Club9 Frequently Asked Questions

Club9 is your one stop shop for some of the most exclusive rewards and experiences in esports. Like in many video games, as you complete Quests, you will earn C9XP and Credits that will allow you to level up through the battle pass and claim exclusive rewards. Each battle pass is the length of 1 year. Once the season ends C9XP, Credits and rewards are reset, so complete as many Quests as possible before it’s too late! Visit club9.gg to get started.

C9XP is the experience you will be earning by completing Quests in Club9. By earning C9XP you will level up through the battle pass, earning access to new rewards along the way. C9XP can not be bought or sold and is only earned through Quest completion.

Credits is the currency you earn by completing Quests in Club9, that can be redeemed for various exclusive rewards like signed merch and live experiences. You can also get bonus Credits from leveling up and completing Events.

Quests are activities you do as a fan already, such as following our socials or watching our matches. Now, those same activities reward you with C9XP and Credits.

Events are special groups of Quests that award bonus C9XP and Credits depending on your progress in the Event. Progress in each Event is tracked via Points. Events are typically associated with special moments in the Cloud9 world, like major tournaments and partner campaigns. Be sure to check Club9 regularly for new Events.

New Quests are added throughout the week, so check back regularly to keep up with the latest Quests.

We trust our Club9 members to complete quests accurately, but to maintain a fair and rewarding experience for everyone, we regularly audit quest completions. Certain activities, like “Likes” and “Retweets” on X, are automatically confirmed to help you earn C9XP quickly. However, we do periodically review accounts to ensure that the required actions have been properly completed.

If you receive XP for a quest without completing the necessary actions, such as “Liking”, “Commenting” or “Retweeting,” this is considered a violation of our Terms of Service. Failure to comply may result in a strike against your account, the cancellation of your order, and the deduction of 100XP per strike. Please note that we have a 3-strike policy, after which your account may be suspended.

To avoid any issues, make sure you fully complete each quest action before clicking to claim your reward. If you believe a strike has been applied in error, you can contact us directly for review.

We can currently only ship physical rewards to addresses located in Canada and the US. Digital rewards can be redeemed from anywhere.

Yes, most rewards are limited to one redemption per account, for the lifetime of that reward. These limits help make sure all fans have a fair chance to claim exclusive items and experiences. There are a few exceptions, for example, rewards like raffle tickets may allow multiple redemptions when noted in the reward description.

Quest labels are abbreviated tags used to quickly identify the game associated with each quest in Club9. These labels help you easily find and participate in quests related to your favorite games. Below is a list of current games and their corresponding labels.

• Call of Duty: Black Ops 7 – COD
• League of Legends – LOL
• Rainbow 6 – R6
• VALORANT – VAL

Jack’s Office will be evolving from what you experienced in Club9 2025. We want to hear from more fans, more often, so we’ll be introducing frequent polls as quests to gather feedback across the whole community. The Jack’s Office Discord channel and role will still be available. Fans who want to be part of the conversation there and get access to early teasers can redeem the Jack’s Office Discord role by completing the Jack’s Office quest.

If you are having trouble logging into your account, try the different troubleshooting options below.

Close and re-open your browser: If you can access the profile page, make sure you log out. Then close your browser and re-open the website and try logging in again.

Change your password: On the login screen, click “Forgot Password?” and complete the process of resetting your password. Once completed, try to login again.

Clear cache & cookies: On your web browser, clear your cache & cookies and try to log in again.

If none of these solutions work, reach out here for direct support.

There are a couple reasons why you may not see your C9XP immediately after completing a quest. See if any of these reasons pertain to you.

Manually Approved Quests: Some Quests require manual approval from the Cloud9 team. Typically comment quests, Prediction Polls and Surveys are all manually reviewed. Once the team is able to verify you completed the quest properly, you will be rewarded with the XP. If the team finds that you did not complete the quest properly, you will not be rewarded the XP.

Club9 Activity: If there is a high volume of users on the platform, C9XP may take longer to appear in your inventory. If you do not see your C9XP after 3 business days, you can create a ticket for direct support through Intercom on the Cloud9 Store.

If you believe neither of these reasons are the issue, please respond to get in touch with Cloud9 support directly.

There are a couple of reasons why a reward order may be cancelled. Before checking, make sure the email you received the cancellation from is the same as your Club9 email. If so, see if any of the cancellation reasons below pertain to you.

Reward is Out of Stock: Some rewards have a limited amount of inventory and can not be redeemed once there aren’t any of them left. If you were able to redeem a reward while there was no inventory, your order will be cancelled and your C9XP will be refunded. Check the reward’s description on the Rewards page to see the current stock available.

Redeemed More Than One of the Same Item: Some rewards are only available to be redeemed once per person. If you were somehow able to redeem one of these rewards more than once, the second redemption would be canceled. Check the reward’s description on the Reward Shop page to see if the reward has a limited number of redemptions per user.

Accidental Reward Redemption / Requested Refund: If you accidentally redeemed a reward twice or just want a refund, your reward order will be canceled and you will receive an email confirming as such.

Reward is Not Available in Your Region: Some rewards are geographically restricted. If you redeem a reward that can not be fulfilled based on where you live, your reward order will be canceled and your C9XP will be refunded. Check the reward’s description on the Reward Shop page to see if the reward is available in your country.

Processing and fulfillment of rewards may vary depending on the reward claimed.

Please allow up to 10 business days (2 weeks) for Cloud9 to process. If your reward requires shipping, you will be contacted again via email with the shipping price. Once you pay the shipping fee, you will be given a tracking number and your reward will be on its way!

​If you don’t receive tracking after 2 weeks from the day you paid for shipping, reach out through Intercom on the Cloud9 Store.

Shipping is not included with reward redemptions. After you redeem a physical item, you’ll receive a shipping invoice to your Club9 email within 3-5 business days to complete payment and finalize your order. If you do not complete the invoice within 72 hours of receipt, your order will be cancelled and the item will be restocked.

Some quests shown on Cloud9 staff profiles were completed during internal testing as we prepared Club9 for release. These quests are visible on staff accounts only and do not impact the overall experience, progression, or rewards available to Club9 members.