> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ecomelixir.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Discord access and roles

> Join the community, verify your purchase, and fix a missing customer role

Elixir support runs through Discord. Your purchase gives you access to the customer channels, which is where you open tickets and reach the support team.

[Join the Discord server](https://discord.gg/gFQgjuSjWq)

## Get verified

<Steps>
  <Step title="Join the server">
    Use the invite link above. You land in the public channels first.
  </Step>

  <Step title="Start verification">
    Open the verification channel and follow the prompt. It asks you to connect the account you purchased with.
  </Step>

  <Step title="Confirm your purchase">
    Verification matches your Elixir purchase to your Discord account.
  </Step>

  <Step title="Check your role">
    Once verified, the customer role appears on your profile and the support channels become visible.
  </Step>
</Steps>

## Why verification usually fails

Almost every failed verification comes down to an identity mismatch. You have two accounts in play, Elixir and Discord, and the purchase has to be findable from the details you give.

| Cause | How to tell | Fix |
| - | - | - |
| **Different email** | The purchase was made with another address | Find the order confirmation and use that email |
| **Different Discord account** | You are signed in to a personal account, not the one you verified with | Sign out and use the account tied to the purchase |
| **Purchase not visible** | The Elixir dashboard shows no order | The order sits under another email. See [Invoices and billing](/guides/invoices-and-billing) |
| **Verification not completed** | You joined but skipped the prompt | Return to the verification channel and complete it |

<Note>
  A valid purchase alone does not grant the role. The purchase has to be connected to the Discord account you are actually using, which is why the same person can have a working license and still see no support channels.
</Note>

## I verified but the role did not appear

1. Fully quit Discord and reopen it. Roles occasionally take a moment to propagate and the client caches your old state.
2. Check your profile in the server member list to see whether the role is present.
3. Confirm you are looking at the right server if you are in several.
4. Retry the verification step once.

If the role still does not show, post in the public support channel with your order number and the email used to purchase. Do not post your license key in a public channel.

<Warning>
  Never share your full license key, account password, or payment details in a Discord message, public or private. Staff will not ask for them.
</Warning>

## Where to ask what

| Channel type | Use it for |
| - | - |
| **Public support** | Quick questions, and anything you are happy for other customers to see |
| **Tickets** | Account, order, license, and billing issues that involve your personal details |
| **Announcements** | Release notes and new template drops |

When you open a ticket, include what you already tried. See [Before requesting support](/guides/before-requesting-support) for the details worth collecting first.


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