Support Rules and FAQ

[Alice]

Dear friends!

Before writing to system support, please consider following rules and application forms for most frequent issues. This will help you formulate your appeal better and us, to process it quickly and successfully.

General conditions

The fastest way to contact system support is a special form on RPG-club website
http://www.rpg-club.com/p-sendmsg
All appeals sent through this form are definitely processed by the administration.
When answering to support by e-mail, always keep all correspondence history in your message.

Processing time

Appeals are processed as soon as possible and in the order received. Depending on support overall load, reply waiting period may come up to 5 days. Be patient. Don't send to support several similar/identical messages, it only makes a mess of our work and provokes extra delays.
When game logs examination is needed, support reply time may attain up to 2 weeks: it depends on appeal's priority (impact on game balance, value of stolen items etc.)

Basic info

The information needed depends on the purpose of your appeal (see forms for most frequent issues below)
In any case you should indicate:
1) Game account name
2) Server you play on
3) Your character's name
If we need some extra information, we will ask for it.

Language

You may write to support in Russian, English and French.
We understand no other language, so you'd better ask someone to help you with translation.


Application forms for most frequent issues

ACCOUNT ACCESS >>>
ACCOUNT HACK >>>
BAN >>>
SERVICES >>>
DONATIONS >>>
ERRORS >>>

[Alice]

ACCOUNT ACCESS

Account access transfer

By giving access to your account to anyone, you take on responsibility for everything that may happen to it (scam, ban, e-mail or password change etc)
If more than one person have full access to account, administration will not process such appeals.

Account access lost

If you lost access to your account, you may always restore/change your password through the account's registration e-mail.

Lost control over registration e-mail

If for some reason you don't have access to your registration e-mail
* you used nonexistent e-mail for registration
* you forgot your e-mail password
* your e-mail was hacked
It becomes then impossible to prove your proprietorship for this account (the only exception is when all logins to the account were made from one IP address, see "E-mail recovery" point).
The only solution for you is to restore control over registration e-mail by means provided by your e-mail service.

E-mail recovery

If all logins to the account were made from ONE IP address, that we see in your message (sent through the form on website), you may restore e-mail by paid service "change e-mail", which costs 30$.
1. Create a new character
2. Buy 800 silvercoins to this char
3. Write us the nick of the character
4. Write the new e-mail for the account (the account which was lost)
5. We take SCs from the character
6. You restore your password through the new e-mail

[Alice]

ACCOUNT HACK

If account was "shared" - more than 1 person had access to the account - administration retains the right to refuse account hack investigation. Attention: if you lie and during investigation we see that account was used by many persons, you will get a permanent ban without right of appeal.

If anyone else had access to account, besides the owner, account hack is out of the question.
1. Pose all claims to the person who had access to account.
2. Administration implemented free service "IP protection"
If you didn't set up protection for your IP and that of the 2nd person - administration won't investigate account hack appeals, which you may see in server rules.
Sorry, but it's up to you to take care of your information security.
Note that IP protection on website is also necessary to protect your game account!

Account hacked

If you are the only person having access to the account (nobody else has the password) send your appeal to support on website, checking relevant server.
Send appeal from your account (even if your account is hacked, you may always restore access, see ACCOUNT ACCESS >>>).

Please, provide in your message:
1. Server: ...
2. Account: ...
3. Character nick: ...
4. Date and time of your last login to your account:...
5. The list of items stolen/disappeared:
/items IDs from base.rpg-club.com database, stacked list: /
Item name, id*
Squire's Sword, id=2369
*how to find item ID:
Enter base.rpg-club.com website
In "item" field enter your item name, for example Squire's Sword
Click on the link which appears
See the address field: http://base.rpg-club.com/#db.item.main.2369#
2369 - is the item's ID
6. Your IP /if it's dynamic, write mask (ip class)/: ...
7. Outside IP in LogIn's log, date and time of this IP login
You may see it in "LogIn Logs" in account panel

[Alice]

BAN

Only account owner must write to support on ban issues from his/her account, and not his/her friends, siblings or pets. If server rules were violated not by account owner, but by someone he gave access to - it may not be considered basis for unbanning.

Paid service "Unban account"

Paid service "Unban account" is available only if the "no unban" note is missing from the ban reason.
1.    Admin has the right to refuse unbanning without giving an explanation.
2.    In case of a repeat rules violation the cost of service rises twofold.
3.    Unban costs ~100$ (may change according to specific cases)
Method of payment:
Buy in-game currency for ~100$ (x1/x5/x35/x1000=3000coins) and let us know the name of the character. After the money (silver coins) is retrieved, the character is unbanned.
Please, note that 3000 SC may cost more than 100$ depending on payment method.
ATTENTION
*In-game currency should be on the character that has to be unbanned.
*Service is considered fully paid in case of donation for 3000 SC. If SCs were on character before it was banned, they cannot be used for unbanning.
* We check logs before unbanning. If something is taken from the JAIL (other character's items etc), we refuse unbanning and won't refund the money.

Ban appeal

When you write to administration on ban issues, first of all provide:
1. Server: ...
2. Account: ...
3. Character nick: ...
4. Ban reason*:...
5. Ban time and date*: ...
* Reason, date and time may be seen in "Ban list" on website http://www.rpg-club.com/en/?p=banlist
Don’t forget to choose the right server (push respective menu item)
6. What’s your purpose in writing this message: ...

If you are accused of account hack, but the access was given to you by the owner

If you don't accept your ban, please provide following information:
1. Server
2. Banned account (which must be unbanned in your view)
3.1 Account that you allegedly hacked
3.2 Character that you allegedly robbed
4.1. Nick of the character who gave you password to the account
4.2. When it was given to you (date and time GMT+3)
If we see in logs that account and password were really given to you - you'll be unbanned. If this info was sent to you by ICQ etc. - it can't be proved, so the ban will remain.

Please, provide the info in the following way:
1. Server, banned account (which must be unbanned in your view)
---- х1
2. Banned account (which must be unbanned in your view)
---- loxotron
3.1 Account that you allegedly hacked
---- lox
3.2 Character that you allegedly robbed
---- Fedor
4.1. Nick of the character who gave you password to the account
---- Dryg
4.2. When it was given to you (date and time GMT+3) Write the text of the message
---- 2010.10.11 14:50 GMT+3  
---- message text "acc lox pass lox2, enjoy it"

So if you say you had access to account given to you by the owner, we must see account login and pass in chat logs.

[Alice]

SERVICES

Clan name change

Now available for CLs in "Clan" section of account control panel.
Costs 2000 SC

[Alice]

DONATIONS

If you have problems with donations: for instance, donation coins didn't appear in your char's inventory, you may write to support, providing following information:

1. Payment method:...
*smsdelux
*webmoney
*2pay
*other
2. Payment date and time:... (telephone number/if SmS/)
3. Sum in $:...
3.1. Short number (if SMS)
4. Number of Silvercoins/RUR:...
5. Server:...
6. Char name:...

[Alice]

ERRORS

Game errors/bugs

If you find a game error/bug, resulting in your losing some game advantages, please, write to support, providing following information:

1. Server:...
2. Account:...
3. Nick:...
4. Date and time (GMT+3) of the incident:...
5. Game location where it happened:...
6. Chars involved:...
7.1. What the error/bug consists in:...
7.2. Reference to a competent source, where it's written hat this situation is a bug and not a part of the authentic game process:... (optionally, if a precedent exists)
8. Your purpose in writing to support:...


Error when entering the game

If you can't enter the game because of a game client error, you may write to support, providing following information:

1. Server:...
2. Account:...
3. Nick:...
4. Game location you char is in when the error occurred:...
5. Text of the error, given by game client:...

If you think the error is due to the location you char is in, first of all you should use "Teleport" function in your account CP on website.