Search the FAQ — the answer is often already there.
Good news first: accounts are never deleted for inactivity. Your account and collection are still there, however long you have been away.
Start with the "forgot password" link, using the email address or the username of the account. If the reset email does not arrive, check your spam folder; if your provider keeps blocking our emails, consider a reliable provider.
If you no longer have access to the email linked to the account, contact us — while signed out (the recovery lane is for players locked out of their account). Prepare your proofs of ownership before writing, it saves a round-trip: the EXACT email address the account was registered with is the best one — with it we can move the account to a new address. Purchase receipts, your player ID and old usernames also help.
Note that signing in with Google, Facebook or Steam can silently create a brand-new empty account: if you arrive at level 0 with no cards, you are simply not on your real account — nothing is lost.
Signed back in after a long break and your collection looks wrong? See "My cards or Clintz disappeared".
A collection never disappears on its own, and accounts are never wiped for inactivity — however long you have been away.
First check your collection filters and your transaction history: in most cases the "missing" card was sold, or the amount was already spent.
If cards or Clintz are really gone, the account was accessed by someone else (shared or reused password, phishing) — often to sell the collection off. Change your password, enable phone verification (2FA), and contact us quickly: detailed histories are only kept for a few months, so recent incidents are much easier to investigate.
Never give your password to anyone — the staff will never ask for it. If you share it, or reuse it on another website, you do so at your own risk: stolen cards and Clintz can rarely be returned.
You can change your password and your email address yourself from your account settings. If you lost your 2FA phone, recover access yourself from the 2FA recovery page.
If our emails never reach you, check your spam folder; if it keeps happening, consider using a reliable email provider (such as Gmail).
Deleting your account is a two-step process: request the deletion from your account settings, and it becomes final after a 30-day grace period.
During those 30 days you can cancel at any time and keep your account — from the link in the confirmation email, or the banner shown on the site.
If you cannot access your account, contact us with proof of ownership.
Most answers are on the game rules and game modes pages — or try the search at the top of the support page.
A battle result that looks wrong is usually the normal resolution of abilities and bonuses (order, timing, Stop/Copy/Protect interactions…). Each character's page describes exactly how its ability works, and the game rules detail the resolution steps.
For gameplay questions the community is often the best help: ask on Discord or the forum, or reach a moderator.
Before anything else, try this checklist — it resolves most technical issues:
If PvP, The Rift, deck building or Messages appear locked or greyed out in the app, that is not a bug: they unlock as you complete the Clint City Pass at the start of the game.
Still broken after the checklist? See "Report a bug".
A surprising battle result is rarely a bug: ability and bonus resolution is complex, and usually working as intended — see "Game rules and battle results" first.
To report a real bug, give us everything needed to find it:
Pack drops, wheel and lottery outcomes, Black Market rewards and bot encounters are random with the same odds for every player. There is no hidden per-account penalty, no "luck score", and no pity system — a long streak of bad luck is just that.
Choosing a clan when opening packs only biases the odds towards that clan; it never guarantees a specific card, and rare drops stay rare for everyone.
In the slot machine and similar games, the animation is only a visual: the result recorded by the server is what counts, and it is determined before the animation plays.
Battle results are computed entirely on the server: an opponent cannot cheat the dice, see your Pillz, or alter the outcome from their side. A result that looks impossible is almost always an ability or bonus interaction — check the game rules for the cards involved.
Market sales are final — including sales to Kate. Double-check the card, the edition and the price before confirming: a mistaken sale can only be restored as an exceptional, one-time gesture per account.
A 5% fee applies to public sales, so the amount you receive is slightly lower than the listed price. Also remember that Clintz and Credits are different currencies — cards sell for Clintz.
If cards or Clintz seem missing, first check your collection filters and your transaction history: in most cases the "missing" card was sold or the amount was already spent.
For private sales and big trades, there is no escrow system: announce the terms of the deal to the moderators beforehand. A declared trade can be enforced if the other party defaults; an undeclared, off-platform deal cannot be arbitrated.
Transferring cards or Clintz between your own accounts is not allowed (one account per player), and assets on a banned account cannot be transferred out.
If you were charged but received no Credits, in most cases the bank line is a temporary pre-authorization that disappears by itself within a few days — no money was actually taken. Check the store's purchase history (App Store, Google Play) or the confirmation email and your bank statement first: a pending line with no store receipt usually means the payment never finalized.
If your bank confirms a finalized charge and the Credits never arrived, contact us with the exact date, the amount and the transaction reference (store receipt, PayPal transaction ID, bank statement line). With that we can find and credit the purchase.
PayPal e-checks can take up to a week to clear; Credits are delivered once the payment clears.
If a payment is refused, the refusal comes from your bank or the store (3-D Secure, limits, store billing settings), not from the game — try another payment method or contact your bank.
We do not make direct monetary refunds: confirmed problems are compensated in Credits. A genuine double charge for a single purchase is refunded once the duplicate is confirmed by its transaction references.
Sanctions follow a ladder: a chat/forum blacklist (temporary — it lifts automatically at its end date, it cannot be shortened), a market block, and finally an account block. The reason and duration are shown on your account.
The most common cause is the one account per player rule. People in the same household may each have their own account, as long as the accounts do not interact (no card or Clintz transfers, no arranged fights); telling the moderators in advance avoids misunderstandings. If you have duplicate accounts, the way back is simple: pick the one you keep and ask for the others to be deleted.
Some sanctions are final and cannot be appealed: buying or selling accounts, trading cards or Clintz for real money, theft, phishing, and serious harassment.
To appeal, use the support form (topic "My account, market or chat is blocked") from your own account or its email address — appeals made for someone else are not accepted. Explain the situation honestly and with as much detail as you can: sanctions are reviewed with your full history.
A sanction always follows a breach of the terms of use accepted when the account was created.
Every communication feature (chat, private messages, forum, comments…) has its own report button — use it first: it sends us the reported content in its context.
For anything a report button does not cover, contact us with the other player's username and proof (screenshots, names, dates).
The official Discord server has its own moderation team — report Discord matters (messages, invitations, roles) over there.
Thank you for your interest in working with us! Urban Rivals is made by a very small, fully remote team, and we are not currently hiring or taking interns. We keep artist portfolios in mind for future needs, but our production is covered.
For press, content-creator and partnership enquiries, use the support form ("Something else") with details about your project and audience.
The legacy public API for fansites is discontinued; a new API is planned — announcements will be made when it opens.