This article covers everything you need to know about your account, account access, and verification. Learn how to change your location, username, or email address. You can also understand the possible reasons for lowered statistics, account closure, why accounts are restricted or blocked, resetting your security question, and verification.
How to change your location #
Your location is set when you register your account and is determined according to the country from where you register.
The same applies to the phone verification process. If you verify your phone from a different location, the location may change after completing the verification process.
If the location on your account appears to be incorrect, please contact Customer Support.
How to change your username #
As your username is your unique identity on Pixelaart, it cannot be changed. If you would like to use another username, you will need to close your account and create a new one.
If you would like to use the email address associated with your current account for your new account, please change this email address to a different one prior to closing the account. Once you have successfully changed the email address in your existing account first, you can then go ahead and close the account.
How to change your email address #
To change your email address:
- Click your Profile Picture > My Settings.
- Enter new email > Save.
- You will receive an email to your current email address requesting that you confirm the change.Once the change is confirmed, you will receive another email to your new email address finalizing the change.
To change your email address after you’ve completed the phone verification process, and your phone number has been verified:
- You’ll receive an email confirmation of your new email address. Click the link in the e-mail to continue.
If you don’t have access to your current email address:
Complete the phone verification process in order to receive the confirmation message to your new email. - You’ll then receive an SMS phone code to finalize the change.
- To close your account, click your Profile Picture > My Settings.
Learn more with Verifying your account using your phone.
Lowered statistics #
A common question we receive from users is “Why are my statistics dropping?”
Remember: Your statistics are calculated based on the last 60 days of activity on your account only. This means that all orders 60 days or older are not taken into consideration when evaluating your performance.
Your statistics are not static and, and are likely to fluctuate almost every day due to old orders being removed and new orders being added. If no new orders are placed, or no old orders are removed, your Order Completion Rate will reflect this.
Your Response Rate and on-time delivery rates fluctuate in the same way.
For example: If you have three Completed Orders and one Cancelled Order, this brings your Order Completion Rate to 75%.
If one of those three Completed Orders exits the 60-day limit period, then you would technically have only two Completed Orders and one Cancelled Order—according to the Order Completion Rate statistic.
This effectively means that your rating will drop to 66%, without having any new orders, simply because one order has left the 60-day window.
Closing your account #
Before you go, please be aware that by deactivating your account, you may lose all the information related to your cumulative activity on Pixelaart.
If you would like to use your existing email address for your new account, you must change the email address on your existing account first, and then close the account.
To deactivate your account:
- Click your Profile Picture > My Settings > Account deactivation > Choose your reason to deactivate > Deactivate Account.
Please note: If you have funds in your account (as a result of Completed Orders) please make sure to withdraw them prior to changing your email address.
If the funds in your account are from Canceled Orders you placed as a buyer, you may request a refund.
Blocked account #
If you find that your account is blocked, and are unsure why, this means that your account was reviewed by our Trust & Safety team, and deemed necessary to disable your account permanently.
When your account is blocked, you will not be able to log into Pixelaart.com.
If you have any funds available for withdrawal 90 days from the day your account was disabled, you will get an email with instructions explaining how to withdraw these funds.
This email will be sent automatically, and there is no need to contact Customer Support in this case. Learn more with our Terms of Service.
Restricted/disabled account #
This can occur if/when:
- Additional verification is required for your account
- Your account has been flagged for violations of Pixelaart’s Terms of Service
Activating a restricted account #
In order to activate a restricted account, please contact Customer Support.
Resetting your security question #
In order to reset your security question, please contact Customer Support.
You will need to verify your phone number and other account details.
Verifying my account #
How to change your phone number #
You don’t need to have access to the old phone registered on your account, you only need to know the number. The code is sent to the new number being registered.
If you don’t remember your old phone number or your security question, please contact Customer Support.
To change your phone number:
- Click your Profile Picture > My Settings > Under Phone Verification > Edit.
- Answer your security question > Provide your old phone number > Enter your new number.
- You’ll then receive an SMS to the new phone number to verify your account.
phone code to finalize the change.
Verifying your identity #
At Pixelaart, we do our best to keep our community safe for everyone, which is why we routinely ask sellers to verify their identity with an official government ID—we will only ask this once.
To verify your identity:
- You will need to add a photo of an official government ID (driver’s license, passport, etc.) from a list of documents available to you—depending on your country of residence.
- After uploading your ID, you’ll be asked to take a selfie.
Your selfie and ID must match and belong to you in order to complete the process.
Leave Your Comment