We can help

Register on this website — that one account is both your website login and your game login, so there is nothing to link afterwards. Pick a username between 4 and 12 characters, give a real email address, and confirm the message we send you.

Until the email is confirmed you can sign in here but the game server will refuse the login, so do not skip it. If the message never arrives, check your spam folder first, then open a ticket — a handful of mail providers are blocked at the game level and we will tell you honestly if yours is one of them.

Use the password reset form and we will email you a link that is valid for one hour. The new password applies to the game client immediately — there is no separate game password.

If you no longer have access to the email address on the account, a reset link cannot help you. Open a ticket from an address you do control and include the account username, roughly when you created it, and the names of characters on it. We use those details to establish ownership; we will never simply take someone’s word for it, because that is exactly how accounts get stolen.

Card and PayPal payments are credited automatically once the payment provider confirms them, which is usually seconds but can take a few minutes. Log out of the game and back in — the client reads your balance at login.

If an hour has passed and the balance is still wrong, open a ticket with the payment reference from your receipt and we will match it against the transaction log and credit it by hand. Do not start a chargeback first: a chargeback locks the account automatically and makes the whole thing slower to fix.

Moonstones are 4Ascent’s in-game currency, spent in the item shop on cosmetics, convenience items and consumables. They exist only inside the game, hold no real-world value, and cannot be sold, transferred between accounts, or exchanged back into money.

Because of that, purchases are final once the moonstones reach your account. We will still look at a ticket about a duplicate charge or a payment that clearly went wrong.

Yes. Sign in and open a ticket — a banned account keeps access to this website precisely so it can appeal — or write to us from the email address on the account if you cannot sign in at all. Tell us what you think happened and anything that puts it in context.

Appeals are read by a person, not a bot, and we will tell you which rule was broken and what evidence we hold. Bans for account trading, real-money trading, or automation are the least likely to be lifted. Abusing the appeal channel is not itself a punishable offence, but reopening the same appeal repeatedly will get it closed.

Extract the game to a folder you own — not Program Files, not the Desktop — and add that folder to your antivirus exclusions. Most patching failures are the patcher being denied permission to overwrite its own files.

If it still crashes, open a ticket and attach the .DMP file from the game folder along with your operating system and graphics card. That file tells us exactly where it fell over.

Sometimes. Deleted characters and items destroyed by a bug can often be recovered from the game database if you tell us quickly — within a few days, before the backups that hold them rotate out. Items lost to a scam, a bad trade, or a gamble are not restored, and neither are characters deleted deliberately.

Open a ticket with the exact character name, the world, roughly when it happened, and a screenshot or short clip if you have one. Reports are handled privately — we will not tell you what action was taken against another player, but every report is read.