FAQ

Frequently asked questions

Honest answers on pricing, install, anti-cheat, features, HWID, and support — written for buyers, not search engines.

38/38

Buying & Pricing

Tiers, payments, support policy, and why we structure it the way we do.

10 questions

Installation

First-run setup, admin elevation, antivirus, and common error states.

5 questions

Anti-Cheat & Detection

Honest answers on EAC, patch days, detection events, and ban reports.

6 questions

In-Game Features

Hero coverage, menu customization, stream-safety, spectator handling.

6 questions

HWID & Account

Hardware locks, resets, multi-machine usage, recovery after a PC change.

5 questions

Support & Community

Response times, Discord, bug reports, and what we do (and don't) cover.

6 questions

Still have questions?

Talk to a human.

Discord is fastest — median first response is under 20 minutes during business hours, 5 minutes on the Lifetime priority queue. Pre-sales questions don't need a key — drop into #pre-sales and we'll answer there.

All FAQ Questions

Buying & Pricing

How do I know it won't get me banned?: Honest answer: there is no zero-risk overlay for a live anti-cheat title. What you can verify is how we behave around detection events. We publish every confirmed detection to the public status page within 1 hour of confirmation — including root cause and fix ETA — even when it's bad for sales. The median patch turnaround across the last six months is **14 minutes** from a Marvel Rivals patch going live to a signed Nimbus build available. Across that same six-month window we've logged zero wave-detection events traceable to a Nimbus signature. We also won't ship features that visibly trip post-game manual reports — aggressive defaults are the single biggest source of bans we see, and our defaults stay tuned for plausibility. Use the spectator-aware safe-mode (on by default) and don't pair Nimbus with a second cheat — NEProtect signature-matches the other cheat and bans the account regardless of which one fired. For the full breakdown see the [detection-rate FAQ entry](#anti-cheat-whats-the-detection-rate) and the live [status page](/status).
What's the refund policy?: All sales are final, but we make it right in ways that don't get the policy abused. What we do instead of refunds: - **Replacement keys** — if your key never arrived, got eaten, or fails to activate because something on our end broke, you get a new one same-day. - **Time extensions** — if we caused a real outage that ate part of your subscription, we credit the lost time on a fresh key the moment we're back up. - **Discord-first resolution** — most "it didn't work" cases are install issues we can fix in 10 minutes with a staff member, no key replacement needed. We don't process cash refunds because in our category they get abused — "buy, claim, refund, queue up to buy again" turns into a cost that gets passed to honest customers. The owner reserves the right to refund case-by-case for genuine wrongs; it's just not the published policy because it gets weaponized the moment we advertise it. Full policy: [/refund](/refund).
Can I share my key with friends?: No — keys are HWID-locked, one machine at a time. The lock is a salted one-way hash of CPU + motherboard + disk serial, so two different PCs physically cannot authenticate the same key concurrently. If your friend tries, the loader rejects with "HWID mismatch" on their end. This isn't a polite request — it's a technical limit. Key-sharing across multiple PCs also violates the EULA and is grounds for revocation without refund. If you want a second seat, the supported options are: (a) buy a second key (Day passes are $5 if it's only an occasional friend), or (b) Lifetime customers can add a concurrent slot for a one-time $40 — DM `#support` after you have Lifetime. The HWID lock is what lets us keep Day-pass pricing at $5. Without it, one key would land in a Discord server of 200 within an hour and the math stops working.
Does it work in my region?: Yes — Nimbus works globally, anywhere Marvel Rivals itself is playable. We don't region-lock keys, we don't IP-fence the loader, and we don't gate features by country. A few practical region notes: - **Payment methods** are filtered to what SellAuth supports in your country (iDEAL, SEPA, regional cards, etc.) — the checkout shows only valid options for your location. - **Cryptocurrency** (BTC, ETH, LTC, USDC, USDT) works everywhere and ships the key the instant the network confirms. - **Servers** — the loader talks to our auth API over Cloudflare, which has POPs in 300+ cities. Median auth latency under 80ms worldwide. - **Languages** — the customer site is translated into 9 languages (English, Spanish, Portuguese, French, German, Russian, Arabic, Japanese, Korean, Chinese). The in-game menu is English-only for now; localized menu strings are on the roadmap. If your country's payment processors are restricted on our payment provider, crypto is always the fallback that works.
What if I upgrade my PC?: Self-serve HWID reset. Sign in at getnimbus.net/dashboard, click your key, hit **Reset HWID**. Your next loader launch — on the new rig, or after the upgrade — registers the new fingerprint and the old one is invalidated. A 24-hour cooldown sits between resets. This is the only real defense against reset-share-reset-share key abuse: short enough for genuine PC upgrades, long enough that sharing across a Discord stops being practical. What counts as a fingerprint change: - **New motherboard or CPU** → fingerprint changes, reset required. - **New primary disk (where Windows lives)** → fingerprint changes, reset required. - **GPU swap only** → fingerprint unchanged, no reset needed. - **RAM upgrade only** → fingerprint unchanged, no reset needed. - **Clean Windows reinstall** → fingerprint usually unchanged (same hardware), but the local cache resets, so a re-auth happens automatically. If you're mid-cooldown when you swap hardware — Windows reinstall during a tournament window, motherboard RMA, etc. — DM `#support` with the order ID and we'll waive the cooldown for a legitimate upgrade.
Why a Day pass for $5? What's the catch?: There isn't one. The Day pass is a real 24-hour key with the full feature set — no locked tabs, no aim-cap, no nag screens. We price it at $5 because Marvel Rivals patches roughly twice a month, and we want first-time buyers to be able to try Nimbus during a stable build window without committing $30. About 40% of Day-pass buyers come back for Week or Month within two weeks, which is the whole point of the tier. The practical caveat: a Day pass starts the moment you first authenticate (not the moment you buy), so don't claim it the night before a patch. Wait for the new build to drop, then redeem.
Is it cheaper if I buy Lifetime upfront?: Yes — by a wide margin if you stick with the game. Lifetime is $120. If you buy Month four times in a year ($30 × 4 = $120) you've matched it, and we generally expect committed players to renew Month more often than that. The Lifetime tier also exempts you from price increases (we last raised prices in early 2026) and grants priority support routing in Discord. The honest counter-case: if you're not sure Marvel Rivals will hold your attention for more than a couple months, start with Week or Month. We don't refund Lifetime keys past the 24-hour activation window, so it's a real commitment.
What payment methods do you accept?: All purchases go through SellAuth, which gives you: **credit/debit cards** (Visa, Mastercard, Amex, Discover via Stripe), **PayPal**, **Cash App**, **Apple Pay / Google Pay**, and **cryptocurrency** (BTC, ETH, LTC, USDC, USDT — both ERC-20 and TRC-20). Crypto purchases get the key delivered the instant the network confirms (1 confirmation for BTC, 12 for ETH). We don't accept gift cards, Steam wallet balance, or wire transfers. Region-locked payment methods (iDEAL, SEPA, etc.) work if SellAuth supports them in your country — the checkout page only shows you the methods that are valid for your location.
What if my key doesn't work or I have a problem?: Open a ticket in our Discord. We handle **replacement keys** (your key never arrived, got eaten, or won't activate because something on our end broke) and **time extensions** (we caused a real outage that ate part of your subscription) there. Median first reply is 18 minutes during peak hours, under 4 hours overnight — humans, not a 24-hour email queue. We don't process refunds because in our category they get abused — "buy, claim, refund, queue up to buy again" turns into a cost that gets passed to honest customers. But if something's genuinely broken on our side, we always make it right. The owner reserves the right to refund case-by-case for genuine wrongs; it's just not the published policy because it gets weaponized the moment you advertise it. The two clear hard-outs: we don't make in-game bans whole (Marvel Rivals ban risk is disclosed in [Section 5 of the Terms](https://getnimbus.net/terms) before you pay), and we don't help anyone using a key bought from a reseller. Full policy: [/refund](/refund).
Why does my key need an HWID lock?: Without an HWID lock, one $5 Day pass could be shared across a Discord server of 200 people and we'd be out of business by Friday. The lock is what lets us price below the public competition — sharing is physically impossible, so we don't have to price assuming it. The lock is a one-way hash of CPU + motherboard + disk serial, salted per-build. We can't reverse it to identify your PC. You can reset to a new machine yourself from the dashboard once every 24 hours (genuine emergencies — DM staff, we'll shorten it).

Installation

How do I install Nimbus?: Three steps: **1.** After purchase, sign into the dashboard at getnimbus.net/dashboard with the email tied to your order. Click **Download Loader** — you'll get a small (~3 MB) signed Windows executable. **2.** Extract the zip anywhere (Desktop is fine, OneDrive is **not** — sync conflicts break the loader's self-update). Right-click the loader and pick **Run as administrator**. The first launch will prompt you to paste your key and bind your HWID. **3.** Launch Marvel Rivals **after** the loader says "Ready — waiting for Marvel-Win64-Shipping.exe." The loader injects on the game's title screen, well before any match starts. You'll see the in-game menu by pressing the **Insert** key. If step 3 hangs, see the "Payload DLL not found" entry below.
Why does it need admin privileges?: To inject a DLL into the Marvel Rivals process, the loader has to call `OpenProcess`, `VirtualAllocEx`, and `CreateRemoteThread` against another process — these cross the user/system boundary on Windows and require elevation. This is the **same** elevation requirement as Steam Overlay, Discord overlay, OBS Game Capture, and MSI Afterburner's RivaTuner OSD. We can't work around it without shipping a kernel driver, which we deliberately do not do. The loader doesn't keep elevation after injection — once the DLL is in the game, both processes drop back to standard user privileges.
Will antivirus flag it?: Windows Defender and a handful of third-party AVs (Malwarebytes, Bitdefender, Avast) will heuristically flag the loader. This isn't because we're shipping malware — it's because **any** unsigned (or newly-signed) binary that calls `CreateRemoteThread` on a foreign process trips the same heuristic that flags real malware. The same flag fires on Cheat Engine, ReShade, and most modding tools. Our recommended fix: add an exclusion on **just** the Nimbus folder and **just** the loader executable. Don't disable Defender wholesale — you lose protection from everything else. The dashboard has step-by-step screenshots for Defender, Bitdefender, and Malwarebytes. We rotate code-signing certificates roughly every quarter to reduce flag rate on fresh installs.
Does it work with EAC?: Marvel Rivals ships with Easy Anti-Cheat (EAC) plus NetEase's in-house NEProtect driver. Yes, Nimbus works with both enabled — that's the entire point. The loader injects before EAC's user-mode integrity sweep completes, and we hide our payload from the module enumeration that NEProtect uses to scan for foreign DLLs. Do **not** try to disable EAC. Tools that disable EAC (the public "DisableEAC.exe" floating around) are detected on first launch and will get you banned within minutes. We don't ship those, and we recommend against using them with Nimbus.
I get "Payload DLL not found" — what do I do?: This is the most common first-run issue. It means the loader couldn't write its payload DLL to the staging path. Three fixes, in order of likelihood: **1. Defender quarantined the payload.** Open Defender's Protection History — if you see a `libogg_64.dll` removal, click **Allow** and re-launch. Then add the Nimbus folder to your exclusions so it doesn't happen again. **2. You're running Nimbus from OneDrive, Dropbox, or a synced folder.** Move the Nimbus folder to `C:\Nimbus\` and try again. Sync clients hold file locks that prevent the loader from rewriting the payload during self-update. **3. You launched the loader without admin.** Close it, right-click, **Run as administrator**. If none of those fix it, ticket us in Discord with the loader log — it's at `%LOCALAPPDATA%\Nimbus\loader.log` and includes the exact path that failed.

Anti-Cheat & Detection

How fast do you patch after MR updates?: Median **14 minutes** from a Marvel Rivals patch going live to a signed, downloadable Nimbus build. 90th-percentile under 45 minutes. We track and publish this number on the status page going back to launch. The pipeline is fully automated: **1.** Resolver notices the new game build hash within 60 seconds of the patch going live. **2.** It scans the new game binary for UE offset signatures, regenerates the SDK against the updated symbol layout, and rebuilds the payload. **3.** Integration test pack runs against a private dev account on the new build. **4.** Build gets signed and the release flag flips green. The only manual step is a final human review of the build notes. Everything else is end-to-end automated, which is the whole reason we hit minutes-not-hours. Most of the public competition does this manually and ships a fix 6-24 hours after a patch; some go dark for entire weekends. Your existing loader auto-updates on next launch. If you try to launch an old loader against a new game build, it refuses with "Waiting for compatible build" — you can't accidentally inject into a detected state.
Is it detected?: Nimbus is undetected at the time of writing. We've never had a customer banned for using Nimbus on a build that matched the live game version, and we publish detection events publicly on our status page within 1 hour of confirmation. **The honest numbers:** - **0 detections logged** in the past 90 days on a current Nimbus build. - **Median patch turnaround: 12 minutes** from a Marvel Rivals patch going live to a signed Nimbus build available for download. 90th-percentile under 45 minutes. - **Detection events are public.** Every event is posted to the status page with timestamp, root cause, and fix ETA. We do not hide bad news to protect a marketing claim. **What you control:** - Not running Nimbus alongside a second cheat. NEProtect signature-matches the other cheat's bytes and bans the account regardless of which one fired. - Not using EAC-disable tools. They are detected on first launch and will get you banned within minutes. - Not running in tournament-mode clients (the loader refuses by default — don't override it for real events). - Picking sensible aim settings. Default values are tuned for plausibility; aggressive overrides are the single biggest source of post-game manual reports. **What we control:** - The Resolver pipeline that re-signs the loader against new game offsets within minutes of every patch. - The manual-map injection vector that keeps the payload out of module enumeration sweeps. - The streamer-mode compositor target that keeps the menu invisible to OBS Game Capture. - Disclosing every detection event publicly within 1 hour of confirmation, even when it's bad for sales. We rebuild the loader within minutes of every Marvel Rivals patch using our automated Resolver pipeline — that's the difference between a detection event happening and you being banned. Most of our competitors do this manually and ship a fix 6-24 hours after the patch; we ship in minutes because the pipeline is automated end-to-end. No overlay is undetected forever. We tell you the moment we know otherwise.
Has anyone been banned using Nimbus?: Not on a current Nimbus build, no. We've had a small number of customers banned for **secondary** reasons — most commonly: running Nimbus alongside a second cheat (NEProtect signature-matches the other cheat's bytes and bans the account regardless of which one fired), or chargeback-then-replay (NetEase flags accounts with payment disputes more aggressively). On this account: the same UID has run Nimbus for hundreds of hours without action. We have customers with 18+ month account histories on Nimbus. The ban rate we observe across the customer base is well under 0.5% per month — the bulk of which traces to one of the secondary causes above. If you're banned and Nimbus was the only modification running, we'll investigate publicly on the status page.
What's the detection rate?: Across the last six months, we've had **zero** wave-detection events traceable to a Nimbus signature. The number of individual ban reports we've gotten is under ten, and on review the majority were caused by a secondary cheat running alongside Nimbus, an EAC-disable tool, or a chargeback flag. We think the right way to read "detection rate" is on the status page, where we log every actual event with a timestamp, root cause, and fix ETA. We'd rather show you the data than quote a number.
What happens on patch day?: Marvel Rivals patches typically ship Wednesday around 4 PM PT. Here's the timeline: **T+0:** Patch goes live. Our Resolver pipeline notices the new game build hash within 60 seconds. **T+2 to T+20 min:** Resolver regenerates the loader against the updated UE engine offsets, runs the integration test pack against a private dev build, and signs a new release. Median end-to-end is **14 minutes** from patch live to new build available for download. **T+20 min onward:** Your existing loader auto-updates on next launch. If you try to launch into an old loader against a new game build, the loader refuses with "Waiting for compatible build" — you can't accidentally inject into a detected state. We post the new-build notice in `#status` on Discord and on the public status page.
How fast do you ship a new build after a patch?: Median **14 minutes**, 90th-percentile under 45 minutes. We track this number publicly on the status page going back to launch. The pipeline is fully automated — Resolver scans the new game binary for UE offset signatures, regenerates the SDK, rebuilds the payload, runs smoke tests against a private dev account, and signs the release. The only manual step is a final human review of the build notes before the release flag flips green. For comparison: the public competition typically ships a fix in 6-24 hours, and in our experience some go dark for entire weekends after a patch. The pipeline is the moat.

In-Game Features

Do you have Valorant support?: **Coming soon.** Valorant support is in active development and on the public [roadmap](/roadmap). We have a working KeyAuth app stood up for it already, and the Resolver pipeline that powers Marvel Rivals' minutes-not-hours patch turnaround is being adapted to Riot's Vanguard kernel anti-cheat. Vanguard is meaningfully harder than EAC + NEProtect — it runs at kernel level from boot and verifies system integrity continuously. We won't ship Valorant support until the safety bar matches what we've held on Marvel Rivals (median 14-minute patch turnaround, public detection-event log, zero traceable wave events in the last six months). If you want notified when it ships: drop your email in the form on the [roadmap page](/roadmap), or join Discord and react to the `#valorant-interest` role in `#welcome`. We send one notification when the beta opens and one when it goes public — no marketing spam. We're not committing a date yet because Vanguard's verification stack moves and we'd rather underpromise than ship a Valorant build that gets users banned.
Which Marvel Rivals heroes does the aim engine support?: All of them. The aim engine is hero-aware — it knows the projectile speed, gravity model, and recoil pattern for every hero in the roster, including newcomers. New heroes added in a patch are supported on the same Resolver cycle as the patch itself (median 14 minutes). The per-hero tuning includes: gravity-correct projectile lead for arc heroes (Hawkeye, Hela, Star-Lord), hitscan FOV adjustment for instant heroes (Punisher, Black Widow), and bullet-TP / silent-aim toggles per ability slot. There's a "hero auto-detect" toggle on by default so you don't have to manually switch profiles. The Hawkeye-class arc model uses a quartic gravity intercept (G = 980 cm/s², Z-up) with per-hero cached speed sampling — five-sample average from the live projectile actor. Same model handles charge-shot scaling (12000 + charge% × 6000 cm/s for Hawkeye).
Does it work in ranked / quickplay / tournament mode?: **Ranked and quickplay: yes.** Nimbus works identically across all matchmade modes, including Competitive, Quick Match, Conquest, and the rotating event playlists. The aim engine and ESP behave the same regardless of which queue you're in. **Tournament mode: no, and you shouldn't use it there.** Tournament organizers run extra anti-cheat sweeps (deeper kernel scans, replay analysis, sometimes a dedicated EAC build), and the detection risk is an order of magnitude higher. You'll get banned from the tournament, the game, and probably your team. The loader will warn you if it detects a tournament client and refuse to inject by default — there's an override for testing, but don't ship it to a real event. For custom games and practice ranges: yes, identical behavior to ranked.
Can I customize the in-game menu?: Yes, heavily. The menu has 14 tabs (Aim, ESP, Visual, Misc, Skin, World, Anti-Cheat, Spoofer, Debug, plus per-hero panels). Everything is keybindable, every toggle has a default-off and default-on profile, and you can export your settings to a JSON file that travels with your key — so a fresh install on a new PC starts with your old config. The menu itself supports: drag-resize, drag-reposition, opacity slider, color theme picker (six built-in themes plus custom HSL), font size, and a "compact" layout that fits on a 1440p side monitor. There's also a "streamer mode" hotkey that blanks the menu instantly while leaving features active — useful if someone walks behind your screen. For the truly paranoid, you can disable the menu entirely and run on keybinds only.
Does it have spectator detection?: Yes. Nimbus monitors the spectator list on every matchmade game and surfaces a chip in the menu when someone joins to spectate you. You can configure it to: - **Notify only** — a small ping in the top-right. - **Auto-soften** — drop aim assist FOV to a configurable safe value (default: 1.5°) when a spectator is detected. - **Auto-disable** — turn off aim assist entirely until the spectator leaves. The detection covers both in-game spectators (Friend or Discord) and replay viewers in the post-game review window. We can't detect external observation (someone watching your stream or a screen-share), so streamer-mode is a separate consideration — see below.
Will streamers see my overlay?: It depends on how you stream. Nimbus renders its menu as a **separate top-level Win32 window** (`WS_POPUP` style), which means OBS, Discord screen-share, and Twitch Studio can be configured to filter it out: - **OBS Game Capture (recommended)**: capture only the Marvel Rivals window. Nimbus's menu lives outside that window and won't be picked up. - **OBS Display Capture**: yes, it will see the menu. Use Game Capture instead. - **Discord screen-share**: choose "Specific Application" → Marvel Rivals, not "Entire Screen". - **NVIDIA ShadowPlay / GeForce Experience**: Instant Replay only captures the game window, so you're safe. Manual screenshots via Print Screen capture the whole screen — be aware. There's also a "streamer mode" panic key (default: `End`) that blanks the menu instantly. Features keep running, but the menu disappears until you tap it again.

HWID & Account

What is HWID lock?: HWID ("hardware ID") lock binds your key to a fingerprint of your specific PC — a one-way hash of your CPU serial, motherboard UUID, primary disk serial, and a per-build salt. After your first activation, the key only works on that fingerprint. We can't reverse the hash to identify your PC, and we don't store the raw component IDs server-side — only the salted hash. The lock is what lets us price below the public competition (a $5 Day pass would be shared across Discord servers within an hour if it weren't locked). You can reset to a new fingerprint yourself, once every 24 hours, from the dashboard.
How do I reset my HWID?: From the dashboard: sign in at getnimbus.net/dashboard, click your key in the **Keys** panel, then **Reset HWID**. The reset is instant — your **next** loader launch (on the new PC, or after reinstalling Windows) will register the new fingerprint and the old one is invalidated. There's a 24-hour cooldown between resets. This is the only real defense against reset-share-reset-share key abuse — 24 hours is short enough for genuine PC moves and long enough to make sharing impractical. **Genuine emergencies** (Windows reinstall mid-cooldown, motherboard RMA during a tournament window, etc.): DM `#support` on Discord with your order ID. We'll shorten the cooldown case-by-case. We're not robots about it.
I changed my motherboard — what now?: A motherboard swap (or a CPU swap, or a primary-disk swap) will change your HWID fingerprint, and your loader will refuse to authenticate on next launch with "HWID mismatch". This is expected — Windows will see the same OS, but the underlying hardware fingerprint is different. **Fix:** dashboard → **Reset HWID** → re-launch the loader. If you're inside the 24-hour cooldown window, ticket us in Discord and we'll waive it for a legitimate hardware change. Bring the order ID and a quick line about what you swapped — we don't need photos or receipts, just enough context to confirm it's not a key-share attempt. If you swapped multiple components and the loader still shows a mismatch after reset, force-quit it, delete `%LOCALAPPDATA%\Nimbus\hwid.cache`, and re-launch. That clears the local fingerprint cache.
Can I use Nimbus on multiple machines?: One key, one machine at a time. You can move your key between machines using the HWID reset (24-hour cooldown), but you can't have it active on two PCs simultaneously. If you genuinely need two-machine concurrent use — a desktop and a laptop for travel, for example — you have two options: **1.** Buy a second key. We don't offer a multi-seat discount, but a Day pass is cheap if it's only for occasional second-PC use. **2.** Lifetime customers can request a second concurrent slot at a one-time $40 add-on cost. DM `#support` after you have Lifetime — it's not advertised but it exists. Key sharing with someone who isn't you — even a sibling or a partner — violates the EULA and is grounds for revocation. The HWID lock physically prevents simultaneous use anyway.
I got a new PC and lost my key — help?: Sign in at getnimbus.net/dashboard with the email tied to your original order — your key is still listed there. Click **Reset HWID** to clear the old fingerprint, then **Download Loader** and re-install on the new PC. If you lost access to the email you used at checkout: DM `#support` in Discord with the order ID (from the SellAuth confirmation email — search your mail for "sellauth" or the original payment), the email you'd like to migrate to, and a payment-method confirmation (last 4 of card, or the PayPal email). We'll migrate the key after we've confirmed ownership. If you also lost the order ID and the payment record: we can usually still find you by the original payment method's transaction ID, but it takes longer. Bring everything you have.

Support & Community

How do I cancel my subscription?: **There's nothing to cancel — we don't auto-renew.** Every Nimbus key (Day, Week, Month, Lifetime) is a one-time purchase with a fixed expiry. When the time runs out, the key stops working and we don't charge you again. There's no rolling subscription, no quiet auto-debit, no "forgot to cancel" trap. If you want to verify what's on your account: sign in at getnimbus.net/dashboard. The **Keys** panel shows every key you've ever bought, its tier, its activation date, and its expiry. There's no "manage subscription" button because there's no subscription to manage. If you set up a recurring payment on your end (PayPal recurring, a subscription-style crypto wallet, etc.) — that's on your side to cancel. Nimbus itself only charges per key purchase, never on a schedule. Want to stop being emailed? The footer of every Nimbus email has an unsubscribe link, or hit [/unsubscribe](/unsubscribe) directly.
How fast is your support?: The first response in `#support` on Discord is automated — our support bot answers most common questions (HWID reset, install errors, payment confirmation) in under one second. Human staff pick up cases the bot escalates, with a median first-human-response time of **18 minutes** during business hours (8 AM – 12 AM PT, every day) and under 4 hours overnight. Lifetime customers route to a priority queue with a 5-minute median. We deliberately don't run 24/7 human chat — the bot handles ~70% of tickets autonomously, and we'd rather keep prices below the public competition than staff a graveyard shift that mostly closes tickets the bot would have closed anyway.
Do I need to be in Discord?: Strongly recommended, not strictly required. Discord is where: - Support tickets get answered fastest (bot + human staff both live there). - New-build notifications fire the moment a patch fix is ready. - Status updates go out during incidents (alongside the public status page). - Customer-only build notes and roadmap previews drop. If you don't use Discord, you can still: use the dashboard (it does HWID reset, key download, account management without Discord), open a ticket via email (`getnimbuscontact@gmail.com` — slower, ~24h first response), and read the public status page. The Discord invite is on the dashboard after purchase. You'll need to react to the role gate in `#welcome` to unlock the customer channels — that's where the build notifications and `#support` live.
What if it doesn't work after I buy it?: Ticket us in Discord — we'll work it with you. "Doesn't work" almost always falls into one of: - **Install issue we can fix** (Defender quarantine, OneDrive folder, missing VC++ runtime). Most are fixable in under 10 minutes with a staff member in support — no replacement key needed because the original is fine, you just couldn't launch it. - **Service outage on our end.** If our auth server is down when you try to activate, we extend your subscription by the outage duration on a new key the moment we're back up. You don't lose the time. - **Genuine incompatibility** (your specific Windows + hardware combo can't run the loader). Rare. If we can't get it working, we'll fix you up with a replacement key on something compatible or a time extension you can use on a different rig. The published policy is replacements + extensions, not refunds — but the owner reserves the right to refund case-by-case when a genuine wrong has occurred. Just say so in your ticket. Full policy: [/refund](/refund).
What if I get banned despite using Nimbus?: Open a ticket in `#support` with: your UID, the approximate ban date/time, the ban message text, and a quick description of what was running when you got hit (Nimbus only, or Nimbus + something else). What we do: **1.** Cross-reference against any known detection events in the same window — if there's a wave we already logged, you'll see it on the public status page. **2.** Investigate whether the ban traces to a Nimbus signature, a secondary cause (EAC-disable tool, second cheat, chargeback flag), or a manual report (a teammate or opponent reporting you in-game — anti-cheat doesn't ban from reports alone, but it does flag the account for closer review). **3.** Publish the root cause on the status page. If it traces to us, we extend or refund affected customers' subscriptions. We don't refund bans by default — once a ban happens we can't reverse it, and refunding would create incentive for users to push aggressive settings. But if the ban traces to a Nimbus issue we own, the policy is in writing on /refund.
How do I report a bug?: Two paths: **Crash or hard error:** the loader's auto-crash reporter prompts you with "Send report?" the next launch after a crash. The report includes the crash dump, the loader version, the Marvel Rivals build hash, and the last 200 lines of `loader.log`. No personal data, no game memory contents — just enough to diagnose. **Feature bug or unexpected behavior:** open a thread in `#bug-reports` on Discord with: feature affected (e.g. "Aim — Hawkeye projectile lead"), what you expected vs what happened, a one-line repro ("queue Quick Match, pick Hawkeye, fire fully-charged arrow at a moving target"), and a clip if you have one. Clips help a lot. We triage bug reports daily. Critical bugs get a hotfix within 24 hours; the rest land in the next planned release. Each bug ticket gets a public status (Confirmed / In Progress / Released) so you know where it stands.