To prevent being banned carefully reading and understanding the rules is very important. If you have any queries regarding what is or is not permitted please send a ticket to Customer Service or you can view the rules here.
However, should your Avatar or Account be banned you will see a message when you log in. This could be for sending an inappropriate message, multi-accounting, or password sharing for example. Read the message carefully and think about what might have happened.
How can I find out more information about my ban?
By sending a message to Customer Service you will receive additional details about your ban so you can understand which rule has been broken and how to prevent it from reoccurring in the future. They will also guide you through the process of disputing your ban if you do not agree with it.
I have a security ban. What should I do?
Sometimes accounts are locked for security reasons, for example, multiple failed attempts to enter a password. Should you have received a security ban, this can be resolved by clicking 'lost password' and resetting the password registered to your Account. An email will be sent to the account's registered email address to allow you to change the password.
Alternatively, you can contact Customer Service and they will help you regain access to your account.
What information can Customer Service give me?
The information that you can be given depends upon the reason for your ban. For example, we cannot share details of how the Rule Enforcement Team detected a violation or information that breaks GDPR or privacy guidelines.
For multi-accounting and password sharing violations, you can request the list of accounts that you were banned with. Alternatively, if you were banned for harassment or sending an inappropriate message, in certain circumstances Customer Service may be able to share with you the message that caused the ban.
What is my punishment?
The message you receive within the game will tell you the specific punishment that has been applied, but Customer Service will be able to confirm this. The punishment could be a warning, a temporary or permanent ban, or being prevented from sending messages. If the ban is temporary, once the time has passed your avatar will be freed from the restrictions and you can continue playing normally.
Should I change my password after a ban?
After your account has been released from a password sharing ban it is particularly important that you do so. It never hurts to change your password and it could prevent you from being banned again in the future. If you are unsure how to do this please contact Customer Service.
What should I do if I believe that I am innocent?
When you contact Customer Service, they will explain why you were banned, and which actions violated the rules. If you believe the decision was incorrect, you may give an explanation and ask for the ban to be reviewed.
Customer Service will review some bans such as netiquette rule breaches, whereas other violations like multi-accounting and password sharing are forwarded to the Rule Enforcement Team to conduct a full review of the ban. When the Rule Enforcement Team reviews a ban this is always done by a different individual than the one who originally banned your account.
What information should I give to Customer Service if I am banned?
In addition to the name of your Avatar and the game world any brief details about the circumstances involved are helpful. If, for example, you have been banned for password sharing or multi-accounting, it would help if you could explain how and in what ways you have a connection to other accounts.
Alternatively, if you have been banned for an inappropriate comment explaining why you believe the message follows the rules would help.
When will I find out the result of a ban review?
In most cases, a review is completed quickly, and you will be contacted with the final result as soon as possible. You will be informed if the ban and penalty are judged to be correct or not. If either the ban or penalty is incorrect you will be given clear information on what has happened.
I have a payment ban. What should I do?
Customer Service is not able to resolve payment bans, but they will be able to give you information on who to contact and a reference code for the transaction that triggered the ban. Within the message you received, there are instructions to contact firstname.lastname@example.org to resolve the situation. All questions about your ban should be sent to them.