If you're having trouble entering the Vault or claiming the UGC item, here are the steps to make sure everything is set up correctly.

The Vault has specific requirements before you can enter or claim anything inside it.

Question: What are the requirements to Enter the Vault?

Answer: Please make sure you have completed ALL of the following:

1. Connected your Roblox account to Medal
2. Joined the Avatar Creator Games Group on Roblox
3. Joined the Medal TV Roblox Group
4. Clipped Roblox using Medal on PC

If any of these are missing, the Vault will stay locked.

Question: Why can't I enter the Vault?

Answer: This almost always means one of the requirements is incomplete. Double-check that:

1. You have joined both Roblox groups
2. You have recorded a Roblox clip on PC in the past 24 hours
3. Your Roblox account is fully connected in Medal settings

Mobile users: Mobile quests are next weekend! This drop is PC-only.

Question: What to do if the item isn’t appearing in the Vault?

Answer: The item appears as a floating object inside the Vault. If you don’t see it:

1. Leave the Medal Hub and rejoin
2. The drop time is 3:00 PM EST, but itmay appear with about a 5-minute delay
3. Make sure you are on a fresh server that is updated

Question: I can enter, but I can’t claim the item.

This can happen for two reasons:

1. Servers are overloaded

• Everyone tries to claim at the same time.
• If the claim doesn't work at first, stay in the server and keep trying.

2. The item is out of stock

• Only 5,000 items exist.
• You can check stock here: https://www.roblox.com/catalog/135839460901269/Boy-Brown-Hair (The link only shows remaining stock if you're logged in.)
• Once it says Sold Out, the drop is finished.

Question: What does the Vault looks like?

• The Vault door will be locked if the requirements are incomplete

1. The item will appear as a floating object once available(You may need to rejoin a server to see it

If you’ve checked everything above and still can’t get in or see the item, please create a Support Ticket and add a screenshot of your requirements page so the team can take a closer look!