FAQ
Orders
1) What are your delivery hours for website orders?
As of May 6, 2015, Cardhoarder is available for website deliveries 24/7. The only time that Cardhoarder will not be online is when MTGO is offline for both planned and unplanned maintenance.
2) If I need assistance, what is the best way to contact support?
We offer 24/7 live support through our website. In the bottom right hand corner of each of our site’s pages there is an image of a black circle containing a chat box that you can select to open a chat session with a Support Agent.
3) Why am I required to have a verified PayPal account?
This requirement offers us the most protection as a seller as we are working in the digital object realm. Keep in mind if you have just verified your PayPal account it can take 24-48 hours for those changes to take effect.
4) WOTC has disabled my ability to trade, what can I do to fix this?
This is typically a security measure on WOTC’s part. Most times after making a purchase in the MTGO store they will need to verify your payment details. Reach out to them via their live chat or by creating a support ticket and they will get to it as soon as possible.
5) I just placed an order through your website, what is the next step?
The majority of orders will go through our Automated Delivery System where you simply need to give the bot a few minutes to stock your order and wait for it’s message in MTGO. Below we have provided some tips or common issues that might prevent you from completing this process.
1. You have not yet purchased the account upgrade in MTGO. Without completing this $4.99 upgrade you will be unable to chat and trade on MTGO, both of which are required to be able to use our service.
2. Your settings in MTGO need to be optimized for communication and notifications. To verify yours, press the gear icon in the top right corner of MTGO. Then select the Buddies, Clan, and Chat tab. Once there the boxes checked under Availability and Notifications should match the image below.
3. To add all items you purchase at once. First, make sure your trade is in “Card View.” Then single click any card, followed by Control+A (all cards should be highlighted). You can then click and drag all items into the lower left box.
4. For orders that have either Event Tickets, Boosters, Treasure Chests etc., you will have to switch over to the Other Products tab in the upper left hand corner of the trade.
5. There are times when we have a bot update or experience server issues that will disrupt our ability to deliver orders. Typically we will have a banner at the top of our website’s pages or a notification on our Twitter feed with further detail of the situation and an estimated time frame until it will be resolved.
6) Do you have bots that I can trade with without placing an order through your website?
Yes, if you search #cardhoarder in the trade area all of our available bots will be listed. You can also view our bots here on our website.
7) Can I pay for my order using a foreign (non-US) currency?
Yes! Currently we accept six foreign currencies: Euro, Canadian Dollars, Australian Dollars, British Pound Sterling, Brazilian Real, and Japanese Yen. When you are browsing the site, you can select the currency you'd like to pay in. The cart subtotals will show in both TIX and your selected currency. When you are ready to finalize your order, simply select that currency option via Paypal and proceed as normal.
8) I want to pay using a foreign currency you are not currently accepting.
Please let us know of your desire to use a foreign currency we are not currently accepting. If we get enough requests to add that currency, we will consider adding it to our list of accepted currencies.
Event Tickets
1) Will you purchase my Event Tickets?
Yes, you can submit your request to sell Event Tickets here. That link will display the price we are currently paying for Event Tickets. After submitting your request our agents will begin their review and contact you by email with how to proceed.
2) Are there fees when I am paid via PayPal?
Yes, typically PayPal charges between 3-4%. Unfortunately, we cannot send payment as a PayPal Gift/Friends & Family payment because we have a business class PayPal account. We are happy to offer no fee (e.g., company check, ACH transfer) or low fee (wire transfer) options for you.
3) Why do you ask for a source when I request to sell my Event Tickets?
We only purchase Event Tickets that come from a verifiable source. As a digital asset/currency, MTGO has frequently been used for nefarious purposes; we have security measures in place to ensure we do not facilitate these transactions, and thus do our part to ensure your collection and digital assets are not sold without your authorization.
Collections
1) I want to sell you my collection. How much will you offer for it?
We have a Collection Appraisal Tool that approximates how much we would pay for your collection. You can submit your collection via this tool to get a firm quote on your collection.
2) How can I maximize my return for my collection?
One of the most asked questions here to us has to be this. We have created a comprehensive guide to address this question specifically.
3) How do you make an export of your MTGO collection?
Making an export is really a simple process.
Under the Collection tab, right click on "Full Trade List" and select "Export".
Change the file type to DEK format.
Save the file.
You have successfully created an export of your MTGO collection.
4) Can you only pay me using PayPal?
PayPal is the typical method of payment we use to buy collections. Because we are a business class PayPal user, we are unable to pay for your collection using PayPal gift. However, we are willing and able to find suitable alternative payment methods that will work for you. The most common of these methods are domestic (US, ACH) or international (non-US, wire) -bank transfers, you will typically see the funds in your account in 1-2 business days. ). We also currently offer company checks for US customers as another free option; please note that we do not offer company checks as a payment option for those outside the US.
Bot Credit
1) When are the Bot Credits I purchased added to my account?
Although this is a manual process by our agents, They are notified by our system when Bot Credit needs to be added to an account. Those credits will typically be applied in 3-5 minutes, except during unusual circumstances.
2) Where can I view my Bot Credit Balance?
You can view your Bot Credit balance at each of our bots located in the trade area or at our website here. Be sure to “Refresh Bot Credit Balance” below the balance listed to make sure you have the updated amount.
3) How can I use my Bot Credit?
Your Credit can be used with any of our bots in the trade area. They will display your available Credit in the chat box along the right hand side of the trade. For website orders, use Event Tickets as your payment method and our bots will use any available Bot Credit first. You can also make payments for your loan account with Bot Credit.
Loan Program
1) How can I apply for your Loan Program?
You can apply for the Loan Program here. Typically to be approved you will need to verify original ownership of your MTGO account, show some history in the MtG community and provide verification items about yourself.
2) What if I’m unsure if the Loan Program is for me?
We offer a Free Loan Program you can apply for here. This program provides you with a loan account with a limit of 5 TIX. You can use this balance to rent up to 5 Tickets worth of items to get a feel of how the loan program works.
3) What are the payment options for the Loan Program?
We offer Credit/Debit Card, Event Tickets and Bot Credit as payment options for the Loan Program.
4) Is my payment based on my limit or the cards I am currently borrowing?
The payment is determined by your overall limit as you can use that limit to rent and return cards as often as you wish.
5) When I complete my payments will I own the cards?
We currently don’t have a rent-to-own program. We essentially provide a credit line that you can use to rent and return as often as you like.
6) I chose Event Tickets as my payment method and received my first invoice. How do I make that payment?
To make a loan payment via event tickets, visit your Loan Program Dashboard, and press the Green Button for a payment pickup.
7) Why am I still being charged even though I returned all of my loans?
Account requests/changes can all be done from your loan dashboard. It is your responsibility to request any changes if you want billing to change or cease.
8) Can I use multiple usernames with my loan account?
Unfortunately, you can only have one active username with your loan account and you can only change that name once.
9) I accidentally sold cards that I had on loan. How can I fix this?
Reach out to support immediately. We may not be able to reverse the transaction but can explore ways that you can get the items back at a discounted rate.
Partnership Opportunities
1) I run a website and would like to partner up with Cardhoarder.
Great! We would love to explore partnerships with any relevant Magic: The Gathering / Magic: The Gathering Online website out there. Please feel free to email us your opportunity and lets see what the future holds!
2) I run a PRE and want Cardhoarder to sponsor us.
See answer FAQ: Partnership Opportunities: 1.
3) I have a business idea for Cardhoarder. Are you interested?
See answer FAQ: Partnership Opportunities: 1.
4) I run a Twitch stream and want to know if you would be interested in sponsoring me and my stream.
See answer FAQ: Partnership Opportunities: 1.