Pixie Hollow FAQs — Disneys Online Worlds

From the Official Pixie Hollow Frequently Asked Questions page:

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

Rules & Safety

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 forget their manners. Report any non-Fairy-friendly behavior while you're in Pixie Hollow by opening up their Fairy Profile and clicking on the "Report" button at the top.

What is the Pixie Hollow Code of Conduct?

''1. Always be kind and respect other Fairies. The Never Council does not tolerate any swearing, cheating, bullying, or any kind of mean behavior. Any Fairy who does not follow these rules while playing will be dealt with appropriately.

''2. Never reveal any of your real world personal information. The best way to make sure you stay safe online is to NEVER share your real name, phone number, home address, e-mail, social networking site information, or pictures of yourself with ANYONE. Also never exchange account information such as your member name or password with anyone under any circumstances.

''3. Chat nicely with other Fairies. The Never Council will not permit talk about drugs, sex, race, or topics that may disturb other Fairies. Any Fairy who does not respect the peace of Pixie Hollow will be asked to leave the game.

''4. No cheating. Any use of third party programs is not allowed. Fairies who use any third party programs while playing risk being permanently banned from the game.

Chat and Friendships

What do I do if I'm having trouble chatting?

''We're happy to help you with your chat settings. Please Contact Us for more help.

What chat options do I have in Pixie Hollow?

''There are two ways to chat in Pixie Hollow:

''SpeedChat uses a set list of words and phrases that Fairies select from a drop-down menu.

''SpeedChat Plus is a keyboard chat system that uses a dictionary of Fairy-friendly words. This chat is filtered and moderated. If a Fairy types a word that is not in the dictionary, that word will not be seen by other Fairies.

''To learn more about SpeedChat and SpeedChat Plus and how to turn them on and off, please visit Parental Controls.

What kinds of chat modes are there?

''Chat Settings determine what you can say in Pixie Hollow, but "Chat Modes" are how you can say it. Regardless of whether your account is set to SpeedChat or SpeedChat Plus, you can use three modes of chatting in Pixie Hollow: Whisper to One Friend, Whisper to All Friends, and Public Chat. Players set to SpeedChat will only see your message if you send a SpeedChat phrase.

''Public Chat allows you to: Send a message that will be visible to all Fairies in the meadow, house, or shop ... wherever you're located at the time. Fairies do not have to be in your friends list to see your Public Chat messages.

''Whisper to All Friends allows you to: Send a whisper without specifying a particular Fairy. Click on the Chat Mode button on the chat bar to change it to yellow, send your message, and all of your friends that are online in Pixie Hollow will receive it in the chat log or as a bubble on the left side of the screen.

''One Friend mode allows your Fairy to: Speak directly with another Fairy without other Fairies seeing the conversation. Click on the Chat Mode button on the chat bar to change it to green, choose the Fairy you want to whisper to, and send your message. Instead of a chat bubble appearing above your Fairy's head, you and the Fairy you whispered to will see your message in the chat log or as a bubble on the left side of the screen.

Can I suggest words to add to the chat dictionary?

''Of course! You can suggest a new word to us using the Contact Us form.

Can I turn off Whispers from other players?

''If you only wish to see Public Chat messages in Pixie Hollow, you can turn off Whispers from other players. To turn off Whispers: Open your Leaf Journal, click on the Options Tab, go to Game Settings, and use the Whisper drop-down menu to change your Whisper setting to "All Whispers Off."

How can I get SpeedChat Plus?

''To set an account to SpeedChat Plus in Pixie Hollow you must do two things. First, you must request SpeedChat Plus. Once you request it, an activation e-mail will be sent to the e-mail associated with the account ID. Finally, you must respond to the activation e-mail validation to be allowed to use SpeedChat Plus.

Where can I request SpeedChat Plus?

''There are three ways to request SpeedChat Plus for Pixie Hollow.

''1. You can fly into the game and click on the chat bar at the bottom of the window.

''2. You can open your leaf journal and click on the “Options” tab in the game.

''3. You can visit the “Community Settings” tab of your Account Manager.

''Please note, after requesting SpeedChat Plus, you will need to activate SpeedChat Plus by responding to the activation e-mail sent to the e-mail address associated with your account ID. If you need to update the email address associated with your account, please contact Customer Service.

Closure

When will Disney Fairies Pixie Hollow close?

''Disney Fairies Pixie Hollow will shut down at 11:59 AM Pacific Time on September 19, 2013.

Why is Pixie Hollow closing?

''Disney Interactive is committed to offering high-quality, entertaining play experiences in both online virtual worlds and mobile apps. At this time, we are shifting our development focus towards other online and mobile play experiences, such as the new Disney Fairies website, Club Penguin and a growing selection of Disney Mobile apps. We deeply appreciate your enthusiasm and loyal support for Pixie Hollow and sincerely hope you will continue to enjoy the large variety of online and mobile play experiences Disney offers, and will bring you soon!

Will I be able to access my account and my Fairy/Sparrow Man avatar(s), and items?

''All guests can log in with their existing account information and enjoy full unlimited access to Pixie Hollow for free from now until September 19, 2013. After that date, you will no longer be able to access Pixie Hollow.

Can I purchase a new paid Membership?

''Memberships are no longer available for purchase. ALL Fairies and Sparrow Men can log in with their current account information and enjoy unlimited access to Pixie Hollow for free from now until September 19, 2013.

Why can’t I purchase or re-activate my Membership?

''Pixie Hollow will close on September 19, 2013. ALL Fairies and Sparrow Men can log in with their existing account information and enjoy full unlimited access to Pixie Hollow for free from now until September 19, 2013.

I have a recurring paid Membership for Pixie Hollow. What happens now?

''As of August 20, 2013, your credit card or PayPal account will no longer be charged a recurring payment for Pixie Hollow. Guests with current paid Memberships will receive an email with information about Membership including refund details. All players will be able to log in with their existing account information and enjoy full Membership access for free until the online world closes on September 19, 2013. For additional billing questions, please contact us at [email protected]. Billing support will no longer be available after November 18, 2013.

I just bought Pixie Diamonds. Can I get a refund?

''Pixie Diamond purchases are non-refundable. You can continue to use your Pixie Diamonds in the Pixie Hollow virtual world until it closes on September 19, 2013.

What happens on my renewal date or when my subscription expires?

''As of August 20, 2013, your credit card or PayPal account will no longer be charged a recurring payment for Pixie Hollow. All Fairies and Sparrow Men can log in with their existing account information and enjoy Membership access for free until the online world closes on September 19, 2013. Fairies and Sparrow Men with current paid Memberships will receive an email with information about Membership including refund options.

Is Pixie Hollow free now?

''Pixie Hollow will be closing on September 19, 2013. Memberships to the online world are no longer available for purchase but ALL Fairies and Sparrow Men can log into the online world and enjoy full unlimited access for free from now until September 19, 2013.

I purchased a Pixie Hollow Game Card at a Target / Toys R Us store. What do I do now?

''Paid Membership for Pixie Hollow is no longer available for purchase. ALL Fairies and Sparrow Men can log in with their existing account information and enjoy full Membership access for free until the online world closes on September 19, 2013.

''If you have purchased a Pixie Hollow Game Card at Target or Toys R Us retail stores, but have not yet activated your Game Card online, please contact us at [email protected] or call (877) 787-4943 for additional help. Billing support will no longer be available after November 18, 2013.

I have a Membership / Free Trial code (either from a game pass or DVD insert). Can I still use it?

''Paid Membership for Pixie Hollow is no longer available for purchase. There’s no need to enter a Membership Code because ALL Fairies and Sparrow Men can log in with their existing account information and enjoy full Membership access for free until the online world closes on September 19, 2013.

''Please contact us at [email protected] for additional help.

Can I still redeem a Secret Code I got from a Disney Fairies toy?

''Yes, you can still redeem any currently available code on the Secret Codes page until the online world closes on September 19, 2013. Please contact us at [email protected] for additional help.

Can I save my Fairy/Sparrow Man avatar(s) and all my in-game items inside Pixie Hollow?

''Unfortunately, after the online world closes on September 19, 2013, Fairies and Sparrow Men will no longer be able to log into their accounts or access Pixie Hollow.

I like to play in online worlds. Does Disney have any other virtual worlds?

''We offer a variety of different ways to continue enjoying Disney’s high-quality, entertaining play experiences online! For players who enjoy playing in virtual worlds, we encourage you to waddle over to Disney Club Penguin. We also offer a huge selection of fun Disney apps for tablets and mobile devices here.

Is the Disney Fairies Fashion Boutique mobile app also closing?

''Disney Fairies Fashion Boutique will no longer be available on the App Store as of September 19, 2013. If you have already downloaded the game on your device, you can continue playing it with more limited functionality.

''For more Fairy fashion fun, be sure to check out the new Pixie Party Couture game at the official Disney Fairies website.

Will there be any Disney Fairies online games coming out in the future?

''You can continue to play flitterific games and activities at the official Disney Fairies website! More Fairy fun will be added regularly!

Membership Cancellation

How do I cancel my Membership?

''Online Cancel

''To cancel your Membership online, please visit our Account Manager and then click on the Manage Membership tab. If you are cancelling on behalf of your child, visit our Account Manager, log in with your Parent Account ID and its associated password, and then click on the Cancel Membership link at the bottom of the page. For this, you will log in using the Parent Account ID that was required in order to make the initial purchase.

''By Email

''To cancel your Membership via e-mail, you can contact our Billing Team by selecting "Ask a Question" from the Contact Us page under "Help," or by sending an email directly to [email protected]. We will do our best to reply to your message within 48 hours. Helpful information to provide in your message includes:

''-Your Pixie Hollow Account ID.

''-The full name of the credit card holder being billed.

''-The e-mail address and mailing address entered at the time of your purchase.

''By Phone

''If you would prefer to cancel your Membership by phone, you are welcome to contact us (toll free in North America) at: 1-877-78 PIXIE (1-877-787-4943) to speak with a Customer Support Representative. We are available Monday through Friday from 7:30 AM - 5 PM and Saturday and Sunday from 8 AM - 4 PM. Please note that all office hours are Pacific Time.

''When your Membership has been cancelled, confirmation will be e-mailed to the address used when you created your account. If you do not receive this e-mail confirming your cancellation, please let us know and we'll be happy to ensure that your Membership has been cancelled successfully.

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, 7:30 AM to 5 PM and Saturday and Sunday from 8 AM to 4 PM, all Pacific Time.

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.

My Fairies

What if I want to transfer my Fairy to a different account?

''Pixie Hollow is no longer performing Fairy transfers. We apologize if this is any inconvenience.

Why can I only create one Fairy?

''As of November 10, 2011, all new Pixie Hollow accounts will only have one space to create a Fairy or Sparrow Man. All accounts that have Fairies or Sparrow Men created before this date will keep all of the Fairies they have already created. Free player accounts that have Fairies already created on them will not be able to create any additional Fairies on that account.

Do all Members get to create three Fairies?

''On log-in, only Member accounts with a Fairy created before November 10 will have space to create up to three Fairies. Moving forward, all new Members without a Fairy created prior to November 10 will only be able to create one Fairy or Sparrow Man per account.

Why did Pixie Hollow take away the ability to create three Fairies per account?

''This new policy was made in an effort to streamline our Disney Account creation process and to open up possibilities for exciting upcoming features. We're hoping you find certain things easier as a result of this change, like finding friends in Pixie Hollow and managing your Fairy account. If you wish to create an additional Fairy or Sparrow Man, simply create a new account.

Why can’t I delete my Fairy?

''Pixie Hollow no longer offers the option to delete your Fairies. Again, this is in order to allow for exciting upcoming features. If you would like to create another Fairy, you can do so by creating another account.

How do I create another Fairy? I don’t want to play with this one anymore.

''If you'd like to bring a new arrival into Pixie Hollow, you'll have to create a new account. Please note that if you a free player who has never had a membership and you don't log into your current account for 180 days, your fairy will be automatically deleted in order to make room for new arrivals.

What if I want to restore a Fairy that I’ve already deleted?

''Pixie Hollow is no longer restoring deleted Fairies. We apologize if this is any inconvenience.

Membership Cards or Passes

What are Membership Cards and Bonus Gifts?

''A Membership Card is a special card that is available for purchase and can be redeemed for one month of Membership on Pixie Hollow.

''A Bonus Gift is a special offer included with select Disney DVDs. A Bonus Gift gives Guests either one free month or three free months of Membership to Pixie Hollow.

Where can I get a Membership Card?

''Membership Cards are sold at Target and Toys "R" Us stores in the USA only. Availability may vary by store location, and we recommend contacting your local Target or Toys "R" Us store to see if these Membership Cards are in stock.

How do I redeem my Membership Card?

''Please visit the Pixie Hollow membership card redemption page to redeem your Membership Card.

How can I get help with my Membership Card if it's not working?

''If you need help with redeeming your Membership Card, please contact us at 877-78-PIXIE (877-787-4943) between the hours of 7:30 AM and 5 PM Monday through Friday and 8 AM to 4 PM on Saturday and Sunday, all Pacific Time.

Can I use more than one Membership Card?

''Yes. You may use more than one Membership Card per account; however, you must visit the card redemption page and enter each card number separately. For Membership Cards, the 31 days of Membership can be used to add days to an existing account.

Can I use a Membership Card on my paid account?

''Yes. You may use Membership Card on paid accounts, however, there are no additional benefits of Membership Card Membership that paid Members do not already enjoy.

Can I redeem Membership cards if I am not in the USA?

''Yes! Currently, they are available at Target and Toys "R" US in the USA only; but Membership Cards can be redeemed for any account.

Membership

'''I’m already an Annual (12-Month) Member – Does the allowance increase count for the allowances I’ve received in the past?

''Effective June 27, 2012, Pixie Hollow increased the Annual Membership monthly allowance from 25 Pixie Diamonds to 100 Pixie Diamonds. From that date on, all new and currently existing Annual Members will receive this increased allowance amount. This change does not apply to any allowance installments that you received prior to the date of the increase.

'''I just upgraded my Membership from Monthly or Semi-Annual to Annual – When will I get the new allowance amount?

''Any remaining time from your previous subscription type has been added to your new Annual Membership. You will start receiving the new Pixie Diamond allowance amount when your previous subscription type runs out. Members receive their allowances every 30 days. If you have questions about the specific details of your Membership, including the date of your next allowance, please contact our dedicated Customer Support team here.

'''I’m a Member -- when will I get my Pixie Diamond allowance?

''Existing Members will receive their allowance every 30 days from the Pixie Diamonds release date (January 23, 2012). New Members will receive their first allowance on the day they purchase a Membership, and then every 30 days from that day.

'''How many Pixie Diamonds do I get with my Member allowance?

''Currently, these are the different allowance amounts depending on the Membership Plan:

|''Weekly: |''30 Diamonds a week |- |''Monthly: |''50 Diamonds a month |- |''Semi-Annual: |''120 Diamonds a month |- |''Annual: |''240 Diamonds a month |}

What is a Pixie Hollow Membership?

''Pixie Hollow is free to play, but buying a Pixie Hollow membership allows you to do more things like shopping, personal crafting, going on quests, adventuring, taking care of an Animal Friend, and playing special Members-only games. To purchase a Pixie Hollow Membership, visit the Purchase Options Page.

What payment methods do you accept?

''Pixie Hollow accepts US and international credit card payments in US dollars for Visa, Mastercard, American Express, Discover, and the Disney Rewards® Visa® Card. We also accept PayPal payments from US-based accounts only. If there is a payment method you would like to suggest, 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 your credit card or PayPal account are not able to be charged successfully, your account will revert back to non-Member status.

''If your Membership has not been activated within 24 hours of your purchase or card redemption, please contact us at 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, 7:30 AM to 5 PM and Saturday and Sunday from 8 AM to 4 PM, all Pacific Time.

What if 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 the Pixie Hollow Member Services by calling the Pixie Hollow Customer Support line at 877-78-PIXIE (877-787-4943) - during our hours of operation: Monday through Friday, 7:30 AM to 5 PM and Saturday and Sunday from 8 AM to 4 PM, all Pacific Time.

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 the Purchase Options 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 on your next billing date 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 weekly, monthly, semi-annual or annual subscription type, it will automatically renew. However, Membership Cards and Guest 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 Purchase Options 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.

Where can I read the Pixie Hollow Membership Services Agreement?

''Please read the Pixie Hollow Membership Services Agreement.

What happens when my Membership expires?

''You can continue playing Pixie Hollow for free - however, you will lose access to Member Features, including:

''Animal Friends bought with Ingredients

''Non-Diamond clothing and furniture items in your wardrobe or storage

''Entrance to the Ballroom

''Shopping for the latest fashions with Ingredients

''Remember, only Members can personal tailor, personal bake, and personal tinker. If you choose to re-subscribe, Membership features and items added to your wardrobe or storage will once again become available to you. Re-subscribe to Pixie Hollow today!

What is your refund policy?

''The Pixie Hollow Membership refund policy differs depending upon your subscription type.

''Weekly members will receive a full refund if notice of cancellation is received within the first 48 hours of the initial billing

''Monthly members will receive a full refund if notice of cancellation is received within the first fifteen (15) days of the initial billing

''Semi-Annual and Annual members will receive a full refund if notice of cancellation is received within the first thirty (30) days of the initial billing

''Once refund is granted your access to the service will be canceled immediately, but you will still obligated to pay any other non-membership charges incurred.

''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 are Member Pins and how do I earn them?

''When you become a Member, a wooden Member Pin will be added to your profile in Pixie Hollow. For every 3 months that you continue your Membership, your Member Pin will change, first to copper, then to silver, then to gold! Once you’ve earned the gold Member Pin, a new gem will be added to it for every three months that you remain a Member.

Facebook Connect

What is Facebook Connect?

''Facebook Connect allows you to link up your eligible Pixie Hollow account with your Facebook account, so you can post all kinds of flitterific things to Facebook from inside the online world! Anywhere you see a Facebook symbol inside of Pixie Hollow, just click it to post that content directly to Facebook. You can share your Fairy, favorite outfits, earned badges, and more!

How do I connect my Pixie Hollow account to Facebook?

''Look for the “Connect with Facebook” button at the bottom of your screen inside the Pixie Hollow world, and click it to connect. You can also connect inside your Leaf Journal on the Options tab, by clicking the “Enable” button under Facebook Connect.

How do I turn off Facebook Connect in Pixie Hollow?

''To turn off Facebook Connect at any time, open your Leaf Journal inside the Pixie Hollow world, and locate the Options tab. Once on that page, select “Disable” under Facebook Connect. You can also turn off your Facebook prompts on the Options tab by toggling “off” under Facebook Connect.

Why can’t I see Facebook Connect in Pixie Hollow?

''Only eligible accounts will be presented with the option to connect to Facebook.

Hints and Tips

Where can I get hints and tips for playing in Pixie Hollow?

''While you are playing the game, you can find useful hints and tips by clicking on the "?" next to the Help button at the bottom of the screen.

What is a Leaf Journal and how can I get one?

''Every Fairy and Sparrow Man in Pixie Hollow gets a Leaf Journal in the world of Pixie Hollow -- a special book that holds precious information and possessions. When you play, there is a brown 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 edit your profile and see your 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 or Sparrow Man is doing.

How do I know where to find certain ingredients?

''There are ingredients to gather all over the Hollow, but sometimes certain ingredients are found in very specific places. If you need help you can download our Ingredient Guide and find out more.

How can I decode a message in Leaf Lettering?

''If you see a message written in Leaf Lettering, the hidden language of the Never Fairies, you can use our Leaf Lettering Decoder to translate it.

Technical Support

What should I do if I find a problem in Pixie Hollow?

''Tell us about it! Contact Us and describe the problem you found. Click the "Submit" button to send it our way. If you need immediate help with the problem you are having, please call our support department by phone to talk to one of our flitterific support team at 877-78-PIXIE (877-787-4943) between the hours of 7:30 a.m. and 5 p.m. Monday through Friday and Saturday and Sunday from 8 a.m. to 4 p.m. Please note that all times are Pacific Time.

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

''PC

''- Windows 200, XP, Vista, 7

''- Adobe Flash 10 and higher

''- P4 2GHz or faster processor

''- 512 MB RAM

''- 350 Kb/s or faster Internet Connection

''Mac

''- OS 10 4.6 (Tiger)

''- Adobe Flash 10 and higher

''- Intel processor

''- 512 MB RAM

''- 350 Kb/s or faster Internet Connection

Can I play on an Apple computer?

''Of course! You can play Pixie Hollow on the Mac. However, it is not available on the iPad and iPhone devices.

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 do I do if the game keeps quitting on me?

''This could be a problem with the servers we use to run the game. Pixie Hollow requires regular maintenance and updates. We try to schedule these when the fewest Fairies are online - usually late at night or on the weekends. Fairies that are online will always be notified of these short but necessary shutdowns. 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 any problems quick as a flit. Please check back again to play. Thank you for your patience!

Why does the game feel slow on my computer?

''If you are still experiencing issues, Contact Us and describe the problem you found. Click the "Submit" button to send it our way. If you need immediate help with the problem you are having, please call our support department by phone to talk to one of our flitterific support team at 877-78-PIXIE (877-787-4943) between the hours of 7:30 a.m. and 5 p.m. Monday through Friday and Saturday and Sunday from 8 a.m. to 4 p.m. Please note that all times are Pacific Time.

How do I take a screenshot?

''To take a screenshot of your Fairy home on a PC, hold both the Alt and the "Print Screen" buttons down at the same time. Then open Paint and press your Ctrl key and the "V" key at the same time to see your image. Save the image to your computer and follow the upload instructions on the submission page.

''If you're on a Mac, you can hold down Command, Shift, and the number 4 keys at the same time and you will see your cursor change into a crosshair. Hold your mouse in the top left corner of the area you want to capture then click and drag to create a box around it. Let go of your mouse to save the picture automatically to your desktop.

''To get a complete printout of the larger Fairy Home: Open Storage and select the ""Print Room"" button at the bottom right of the screen.

General

What can my Fairy do in Pixie Hollow?

''There are tons of things to do! Take flight to meet and chat with friends, play games, go on quests for Tinker Bell and her friends, practice tailoring Fairy fashions, and attend flitterific events. With a Pixie Hollow Membership players can do even more, like adopt an animal friend to take care of, shop for the latest Fairy fashions and accessories, and gain UNLIMITED access to the latest games and events. If you don’t already have your own pixie – create your own Fairy and fly into the online world of Pixie Hollow today!

Is Pixie Hollow free?

''It’s free to create and customize a Fairy or Sparrow Man so you can fly into Pixie Hollow to meet friends, chat, play games, and earn select badges. Becoming a paid Member gives your Fairy access to more Pixie Hollow features, including: getting a bigger home, shopping, changing your hairstyle, adopting an Animal Friend, earning more and higher Talent Level points, going on quests for Tinker Bell and her friends, going on adventures in the Wilderness, throwing parties, and much, much more. To purchase a Pixie Hollow Membership, visit the Purchase Options Page.

Can I change my D-name?

''After Disney approves your D-name it cannot be changed. Your D-Name is a unique name associated with your account to protect your personal identity. When you are signed in, your D-name also helps your friends find you no matter which Fairy you are playing in Pixie Hollow, as well as in other Disney.com games.

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 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 go to Account ID or Password and follow the instructions on the page.

How do I submit my art, poem, Fairy tale, or question for Tabby?

''You can submit your original art, poem, Fairy tale, or question for Tabby and select the type of content you'd like to submit from the drop-down menu at the top of the page. You must be logged in as your Fairy to submit your content. Tabby and the Never Council receive thousands of flitterific poems, Fairy tales, art pieces, and questions every day, so if yours is not selected one week, be sure to come back and keep trying!

What if I cannot find an answer to my question on this FAQ page?

''If you didn't find your question in our FAQs, Contact Us - we're happy to help!

How can I continue my Fairy fun on the mainland?

''You can visit Kit in Havendish Square to get mainland quests!

''Also, with Pixie Hollow Printables, you’ll never run out of pixie dust! You can put on plays and create your very own Fairy Tale Theater in your living room, plan a Pixie Hollow Tea Party, create flitterific cards for your pixie pals, and even make invitations for your friends to fly with you in the Hollow! Discover all the pixie-licious possibilities!

Why aren't my Clickables™ toys working?

''PixieHollow.com no longer supports Clickables™ products. Please contact Member Services with any questions.

Secret Codes or Pixie Passes

Where do I go to redeem a Secret Code?

''To redeem a Secret Code on your account visit our Secret Codes page. You must have an Account ID, you must have at least one Fairy and you must be logged in to redeem codes.

What are Secret Codes?

''Secret Codes and Pixie Passes, found in select Disney Fairies products, can be used to unlock special gifts in the online world of Pixie Hollow.

Where can I find Secret Codes?

''Look for Secret Codes and Pixie Passes in select Disney Fairies products sold in retail stores in the USA.

Why is there a problem using my Secret Code?

''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 and make sure that your Fairy doesn't already have that item. If you still have trouble, Contact Us.

Pixie Diamonds

Are Pixie Diamond payments recurring?

''No. Each Pixie Diamond transaction is a one-time purchase.

Does my Pixie Diamond total apply to all of the Fairies on my account?

''Yes. If you have multiple Fairies on your account, they will all share the same Pixie Diamonds.

What are Pixie Diamonds?

''Pixie Diamonds are a new way to get clothes, Animal Friends, Fairy Home decorations, dye clothes, throw parties or even send Gift Sets and Postcards to friends when you visit the Pixie Post Office. Any clothes, Animal Friends or Fairy Home decorations you get with Pixie Diamonds become Diamond Items which do not require membership to use and do not count towards your Wardrobe or Storage inventory totals!

How do I get Pixie Diamonds?

''Just for trying Pixie Hollow, all players will receive some Pixie Diamonds without purchase! To get more, just visit the Purchase Options page. Pixie Diamonds cost real money and you will need a parent’s permission before purchasing. Currently, Members of Pixie Hollow will also receive a monthly allowance of Pixie Diamonds as a bonus with their membership!

Is there a difference between Pixie Hollow Membership and being a free player with Pixie Diamonds?

''Whether you’re a Member or a free player, Pixie Diamonds will enable you to shop at any of Pixie Hollow’s numerous shops. Some features are still exclusive to Members, though, like visiting the Ballroom in Havendish Square, participating in Wilderness adventures and personal tailoring and tinkering patterns in crafting nooks.

How are Pixie Diamonds different from Ingredients?

''While Members are still able to experience all activities in Pixie Hollow and most aspects of shopping using Ingredients, any player will now be able to use Pixie Diamonds throughout shops to customize their Wardrobe or Fairy Home and to adopt an Animal Friend. The Pixie Post Office is a new shop in Neverfruit Grove where you can trade Pixie Diamonds to send gifts and postcards to friends!

If I’m a Member, do I lose the items I got with Ingredients?

''No. As long as you remain a Member of Pixie Hollow you will have access to all Wardrobe items, Storage items, Animal Friends and anything else you can get using Ingredients. If you used to be a Member and want to use items you previously got with Ingredients, you can Upgrade most items with Pixie Diamonds to use them again without membership!

History

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.

Image:Fairy Story Redone Page 1.PNG Image:Fairy Story Redone Page 2.PNG

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.

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.

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.

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 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?

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.

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 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.

'''Why weren’t the allowances for Monthly and Semi-Annual Membership increased as well?

''The Annual Membership allowance increase was added as a reward for our most loyal Members.

'''How many Pixie Diamonds do I get with my Member allowance?

''Currently, these are the different allowance amounts depending on the Membership Plan:

|''Monthly: |''12 Diamonds a month |- |''Semi-Annual: |''15 Diamonds a month |- |''Annual: |''100 Diamonds a month |}

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 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.

Pixie Diamonds

How many Pixie Diamonds do I get with my Member allowance?

''Currently, these are the different allowance amounts depending on the Membership Plan:

|''Monthly: |''12 Diamonds a month |- |''Semi-Annual: |''15 Diamonds a month |- |''Annual: |''25 Diamonds a month |}

How did I get all these Diamonds?

''On top of your initial 7 Diamonds and Member’s monthly allowance you can earn additional Pixie Diamonds when you unlock new Talent Levels! When you reach certain talent levels you are granted different amounts of Pixie Diamonds depending on the level. If you have previously unlocked levels with your Fairy you were granted all the Diamonds you would have earned up to your current level!

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?

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!

Referenced by 3 pages pages that link to “Pixie Hollow FAQs” — its place in the wiki