Tickets: Required information

  • Hello players!


    To help you to save time when writing tickets and to avoid questions from our side, we will tell you what information we need for certain tickets.

    You can use this as reference book, if you're unsure what information you should provide.


    Keep in mind to always link your account's email to your support account, if it's an account related problem. If you forget it, we will ask for it. So you can also save some time by just doing it right away.

    You can find a guide here


    For more or less everything we need your character name and server. If you not explicit mention it, we will ask for it, even if you might have entered the correct data when sending the ticket. The reason is simple: Some users fill in their account names, select a wrong server or enter some other name.


    In case your topic is not mentioned, we need to know at least your character name, server and a short summary of your issue.

    Player reports

    • Character name and server of the player to be reported
    • Date and time of the incident (including the timezone) - especially if it's not visible in the screenshot
    • Short summary of what happened (in case of scam reports e.g the trade agreement)
    • Valid evidence (in case of a video, please upload it to Youtube and set it to not listed)
    • In case of bot/afk-leveling reports: Try to reach a GM in Discord as we can't accept player "evidence" for this.

    Lost items

    • Lost items due gambling/deletion/selling to NPC
      • Your character name and server
      • Date and time (including the timezone) item lost
      • Which item is lost? (exact name and it's level and type for equipment, example: 'Broken Krem's Right Blade r5+7, clv 45 sword'. Foreign languages are okay, if you tell us what language it is)
      • In case of gambled items: Date and time (including timezone) amulet were bought
      • Short summary of what happened
    • Lost/deleted quest item
      • Your character name and server
      • Date and time (including the timezone) item lost
      • Which quest item is lost?
    • Not received NosMall items/bought Nosmall items on wrong server/Wrongly bought Nosmall items
      • Your character name and server
      • Date and time (including the timezone) item bought
      • Name of the bought items
      • In case of purchase on wrong server: Character name and server of the correct account

    General inquiries

    • IP-sharings
    • Not received NosDollars and other payment issues
    • Character restoration
      • Character name and server
      • Reason for the deletion
    • Merging two or more Gameforge accounts into one
      • We can't help as it's not possible

    Ban objections

    • Normal bans
      • Character name + server
      • Date of the ban
      • Reason for the ban
      • Name of the SGM/GA/TM/CoMa who banned you
      • Why you think the ban is not justified ('I was banned with no reason' isn't a valid explanation)
      • Was the IP-sharing registered? (if it’s a ban as a multiaccount)
    • "The game is currently not available, please contact support" error
    • Giving the family head away after a ban
      • Character name + server of the family head
      • Character name of the new family head
      • Keep in mind that only the family head can write a ticket to give away the title. If your family head was banned and doesn't write a ticket, you can't do anything.

    Don't forget that the Game Rules apply here:


    §10 Procedure for objections to a ban

    - If an objection is 2 months or older, we will be unable to process it.


    Account issues

    • Account access restoration / forgotten account data
      • All your (deleted) character names, character level + server
      • All accounts linked to your Gameforge account (and their character names + server as well)
      • Date and time of the last login (as exact as possible, including the timezone)
      • Date of your registration (as exact as possible)
      • Registration email
      • Email changes (if there were any)
      • Country and city in which the account was registered
      • Previous penalties/bans
      • Any special or valuable items / pets / SPs etc
      • Players on the friend list / black list
      • Amount of bought Nos$ and date of purchase
      • New possible e-mail for the account
    • Account theft / ban for "account security"
      • Do you still have access to your account? If yes, change your password/email asap!
      • All your (deleted) character names, character level + server
      • All accounts linked to your Gameforge account (and their character names + server as well)
      • Date and time of the last login (as exact as possible, including the timezone)
      • Date of your registration (as exact as possible)
      • Registration email
      • Email changes (if there were any)
      • Country and city in which the account was registered
      • Previous penalties/bans
      • Any special or valuable items / pets / SPs etc
      • Players on the friend list / black list
      • Amount of bought Nos$ and date of purchase
      • Did you try to get free Nos$ or did you give away your data (to websites, friends, siblings,...)?
    • Gameforge Authentication App Problems
      • If you have access to your device, you can use the recovery code during login into your Gameforge Account to deactivate 2FA.
        • Open the app and swipe the code you see to the left or to the right. They will then see a little blue gear. Click it and it will lead them to the recovery code.
      • Removing 2FA when you don't have access to your phone anymore (lost/stolen/broken phone)
        • Character name and server
        • Device manufacturer and model: (e.g.: Apple iPhone XS)
        • Device Name: (The name you gave the device, e.g.: Hoperice iPhone)
        • Approximate date on which you activated the two-factor authentication:


    Steam issues

    • Upgrading a Steam account into a GF account
      • Your character name and server
      • Make sure to link your SteamID as well as the desired email to your support account
    • (Un-)Link a Steam account to/from your Gameforge account
      • You can do it yourself:
      • Open the GF client
      • Click on settings
      • Click on the gear icon next to the account
      • On the page that opens you can un(link) it from Steam.


    Notes

    • Valid evidence means:
      • 1. Less than 3-weeks old
      • 2. Unedited (Not cropped)
      • 3. PC screenshots/recordings (Not photos/video taken from a mobile phone etc.)

    • Regarding grief play reports please check this thread: What is Grief play and how to report it
    • Please send your ticket in the correct language. For the International Servers we can only provide support in English. If you write the ticket in a different language, we will ask your for a translation.
      • §3 Supported Languages and Game Chat
        • For the Server 1 - EU Dragonveil the official languages are: English / Czech / Turkish / Spanish / Polish / Italian. This includes the ticket support system.
        • For the Server 2 - US Cylloan the official languages are: English / Spanish. This includes the ticket support system.
        • For the Server 3 - International-1 The official languages are: EN / DE / FR / ES / IT / TR / PL / CZ. However this does not include the ticket support system. You will have to send your tickets in English with the English flags.
        • For the Server 4 - International-2 The official languages are: EN / DE / FR / ES / IT / TR / PL / CZ. However this does not include the ticket support system. You will have to send your tickets in English with the English flags.