Frequently Asked Questions

Lost Characters and their Recovery

My character has been hacked. How to get it back?

If you have set an emergency contact, please visit our Lost Password Form and enter your character name, game world, emergency contact and PIN. If your data matches, a confirmation key will be sent to the registered emergency contact either by email or SMS. To get a new password, enter the confirmation code on our website under "Lost Password". The new password will be displayed on the next page.
Important: Make sure to memorise your new password before closing the page as it will only be shown once! The new password will not be sent to your emergency contact!

Note that the password retrieval service can only be used once every 30 days.

If you have no premium character or did not set up an emergency contact, we are very sorry we cannot recover your character as no password can be sent to you. We are sorry to have no better news for you. You are very welcome to start a new character.