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What should I do if my Avatar or Account is banned?

Understanding and following the game rules is the best way to avoid being banned. If you’re unsure about what’s allowed, you can view the rules in-game or contact Customer Service for clarification.

Why Am I Banned?

If your avatar or account has been banned, a message will appear when you log in. This could be due to:

  • Inappropriate messages

  • Multi-accounting

  • Password sharing

  • Security-related issues

Read the message carefully and consider what might have triggered it.

Getting More Information

You can contact Customer Service to:

  • Learn which rule was violated

  • Get help understanding the reason behind your ban

  • Receive guidance on how to avoid future violations

  • Begin the process to dispute the ban if you believe it was applied incorrectly

Security Bans

If your account is locked for security reasons (e.g. failed login attempts), try clicking “Lost Password” on the login screen to reset your password. A reset link will be sent to your registered email.

If that doesn’t resolve the issue, contact Customer Service for assistance.

What Kind of Information Will I Receive?

The details you receive depend on the nature of the ban. For example:

  • Multi-accounting/password sharing: You may request the list of accounts involved.

  • Inappropriate messages: In some cases, the message may be shared with you.

  • Privacy and detection methods: Cannot be disclosed due to GDPR and internal policy.

What Are the Possible Punishments?

The in-game message will outline your specific punishment, which may include:

  • A warning

  • Temporary or permanent ban

  • Restrictions on sending messages

If the ban is temporary, access will be restored after the penalty period ends.

Should I Change My Password?

Yes — especially if your ban involved password sharing. Changing your password adds security and helps prevent future violations. If you're unsure how to do this, reach out to Customer Service for help.

Disputing a Ban

If you believe the ban was issued in error:

  • Contact Customer Service and explain your situation

  • Netiquette-related bans may be reviewed directly by support

  • Other cases (e.g. multi-accounting) are forwarded to the Rule Enforcement Team

    • Reviews are handled by someone other than the original moderator

You’ll be informed of the outcome once the review is complete.

Information to Include in Your Ticket

To help speed up the review, please include:

  • Your avatar name and game world

  • A brief explanation of your case

  • If related to multi-accounting/password sharing: your relationship to the other accounts

  • If related to messages: why you believe your message followed the rules

Payment Bans

If your ban is related to a payment issue, please contact Customer Service. They will guide you on what to do next and provide any needed reference information to move forward.