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Frequently Asked Questions

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Armada DS Uploader​

Why do my uploads keep failing????​

When uploading, the uploader saves a local file with the filename extension .upload. If an upload fails and this file is not automatically deleted by the uploader, then it will be in the way of any future uploads. In this case, delete the file and try again.

Lobby and Party​

What is the difference between the Cloud Lobby and Party services?​

The lobby is the service that controls parties and matchmaking, as well as other subservices such as the Presence, Friend, and Chat services. You can find more information in AccelByte Cloud's Lobby Services documentation.

What is the best way to synchronize platform invites/join requests with AccelByte Cloud parties?​

AccelByte Cloud is considered a third-party service from the perspective of platform providers such as XBox, PSN, Steam, or Epic online stores. Because of this, AccelByte has no control over how friend invites are handled in such platforms. AccelByte does provide an API to lookup AccelByte User IDs using the platform user ID that is obtained from the platform providers.

Cross-platform invites are not currently available through AccelByte services. In this case, you can use AccelByte IDs to generate friend invites.

Matchmaking and Match Sessions​

What are sessions and dedicated servers?​

Dedicated servers refer to the servers or VMs that are spawned to run server binaries. Sessions refer to the match sessions that are created by the Matchmaking service when players are matched together.

How do I join an active match session?​

There are multiple ways of approaching this, but AccelByte suggests using one of the two following methods:

Method 1:

  1. Utilize party storage to store match session information such as IP/Port.
  2. Retrieve an active session using the session browser.
  3. Have the player join the active session. The DS server will validate whether the player is eligible to join the session.
  4. After the player joins the active session, the DS server will register the player to the session through the matchmaking API.

Method 2:

  1. A match session can be requeued in the Matchmaking queue if it is a joinable session. You can set whether sessions are joinable_ _ in AccelByte's Matchmaking Ruleset menu when you first set up the Matchmaking service.
  2. Once your sessions are joinable, you can use your preferred AccelByte SDK to set up active sessions.

Customer Service​

Does AccelByte Cloud offer anything service-wise for customer support or ticketing?​

With regards to serving your users, we do not provide a direct Customer Service-style service.

We support SSO integration with ZenDesk. This lets customer service navigate between ZenDesk and the AccelByte Admin Portal seamlessly to perform their tasks. AccelByte can also integrate any other tools, upon request.

Two-factor Authentication​

Where can I get the Backup Codes?​

You will have received your Backup Codes when you first set up 2FA using the Backup Codes method. Check the places where you usually store your digital or physical backup codes.

What if I lose my Backup Codes?​

If you have set up 2FA using the authenticator app, you can go back to the login menu and authenticate using the authenticator app. Once logged in, go to Password & Security, regenerate your Backup Codes, and store these codes in a safe place.

Where can I get my Security Code?​

Open the authenticator app and input the Security Code in the login form when prompted.

What if my Security Code is invalid?​

Recheck your security code and make sure that the date and time on the phone where you have installed the authenticator app is synchronized with the date and time on your computer. If your security code keeps failing, try logging in using Backup Codes. If these steps fail, you can contact our support team.