This is a FAQ thread addressing questions on accounts, billing/purchases, and reporting. For technical issues, please view the Technical Issues FAQ.
If your question is not here, not resolved, or if you need further help, please create a post on the forum or join our official Discord server.
HOW TO SEND A SUPPORT TICKET
Click the button below. Select "Twin Saga" and fill out the fields appropriately. Be sure to provide as much information as possible so that your request can be addressed quickly, but please do not send multiple tickets, as this can delay assistance.
If you are seeking assistance for Twin Saga but select the incorrect game, your ticket may be delayed.
Account is banned
In order to resolve a ban, you must send a support ticket.
Also, please note that there is a difference between a suspension and a ban. If you have received a suspension, please look at the Billing section of this FAQ.
"Account is in use" message
This message usually occurs if you disconnect from the server and log back in quickly. You can rest assured that your account has not been compromised.
However, if you suddenly encounter this message without previously experiencing a disconnection, please reset your password and quickly send a support ticket to us.
Character(s) missing from account
If you played Twin Saga prior to September 1, 2016, your character data was wiped due to the end of the closed beta & public stress test. If you played after that date but you are still unable to find your characters, and if you have more than one account, be sure that you are logging into the correct account. If your characters are still missing, send a support ticket so that it can be investigated.
Character accidentally deleted
Please send a ticket if your character has accidentally been deleted.
Account banned due to inactivity or billing inactivity
Bans due to inactivity can occur if you have not logged in for a long period of time and have a considerable AP balance in your account. This is to protect your account so that it cannot accessed without authorization for AP. Should you receive a ban due to inactivity, simply send a support ticket to have it lifted.