game are still in stock.
  • Where do I go to redeem my Game Card or Magical Membership Card?
To redeem your Game Card, go to PixieHollow.com/gamecard or click here.
To redeem your Magical Membership Card, go to PixieHollow.com/membercard or click here.
  • How can I get help with my Game Card or Magical Membership Card if it’s not working?
If you need help with redeeming your Game Card or Magical Membership Card, please contact us at 877-78-PIXIE.
  • Can I use more than one Game Card or more than one Magical Membership Card?
Yes. You may use more than one Game Card or more than one Magical Membership Card per account; however, you must visit the card redemption page and enter each card number separately.
For Game Cards, the 31 days of Membership can be used to add days to an existing account.
For Magical Membership Cards, the 31 days of Membership begins the moment you enter the card number; therefore, you may wish to wait until your previous card has expired before entering the next.
  • Can I use a Game Card or Magical Membership Card on my paid account?
Yes. You may use Game Cards or Magical Membership Cards on paid accounts, however, there are no additional benefits of Game Card Membership or Magical Membership that paid Members do not already enjoy.


Getting Technical Help

  • What kind of computer do I need to be able to play?
PC:

Windows 2000, XP, Vista
Adobe Flash 10 and higher
P3 800 MHz or faster processor
256 MB RAM
350 KB/s or faster Internet Connection

MAC:

OS 10.4.6 (Tiger)
Adobe Flash 10 and higher
PowerPC G4
256 MB RAM
350 KB/s or faster Internet Connection

  • Can I play in Windows Vista?
You bet! Pixie Hollow runs under Windows Vista.
  • Can I play on a Macintosh?
Of course! Pixie Hollow is available for the Mac.
  • What kind of Internet connection do I need to be able to play?
A Broadband Internet connection is recommended but not required. The faster your connection, the better the game will operate.
  • What controls do I use to make my Fairy fly?
There are two ways to fly your Fairy. Either click on an area of your screen to make your Fairy fly there, or hold down your left mouse button and move your mouse around to fly her around the screen.
  • What do I do if I’m trying to fly but my Fairy won’t move?
This could be a problem with the servers that run the game. Pixie Hollow needs regular maintenance and updates. We try to schedule these when the fewest Fairies are online - usually late at night or on the weekends, from midnight to 1 AM PST, which is 3 to 4 AM EST. Fairies that are online will always be notified that these short, but necessary, shutdowns are coming. Occasionally our servers get the hiccups, which can cause them to unexpectedly shut down. We do our best to keep that from happening and try to fix and problems quick as a flit. Thank you for your patience!
  • What do I do if the game keeps quitting on me?
This could be a problem with the servers that run the game. Pixie Hollow needs regular maintenance and updates. We try to schedule these when the fewest Fairies are online - usually late at night or on the weekends, from midnight to 1 AM PST, which is 3 to 4 AM EST. Fairies that are online will always be notified that these short, but necessary, shutdowns are coming. Occasionally our servers get the hiccups, which can cause them to unexpectedly shut down. We do our best to keep that from happening and try to fix and problems quick as a flit. Thank you for your patience!
  • Why does the game feel slow on my computer?
If you are noticing issues while playing Pixie Hollow it could be for one of many reasons. Please double check that your computer meets our system requirements to play this game. If you are still experiencing issues, you can Report a Problem. We cannot respond to every issue individually, but for problems occurring to many users we will address them with system wide messaging on this Web site.
  • What if I forget my Account ID or Password?
If a forgetful Fairy needs help remembering their Account ID or Password, all they need to do is click here for Account ID or click here for Password and follow the instructions on the page.
  • I’m having trouble chatting. I’ve set my chat permissions to SpeedChat Plus and I still can’t chat!
If you are unable to use SpeedChat Plus and you have child account or an account that is under a Parental Authority, please visit our [event:liveSupport.xml Live Chat] support team for assistance. If you have a teen or adult account, you can change your chat setting by following the steps below:
If you are not already logged into the site, please do so now.
Click on the Help button on the navigation bar.
Next, click on the Manage Account button that appears below the Help button.
Click on Chat Preferences or Parental Controls tab in the Account Manager - you should be able to see your chat settings there.
The option for SpeedChat Plus might be unchecked. If yes, click that checkbox to turn it on. If it is already checked and/or you can’t change it, please visit Live Chat for more support.
If you were able to turn on SpeedChat Plus, a pop up should appear with a button for Begin Validation. Please click on that button.
If the e-mail address on account is correct, click Send E-mail to trigger the validation e-mail. If it isn’t correct, enter a valid e-mail address into the field and click Change E-mail.
An e-mail has now been sent to your e-mail address. Please log out of the game at this point and follow the instructions on the e-mail.
When you are done, log back into the game and chat away!
  • What if I cannot find an answer to my questions on this FAQ page?
If you didn’t find your question in our FAQs, visit the Help or Contact Us sections of our Web site.


Membership

  • What is a Pixie Hollow Membership?
Pixie Hollow is free to play, but buying a Pixie Hollow membership opens up a lot more things to do like shopping, personal crafting, quests and playing new games before they are released to all the other Fairies in the Hollow.
  • What payment methods do you accept?
Pixie Hollow accepts credit card payments including Visa, Mastercard, and American Express. We also accept Paypal payments. If there is a payment method you would like to suggest we add, please Contact Us.
  • Is there a family or group rate?
Family or group rates are not currently available.
  • How soon does Membership take effect?
Membership is activated as soon as you complete the purchase process. However, please note that if we are not able to successfully charge your credit card or PayPal account, your account will revert back to non-Member status.
If a long period of time has passed and your Membership is still not active, please contact Pixie Hollow Member Services by calling the Pixie Hollow Customer Support line at 877-78-PIXIE (877-787-4943) - during our hours of operations: Monday through Friday, 8 AM to 6 PM, Saturday from 8 AM to 4 PM, and Sunday from 10 AM to 6 PM PST.
  • I paid for my Membership, but I still can’t shop or use any of the other Membership features!
Please log off and log back on again to activate your Membership status. If your Membership is still not active, please contact Pixie Hollow Member Services by calling the Pixie Hollow Customer Support line at 877-78-PIXIE (877-787-4943) - during our hours of operations: Monday through Friday, 8 AM to 6 PM, Saturday from 8 AM to 4 PM, and Sunday from 10 AM to 6 PM PST.
  • How do I change my Membership subscription type to a monthly/semi-annual or annual payment?
To change your Membership subscription type, please go to our Pixie Hollow Membership page on the Web site and select your new subscription choice. Any remaining time from your previous subscription type will be added to your new Membership and your account will renew at the updated subscription price.
  • How do I change my method of payment?
To change your monthly Membership fees to a new credit card, simply change your billing information in our Account Manager by clicking on the “Manage Membership” button on the lower left-hand side. To switch between PayPal and Credit Card payment, you will need to cancel and then renew your Membership. Please follow the steps in the question above (Q: How do I change my Membership subscription type to a monthly/semi-annual or annual payment?) to learn how to do this.
  • Will my Membership automatically renew?
If your Membership is using a monthly, semi-annual or annual subscription type, it will automatically renew. However, Game Cards and Guess Passes will not automatically renew. Please note that you can cancel this Membership at anytime.
  • How do I renew my Membership?
To renew your Membership, please go to the Pixie Hollow Membership page on the Web site and select your subscription choice. As long as you are logged in with your existing Account ID, your Fairy will not lose any items or progress and will appear exactly as it was before your Membership expired.
  • How do I cancel my Membership?
To cancel your Membership by phone, please call (877) 78-PIXIE (877-787-4943) to speak to a customer service support representative. Our hours of operation are Monday through Friday, 8 AM to 6 PM, Saturday from 8 AM to 4 PM, and Sunday from 10 AM to 6 PM PST.
  • When will my cancellation take effect?
When you cancel your Membership online, it will automatically expire at the end of your current subscription period. If you would rather have your cancellation take effect immediately, please cancel your account by calling the Pixie Hollow Customer Support line at 877-78-PIXIE (877-787-4943), during our hours of operation: Monday through Friday, 8 AM to 6 PM, Saturday from 8 AM to 4 PM, and Sunday from 10 AM to 6 PM PST.
  • What is your refund policy?
Pixie Hollow Memberships are refundable up to 15 days after your purchase and your account will immediately revert to non-Member status.
For example, if you purchase a Membership on the first day of a month, and then you cancelled your Membership before or on the fifteenth day of that month, you will receive a full refund, but your Membership will expire immediately. If you cancel after the sixteenth day of that month, you will be charged for the remainder of that subscription period and your Membership will automatically expire on the first day of the following month.
However, please note that if you cancel online, you will not be refunded for the current subscription period and your account will revert to non-Member status at the end of that paid subscription period.
  • What happens to my Fairy’s clothes, items and tailoring progress after cancellation?
If you cancel your Membership, your Fairy’s belongings will go into storage and you will not be able to access them. They will automatically be available again if you choose to reactivate your Membership.


History

Account Ban Errors

  • Why am I getting an error "Your Fairy log-in information was not recognized - please try again"?
This could be the result of your account being banned due to a violation of our Game and Chat Policies. If this is the case, you must review and agree to our Terms of Use before being allowed back into the Hollow.
  • Why am I getting stuck on a Log In page?
This could be the result of your account being banned due to a violation of our Game and Chat Policies. If this is the case, you must review and agree to our Terms of Use before being allowed back into the Hollow.


Beta

  • What is the Pixie Hollow Beta?
Pixie Hollow isn't quite finished yet - there are things that are broken and incomplete, and a lot of fun things that don't even exist yet! We've invited a special group of Fairies in for what we're calling the "Beta" to test the game and give us feedback so we can find and fix the problems before the game is officially open for everyone to play. By telling us what you think about the game and alerting us to problems you find, you are helping make Pixie Hollow a better place to play.
  • Can I give my Fairy a name I created?
Right now you can only name your Fairy using the Name Selector. We spent a lot of time coming up with the pixie-licious names that are in there, but if there is another one you wish to choose, please let us know. Send in your name suggestions here, and maybe one day your Fairy name will appear in the Name Selector!
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