More to come...
Do you have other questions? Please send us your questions using the
feedback form.
How do I reactivate my account?
To reactive your account, you must visit the
Account Center to update your billing information.
<< Back to Top
How can I tell if my account is eligible for ten free days?
Accounts that have been closed for at least 90 days are automatically eligible to receive the ten (10) days of free game time. We hope you use this time to explore the game world and discover all the improvements and changes made to the game since you were gone. You will not be billed until the free 10 days expire and can cancel at anytime during this bonus time.
<< Back to Top
Why do I need to enter in my credit card?
A credit card is required for verification and billing purposes. If you are concerned about recurring billing charges, please visit the
Account Center to cancel your account before your gift of 10 free days of game time expires.
<< Back to Top
When do my ten free days begin?
Your free ten days of game time will begin the moment you reactivate your account.
<< Back to Top
I don't remember my username or my email address is no longer active. How can I recover it?
If you no longer remember your username and password, you will need to call our customer service center to verify your secret word at (703) 934-0169. Phone support hours are 10:00 AM - 10:00 PM Eastern Time, 7 Days a Week.
<< Back to Top
Will I have access to all of my characters?
Yes. All of your characters have been saved and are still available. If your character was on low population server, it may have been moved to a more populated server and will begin play in your Capital City - see the transfer status page in the Account Center for details.
<< Back to Top
Why do I need to rename my character?
When characters were transferred to new servers, some names were duplicated. However, there cannot be more than one character with the same name on a server. In order to log characters with duplicate names into the game, the name of the moved character must be changed.
<< Back to Top
My character is still on a low population server. Why wasn't it moved?
Not all characters were able to be moved due to conflicts. If you are still on a low population server and would like to move, you will need to move your characters using the Character Transfer system. Visit the
Account Center for more details.
<< Back to Top
My friends are on another server now. Can I still play with them?
Yes, all players who reactivate their accounts can transfer each of their characters one time so you can play where you would like. For additional details and instructions please visit the
Account Center. Please note that you can only transfer characters to the same server type as the server you created your characters on (Core, Open RvR, and Roleplay). Please see the full server list
here for details about each server, including server type.
<< Back to Top
Will all my characters be eligible to receive the rewards for coming back?
The rewards for returning are available to all of your current existing characters that have yet to do the quest chain. Any new characters created after returning are not eligible to receive the bonus buff, however, they may receive the quests if they travel to the city.
<< Back to Top
