This page covers what is worth knowing before you write in: how to solve the common problems yourself, and how to describe a rare one so that it gets handled on the first pass instead of after five follow-up questions.
Check these first
More than half of all tickets close without us. If the game will not start, crashes on login or complains about files, begin with the small things. Make sure the archive unpacked completely, that the path to the game contains no non-Latin characters, and that your antivirus has not quietly pulled a file into quarantine.
Questions about creating a character, picking a faction, logging in and the first steps are covered in the FAQ. If your problem involves a ban or a dispute with another player, read the rules first — the appeal procedure is there as well.
How to describe a problem
A good ticket saves time on both sides. The fuller your first message, the better the odds that the reply is a solution rather than a request for details.
Include:
- your character name and account name — without them you cannot be found in the logs;
- the date and time it happened, with your time zone;
- what you did, step by step — where you went, what you clicked, what you expected to see;
- what happened instead — the exact error text, not a paraphrase;
- a screenshot or a short screen recording, if the problem is visible on screen;
- for launch problems — your Windows version and what you have already tried.
Write one message, one problem at a time. Two different questions in the same ticket almost always end with only the first one answered. Sending the same ticket again does not move the queue; it lengthens it.
What support can handle
Account recovery, provided you can show the account is yours. Technical faults: being unable to log in, a character stuck in place, a quest that did not register, a mechanic that does not work. Bugs in the game and on the site — worth reporting even when they do not get in your own way. Ban appeals. Payment questions, if a contribution failed or went through twice.
What the administration does not do
There are things we honestly cannot help with, and it is better to say so up front.
We do not return items lost through carelessness: disassembled for reagents, sold to a vendor, handed to the wrong person, equipped instead of the ones you meant. We do not undo failed upgrades and we do not compensate failed attempts. We do not restore deleted characters, and we do not arbitrate arguments between players about who promised what — verbal deals inside the game stay on the conscience of the people who made them. We do not hand out items, gold or levels “as a one-off exception”: one exception like that devalues the game for everyone else.
We also pass on nothing about anyone else’s account — not an address, not a login history, not what it is linked to. That works in your favour as well.
If an account was handed over to another person and something happened to it, there is unfortunately nothing to be done: from the server’s side, those actions look exactly like your own.
Where to write
The contact channels and the address for tickets are listed in the contacts block on the site. Replies are not instant: the project runs on a small team, and untangling a complicated case means reading logs. A calm, detailed message almost always gets processed faster than a short, angry one — not out of spite, but because it is immediately clear where to start.
Updated: 08/20/2026