Frequently Asked Questions

General

Does Rustafied have a Discord?

Yes! Rustafied does have a Discord where you can find wipe times, map voting, server information, and more. Please feel free to join us on Discord - discord.gg/rustafied

How can I join the Rustafied team?

All positions at Rustafied are volunteer. If you would like to apply to join our team, you can submit an application for the next round of on-boarding here - www.rustafied.com/apply

How can I get help?

For ban appeals and VIP support, you can support a support ticket here - www.rustafied.com/support

To submit players reports, you can do so by going to https://my.rustafied.com or by typing /report either in-game or in our Discord.

How do I contact Bugs?

Bugs has assembled a team to handle most of the issues that you may come across and can be resolved by submitted a support ticket here - www.rustafied.com/support

You can also find Bugs in our Discord though note that his DMs are closed.

VIP

Can I transfer my VIP slot to a different server/player?

We do not offer transfers. If you would like access to a different Rustafied server, you can purchase VIP for that specific server. If you would like access to all the servers within a specific region, we recommend you look into the region passes.

If you are interested in purchasing VIP for another player, you may do so by entering their Steam ID 64 at checkout.

I entered my SteamID incorrectly, help!

If you know you entered your Steam ID incorrectly, please submit a support ticket with your correct Steam ID 64 so we can fix this for you.

If you are unsure how to get your Steam ID 64, send us a link to your Steam profile - Login to https://steamcommunity.com/ Hover on your name in the menu (next to COMMUNITY) and click PROFILE from the drop down. Copy & paste the URL on that page to the support ticket.

When will VIP be restocked?

VIP becomes available as players cancel or no longer renew their existing subscriptions. We do not have a notification system for when it comes back in stock. Come back from time to time and refresh the store page as we update our stocks frequently.

Our Regional VIP (US/Euro/AU/SEA Pass) works across all servers in their respective region and Platinum works on all servers even if specific servers are sold out.

Can you increase the VIP slots on the server?

We appreciate the interest in VIP, however, VIP slots are limited to ensure a healthy balance of players and the server performance is not degraded.

Can I get a refund?

Due to VIP being a digital service, we do not offer refunds and you can cancel your subscription at any time. You must cancel your subscription before it renews for a subsequent month in order to avoid being charged for the next month's subscription fee. If you have issues with your VIP or need assistance with canceling, please submit a support ticket here - www.rustafied.com/support

Is VIP a monthly subscription?

VIP is a monthly subscription which can be canceled at any time. If you purchase VIP, you can cancel immediately afterwards so you will not be billed for the next month. You will still retain VIP for the month you paid for. You would simply not be billed the next month.

How do I cancel my renewals?

You can cancel renewals for your VIP at any time by following the instructions listed below. You can also send a support ticket from the account you made your VIP purchase with and we can cancel it for you.

• Step 1: Go to Manage Purchases and click "Manage" to the right of the VIP slot you wish to cancel renewals for. If you used a Credit Card to purchase your VIP you may now skip to Step 5. If you purchased VIP with PayPal continue on to Step 2.

• Step 2: Click on your Subscription on the bottom left.

• Step 3: Click "Cancel" on your PayPal subscription on the top right. The page will now take a moment to refresh itself.

• Step 4: Once the page refreshes you'll see an "x" next to your subscription on the top left. If there is now an "x" click "View" on the right.

• Step 5: Click "Cancel Renewals" on the left.

You’ll have access to your VIP until the end of your billing cycle. Once your VIP expires, you will no longer be able to resume your subscription if you change your mind. If you would like VIP again, you’ll need to make a new purchase.

That should do it! If you need further help please submit a support ticket at www.rustafied.com/support

I’ve sent in an email to cancel my subscription. Why is it not cancelled?

An email or phone request to cancel your account is not considered cancelation. You can cancel your account at any time by following the instructions above or by submitting a support ticket request from the account that you used to purchase VIP with.

Can I make a one-time payment to skip queue?

We do not offer a one-time payment to skip queue. VIP is a monthly subscription which can be cancelled at any time. If you purchase VIP, you can cancel immediately afterwards so you will not be billed for the next month. You will still retain VIP for the month you paid for. You would simply not be billed the next month.

I would like to reactivate an expired VIP slot.

If your VIP has expired, you will no longer be able to reactivate the VIP slot. You will need to purchase a new VIP slot. If slots are currently sold out for that VIP, you will need to wait till it comes back in stock.

I bought VIP and it isn’t working.

If you are currently in queue, you will need to exit the server queue and rejoin. Also please confirm that you are connecting to the correct server/region that you purchased for (does not apply to Platinum VIP).

If you’ve confirmed the above, chances are the Steam ID 64 was entered incorrectly during checkout. Please submit a ticket so our Support Team can resolve your issue as quickly as possible - www.rustafied.com/support

How do I activate my VIP?

Your VIP will automatically be active after purchasing. If you are currently in queue, you will need to exit the server queue and rejoin. If this doesn't work, wait one minute before retrying. If you are still unable to skip the queue, please submit a support ticket - www.rustafied.com/support

I was banned and have VIP. Can I get a refund?

As per our Terms & Conditions, VIP is non-refundable. VIP does not exempt you from our server rules so please make sure to follow them to ensure you do not get banned from our servers - www.rustafied.com/rules

My payment for VIP didn’t go through.

Sometimes a payment takes time to process. If it has been over 10 minutes since you’ve paid for VIP, please submit a support ticket - www.rustafied.com/support

Payments can be delayed for all manner of reasons (for example, PayPal holding the funds) and are typically outside of Rustafied's control.

My transaction was flagged, what does that mean?

Occasionally our payment processors will flag certain transactions to verify that it is not fraudulent. We will need you to provide us with further information to complete the transaction. If this is the case, you will receive an email from us asking for further documentation. 

If you are unable to provide us with the documentation within 24 hours, your transaction will be cancelled and the funds will be released. You will see the funds back to your account within 3-5 business days. 

Note that if you reattempt payment, it will continue to flag your transactions until the required documentation is provided.

If you need additional assistance or have any questions, please submit a support ticket - www.rustafied.com/support

How do I purchase a gift card?

We do not offer gift cards for purchase within our store. If you are interested in purchasing VIP for another player, you may do so by entering their Steam ID 64 at checkout.

How do I use my account credit to purchase VIP?

On Step 2 of the Checkout page, there will be an option to select Account Credit as a payment method.

Account credits do not expire. You can view your account credit here.

I need assistance with VIP / My VIP question isn’t answered here.

The quickest way to receive support for VIP is by submitting a support ticket here - www.rustafied.com/support 

We do not frequently monitor emails so if you do submit an email inquiry, you will most likely receive an automatic response to submit a support ticket from the account that you had purchased VIP from.

Moderation

How do I report a player?

If you suspect someone is cheating/hacking, please submit a player report along with any evidence you may have collected at our reporting website https://my.rustafied.com

You can also submit reports by typing /report either in-game or via our Discord.

Why haven’t you banned the hacker yet?

It can take time to find enough evidence to ban a hacker. Our moderation team works as quickly as possible with the tools that they have to remove hackers as soon as possible. 

If you haven’t already, please submit a report our reporting website https://my.rustafied.com so that our moderators can look into it.

Can I get a status update on a player I reported?

You will get a notice if action is taken on a report you submitted. You can also see the status of reports on our reporting website https://my.rustafied.com.

Why haven't you banned the hackers' friends?

We need conclusive evidence to support all bans and this is the case with hacker associations as well. Once we have the supporting evidence, then we will issue an association ban.

Does Rustafied allow VAC banned players to play on the servers?

VAC banned players are allowed to play on Rustafied servers provided that the ban(s) in question are over 180 days old.

I lost my loot because of [hacker/server restart/crash], can I get it back?

It sucks to lose your loot and we understand your frustration. However, we do not interfere with gameplay and cannot return your loot.

Can I swap teammates on Trio because my team mate [disappeared/quit/is a shitty player]?

We currently allow teams on our Trio servers to replace one member within their group per wipe, the removed member must not be allowed to return during the course of that wipe. Of course we also suggest you don't base near or purposely interact with your old team members again for the remainder of the wipe.

To make sure you have a good team for that wipe, we would highly suggest you vet your teammates and are confident they will stick around for the long haul.

Why don’t you ban for stream sniping?

Streamers take the inherent risk of broadcasting their location and activity on Rust. That being said, we do police toxic behavior. When you think a player's actions constitute as toxic behavior, please report it over on our reporting website https://my.rustafied.com so that our moderators can investigate.

Can a moderator fix this bug/game exploit?

Note that we are not the game developers. Rust is a game with flaws and glitches, and it is also being updated/patched frequently by the developers. Any bugs that make their way into the game are usually resolved by Facepunch. 

To report a bug to the developers, press F7 while in-game and follow the instructions that pop up. Rustafied usually does not police exploits unless they cause significant issues to the servers. If this is the case, expect announcements to be made on our main site and our Discord - www.rustafied.com/discord

Why was I banned?

If you found yourself to be banned on Rustafied servers, please submit a support ticket to have your ban reviewed. Go to www.rustafied.com/support and select “Appeal A Ban” department.

Note that one of our moderators will review your ban and depending on their availability it may take anywhere up to 24-48 hours for a response.

Help! I am being kicked for using a VPN!

We have implemented a VPN/proxy service to help further improve the quality of life for our players. We understand that connecting via a VPN or proxy service is necessary for some players and so we have a whitelisting functionality.

Whitelisting can be done at our reporting website https://my.rustafied.com (bottom left after you log in)

When whitelisting multiple accounts, we'll require you to submit a ticket for manual approval.

I got muted! Help!

Certain offensive language and spam is not tolerated on our servers. Our moderators may issue a mute if required and repeated infractions can lead to a toxic behavior ban.

If you believe this is an error or that your mute should be lifted, please submit a support ticket here - www.rustafied.com/support

The hacker base is still there, why have you not removed it?

We do not interfere with the gameplay, this includes any removal of entities, doors, walls, or bases. This is part of our vanilla experience. We let you have the fun of tearing it down and taking the goodies inside.

How long does it take to get a response to my support ticket/ban appeal?

We aim to have tickets responded to within 24-48 hours. Please take into account weekends & holidays which may result in a longer response time.

Can I appeal a ban for a friend?

We do not discuss bans outside of the banned individual. Please have your friend submit their own ban appeal here - www.rustafied.com/support

I need a moderator now!

It may be tempting to spam our Discord with messages to try and get help but not all our moderators are available on Discord. They do however check and go through reports regularly on our reporting website https://my.rustafied.com.

How do I report admin abuse?

If you have an admin abuse complaint, you can send an email to rustafied@gmail.com where it will be investigated. Note that you will receive an auto-response which is setup to redirect players to the Support System. Please rest assure that your admin abuse complaint will be investigated internally.

Server

When is wipe?

We have various servers that wipe at different times. A detailed wipe schedule can be found in our Discord - www.rustafied.com/discord

When is force wipe?

The first Thursday of each month Facepunch releases a monthly Rust update. This update requires all Rust servers to undergo a 'forced' map wipe, meaning that regardless of which server you play on, all servers throughout the game will be map wiped. This update is usually released around 2pm EST and we will only wipe when the update is released for both server and client. 

If you want to know when the actual wipe happens on first Thursdays, you can watch the Rustafied Twitch stream - www.twitch.tv/rustafied & Bugs will also Tweet when the wipes happen - www.twitter.com/rustafied

When does blueprints wipe?

Blueprints for all servers (regardless of region) wipe every month, with the exception of US/EU Medium 3 and US/EU Long 3 that do not wipe blueprints unless forced by Facepunch. On such an occasion blueprints on all servers will also wipe.

Detailed wipe schedule information can be found in our Discord - www.rustafied.com/discord

Can you restart the server? It's lagging!

A server restart is not a silver bullet to server issues; instead it tends to be a placebo given there are fewer players online temporarily; only for the issues to resurface once everybody has reconnected. You can post in our Discord to notify the team that there are issues with the server you are on or alternatively you can submit a support ticket.

Our Systems team has a suite of monitoring tools at their disposal and are typically alerted ahead of time if there are any major technical issues arising on servers.

Updated Feb 21, 2024